Posts

Putting Customers First in the Swirl of 2020

Improving the customer experience isn’t what it used to be, is it? Many challenges to serving customers were well underway before the world had to make its giant pivot earlier this year.  

Not surprisingly, how organizations listen to their customers has had to evolve too. We’re not even sure what “normal” is anymore. What we are sure about is customers are more sophisticated and many are pressed for time. This has forced a major … Read More

In conversation with… Manoj Menon

In the latest episode we go back to Singapore and speak to another renowned industry analyst Manoj Menon from the innovative new age research think tank Twimbit. Manoj has been involved in the contact centre and CX industry for over 2 decades, helping to set up the regional operations of one of the worlds most recognised research firms, where here worked for over 22 years. It might surprise you to learn that Manoj had a … Read More

451 Research Calls Verint a “Major Force in Pushing the Boundaries of VoC

It’s safe to say that the pandemic—with its global reach and vast impact on every industry imaginable—has once again reaffirmed the critical importance of customer experience.


In uncertain times such as these, offering a consistent, high-quality, efficient experience to your customers may well be remembered well into the future.

Independent technology research group 451 Research recently released a report on Verint’s Experience Cloud suite and stated the following:

“Verint is broadening the scope of its Read More

Customer Experience: Five Pillars to Reach a Sustainable Competitive Advantage

More than ever before, living and breathing the customer experience every day is critical.

Verint’s Ryan Hollenbeck, senior vice president, global marketing and executive sponsor of Verint’s customer experience (CX) program, continues his series for the Forbes Communications Council with a look at five key pillars to Verint’s customer experience program. He believes every company looking to improve its customer experience (CX) program can incorporate them to help strengthen customer centricity.

He shares his insights … Read More

The Next Evolution of Desktop Analytics

Desktop Analytics solutions are veterans of the call center industry, having been around for close to 10 years. However, new features are enabling organizations to leverage the insights captured in new and exciting ways.

Fundamentally, Desktop Analytics has three core capabilities:

  1. Capture activity and application use directly from the employee desktop without any integration with the systems and applications being used. This is handy, especially in back offices where legacy systems make it difficult to
Read More

Unifying Your Business through VoC: How a Holistic Approach Transforms CX Program Results

Findings from Aberdeen’s June 2019 Voice of the Customer study show that 83% of companies currently have a VoC program to support CX initiatives across all channels and business departments. However, 70% of them are not satisfied with their ability to use VoC data to achieve organizational goals. CX leaders report the top reason for their dissatisfaction is that they find the existing VoC data they have access to insufficient to gain substantial business insights.… Read More