Keynote Sessions


Natasha Kaplinsky
Award-winning news and TV personality

Natasha will open the day and dive straight into in-depth interviews with our keynote speakers about the benefits of customer and employee engagement and how to leverage Verint technology and solutions to improve your customers’ experience.


Nick Nonini
Managing Director EMEA
Verint

In his role as Managing Director Nick leads the EMEA leadership team and he is responsible for managing all of Verint’s operations, growth, and profitability throughout the EMEA region. Nick joined Verint in 2012, and within a year he was promoted to Senior Vice President of Sales for the EMEA organisation. In 2015, he became the Managing Director for the region. With over 20 years’ experience in the Finance, Software, IT Hardware and Telecoms markets, Nick brings to the role a proven track record of driving accelerated growth and strategic planning. Earlier in his career Nick has headed up sales organisations at Vodafone, T-Mobile, HP and Lenovo.


Ryan Hollenbeck
Senior Vice President of Global Marketing
Verint

Ryan Hollenbeck serves as Senior Vice President of Global Marketing for Verint® Systems, the market leader in Actionable Intelligence® solutions. In his position, he is responsible for driving global corporate marketing, solutions marketing, marketing communications and operations, analyst and public relations, and sales enablement.

Ryan also serves as executive sponsor of the Verint Customer Experience Program that focuses on gathering a deep understanding of the customer journey and translating that information into actionable insights.


Steve Bell
VP Solutions Consulting EMEA
Verint

Steve Bell is VP of Solutions Consulting EMEA for Verint Systems. Steve has overall responsibility for Verint’s Solutions Consulting Team across EMEA, supporting sales of our Workforce Management, Customer Analytics and Engagement Management solutions.

Working with customers during their initial evaluation of Verint solutions, as well as with existing customers looking to broaden their adoption of Verint solutions, the Solutions Consulting group provides in depth knowledge across the complete Verint portfolio. This expertise ranges from how Verint solutions provide business benefits and meet customer requirements through to Technical Design Authority during the sales cycle.

Steve has 20+ years of experience within the Contact Centre / Customer Engagement industry. He has been with Verint for 10 years, and prior to that held Solutions Management roles with other Contact Centre solutions providers such as Aspect and Enghouse Interactive.


Jamie Anderson
Academic, Author and Speaker

There has been a lot of hype about the business impact of consumers’ adoption of networked technologies – especially peer-to-peer platforms, social media sites, tablet computers and smartphones. But has the on-going evolution of technology, and the way that consumers’ interact with it, truly changed the world of business? In this session Professor Jamie Anderson will discuss creativity and innovation for the 21st Century, and address the reality and myths of doing business in a digital world.


Daniel Mayo
Chief Analyst
Ovum

Daniel Mayo is the practice leader for Ovum’s global financial services technology team, covering the retail and corporate banking sectors and financial markets industries. He specializes in core systems, payments and compliance, and IT spending/ investment trends across North America, Europe, and Asia-Pacific and has experience working in both the European and North American theatres. Daniel has authored and/or managed numerous research and analysis studies across the retail, private and corporate banking, and financial market technology sectors, as well as worked closely with a number of leading US and European financial institutions around IT benchmarking, investment strategies, and IT governance. He has extensive research experience with and knowledge of financial institutions and the supporting vendor community across Europe and the US. He is regularly involved in industry presentations and frequently quoted in both US and European press. Daniel holds an MA and BA in Economics from Cambridge University.


Rik Turner
Senior Analyst
Ovum

Rik joined Ovum in January 2005 as European Bureau Chief of its ComputerWire daily IT news service. He covered fixed, wireless, and mobile networking and security. In February 2007 he moved across to become an analyst on the Financial Services Technology team, initially covering retail banking and writing reports on online and branch banking. More recently, however, he has developed a specialization in capital markets infrastructure. In mid-2008 his team was grouped under the Ovum brand as part of its IT analyst arm.


Barry Webb
Fusion Digital Optimisation, Senior Manager
BGL


Aidan Dale
Senior Manager Customer Relations
BGL


In this session, Barry Webb and Aidan Dale will cover BGL’s journey from a traditional in-bound call centre selling and servicing a single brand, single insurance product, to an omni-channel contact centre providing high quality service interactions across a range of brands and products, making best use of digital capabilities.


Andrew Peach
Vice President Custom Data Insights
Forrester


Brian Koma
Vice President CX Business Strategy
Verint


Forrester and Verint have announced a unique partnership that combines the Forrester CX Index benchmark with the power of Verint’s Enterprise Feedback Management (EFM) product. Join Forrester’s Vice President of Custom Data Insights, Andrew Peach, and Verint’s Vice President of CX Business Strategy, Brian Koma, to understand how this combination of Verint’s market leading technology and Forrester’s CX Index benchmark and consulting can transform your customer experience programme.