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InConversationWith_Tanushree_Dabral

In Conversation With . . . Tanushree Dabral Part 2

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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

Interaction Insights: Drive Organisational Agility

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By Daniel Ziv

Thank you to Ray LeBlanc for his help with this blog.

The last year has seen unprecedented change in the customer service industry.

… Read More

Succeeding with your Conversational AI/ Chatbot Implementation – Part 1

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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

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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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How Councils Are Using the Pandemic to Reset and Reimagine

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The global pandemic has forced both the private and public sectors to completely rethink how they work.

Recently I took part in a public sector roundtable discussion that featured public sector leaders from across the United Kingdom.

Local government has been forced, by necessity, to innovate at unprecedented speed. The panel took a look back at the challenges and accomplishments of the last 16 months—and looked ahead to what might be next.

Read more.… Read More

UGI Utilities: Creating a Customer-Driven Experience During a Crisis

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Utilities are used to dealing with crises. There are constant weather events that take power out and result in huge call volume to the contact centre. UGI Utilities is a natural gas and electric utility serving more than 700k customers in Pennsylvania and Maryland. They visited us at Engage21 to share how they were able to leverage customer feedback to ensure that the customer experience didn’t suffer, even as the global pandemic was raging.

We … Read More

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

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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

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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

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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

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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