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Engage on the Road Nordics 2019

Welcome to Engage on the Road, the event for Verint customers in the Nordics, which will take place on 2nd of April at Kosmopol in Copenhagen. Engage on the Road brings together colleagues, peers and partners for inspiration and collaboration and is filled with opportunities to help you get the most from your Verint solutions. Don’t miss your chance to learn from experts, who will share their expertise, insights and perspectives on how to optimise customer and employee engagement.

Learn

Find out more about the latest solutions, our roadmaps and product releases.

Network

Gain valuable insight and network with peers during presentations and other activities.

Get inspired

Hear exclusive thoughts and ideas from experts and “power users.”

speakers

  • Patrick Nielsen

    Topdanmark

  • Nicklas Brøndum Petersen

    Topdanmark

  • Ian Gibson

    Ingeus

  • Steven Hagen

    Sage

  • Steve Bell

    Verint

  • Marije Gould

    Verint

  • David Hudson

    Verint ForeSee

AGENDA

This agenda will give you a flavour of what we have planned and we will update with more detail on the session topics and keynote speakers shortly.

Marije Gould, Vice President Marketing EMEA, Verint

The hybrid workforce; how humans and technology work hand-in-hand

In collaboration with Opinium Research LLP, Verint Systems has polled more than 34,000 people in 18 countries across the globe to better understand consumer attitudes and demands around customer and employee engagement, technology and data. Marije Gould will tell you all about the hybrid workforce; how humans and technology work hand-in-hand to deliver better customer and employee experiences in our 'always-on' society. Our research will explore the true value of humans at work, and in customer service, as businesses turn to technology to engage with the 'always-on' consumer.

Steve Bell, Vice President Solutions Consulting EMEA, Verint

The Future of Customer Engagement – Elevating the Customer Experience and Driving Operational Efficiency

Verint is the customer engagement company. Customer engagement is now a strategic differentiator, and our solutions enable our customers to gain a sustainable competitive advantage by elevating customer experience and driving operational efficiency. We help organizations simplify, modernize and automate their customer engagement through our market-leading cloud and hybrid solutions. At our core, we’re a technology innovator and have one of the broadest portfolios of customer engagement solutions available today. We will share the Verint product strategy that is driving the evolution of our portfolio and our acquisition strategy. We will look at the latest and upcoming enhancements to our solutions, and also a vision of our integrated capabilities to manage the full customer engagement lifecycle.

Ian Gibson, Director of Business Services, Ingeus

Customer Presentation Ingeus - Transforming Probation Services: How Verint-eg partnered with RRP to change our support services

Ingeus in partnership with St Giles Trust and CRI created a joint venture called Reducing Reoffending Partnership (RRP) and won two areas in the West Midlands and East Midlands. There were many transformation areas but one of the most challenging culturally was the setting up of two centralised call handling and admin hubs called Customer Services Centres. In this session, Ian Gibson will describe the challenges they faced and choosing the right partner and technology to help drive operational improvements, cost reductions and improve employee engagement in the centres.


Patrick Nielsen, Afdelingsleder for Service Excellence, Topdanmark

Nicklas Jarnel, Udviklingskonsulent, Topdanmark

Customer Presentation: Quality Management in Topdanmark, Customer Service (Danish)

Gennem de sidste 2 år har Topdanmarks kundeservice arbejdet med Quality Management. Til Verint Engage forum vil Patrick og Nicklas fortælle om deres rejse med QM, hvordan de arbejder med det i dagligdagen. De vil også tale om hvilke udfordringer de har stødt på samt hvilke resultater de indtil nu har opnået.

David Hudson, Sales Director, Verint ForeSee

Winners and Losers in the Battle for Consumer Preference

The worlds top brands are locked in a long-term battle for buyer preference. Recent ForeSee research shows that while brands like Netflix, PayPal and Google continue to lead the way in digital experience, Walmart, Chase and others have made significant gains. In retail, Amazon continues to dominate through the delivery of excellent user experience and investments in delivery logistics. However, the multi-channel customer journey is now the norm enabling traditional retailers which have embraced digital, particularly mobile, to compete and prosper.

Steven Hagen, Change manager, Sage

Customer presentation Sage: The Importance of Shrinkage and Empowering Teams

Join Steven Hagen, who 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 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.

venue

Kosmopol's Conference Center is situated in a beautifully renovated mansion from January 1902.

Distances: Nørreport Station one minute. Copenhagen Airport directly 20 minutes by train.

Kosmopol Conference Center

address

Fiolstræde 44
1171 København K, Denmark
Tel: +45 33 42 66 08

more information

Registration

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sponsors

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