Verint Speakers in June: Creating Powerful CX Programs and Driving Quality for Real Change

Speech Analytics in the Contact Center

June 1; Webinar 

Verint’s Kelly Koelliker, Senior Director of Content Marketing, will present this content at 2 p.m. ET. Topics covered will include how technology has changed speech analytics, including: 

• Gathering the right data for deeper customer insights and how to uncover those insights in unstructured interaction data
• Increasing the value of speech analytics by combining it with other contact center solutions
• How to modernize your speech analytics program for today's customer behaviors 

Forrester: CX North America

June 7-9; Both onsite in Nashville and virtual 

Verint customer Lynn Gleeson, Senior Vice President of Service Quality, Flagstar Bank, will present “How Flagstar Bank Started and Scaled their CX Program” at 2:20 CT on the 7^th. As part of Flagstar Bank’s CX evolution, it initiated a series of programs to adopt a holistic approach to CX across the enterprise. From improving online banking experiences with enhanced journey mapping to leveraging omnichannel insights to implement a measurement framework for customers, attendees who join this session will learn how to begin and grow a CX program. They will also learn how to gain stakeholder buy-in and tie incremental expansions to key business objectives. 

Join the two digital events: 

These digital events will both be presented on-demand, so attendees can watch them anytime throughout the event.

Verint customer Lauren Pearson, Director, CRM & Loyalty, rue21, will present “rue21 Improves Satisfaction with Data-Driven, Omnichannel CX Strategy” on June 6 at 2 p.m. CT. As part of rue21’s CX strategy, it implemented programs to gain a modern, cross-functional view of customer feedback and experiences across the consumer journey. Learn how rue21 leveraged Verint Experience Management for insights to guide priority actions for continuous CX improvements, resulting in improved sales and customer satisfaction. 

In addition, Verint customer UGI Utilities presents Kathy Iglar, Manager, Universal Services and Erica Strain, Senior Manager, Customer Communications Center who will host “Creating a Customer-driven Experience” on June 7 at 12:10 p.m. CT. UGI Utilities is focused on enhancing CX, using Verint to improve across channels. Learn how they’re taking the next steps in their CX journey by using CX insights to help map channels—from identifying what customers are trying to do and how they prefer to do it, to creating an experience driven from the very beginning by customer needs and preferences.  

Driving Engagement Throughout the Employee Lifecycle

June 8; CRMXchange Virtual Conference 

Verint’s Trudy Cannon, Director GTM Strategy, Workforce Engagement, will present this content at 12 p.m. ET. Customer engagement is evolving. Today every employee can impact customer engagement on any channel as One Workforce. But what is the impact to your employees? How does the change in their role with customers impact their engagement? With the Great Resignation continuing into 2022, and nearly half of employees looking for a new job or planning to soon, how will you entice half your workforce to stay? While engagement can be hard to define, you know when it’s not there. Learn how employee engagement should start even before a person is hired—during the recruiting process—and span throughout the entire employee lifecycle. Gain ideas to improve what you’re already doing—and new ideas to consider implementing. 

IQPC Customer Contact Week

June 20-23; Caesars Forum, Las Vegas 

Verint’s Kelly Koelliker, Senior Director of Content Marketing, will join MSC Industrial Supply’s Gail Magdowski, Sr. Manager, Customer Care Workforce Optimization, to present “MSC Industrial Drives Total Quality with 360-degree Customer Feedback” on June 22 from 12-12:45 p.m. To make a measurable impact on interaction quality, MSC boosts its quality program with multichannel customer feedback. By tying direct customer feedback to the details of a specific interaction, the MSC team can create a 360-degree view with all the necessary data to drive real change. Session attendees will learn how MSC leverages this single source of customer data to: 

• Improve visibility into customer satisfaction
• Empower more proactive service
• Drive agent performance 

The 3 Foundations for Building Your Digital-First Channel Investment Strategy

June 28; Verint and CRMXchange webinar 

Join Verint’s Jason Valdina, Senior Director of Digital-First Engagement Channels, and Forrester Research’s Julie Ask, Vice President, Principal Analyst—and author of the Forrester Moments Map—at 2 p.m. ET for this content. Customers expect to be able to communicate with brands on their channel of choice, at a time that is convenient for them. Yet, there is often a dissonance between customer preference and the engagement channels that businesses are investing in. 

Join this interactive session to learn: 

• How to make strategic decisions about which customer engagement channels you should invest in.
• Expert insight on decision frameworks that can inform an omnichannel approach that is right for your industry and customer base.
• Best practices for developing engagement channels that balance consumer preference with operational efficiency.