Theme Descriptions

Choose your interest from the list below

Some sessions will appear for multiple interests

Interest 1 - Workforce Optimization

How to improve efficiency and execution with employee guidance, robotics and process analytics

15:40 -16:05
Michiel Lely, VP Practices, Verint EMEA & Martin Melis, Solution Consultant, Verint Nederland

Silent Theatre 1

Most organisations are on a journey to improve the customer experience by simplifying processes and driving down First Contact Resolution (FCR). A lack of visibility into what is actually happening can be a barrier to transformation. Verint Desktop & Process Analytics can deliver the necessary insight to direct transformation programs and track its success. Changing employee behavior is possible using Verint Process Assistant and Verint Robotic Process Automation respectively focusing on guiding people or automating processes end-to-end.

Interest 1 - Workforce Optimization

Smooth Sailing Ahead: Strategic Workforce Planning in the Contact Center

13:40 - 14:05
Michael McKinney, Manager Workforce Planning, Holland America Line

Vision of the Future

When Holland America Line added three international contact centers and two more brands to its forecasting model, a new tool was needed to manage strategic forecasting. Verint’s Strategic Planner helps Holland America Line manage strategic forecasting and budget planning for staffing. Strategic Planner helped change a two day process to a two hour process. Michael will show the basics on how to configure and start using Strategic Planner, and explain why it is such a powerful tool. Strategic Planner is the foundation for hiring/staffing decisions for Holland America Line’s four international contact centers. You will also see how Speech Analytics can provide valuable insights and guidance for the WFM team, from two real life examples.

Interest 1 - Workforce Optimization

How to Use Performance Management and Gamification to Supercharge Employee Engagement

13:40 - 14:05
Michiel Lely, VP Practices, EMEA, Verint & Jan Verbeeck, Senior Consultant WFO, Verint

Silent Theatre 1

Employee Engagement is The Key to a better customer experience. Performance Management can help you get and stay there. In this session, you will receive an overview of Performance Management and Gamification and learn how it can supercharge your performance management program through direct and consistent engagement with your employees.

Interest 1 - Workforce Optimization

How to reduce operational expenses by utilizing strategic functionalities within Verint Workforce Management tomorrow

14:15 - 14:40
Alexander Fischer, Director Enterprise WFO Practice, Verint EMEA & Jeffrey Haringa, Teamleader WFO consultancy, Verint Netherlands

Silent Theater Ring 1

Staffing and head count figures are high on every management agenda as those make up the biggest part of operational expenses. Hence many organizations have embarked on using modern workforce management solutions to match supply and demand as efficiently as possible in the short-to medium run in order to manage costs. While this tactical approach is quite sophisticated the strategic approach is lacking most of this sophistication.
Verint Strategic Planner leverages on the information you have stored in your WFM solution and creates very accurate scenarios for long-term budget and headcount planning. With very granular details the information results in hiring plans which HR can utilize in order to ensure a recruitment strategy which is aligned to operational requirements. Learn what the advantages are compared to your current models and tools today. Verint Strategic Planner is available for every Advanced WFM customers or will be available to all WFM customers once upgraded to Verint V15.1.
Including Customer Panel with: Michael McKinney, Manager of Workforce Planning and expert in using Strategic Planner at Holland America Line.

Interest 2 - Customer Analytics

Contact Center Management: The House of Dolittle

10:15 - 10:45
Jan Smets, Director Retail and Customer Care, Mail and Retail Solutions, bpost

Philips Zaal

The European postal market is changing radically, forcing bpost and other postal services to reflect on their core business and take on new challenges in a context that is more customer-centric than ever before. The contact centre cannot escape this evolution. The operational pressure is intense and is no longer limited to the front office. The back office is slowly but surely also shedding the perception of being the 'black office'. An understanding of internal mechanisms is crucial. But that is not all. As a magnet for 'moments of truth', the contact centre collects enormous quantities of customer insights. There is a growing need to develop that veritable gold mine of data... When you’re sitting on oil… drill!. The above developments require contact centre managers to increasingly take on other roles. By helping direct treatment plans of product development, marketing and management, it is truly taking on the role of value centre. In this keynote speech Jan Smets, author of 'Contact Center Management' (Lannoo Campus, 2016), takes you on a journey of transformation in contact centre management, with practical examples from bpost and others.

Interest 2 - Customer Analytics

Smooth Sailing Ahead: Strategic Workforce Planning in the Contact Center

13:40 - 14:05
Michael McKinney, Manager Workforce Planning, Holland America Line

Vision of the Future

When Holland America Line added three international contact centers and two more brands to its forecasting model, a new tool was needed to manage strategic forecasting. Verint’s Strategic Planner helps Holland America Line manage strategic forecasting and budget planning for staffing. Strategic Planner helped change a two day process to a two hour process. Michael will show the basics on how to configure and start using Strategic Planner, and explain why it is such a powerful tool. Strategic Planner is the foundation for hiring/staffing decisions for Holland America Line’s four international contact centers. You will also see how Speech Analytics can provide valuable insights and guidance for the WFM team, from two real life examples.

