Customer Engagement

For decades, many companies have used cookies to gain insights into their customers; it is one of the most prevalent tactics to gather customer data. This approach has proved to have several issues,...

When it comes to interacting with brands these days, customers are firmly in the driver’s seat. They’re used to reaching out when and where they want, from traditional call center channels to websites and...

Still reeling from the dramatic effects of the COVID-19 pandemic, organizations see a future of constant change and continued challenges in their efforts to connect with customers. On top of reorienting operations and building...

It seems evident that many of the recent changes we’ve seen in the contact center over the last two years are very likely to continue, at least for the foreseeable future, as our “new...

If you run a call center, change is familiar. The functionality and technology are more advanced than ever before. Beyond that, the expectations of service, the metrics that gauge success, and the channels customers...

Are you capturing prospective customers effectively, or simply letting fate take its course, hoping to close new business using traditional approaches and metrics? How about retaining existing customers? Are your traditional methods keeping up...

When it comes to brands, millennials are not lacking for options. The first generation raised on digital tools, the ability to research and choose among thousands of search results is second nature. This has...

Cold shoulder” is defined as “deliberate coldness or disregard, a slight or snub” (American Heritage Dictionary of Idioms). The term first appeared in writings by Sir Walter Scott in the early 19th century and...

While digital native consumers prefer a human element in service interactions, as citizens, they want more self-service and digital options when engaging with government agencies. Despite the fact that millennials have surpassed Baby Boomers as...

Recent research shows that, despite the rise in digital customer service channels and options, 79% of consumers prefer that the human touch remain part of customer service when engaging with brands and service providers....

Ernst & Young’s study, The Digitisation of Everything: How Organisations Must Adapt to Changing Consumer Behaviour, sheds some light on a key challenge that businesses face as they make the move toward digitizing customer...

Greetings from Engage 2015, The Verint Systems Global Customer Conference, in Las Vegas (June 8th-11th)! The event got off to a great start Monday evening with an opening session that highlighted the rapid evolution...