Verint Speakers in September: Enhancing CX from the Inside Out and Taking the “Artificial” Out of AI

Susanne Pitts August 31, 2023

Voice & AI: The Leading Conference for Natural Language and Generative AI

September 5-7, Washington, DC

Classroom session:
Join Frank and Paulo Barrett, VP of Professional Service Operations, for “Conversational AI House Party! BYO Workflow” at 12:25 p.m. ET on the 6th. It’s time for a collaborative DJ mix session with Verint’s IVA Studio! Bring your own use cases, ideas, and laptop for active participation in the playlist. Attendees will learn how to:

  • Quickly build, test and deploy a digital concierge
  • Use generative AI with appropriate safety nets
  • Demonstrate that a collaborative design thinking approach to AI is the way

Also, join Verint’s Frank Schneider, VP, AI Evangelist, for “Conductors Play the CX Orchestra” at 11:35 a.m. ET on the 7th. Conversational AI front doors can provide safety nets for harnessing the power of generative AI for CX orchestration and interoperability. These front doors are paramount across the contact center stack for brands to win in the conversational economy. Frank will share three “Do This & Not Thats” in his keynote for enterprise leaders and practitioners to win.

Seamless Customer Experience: Combining AI, Virtual Agents and Live Agents

September 12; CRMXchange Webinar Roundtable

Join Verint’s Jason Valdina, Senior Director, Digital-First Engagement Channels, at 1 p.m. ET. Jason and other panelists will discuss how to take the “Artificial” out of AI and show your customers “Authentic Intelligence.” And, don’t forget those humans! Happy, empowered employees create great customer experiences.

Agent Experience: Enhancing CX From the Inside Out

September 13; DestinationCRM Roundtable

Join Verint’s Nicole Nevulis, Senior Director, Go-To-Market Strategy, and other panelists at 2 p.m. ET. The average call center agent’s tenure is less than two years, and many contact centers experience even higher turnover rates. Retaining and nurturing a stable workforce of contact center agents has never been easy. Join our panel of experts as they offer strategies for improving agent experience and competence, translating to better customer experiences and metrics. Topics to discuss include:

  • How to prevent quiet quitting and increase retention
  • Accelerating agent upskilling with real-time assistance technology
  • Improving engagement with impactful changes to your agent’s day-to-day
  • Supercharging agents with AI-powered assistance to increase CSAT and decrease costs

Enhancing Customer Experience, Engagement and Retention through Data Analytics

September 12-13; Free CX Network Online Event (Customer Insights & Data Analytics)

Join Verint’s Daniel Ziv, VP of Experience Management and Analytics, at 9:30 a.m. ET on the 13th for “Leveraging Voice of the Customer Analytics to Drive CX Automation.” Are you leveraging voice of the customer (VoC) data across the enterprise to move insights into action and impact? As customer expectations rise and staffing levels remain flat, automation is your best option to continue providing a superior customer experience. The future of customer engagement requires organizations to leverage AI—that begins with listening to your customers at scale, harnessing insights, and acting on that feedback in real time. Attendees will learn how AI is driving the latest CX automation innovations and best practices for connecting silos to deliver a superior CX, including how to:

  • Use the latest CX automation platform to reduce customer effort and cost of service.
  • Leverage inferred and indirect unstructured VoC data to listen, analyze and act faster.
  • Approach customer feedback proactively—not reactively—to drive revenue and impact.

Engage 2023 Encore

September 21; Verint Online Event

At Verint Engage 2023, our in-person industry conference held in June, our attendees discovered the latest, most innovative ways to engage customers and employees, deliver efficient, effective service, and deliver measurable business value to their organizations. We can’t wait to bring you Engage Encore 2023 on September 21 from 10 a.m. – 1 p.m. ET—a free virtual event. Don’t miss this opportunity to hear new insights from Verint leaders and learn how Verint engagement solutions can bring measurable business value to your organization.

QATC Annual Conference: Unlocking the Power of a Best-in-Class Total Quality Program

September 26-28; Nashville, Tennessee

Join Verint customer Chris McCormack, Cigna, Director of Quality Tools and Program Strategy, at 3:45 p.m. ET on the 26th. Cigna, a leading global health services company, details its journey to automate quality, deliver real-time agent assistance, and optimize the use of analytics to create a data-driven ecosystem that leverages the power of human and digital capabilities to improve quality and performance. Tapping into the power of such a vast data set, the organization has evolved its quality program to a risk-based model.

As a result, it can deliver more timely and specific feedback, enabling faster improvement to tools, processes, and behavior to elevate both advocate and customer experience. Hear how it increased the scope of reviews to 100 percent of calls, automated a large portion of what was a human-effort-based program, increased accuracy and efficiency, improved speed of agent proficiency, and more.

Unlocking the Power of Back-Office Operations: Enhancing CX and Driving Business Success

September 27; Servion-hosted webinar

Join Verint’s Nicole Nevulis, Senior Director, Go-To-Market Strategy, and Eric Wildermuth, Head of Sales, Servion, at 1 p.m. ET. Did you know that errors and delays in your back office are a Top 3 cause of customer dissatisfaction—and drive 17% of contact center volumes? If you want to improve CX and reduce costs, review your back-office support functions. While modern contact centers have agents and managers with real-time tools to monitor and improve performance, the back office still struggles with manual work, complex processes, and legacy systems that limit data access. Modernizing your back-office operations can improve employee productivity and processing capacity, often by 15% to 30%. Join us to learn:

  • How to help close the Engagement Capacity Gap with an interconnected CX strategy that covers all customer service touchpoints, including back-office operations
  • How empowering managers and employees outside the contact center with real-time performance data can improve speed, accuracy, turnaround times (often by more than 30%), and reduce costs to serve
  • The CX benefits of integrating your back office and contact center