Sessions

Choose your time slot from the list below

Time slot 1 - 11:15 - 11:45

The Evolution of Desktop Process Analytics within WesBank and the Journey to Robotic Process Automation

Riaan Prinsloo, Capacity Planning Manager, Wesbank & Corné Janse van Rensburg, Head of Business Enablement, Wesbank

Riaan Prinsloo, Capacity Planning Manager, Wesbank will share the journey Wesbank has taken from using DPA for time recording for back office planning to creating valuable insights and management information. This includes the measurement of first contact resolution cross channels, gaining customer insight to reduce volumes, enabling back office QA and measuring process adherence.

Corné Janse van Rensburg, Head of Business Enablement will also take you through their 14 month journey into understanding and implementing RPA which led them to "knowing" and understanding a number of things about their processes.

Time slot 2 - 11:50 - 12:20

Barclaycard Vulnerable Customers – Speech Analytics and Risk Based QA

Ro Constable, Head of Insight & Quality, Barclaycard

Each day, Barclaycard handle 50,000 voice calls from their customers. While they enjoy an NPS score that exceeds 50, they are striving to deliver the best customer experience on every call, especially to those customers considered vulnerable.

Barclaycards challenge was to identify each vulnerable customer and then ensure that they received a consistent experience suited to their needs. Speech analytics, one part of an overall vulnerable customer strategy, proved to be an incredibly important tool that allowed Barclaycard to meet the needs of those customers, the bank and the regulator.

Time slot 2 - 11:50 - 12:20

Supercharge Your ROI on Speech Analytics

Rachel Lane, Director of Customer Analytics EMEA, Verint & Peter Wilson, Strategic Consultant Customer Analytics EMEA, Verint

Join Rachel Lane and Peter Wilson as they define the critical success criteria for leveraging speech analytics to deliver operational insight and improve customer experience and employee performance.

Peter will explain how to design your own ROI roadmap and Rachel will discuss how to ensure program success with examples of great ROI. There will be time for Q&A at the end of the session.

Time slot 2 - 11:50 - 12:20

Workforce Optimisation Best Practice Question Time

Graeme Gabriel, Strategic Back Office WFO Consultant, Verint

Join Graeme and the team for an interactive panel debate around the current and future challenges for the contact centre. In this session you will able to put your questions forward and influence the debate around topics such as the digital tipping point between human and digital communications and how that affects WFM. In addition, how these changes will ultimately affect customers and the new breed of employees.

Time slot 2 - 11:50 - 12:20

Public Sector Customer Case Study – Parlour North Lanarkshire Council

Peter Tolland, Customer and Information Governance Manager, North Lanarkshire Council

Peter Tolland of North Lanarkshire Council will discuss just how important it is to get data quality right as the foundation for a digital transformation of services. He will also look at the need to provide secure access and identity authentication and describe how North Lanarkshire’s digital journey is expected to yield significant savings and reductions in calls to the contact centre.

Time slot 2 - 11:50 - 12:20

A New Paradigm in Regulatory Surveillance: Harnessing Structured and Unstructured Data

Peter Heim, VP EMEA, RedOwl Analytics

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 this session, Peter Heim, VP EMEA of RedOwl Analytics will show how organisations who make best use of all this data will be able to keep up with the rapidly-evolving regulatory environment.

Time slot 2 - 11:50 - 12:20

Introduction into Verint Situational Intelligence Platform & Mobile Reporter/Responder

Ian Graham, Vice President and Country Manager UK, Verint

Find out in this session how Verint Situational Awareness Platform, a unified security solution, help to boost awareness, enhance safety and drive operational efficiency. The team will outline Verint's comprehensive, scalable suite of video surveillance solutions that delivers unprecedented security intelligence to help improve security responsiveness. Verint Mobile Reporter enables anyone with a smart phone to create alerts, capture video, take pictures and be the eyes on the ground no matter where the incident is located. Once an alert is received, response and incident interaction can be handled by Verint Mobile Responder in conjunction with Verint’s Mobile Dispatch and Situational Awareness platform.

Time slot 3 - 12:25 - 12:55

Back Office Transformation

Scott Doherty, Planning Manager, Tesco Bank

Learn how Tesco Bank took a back office function with deep rooted legacy processes, and transformed them to a planning focussed department. Overcoming resistance to change through engagement and communication. Delivering ultimately a scalable, productivity focussed and robust flexible environment.

