6 minute read
By Susanne Pitts
Posted in Customer Engagement
The Future of Community
June 3; Community Roundtable Tech Thursdays
Join Verint’s Jen Snell, VP Product Strategy + Marketing, Verint Self-Service, for this roundtable discussion at noon ET. This discussion will be a deep-dive conversation into the future of community technology with leading strategists from Higher Logic, Beezy and Verint. From AI to APIs and everything in between, we'll discuss what to expect from community platforms in the next five years.
Forrester CX North America 2021: How Atlantic Union Bank Builds Cross-Departmental CX
June 7-9, 2021; Forrester CX NA
Join Verint, a Premium sponsor of Forrester CX NA 2021, for our live client case study featuring Jason Huffman, SVP, Director of Customer Experience, at Atlantic Union Bank, and Verint’s Eric Head, VP, Experience Leadership. This will broadcast live on June 7 at 1:30 p.m. ET. Jason is a customer experience leader with a keen understanding of creating cross-departmental CX programs that organizations successfully adopt. Attendees will learn how Atlantic Union Bank is maturing its CX program into a holistic Enterprise Experience department—incorporating changes that benefit employees and executives as much as customers. Join this conversation to learn from the speakers’ combined 40+ years in the CX space. Verint's presence also includes information in three Virtual Villages: Metrics and Measurement; Research, Insights, and Analytics; and Customer Service.
Techniques for Training, Coaching and Employee Engagement
June 7-10; CRMXchange Virtual Conference
Join Verint’s Trudy Cannon, Director, Go-To-Market Strategy, Workforce Engagement, on June 10 at noon ET. With a dispersed workforce and an influx of complex and emotionally charged customer interactions, maintaining employee engagement is more important than ever. The right training and coaching are essential to give your employees the skills they need to provide effective, efficient service. In this session, attendees will learn:
GovTech How to Transform Citizen Engagement in a Post-COVID World
June 9; Government Technology Webinar Sponsored with AWS Marketplace
Join Verint’s David Moody, VP and General Manager, Citizen Engagement, Paula Stallcup, Director, 311 Customer Service, San Antonio, Texas, and Peter Anderson (Moderator), Senior Fellow, Center for Digital Government, at 2 p.m. ET. Everything is different now. Your constituents’ behavior is changing as they prefer self-service and social channels and expect informed, relevant and authentic interactions. There is also more data than ever—often locked in silos that make it hard to synthesize, centralize and prioritize. Generational shifts in the workforce are also accelerating, and many employees expect to work from anywhere—especially now.
With the right approach, forward-thinking government leaders can meet this moment and deliver exceptional constituent experiences across multiple engagement channels. Attendees will hear:
June 15-16; Virtual Conference
Join two Verint experts at this event on the 15th. Trudy Cannon, Director, GTM Strategy, will present “Workforce Management and the Now Normal: Managing the Shift in Employee and Customer Expectations” at 1:30 ET. The shift in customer expectations, digital interactions and employee expectations are all driving change in how we manage workforce planning. With these changes there is a need to refresh our technology, as well as our practices. Join this 30-minute session to see how these trends have become our “now” normal and why there is a need to mature workforce management practices.
At 2:30 p.m. ET, Verint’s Celia Fleischaker, Chief Marketing Officer, will participate in a partner panel called “Strengthening Customer Experiences through a Global Partner Ecosystem.” A strong network of partners is a differentiator for organizations that drives customer outcomes. From industry know-how to technology advantages, partners are elevating customer success at every point of the CX journey. Join this 30-minute session to see how the Talkdesk partner ecosystem is impacting the future of customer experience.
AI-Driven Interaction Insights Powering the Future of Real-Time Work
June 15-17; CX Connect, DestinationCRM Virtual Event
Today’s workforce is expected to handle large volumes of interactions across a wide variety of new topics and compliance requirements and customers expect their answers to be immediate, empathetic and accurate.
During this 12:30 p.m. ET session on the 16th, Verint’s Daniel Ziv, vice president, global product strategy, speech and text analytics, will explore how interaction insights from speech, text and desktop analytics solutions can provide mission-critical insights for contact center and customer experience executives and power a new set of solutions that can guide agents in real time.
How Banks Can Respond to Increasingly Complex Customer Journeys
June 23 and 30 (and July 7), 2 p.m. ET; Webinar series
Join Verint’s Kerim Tumay, Vice President of Marketing, Kiran Analytics (a Verint Company), Eric Head, Vice President, Experience Leadership, and Karly Szczepkowski, Research Analyst, in June for the first two of this three-part webinar series. The COVID-19 pandemic and accompanying global recession has been the biggest threat facing retail banks in decades. According to the annual Verint Experience Index: Banking edition, the largest banks in the U.S. have continued to provide an excellent customer experience despite the challenges. Kerim of Kiran Analytics, a leader in helping banks accelerate transformation through advanced analytics and workforce optimization, joins Eric and Karly to provide additional context, data and recommendations for banks to improve their customer experience (CX) and how to meet post-pandemic expectations. Topics include the expanding customer relationship with technology and security; digital banking; trust and adoption of micropayment apps such as Zelle and Venmo, and more.
Reimagine the Future of Work—a Fireside Chat with Dan Bodner and Rowan Trollope
June 24; Virtual Event
After more than a year of staff working from home and now slowly returning to the office, companies face a fresh new set of challenges. The pandemic accelerated trends for working and shopping from home—and these trends now require new approaches for keeping customers and employees engaged. How are leading brands balancing remote and in-office staff? How are they using technology, automation, and a hybrid workforce of people and virtual agents to meet higher (and always growing) customer and employee expectations?
Join Dan Bodner, CEO of Verint, and Rowan Trollope, CEO of Five9—in a discussion moderated by Five9 CMO Genefa Murphy—at 2 p.m. ET as they share their insights from the past 15 months and discuss how technology is enhancing employee and customer engagement. They’ll also discuss how technology is enabling companies to operate successfully with remote, on-site, and "digital" staff.
Webinar attendees will learn:
Join these industry leaders on June 24 at 2 p.m. ET to explore what today’s customer experience technology landscape looks like—and how it can help you overcome the real-world challenges your organization faces.
Register today! We’ll see you soon.
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