2017-03-10 17:35
An innovative prescription benefit management leader was filling almost two billion prescriptions annually but lacked the tools and data to provide visibility into performance and enable mor… Read More
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Customer Experience Management Blog - Kana Software Blog
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The KANA Customer Experience Management blog is for business leaders and practitioners interested in reading about and sharing the latest customer service strategies, tips and tactics.
2017-03-09 20:00
Is your organization struggling to achieve its performance goals due to operational silos? If so, you’re not alone.
I see this time after time across industries and company cultures. D… Read More
2017-03-08 19:26
The Intelligent Contact Center meets customers when and where they are, providing connected service on a variety of channels.
So, what does this actually look like in practice—and how… Read More
2017-03-06 20:44
Do your customers know you are really listening to them?
These days it’s more important than ever that organizations respond in a timely manner to their customers’ concerns and i… Read More
2017-03-02 19:23
Chief Data and Analytics Officer
March 6-8; Sydney, Australia
Verint’s Belinda Haden, head of customer analytics, Asia Pacific, will present “Discussion Group: Operationalizing… Read More
2017-03-01 18:09
The mail-order pharmacy unit of a healthcare insurer recently upgraded to the latest version of Verint® Workforce Optimization™. The upgrade was no easy undertaking as it extended… Read More
2017-02-27 17:08
Contact center leaders and managers understand time and resource challenges all too well. Add an ever-increasing need for a great customer experience to the mix, and it’s clear that ev… Read More
2017-02-23 16:52
Verint recently took part in the Customer Response Summit in Las Vegas, a forum for customer experience and customer service executives. One of the primary themes of the conference was… Read More
2017-02-23 15:30
Renowned photojournalist, author, and adventurer Dewitt Jones will be a keynote speaker at the Verint Engage Global Customer Conference in Orlando.
Held May 22- 25, Engage provides a unique… Read More
2017-02-23 15:27
We love “before and after” pictures.
A house that’s fallen into disrepair can be renovated into a design showpiece. An abandoned, malnourished puppy can be nursed back to h… Read More
2017-02-23 15:25
Milestones are important reminders. What will your brand’s promise and purpose be in 2017, and where does the Customer Experience (CX) Program fit in? Perhaps more importantly, what sh… Read More
2017-02-16 17:53
How committed are you to engaging with customers?
Leading organizations share a commitment to engaging with customers—capturing their feedback across all channels and then tailoring th… Read More
2017-02-15 19:44
We hear a lot today about employee engagement. But according to the Hay Group, “engagement alone does not drive employee effectiveness.” Employees also need to be enabled.
In oth… Read More
2017-02-14 16:56
As a global laboratory supply and distribution company, VWR needed a platform to capture, collect and analyze customer feedback.
To better capture the voice of the customer, the company sele… Read More
2017-02-13 19:46
I recently shared my thoughts with the Technology Services Industry Association (TSIA) about how a connected, contextual and consistent approach to customer service helps customers do busine… Read More
2017-02-13 17:15
Toward the end of 2016 I had the opportunity to hear the perspectives of many people who worked at city, state and national government and who participated in the first few Citizen2020 &lsqu&hell…Read More
2017-02-09 17:55
While the world has embraced digital for both their entertainment and business purposes, something has emerged recently that may surprise a few people.
The human element of customer service… Read More
2017-02-08 16:32
A recent Insurance Networking News article by Nathan Golia (@NathanGolia) references a West Monroe Partners’ study on data analytics in insurance companies that found “Two-thirds… Read More
2017-02-07 20:16
Building a great journey map is not easy.
In our experience, the best approach is to make the initial investment in a holistic map and its supporting customer data, and then drill down to so… Read More
2017-02-07 16:02
These days, organizations across all industries need to make good use of their time and resources—and discover ways to strengthen customer relationships.
Verint customers have the oppo… Read More
2017-02-06 17:38
Speech Analytics (SA) was introduced to the call or contact center a decade or so ago. SA transcribes and analyzes audio in every phone call to discover powerful, rich actionable insights… Read More
2017-02-02 21:31
Customer Response Summit
February 6-8; Las Vegas, Nevada
Verint’s Greg Sherry, vice president, marketing, will lead an interactive general session with conference executives called &ld&hell…Read More
2017-02-01 19:36
Today’s customer is smart, engaged, connected and informed. To keep pace with this new breed of customer, organizations must also become smarter and more connected.
