Verint Speakers in May: IVAs Delivering Instant ROI, Dispelling CX Myths, and Much More
May 1, 2023
2023 Investment Priorities – Balancing Customer Experience, Employee Engagement and Operating Costs
May 4; CRMXChange webinar
Join Verint’s Jason Valdina, Senior Director, GTM Strategy, Digital-First Engagement Channels, and Donna Fluss, Founder & President, DMG Consulting at 1 p.m. ET. More than ever, businesses are faced with critical decisions about where to invest their customer engagement and customer service resources. According to a recent worldwide survey conducted by DMG Consulting on CX and contact center goals for 2023, companies are staying on track and even increasing their investments in multi-year digital transformation initiatives. Join this webcast as we discuss:
- The primary goals for contact centers and what investments are being planned to achieve them.
- How contact center goals and investment strategies have evolved in recent years. Where is your organization in this transformation?
- How organizations are prioritizing digital self-service and conversational AI.
- How digital transformation initiatives are enhancing customer service.
- Where will contact center employees be working from over the next few years and what organizations need to take into consideration.
Dispelling Common Myths in Building Great Customer Experiences
May 4; IQPC CX Network Webinar
Join Verint’s Karyn Furstman, VP of Product Marketing and Go to Market, Experience Management Portfolio, and Randall Tallerico, CMO at Urban Science at 2 p.m. ET. Despite advances in technology and customer data analytics, organizations still struggle with achieving lasting change and improvement in CX. The current challenge lies in overcoming common myths and misconceptions that limit the ability to share insights across departments, beat the tyranny of the CX Cost Equation, and approach CX from an operations-focused perspective.
Karyn will share insights and best practices from new research that examines these challenges and how successful leaders tackle the CX Cost Equation with the power of customer insight and feedback:
- Learn why CX initiatives often fail to accomplish lasting change and improvement
- Turn customer insights into action for the entire business to gain a competitive edge
- Create omnichannel experiences by shifting toward operations-focused CX
Auscontact Practitioners Symposium
May 8-9; Brisbane Convention and Exhibition Centre – Brisbane Queensland
Join Verint’s Michael Stelzer, Vice President, Australia and New Zealand, as he hosts a table-top discussion at 2 p.m. local time on May 8 on Using AI & Analytics—and how customer insights can drive innovation and improve operational business success.
SMAART Recruitment Best Practice Report series (4 events)
May 11: Adelaide, South Australia: 1 – 5:30 p.m. local time
May 16: Brisbane, Queensland: 1 – 5 p.m. local time
May 18: Melbourne, Victoria: 1 – 5 p.m. local time
May 25: Sydney, NSW: 1 – 5 p.m. local time
Join Verint’s Nick Curyer, Director, Back Office Practice APAC, and Ian Harrison, Director Customer Experience Optimisation, for the key findings of the SMAART Recruitment Contact Centre Best Practice Report. This Verint-sponsored “Digital Transformation” section of the report will be spotlighted in this four-city roadshow. Join this roadshow for insights into the benefits of digital transformation and why it’s an important competitive differentiator.
How Virtual Assistants Can Deliver Instant ROI
May 11; Verint Webinar
Join Verint’s Tapan Patel, Sr. Director, Product Marketing & GTM Conversational AI, and Paulo Barrett, VP, Professional Services Operations at 2 p.m. ET. Organizations are scrambling to deploy automated self-service tools that can both meet their customers’ expectations and help them save resources. A modern digital engagement strategy requires that companies embrace conversational AI to not just answer customer questions, but to automate interactions that drive revenue and deliver best experiences.
In this webinar, you’ll get an overview of the current conversational AI market needs, including impact of tech advances with generative models on bots more broadly. Then, we’ll provide a live demo of the new Verint Intelligent Virtual Assistant (IVA), which works through digital and voice channels to allow an organization to scale the hybrid workforce of humans and bots with a low-code bot-building and bot-management environment.
Dispelling Common Myths in Building Great Customer Experiences
May 11; Reuters Customer Service & Experience West 2023, San Diego, California
Join Verint’s Karyn Furstman VP of Product Marketing and Go to Market, Experience Management Portfolio, at 10:10 a.m. PT. Despite advances in technology and customer data analytics, organizations still struggle with achieving lasting change and improvement in CX. The current challenge lies in overcoming common myths and misconceptions that limit the ability to share insights across departments, beat the tyranny of the CX Cost Equation, and approach CX from an operations-focused perspective.
Karyn will share insights and best practices from new research that examines these challenges and how successful leaders tackle the CX Cost Equation with the power of customer insight and feedback:
- Learn why CX initiatives often fail to accomplish lasting change and improvement
- Turn customer insights into action for the entire business to gain a competitive edge
- Create omnichannel experiences by shifting toward operations-focused CX.
CX Automation in the Digital Contact Center
May 11; A Verint Partner Enablement Webinar
Join Verint’s David Singer, Vice President, GTM Strategy, Workforce Engagement, and Ken Carney, VP, North America Channel Sales at 2 p.m. ET. Organizations want to elevate customer experience without additional labor cost—and in the contact center, this is particularly challenging. As customer expectations have risen and digital channels have become the norm, traditional contact center solutions have a difficult time addressing these changes. The problem has changed, so the solution needs to change, too.
In this one-hour webinar dedicated to Verint partners, David will walk through the new CX automation capabilities that allow today’s digital contact center to close the Engagement Capacity Gap™. Closing this gap means happier customers at a lower cost and:
- Is not driven by telephony
- Requires best-of-breed CX solutions
- Is built on automation
- Requires a unified view of data
- Requires an open ecosystem.
