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Entries Tagged ‘Personalization’

Is Your Omnichannel Strategy Customer-Centric or Self-Centric?

How committed are you to engaging with customers? Leading organizations share a commitment to engaging with customers—capturing their feedback across all channels and then tailoring their omnichannel approach to their customers’ individual needs and preferences. Have you considered if your omnichannel strategy is customer-centric or self-centric? If you’re not capturing feedback from customers across all […]

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Connected, Contextual, Consistent—Intelligent Customer Service

I recently shared my thoughts with the Technology Services Industry Association (TSIA) about how a connected, contextual and consistent approach to customer service helps customers do business efficiently—and then get back to their busy lives. Moreover, employees benefit too, because a central set of cross-channel tools gives them the unified customer history, joined up processes […]

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Intelligent Customer Service: Connected, Contextual, Consistent

Today’s customer is smart, engaged, connected and informed. To keep pace with this new breed of customer, organizations must also become smarter and more connected. Your employees are the gateway to your customers. The best way to help ensure your customers are satisfied and loyal is to empower your employees with the tools and tactics […]

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It’s OK to Get Personal with Your Customers

Personalization has become a cornerstone for building brand loyalty today.  Customers are demanding a much more individualized approach to customer service than ever before—and they want it fast. Dick Bucci of Pelorus Associates explores how Verint’s acquisition of Contact Solutions advances the Verint portfolio with the addition of cloud-based solutions that enhance voice and mobile […]

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Creating a Customer-Centric Culture

As Ryan Hollenbeck mentioned in his July 7 blog, Verint recently hosted the Engage™ 2016 customer conference for more than 1,200 attendees from over 15 countries. Conference sessions included keynotes, panels, breakout sessions, and other interactive workshops and meetings. We also held an Executive Summit which included discussions on customer engagement strategy, business optimization and […]

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Verint Speakers: Customer Service and Reshaping the Bank Branch

Engage: Asia Pacific Verint Customer Conference May 25-26; Sydney, Australia Verint executives and subject matter experts from around the world will be speaking on such topics as customer engagement optimization, customer analytics, fraud and identity analytics, engagement management, workforce optimization and more. Combined with customer presentations and demonstrations, attendees are set to gain expertise, insights […]

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Outside-In Thinking Must Produce Inside-Out Actions

Spring is a big season for customer service and customer experience conferences. I get the chance to attend several of them. They are typically very lively affairs with great keynote speakers and glowing field reports from leading practitioners. At a recent customer experience conference, I heard a lot of talk about understanding the customers’ experiences. […]

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Customer Engagement: Executive Perspectives, Part Two

As mentioned in part one of this series, I recently asked two industry executives what they believed it really means to go “above and beyond” when engaging customers and what role they believe “consistency” plays in the customer engagement process.  We discussed going above and beyond previously, so let’s now explore what the two executives […]

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Adaptive IVR: It’s All About Behavior

When you hear terms such as “adaptive personalization,” Interactive Voice Response (IVR) probably isn’t the first thing that springs to mind. In fact, most people don’t associate those words with the contact center at all, but they are becoming increasingly important in the customer service profession and in other service-oriented industries. Although I didn’t realize […]

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Putting the Banking Customer in Control

Appointments are really the norm in most businesses today. From Apple® stores1 to urgent care facilities, people are no longer willing to wait several minutes—or even an hour—for service. Customers expect to be able to select the most convenient day, time and location to get the service they desire. They want to be in control. […]

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