Interest 2 - Customer Analytics

How to: 10 steps to survey success

15:40 -16:05
Nancy Porte, VP, Global Customer Experience, Verint

Vision of the Future

Surveys are often the "backbone" of a customer feedback program. But are you getting the most out of your customer surveys? Quite often systems are in place but organisations are not getting the results they were hoping for. Nancy Porte, VP Global Customer Experience, will take you through the 10 steps to survey success.

Interest 2 - Customer Analytics

How to use Speech Analytics Data for Process Improvement

15:05 - 15:30
Rachel Lane, Director & Practice Lead Customer Analytics, Verint EMEA and Maarten Burgering, Consultant Speech Analytics, Verint Netherlands

Silent Theatre Ring 1

In today’s closing customer keynote session you will learn how Verint Speech Analytics helped Telefonica transform the customer experience. In this How-To session including a customer panel, we’ll dive deeper into speech analytics and, in particular, using Speech Analytics data to drive change. Learn what more it has accomplished, how Speech Analytics can help to capitalize on the voice of the customer, and how data visualization, coupled with stakeholder collaboration, is at the root of its resounding success.

Interest 3 - Customer Engagement Optimisation

Customer Journey Mapping

15:40 - 16:05
Rachel Lane, Director & Practice Lead Customer Analytics, Verint EMEA

Aquarius

Understanding your customers and their needs is key to any customer engagement strategy. But do you have a holistic view of your customers’ journey? Can you identify the challenges and successes along the way? Join Rachel Lane, Director of Customer Analytics, to discover the basics of customer journey mapping, and what it takes to start creating your own customer journey maps.

Interest 3 - Customer Engagement Optimisation

A New Paradigm in Regulatory Surveillance

13:40 - 14:05
Peter Heim, VP EMEA of RedOwl Analytics

Product Innovation Zone

For every compliance issue a financial institution encounters, there is a legal obligation to explain what happened and why.
For banks, hedge funds, private equity firms, and other financial institutions operating with legacy systems, siloed data streams, and disjointed oversight, answering these questions and responding to audit requests can turn into a compliance nightmare. In today’s rapidly-evolving regulatory environment, financial institutions cannot afford to be caught flat-footed when it comes to compliance. We are currently experiencing a shift in how the financial sector is approaching regulatory compliance. This shift is largely the result of advances in technology and an increase in the types of data sources available. Today, financial institutions have access to more data sources than ever before, including unstructured data sources like voice, chat, trades, and market data, as well as structured data sources like HR data, third party feeds, and physical access records. This data represents a tremendous opportunity. In the future, we will see compliance battles increasingly being won by the organizations that can best use all of this data to their advantage.

Interest 3 - Customer Engagement Optimisation

Taking a step back to jump further – the added value of the Operating Model at Eneco Belgium

15:05 - 15:30
Christophe De Clercq, Customer Service Manager, Eneco Belgium

Aquarius

Christophe De Clercq and David Gybels present 20 facts and figures to convince you why you shouldn't let any problems that occur dictate your agenda. 'Reculer pour mieux sauter', taking a step back to jump further. Contact centre managers are continuously keeping hundreds of balls in the air, but how can they be sure that they are working on the right things? 'We at Eneco Belgium truly believe in THoCC's Operating Model and the added value of a Level 4 Contact Centre, which pays equal attention to all domains of the model. Verint plays a key role in the supporting processes and systems, says Christophe De Clercq, Customer Service Manager at Eneco Belgium. Christophe and David will do their utmost in this breakout session to present some useful ideas.

Interest 3 - Customer Engagement Optimization

When Digital Becomes Human

16:45 - 17:30
Steven van Belleghem, keynote speaker and inspirator

Philips Zaal

Steven translates digital trends into concrete strategies and insights for companies. He is the author of a number of international best-sellers, part-time marketing professor and an in-demand speaker. Throughout his career, Steven has studied the impact of digital and social media on consumers and organisations. He uses his knowledge to inspire companies and help them adjust their current approach. In 2014 Steven launched his book 'When Digital Becomes Human', about the transformation of customer relationships. Customers are living in a world of self-service, big data, customer automation and the integration of the online and offline worlds. It is important for companies to successfully implement the digital relationship. Succeeding in the digital transformation is the key, but is not enough. As a consequence of the digital evolution, there is also a need for the human transformation of your customer relationship. There are numerous important and interesting challenges in this domain: how can you strike a balance in the relationship between man and machine, where is human contact important and how can you use it to optimal advantage? Steven's story is about the combination of the digital and human transformation in your customer strategy.

