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Top U.S. Banks Have Improved CX During the Pandemic

We’ve been surveying Customer Satisfaction (CSAT) & Net Promoter Score (NPS) with the top banks for years as part of our Verint Experience Index: Banking edition.

Last year’s report was interesting because we were able to get two surveys into the field—one just before the pandemic hit and one after. We were able to see the impact of COVID-19 on customer experience (CX).

In 2021, we surveyed nearly 4,000 customers of the top 15 US … Read More

in conversation with lindsay carapella

In Conversation With . . . Lindsay Carapella

For the second time in 2021, Martyn again hands over the baton. This time our guest host is Kate Zawerucha, Verint’s own Customer Analytics Engagement Manager for APAC. In this episode Kate speaks to Lindsay Carapella a CX expert with more than 12 years experience in the industry. Kate and Lindsay discuss the changing mindset in customer analytics over the last few years and the rising visibility of analytics teams as strategic advisory units. Lindsay … Read More

Costco, Amazon and Apple Take Top Spots in Retail Customer Satisfaction Study

Retailers Leading in Customer Satisfaction Mastered Rising Expectations, Embraced Digital Self-Service, and Expanded Fulfillment Options

Costco, Amazon and Apple rank highest in customer satisfaction (CSAT) and have high Net Promoter Scores (NPS) out of the top of 25 top retailers, according to a new report issued today by Verint®.

The Verint Experience Index report is based on a benchmark survey of consumer satisfaction with leading retailers and includes CSAT and NPS rankings. … Read More

2020 Retail CX: Who Thrived, Who Survived, & How to Succeed in ‘21

New Verint Experience Index: Retail data helps brands identify changing CX needs and boost engagement

Our new Verint Experience Index: Retail report ranks 25 top retailers in the U.S., provides illuminating data on rapidly changing customer needs, and offers best practices brands can implement today.

This year’s findings are especially timely for the industry, as brands are coming out of the holiday season strategizing to improve on customer experience in 2021. For instance, we found … Read More

Smaart Recruitment Annual Contact Centre Best Practice report

For the last couple of years, Smaart Recruitment have released their Annual Contact Centre Best Practice report and this year Verint had been invited to add commentary to the technology section.

The report has been collated from over 200 different data points with responses received from 165 separate organisations, giving unique insights into the operational effectiveness of Australian Contact Centres.

The full report takes a deep dive into the areas that contact centre leaders believe … Read More

4 Tips You Need to Consider When Building a Digital Community

Social customer communities have quickly become a necessary component in any self-service stack. As more companies prioritize this essential functionality, it’s important to remember that customer experience and customer-experience software are not one and the same. When it comes to community building, community dynamics are as equally crucial as software functionality.  

As you set out on your journey to build a world-class community for your customers, start with a keen focus on these four elements … Read More

Sara Harrup - In conversation With-03

In Conversation With . . . Sara Harrup

Last week, Verint’s Australian operations announced a new community partnership with Foodbank Queensland. In this special episode of the podcast, Martyn Riddle talks to Sara Harrup, the CEO of Foodbank Queensland, on how the organisation has adapted to meet the changed conditions and increased demand brought about by the pandemic.

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Communities: The Best Kept Self-Service Secret in Customer Experience

We all know that 2020 has been anything but straightforward and predictable. Helping your organization’s customers find what they need when they need it in these challenging times has likely been top-of-mind through better customer experience.

Communities have saved the day for many organizations this year. They have helped organizations navigate and thrive in the current environment by giving customers, employees and partners a single online resource to find timely advice and answers to product- … Read More

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

Did You Hear? Omdia Ranks Experience Cloud as an XM “Market Leader”

Tech analyst firm Omdia (formerly Ovum Research) has given Verint an “advanced capability or breadth” rating in AI-enabled platforms for its experience cloud solution. The firm recently released its “Market Radar: AI-enabled Experience Management Platforms” report, which evaluates vendors on their ability to support continuous customer engagement improvement.

Verint Experience Cloud received the highest “advanced capability or breadth” rating on multiple criteria. Omdia cited several strengths, including:

  • A unified XM platform on a common codebase
Read More
In conversation with David Sheiff

In conversation with . . . David Shieff

In this episode Martyn hands the baton over to guest host Ian Harrison, Verint’s Director, Customer Experience Optimisation, for an in-depth conversation with David Shieff, Founder and Director of New Zealand Analytical Consultancy firm Incisive. Ian and David discuss the pre requisites for succeeding in an age of disruption and rapid change, and the ability to see sooner and act faster with strategic decisions based on robust data insights and foresight. David reveals his top … Read More