1 minute read
By Susanne Pitts
Posted in Customer Engagement
Verint Summer School
August and September; Online Webinars
Verint’s Summer School is back for another year with a great line-up of speakers and webinars across Europe. Experts will cover a variety of topics throughout August, including Workforce Engagement, Intelligent Self-Service, Voice of the Customer (VoC), and Fraud and Compliance—check them out and get up-to-speed on today’s hot topics.
How to Deliver an Effortless Customer Experience
August 9; CRMXchange Webinar Roundtable
Verint’s Carmit DiAndrea, vp, portfolio market strategy, will speak at 1 p.m. ET on “How to Deliver an Effortless Customer Experience.” Not surprisingly, organizations that focus on helping people solve problems quickly and easily are often the most successful at building customer loyalty—proactively identifying the correct points in the customer journey that require the most effort. They also implement self-service solutions that guide customers to quicker resolutions and find agents who can most effectively assist customers—this webcast will discuss successful effort-reduction best practices.
OPEX Summer: Business Transformation Leaders Summit
August 27-29; San Diego, California
Verint’s Brian Simpson, senior management consultant, and Adam Campbell, consulting manager, will present “A Data-driven Customer Experience Transformation Approach: Using Data to Re-think the Customer Journey and Redesign Internal Processes” at 10:30 a.m. PDT on August 27. Attendees will learn how the process of journey mapping and other customer experience fundamentals can be a powerful asset to improve the impact of VoC data collection, project prioritization, and change management for process improvement projects. This session will discuss current CX trends and techniques and allow participants time to create their own journey maps.
Voice of the Customer: Bringing Value to Your Organization's Contact Center
August 30; Verint Webinar featuring Forrester
Guest speaker, Forrester’s Kate Leggett, vp, principal analyst, and Verint’s Tim Whiting, vp, marketing, will present this webinar at 2 p.m. ET. As customer expectations continue to rise, listening to VoC has never been more important—however, many organizations face significant challenges in turning customer data into actionable insights. To that end, VoC programs play an important role in the contact center, empowering teams to create better customer experiences, improve operational efficiencies and agent performance, and ultimately drive revenue growth. This webinar will explore VoC data sources, taking action on VoC data to improve the customer experience, why combining VoC and operational data is key to positive business outcomes, how a successful VoC program can impact culture—and more.
Did you like this story?
Subscribe for more Customer Engagement insights