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Verint Speakers Spotlight How AI and Automation Are Reshaping Customer Engagement in Upcoming March Events

Verint,The Customer Engagement Company, announced its March events that showcase how AI and automation are leading the evolution of the contact center.

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 Verint Experience Index: Retail Report, to discover how the biggest 25 U.S. retailers rank on CSAT and Net Promoter Scores (NPS). Presenters also will discuss trends and explore the data behind retail customer experiences.

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O’Reilly Strata Data & AI Conference
March 16; San Jose, Calif.

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. Beaver and Sargent will cover motivations and techniques for deep conversational analysis of chatbots, as well as several other real-world examples. Attendees will learn what the solutions have uncovered and how companies are changing their customer service models and website experiences to increase customer satisfaction and retention.

CBA Live 2020
March 23-25; San Diego, Calif.

Two speakers will present at CBA Live. First, Jim DeLapa, general manager, 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 March 23 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 March 24 at 1:55 p.m. PT. Session attendees will learn:

  • What areas and products are being considered for AI and advanced analytics;
  • Where AI is showing the most promise and where the limits of possibility stretch; and
  • How these technologies function, as well as what to expect from compliance partners looking to use them.

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March 30 – April 1; Nashville, Tenn.

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. The 1920s were a decade 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 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
March 30 – April 2; Orlando, Fla.

Verint’s Kristyn Emenecker, SVP, Product Strategy Group, will participate in a panel that presents “How Cloud and AI Are Reshaping Workforce Optimization” on April 2 at 8:45 a.m. ET. An expert on contact centers, Ian Jacobs, Principal Analyst, Forrester, will moderate the 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:

  • Gaining a deeper understanding of how AI and automation will improve the ability to manage customer service organizations.
  • Learning how increasing automation through conversational self-service will alter WFO tools.
  • Discovering the new economics resulting from the intersection of cloud and WFO.

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