Verint Head in to 2018 with Great Momentum

This year, we celebrated several acquisitions that will see Verint continue to deliver robust Customer Engagement solutions to organisations across the region and we head into the New Year with some significant momentum.

In October, Verint acquired Verba Technologies (www.verba.com), a leading RegTech vendor. We now offer a broad portfolio of technologies designed specifically for the financial compliance market with industry-specific features including scalable compliance recording, speech analytics, and proactive policy control technology.

In … Read More

Digital feedback is a powerful builder of brand trust at Bank Of America

By being smart about listening to customers Bank of America cuts support tickets by 10,000 a month.

At a time when many leading global financial institutions are still saddled with poor reputations dating from the financial crisis, Bank of America, one of the world’s largest commercial banks, has invested in building credibility with its customers by listening and responding to customer feedback in real-time.

Over the past three years, Bank of America has partnered with … Read More

How to use digital feedback to deliver a better customer experience

Digital feedback has the potential to have a far-reaching business impact on things like customer loyalty and revenue. But only if it’s harnessed correctly.

For instance, there are a handful of absolutely critical strategies you should be following, such as making sure you capture the right data.

That may sound easy, but it is surprising how many large businesses do not get the basics right?

Further Reading:

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We’ve launched the Verint APAC Engage Index 2017

Today I have the pleasure of launching Verint APAC’s inaugural Engage Index report and key findings at an executive lunch session at our APAC Engage event in Melbourne.

Even though we will be officially sharing the report with all guests at the event, I’m taking this opportunity to extend you a personal invite to view the report in full here.

I urge you to take the time to explore the report insights in detail … Read More

Mobilising the customer experience through technology and a personal touch

Daniel Bergan, Omni-Channel Transformation at Westpac, discusses the need to mobilise the customer experience through technology and a personal touch ahead of the Verint APAC Engage conference.

Daniel Bergan is a leader in the Australian and New Zealand omni-channel transformation space, charged with bringing together Westpac’s digital, physical and virtual channels to deliver a seamless experience for customers and bankers. Westpac’s omni-channel efforts are about providing the customer with choices for the episodes that matter, … Read More

How to reduce customer pain points with automation

Daniel Bergan is a leader in the Australian and New Zealand omni-channel transformation space, charged with bringing together Westpac’s digital, physical and virtual channels to deliver a seamless experience for customers and bankers.

Westpac’s omni-channel efforts are about providing the customer with choices for the episodes that matter, blending human and digital interactions to ensure Westpac get every interaction right, everywhere and every time.

Daniel spoke to us about how to reduce customer pain points … Read More

In conversation with Isabella Villani, CEO, Exceed Global

We spoke to Isabella Villani, CEO of Exceed Global about the connection between a great customer and employee experience and a successful business – with a particular focus upon an intuitive and tailored customer experience.

Q: How can customer and employee engagement be improved by putting people at the centre of the customer experience?

A: There is definitely a correlation between the customer experience and employee experience. Customer experience is very much leader-led and comes … Read More

A CX conversation with Brisbane City Council

Brisbane is a great place to live, work, and relax – it’s a safe, vibrant, green and prosperous city, valued for its friendly and optimistic character and enjoyable lifestyle.

Together, we’ve achieved a lot, but there’s more to be done.

Every day, Brisbane City Council works with residents and local communities to help make our city what it is today, with a long-term vision for the future.

It’s that vision and focus that has Brisbane … Read More

Enhance the CX to remain competitive in the digital age

Enhance the CX to remain competitive in the digital age

We with spoke with Carl Borchardt, Regional Manager for Contact Centre and Customer Experience Solutions at Cisco Systems Asia Pacific & Japan, about strategies for enhancing the customer experience (CX) and remaining competitive in the digital age.

In a world increasingly reliant upon technology, the new competitive battleground is an exemplary customer experience (CX), with the least amount of customer effort.

Today’s companies require a … Read More

How is technology enhancing the customer experience?

aul Shetler is a technologist and entrepreneur with over 20 years’ experience leading large-scale IT and organisational change projects for local and international organisations.

Paul is currently working with the Sydney-based FinTech hub, Stone & Chalk, as an innovation advisor for in-house and external organisations to educate boards of directors about innovation. Prior to this, he was Chief Digital Officer of Australia’s Digital Transformation Office.

Paul spoke to us about key customer experience (CX) trends, … Read More