4 Ways Health Insurance Companies Can Provide a Better Member Experience—Backed by Research

The global COVID-19 pandemic layered new challenges on top of an existing tough market for U.S. health insurance companies. These companies had to quickly activate emergency plans to ensure people had access to prevention, testing, and treatment for COVID-19. When vaccines became readily available, health insurers then turned their focus to improving vaccine acceptance and access for their members.

At the same time, health insurers experienced financial pressures due to uncertainty around premiums and … Read More

Verint Speeds Up the Hiring Process in a Red-Hot Labour Market

Dick Bucci, Founder and Chief Analyst, Pelorus Associates

According to the Bureau of Labour Statistics there were 10.1 million vacant jobs as of the end of June 2021—far exceeding the number of job seekers. Any doubts about a labour shortage can be erased simply by looking at all the help wanted signs. 

Contact centres are feeling the brunt when it comes to finding qualified people in an era of plentiful good paying jobs. The challenge … Read More

Forbes Comms Council: How CMOs Can Gain Command of the Customer Experience

We can all probably name many ways the pandemic has wreaked havoc on both our personal and professional lives in the past 18 months. However, let’s also acknowledge that many opportunities have arisen—particularly in how organisations care for their customers. This has never been more important as their expectations continue to grow.

One opportunity worth exploring is becoming laser-focused on improving the customer experience. This is particularly critical now—a real gap exists between what organisations … Read More

Blue Cross Blue Shield of Louisiana Improves Agent and Customer Experience with Verint

The largest health insurer in Louisiana, Blue Cross Blue Shield of Louisiana (BCBS of LA) serves over 1.5 million Louisianans, providing medical, dental, Medicare Advantage, and prescription drug coverage to individuals, families, and employers. Its customers range from young adults, to children, to seniors—all with dramatically different healthcare needs.

Customer experience is important in healthcare, and the company’s agents needed access to information much faster from its back end and other systems to better serve … Read More

New Verint Research Shows How U.S. Health Insurance Companies Rank in Member Satisfaction

United HealthCare, Humana and Kaiser Foundation Health Plan Earn Top Three Satisfaction Rankings in the 2021 Report

Amid a tumultuous time for the healthcare industry due to the global COVID-19 pandemic, the top 25 health insurance companies remained in tight competition when it came to member satisfaction, according to new research released by Verint. The range for satisfaction (SAT) scores from highest to lowest was just under nine points out of a possible 100, suggesting … Read More

Verint Voice of the Customer Platform Wins 2021 MetriStar Top Provider Award

Report Reveals Verint VoC Platform Users Experience Significant Revenue Growth and Customer Ratings, Employee Satisfaction and Agent Efficiency Improvements

Verint announced today that its Voice of the Customer (VoC) Platform has been named a Top Provider in the 2021 Metrigy MetriStar Awards, in recognition of the solution’s value in driving high business success and above-average customer sentiment ratings.

Verint is one of two vendors to earn “Top Provider” accolades out of a field of 15 … Read More

Did You Hear? Verint Completes Acquisition of Conversocial

Verint recently announced the completion of the previously announced transaction to acquire Conversocial, a leader in conversational customer experience delivered over messaging channels.

On August 10, Verint issued a release, Verint Expands its Cloud Platform Capabilities to Help Brands Accelerate Digital-First Customer Engagement, stating its intent to acquire the leading conversational messaging company. Conversocial solutions help leading brands such as Google, Sephora, British Airways, and Hertz build and scale relationships through the personal touch … Read More

The Future of Work Is Now: A Post-Pandemic Perspective

Lead Analyst & Founder, Opus Research

Some say it is “too soon” to put the pandemic in the past tense. Like its cousin the common cold, they say, some form of COVID-19 is here to stay. Yet, there is no better testimony to the indomitable nature of the human spirit than the efforts to get back to life as it was. That includes going out for walks, going shopping, eating out at bars and restaurants … Read More

Channel Consolidation Defines NextGen Customer Experience

Without a doubt, the COVID-19 crisis turned the contact centre industry on its ear. Customer reliance on the contact centre for customer service, as opposed to physically visiting the customer service desk at a brick-and-mortar establishment, drove customer contacts to unexpectedly high levels of volume that left many contact centres reeling—simply unable to accommodate the number of contacts they were receiving.

I personally experienced customer service overloads at several organisations during the past 18 months. … Read More

Renegade Thinkers Unite! Being a Groundbreaking B2B CMO (podcast)

More than ever before, agility is a prerequisite for success. This was definitely true for Verint over the last 18 months. In the midst of worldwide pandemic-related upheaval, Verint completed a massive spin-off earlier this year of its cybersecurity services, cementing itself as a pure-play customer engagement brand.

Verint Chief Marketing Officer, Celia Fleischaker, stepped into Verint about a year ago and took on that major challenge. In this podcast you’ll hear how Celia moved … Read More