Findings from Aberdeen’s June 2019 Voice of the Customer study show that 83% of companies currently have a VoC program to support CX initiatives across all channels and business departments. However, 70% of them are not satisfied with their ability to use VoC data to achieve organizational goals. CX leaders report the top reason for their dissatisfaction is that they find the existing VoC data they have access to insufficient to gain substantial business insights.… Read More
Last year, May 25 was hanging above us like the Sword of Damocles. Coffee breaks were filled with questions such as “how can we make sure we do this right?” — and strange expressions such as “privacy-by-design,” “culture-of-compliance,” or “the right-to-be-forgotten” were flying around meeting rooms.
In the year that has followed, those phrases have become a natural part of our business vocabulary. Besides a new lingo, however, GDPR has taught us a few important … Read More
Verint® Systems Inc. (Nasdaq: VRNT), The Customer Engagement CompanyTM, today announced that Alight Solutions has received the 2018 Opus Research Conversational Commerce Award by leveraging Verint’s Intelligent Virtual AssistantTM (IVA) to transform its web self-service experience with automation.* Alight’s virtual assistant, named “Lisa,” is an innovative example of how Verint customers lead the way with automated, intelligent self-service solutions.
The Opus awards showcase excellence and achievement for real-world implementations of conversational user interfaces for customer … Read More