VIEW ARTICLES FROM AUTHOR

2016 Predictions: Get Back to the Basics

  • January 13 2016
  • Resource: Loyalty Today

Over the past couple of months, I’ve been reading quite a few articles on 2016 predictions. Many of the write-ups speak to important topics: digital first, cloud, mobile, predictive, knowledge management, self-service, customer journey...Read More

A Drone, a Hoverboard, and Today’s Consumer

  • December 31 2015
  • Resource: Loyalty Today

It has been quite a year in the technology sector. For those of us focused on customer-centric technologies, we’ve had to cover a broad set of topics: Digital disruption, the Internet of Things, mobile, cloud, analytics, security, customer...Read More

Ouch! The Modern Customer Service Representative

  • November 13 2015
  • Resource: Loyalty Today

Check out this infographic from Ventana Research1 that we are using as part of a marketing campaign. The infographic, titled Customer Engagement in the Digital Age, shows that companies have to support up to 17 channels of engagement to interact...Read More

Isn’t There an App for That?

  • September 19 2015
  • Resource: Loyalty Today

I was talking to Nancy Porte, our VP of Customer Experience after a recent webinar she did in which she discussed the intricacies of journey mapping. One of the comments/questions posted by an attendee really struck a chord with me. The comment...Read More

Customer Engagement Versus Experience

  • August 21 2014
  • Resource: Loyalty Today

We’ve all seen the flood of messaging that is talking about today’s customers. If you’ve been taking a really extended vacation and don’t know what I’m talking about, let me help get you up to speed. It sounds like...Read More

Are Your Customers Engaged?

  • August 07 2014
  • Resource: Loyalty Today

With the recent acquisition of KANA Software, we’ve been talking quite a bit here at Verint about what it means to optimize customer engagement. Customer engagement is different than customer experience and shouldn’t be...Read More

Customer Retention: It's More Than Just Churn

  • July 12 2013
  • Resource: Loyalty Today

By Dave Capuano, Vice President, Marketing, Verint® Systems A couple of weeks ago I was looking for a good video clip to use as part of a presentation when I came across an old Saturday Night Live gem about a distressed traveler who loses his...Read More

Verint Blog Big Data Can Offer a Big Payoff. Really!

  • May 14 2013
  • Resource: Loyalty Today

These days the Big Data buzz is growing louder, rapidly becoming a topic that organizations need to address. The volume of customer data has become so large—and is growing at such a fast rate—that “business as usual” can...Read More

Laughing and Crying with Peyton Manning

  • January 28 2013
  • Resource: Loyalty Today

I was sitting back these past two weekends with my 11 year-old son watching a great product – the NFL playoffs. For those of you who watch professional football, these past weekends have been some of the most exciting in years. There have...Read More

Recognizing the Impact of Social Media

  • May 03 2012
  • Resource: Loyalty Today

In this day and age – an age Forrester Research defines as the “age of the customer,” in which focusing on the customer matters more than any other strategic priority – social media has created a shift in power...Read More