Verint Speakers in August: Gaining Value from Customer Data and Modernizing Contact Centers with AI

Susanne Pitts August 1, 2023

Retail ThinkTank with Retail Touchpoints

August 2; Webinar

Join Verint’s Imogen Wethered, Sr. Director, for “The Top Customer Insights to Help Unify Your Omnichannel Retail CX Strategy” at 2 p.m. ET. The modern customer craves personalization. One way to achieve this is through providing connected retail journeys for a seamless omnichannel customer experience. However, do you know what factors are most likely to cause poor in-store experiences? Which generations are most likely to complain on social media or to a staff member in the event of a poor experience? What percentage of customers want to be able to access human services online from the comfort of their own homes? What percentage of your customers want to be able to engage digitally and in-person?

We’ll answer all these questions and more, while sharing best practices of how other leading retailers are using Retail Choreography strategies to:

  • Acquire more customers
  • Increase sales, loyalty and advocacy
  • Improve business productivity.

Getting Value from Your Customer Engagement Data

August 8; CRMXChange Webinar

Join Verint’s Tricia Manning, Director, GTM, Workforce Engagement and Hilie Bloch, Senior Director, Product Management at 1 p.m. ET. This session describes how to harness your engagement data effectively, enabling you to identify opportunities for enhancing employee performance and delivering exceptional customer experiences. No longer will your data be scattered across disparate systems or locked away in silos, requiring daily reports with limited insights. An engagement data hub can unleash the power of your vital data. Learn how:

  • To connect data across all engagement channels effortlessly for a holistic view of your organization’s performance.
  • An AI-powered intuitive and unified interface effortlessly delivers in-depth analysis and valuable insights to agents and management, right at their fingertips.
  • Rapid access to data enables you to make timely and well-informed decisions, maximizing your return on investment.
  • Using a single source of data to train your AI models enhances the accuracy and effectiveness of your artificial intelligence systems.

Humans and their Chatbots: AI-Assisted Answers for Everyone
August 9; Destination CRM Webinar

Join Verint’s Bridget Lange, VP, Business Operations, at 2 p.m. ET for this content. We’ve crossed a Rubicon of sorts. Customers and agents will be relying on conversational AI-assisted chatbots at an increasing rate for years to come, and the technology will get better and better with use and investment.

Gartner estimates conversational AI will grow almost 22% a year through 2026, when investment will reach $18.4 billion. An Accenture survey reports that 56% of companies say conversational AI is driving disruption in their industries. The mad rush for AI-assisted answers is on. Multiple pathways to implementation will be presented to you, and the technology will change fast. How will you prepare for these future decision points?

Join our panel of experts from the solution providers that are driving this revolution and learn what guideposts customer care organizations should use to keep their implementations on track and human friendly.

Game Changing Technologies in Machine Learning and AI

August 15; KM World Webinar

Join Verint’s John Chmaj, Sr. Director, KM Strategy, at 2 p.m. ET for this content. To navigate today’s ever-changing business environments requires agility, efficiency, and innovation. So, it’s no surprise that companies both big and small are hungry for greater automation and intelligence. The ability to easily find, capture, and share knowledge throughout an organization has become paramount.

Megatrends to Watch for in 2024 and Beyond

August 15; CrmXchange Webinar

Join Verint’s Kelly Koelliker, Senior Director, Content Marketing, at 1 p.m. ET for this content. The customer service landscape is constantly evolving. With technological advancements and changing customer expectations, businesses need to stay ahead of the curve to remain competitive. In this webcast, an expert panel will discuss the most important customer service megatrends to watch for in 2024 and beyond:

  • Discover why telephony alone is no longer the driving force in shaping customers’ purchase decisions. Hear the newest trends that are reshaping the contact center landscape and redefining how businesses connect with their customers.
  • Learn how to leverage powerful tools to augment human capabilities and foster meaningful connections.
  • Four relevant themes, one from each category of strategy, people, process and technology, that will carry over into 2024. Learn why it is important to perform a health check in 2023.
  • Gain valuable insights from industry experts who have embraced openness in their CCaaS journey.
  • See how today’s customer journey introduces opportunity and risk
  • Learn about the changing CX landscape driven by AI and automation.

Join this expert panel as they delve into these and other trends and discuss how businesses can prepare for the future of customer service.

Contact Centre Summit VIC 2023

August 16; Webinar

Join Verint’s Michael Stelzer, Vice President, Australia and New Zealand, at 1:10 p.m. local time for an interactive workshop called “Elevate Your Service Quality Across All Customer Touch Points” that highlights tips for strengthening the effectiveness and impact of the contact center.

5 Tactics to Improve Branch Customer Experience

August 23; Consumer Bankers Association Webinar

Join Verint’s Mary Lou Joseph, Director, Content Marketing, at 2 p.m. ET for this content. According to the 2022 Verint Experience Index: Banking survey, 12% of consumers say the branch is their preferred channel of choice and 22% of respondents had visited a branch within the last month. To maximize the value of branch interactions, financial institutions need new ways to ensure an exceptional, in-branch experience.

Join this webinar to explore five tactics banks and credit unions can use to choreograph their customers’ branch experience to improve CX, drive sales and revenue growth, and build more enduring customer relationships.

  • Ensure you have the right resources at the right time
  • Manage branch traffic and wait times more effectively
  • Capitalize on digital appointment booking
  • Understand what happens during branch interactions
  • Capture and act on timely customer feedback.

Why AI and Bots are Critical to Improving Contact Center Performance

August 23; QATC Member Audience Webinar

Join Verint’s Tricia Manning, Director, Go to Market, at 2 p.m. ET for this session. AI and bots are two of the hottest topics in technology today, but what do they really mean for contact centers? Innovative AI capabilities and bots can help modernize contact centers, improve both customer and agent experiences, and increase efficiency and accuracy.  However, this only works when they are seamlessly embedded into workflows and support the work that agents need to do—at the time and place they are already working—without disruption.

This webinar will explore:

  • The compelling reasons why executives are focusing on AI
  • How AI-powered bots are injected into contact center processes to help deliver CX automation
  • Specific examples of the impact within quality management programs
  • The influence on both customer and agent experiences

Engage on the Road 2023 Australia / New Zealand

August 29: Melbourne, Australia

August 31: Sydney, Australia

September 5: Brisbane, Australia

This conference is designed to help businesses like yours elevate their customer experiences and drive operational excellence. Our Engage on the Road event series is designed to provide you with the insights you need into the latest trends, strategies, and technologies that can help transform your business processes and offer a competitive advantage.