Interest 3 - Customer Engagement Optimization

Contact Center Management: The House of Dolittle

10:15 - 10:45
Jan Smets, Director Retail and Customer Care, Mail and Retail Solutions, bpost

Philips Zaal

The European postal market is changing radically, forcing bpost and other postal services to reflect on their core business and take on new challenges in a context that is more customer-centric than ever before. The contact centre cannot escape this evolution. The operational pressure is intense and is no longer limited to the front office. The back office is slowly but surely also shedding the perception of being the 'black office'. An understanding of internal mechanisms is crucial. But that is not all. As a magnet for 'moments of truth', the contact centre collects enormous quantities of customer insights. There is a growing need to develop that veritable gold mine of data... When you’re sitting on oil… drill!. The above developments require contact centre managers to increasingly take on other roles. By helping direct treatment plans of product development, marketing and management, it is truly taking on the role of value centre. In this keynote speech Jan Smets, author of 'Contact Center Management' (Lannoo Campus, 2016), takes you on a journey of transformation in contact centre management, with practical examples from bpost and others.

Interest 3 - Customer Engagement Optimization

A different perspective on customer experience

10:45 - 11:30 & 11:40 - 12:40
Paul Smit, Philosopher / Cabaret artist / Inspirator

Philips Zaal

In a humorous way, Paul Smit discusses how our brain works and how we can positively influence our customers and co-workers. How can you hold your own in the hustle and bustle of everyday life? Using the latest insights from neuroscience, he puts themes such as customer experience, leadership, innovation and communication in a new perspective. Paul graduated on the theme of the 'evolution of human consciousness' and wrote ten books about psychology, philosophy and neuroscience, produced two feature films and is one of the most popular corporate speakers.

Interest 3 - Customer Engagement Optimization

Smooth Sailing Ahead: Strategic Workforce Planning in the Contact Center

13:40 - 14:05
Michael McKinney, Manager Workforce Planning, Holland America Line

Vision of the Future

When Holland America Line added three international contact centers and two more brands to its forecasting model, a new tool was needed to manage strategic forecasting. Verint’s Strategic Planner helps Holland America Line manage strategic forecasting and budget planning for staffing. Strategic Planner helped change a two day process to a two hour process. Michael will show the basics on how to configure and start using Strategic Planner, and explain why it is such a powerful tool. Strategic Planner is the foundation for hiring/staffing decisions for Holland America Line’s four international contact centers. You will also see how Speech Analytics can provide valuable insights and guidance for the WFM team, from two real life examples.

Interest 4 - Engagement Management (Verint Enterprise/IQ/Response)

How to include social media interactions in the service operation

13:40 - 14:05
Christian Walgemoed, Product Strategy Manager – Engagement Management, Verint Systems

Silent Theatre 2

In this How-to session you will learn how Verint’s Social Engagement solutions can help you monitor, analyse and interact with your customers and prospects on social media while having to deal with challenges such as multiple social media accounts across different departments in your organisation.

Interest 4 - Engagement Management (Verint Enterprise/IQ/Response)

Knowledge management at DELTA: from knowledge database to online customer servic

15:40 -16:05
Leila Frietman, Senior Specialist Knowledge Management, Knowledge & Traffic Department, DELTA N.V.

Virgo

DELTA started optimising its knowledge management in 2015. The successful transition to online required not only an improved knowledge database, but, first and foremost, commitment from the organisation. DELTA's journey towards knowledge management this past year is a joy of recognition for everyone involved in this expertise. In an inspiring Prezi with audio and video, we take you on our journey past positive developments as well as numerous challenges. DELTA provides energy, infrastructure and digital services.

Interest 4 - Engagement Management (Verint Enterprise/IQ/Response)

How to Navigate the Future of Self-service

15:40 - 16:05
Steven Thurlow, VP Strategy, Engagement Management, Verint

Silent Theatre 2

In this session we will look at emerging trends in self-service and how to empower customers to help themselves with your organisation – while retaining a human touch and embracing the diversity of digital media. Topics include conversational interfaces, the internet of things and artificial intelligence as well as learning from Universal Electronics how they have been able to deliver great experiences.

Interest 4 - Engagement Management (Verint Enterprise/IQ/Response)

How to empower your Customer facing people with employee desktop

15:05 - 15:30
Steven Thurlow, VP Strategy, Engagement Management, Verint

Silent Theatre 2

Employee engagement is linked directly to customer engagement. Learn how agent desktop solutions enable employees to serve customers better and faster, with lessons learned from Gibson Innovations and Energiewacht.

