Forbes Comms Council: 12 Keys That Business Leaders Should Consider To Improve CX

The 24th of November was Thanksgiving in the United States, putting the spotlight on retail—Black Friday.

And really, isn’t it always about customer experience? Businesses around the world—retail or otherwise—experience success or failure through the customer experience they provide.

Verint Chief Marketing Officer Celia Fleischaker was one of the Forbes Communications Council members who recently shared her ideas on how to improve customer experience. Hint: She recently added using AI technology to her holiday wish … Read More

What FIs Need to Do to Adopt New Bank Branch Operating Models

Recently, Verint sponsored a survey, conducted by Arizent, the research arm of American Banker, to understand how financial institution (FI) branch banking executives are evolving branch operating models to align to corporate objectives. Access the findings here.

In this blog, I’ll share the survey results, information about new operating models, and guidance for what you can do to prepare for change and effectively utilise branch resources in these new branch environments.

First, let me … Read More

Global CX Solutions Provider Startek® Deploys Verint Speech Analytics to Enable World-Class Experiences for Customers

Verint’s AI-Powered Speech Analytics Solution Helps Startek Derive Insights from 500 Million Customer Interactions Annually for Improved Customer Relationships 

MELVILLE, N.Y., Nov. 17, 2022 – Verint® (NASDAQ: VRNT), The Customer Engagement Company®, today announced that Startekâ is leveraging Verint Speech Analytics to derive insights from the company’s more than 500 million annual customer interactions.  

Startek is a global provider of tech-enabled customer experience management solutions, digital transformation, and technology … Read More

Building a Modern Customer Engagement Strategy with Channel Automation

Your customers expect you to engage with them on whatever channel they reach out. The challenge is that those customers expect an effortless experience, regardless of the channel.

Organisations need a new approach that allows them to not only meet customer expectations as interaction volume grows, but also make it possible for brands to engage in a truly omnichannel manner. And, as recent research shows, customers are increasingly likely to look for service through convenient … Read More

Did You Hear? Verint Recognized for Leadership and Innovation in 2022 CRM Industry Leader Awards

Verint recently announced that it was recognized as a winner in the ‘Best Workforce Optimization/Engagement Management’ and ‘Best Contact Center Interaction Analytics’ categories for the 21st annual CRM Industry Leader Awards program honoring the best CRM solutions and innovators.

The CRM Industry Leader Awards recognize the leading providers in 11 categories pointing the way forward and driving innovation with the best products and capabilities in customer service, marketing, and sales.

Each year, CRM Magazine’s panel … Read More

Why One Workforce Works and Delivering Amazing Customer Experiences

The economic climate in late 2022 is challenging for both consumers and retailers. Inflation keeps ramping up and supply chains are unpredictable at best. Although we use the term customer expectations, right now customers often don’t know what to expect. 

Will their order arrive when they need it? Will the queue for customer service phone calls be prohibitively long? Did someone actually receive their email or text message requesting information or support, or did … Read More

Total Economic Impact Study of Verint Experience Management Solutions Finds a Return on Investment of 219 Percent

New Independent Study Demonstrates that Verint Experience Management Empowers Organizations to Elevate Customer Experience Through Data-Driven Insights, Providing Nearly $2.5 Million in Benefits 

MELVILLE, N.Y., November 1, 2022 — Verint® (NASDAQ: VRNT), The Customer Engagement Company, today released a commissioned study conducted by Forrester Consulting on The Total Economic Impact™ (TEI) of Verint Experience Management (XM) solutions, part of the Verint Customer Engagement Cloud Platform

It’s imperative that … Read More

3 Customer Engagement ‘Treats’ This Halloween

The leaves are changing color. Pumpkin-spiced lattes are still flying out of coffee shops. (American) football is almost halfway through the season. And, Halloween is here (and therefore we get to write a Halloween themed blog). 🎃

Let’s be honest, resolving a customer service issue is never fun. And that’s being kind. We’ve all had bad interactions with brands—while you might occasionally have a positive one, unfortunately, that’s rarely the rule. You’re more likely to … Read More

Is it Tricks or Treats in Your Contact Centre?

Ghoulies and ghosties and things that go bump in the night…is that what you think of when you think about the way things run in your contact centre? Are you haunted by horrors in your contact centre? Read on (if you dare) as we explore the nightmares that keep contact centre managers awake at night.

The Terror of Trapped Data

There are crucial insights lurking in the dark recesses of your siloed data. There … Read More

The Total Economic Impact of Verint Experience Management

What is impact? For customer experience, it might be moving the needle on customer satisfaction or speeding time to action. Though the benefits of CX improvement can feel intangible, the truth is that it is not only possible, but vital to measure the return on investment (ROI) from your CX efforts. Especially when your organisation makes choices about what products to invest in, which approaches to use and what projects to prioritise—having concrete value data … Read More