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


In Conversation With . . . Tanushree Dabral Part 2

We’re back with the second episode of our two part special featuring returning guest presenter Ian Harrison, Verints’ own Director of Customer Experience and Tanushree Dabral, CEO of PX Partners and an accomplished governance, risk, and compliance practitioner.

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In conversation with . . . is a series of podcasts from Verint featuring chats and … Read More

Succeeding with your Conversational AI/ Chatbot Implementation – Part 1

Conversational AI/ Chatbots/ Intelligent Virtual Assistants, no matter what you call them, have become common occurrences these days. It’s hard to come across a famous brand that doesn’t have one. Still, the number of chatbots that are failing to achieve business outcomes are on the rise. In an APAC study, Coleman Parkes found that almost 50% of the respondents were frustrated with chatbots and live chats. The failed implementations give the overall technology a … Read More

In Conversation with Tanushree Dabral

In Conversation With . . . Tanushree Dabral

In this first of a two part special, returning guest presenter Ian Harrison, Verints’ own Director of Customer Experience chats with Tanushree Dabral, CEO of PX Partners and an accomplished governance, risk, and compliance practitioner. during this episode Ian and Tanushree discuss what compliance means in the current climate, why its needed and the impact it has on customer engagement and the wider CX Landscape

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Driving CX Leadership at Atlantic Union Bank

For the second year in a row Verint pulled off another amazing virtual conference. Engage21 was held May 19-21 for thousands of participants representing over 80 countries. The theme of Boundless Possibilities was addressed in over 60 keynote, breakout, and educational sessions.  

As a longtime industry analyst that has followed the contact center industry from the 10,000-foot level, I really enjoy the case studies. Let me share some highlights from the “CX Leadership: A Conversation” … Read More

Transform Your Back Office into a Customer Care Centre

At Verint’s Engage21, Xander van der Poel, Change Manager at Nationale Nederlanden (NN), the largest insurance provider in the Netherlands, shared his back-office transformation story. 

Like many back-office organisations, NN’s Casualty and Liability group was having trouble predicting future workloads and the skills and resources needed to meet those demands. As a result, they were experiencing large backlogs and missed service goals. They realised they needed a new way of working.

They partnered with Verint … Read More

Shoe Carnival: A 90 Day Transformation

At Shoe Carnival, unacceptable wait times and frustrated customers during the beginning of the pandemic illuminated the need to make an immediate change in the company’s customer service partner.

David Hudspeth, Customer Service Manager at Shoe Carnival, joined us at Engage21 to share how he:

  • Shaped an entirely new program
  • Stood up a new customer service partner
  • Created a customer service program and standard operating procedure based on customer feedback.

If you couldn’t make … Read More

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