The brand-customer relationship is evolving and the brand promise put forward must above all reflect the commitment to sincere and concrete actions, proposed in an intelligent way according to the different interaction channels.Respecting this promise can have a significant impact on the quality expected and the satisfaction felt by the customer. However, as customers are increasingly informed, demanding, receptive and even defiant, we can all testify that this brand promise is not always … [Read more...] about Align the relational stance with the company’s brand promise and customer orientation
Whether you are in Customer Relations, Marketing, Digital, IT or Communication, you have not been able to escape either the sudden and generalized rush of these applications or the abundance of actors and initiatives in this field.To go beyond the buzz, we propose to understand this manifestation of digital disruption from all angles…. Like many people, to varying degrees, you may be wondering about the scope, relevance and conditions for implementing a conversational agent (also called a … [Read more...] about Conversational agents: Why such a craze?
Respond to new customer expectations, hypertrophied by the promises of digital technology In recent years, a wave of funds driven by digital technology has led companies, both large groups and mid-sized companies, to initiate real transformation projects by placing the customer at the heart of their concerns. These transformation projects have resulted in the redesign of the experiences that these companies want their customers to have in the short, medium and long term. Today, the … [Read more...] about The keys to rethinking your multi-channel strategy
Never waste a good crisis As many organisations entered the COVID crisis they were forced to work in new ways and achieved changes in three weeks that many said would normally take three years. The crisis tore down change barriers and sped decision making as only a good crisis can do. The sudden move to working from home wasn’t the only thing that happened. The restrictions also forced customers to interact with companies in new ways. This caused a one-off spike in use of digital solutions … [Read more...] about New models for the new world! A once in a lifetime opportunity for change.
Financial services and investment firms are under pressure to keep pace and comply with ever-changing regulations and the increased scope of regional legislation, such as MiFID II in Europe and the Dodd-Frank Act in the U.S. Businesses that fail to meet these stringent demands run the risk of lawsuits, penalties, costly fines, and reputational damage. Verint® Verba™ can help you navigate the complexity of this regulatory landscape and take an efficient approach to enterprise compliance. … [Read more...] about Compliance Solutions
Providing customer with seamless and enjoyable support experience is important in terms of serving customer effectively and distinguishing companies’ brand from competition. Unfortunately, there’s still a wide gap between aspiring to be it and achieving it. Customer did what was told and forward the email to customer service to acknowledge the termination of service. Then , an email was received from customer service indicating that the case was resolved. After which, an email from … [Read more...] about What does it take to “make things easy” for your customers?”
WIn recent years, the term gamification is being increasingly used in management manuals, marketing and more generally in literature related to business. In 2011, the American firm Gartner predicted that at the end of 2015, 50% of companies with innovative processes would « gamify » these processes. Yet the concept remains vague or unclear for many. What is it about? Is it just a transposition of the gaming universe to areas of marketing, sales or recruitment? What usage … [Read more...] about Gamification & Customer Relationship : from consumer to customer service commitment