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Consumers still crave human engagement in customer service meaning an over reliance on digital channels can jeopardise customer relationships, according to a Verint White Paper, The Digital Tipping Point. Our research found a customer’s channel preference is contextual and there are several instances where digital doesn’t stack up. “Ultimately, all

The decision to use traditional or digital channels to interact with a brand is influenced by the complexity of their request, according to a new Verint white paper. Despite an overall preference for human interactions, customers will turn to digital for less complex needs, the authors said. The whitepaper, The Digital

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Marketers still struggle with mastering the customer journey, which makes it difficult for many to understand where best to place their development spend. Part of the problem, according to the CMO Council, is that many brands still fail to take a strategic approach to the issue. According to Liz Miller,

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There is a growing school of thought in the digital world that merely observing and analyzing customer behaviour can provide equal or better insights than feedback from customers. Driving this is the explosion of customer data and rise in behavioural and web analytics that have made it seem easier to

By being smart about listening to customers Bank of America cuts support tickets by 10,000 a month. At a time when many leading global financial institutions are still saddled with poor reputations dating from the financial crisis, Bank of America, one of the world’s largest commercial banks, has invested in

Digital feedback has the potential to have a far-reaching business impact on things like customer loyalty and revenue. But only if it’s harnessed correctly. For instance, there are a handful of absolutely critical strategies you should be following, such as making sure you capture the right data. That may sound