Face the Music… Call Yourself!
According to TheFreeDictionary.com, “face the music” means to “confront unpleasantness, especially the consequences of one’s errors.” The precise origin of this idiom has been...
3 Trends and Challenges for the CX Industry in 2019
In the increasingly crowded business landscape, there are a few specific focuses that organizations can invest in to give themselves a boost in attention...
Customer Experience: Collecting Meaningful Feedback
As many of the discussions at Engage 2015, Verint's Global Customer Conference, highlighted, analytics provides valuable insights into customers’ needs and expectations. To really...
Omnichannel: Tracking the Customer Experience
So far, in our omnichannel series, we looked at the top challenges that contact centers face when transitioning their strategy from multichannel to omnichannel,...
Executive Talk: JoAnn Morency, NECCF and Commerce Bank
JoAnn Morency is a founding board member for the NECCF (NorthEast Contact Center Forum), and Senior Vice President and Director of Retail Banking at...
Map Your Customer’s Journey
Today’s customers own multiple technology devices and use them to interact with companies and brands like never before. People’s preference for—and reliance on—technology to...
Customer Centricity: Bridging the Gap Between Expectations and Experience
It has been almost 15 years since Bain & Company delivered its jaw-dropping statistic on the customer experience delivery gap. The firm’s research showed...
Analytics in Action: Using VoC Data to Create a Better Experience
Last month, some 1,200-plus contact center and operations leaders gathered in Las Vegas for Engage 2015—The Verint Systems Global Customer Conference, where they shared...
What Seven Years in Prison Taught Me About Managing and Respecting the Customer Experience
My first taste of customer experience (or what we referred to at the time as customer service) was in a bar. I was behind...
The Ball Is in Your Court
I have had this idiom tossed my way any number of times by my parents, my children, my husband, my bosses and my colleagues....
Contact Center Executive Outlook on 2020 and Beyond
Across industries, research reports are predicting that businesses can expect more change in the next five years than in the last 50. That certainly...
The Moment of Truth
My flight just got canceled, and I have to make it home tonight to attend my daughter’s holiday dance recital. Or maybe, after 17...
