Digital-First Engagement Information Day
3rd October
Customers are increasingly opting for digital channels. The number of interactions and expectations are constantly increasing. At the same time, resources for communicating with customers are often limited.. With a Digital-First Engagement approach, you can seamlessly power great customer experiences on the channel of their choice.
On this day you will learn more about Verint’s solutions in Conversational AI, Engagement Channels, Engagement Orchestration, Online Communities and Knowledge Management from customers and Verint experts.
What is Digital-First Engagement?
With Verint Digital-First Engagement solutions, you can:
- Drive personalised, proactive connections through a customer’s preferred channel
- Automate interactions and improve key metrics while taking customer experience to the next level
- Seamlessly combine a workforce of people and bots with Engagement Orchestration
- Leverage data to drive insights and action with Verint Da Vinci AI and Analytics.
Speakers
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Katie Smith
Interim Group Contact Centre Lead, HalfordsKatie Smith is responsible for the performance and service delivery of the Group Contact Centre at Halfords, which resolves queries from retail, garage and mobile fitting customers across multiple channels, including voice, chat, email and social media. The operation also includes an offshore BPO partner.
Katie oversees workstreams covering Operations, Forecasting / Planning, Data / MI, Training & Quality, Outsourced Partnerships, Contact Centre Technology, and Change / Transformation. Through strategic direction and collaborative working she ensures continuous focus on improving customer and colleague experience, as well as reducing cost through gaining efficiencies.
She has worked for Halfords for almost 12 years, starting as a Team Leader, moving on to Team Manager, Project Manager, Outsourced Partnerships Lead and then Transformation Lead before stepping up to fill the interim Contact Centre Lead role. In the last 6 months she has overseen the merge of multiple Contact Centre functions, covering 4 different brands within the Halfords Group, into a new Group Contact Centre.
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Yashraj Singha
Global Community and Digital Chat Support, SophosYashraj Singha manages Sophos’ award-winning Global Community Team and the newly formed Digital Chat Team. He ensures that the team’s efforts result in support case deflections, faster resolution for customer issues, and abounding support savings. His team empowers customers to “self-resolve” issues by providing them with self-help content and responding to their questions on the community platform.
On the other hand, the new Digital Chat Team that Yashraj manages is working on improving the overall chat support experience Sophos provides to the customers, including deploying a new chat tool, chatbot, and team expansion.
He has worked with Sophos for over 6 years in various support-related roles and has been one of the youngest leaders at Sophos, managing the community team for over 4 years. In 2022, Sophos Community won the Customer Engagement Champions award (Gold Category) at Verint’s Innovate Awards 2022.
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Agnieszka Skibniewska
Account Director, Verint
What we will share:
- practice-based recommendations on how to optimise the customer and employee experience,
- the challenges and remedies of building customer and employee engagement, and
- best practices from forward-thinking customers.
Don’t miss out, book your place now!
Agenda
| 10:00 | Welcome and opening
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| 10:10 | Close the Engagement Capacity Gap with Open CCaaS
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| 10:30 | Art of Innovation
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| 11.15 | Customer Success Story: Digital-First Engagement, Knowledge Management
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| 12:00 | Coffee Break |
| 12:30 | Customer Success Story: Digital-First Engagement, Online Communities
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| 13:15 | Customer Panel Discussion
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| 14:00 | Closing and Networking Lunch |
Location
ADN Centrum Konferencyjne Sp. z o.o. Sp. k.
Warsaw Breweries
GH Building; entrance B
Grzybowska 56
00-844 Warsaw
Register
Fill in the form to register for the Digital-First Engagement Information Day Warsaw!
Thank You
You will shortly receive a confirmation email containing all the information you need.
If you have any questions please email events.emea@verint.com.