2 minute read
By Dick Bucci
Posted in Customer Engagement
Guest blog from Dick Bucci, Founder and Chief Analyst, Pelorus Associates
In our industry we rely on international conferences sponsored by the world’s leading vendors to learn about new technologies, renew acquaintances, discover fresh ideas, and (best of all) have fun at the glitzy locales and exhibitor sponsored receptions.
But what to do if COVID-19 pours cold water on the whole idea? Cancellation is always an option—but not for Verint Systems. They decided to go ahead with their conference but change the format from live to virtual. This had never been done before and there were uncertainties about how to best serve attendees who could simply click off if they lost interest.
To their immense credit, the events and marketing experts at Verint created a platform and agenda that did an outstanding job of replicating an in-person setting.
The Verint Virtual Conference was held May 20 and May 21. Thousands of people from over 70 countries registered. President and CEO, Dan Bodner, set the overarching theme in his opening remarks, declaring that with Verint technology no company had to choose between heightened customer engagement and cost-effectiveness. Customers can have both and with multiple solution and delivery options.
Individual sessions addressed a variety of topics with particular emphasis on managing the crisis-driven shift to the work at home model and adopting artificial intelligence and robotic process automation technologies.
The six session themes were:
Each theme was supported by topic-specific presentations. Subject matter experts from Verint, customers, partners, and leading consultants led the presentations. Participants interacted with experts through the Q&A at the end of each presentation, interactive forums, “Ask the Expert” sessions, and through surveys. A virtual “Exhibit Hall” allowed participants to examine Verint and partner solutions and interact with their representatives.
Chart topping sessions included “AI and KM - From Knowledge Management to Knowledge Automation” and “New Speech Analytics Value-Added Services Help You Prepare for Recovery.”
A highlight of the Verint Customer Engagement Conference was recognizing three companies for achieving outstanding results in customer engagement. These were Navy Federal Credit Union, U-Haul International, and Vera Bradley.
Verint found that customers deployed a “divide and conquer” strategy—sending various staff members to different sessions. Very importantly, with the virtual conference, sessions are no longer one and done. They are recorded and still accessible to registered participants by returning to the Verint Virtual environment.
Feedback from participants was very positive. Typical among volunteered comments were.
“Thanks. We have been able to have a larger group attend the sessions with this being a virtual conference.”
“Great job! For the first virtual Verint conference I think you all did a fantastic job, considering the short timelines to get this all together.”
“I’ve attended many virtual conferences in recent months. The platform used in your format far exceeds any of the others. Well done!”
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