Time slot 3 - 12:25 - 12:55

Knowledge Management Best Practice

Fraser Jeffrey, Engagement Management Solutions, Verint

Knowledge Management is becoming increasingly critical to many businesses today as organisations recognise the strategic benefits of a successful Knowledge Management implementation. This session will focus on some of the best practices that are employed to set up and manage an effective Knowledge Management implementation with expert guidance and advice as to how to optimise the business benefits that can be achieved.

Time slot 3 - 12:25 - 12:55

Trading and Communication Surveillance Technology

Jason Harris, Global Sales Director, b-next

Join Jason Harris from b-next as he discusses the role of voice analytics in trading and surveillance technology especially as regulators across the globe align capital markets mandates and rules, and increase financial and criminal penalties for fraud and market abuse.

Time slot 3 - 12:25 - 12:55

Digital First Engagement Management: Vision and Roadmap – Part 1

David Moody, Vice President and Global Practice Leader Government and Public Sector, Verint & Stephen Morgan, Co-founder, Squiz

Most public sector organizations have a digital first customer engagement strategy, but many are not seeing the full benefit. How can you ensure that your digital first strategy delivers real ROI?

Take an in-depth look at the capabilities, benefits and opportunities provided by Verint’s Digital First Engagement Management proposition. This is part 1 of a two-part session that continues after lunch.

Time slot 3 - 12:25 - 12:55

Solution Demonstration: Verint Situational Intelligence Platform and Mobile Reporter

Ian Graham, Vice President and Country Manager UK, Verint

Come and see Verint's Situational Intelligence Platform and Mobile Reporter. Ian Graham and the team will demonstrate the capabilities of Verint's comprehensive, scalable suite of video surveillance solutions that delivers unprecedented security intelligence to help improve security responsiveness.

Time slot 4 - 13:45 - 14:15

Multi-Channel Customer Service – Transforming Customer Engagement

Ann Hughes, Director of Service Development, Prudential & Vicki Lincoln, Development Strategy Manager, Prudential

The UK Life and Pensions industry has seen some dramatic developments in recent years – changes that are transforming the products and services that are offered to customers.

Regulatary change, coupled with significant shifts in customer expectations and engagement models are driving a major transformational programme for Prudential, a programme that will see us deliver live, help, self-help and assisted services across voice, email, chat, social, mobile and tablet, self-service journeys with agile channel shift.

Time slot 4 - 13:45 - 14:15

Customer Journey Mapping

Rachel Lane, Director of Customer Analytics EMEA, Verint

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.

Time slot 4 - 13:45 - 14:15

Mass Collaboration for Ideation and Co-Creation with your Customers, Business Partners and Employees

Brian Koma, Vice President CX Business Strategy, Verint & Jon Allen, Regional VP, Telligent

Crowdsourcing is a powerful method to source business intelligence. Learn how you can combine branded user communities and voice of the customer feedback programs to help you enhance customer loyalty, increase revenue, mitigate risk, and manage operational costs by staying abreast of customer needs, market trends and potential product or service deficiencies.

Time slot 4 - 13:45 - 14:15

Social Media - The Death of the Bureaucrat

Lynne Harvie, Head of Customer Service Improvement Communities Directorate, Fife Council

The development of social media has forced the public sector to become more responsive and intuitive to customer needs, moving away from their previously regulated stance.

In this session, Lynne Harvie, Head of Customer Service Improvement, Communities Directorate, Fife Council will discuss how the growth of social media has impacted Fife Council strategy.

Time slot 4 - 13:45 - 14:15

Solution Demonstration: Verint Situational Intelligence Platform and Mobile Reporter

Ian Graham, Vice President and Country Manager UK, Verint

Come and see Verint's Situational Intelligence Platform and Mobile Reporter. Ian Graham and the team will demonstrate the capabilities of Verint's comprehensive, scalable suite of video surveillance solutions that delivers unprecedented security intelligence to help improve security responsiveness.

Time slot 5 - 14:20 - 14:50

Employee Engagement: An Integrated Approach

Judith Hibbert, GI Claims Operational Development Manager, LV= & Phil Coole, Claims Planning Manager, LV=

In 2007 a new chief executive articulated a vision at LV= of being one of the top 5 motor insurers in the UK.

