Caring for Customers in Unprecedented Times

Available On-Demand

A complimentary webinar in our series on building a One Workforce strategy.

Delivering a superlative customer experience has never been more challenging for an organisation and its workforce. Front-line agents and back-office teams are battling soaring consumer expectations and rocketing interactions – with the cost of living crisis set to heighten emotions and vulnerable customer volumes. Whilst they’re in the eye of the storm, it is possible for your organisation to engage with customers in the right way, at the right time.

Featuring a panel of 4 industry experts, we take a closer look at some of the building blocks within Verint’s One Workforce approach and why these solutions are vital in the face of unprecedented demand and rising customer vulnerability. We explore how to successfully breakthrough silos and take a bird’s eye view of customer interactions. Our CX specialists tackle three points head on, helping attendees to better understand how they can improve customer care, workforce experience and business outcomes.

We’ll explore how to:

• structure your customer strategy for unprecedented times
• understand and support vulnerable customers
• transform your front-line agent experience and your back-office approach

Case study spotlight: Hear from Tristan Harper, Principal Data Scientist at Aviva, who shares his valuable learnings regarding supporting vulnerable customers. Working in a highly regulated industry, Tristian covers his experience, tips and what best practice looks like.

Expert Q&A: If you have questions at the end of our webinar session, Verint experts will be on hand to offer further insight.

Sign up for our exclusive webinar today.

Presenters

Maurice van der Heijden
Head of Customer Experience Business EMEA, Verint 

Highly experienced global customer experience and partnership leader, with a measurable history of creating winning CX/XM solutions. Explores how empathy results in positive emotions alongside customer and business outcomes.

Nigel Wilson
EMEA Utilities Specialist, Verint 

Works in partnership with organisations to transform customer experience and improve operational efficiency. Renowned for delighting his own customers by understanding their market, their commercial objectives, and their customers’ needs.

David Poulton
Account Director, Verint 

Experienced in helping corporations across sectors and international territories to optimise their back-office operations. Uses technology and insights to achieve significant financial and operational benefit yield and demonstrating a substantial return on investment.

Tristan Harper
Principle Data Scientist, Aviva

Driving value for the life business through analytics to improve business and customer outcomes. Has delivered measurable outcomes for Aviva and Aviva’s customer audience, shining a topical spotlight on supporting vulnerable customers.