Your employees are… Read More
2017-02-01 19:30
Here at Verint, Customer Experience remains at the forefront of how we operate. We have a thoughtful, dedicated CX initiative with broad cross-functional support and fantastic customer advoc… Read More
2017-01-31 23:19
Voice of the Customer and Customer Experience initiatives are strategic imperatives today, helping organizations measure and enhance experiences, satisfaction and loyalty.
Organizations that… Read More
2017-01-30 15:30
Organizations are amid a shift in customer handling philosophies in an age where interactions between customers and brands are occurring increasingly primarily through online and digital cha… Read More
2017-01-26 16:41
Recently, the British government announced a £1 billion pound investment for faster broadband and 5G in the UK, which will benefit consumers and businesses.
Unfortunately, government d… Read More
2017-01-25 19:58
How can organizations start to think more strategically in the New Year about maximizing their technology investments?
One way is by looking at IVR and WFO-generated customer insights as a s… Read More
2017-01-24 19:44
Providing great experiences for customers has become an important goal for many companies today.
They recognize that creating compelling experiences is the best way to attract, retain and de… Read More
2017-01-24 15:57
Has the news of your successful robotic process automation initiative spread across your organization? Are you getting new suggestions each day of processes that should be automated next?
Or… Read More
2017-01-23 18:32
Verint’s Ryan Hollenbeck recently spoke with Contact Center Pipeline about the art of balancing the digital and human elements of the customer experience.
Organizations that strike thi… Read More
2017-01-20 17:56
Managing to Service Level Agreements (SLAs) can be a daunting challenge, mostly because few organizations can view and track service requests and work items from the point of origin all the… Read More
2017-01-17 16:57
Are you interested in presenting during a breakout session at Engage 2017, the Verint Systems Global Customer Conference? This year’s conference will be held in Orlando on May 22 &ndas&hell…Read More
2017-01-12 16:04
Verint recently introduced Mobile Work View to meet the evolving needs of organizations that need to access workplace information anytime, anywhere.
Because work doesn’t just happen in… Read More
2017-01-10 21:19
This personal property and casualty insurance provider needed the tools to address complexities that the company’s traditional methods for understanding the voice of the customer faile… Read More
2017-01-09 19:58
These days everyone is trying to better understand their customers’ needs and preferences. Armed with this knowledge, organizations can better prioritize the customer experience and bu… Read More
2017-01-05 20:55
Are your managers drowning in too much information?
It’s quite likely they are. Operational areas are typically under pressure to achieve better results, but it can be challenging for… Read More
2017-01-04 18:59
When you first say production management, I think most people envision an assembly line—perhaps at an automobile plant.
Production management in a service support organization is simil… Read More
2017-01-04 18:57
At Verint, we are grateful for our customers, partners and all our blog readers! We wish everyone safe and restful holidays. We look forward to a fantastic 2017!
The post Verint Wishes You H… Read More
2016-12-21 18:03
Despite our best efforts, cyber attacks are getting more aggressive and sophisticated.
The threat of targeted attacks is real, and the cyber security landscape must change with the need for… Read More
2016-12-20 16:38
Surveys play a vital role in customer experience (CX) and are often referred to as the “backbone” of a successful program. While there are many ways to gather information from cu… Read More
2016-12-16 22:43
This leading media company needed a program to efficiently identify agent improvement opportunities to better manage its quality assurance program—as well as maintain the high level of… Read More
2016-12-15 17:47
By now, the concept of the cyber attack chain—or kill chain—is widely accepted as a way to understand and deal with threats.
The first thing that malware does once it’s est… Read More
2016-12-14 22:47
Tis the season to take stock of where things are—and CX programs are no exception.
The New Year is a good time to ask if your organization’s customer experience is reflecting wel… Read More
2016-12-13 20:13
Earlier this month, we wrapped up Verint’s global Engage customer events for the year at the amazing Savoy Hotel in London.
What started in a beautiful harbor in Sydney, Australia with… Read More
2016-12-09 16:55
In the previous blog post, I introduced the director of global business process services at a leading enterprise technology company.
The director set out on a journey to provide back-office… Read More
2016-12-08 22:48
As you start to finalize 2017 planning for your organization, have you looked “outside in” and gathered ideas and insights from other organizations for the customer engagement op… Read More
2016-12-08 22:46
Verint’s John Chmaj, senior practice director for knowledge management, recently shared his thoughts with the Technology Services Industry Association (TSIA) about why knowledge manage… Read More
2016-12-06 17:46
Business agility has been described as the ability for organizations to sense, prioritize and act. First a business must be able to rapidly sense an opportunity or threat to its business.
It… Read More
2016-12-05 19:12
In another life, as “Bob the Movie Man,” I am a prolific film reviewer—so, I often frame business problems in terms of famous movies.
