Agendas
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EMEA User Forums 2026
Power Performance with Verint EMEA User Forums
At Verint’s EMEA User Forums, you’ll discover a dynamic space designed to inspire innovation and empower growth. These virtual events hosted on Teams bring together a vibrant community of professionals to share best practices, tackle real-world challenges, and explore new ways to succeed in today’s evolving contact centre and back-office environments.
Connect with peers, gain insights from Verint experts on the latest functionalities and strategies, and hear firsthand how customers are transforming their operations – driving success, overcoming obstacles, and elevating both employee and customer engagement, all by getting the most out of their solutions.
Don’t miss the opportunity to join, engage, and transform to shape the future of your organisation.
Tuesday 22nd September
- Communities 10:00 – 12:00 BST / 11:00 – 13:00 CEST
- Channel Automation & Knowledge Management 13:00 – 15:00 BST / 14:00 – 16:00 CEST
Wednesday 23rd September
- Verint Workforce Management 10:00 – 12:00 BST / 11:00 – 13:00 CEST
- Operations Manager 13:00 – 15:00 BST / 14:00 – 16:00 CEST
- Calabrio Workforce Management 13:30 – 15:30 BST / 14:30 – 16:30 CEST
Thursday 24th September
- CX Analytics 10:00 – 12:00 BST / 11:00 – 13:00 CEST
- Quality Management 13:00 – 15:00 BST / 14:00 – 16:00 CEST
Why Attend? Your Key Benefits
- Connect with a Thriving Community
Build meaningful relationships with peers, industry leaders, and Verint experts. Share experiences, exchange ideas, and grow your professional network. - Gain Actionable Insights
Discover best practices and innovative strategies to overcome challenges in contact centre and back-office environments. Learn how others are driving success and transforming engagement. - Stay Ahead with Expert Knowledge
Hear directly from Verint specialists about the latest updates, functionalities, and solutions designed to help you achieve operational excellence. - Learn from Real-World Success Stories
See how customers are maximising their Verint solutions to further improve performance, boost employee satisfaction, and deliver exceptional customer experiences. - Shape the Future
Collaborate, innovate, and contribute to a community focused on growth and transformation to drive positive change in your organisation.
Join
Become part of a community where ideas and expertise come together.
Engage
Connect, share, and collaborate to spark meaningful conversations.
Transform
Turn insights into action and drive measurable outcomes in your organisation.
Communities Agenda
Discover new ways to enhance your Verint Community solution in this interactive session. Gain valuable insights from fellow users and industry experts and take part in thought-provoking discussions to explore best practices and innovative approaches.
- Welcome & Introductions from Verint and co-hosts 4Roads
- The value of community in the age of AI: Special guest Richard Millington, founder of FeverBee, explores what AI is actually changing for communities, where the real value of community is today and a practical way to show that value to stakeholders.
- Customer Spotlight: Macmillan share their Verint success story
- Verint Updates: Live session on IVA & Knowledge with Verint expert John Bousfield
- Round Table: Hot topics from customers
- Wrap-Up and Key Takeaways
Operations Manager Agenda
Learn how to make the most of Verint Operations Manager in this collaborative session. Explore key updates, connect with peers, and engage in interactive conversations designed to help you improve workflow and drive organisational success.
- Welcome and Introductions
- What’s new in OM
- Customer Story: Work Allocation Bot
- Customer Story: Self Service Email Integration
- Ask the Expert
CX Analytics Agenda
Covering Analytics applications and Analytics Bots, the session will focus on real-world use cases. Whether you are looking to refine existing workflows or uncover new insights, this forum provides an opportunity to connect, learn, and achieve faster, stronger outcomes.
- Welcome & Introductions
- Customer Case Study: Vicky Clark, Operational Insights Analyst at AXA Insurance will discuss her six years of experience leading speech analytics initiatives and her key role in many of the organisation’s recent successes with the platform.
- Customer & Consulting User Panel: Live Interactive panel discussion – the power of combined analysts’ minds.
- Interactive Hands-on: Live hands-on session with Verint specialist.
- Breakout Rooms with Feature Spotlight sessions
- Wrap-Up & Key Takeaways: Summary of key takeaways & how to stay connected.
Channel Automation & Knowledge Management Agenda
Uncover innovative ways to leverage automation and knowledge management to streamline processes and elevate customer experience. Join thought-provoking discussions, explore practical applications, and connect with professionals navigating similar challenges.
- Welcome & Introductions
- Channel Automation Updates & Your Input: An interactive session with the Product Manager for Channel Automation showcasing the latest capabilities, sharing upcoming roadmap updates, and gathering your feedback and insights.
- Knowledge Management Updates & Your Input: An interactive session with the Product Manager for Knowledge Management presenting the latest capabilities, outlining upcoming roadmap developments, and capturing your feedback and input.
