Verint Speakers: Robotics, Knowledge Management—and Using Customer Insights Wisely

Future Branches

November 29 – December 1; La Jolla, California

Verint’s Jenni Palocsik, solutions marketing director, will participate in a panel discussion on December 1 titled “Avoid Bright Shiny Object Syndrome: Using Technology the Way Your Customer Needs It” at 12:55 p.m. ET. Buying the latest tools doesn’t necessarily make them right for your customers. Participants will learn how to better understand the needs of their business, invest in solutions and not gimmicks, and how to discern the things that actually drive engagement.

Knowledge Is Power

December 1; Webinar #4 in Four-Part Series

Verint’s John Chmaj, senior practice director, KM Strategy, and Asurion’s Sarah Sheets, content publication manager, Solution University, will present “How Do I Ensure Success in Knowledge Management?” at 2 p.m. ET. Learn how the development of support-focused content, standards and a ‘cultural refresh’ transformed the value and impact of the support knowledge base at Asurion. John and Sarah will explore how the implementation of specific KM best practices drove significant improvements in the usage, efficiency and overall adoption of KM.

Engage 2016 UK Customer Conference

December 1; London, United Kingdom

Verint subject matter experts and executives will gather in London to discuss customer engagement optimization, customer analytics, workforce optimization, engagement management and more. Customer presentations, demonstrations and the popular Customer Experience Zone will help attendees gain insights and new perspectives on increasing customer loyalty and optimizing their Verint solutions. Event speakers will include news broadcaster Natasha Kaplinsky and noted author and professor Jamie Anderson—named one of the world’s top 25 management thinkers by Business Strategy Review; Ovum’s Daniel Mayo, chief analyst of financial services technology, and Rik Turner, senior analyst of IT infrastructure solutions, who will discuss regulatory issues facing organizations and addressing the related challenges; and Forrester’s Andrew Peach, vice president of custom data insights, who will examine how Forrester’s CX Index™ benchmark data and revenue modeling helps strengthen customer experience programs.

Robotic Process Automation in Shared Services

December 1-2; Braselton, Georgia

Verint’s Craig Seebach, vice president, business strategy enterprise workforce optimization, will moderate a panel for shared services centers on December 1 at 2:15 p.m. ET called “How to Determine When It’s the Right Time to Apply RPA into Your SSC’s Process Management Framework.” Panel participants include Marc Pauls, senior vice president, strategy manager, wholesale banking & corporate risk & credit divisions, enterprise global strategy, Wells Fargo; Stephen Miller, senior director robotics & automation practice, HP Enterprise; and Henry Lyles, director, global shared services, strategy & execution – CI & business technology, McDonald’s. Discussion will focus on using RPA to help streamline back-office processes to increase productivity and reduce costs. Specific topics include the ideal timeline for implementing RPA initially and how to introduce it to new functions and departments, as well as defining a step-by-step action plan for the various stages of RPA implementation, management and growth.

Actionable Insights from Data

December 8; CRMXchange Webinar

Verint’s Daniel Ziv, vice president customer analytics, will participate in this 2 p.m. ET webinar that examines how leading organizations are mining human-to-human interactions to improve their digital channel strategy—and the strategic role of analytics and customer insights within a holistic customer engagement platform. Putting data to good use can make a big difference, but many companies are swimming in a sea of it and are not properly positioned to access it for improved customer interactions. Organizations need to sift through unstructured data to locate critical business intelligence that can help them deliver the right information, at the right time, across every channel. Multi-channel data—when properly unified—can be analyzed to help determine the relationships between the behaviors and attributes of customers and agents to benefit first-call resolutions, sales, and customer satisfaction and retention.

The What, Whys and Hows of Robotic Process Automation

December 13; Webinar

Verint’s Jenni Palocsik and guest speaker Craig Le Clair, vice president and principal analyst, Forrester Research, will discuss at 1 p.m. ET what Robotic Process Automation is, industry drivers, the current state of adoption and usage, and best practices for getting started—and deploying RPA for the greatest benefit.

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