Engage EMEA 2017

The agenda gives you a flavour of what we have planned for the day. Please visit this page regularly to find out the latest hot topics and keynote speakers.


Complete Agenda
Wednesday, 29 November
19:00 20:00 Reception
20:00 23:00 Awards Dinner - The Landmark London
Thursday, 30 November – times are subject to change
08:30 09:00 Registration and Coffee
09:00 09:15 Verint Welcome Nick Nonini
09:15 10:00 Keynote Shaun Smith, a leading expert in Customer Experience
10:00 10:30 Customer Keynote Customer Keynote: Contact Centre Management Transformation
The European postal market is changing radically, forcing bpost and other postal services to reflect on their core business and take on new challenges in a customer-centric world. The contact centre cannot escape this evolution, operational pressure is intense and is no longer limited to the front office but across the back office too. In this keynote session, Jan Smets, Director Retail and Customer Care, Mail and Retail Solutions, bpost, and author of ‘Contact Center Management’ (Lannoo Campus, 2016), will take you through a journey of transformation in contact centre management, with practical examples from bpost and other organisations.
Jan Smets, Director Retail and Customer Care, bpost
10:30 10:45 Break
10:50 15:30 * Breakout Sessions Pieter Steyn, VP - Manager: Customer Service & Insight
ABSA (Barclays Africa)
Liam Morris, Resources Planning Manager
Danny Bennett, Business Operations Analyst
Aegon
Ro Constable, Director of Learning and Quality Assurance
Barclaycard
Catherine Cleary, Virtual Relationship Manager
Barclays
Steve Bridger - Community Manager
CIPD
Richard Mobley, Speech Analytics Manager
HomeServe
Ann Johnson, Workforce Planning Manager
Johanna Robinson, Forecaster Analyst
Leeds City Council
Paul Doney, ICT Manager (Applications/DBA)
Newcastle City Council
Peter Tolland, Customer & Information Governance Manager
North Lanarkshire Council
Peter D Halsor, Senior Vice President, Manager, Customer Experience Department
Riyad Bank
James Mollon, Resource Planning Analyst
James Clarke, Resource Planning Analyst
Sage
Humphrey Davis, Head of Online Care
Virgin Mobile
    All User Groups Workforce Management
Customer Analytics including Speech and QM
Engagement Management
    Verint Landscape Product Innovation Zone
Customer Experience Zone
Sponsors
Demo Stations
Verint Situational Awareness Solutions
15:30 15:45 Break
15:45 16:15 Keynote Geoff White, Technology Journalist
16:15 16:30 Engage Customer Awards Ann-Marie Stagg, Chief Executive, CCMA
16:30 17:00 Verint Close Ryan Hollenbeck & Steve Bell
17:00 19:30 Drinks Reception

* Lunch will be served at 12:40

 

Workforce Management & Performance Management
Wednesday, 29 November
19:00 20:00 Reception
20:00 23:00 Awards Dinner - The Landmark London
Thursday, 30 November – times are subject to change
08:30 09:00 Registration and Coffee
09:00 09:15 Verint Welcome Nick Nonini
09:15 10:00 Keynote Shaun Smith, a leading expert in Customer Experience
10:00 10:30 Customer Keynote Jan Smets, Director Retail and Customer Care, bpost
10:30 10:45 Break
11:30 12:00 Breakout Sessions WFM User Group Session
Join this session and interact with our Verint experts, Customers who have presented during the day, and your peers to discuss how to address daily challenges and how to get the most out of your solutions.
Graeme Gabriel, Strategic WFM Consultant, Verint
12:10 12:40 A Day in the Life of a WFM User
Huw Jones, Strategic WFM Consultant, Verint
12:40 13:40 Lunch
13:40 14:10 Breakout Sessions Sage: The Importance of Shrinkage and Empowering Teams
Join James Mollon and James Clarke, Sage, who will show how they have delivered double digit percentage improvements on schedule accuracy and ultimately driven down scheduling costs. Hear how they have creatively managed shrinkage and empowered team managers to manage their own shrinkage within parameters. They’ll also show how this has resulted in increased engagement across the team leader community, given agents development time away from the phones, and increased the profile of the planning team within the organisation.
James Mollon, Resource Planning Analyst & James Clarke, Resource Planning Analyst, Sage
14:20 14:50 AEGON: A WFM journey to the Back Office
In this session, Liam Morris Ellis and Danny Bennett, Aegon, will take you on their journey to implementing WFO in the Back Office. They will show how deploying WFM took the Back office from a siloed production environment and allowed them to plan capacity consistently across each department for the first time. Using data pushed into the Verint solution they were able to gain visibility, which in turn highlighted gaps and allowed the teams to focus on improving our skill coverage and flexibility and ultimately improve their customers’ experience. Liam and Danny will highlight their successes including increased NPS, reduced operational costs through lower complaints volumes and reduced chasers and failure demand.
Liam Morris, Resources Planning Manager & Danny Bennett, Business Operations Analyst, AEGON
15:00 15:30 Leeds City Council: How to drive cost savings but still deliver on customer service
In a landscape of budget scrutiny and local government cuts, hear how Leeds City Council managed to maintain their levels of customer service to service users and drive cost savings and benefits by leveraging the capability of the Verint WFM suite. Join Ann Johnson and Johanna Robinson from Leeds City Council, one of the UK’s largest local authorities, as they talk through their challenges, successes and next steps.
Ann Johnson, Workforce Planning Manager, Leeds City Council & Johanna Robinson, Forecaster Analyst, Leeds City Council
WFM Demo Station
Visit our demo station in the Ballroom and our solutions experts can guide you through demos and discussions about how to get the most out of your Verint solutions.
    All User Groups Workforce Management
Customer Analytics including Speech and QM
Engagement Management
    Verint Landscape Product Innovation Zone
Customer Experience Zone
Sponsors
Demo Stations Verint Situational Awareness Solutions
15:30 15:45 Break
15:45 16:15 Keynote Geoff White, Technology Journalist
16:15 16:30 Engage Customer Awards Ann-Marie Stagg, Chief Executive, CCMA
16:30 17:00 Verint Close Ryan Hollenbeck & Steve Bell
17:00 19:30 Drinks Reception

