Engage with us

#EngageEMEA

Engage EMEA 2019

We’re delighted to be back at the Landmark, London, for our annual customer conference.

Our customer conference is dedicated to helping you get the most out of your Verint solutions. During the day you will find out how to simplify, modernise and automate your customer and employee engagement. You’ll have the opportunity to learn, network and get inspiration from industry leaders, customer case studies and Verint experts.

We look forward to welcoming all our existing customers and those customers who have recently joined the Verint family this year.

In the evening, we will host our Annual Customer Awards Gala Dinner where we will celebrate your successes over the past year.

Learn

Network

Be Inspired

Speakers

  • Nancy Rademaker

    Nancy Rademaker

    Keynote

  • Ben Page

    Ben Page

    Ipsos MORI

  • Nick Nonini

    Nick Nonini

    Verint

  • Steve Bell

    Steve Bell

    Verint

  • Tanja Hoymann

    Tanja Hoymann

    Booking.com

  • Anthony Carr

    Anthony Carr

    Tesco

  • Gemma Crupps

    Gemma Crupps

    Aviva

  • Scott Doherty

    Scott Doherty

    esure

  • Natalie Lee

    Natalie Lee

    Aviva

  • Nikki Moss

    Nikki Moss

    Capita Dubai

  • Stephen Green

    Stephen Green

    Equiniti

  • Darren Charles

    Darren Charles

    Equiniti

  • Frederic Dalloz Bourguignon

    Frederic Dalloz Bourguignon

    Fedex

  • Nikos Stathoulas

    Nikos Stathoulas

    Fedex

  • Marije Gould

    Marije Gould

    Verint

  • Chris Rainsforth

    Chris Rainsforth

    Verint

  • Heather Richards

    Heather Richards

    Verint Transversal

  • David Moody

    David Moody

    Verint

  • Matt Smith

    Matt Smith

    SteelEye

  • Marcus Brigstocke

    Marcus Brigstocke

    Awards Host

Interested in speaking, please contact events.emea@verint.com.

Agenda


Nick Nonini , Managing Director EMEA, Verint


Welcome and Introduction – Nick Nonini, Managing Director, Verint EMEA

Nick Nonini, our Managing Director EMEA, will welcome you all to the conference with a summary of the past year and introduction of  the day ahead.

45mins

Grand Ballroom


Nancy Rademaker ,


Keynote – Nancy Rademaker

Nancy Rademaker, one of the very few female international keynote speakers, will discuss the impact of digitization on customer behaviour and how that affects the way companies interact with their customers.

She will share first-hand experiences from the places where technology is shaping our future. Nancy has over 20 years of experience in how technology was and is transforming society, working for different IT companies, including five years at Microsoft in the Netherlands and Europe.

45mins

Grand Ballroom




Steve Bell , Vice President Solutions Consulting EMEA, Verint


Tanja Hoymann , Global Manager Quality CS


Natalie Lee , Lead Speech and Analytics Consultant


Customer Panel Discussion – including Booking.com and Aviva

Steve Bell, Verint will host our customer panel discussion on the keynote stage.

We’re delighted to welcome our customers from across EMEA and to hear their thoughts on customer and employee engagement.

Steve will be joined by Tanja Hoymann, Global Manager Quality CS, Booking.com who recently joined us at Engage on the Road Benelux and Natalie Lee, Speech and Analytics Consultant, Aviva.

30mins

Grand Ballroom

Verint Solutions & Services Tour

Discover the latest around our Verint solutions and services during a guided tour. These tours start at 11:05, 13:30 and 15:35 and last 15-20 minutes.

Register your interest on our registration form or send an email to Menno.Schuurman@verint.com to book a slot.

All tour attendees will be eligible for a prize at the end of the day!

20mins

Ballroom


Gemma Crupps , Speech and Customer Flow Analytics


Customer Success Story – Desktop & Process Analytics – Aviva

Join Gemma Crumps, Speech and Customer Flow Analytics, Aviva in this Customer Success Story, as she discusses how Aviva is benefitting from implementing Verint’s Desktop & Process Analytics (DPA).

40mins

Drawing Room


Tanja Hoymann , Global Manager Quality CS


Customer Success Story – Booking.com

Why Quality Matters: Empowering Your Business to Add the Human Touch

Take a trip with booking.com, one of the largest travel e-commerce companies in the world, as it shares its adventure with Verint.

Learn how it implemented Verint Call Recording and Quality Management across 30+ locations and 12,000 users worldwide in under six months. Then hear how operationalizing these tools is enabling it to improve the human touch and drive greater insights into the business to support everything that is at the heart of the company – the customer.

40mins

Empire Room

Ask the Experts – Voice of the Customer Analytics

Come and meet with our Verint Voice of the Customer experts and other users in this interactive session that will combine Q&A and Round Table discussion on some of the hot topics around analysing customer feedback across all channels to help prioritise actions and maximise your customers experiences.

This is a great opportunity to network with Verint experts and like minded peers in a session dedicated to Voice of the Customer and Analytics.

40mins

Grand Ballroom


Chris Rainsforth , Head of Operational Management Best Practice


Ask the Experts – Back Office

Come and meet with our Verint Back Office experts and other users in this interactive session that will combine Q&A and Round Table discussion on some of the hot topics that effect Back Office Operations today.

This is a great opportunity to network with like minded peers in a session dedicated to all things Back Office.

40mins

Grand Ballroom


Anthony Carr ,


Customer Success Story – Tesco

Anthony Carr and Neil Watson from Tesco’s Resource Planning team will be joining us to talk about the huge changes their Customer Engagement Centre has just gone through – driven by developments in the business, restructuring of teams, a review of outsourced tasks and significant investments to building improvements.