For those old enough to remember &ldqu&hell…Read More
2016-12-02 17:20
The Director of Global Business Process Services at a global enterprise information technology company came to a realization many years ago.
The managers of back-office operations were at a… Read More
2016-12-01 17:51
Future Branches
November 29 – December 1; La Jolla, California
Verint’s Jenni Palocsik, solutions marketing director, will participate in a panel discussion on December 1 titled… Read More
2016-11-30 18:05
Aware of the dangers and probability of suffering a data breach, organizations are rethinking their security posture. They realize that the traditional prevention-based security model, based… Read More
2016-11-29 19:57
During the first two webinars in our Knowledge Is Power series, we learned how Knowledge Management, when done well, can provide tremendous benefits to your customers, employees and organiza… Read More
2016-11-28 19:57
I originally wanted to title this blog “Answering the Musical Question: How Do You Know What You Don’t Know If You Don’t Know That You Don’t Know It?”
Then I re… Read More
2016-11-22 17:25
We want our operations to run more smoothly, efficiently and productively.
We need insights into how and where we can make changes to help achieve better results.
We strive to allocate resou… Read More
2016-11-21 18:43
Now, if a customer can say it, write it or click it, Verint and OpinionLab VoC solutions can collect, analyze and enable organizations to take action on it.
Verint and OpinionLab are now one… Read More
2016-11-17 19:00
As a consumer, digital channels play a big part of any decision I’m making. Digital channels, in particular online communities, enable me to:
Take less risk in my choices and decisions… Read More
2016-11-15 21:08
Not too surprisingly, employees do better work when they have access to what customers are thinking.
So, how do you apply everything you’ve learned about customer wants and expectation… Read More
2016-11-11 17:51
Performance management lets employees, managers and the organization know where they are achieving or falling short of their goals. But knowing where you need to improve—and how to imp… Read More
2016-11-10 17:11
November 17
CRMXchange Webinar to Explore the Difference between Customer Experience Failure and Success
The difference between delivering a customer experience failure or success can be raz… Read More
2016-11-09 19:09
Interest in Robotic Process Automation (RPA) remains high. More and more organizations are exploring the potential use of software robots to automate tasks or entire processes using desktop… Read More
2016-11-08 20:15
It’s not difficult to see how knowledge management can save your organization money. If agents can quickly find consistent, accurate answers to customer service questions, handle time… Read More
2016-11-08 17:11
Most process improvement initiatives start as a reaction to a missed goal in a division or workgroup. The managers overseeing this division decide to improve the process to try and improve o… Read More
2016-11-08 00:04
Four ways that speech insights can impact the contact center and beyond
Speech analytics technology is becoming an essential change agent across the enterprise, with impact beyond the contac… Read More
2016-11-02 17:06
Even as many financial institutions and retailers decrease the overall number of branches or stores in their network, research shows that having a physical presence is still valued by consum… Read More
2016-10-31 14:57
More digital and automation is what consumers want, right? Well not so fast. Consumers around the world have spoken—and more than four out of five of them believe speaking… Read More
2016-10-28 17:07
CRM Xchange Virtual Conference
November 3; Best Practices Roundtable
Verint’s Rajeev Venkat, senior director, solutions marketing, will present “E2 = CEO” as part of the &l&hell…Read More
2016-10-26 21:17
One complaint we hear often in the age of Big Data is that we now have too much data. You may ask: How do I dig through all the noise and find the data that truly helps me measure and… Read More
2016-10-25 16:47
Have you filled a prescription at a pharmacy or through mail-order recently? It’s a process that seems simple enough.
However, for a leading prescription benefit management (PBM… Read More
2016-10-24 18:15
October 27th CXPA Webinar with Forrester to Explore the 3 E’s of CX Quality
Effectiveness, ease and emotion are three key benchmarks to measuring the quality of your customer experienc… Read More
2016-10-21 18:20
Executive boards and senior leadership teams represent a variety of personalities and management styles, but one thing they definitely have in common is this: they’re busy.
A customer… Read More
2016-10-20 17:55
In a high-volume contact center, shaving a few seconds off of average handle time (AHT) can potentially save millions of dollars. Importantly, other metrics such as accuracy, compliance and… Read More
2016-10-19 21:05
As we swing into the autumn/fall in the northern hemisphere, I have some upcoming events and activities that I hope you will find interesting and thought-provoking.
Let’s start with so… Read More
2016-10-18 20:28
Not surprisingly, governments today are challenged with juggling resources and demand.
