Anna Convery
Chief Marketing Officer at Verint
Expert insights
- It used to be… your experience with your bank was compared to other banks… That’s not the case anymore. We now compare all sorts of interactions with each other.
- Our tolerance level has dropped quite significantly… Technology has allowed a lot of this transferability… which also again makes it easy [to switch].
- Technology actually does deliver the speed, the accuracy… without a human being ever coming into that interaction. We’ve become super intolerant of wasting time.
- There are some things where people feel much more comfortable, especially when it breaks, to go to a human being. It’s about having the technology correctly balanced to the righ...
- You have to be very sure of having a persistent brand experience… so that I feel like I’m dealing with the same organization. Otherwise, we have those customers who will churn.
- It has been true… for many years that the companies that deliver excellent, world-class customer experience are the ones who attract customers, retain customers, [and] grow cust...
- Good customer experience delivers more customers and more value to the customers. But… you just can’t sit still. You gotta keep moving.