The Back Office & Branch: Key Contributors to Differentiated CX
August 10; Verint Webinar with The Financial Brand
Join Verint’s Nicole Nevulis, Global Senior Director, Go-to-Market Strategy, and Juan Cabrera, Director, Branch Go-to-Market Strategy, at 2 p.m. ET for this content. Digital disruption and new market entrants are changing the CX game. Banks that are differentiating themselves on CX are breaking down silos and connecting not just digital channels – but all channels, including their back-office operations and branch environments.
Attend this webinar to learn how connecting the back-office, branch and digital channels can:
- Improve CX by providing seamless service across customer touch points
- Reduce costs by improving employee utilization, streamlining processes, and eliminating rework
- Enhance employee engagement and retention by giving employees opportunities to grow and the tools they need to be successful
- Increase agility and speed to create competitive differentiation in a quickly changing world of CX demands.
Customer Service and CX Megatrends for 2023
August 11; CRMXchange webinar
Join Verint’s Aditi Mehta, Director, Product Marketing, as she joins this panel discussion at 1 p.m. ET. Are you prepared for 2023? Curious about the most important trends for 2023? Join this panel for a variety of topics that may change your ideas on customer interactions. Topics include:
- Customer Feedback: Collect and measure feedback across all channels for actionable insights.
- Contact Center of Excellence: One data repository in order to report on and create business cases to impact change.
- Employee Experience: Analyzing employee feedback in addition to customer feedback provides a more holistic picture of CX.
- Automation & Specialization: The intersection of self-service and agent-assisted customer contact grows more complex. The right balance enables contact centers to deliver greater financial impact and stronger customer satisfaction and loyalty.
- Strategic Impact of the Contact Center: Effective leadership requires the ability to easily identify and articulate the strategic impact of the contact center that goes beyond cost efficiency or customer satisfaction and loyalty.
How Great Organizations Empower Customer Experience Teams
August 17-18; DX Summit Virtual Lunch on Us* Event
* Each qualified attendee will receive a free $15 Uber Eats voucher to use during day one of the conference on August 17!
Join Verint’s David Singer, VP, Go-To-Market Strategy, both days to attend the session “Unlock the One Workforce Advantage to empower exceptional customer experience teams.” The session will teach you how to unlock the One Workforce Advantage to break down silos and empower your teams across your enterprise, resulting in streamlined, positive and impactful experiences for both your employees and your customers.
Attendees will:
- Learn about the concept of One Workforce, and why the approach is so critical now
- Understand how One Workforce creates and supports a unified front across your entire enterprise
- Realize how a One Workforce unified front affects and impacts your customer journey experiences.
The Next Generation of Quality Programs—Delivering More Impact with Less Effort!
August 25; QATC webinar
Join Verint’s Tricia Manning, Director, Go-to-Market Strategy, Quality & Compliance, at 2 p.m. ET for this content. Are you monitoring only a small selection of agent interactions? You’re not alone. Many organizations review less than 3% of agent conversations—and often none that happen in their bot and digital channels. Learn why contact center quality monitoring programs are more critical than ever and how automation can deliver big wins for your business—improving quality processes, compliance adherence, agent coaching, and the customer experience.
August 30; CXPA and Verint webinar
Join Verint’s Deneen Davis, Senior Manager, Customer Analytics, and Avanti Joglekar, Senior Content Marketing Manager, at 2 p.m. for this content. The Verint Experience Index Retail Report examines retail consumers’ behavior and preferences, which are essential to consider when fine-tuning your CX strategy—especially as you prepare for the upcoming Black Friday, Cyber Monday, and holiday shopping rush. With the highest level of investment seen in digital solutions since 2020, it’s an uncertain time for many retailers—finding a balance that offers exceptional online and in-store experiences isn’t straightforward.
The Verint Experience Index is a web panel survey report chronicling customer experiences across key industries. This new retail edition ranks the omnichannel experiences of the top U.S. retailers. Join this webinar to learn some intriguing results and what they mean for your business, including:
- Retailer Engagement: 36% of consumers under 41 prefer to visit stores, compared to over 66% of shoppers over 56
- Customer Journeys: More than 75% of Gen Z and Millennials use multiple sources for researching a product
- CSAT Drivers: Price and digital experience are the biggest CSAT drivers for both Gen Z and Millennials—while merchandise is the most prominent for older generations.