Engage 2016

The agenda gives you a flavour of what we have planned for the day. Interested in joining the Customer Awards? Click here to nominate.
Please visit this page regularly to find out the latest hot topics and keynote speakers.

Wednesday, 30 November
19:00 20:00 Reception
20:00 23:00 Awards Dinner - The Savoy
Thursday, 1 December
08:30 09:00 Registration and Coffee
09:00 10:00 Verint Question Time
Natasha Kaplinsky
   
Ryan Hollenbeck, Steve Bell
Nick Nonini, Verint
10:00 10:40 Keynote: Creativity and Innovation in a Digital World
Jamie Anderson
10:45 11:10 Break
11:00 11:40 Keynote: Ovum: Making Sense of Compliance
Daniel Mayo, Director Ovum IT and Rik Turner, Senior Analyst, Ovum
11:15 11:45 The Evolution of DPA within WesBank and the Journey to RPA
Riaan Prinsloo & Corné Janse van Rensburg, Wesbank
11:50 12:20 Barclaycard Vulnerable Customers – Speech Analytics and Risk Based QA Ro Constable, Barclaycard
  Supercharge Your ROI on Speech Analytics Rachel Lane & Peter Wilson, Verint
  Workforce Optimisation Best Practice Question Time
Graeme Gabriel, Verint
  Customer Case Study - North Lanarkshire Council
Peter Tolland, Customer and Information Governance Manager, North Lanarkshire Council
  A New Paradigm in Regulatory Surveillance: Harnessing Structured and Unstructured Data
Peter Heim, RedOwl Analytics
  Introduction into Verint Situational Intelligence Platform & Mobile Reporter/Responder
Ian Graham & Fred Radley, Verint
12:25 12:55 Back Office Transformation Scott Doherty, Tesco Bank
  Knowledge Management Best Practice Graeme Miller, Verint
  Digital First Engagement Management - Vision and Roadmap - Part 1
David Moody, Verint & Stephen Morgan (Squiz)
  Trading and Communication Surveillance Technology Jason Harris, b-Next
  Solution Demonstration: Verint Situational Intelligence Platform and Mobile Reporter Ian Graham & Fred Radley, Verint
12:30 14:15 Lunch
13:45 14:15 Multi-Channel Customer Service – Transforming Customer Engagement Ann Hughes, Director of Service Development & Vicki Lincoln, Development Strategy Manager, Prudential
  Customer Journey Mapping
Rachel Lane, Verint
  Mass collaboration for Ideation and Co-Creation with your customers, Business Partners and Employees
Brian Koma and Jon Allen, Verint
  Social Media - The Death of the Bureaucrat
Lynne Harvey, Head of Customer Service Improvement, Communities Directorate, Fife Council
  Solution Demonstration: Verint Situational Intelligence Platform and Mobile Reporter Ian Graham & Fred Radley, Verint
14:20 14:50 Employee Engagement: An Integrated Approach Judith Hibbert & Phil Coole, LV=
  Engagement Management Roadmap Steven Thurlow, Verint
  10 Steps to Survey Success Nancy Porte, Verint
  Digital First Engagement Management - Vision and Roadmap - Part 2 David Moody, Verint & Stephen Morgan (Squiz)
  Optimise Your Branch Business Outcomes with Strategic Desktop and Process Analytics Michael Cheeseman, MIDFLORIDA & Juan Cabrera, Verint
  Solution Demonstration: Verint Situational Intelligence Platform and Mobile Reporter Ian Graham & Fred Radley, Verint
14:55 15:25 Transforming Customer Engagement in a Dynamic Market Sarah Keogh, Vhi Healthcare
  Customer Communities 101 – An Introduction Jon Allen, Telligent, A Verint company
  Workforce Optimization & Customer Analytics Roadmap Steve Bell & Michiel Lely , Verint
  Government and Public Sector Discussion Group Iain Daws, David Moody & Bob Mann, Verint
15:30 16:00 Break
16:00 16:30 Customer Keynote: Digital Transformation & Low Effort Customer Experience Barry Webb, Fusion Digital Optimisation, Senior Manager & Aidan Dale, Senior Manager Customer Relations, BGL
16:30 17:00 Keynote: Forrester + Verint – Partnering to Transform Your Customer Experience Programme Andrew Peach, Vice President, Custom Data Insights, Forrester® & Brian Koma, Vice President, CX Business Strategy, Verint
17:00 17:30 Customer Awards: hosted by Natasha Kaplinsky
17:30   Drinks Reception & Entertainment