As you may have read in part one of this blog series, Contact Solutions recently commissioned the Gover… Read More
2016-10-13 14:46
Never before has the voice of the customer been more important—and surveys are at the core of our feedback efforts. They provide a great opportunity to discover what our customers thin… Read More
2016-10-12 19:33
Governments around the world are increasingly realizing the impact outdated technology and poor processes can have on citizen engagement and operational burdens.
In a nutshell? A critical im… Read More
2016-10-07 16:11
As you may have read in part one of this blog series, one of the primary objectives of the Customer Response Summit in Austin, Texas last month was to “identify best practice… Read More
2016-10-05 16:52
As we celebrate CX Day and National Customer Service Week (NCSW), I thought it would be a good time to share some secrets of the trade and build on the great insights from Ryan Hollenbeck&rs&hell…Read More
2016-10-04 17:33
We have been hearing a lot about the impending “Age of the Customer” and how critical our employees are to enabling this new age. In fact, some would argue that this new age is a… Read More
2016-10-03 17:59
CRM Magazine Roundtable
October 5; Webinar
Verint’s Daniel Ziv, vice president, customer analytics, will present “Optimize Customer Experiences with Actionable Data” at 2 p… Read More
2016-10-03 16:35
Improving customer experiences is a top-ranking priority for almost all businesses. However, many organizations haven’t found ways to accomplish this goal.
In fact, a common misconcept… Read More
2016-09-27 16:54
Some of today’s financial institutions are changing from a traditional staffing model—based on tellers and transactions—to a universal banker model.
This is a direct respon… Read More
2016-09-26 16:52
When people think about measuring customer satisfaction, they naturally assume a corollary is customer loyalty.
Unfortunately, customer satisfaction can only be a reliable predictor of custo… Read More
2016-09-22 19:38
Earlier this week Verint took part in the Customer Response Summit in Austin Texas—a forum for customer service and customer experience executives. One of the primary objectives of the… Read More
2016-09-21 19:33
Trust is an under-rated value in many organizations, but research shows it has significant impact on business performance. And, according to the 2015 Employee Engagement Benchmark Study by T… Read More
2016-09-20 16:46
Leadership support is needed for a customer experience program to succeed—we can all agree on that. The challenge is those executives live in the real world of organizational changes… Read More
2016-09-19 18:40
Quality Monitoring has been a staple of service organizations for decades now. How many times have we heard, “This call is being monitored for quality assurance,” when calling in… Read More
2016-09-15 16:11
Robots seem to be everywhere these days—on the big screen in popular science fiction movies, in books and in toy stores, and also in a real way improving our workplaces and other aspec… Read More
2016-09-14 15:50
Getting It Going
In part one of this blog series, we shared some insights from our experiences about why executive sponsorship of a customer experience program is so important, the significa… Read More
2016-09-12 15:55
As a marketer, you’ve likely heard the term “gamification” thrown around a lot and perhaps wondered what it really means within a community.
In order to be successful, busi… Read More
2016-09-09 16:27
Customer experience requires funding and funding requires a strong business case. So how do you draw a direct connection between your efforts and the business resources needed to sustain the… Read More
2016-09-08 17:28
With the speed of doing business increasing at a pace unheard of just five years ago, today’s organizations want to do some things in real time.
While speech analytics has become widel… Read More
2016-09-07 16:14
A Look at What Works and Why
Wisdom gained from customer experience (CX) programs tells us that organizations have to earn the right to do business with each of their customers. No longer ca… Read More
2016-09-07 16:12
Personalization has become a cornerstone for building brand loyalty today. Customers are demanding a much more individualized approach to customer service than ever before—and th… Read More
2016-09-01 16:30
Squiz Summit
September 8; Sydney, Australia
Verint’s David Moody, vice president and global practice leader, government and public sector, will present “1+1=WOW: The Benefits of… Read More
2016-08-29 19:55
As I discussed in last month’s blog Creating a Customer-Centric Culture, the president of a division of a Fortune 500 utility company drives her organization’s custome… Read More
2016-08-26 16:39
We are pleased to announce that Kevin Wine, Vice President of Marketing for Verint Video and Situation Intelligence, and Matt Tengwall, Vice President and General Manager of Security and Cyb… Read More
2016-08-24 19:27
Does it feel like déjà vu every time you read another article predicting the death of the bank branch?
There’s no denying that smartphone apps and online banking have had… Read More
2016-08-23 21:58
We all want to see constant improvement, but what do you do when customer satisfaction flat lines?
The dreaded customer satisfaction (CSAT) plateau. It happens to every organization. After… Read More
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