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

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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

Building a Modern Customer Engagement Strategy with Channel Automation

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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

3 Customer Engagement ‘Treats’ This Halloween

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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

Highlights of the Banking Transformed Podcast: Your Back Office: The Missing Piece of Great CX

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Recently, Verint’s Nicole Nevulis, Senior Director of Go-to-Market Strategy, was interviewed by The Financial Brand’s Jim Marous on the impact the back office has on banking customer experience. You can listen to the full podcast here: Your Back Office: The Missing Piece of Great CX 

Following are some highlights from that interview. 

Connecting the Back Office to CX

 Jim Marous: The role and value of the back office has reached new … Read More

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

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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

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

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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

Verint Speakers in September: Serving Customers Well, Super-charging Quality Programs, and Exploring Fresh Banking Research

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Verint APAC Engage 2022

September 1-2; Sydney, Australia 

Verint APAC Engage 2022 is the region’s largest conference dedicated to contact centre and customer experience professionals. This packed two-day agenda is full of keynote and breakout sessions designed to inform, educate and entertain. Verint customers who are industry leaders from across the region, business partners, customers, media and other thought leaders will gather for this live event. 

The Future of the CMO

September 1-2; CMO Summit … Read More

Verint Expands APAC Customer Engagement Market Leadership

Verint Customers, MSC Industrial Supply Co. and Navy Federal Credit Union, Recognized Among 2022 ICMI Global Contact Center Award Finalists

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Verint Intelligent Interviewing also recognized as Best New Technology Solution Finalist

The ICMI awards recognize the frontline workers, managers, and teams who deliver an excellent customer and employee experience in a fast-paced and dynamic work environment. The nominee finalists are as follows:

MSC Industrial Supply Co., a premier distributor of metalworking and maintenance, repair and operations products and services to industrial customers throughout North America, is nominated for the Best Large Contact Center category. … Read More

Verint One Workforce: What’s In It for You?

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Maybe you’ve heard about One Workforce. We talked about it from the big stage at our Engage customer conference earlier this summer in Orlando. Take a listen. 

One Workforce is a strategy that enables the entire workforce to engage with customers in the right way at the right time, increasing capacity, flexibility, and agility. Think about a typical organization, with a contact center, back office, branch, social media presence, website presence, etc. 

Most organizations … Read More