 

Voice of the Customer – Speech Analytics & Quality Management
Wednesday, 29 November
19:00 20:00 Reception
20:00 23:00 Awards Dinner - The Landmark London
Thursday, 30 November – times are subject to change
08:30 09:00 Registration and Coffee
09:00 09:15 Verint Welcome Nick Nonini
09:15 10:00 Keynote Shaun Smith, a leading expert in Customer Experience
10:00 10:30 Customer Keynote Jan Smets, Director Retail and Customer Care, bpost
10:30 10:45 Break
10:50 11:20 Breakout Sessions HomeServe: Driving cultural change and performance through Speech Analytics
‘If Culture comes first, Performance will follow’... is HomeServe’s mantra. Hear from Richard Mobley, Speech Analytics Manager, Business Improvement at HomeServe as he takes you through their journey from a sales focused culture to a customer and people centric culture. In this session, Richard will demonstrate what a successful Speech implementation looks like and the keys to their success. He’ll then conclude with their plans for the future and next steps with Speech Analytics.
Richard Mobley, Speech Analytics Manager
10:50 11:20 Automated Quality Management (AQM)
Join this session to find out more about Automated Quality Management (AQM), an integrated component of our workforce optimisation suite that can automates quality processes, from scoring through coaching . AQM empowers quality teams to automate at their own pace using the forms they have today to engage employees, improve the customer experience, mitigate risk and contain costs.
Alistair Mearns, Solutions Consultant Analytics, Verint
11:30 12:00 Virgin Mobile UAE: Giving your Customers a Voice
Virgin Mobile UAE puts the Customers Voice at the heart of everything they do and aims to give its customers the ability to provide feedback at every opportunity. Hear from Humphrey Davis, Head of Online Care, Virgin Mobile, as he talks about how Opinion Lab is changing the way they run their business and is transforming their Customer Experience.
Humphrey Davis, Head of Online Care, Virgin Mobile
12:10 12:40 Barclaycard: Using Speech Analytics in a Highly Regulated Environment
Barclaycard’s decision to enable the use of speech analytics was driven by a desire to increase regulatory focus, process control, and opportunities for Quality Assurance to drive improvements across all 9 business areas within Barclaycard. In this session, Ro Constable, Director of Learning and QA and Joanne Clarke, Global Quality Lead, Barclaycard will demonstrate how the use of speech analytics has increased efficiency and outputs of the QA function, enabling them to become more involved in driving business improvements, which has not only raised their profile across the business but increased employee satisfaction.
Ro Constable, Director of Learning and QA and Joanne Clarke, Global Quality Lead, Barclaycard
12:10 12:40 CIPD: Balancing business and customer value through community
Find out how the evolution of a community platform has delivered business value and offered members relevance, insight and opportunities for professional development. Steve will tell the story of how the CIPD's 14-year old community for HR professionals helps members find solutions around their daily working lives.
Steve Bridger - Community Manager, Chartered Institute of Personnel and Development
12:40 13:40 Lunch
13:40 14:10 Breakout Sessions ABSA (Barclays Africa): Identifying the Customer Measures needed to support your organisation’s strategy
ABSA (Barclays Africa) aim is to ensure that its customer measures are in line with the bank’s strategy and business value chain, and that they provide the necessary usable customer insight to maintain this. Hear from Pieter Steyn, VP - Manager: Customer Service & Insight, ABSA (Barclays Africa) as he outlines which customer measures an organisation needs to prioritise in order to succeed.
Pieter Steyn, VP - Manager: Customer Service & Insight, ABSA (Barclays Africa)
13:40 14:10 Interaction Analytics A Day in the Life of an Analyst
Learn how business analysts are empowered with actionable insight during this “day in the life” of a speech & text analyst.
Alistair Mearns, Solutions Consultant, Analytics, Verint
14:20 14:50 Riyad Bank: Transforming Customer Experience through Customer Insight
Find out how Riyad Bank is transforming its business to become a customer-centric bank that underpins the design of its products & services on customer insight. Peter Halsor, Senior Vice President, Chief Customer Experience Officer, Riyad Bank will show how by gathering meaningful insight through customer feedback, Riyad Bank is designing better experiences for its customers and, in turn, becoming a better, smarter and more profitable bank.
Peter Halsor, Senior Vice President, Manager, Customer Experience Department, Riyad Bank
15:00 15:30 Speech & QM User Group Session
Join this session and interact with our Verint experts, Customers who have presented during the day, and your peers to discuss how to address daily challenges and how to get the most out of your solutions.
Steph Platel, EIS Professional Services, Verint
Voice of the Customer Demo Station
Visit our demo station in the Ballroom and our solutions experts can guide you through demos and discussions about how to get the most out of your Verint solutions.
    All User Groups Workforce Management
Customer Analytics including Speech and QM
Engagement Management
    Verint Landscape Product Innovation Zone
Customer Experience Zone
Sponsors
Demo Stations Verint Situational Awareness Solutions
15:30 15:45 Break
15:45 16:15 Keynote Geoff White, Technology Journalist
16:15 16:30 Engage Customer Awards Ann-Marie Stagg, Chief Executive, CCMA
16:30 17:00 Verint Close Ryan Hollenbeck & Steve Bell
17:00 19:30 Drinks Reception