Interesse 5 - Engagement Management (Verint Express)

Vacanceselect's unforgettable journey towards customer engagement with a personal touch

14:15 - 14:40
Eveline Erkelens, Manager Customer Service and Sales Europe, Vacanceselect

Virgo

IIn recent years, Vacanceselect has transformed from a traditional tour operator into a new-generation e-commerce organisation that is active in eight countries. Experienced and enthusiastic speaker Eveline shows how Vacanceselect managed to retain and even enhance its focus on customer satisfaction and retention value. Verint has offered Vacanceselect new insights. The results with the Verint Express multichannel solutions were so positive that the contact centre's strategy has been extended to include the e-commerce platform. This creates a 360-degree customer view, while also serving as a one-stop shop for consumer and agent alike. Moreover, the front office encourages other departments to move away from legacy systems and applications in favour of investing in and developing along with a solution. Those recommendations go beyond the walls of the own organisation.

Interest 5 - Engagement Management (Verint Express)

How to Navigate the Future of Self-service

15:40 - 16:05
Steven Thurlow, VP Strategy, Engagement Management, Verint

Silent Theatre 2

In this session we will look at emerging trends in self-service and how to empower customers to help themselves with your organisation – while retaining a human touch and embracing the diversity of digital media. Topics include conversational interfaces, the internet of things and artificial intelligence as well as learning from Universal Electronics how they have been able to deliver great experiences.

Interest 5 - Engagement Management (Verint Express)

How to include social media interactions in the service operation

13:40 - 14:05
Christian Walgemoed, Product Strategy Manager – Engagement Management, Verint Systems

Silent Theatre 2

In this How-to session you will learn how Verint’s Social Engagement solutions can help you monitor, analyse and interact with your customers and prospects on social media while having to deal with challenges such as multiple social media accounts across different departments in your organisation.

Interest 6 - Back-Office Operations

Contact Center Management: The House of Dolittle

10:15 - 10:45
Jan Smets, Director Retail and Customer Care, Mail and Retail Solutions, bpost

Philips Zaal

The European postal market is changing radically, forcing bpost and other postal services to reflect on their core business and take on new challenges in a context that is more customer-centric than ever before. The contact centre cannot escape this evolution. The operational pressure is intense and is no longer limited to just the front office. The back office is slowly but surely also shedding the perception of being the 'black office'. An understanding of internal mechanisms is crucial. But that is not all. As a magnet for 'moments of truth', the contact centre collects enormous quantities of customer insights. There is a growing need to develop that veritable gold mine of data... When you’re sitting on oil… drill!. The above developments require contact centre managers to increasingly take on other roles. By helping direct treatment plans of product development, marketing and management, it is truly taking on the role of value centre. In this keynote speech Jan Smets, author of 'Contact Center Management' (Lannoo Campus, 2016), takes you on a journey of transformation in contact centre management, with practical examples from bpost and others.

Interest 6 - Back-Office Operations

How to reduce operational expenses by utilizing strategic functionalities within Verint Workforce Management tomorrow

14:15 - 14:40
Alexander Fischer, Director Enterprise WFO Practice, Verint EMEA & Jeffrey Haringa, Teamleader WFO consultancy, Verint Netherlands

Staffing and head count figures are high on every management agenda as those make up the biggest part of operational expenses. Hence many organizations have embarked on using modern workforce management solutions to match supply and demand as efficiently as possible in the short-to medium run in order to manage costs. While this tactical approach is quite sophisticated the strategic approach is lacking most of this sophistication.
Verint Strategic Planner leverages on the information you have stored in your WFM solution and creates very accurate scenarios for long-term budget and headcount planning. With very granular details the information results in hiring plans which HR can utilize in order to ensure a recruitment strategy which is aligned to operational requirements. Learn what the advantages are compared to your current models and tools today. Verint Strategic Planner is available for every Advanced WFM customers or will be available to all WFM customers once upgraded to Verint V15.1.
Including Customer Panel with: Michael McKinney, Manager of Workforce Planning and expert in using Strategic Planner at Holland America Line.

Interest 7 - Knowledge Management

Knowledge management at DELTA: from knowledge database to online customer service

15:40 -16:05
Leila Frietman, Senior Specialist Knowledge Management, Knowledge & Traffic Department, DELTA N.V.

Virgo

DELTA started optimising its knowledge management in 2015. The successful transition to online required not only an improved knowledge database, but, first and foremost, commitment from the organisation. DELTA's journey towards knowledge management this past year is a joy of recognition for everyone involved in this expertise. In an inspiring Prezi with audio and video, we take you on our journey past positive developments as well as numerous challenges. DELTA provides energy, infrastructure and digital services.