Learn about how, by putting people at the heart of the business, shifting focus from traditional metrics, to the ones that really measure how people feel. LV= delivered significant customer satisfaction results and ultimately increased profits.

Time slot 5 - 14:20 - 14:50

Engagement Management Roadmap

Steven Thurlow, VP Strategy Engagement Management, Verint

Verint is constantly looking to enhance the solutions you use every day. In this presentation, Steven Thurlow will share some of the themes that are driving the changes to our Engagement Management solutions. Steven will also present recent developments in Engagement Management you may have missed, as well as additional improvements that are soon to come.

Time slot 5 - 14:20 - 14:50

10 Steps to Survey Success

Nancy Porte, Vice President Global Customer Experience, Verint

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.

Time slot 5 - 14:20 - 14:50

Digital First Engagement Management: Vision and Roadmap – Part 2

David Moody, Vice President and Global Practice Leader Government and Public Sector, Verint & Stephen Morgan, Co-founder, Squiz

Most public sector organisations have a digital first customer engagement strategy, but many are not seeing the full benefit. How can you ensure that your digital first strategy delivers real ROI?

Take an in-depth look at the capabilities, benefits and opportunities provided by Verint’s Digital First Engagement Management proposition.

Time slot 5 - 14:20 - 14:50

Optimise Your Branch Business Outcomes with Strategic Desktop and Process Analytics

Michael Cheeseman, CPA MBA SVP of Business Intelligence, MIDFLORIDA & Juan Cabrera, Senior Manager Global BSG, Verint

The session focuses on how you can use SDPA to understand what is happening in Branches. Much of the work is unseen and difficult to quantify. The transfer of routine transactions to digital channels means that historic data sources no longer reflect the work load.

MIDFLORIDA credit union has used Verint Desktop and Process Analytics to fill the gap and better understand the work conducted in branches including new insights into service and sales interactions.

Time slot 5 - 14:20 - 14:50

Solution Demonstration: Verint Situational Intelligence Platform and Mobile Reporter

Ian Graham, Vice President and Country Manager UK, Verint

Come and see Verint's Situational Intelligence Platform and Mobile Reporter. Ian Graham and the team will demonstrate the capabilities of Verint's comprehensive, scalable suite of video surveillance solutions that delivers unprecedented security intelligence to help improve security responsiveness.

Time slot 6 - 14:55 - 15:25

Transforming Customer Engagement in a Dynamic Market

Sarah Keogh, Business Architect – IT Solutions, Vhi Healthcare

The healthcare insurance market in Ireland has gone through some significant changes in the last 10 years – changes that are set to continue for years to come. From de-regulation and increased competition to changing demographics and customer demands.

Vhi has had to transform its business to maintain its position as the No.1 Healthcare Insurer in the country. The customer engagement model is also transforming, opening up new channels and moving from a traditional call centre based approach to a true ‘customer experience centre’ philosophy.

Time slot 6 - 14:55 - 15:25

Customer Communities 101 – An Introduction

Jon Allen, Regional VP, Telligent, a Verint Company

In this session, Telligent, a Verint Company will introduce the Telligent Community platform and focus on customer-specific use cases to help you understand how communities create business value in your organisation.

Time slot 6 - 14:55 - 15:25

Workforce Optimisation and Customer Analytics Roadmap

Steve Bell, VP Solutions Consulting EMEA, Verint & Michiel Lely, VP Practices EMEA, Verint

Verint is constantly looking to enhance the solutions you use everyday. In this presentation, Steve and Michiel will share some of the themes that are driving the changes to our solutions. They will also present recent developments in Workforce Optimisation and Customer Analytics you may have missed, as well as additional improvements that are soon to come.

Time slot 6 - 14:55 - 15:25

Government and Public Sector Discussion Group

David Moody, Vice President and Global Practice Leader Government and Public Sector, Verint & Bob Mann, Engagement Management – Product Strategy, Verint

Join our final session, where we come together to discuss what you’ve learned during the day, share your point-of-view, ask questions and exchange best practices.

Iain Daws, Verint will chair this informal session and will be joined by the Verint team who will be available to share their expertise and answer your questions.