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Entries Tagged ‘mobile’

2016 Predictions: Get Back to the Basics

Over the past couple of months, I’ve been reading quite a few articles on 2016 predictions. Many of the write-ups speak to important topics: digital first, cloud, mobile, predictive, knowledge management, self-service, customer journey mapping and more. While I enjoy seeing what others predict, I thought I’d stick to something more pragmatic and write about […]

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IDC’s Marc DeCastro Addresses Today’s Bank Branch Challenges [Video]

As most of us know, these are rapidly changing—and quite challenging—times for bank branches. Finding new approaches to doing business with their customers is now a top priority for banks who want to succeed in the long run. We recently sat down with Marc DeCastro, Research Director, Consumer Banking, IDC Financial Insights, to talk about […]

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The Engaging World of Enterprise Feedback Management

Enterprise feedback management (EFM) is an essential function that all organizations should perform, regardless of their line of business. While there are a number of applications that can provide an understanding of customer needs and wants, the simplest and often most effective way to determine what your customers and prospects are thinking is to ask […]

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Achieving Visibility in Branch Operations for Better Decision-Making

Successful (and ongoing) branch transformation is a top objective for today’s retail banking executives. Customer habits are changing with the explosive growth of mobile banking, and fewer customers are visiting branches as a result. And getting it right is more critical than ever. A recent customer loyalty study commissioned by Verint found that although consumers […]

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Digital Disruption and the Digitally Savvy Workforce

In my last blog, I described the two-sided challenge for organizations of rapidly evolving technology and constantly increasing customer expectations for a simple, virtually painless experience—no matter their chosen touch point. And, it’s not just customers who are becoming more demanding. It’s also your employees. Today’s next-generation employees have become accustomed to unprecedented speed and […]

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Verint Keeps the Focus on the Customer Worldwide in October

Member Care at AARP – Real Possibilities and Real Results October 13; Verint-AARP Webinar Verint’s Scott Hays, vice president, solutions marketing, and AARP’s Brian Clancy, manager contact center operations, will discuss at 1 p.m. ET how the customer journey is made up of many experiences—most of which are the sum of individual interactions and even […]

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Why Diversity Abounds in New Branch Designs

Branch channel transformation is a complex and expensive undertaking. For all its complexity, however, there are at least two certainties. Namely that 1) it’s no longer optional, and 2) there is no single blueprint. It’s the rich diversity in approaches taken to the important task of improving branch channel efficiency and effectiveness that makes this […]

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Next-Gen Desktop for Next-Gen…No…All Employees

There’s a lot of talk about “the Millennials” these days—how they live and work and interact in a digitally disrupted world. As a Sociology major, I find it fascinating. As a 55-year-old high-tech professional, I find it nauseating. Like I don’t use a smart phone and adeptly use apps and the web and even the […]

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Digital Disruption: The New Workforce and Demanding Customers

The forces of digital disruption and the shifting work styles of young employees are pressuring organizations to become increasingly responsive to both customers’ and employees’ needs. With all the talk about “outside in” and “customer centricity,” it’s imperative not to downplay the engagement and empowerment of employees. Successful organizations will be the ones that are […]

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How Contact Center Agents + Digital Channels Drive Engagement

In a blog post last week titled The Role of People in the Digital World, Verint’s Steven Thurlow, vice president and global practice leader, engagement management, discussed how companies and organizations have adapted to a digital world, allowing customers to research, shop and get help online at their convenience. Steven made the important point that […]

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