4 minute read
By Susanne Pitts
Posted in Customer Engagement
Shopping Around: Retail CX in the Age of Amazon
March 12; Verint Webinar
Verint’s Eric Head, VP, Experience Management, and Karly Szczepkowski, research analyst, will present “Shopping Around: Retail CX in the Age of Amazon” at 1 p.m. ET. The team will dig into the company’s latest research, the Verint Experience Index: Retail Report, to discover how the biggest 25 U.S. retailers rank on CSAT and NPS. Attendees will also hear a trends discussion and an exploration of the data behind retail customer experiences—as well as additional data that goes beyond the report.
O’Reilly Strata Data & AI Conference -- POSTPONED
March 15-18; San Jose, California
Verint’s Ian Beaver, chief scientist, and Aryn Sargent, data analyst, will present “Chatbots and Conversation Analysis: Learn What Customers Want to Know” at 4:30 p.m. PT on the 16th. Virtual assistants and spoken dialog systems are increasingly being deployed in customer service to cut costs—and conversation logs typically are used for finding intent matching errors and improving the bot itself. Much more is possible. Analysis of the user turns in a conversation can provide key insights into your company and the quality of your self-service offerings. For example, the U.S. Army learned through deep analysis of its bot conversations that active military personnel were frequently asking about post-traumatic stress disorder (PTSD) symptoms and support, most likely because they were concerned about being pulled from duty if they talked to a person who could perceive them as weak. This discovery surprised the Army, who informed the Defense Health Agency that they needed to provide soldiers with more anonymous self-service PTSD resources. Beaver and Sargent will cover motivations and techniques for deep conversational analysis of chatbots, as well as several other real-world examples. The discoveries from these solutions have enabled companies to change their websites or customer service models to increase customer satisfaction and retention.
CBA Live 2020 -- POSTPONED
March 23-25; San Diego, California
Jim DeLapa, GM, Kiran Analytics, A Verint Company, and David Neal, Workforce Modeling and Optimization Leader, Wells Fargo, will present “Driving Efficiency in the Branch and Beyond Using Analytics” on the 23rd at 9 a.m. PT. Leading banks are continuing to drive performance while lowering costs and saving millions of dollars. This session will cover how transformation leaders are optimizing their branch staff and processes while extending the efficiencies to the back office. Attendees will hear examples of how results can and must be supported by sound analytics to win over line-of-business leaders and CEOs.
In addition, Verint’s Craig Seebach, VP, enterprise workforce optimization, will present as part of a panel discussion called “Robotics' Shifting Role in Auto Finance: AI & Advanced Analytics” on the 24th at 1:55 p.m. PT. Advanced analytical technologies are bleeding into every facet of lending and decisions at banks across the country. The potential has been hailed as endless, but how far can these technologies really take your institution? Session attendees will learn:
March 30 – April 1; Nashville, Tennessee -- POSTPONED
Verint’s Andressa Marlan, product strategy manager, will present “Roaring into the ‘20s with WFM and Automation” on March 31 at 9:15 a.m. CT. Find out what the ‘new’ 20s will bring! The decade of the 1920s was one of economic growth and booms—consumer goods such as automobiles and electricity changed the world forever. One hundred years later, the world is being redefined again—this time by the power of technology. Topics will include how to keep automation human, and how WFM staff can leverage automation for enhancing employee engagement and creating a better customer experience.
Enterprise Connect -- POSTPONED
Originally planned dates: March 30 – April 2; Orlando, Florida
Verint’s Kristyn Emenecker, SVP, Product Strategy Group, will participate in a panel that presents “How Cloud and Artificial Intelligence (AI) Are Reshaping Workforce Optimization” on April 2 at 8:45 a.m. ET. The blossoming of cloud-based contact centers has initiated a sea change in how brands think about—and purchase—tools for managing their customer service organizations. Purchasing decisions for workforce optimization (WFO) tools are becoming inextricably linked to purchasing decisions for contact center infrastructure. At the same time, AI technologies such as natural language understanding and machine learning have unleashed the first wave of vibrant innovation in this technology category in several years. Finally, the rise of digital channels and conversational AI have begun to refashion the nature of contact center work and are creating new demands on WFO, including the ability to incorporate virtual agents into workforce management and quality management processes.
A prominent customer service analyst will lead this panel of WFO experts on the changing nature of workforce optimization—session attendees will take away strategies for staying on top of the transformation. Other takeaways include:
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