Verint Keeps the Focus on the Customer Worldwide in October
October 13; Verint-AARP Webinar
Verint’s Scott Hays, vice president, solutions marketing, and AARP’s Brian Clancy, manager contact center operations, will discuss at 1 p.m. ET how the customer journey is made up of many experiences—most of which are the sum of individual interactions and even crucial moments. These are when an organization can either delight and satisfy a customer, or stumble and fall short of his or her expectations. AARP encourages its members to discover real possibilities while empowering their employees with the right tools and technology to get real results. Join this lively interview with Scott and Brian as they discuss insights, pitfalls and best practices for delivering exceptional customer engagement.
October 13; Auscontact Association Webinar
Scott will then join Fiona Keough and discuss at noon AEDT how the forces of digital disruption and shifting work styles of next-generation employees are requiring organizations to become more focused and responsive to the needs of both customers and employees than ever before. Tune in for a rapid-fire dialogue and debate of the following:
- What are the characteristics of the new workforce and why are they “reluctant to learn”?
- How have digital disruptions made it more challenging to provide excellent employee-based service?
- What should be done with employee-facing applications to enable and empower employees?
- What kinds of information and context need to be integrated and unified to provide better outcomes with less effort?
- How can this new reality affect recruiting, training and their impact on performance management?
October 13-15; Las Vegas, Nevada
Verint will participate in three sessions:
Verint’s Chris Zaske, global vice president, strategic operations, will be part of a panel called “Leveraging Innovative Technology to Transform the Branch” on October 13 at 11:30 PDT. While the growth of mobile and online banking is changing how customers bank, most new products are still purchased at the branch. With customer preferences evolving, financial institutions need to define how the traditional branch role can strengthen their relationships. If designed correctly, a branch can serve as a testing ground for new technology, mobile banking, digital messaging and more efficient staff strategies. Branch experts will discuss how to discover emerging technologies being implemented within the branch, optimize roles and responsibilities for branch staff, the ways technology is improving interactions with customers, and how to work across the organization to build an engineered brand experience to maximize of every inch of branch space.
Chris will also be part of a panel called “Driving Revenue Growth through Customer Engagement” at 1:15 p.m. PDT that same day. With increased competition and a more empowered consumer, it’s not enough for banks to compete on just product—strong relationships and great customer experiences are needed to be successful. At the heart of developing these relationships and unique experiences is customer engagement, which plays a critical role throughout the customer lifecycle—from acquisition and retention to cross-sell and up-sell opportunities. This panel brings together industry experts to discuss how organizations can leverage the right tools and strategies to grow customer engagement to drive revenue.
Also that day, Verint’s Jenni Palocsik, director, solutions marketing, will participate in a panel called “Leveraging the Contact Center and Taking Advantage of All it Has to Offer” at 2 p.m. PDT. Smartphones, social media and other technology advancements have revolutionized the way consumers interact with their financial institutions and disrupted the contact center. With more channels to support and an expectation of real-time responses, financial institutions must work hard to meet evolving preferences and demands. Contact centers must incorporate new strategies and technologies, refined processes, and superior execution to deliver a first-in-class customer experience, superior customer retention and increased spend per customer. Banking contact centers evolving to meet consumer demands and expectations, technologies and processes to improve sales and service, and best practices for up-selling and cross selling will be discussed.
October 18-21; San Diego, California
Verint’s Greg Sherry, vice president, marketing, and Steve Fedorchuk, vice president, customer care, Alberta Treasury Board (ATB) Financial, will present “Customer Engagement Optimization: Meeting the Demands of Accelerating Expectations” on October 19 at 1:30 p.m. ET. The care center experience can set companies apart. Learn how ATB Financial, a leading Canadian financial institution, is harnessing out-of-the-box thinking and culture—combined with workforce optimization and customer analytics—to help create unique and amazing experiences for customers and team members alike while reducing customer effort, elevating the customer experience, and driving toward best-in-class customer engagement optimization. Key takeaways will include leveraging customer conversations and frontline team members to identify customer-challenge root causes, translating voice of the customer data into actionable improvements, and tips for optimizing team member utilization and engagement with effective WFM call forecasting and scheduling.
October 20; Las Vegas, Nevada
Verint’s Oscar Alban, director, market intelligence, and Heather Shafer, business analyst, Snap-on Tools, will discuss “Why Customer Experience Is Vital to Your Company’s Success” at 9:45 p.m. PDT. The primary way for a company to differentiate itself is the experience it offers to its customers—so what perceptions do they have after interacting with customer service operations? Attendees will learn how Snap-on Tools, a leading global innovator, manufacturer and marketer of tools, used speech analytics to capture critical feedback from their customers and incorporated it into their customer journey mapping to identify areas of opportunity with huge financial implications to the company—and how they engaged with their customer experience team to gain executive sponsorship.
October 22; Sydney, Australia
Verint’s Stephen Gibb, director of solutions consulting, will present as part of a roundtable titled “The Contact Center of Tomorrow” at 8:30 a.m. AEDT, covering topics such as multimodal customer service, the rising demand for personalization, customer co-creation, the metrics of tomorrow’s contact center, going beyond customer experience to the age of engagement, and much more.
October 27; Verint Webinar
John Goodman, vice chairman with Customer Care Measurement and Consulting, and Verint’s Greg Sherry will present “Customer Experience Myths and Service Slips” at 1 p.m. ET. Myths can quickly become perceived truths—can the same be true for customer experience and customer service principles? In this interactive discussion, John and Greg will discuss some conventional wisdom and beliefs that may have a solid empirical basis—but sometimes can be carried too far. Discussion topics will include exceeding customer expectations, net promoter score (NPS), courtesy and responsiveness, pricing, and root cause analysis. Attendees will learn creative practices involving enterprise and contact center customer engagement, actionable steps to take for customer engagement optimization and personalized engagement, and tips and tricks from several leading organizations.
IT-BPM Quality Summit 2.0: Age of Digital Analytics
October 28; Manila, Philippines
Verint’s Daniel Ziv, vice president, voice of the customer analytics, will discuss “Lessons in Integrating Speech Analytics with Process and Digital Channel Excellence” at 1:30 p.m. PHT. While speech analytics isn’t new, digital platforms such as mobile, free-speech IVR, social media and others are changing internal processes and the way customers interact with organizations. Attendees of this session will learn how to maximize the latest speech analytics solutions to achieve process excellence and more effective customer engagement optimization.
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