Where Is Verint in August? All Around the World
August 4-27; Webinar Series
Verint experts will deliver 12 interactive webinars in August on effective ways to improve the customer experience. Designed for IT, Customer Service and Operations professionals, the webinars will examine how these long-established roles are evolving and influencing the customer experience due to changes in customer behavior and expectations. The three tracks are called “What Can Technology Do for Your Customer Experience,” “Optimising Your Workforce” and “Customer Service Excellence.”
Government Contact Centre Summit
August 10-13; Sydney, Australia
Verint’s David Moody, vice president and global practice leader, government and public sector, will present “Government and Public Sector Digital Self-Service Trends” at 10:30 – 10:50 a.m. Australian ET. Digital First. Digital by Default. Channel Shift. Whatever you call it, digital self-service is top of mind for most government and public sector organisations. Attendees will learn about the current state and predictions for the future, the barriers to digital transformation within government organisations, and the frameworks for identifying near-term priorities with the most potential for immediate and significant customer engagement improvement.
3 Tips to Successfully Manage the Customer Journey
August 13; Webinar with CRMXchange
Verint’s Nancy Porte, vice president, global customer experience, will describe how to improve customer satisfaction through customer journey mapping techniques at 1 p.m. ET. Have you consistently collected customer experience data but struggled to translate the insights into long-term business process change? If so, you’re not alone. Attendees will learn how customer journey mapping can help organizations understand the holistic end-to-end journey and drive optimal business processes, creating a win-win situation. Porte will discuss why customer experience industry leaders usually outperform their counterparts, how to go beyond traditional voice of customer data collection to understand the complete customer experience, and why it is important to focus on the correct customer touch points.
August 18; New York City
Southern Maryland Electric Cooperative’s Tana Hill, contact center workforce manager, and Verint’s Oscar Alban, director, market intelligence, will present “Making the Most of Your Data: Getting Started with Speech Analytics” from 4:15 – 5:15 p.m. ET. Hill and Alban will review Hill’s experience using Verint’s speech analytics solution and recommend best practices to help ensure success, including being diligent in conducting call studies at least quarterly, doing deep dives in between to review ROI and identify potential cost savings, and having a dedicated person assigned to a speech analytics initiative.
Verint and TSIA Webinar
August 20
Alban and TSIA’s Judith Platz, vice president of research, customer success and support, will discuss how savvy technology companies increasingly realize the importance of customer success and are experiencing intense pressure to keep customers engaged enough to renew contracts and expand revenue streams. At 1 p.m. ET, Alban will review Verint’s Customer Experience Program and how it has helped increase customer satisfaction and customer confidence—and how Verint’s steering committee takes customer feedback and makes it actionable by creating measurable initiatives that impact customer success.
August 25-27; Macau, China
Verint will host Engage 2015, its Asia Pacific partner and customer conference, at the Four Seasons Hotel Macau on the Cotai Strip in China. Through presentations, demonstrations and numerous networking opportunities, attendees at this event are set to gain insights and new perspectives on how to better manage and optimize their solutions from Verint and KANA, part of Verint. Subject matter experts will be speaking on such topics as customer engagement optimization, engagement management, fraud and identity analytics, customer analytics, workforce optimization and more. Keynote speakers include Verint executives Ady Meretz, president, Asia Pacific, and Ryan Hollenbeck, senior vice president, global marketing—who will jointly present ”A Smarter World with Actionable Intelligence: The Future of Customer Engagement Optimization.”
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