Co-Founder and CEO for Virgin Unite Mentors Delivers Thought-Provoking Keynote at KANA Software’s CONNECT 2014 User Conference
What is the number one consumer complaint that outranks even high prices or the security of their personal information? According to the book titled Admired: 21 Ways to Double Your Value, it’s the inability to access customer service quickly and seamlessly across channels and without service disruptions, delays, lost data and dropped calls.
This topic was the focus of the keynote address by customer engagement expert Mark Thompson, here today at the CONNECT 2014 conference for customers and partners of KANA(R) Software, A Verint(R) Company (NASDAQ:VRNT) . A veteran of Charles Schwab, Virgin and Apple, and author of several books including the afore-mentioned Admired, Thompson shared his customer service insights and best practices with CONNECT attendees-representatives from commercial enterprises and government, including many of today’s most respected brands and best run municipalities.
“The greater the delays in reaching the conclusion of an order or service call, the greater the defections,” said Thompson, addressing conference attendees. “Most business processes make companies appear to have ‘institutionalized memory loss’-forgetting or omitting earlier client conversations, transactions and service issues that further alienate customers-sometimes even on the same customer service call.”
Thompson shared case histories and research about the damage done to brands and consumer loyalty when cross-channel service experiences are disjointed, advocating that organizations must have the right systems and processes in place to optimize customer engagement across every channel.
“This is also key to battling both employee and customer disengagement,” said Thompson. “Employees disengage when they don’t have customer history at their fingertips and have to do a lot of ‘archaeology’ and re-work. Customers disengage and become frustrated when they have to start all over again every time they move from the web to chat to a phone call or a live visit with a representative of your company. Every delay decreases their trust in you and their perception of quality of your company, and increases the likelihood of defection to a competitor.”
According to Thompson’s research, the most highly-engaged employees love their work when they can deliver information and service for customers quickly, and have the tools and training to do it easily and consistently. When these tools are in place, productivity can soar, engagement can boom and employee turnover can plummet-all of which can lead to increased customer retention due to improved speed of resolution and consistency of customer interactions.
Based in Silicon Valley, Mark is the CEO and co-founder of Virgin Unite Mentors, a senior executive leadership coach, a successful business leader, New York Times bestselling author, venture capitalist and Tony-nominated Broadway producer. Mark was recently named one of the World’s Top 1:1 Executive Coaches by the American Management Association and the number one thought leader on Innovation Leadership and Engagement. For more about Mark Thompson visit www.markcthompson.com or @successmatters on Twitter.
KANA(R), A Verint(R) Company, is a leading provider of cloud and on-premises customer service solutions. KANA helps global organizations-including many of the Fortune 500, mid-market businesses and public sector agencies-optimize their engagements with consistent and contextual customer journeys across agent, web, social and mobile experiences. Using KANA solutions, organizations can reduce operational costs, increase resolution rates and improve brand loyalty. Learn more at www.kana.com.
About Verint Systems Inc.
Verint(R) (NASDAQ:VRNT) is a global leader in Actionable Intelligence(R) solutions. Actionable Intelligence is a necessity in a dynamic world of massive information growth because it empowers organizations with crucial insights and enables decision makers to anticipate, respond and take action. Verint Actionable Intelligence solutions help organizations address three important challenges: customer engagement optimization; security intelligence; and fraud, risk and compliance. Today, more than 10,000 organizations in over 180 countries, including over 80 percent of the Fortune 100, use Verint solutions to improve enterprise performance and make the world a safer place. Learn more at www.verint.com.
This press release contains forward-looking statements, including statements regarding expectations, predictions, views, opportunities, plans, strategies, beliefs, and statements of similar effect relating to Verint Systems Inc. These forward-looking statements are not guarantees of future performance and they are based on management’s expectations that involve a number of risks and uncertainties, any of which could cause actual results to differ materially from those expressed in or implied by the forward-looking statements. For a detailed discussion of these risk factors, see our Annual Report on Form 10-K for the fiscal year ended January 31, 2014 and our Quarterly Report on Form 10-Q for the quarter ended July 31, 2014 and other filings we make with the SEC. The forward-looking statements contained in this press release are made as of the date of this press release and, except as required by law, the Company assumes no obligation to update or revise them or to provide reasons why actual results may differ.
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