Verint Speakers in March: The Power of AI for Seamless CX + Success with WFM

Susanne Pitts February 29, 2024

Qualfon Uses a WFM Mobile App to Ensure Nothing Gets Lost in the Chaos

March 5; SWPP Annual Conference, Omni Nashville Hotel, Nashville, Tennessee

Join Qualfon’s Eric Bigelow, Systems Support Manager, and Emily Braik, Vice President of WFM, and Verint’s Nicole Nevulis, Senior Director, Go-To-Market Strategy at 9:15 a.m. CT. If at first you don’t succeed, try, try again. Qualfon, a global provider of call center, back-office, and business process outsourcing services, took this saying to heart when rolling out a WFM mobile app across 7,500 agents.

Join this session to learn how the company rethought and revamped the mobile app for request management. Learn how it worked cross-functionally with internal teams and external clients to check all the boxes, gain buy-in, and achieve validation and approval. Furthermore, hear how request management via the mobile app is now more efficient with changes immediately posted to schedules—and time savings enabling expansion to overtime, tickets, and more. As a result, Qualfon has seen several operational improvements and employee satisfaction skyrocket with its newfound ability to ensure nothing gets lost in the chaos. Learn all about it!

Experience the Difference: The Power of AI for Seamless CX

March 5; Reuters (Insurance Audience) Webinar

Join Verint’s Raj Balasundaram, Vice President, Americas Presales, at 11 a.m. ET as he discusses how you can overcome all obstacles to realize your organization’s operational potential:

AI & CX – a Marriage Made in Heaven? Explore what AI can do for your customer journey, from transforming claims processing to reducing wait times, while also carefully maintaining the crucial human touch.

Tackle Data & Perception for Successful Implementation: Without a good foundation, your innovation efforts will flounder. Learn what steps you need to take to be ready to bring AI onboard, and how to help ensure its ongoing success through education and training.

Prioritize Where the Customer Will Benefit: AI is not a one-size-fits-all solution. Therefore, it’s important to focus on the greatest pain points and consider where AI will make the most significant impact for your customers’ individual needs before introducing indiscriminately.

Built to Last: CX Strategies for the Long Haul

March 6; Destination CRM Webinar

Join Verint’s Koren Stucki, Vice President of Product Marketing, at 2 p.m. ET. In a world where 66% of consumers prioritize experience over price, consistent delivery of satisfying customer experiences is key to the long-term growth of any organization. So, how should organizations keep their CX strategy and technology investments on the path to support their long-term CX visions? Join our panel of experts who will share their real-world experiences on creating a durable CX strategy that delivers consistent, high-quality, personalized interactions and helps ensure long-term customer growth.

Top KM Practices for Optimizing Customer Experience

March 19; KMWorld Roundtable

Join Verint’s John Chmaj, Sr. Director, KM Strategy, at 2 p.m. ET. Learn how to leverage customer context to support and optimize customer journeys, and define knowledge creation tools, standards, and workflows to match user needs and expectations.

Succeeding in Workforce Management

March 25; CBA Live, Gaylord National Resort & Convention Center

Join Becky Judy, Director, Distribution Operations, PNC, and Verint’s Jackie Hudson, GVP & GM, Branch Workforce Solutions, at 2:15 p.m. ET. Workforce management has become a vital tool to not only improve efficiencies and drive growth for institutions, but also to enhance the customer experience. These experts will share ways to effectively and practically approach—and improve upon—workforce management strategies.


March 25-28; Enterprise Connect, Gaylord Palms, Orlando, Florida

Join Verint’s Daniel Ziv, Vice President, Experience Management and Analytics, at 2 p.m. ET on March 27. Led by Omdia’s Mila D’Antonio, Principal Analyst, and Adam Holtby, Principal Analyst, this session will explore how tighter integration between customer experience (CX) and employee experience (EX) systems is emerging as a strategic imperative for organizations. The benefits include retention, loyalty, better innovation and problem-solving among frontline, back-office, and customer-facing workers. But how do you achieve this integration, and how does the enterprise leverage it to secure the promised benefits?

These two leading analysts will describe the tools and platforms that must be part of this integrated strategy—and what IT must do to deliver functionality to support the strategy. The analysts will also share data insights from their reports and research on CX and EX and review some survey highlights. Attendees will gain a better understanding of how peers are confronting challenges that may stall CX and EX enhancement and integration, and what can be done to adapt and improve within your own enterprise.

Specific focus areas:

  • Why integrating employee and customer experience creates a competitive advantage
  • The factors shaping the integration of EX and CX
  • Strategies for creating successful integration and collaboration
  • The importance of streamlined data-driven insights
  • How workflow automation and orchestration platforms enable CX and EX integration
  • How to overcome cultural hurdles in integrating EX and CX

The Big Picture: Automate Your Quality Program to Reduce Liability and Retain Employees

March 27-28; IWCE Expo, Orange County Convention Center, Orlando, Florida

Join Verint’s Casey Rives, Solution Consultant and Meritorious Action Award recipient, on the 27th at 3:15 p.m. ET. In the last few years, our 911 centers have been faced with several challenges. While our agencies struggle to increase employee retention, they need to meet higher citizen expectations, expanding volumes of interactions, and evolving protocols. As a result, often there’s a gap between what your organization needs to do to achieve their goals and the resources you have available to do it. Using AI allows your team to bridge this gap, and when it comes to quality, see the bigger picture.

AWS for Software Companies: Generative AI & Data Executive Forum

March 28; Millennium Hilton New York One UN Plaza, New York City 

Breakout Session: Building Generative AI for Speed and Cost Efficiency

Join Verint’s Ian Beaver, Director of Research, at 3:15 p.m. ET along with AWS customers who will share how they enhanced their experimentation capabilities with Amazon Bedrock, a fully managed generative AI service.

5 Key Ingredients for a Successful Agent Experience

March 28; CRMX Build It Webinar

Join Verint’s Jason Valdina, Senior Dr., GTM Strategy, Digital-First Engagement Channels at 1 p.m. ET. Learn how to use the latest technologies, including generative AI and next-generation workforce optimization tools, to deliver stellar agent experiences.