Verint Speakers in March: Your Resources for Offering Top-Notch Customer Experience

Susanne Pitts February 28, 2023

Closing The Engagement Capacity Gap – Find Out What’s Working from Organizations Getting It Right

March 2; CrmXchange Webinar

As we look at the third year of data from Verint’s comprehensive Engagement Capacity Gap (ECG) research report, we know that the rise of interaction numbers combined with stagnant or shrinking budgets create a gap in the ability to provide a superior customer experience. But this year, our data has shown that some organizations have met the challenge successfully and solved this CX cost equation.

Join Maribel Lopez, Founder and Principal Analyst of Lopez Research, and Verint’s Kelly Koelliker, Sr. Director of Content Marketing, at 1 p.m. ET as they discuss the findings of this year’s research report, including:

  • What specific challenges are top of mind for organizations in 2023.
  • The differences between organizations who are struggling to close the ECG and those who have conquered it.
  • Steps you can take to get to the next step in your customer experience journey regardless of where you are today.

Don’t miss this insightful fireside chat packed with real data from organizations like yours—and stay tuned for your opportunity to download the full ECG 2023 research report.

Knowledge Management Techniques to Deliver Service Anywhere

March 14; KMWorld Webinar

Join Verint’s John Chmaj, Sr. Director, Product Strategy Knowledge Management, at 2 p.m. ET for this content. As support touchpoints proliferate, the role of knowledge has expanded from a standalone repository to a dynamic component of all employee and customer-facing tools. In this session, we will explore evolving practices to embed knowledge within and across many applications. Attendees will get a deeper understanding of how to leverage features such as tailored authoring and entitlement settings, powerful search and tagging, and context processing to drive high quality interactions.

We will also explore the opportunities for automated knowledge delivery and channel transition techniques to help enable seamless customer journeys. Finally, we’ll identify features that optimize how content is viewed to empower the workforce and your customers. 

KnowledgeBridge™: Digital Transformation: How to Effectively Manage the CX Program Across All New Channels

March 19; Consero Customer Experience & Contact Center Forum, Coral Gables, Florida

Join Verint’s Melanie Marks, Regional Vice President, Sales, and Ram Swery, Senior Director, Product Strategy and Special Projects, at 4:30 ET for this content. The customer journey is no longer a single-channel experience, and Verint research shows that the number of channels is exploding. How can CX leaders listen, analyze and act on customer feedback as customers begin and end their tasks in different channels?

To create a consistent experience across channels, you need to be able to track, act on and govern CX programs. Join this session to learn:

  • What does a consistent customer experience across channels look like?
  • How do you provide a personalized experience while maintaining security and privacy standards?
  • How do you create a framework that allows you to monitor and refine CX in real time?

What Comes After CCaaS?

March 27; Enterprise Connect, Orlando, Florida

Verint’s Celia Fleischaker, Chief Marketing Officer, joins Sheila McGee-Smith of McGee-Smith Analytics at 2 p.m. ET for a roundtable of top industry thought leaders who will discuss the direction the market and technology are taking today that will define the next generation of customer experience software.

You’ll come away with a fuller view of the strategic issues facing your contact center technology choices in the coming 12 months and beyond. Some key takeaways will be:

  • How should companies still operating on-premises solutions be thinking about the move to the cloud? Is CCaaS the right next step or something else?
  • What kind of innovation should today’s CCaaS customers be looking for from their existing vendors? How should they evaluate whether it is time to move to a newer solution?
  • Which technologies need to be part of a customer experience platform, and which are ancillary to customer care, potentially including: collaboration, workforce engagement management, CRM, customer data platforms, artificial intelligence, workflow, orchestration, and automation?

Join us for some or all of these events!