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Global CX Solutions Provider Startek® Deploys Verint Speech Analytics to Enable World-Class Experiences for Customers

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Verint’s AI-Powered Speech Analytics Solution Helps Startek Derive Insights from 500 Million Customer Interactions Annually for Improved Customer Relationships 

MELVILLE, N.Y., Nov. 17, 2022 – Verint® (NASDAQ: VRNT), The Customer Engagement Company®, today announced that Startekâ is leveraging Verint Speech Analytics™ to derive insights from the company’s more than 500 million annual customer interactions.  

Startek is a global provider of tech-enabled customer experience management solutions, digital transformation, and technology … Read More

Why One Workforce Works and Delivering Amazing Customer Experiences

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The economic climate in late 2022 is challenging for both consumers and retailers. Inflation keeps ramping up and supply chains are unpredictable at best. Although we use the term customer expectations, right now customers often don’t know what to expect. 

Will their order arrive when they need it? Will the queue for customer service phone calls be prohibitively long? Did someone actually receive their email or text message requesting information or support, or did … Read More

The Total Economic Impact of Verint Experience Management

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What is impact? For customer experience, it might be moving the needle on customer satisfaction or speeding time to action. Though the benefits of CX improvement can feel intangible, the truth is that it is not only possible, but vital to measure the return on investment (ROI) from your CX efforts. Especially when your organisation makes choices about what products to invest in, which approaches to use and what projects to prioritise—having concrete value data … 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

New Study Shows Retail Customer Experience is Key to Earning Shoppers’ Discretionary Dollars in an Era of High Inflation

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More Than Two-Thirds Are Less Confident in the Economy Than a Year Ago and 76 Percent Are Spending Less, Trimming Retail Purchases

MELVILLE, N.Y., Sept. 29, 2022 — Verint® (NASDAQ: VRNT), The Customer Engagement Company™, today released the findings of a new study that shows nearly two-thirds of consumers polled are less confident in the economy than a year ago and 76 percent of them are spending less money, with entertainment and … Read More

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

Sun Tzu Said:A clever fighter is one who not only wins but excels in winning with ease.(The Art of War IV:11)

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The Art of War has been applied to almost any area of life you may think of, from business to parenting and from gardening to space exploration.

In the realm of customer experience, particularly digital CX, the words of Sun Tzu often ring true. The quote at the top of this blog specifically applies to high maturity CX programs. Where almost every brand has ways to resolve customer issues, building a CX program and advancing … Read More

A Maturity Path to Extend WFM into the Back Office

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My last blog post, Extending WFM into the Back Office Is Easier with a WFM Center of Excellence (CoE), focused on how to evolve your back office to adopt a new, consistent way of working with workforce management (WFM), including processes, practices and technology. In this blog, I focus on maximizing the value of WFM by changing the way you work in a prescriptive manner.

So where do you start with WFM in the back … Read More

Do You Really Know Your Customers?

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In our recent Verint Webinar featuring Forrester’s Brendan Witcher and Sur La Table’s Rachel Frederick, we heard a riveting exploration of why less than 1% of customers say they’re having excellent experiences.

Meanwhile, senior leadership seems to consistently say that they are delighting customers. Why is there a disconnect? Brendan thinks to answer this question, we need to ask another one: “Do we really understand our customers?”

While we will share some insight below on … Read More

Verint Intelligent Virtual Assistant (IVA) Named a Winner in the “Intelligent Agent” Category of AI Excellence Awards Program

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Verint is pleased to share that Verint Intelligent Virtual Assistant was recently named a product winner by the Business Intelligence Group in the “Intelligent Agent” category for the AI Excellence Awards Program. This awards program recognizes the organizations, products and people who bring Artificial Intelligence (AI) to life and apply it to solve real problems.

“Artificial Intelligence is now playing a major role in our lives as the technology expands,” said Maria Jimenez, chief nominations … Read More

Verint Named a Winner on the Prestigious CRM Watchlist for the Fourth Year Running

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2022 List Recognizes Industry Leaders for Significant and Sustainable Impact on the Market

Verint®  announced that it was named a winner on the 2022 CRM Watchlist, an annual evaluation conducted by industry analyst Paul Greenberg, president of the 56 Group, LLC and notable CRM author. 

The CRM Watchlist recognizes companies that not only had the most impact in the customer-facing technology world in the past year, but also are likely to maintain that … Read More