Posts

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

Global Digital Customer Experience Leader TELUS International Deploys Verint Workforce Engagement on Google Cloud’s Platform Worldwide

Global Digital Customer Experience Leader TELUS International Deploys Verint Workforce Engagement on Google Cloud’s Platform Worldwide

Verint announced TELUS International has upgraded to the newest version of Verint Workforce Engagement, part of the Verint Customer Engagement Cloud Platform* deployed on Google Cloud’s platform.

TELUS International designs, builds and delivers next-generation digital solutions to enhance the customer experience (CX) for global and disruptive brands. Fuelling all stages of company growth, the company partners with brands … Read More

Forbes Comms Council: Match Your AI and Analytics Initiative to Actual Business Outcomes

That title may not sound all that groundbreaking. After all, positive business outcomes usually lead to loyal customers—and we all want those.

However, we’ve learned that AI and analytics initiatives don’t always translate successfully to business outcomes. We’ve been dealing with the business-altering (and life-altering) challenges of COVID-19 for more than a year. Business models, offerings and customer needs have radically shifted during that time.

Now is a good time to revisit what success looks … Read More

New McKinsey CX Recommendations Align with Verint’s Time-Tested Predictive Approach

A new set of recommendations from McKinsey, based on the importance of leveraging predictive analytics, sums up the situation this way: “CX programs of the future will be holistic, predictive, precise, and clearly tied to business outcomes.”

That’s the future Verint and our clients have been living in for a long time.

Verint CX solutions have been in the field for 20 years, helping organisations collect and act on comprehensive customer experience data—and the … 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

Why 2021 Is the Year to Close the Engagement Capacity Gap

We are experiencing a once-in-a-lifetime opportunity to reimagine the customer environment. The capacity gap is an opportunity to reimagine the way you deliver service and relate to customers, and to do it on their terms. 

Brands today are challenged by dozens of engagement channels, many diverse customer journeys, millions of consumers of interactions – all handled within the same team and resources. This creates an Engagement Capacity Gap.

The Engagement Capacity Gap is the difference … Read More

Did You Hear? Verint Announces Key Findings of New Customer Engagement Global Research

Yesterday Verint announced new research that shows only half of organisations worldwide say they are well prepared to support customer engagement priorities moving forward.

On the heels of massive digital disruption and now, a year into the global pandemic, 82 percent of respondents also shared that the challenges of managing customer engagement will only increase in 2021.

Moreover, only 54 percent of leaders consider their organisations well prepared to enable a remote workforce to effectively … Read More

In conversation with Ryan Hollenbeck

In Conversation With . . . Ryan Hollenbeck and Audrey William

In this the first episode of 2021 Martyn hands the baton over to guest host Audrey William, Principal Advisor at Ecosystm, for an in-depth conversation with our own Ryan Hollenbeck, Senior Vice President Global Marketing at Verint. Audrey and Ryan discuss the changing market conditions post 2020 and the impacts Covid-19 had on the industry. Ryan reveals that despite the disruption of last year, he has at least one happy memory from 2020 when he … Read More