- Expert Tips & Best Practice: A Verint consultant shares proven best practices, practical insights, and expert recommendations.
- Open Forum & Customer Roundtable: An interactive discussion giving you the opportunity to share experiences, exchange ideas, and discuss key topics with peers and experts.
- Wrap-Up & Key Takeaways: Summary of key takeaways & how to stay connected.
Workforce Management Agenda
Take a closer look at workforce planning and scheduling techniques that empower employees and drive productivity. Explore flexible solutions, hear real-world experiences, and uncover ways to enhance engagement and scheduling efficiency.
- Welcome and Introductions
- Introduction to Exact Forecasting: Hear from Verint specialist David Hepburn in this upcoming module overview featuring Exact Forecasting workflow demonstration and essential availability details.
- Multiskilling Metrics: Live session with Verint specialist Jamie Pickup.
- Customer Spotlight: Hear practical insights from Marcus Evans and Keith Ridley, Workforce Planning Managers at AXA Insurance, to learn how they leveraged Verint TimeFlex Bot to empower frontline teams with greater control over their schedules.
- Ask the Expert: Interactive session featuring the latest hot topics from customers
Quality Management Agenda
Covering Quality Management solutions with the combined Calabrio and Verint customers coming together, we will have double the insights and experience! This session will cover everything related to improve quality, handle compliance and best practises on continuous performance of human and AI agents. Whether you are looking to refine existing workflows or uncover new insights, this forum provides an opportunity to connect, learn, and achieve faster, stronger outcomes.
- Welcome & Introductions
- Quality Excellence: Evaluating up to 100% of voice and digital interactions across human and AI-powered agents is just the first step for achieving Quality Excellence. The real value comes from understanding why compliance failures occur; why agents underperform; why bots fail containment; and what drives operational costs.
- Customer Spotlight: Hear practical insights from a customer who will share how they apply QM in their operation and the measurable business outcomes they’ve achieved.
- Consulting Focus: As AI becomes a critical part of modern Quality Management, the quality of your results depends on the quality of your inputs. We’ll explore practical techniques for designing effective Auto QM questions, prompts, and evaluation criteria that deliver consistent, meaningful outcomes.
- Breakout Rooms with Feature Spotlight sessions: Explore the latest development plans, preview new features, as well as hearing about recent features added in both Calabrio QM and Verint QM.
- Wrap-Up & Key Takeaways: Summary of key takeaways & how to stay connected.
Calabrio Workforce Management Agenda
Take a closer look at workforce planning and scheduling techniques that empower employees and drive productivity. Explore flexible solutions, hear real-world experiences, and uncover ways to enhance engagement and scheduling efficiency.
- Welcome & Introductions: Meet the Calabrio team who are now part of the Verint team
- Innovation: Explore the latest development plans, preview new features, as well as hearing about recent features added.
- Customer Spotlight: Hear practical insights from a customer who will share how they apply WFM in their operation and the measurable business outcomes they’ve achieved.
- Consulting Focus: Our experts’ guide to mastering Calabrio WFM. Featuring three things you never knew about Calabrio WFM, a demonstration of how Calabrio WFM should be used to maximise the benefits to your WFM solution, and tips to improve wellbeing, increase employee engagement levels, and deliver outstanding customer experience.
- Ask the Expert: Our specialists will address the key topics and challenges raised during registration.
- Key Takeaways: Summary of key takeaways and how to stay connected.
Communities Agenda
Discover new ways to enhance your Verint Community solution in this interactive session. Gain valuable insights from fellow users and industry experts and take part in thought-provoking discussions to explore best practices and innovative approaches.
- Welcome & Introductions from Verint and co-hosts 4Roads
- The value of community in the age of AI: Special guest Richard Millington, founder of FeverBee, explores what AI is actually changing for communities, where the real value of community is today and a practical way to show that value to stakeholders.
- Customer Spotlight: Macmillan share their Verint success story
- Verint Updates: Live session on IVA & Knowledge with Verint expert John Bousfield
- Round Table: Hot topics from customers
- Wrap-Up and Key Takeaways
Operations Manager Agenda
Learn how to make the most of Verint Operations Manager in this collaborative session. Explore key updates, connect with peers, and engage in interactive conversations designed to help you improve workflow and drive organisational success.
- Welcome and Introductions
- What’s new in OM
- Customer Story: Work Allocation Bot
- Customer Story: Self Service Email Integration
- Ask the Expert
CX Analytics Agenda
Covering Analytics applications and Analytics Bots, the session will focus on real-world use cases. Whether you are looking to refine existing workflows or uncover new insights, this forum provides an opportunity to connect, learn, and achieve faster, stronger outcomes.
- Welcome & Introductions
- Customer Case Study: Vicky Clark, Operational Insights Analyst at AXA Insurance will discuss her six years of experience leading speech analytics initiatives and her key role in many of the organisation’s recent successes with the platform.