 

Engagement Channels (Verint Enterprise/Express/IQ/Response/Telligent/Social Engagement)
Wednesday, 29 November
19:00 20:00 Reception
20:00 23:00 Awards Dinner - The Landmark London
Thursday, 30 November – times are subject to change
08:30 09:00 Registration and Coffee
09:00 09:15 Verint Welcome Nick Nonini
09:15 10:00 Keynote Shaun Smith, a leading expert in Customer Experience
10:00 10:30 Customer Keynote Jan Smets, Director Retail and Customer Care, bpost
10:30 10:45 Break
11:30 12:00 Breakout Sessions Barclays
Catherine Cleary, Virtual Relationship Manager
12:10 12:40 CIPD: Balancing business and customer value through community
Find out how the evolution of a community platform has delivered business value and offered members relevance, insight and opportunities for professional development. Steve will tell the story of how the CIPD's 14-year old community for HR professionals helps members find solutions around their daily working lives.
Steve Bridger - Community Manager, Chartered Institute of Personnel and Development
12:40 13:40 Lunch
13:40 14:10 Breakout Sessions Engagement Management User Group Session
Join this session and interact with our Verint experts, Customers who have presented during the day, and your peers to discuss how to address daily challenges and how to get the most out of your solutions.
Fraser Jeffrey, Engagement Management Solutions
15:00 15:30 A Day in the Life of a Knowledge User: Empowered by Knowledge
A day in a life of a Customer Advisor in an Omni channel environment supported by Verint’s Engagement Management product suite.
Fraser Jeffrey, Engagement Management Practice Leader & Simon Shevlin, Engagement Management Solutions Consultant
Engagement Channels Demo Station
Visit our demo station in the Ballroom and our solutions experts can guide you through demos and discussions about how to get the most out of your Verint solutions.
    All User Groups Workforce Management
Customer Analytics including Speech and QM
Engagement Management
    Verint Landscape Product Innovation Zone
Customer Experience Zone
Sponsors
Demo Stations Verint Situational Awareness Solutions
15:30 15:45 Break
15:45 16:15 Keynote Geoff White, Technology Journalist
16:15 16:30 Engage Customer Awards Ann-Marie Stagg, Chief Executive, CCMA
16:30 17:00 Verint Close Ryan Hollenbeck & Steve Bell
17:00 19:30 Drinks Reception

 

