Just upgrading a touchpoint is so 2016. Comparing current and desired experiences is a good foundation for a CX plan.Much has been written about how to develop a customer journey map. It’s a popular topic, and many professionals across...Read More

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 beginning our customer experience...Read More

In Part 1 of this blog I highlighted some important ways I’ve observed today’s leading organizations move toward driving customer engagement, including omnichannel customer experience and more personalized interactions with...Read More

This year, more than ever, I am struck by what seems to be a true transition for customer experience professionals as they move toward driving customer engagement. In a pair of blog posts I will outline some significant ways I’ve observed...Read More

How do you find long-term, loyal customers? By addressing specifically what your customers are saying. Many organizations want to build successful voice of the customer programs to increase loyalty but aren't sure what steps to take to make it...Read More

*This is reposted from http://www.verint.com/verint-blog/ The Customer Experience Professionals Association (CXPA) annual Member Insight Exchange kicks off today in San Diego, California at the Hotel del Coronado. Our keynote speaker this...Read More

By Nancy Porte, VP of Customer Experience, Verint® Systems*This is reposted from http://www.verint.com/verint-blog/ This week I had the pleasure of hosting a webinar presented by Harley Manning, Vice President and Research Director, Forrester...Read More

A new year often translates into new opportunities for customer experience (CX). The following highlights the trends that Verint is seeing, in addition to the advancements and changes it expects from the customer service industry in the coming...Read More

Over surveying is a leading cause of declining response rates.  Yet, today’s consumers are inundated with requests for feedback through email, texts, IVR, SMS and social media.  During a recent webinar Mike Clarkin, Global Vice...Read More

Having a personal history of avoiding large crowds, I have never taken part in the Black Friday shopping frenzy. But all that changed this year. My daughter works at American Eagle Outfitters during school breaks, and thought it would be fun if...Read More