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Thought Leadership

Our Latest Customer Experience Insights

From VoC To Experience Management: Are We Creating More Engaging CX?

For decades, we’ve been collecting customer feedback through various forms of surveys such as email and text, live and automated phone surveys, even the suggestion box. However, today those channels are not enough to provide the rich data needed to make an accurate, positive change that will improve customer experience.

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

With today’s shifting landscape stemming from the global pandemic, you might be grappling with identifying and implementing solutions to help your customers find the information they need – when they need it – in a single location. However, you may be surprised to find that you already have the solution in the form of your online community.

Quantifying customer experience programs into dollars and sense (or how I got my honorary finance degree)

Conversations around CX are generally on the emotional state of the customer and their relationship with the company. But how can this be quantified? Nancy Porte, Verint’s VP of Global Customer Experience, tells you how.

5 Ways to Improve Internal Communication With Remote Customer Service Teams

Internal communication is a priority for companies—but with remote work becoming the norm, the ways that teams keep in touch have changed.

To ensure that customer service teams are aligned with the direction of the company, you need to learn how to communicate strategy effectively. In this article, we share the best ways to improve internal communication with remote customer service teams.

Delivering CX: Lessons Learned from Verint’s First Virtual Conference

Like many organizations hosting onsite events this year, we were faced with making the difficult decision about whether to hold Engage, our annual customer and partner event in May, due to the onset of COVID-19. After careful consideration and prioritizing the safety of our customers and employees, the executive team decided to postpone the onsite conference scheduled in Dallas and provide a virtual event…

Verint Feature – The Makings of a World-Class Customer Experience Program

Customer Experience is no longer just a buzz word that companies can throw around. It has become a megatrend that demands a complete mindset shift in not only executive teams, but it also requires buy-in from the board in order to thrive.
On today’s show, Ryan Hollenbeck, CMO of Verint, joins us to discuss what market-leading companies do differently to prioritize CX programs. In Ryan’s first segment, he shares 3 critical steps to building a world-class customer experience program.

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The Insights Revolution Will Help Deliver Exceptional Experiences

Think cloud computing was disruptive? That will pale in comparison to what’s coming next: the insights revolution. As technologies start to learn from our experiences, the entire human-computer relationship will flip. That’s the essence of machine learning (ML) and artificial intelligence (AI), and it’s groundbreaking for customer experience (CX).

3 Ways to Transform Your CX Strategy with the Voice of the Customer

You’re eating dinner at a nice restaurant. The manager comes by and asks how you’re enjoying the meal. We’ve all had this experience. And while it’s good business practice on the manager’s part, your short conversation does not constitute a complete or realistic view of your experience.

How AI-Infused Knowledge Management Tools Support CX

Mention the term knowledge management (KM) and you’d once be greeted by a roomful of yawns. Not anymore. With artificial intelligence (AI) injecting new vigor into KM, its “old librarian” image is suddenly sexy. It’s a player that can make a significant contribution to CX improvement and competitive advantage. Let’s face it: Company efforts to build knowledge bases are sometimes futile exercises. Content can be quickly accumulated. The challenge is managing it so it’s useful and easy to find.

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