- Customer & Consulting User Panel: Live Interactive panel discussion – the power of combined analysts’ minds.
- Interactive Hands-on: Live hands-on session with Verint specialist.
- Breakout Rooms with Feature Spotlight sessions
- Wrap-Up & Key Takeaways: Summary of key takeaways & how to stay connected.
Channel Automation & Knowledge Management Agenda
Uncover innovative ways to leverage automation and knowledge management to streamline processes and elevate customer experience. Join thought-provoking discussions, explore practical applications, and connect with professionals navigating similar challenges.
- Welcome & Introductions
- Channel Automation Updates & Your Input: An interactive session with the Product Manager for Channel Automation showcasing the latest capabilities, sharing upcoming roadmap updates, and gathering your feedback and insights.
- Knowledge Management Updates & Your Input: An interactive session with the Product Manager for Knowledge Management presenting the latest capabilities, outlining upcoming roadmap developments, and capturing your feedback and input.
- Expert Tips & Best Practice: A Verint consultant shares proven best practices, practical insights, and expert recommendations.
- Open Forum & Customer Roundtable: An interactive discussion giving you the opportunity to share experiences, exchange ideas, and discuss key topics with peers and experts.
- Wrap-Up & Key Takeaways: Summary of key takeaways & how to stay connected.
Workforce Management Agenda
Take a closer look at workforce planning and scheduling techniques that empower employees and drive productivity. Explore flexible solutions, hear real-world experiences, and uncover ways to enhance engagement and scheduling efficiency.
- Welcome and Introductions
- Introduction to Exact Forecasting: Hear from Verint specialist David Hepburn in this upcoming module overview featuring Exact Forecasting workflow demonstration and essential availability details.
- Multiskilling Metrics: Live session with Verint specialist Jamie Pickup.
- Customer Spotlight: Hear practical insights from Marcus Evans and Keith Ridley, Workforce Planning Managers at AXA Insurance, to learn how they leveraged Verint TimeFlex Bot to empower frontline teams with greater control over their schedules.
- Ask the Expert: Interactive session featuring the latest hot topics from customers
Quality Management Agenda
Covering Quality Management solutions with the combined Calabrio and Verint customers coming together, we will have double the insights and experience! This session will cover everything related to improve quality, handle compliance and best practises on continuous performance of human and AI agents. Whether you are looking to refine existing workflows or uncover new insights, this forum provides an opportunity to connect, learn, and achieve faster, stronger outcomes.
- Welcome & Introductions
- Quality Excellence: Evaluating up to 100% of voice and digital interactions across human and AI-powered agents is just the first step for achieving Quality Excellence. The real value comes from understanding why compliance failures occur; why agents underperform; why bots fail containment; and what drives operational costs.
- Customer Spotlight: Hear practical insights from a customer who will share how they apply QM in their operation and the measurable business outcomes they’ve achieved.
- Consulting Focus: As AI becomes a critical part of modern Quality Management, the quality of your results depends on the quality of your inputs. We’ll explore practical techniques for designing effective Auto QM questions, prompts, and evaluation criteria that deliver consistent, meaningful outcomes.
- Breakout Rooms with Feature Spotlight sessions: Explore the latest development plans, preview new features, as well as hearing about recent features added in both Calabrio QM and Verint QM.
- Wrap-Up & Key Takeaways: Summary of key takeaways & how to stay connected.
Calabrio Workforce Management Agenda
Take a closer look at workforce planning and scheduling techniques that empower employees and drive productivity. Explore flexible solutions, hear real-world experiences, and uncover ways to enhance engagement and scheduling efficiency.
- Welcome & Introductions: Meet the Calabrio team who are now part of the Verint team
- Innovation: Explore the latest development plans, preview new features, as well as hearing about recent features added.
- Customer Spotlight: Hear practical insights from a customer who will share how they apply WFM in their operation and the measurable business outcomes they’ve achieved.
- Consulting Focus: Our experts’ guide to mastering Calabrio WFM. Featuring three things you never knew about Calabrio WFM, a demonstration of how Calabrio WFM should be used to maximise the benefits to your WFM solution, and tips to improve wellbeing, increase employee engagement levels, and deliver outstanding customer experience.
- Ask the Expert: Our specialists will address the key topics and challenges raised during registration.
- Key Takeaways: Summary of key takeaways and how to stay connected.
Registration
Please note, if you would like to attend more than one session, you will need to register for each forum separately.
Thank You
Thank you for registering for our September 2026 User Forums. Please note, if you would like to attend more than one session, you will need to register for each forum separately.
You will shortly receive a confirmation email of your registration. The joining links will be shared in a separate email 24 hours before each session, so please do use the calendar button in the confirmation email to block out your diary.
