A new study from Verint and Opinium Research reveals that Customer Experience (CX) is considerably more nuanced than many businesses realise, with Omni Channel coming to the fore. FULL STORY >

As organisations are under increasing pressure to deliver fast, efficient and accurate service, Robotic Process Automation is one of the ways they can improve accuracy and respond more quickly to help meet customer expectations, says Verint. FULL STORY >

Results of an international study from Verint Systems have shown that concerns around data privacy and security remain at the top of the consumer agenda. FULL STORY >

Michiel Lely, VP of Practices, EMEA at Verint, explains why digital channels cannot and should not replace the personalisation offered by human beings. FULL STORY >

Despite the rise in digital customer service channels and options, 79% of consumers prefer the human touch to remain a part of customer service when engaging with brands and service providers. FULL STORY >

A study by the Boston Consulting Group (BCG) found that millennials, who account for R18.2 trillion in direct annual spending, engage more extensively with brands than older consumers and expect a more personalised two-way marketing relationship. FULL STORY >

Robots seem to be everywhere these days—on the big screen in popular science fiction movies, in books and in toy stores, and also in a real way improving our workplaces and other aspects of our daily lives. FULL STORY >

Company Cited with the Highest Ranked Current Offering and Strategy; Recognised for Customer Engagement Focus. FULL STORY >

Customer analytic technology can help better understand what your customers actually want, and become an aspirational brand FULL STORY >

The end of frustrating telephone verification processes are in sight, as new voice recognition technologies have matured sufficiently to be used widely by call centres in confirming the identity of customers on the phone. FULL STORY >

Verint Systems Inc. today announced enhancements to its Enterprise Feedback Management (EFM) solution, enabling further flexible, mobile customer engagement across today’s digital enterprise. FULL STORY >

The digital shopping experience has transformed how we engage with brands and make decisions. However, our natural instinct to turn to others for recommendations still prevails. FULL STORY >

The rapid growth of Gamification and the computer game culture are helping to create more efficient and profitable contact centres, says leading Strategic Back Office Workforce Optimisation Consultant Graeme Gabriel... FULL STORY >