Government and Public Sector
Wednesday, 29 November
19:00 20:00 Reception
20:00 23:00 Awards Dinner - The Landmark London
Thursday, 30 November – times are subject to change
08:30 09:00 Registration and Coffee
09:00 09:15 Verint Welcome Nick Nonini
09:15 10:00 Keynote Shaun Smith, a leading expert in Customer Experience
10:00 10:30 Customer Keynote Jan Smets, Director Retail and Customer Care, bpost
10:30 10:45 Break
10:50 11:20 Breakout Sessions North Lanarkshire Council is learning to speak digital
Peter Tolland of North Lanarkshire Council will discuss why understanding the blending of data, process, technology and people is essential as we move towards doing things in a digital way. He will also look at the importance of the journey taking us there and why embracing it might help us challenge what we already know about digital, or at least, what we think we know.
Peter Tolland, Customer and Information Governance Manager North Lanarkshire Council
11:30 12:40 Digital First Engagement Management Roadmap
Most public sector organisations have a digital first customer engagement strategy, but many are not seeing the full benefit. How can you ensure that your digital first strategy delivers real ROI? Bob Mann will give an in-depth update on the capabilities, benefits and opportunities provided by Verint’s Digital First Engagement Management proposition.
Bob Mann, Senior Director, Global Business Leader, Engagement Management Professional, Verint
12:40 13:40 Lunch
13:40 14:10 Breakout Sessions Newcastle City Council: The digital employee and beyond
Neil Adams, Senior ICT Analyst and Andrew Culpin, Business Analyst at Newcastle City Council will present on their implementation of the Squiz Portal and how it is now being used to provide services for Employees and in the future will act as the council’s gateway to federated and secure digital services.
Neil Adams, Senior ICT Analyst & Andrew Culpin, Business Analyst, Newcastle City Council
14:20 14:50 Community Live Discussion Group
Join this session and interact with our Verint experts, Customers who have presented during the day, and your peers to discuss how to address daily challenges and how to get the most out of your solutions.
Iain Daws and Bob Mann, Engagement Management, Verint
15:00 15:30 Leeds City Council: How to drive cost savings but still deliver on customer service
In a landscape of budget scrutiny and local government cuts, hear how Leeds City Council managed to maintain their levels of customer service to service users and drive cost savings and benefits by leveraging the capability of the Verint WFM suite. Join Ann Johnson and Johanna Robinson from Leeds City Council, one of the UK’s largest local authorities, as they talk through their challenges, successes and next steps.
Ann Johnson, Workforce Planning Manager, Leeds City Council & Johanna Robinson, Forecaster Analyst, Leeds City Council
    All User Groups Workforce Management
Customer Analytics including Speech and QM
Engagement Management
    Verint Landscape Product Innovation Zone
Customer Experience Zone
Sponsors
Demo Stations Verint Situational Awareness Solutions
15:30 15:45 Break
15:45 16:15 Keynote Geoff White, Technology Journalist
16:15 16:30 Engage Customer Awards Ann-Marie Stagg, Chief Executive, CCMA
16:30 17:00 Verint Close Ryan Hollenbeck & Steve Bell
17:00 19:30 Drinks Reception

 

Security, Fraud & Compliance
Wednesday, 29 November
19:00 20:00 Reception
20:00 23:00 Awards Dinner - The Landmark London
Thursday, 30 November – times are subject to change
08:30 09:00 Registration and Coffee
09:00 09:15 Verint Welcome Nick Nonini
09:15 10:00 Keynote Shaun Smith, a leading expert in Customer Experience
10:00 10:30 Customer Keynote Jan Smets, Director Retail and Customer Care, bpost
10:30 10:45 Break
12:10 12:40 Breakout Sessions Reinventing Compliance - Launching Verint Verba 9
Launching Verint Verba 9 is not just the release of a new version, but represents the reinvention of communications compliance by Verint. Proven in the Tier 1 finance sector, the Verba solution helps clarity into the regulatory compliance universe by componentizing its complexity into tangible products. Join Sam Daroczy, until recently Co-founder and CEO of Verba Technologies, as he presents Verint’s new Elements of Compliance concept.
Sam Daroczy, VP Business Development, Verint Verba
12:40 13:40 Lunch
14:20 14:50 Breakout Sessions Stop firefighting - Think beyond after-the-fact compliance with our proactive approach
Take the guesswork out of your compliance efforts with real-time communication policy enforcement and experience the paradigm shift in practice. We bring you an essential tool for the effortless enforcement of corporate policy and industry regulations, which also mitigates your risk factors. Phil Fry, acknowledged innovator and leader in voice and voice compliance within the Financial Industry, discusses the challenges and how Verba Verint are setting out a new strategy to meet these.
Philip Fry, VP Product Strategy, Verint Verba
    All User Groups Workforce Management
Customer Analytics including Speech and QM
Engagement Management
    Verint Landscape Product Innovation Zone
Customer Experience Zone
Sponsors
Demo Stations Verint Situational Awareness Solutions
15:30 15:45 Break
15:45 16:15 Keynote Geoff White, Technology Journalist
16:15 16:30 Engage Customer Awards Ann-Marie Stagg, Chief Executive, CCMA
16:30 17:00 Verint Close Ryan Hollenbeck & Steve Bell
17:00 19:30 Drinks Reception