The Marriage of Marketing and Customer Experience Management

As a marketing major, former director of marketing, university marketing instructor, and now a longtime industry analyst, I often reflect on similarities between the two disciplines of customer experience management and marketing management.

For example:

  • Both share the common objectives of customer retention, revenue growth, brand loyalty, and fostering a reputation for superior customer care.
  • Both disciplines seek to better understand customer behaviors and motivations.
  • Both rely on end-user behavior and perceptions when assessing performance.
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Outsourcer Improves Back-Office Employee Engagement and Morale

A leading business process outsourcer for health and human services providers wanted to create a level playing field of how they measure, manage, and improve employee performance across their organisation.

They enjoyed robust performance reporting in their contact centre, but lacked the real-time data needed for similar reporting in their back-office processing groups. They hoped to improve employee engagement and morale by:

  • Providing employees with data-driven, real-time performance feedback
  • Empowering managers with clear dashboards on
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For the Fourth Consecutive Year, Customers Give Verint Interaction Analytics Solutions Top Satisfaction Scores in New Interaction Analytics Report  

Verint Leads with the Largest Increase in Interaction Analytics Customers and Seats and Received the Top Customer Satisfaction Scores for All Featured Vendors and Ratings Categories  

MELVILLE, N.Y., October 13, 2022 — Verint® (Nasdaq: VRNT), The Customer Engagement Company, today announced that it leads with the largest increase in interaction analytics customers and seats between March 2021 and May 2022, and received the highest customer ratings in multiple customer satisfaction categories … Read More

Did You Hear? Verint Named to Constellation Shortlist for Conversational AI

Verint recently announced it was named to the inaugural Constellation ShortListfor Conversational AI. This recognition demonstrates continued innovation in Conversational AI for Verint’s Digital-First Engagement Solutions—the technology vendors and service providers included in this research deliver critical transformation initiative requirements for early adopters and fast-follower organisations.

Constellation Research considers a number of criteria when choosing solutions for their shortlist. Conversational AI solutions must integrate natural-language-understanding (NLU) capabilities, understand users and personalise conversations for each … Read More

Verint Recognized for Leadership and Innovation in 2022 CRM Industry Leader Awards

Winner in ‘Best Workforce Optimization/Engagement Management’ and ‘Best Contact Center Interaction Analytics’ Categories

MELVILLE, N.Y., October 11, 2022 — Verint® (NASDAQ: VRNT), The Customer Engagement Company®, today 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 … Read More

Customer Engagement Best Practices for the Healthcare Industry

Halloween candy is filling grocery store shelves. “Pumpkin Spice” is returning to coffee shops everywhere. This can mean only one thing. “Open Enrollment” is just around the corner, and that means it will be busy season in healthcare industry contact centres. 

Now is the good time to examine what you need to do to meet increased demand and improve customer engagement. 

Maintain a “Big Picture” Approach 

As channels and modes of communication continue to … Read More

New Study Shows Retail Customer Experience is Key to Earning Shoppers’ Discretionary Dollars in an Era of High Inflation

More Than Two-Thirds Are Less Confident in the Economy Than a Year Ago and 76 Percent Are Spending Less, Trimming Retail Purchases

MELVILLE, N.Y., Sept. 29, 2022 — Verint® (NASDAQ: VRNT), The Customer Engagement Company, today released the findings of a new study that shows nearly two-thirds of consumers polled are less confident in the economy than a year ago and 76 percent of them are spending less money, with entertainment and … Read More

DenizBank Improves Productivity, Sales, and Employee Turnover with Verint Total Quality

DenizBank, a large financial services organisation based in Turkey, faced the challenge of transitioning over 2,000 agents to work-from-home at the start of the pandemic. To provide their customers with the quality of service they expect, DenizBank turned to Verint Total Quality solutions. 

First, the bank increased its capability to analyse more than just 2% of interactions. With Automated Quality Management, DenizBank can now capture and score 100% of customer interactions. These additional insights helped … Read More

New Independent Study Demonstrates that Verint Empowers Organizations to Support Digital-First Customer Engagement

Total Economic Impact Study of Verint Digital-First Engagement Solutions Finds an ROI of 271 Percent Over Three Years with a Payback in Less Than Six Months

New Independent Study Demonstrates that Verint Empowers Organizations to Support Digital-First Customer Engagement Through Multiple Channels, Providing More Than $22 Million in Net Benefits

The Customer Engagement Company, today released a commissioned study conducted by Forrester Consulting on The Total Economic Impact of Verint Digital-First Engagement (DFE) solutions, part … Read More

Omdia Ranks Experience Cloud as an XM “Market Leader” | Verint

Sun Tzu Said:A clever fighter is one who not only wins but excels in winning with ease.(The Art of War IV:11)

The Art of War has been applied to almost any area of life you may think of, from business to parenting and from gardening to space exploration.

In the realm of customer experience, particularly digital CX, the words of Sun Tzu often ring true. The quote at the top of this blog specifically applies to high maturity CX programs. Where almost every brand has ways to resolve customer issues, building a CX program and advancing … Read More