The digital contact center drives real business value. With Verint Platform, customer experience automation comes first, providing seamless experiences—from self-service to assisted service—to automate, orchestrate and scale differentiated experiences. Register to join us!
The Importance of Capturing Comms in Trader Profiling
May 16; XLoD Global, New York City
Join Verint’s Phil Fry, VP of Financial Compliance Strategy at 11:35 a.m. ET for a boardroom debate chaired by Mark Carawan, Former Group Chief Compliance Officer, Citigroup; and Senior Advisor – 1LOD, and featuring Rajeev Davé, Managing Director, Head of Surveillance – Sumitomo Mitsui Banking Corporation, Colin Telmer, Managing Director, Global Head of Trade Surveillance – Scotiabank, and Rob Houghton, Founder, Insightful Technology. This lively discussion will work to answer how trader profiling can allow surveillance systems to transform from a reactive to a proactive approach to mitigate market abuse.
XLoD Global – New York will take place in-person for the very first time. XLoD Global presents the greatest opportunity for senior leaders working in the 3 lines of defense to benchmark their practice against other institutions, while understanding what best practice in the industry looks like.
Hiring, Recruiting, and Developing a Solid CX Team
May 16; CXPA CX Leaders Advance, Rosen Shingle Creek, Orlando, Florida
Join Verint’s Karyn Furstman, VP of Product Marketing and Go to Market, Experience Management Portfolio, at 10:45 a.m. ET. What is the best way to identify and attract top CX talent? How do you build a diverse and inclusive CX team? What are the best ways to develop your team members and foster collaboration and teamwork to drive exceptional customer experiences? CXPA faculty member and session leader Karyn Furstman, CCXP, VP of Experience Management at Verint, has held several Chief Experience Officer roles at Fortune 500 companies and has built several high-performing CX teams.
If you’re looking to build or enhance your CX team, this session is for you. You’ll leave with actionable insights and inspiration from Karyn’s extensive real-world experiences and expertise—and your collaborative discussions. Join us to learn how to build a high-performing CX team that can drive meaningful business results.
Instacart Optimizes Internal and Outsource Staffing, Managing Cost and Improving Productivity
May 14-17; Society of Workforce Planning Professionals (SWPP) Annual Conference, Nashville, Tennessee
Verint’s Nicole Nevulis, Senior Director, GTM Strategy, will provide the keynote welcome and then introduce the speakers from Instacart on May 16 at 10:45 a.m. CT. Instacart’s Kelly Hammond, Senior Manager, Workforce Systems and Process, and Aaron Brussat, Senior Manager, Workplace Planning, will describe how Instacart, the leading online grocery platform in North America, successfully manages staffing effectively for thousands of agents across multiple outsourcer partners globally. From managing vendor selections, deciding who’s best to handle a particular channel to ensuring there’s the right balance of collaboration, Instacart has considered the outsourcer into every facet of their capacity planning. By leveraging the Verint Workforce Management and Desktop Analytics solutions, they have been able to optimize internal resources and more effectively address overstaffing, understaffing, and shrinkage—and monitor and improve productivity. Leave the session with insights, ideas, and best practices on how you too can benefit by optimizing your staffing, whether your contact center is big or small!
Don’t Settle for a Piece of the Puzzle – Get the Whole Picture of Your Customer Interactions
May 17; Verint webinar
Join Verint’s Kelly Koelliker, Sr. Director, Content Marketing, and Roni Ravuna, GTM Director, Speech and Text Analytics, at 1 p.m. ET. Speech Analytics is an immensely valuable tool to get a clear picture of your customer service experience— what customers are asking, how they feel, and how your agents are responding. But today, digital channels such as chat, messaging, and digital surveys are often your customers’ first choice to contact you.
It’s critical to understand the quality of service across all of your channels, and solutions such as speech analytics only give you a piece of the puzzle. In this session, you’ll see how Verint’s full suite of analytics solutions can give you the breadth of insights you need to provide an exceptional customer experience across channels, uncover process inefficiencies, and spot emerging trends before they become issues. Register now and learn how to get more insights out of every interaction.
May 24 – Wellington, New Zealand: 11:20 a.m. local time
May 26 – Auckland, New Zealand: 1:05 p.m. local time
In Wellington, join Verint’s Ian Harrison, Director – Customer Experience Optimisation, for Transforming Customer Experience with AI and Analytics: Vulnerable: Customer Use Case—along with other presentations from Verint partners. In Auckland, join Verint’s Andy Hardy, Strategic Lead – Customer Experience, for The Future of Work: Leveraging AI and Analytics for Employee Well-Being and Productivity—with other presentations as well from Verint partners. Verint’s Michael Stelzer, Vice President, Australia and New Zealand, will serve as emcee for both events and Verint’s Jeff Tennant, Account Executive, will lead the panel discussion.
CX Blind Spots in Retail Banking
May 31; The Financial Brand Webinar, Sponsored by Verint
Join Verint’s Nicole Nevulis, Senior Director GTM Strategy and Juan Cabrera, Director GTM Strategy, at 2 p.m. ET. Customer experience (CX) has become a key competitive differentiator for banks. Like many industries, banks have become adept at capturing and acting on customer feedback in their voice and digital channels. But one very important channel is missing: the branch. Secondly, non-customer facing functions can greatly impact CX, such as errors and delays in the back office.
So, how can banks create a holistic view of the voice of the customer and the operational factors impacting not only CX, but costs too? With a Customer Engagement Platform, banks and credit unions can capture and unify customer feedback with interaction and operational data from across the enterprise. Join us to learn more about:
- The challenges of capturing feedback in the branch and measuring the impact back-office can have on CX
- How to create a complete picture of customer sentiment across the entire customer journey
- Additional ways to improve CX in the branch and back office.