CRM Xchange Virtual Conference

November 3; Best Practices Roundtable

Verint’s Rajeev Venkat, senior director, solutions marketing, will present “E2 = CEO” as part of the “Best Practices in 60 Minutes” roundtable at 4 p.m. ET with an emphasis on employees and the enterprise for successful Customer Engagement Optimization (E2 = CEO). Venkat will also discuss how identity authentication / fraud detection helps improve employee engagement. Attendees will receive a quick overview on the importance and benefits of an employee-engagement and enterprise-wide focused approach to interacting with customers. Globe-clocks_resized2.jpg

Customer Engagement Summit

November 8; London, United Kingdom

Verint’s Rachel Lane, director, customer analytics, EMEA, will present “Humanising Customer Engagement in a Digital World” at 2:20 p.m. BST. Lane will present Verint’s latest research findings on consumer preferences and expectations around digital and traditional customer engagement. Conducted in association with Opinium Research LLP, this Verint-commissioned research involved consumer interviews with more than 24,000 people from across 12 countries worldwide. Session attendees will find out which channels and methods of contact matter to today’s consumers and how to humanise customer engagement regardless of channel.

Creating Competitive Advantage through Process-Led Transformation

November 9; Accenture/Verint webinar

Business Process Improvement (BPI) has often been a bottom up, local initiative to improve the performance of one functional group. Unfortunately, this approach had limited value, created complexity as each function had their own processes, and did not provide groups the needed tools to measure the impact of their changes on other functions. Join Accenture’s Mark George, managing director, global operations and process transformation, and Verint’s Craig Seebach, vice president, enterprise workforce optimization, business strategy at 2 p.m. ET as they present a higher value-add approach to BPI – Prime Value Chain and Complexity Analytics (PVCCA). This takes a top-down approach, looking across functions and processes to:

  • Identify inefficiencies at the enterprise level to find the initiatives with the greatest potential to close performance gaps
  • Analyze complex performance issues and their impact on business outcomes
  • Create a “world on a page” with all the core activities for each initiative
  • Map all the activities, ownership and overlaps of the end-to-end processes
  • Create an operating framework to measure and analyze the impact of changes to these activities and processes to help ensure the benefits are realized and the changes operationalized.

The Digital Tipping Point – Six Steps to Improve the Customer Journey in a Digital World

November 15; Webinar

Join Verint’s Dave Capuano, global vice president, integrated marketing, and IDC’s Mary Wardley, vice president, enterprise applications and CRM software, at 11 a.m. ET as they explore key findings from this digital tipping point study and what organizations need to do to improve customer engagement in an increasingly digital world. Global research commissioned by Verint and conducted by Opinium reveals that despite the rise in digital customer engagement options, the human touch remains supreme. Given this, attendees will find out what to invest in—and when—when it comes to digital and more traditional channels.  

Citizen 2020

November 17; San Francisco, California

Verint’s David Moody, vice president, public sector, will participate in a speaker panel called “The Digital City-State? A Workshop. San Francisco” at 10 a.m. PT. At the heart of the discussion will be how the cities of the future might emerge as they clamor for more power and self-determination—and challenges that may well arise as devolution advances and cities become more dependent on technology to be able to function. The speaker panel will review how cities are building better means of engaging with citizens, better analytics and more community-focused channels.