Why chief customer officers are giving brands a feedback advantage

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MyCustomer caught up with Ryan Hollenbeck, SVP marketing at Verint, at the recent Gartner Customer Strategies & Technologies Summit in London. Here, he tells MyC about Verint's acquisition of KANA, why this marriage of Big Data and customer experience is so compelling, and how it fits into the broader trend toward omnichannel service. 

QUESTIONS:

00.04 - Verint has acquired KANA. Why is this marriage of Big Data and customer experience so appealing?

01.15 - How has the modern channel-agnostic consumer challenged the way that organisations have to approach service?

02.22 - Are data siloes the biggest obstacle to omnichannel?

03.05 - Verint research suggests that half of consumers don't complain. How can you identify this silent community to prevent them from churning?

05.03 - Why is it important for companies that customers do complain?

05.30 - Brands collect a lot of data, but don't necessarily do a lot with it. How can brands ensure it is actionable?

07.04 - Who would be responsible for that operational change?

Live Webinar: 10 tips on using customer insight for better engagement

On Thursday 28 August, 11am, join MyCustomer, Verint Systems and customer experience expert Colin Shaw, in a live webinar discussion about engagement and personalisation. Providing practical advice to develop an effective customer engagement strategy.

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About Neil Davey

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Neil Davey is the managing editor of MyCustomer. An experienced business journalist and editor, Neil has worked on a variety of newspapers, magazines and websites over the past 15 years, including Internet Works, CXO magazine and Business Management. He joined Sift Media in 2007.

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