In this session, they will explain how Verint allowed them to accurately plan resource, capacity and physical space during and after the change, resulting in a better overall experience for their customers.

40mins

Empire Room




Darren Charles , Head of Customer Experience Centre


Stephen Green , Head of Digital Strategy


Heather Richards , VP KM Strategy and GTM


Customer Success Story – Knowledge Management – Equiniti

How Knowledge Management plays the leading role in a Digital Strategy.

In this session, Stephen Green, Head of Digital Strategy, Group Chief Customer Office and Darren Charles, Head of Customer Experience Centre, Equiniti, will describe the crucial role that knowledge management plays across its business and how fundamental it is to its wider customer and digital transformation initiatives.

They will be joined by Heather Richards, VP KM Strategy and GTM, Verint and together they will show how knowledge management is crucial to your digital strategy to:

  • Increase customer advocacy and improve NPS
  • Provide Consistent, platform agnostic experiences
  • Build a foundation for knowledge automation

40mins

Champagne Room

Verint Solutions & Services Tour

Discover the latest around our Verint solutions and services during a guided tour. These tours start at 11:05, 13:30 and 15:35 and last 15-20 minutes.

Register your interest on our registration form or send an email to Menno.Schuurman@verint.com to book a slot.

All tour attendees will be eligible for a prize at the end of the day!

20mins

Ballroom


Scott Doherty ,


Customer Success Story – esure

In esure’s complex multi-channel and multi-skilled environment, employee engagement is key.

Join Simon Butler,  Head of Planning and Business Intelligence and Scott Doherty, Resource Planning Manager, esure as they discuss the cultural and technological transformation change within their organisation.

In this session, Simon and Scott will show how Verint’s Workforce Management drives employee engagement, through self-service and lifestyle scheduling and increased development time for agents.

40mins

Empire Room

Ask the Expert – Intelligent Self-Service

Join the team for a round table and Q&A session around Engagement Management, Knowledge Management and Intelligent Self-Service.

This is a great opportunity to network with like minded peers and Verint experts in this interactive discussion.

40mins

Grand Ballroom

Ask the Experts – WFM

Come and meet with our Verint WFM experts and other users in this interactive session that will combine a Q&A and Round Table discussion on some of the hot topics that effect customer and employee engagement today.

This is a great opportunity to network with like minded peers in a session dedicated to Workforce Management.

40mins

Grand Ballroom



Frederic Dalloz Bourguignon , Customer Experience Advisor


Nikos Stathoulas , Customer Experience Transformation Leader


Customer Success Story – Knowledge Management – Fedex

40mins

Champagne Room


Natalie Lee , Lead Speech and Analytics Consultant


Customer Success Story – Speech Analytics – Aviva

Join Natalie Lee, Lead Speech Analytics Consultant, Aviva in this Customer Success Story, where she will discuss how Aviva is benefitting from implementing Speech Analytics.

In this session, Natalie will take you through Aviva’s fascinating journey with Speech Analytics and will highlight the challenges and successes along the way. She will explain how Speech Analytics has provided insights for the complaints team and insight & data to support the early embedment of AvivaPlus. This has helped to identify agent outliers, pinpoint where coaching & support were needed and understand best method. She will also talk about the internal adoption and how the company has embraced the technology.

Natalie has successfully led this programme from inception and delivered it to 4 business units. She is passionate about the benefits of Speech Analytics as it has given them accelerating identification & quantification of customer demand and true customer insight

40mins

Empire Room

Customer Success Story – Back Office – Capita Dubai

Nikki Moss, General Manager of Capita Dubai, will give an overview of how Capita Dubai Limited will be using Verint technology as a key enabler to transforming and modernizing our service delivery.

40mins

Empire Room

Verint Solutions & Services Tour

Discover the latest around our Verint solutions and services during a guided tour. These tours start at 11:05, 13:30 and 15:35 and last 15-20 minutes.

Register your interest on our registration form or send an email to Menno.Schuurman@verint.com to book a slot.

All tour attendees will be eligible for a prize at the end of the day!

20mins

Ballroom



Steve Bell , Vice President Solutions Consulting EMEA, Verint


Marije Gould , Vice President Marketing EMEA, Verint


Verint Vision

Steve Bell, Director Solutions Consulting, and Marije Gould, VP Marketing EMEA will take you through Verint’s vision for next year.

45mins

Grand Ballroom


Ben Page , CEO


Keynote – Ben Page, CEO, Ipsos MORI

We’re delighted to announce that Ben Page, Chief Executive of Ipsos MORI, one of the UK’s biggest market research organisations, will be our closing Keynote speaker at Engage EMEA this year.

In this afternoon keynote session, Ben will share his views and research findings on “key trends in an age of anger.” Based on Ipsos MORI’s research, Ben will present fascinating insights into consumer trends and attitudes toward politics and government, and also toward companies — both as customers and as employees.

At Ipsos MORI, originally working with private sector clients on corporate reputation and consumer research, Ben worked closely with companies including Shell, BAE Systems, Sky TV and IBM. He then switched to the public sector working for both Conservative and Labour ministers and senior policy makers across government, leading on work for Downing Street, the Cabinet Office, the Home Office and the Department of Health, as well as a wide range of local authorities and NHS Trusts.

He has directed hundreds of surveys examining service delivery, customer care, reputation and communications and has an insight into national and local government as it affects individuals, companies and national policy.

45mins

Grand Ballroom


Nick Nonini , Managing Director EMEA, Verint


Verint Close and Drinks Reception

Nick Nonini, Managing Director, will close conference and welcome you to drinks in the Ballroom.

Verint EMEA Annual Awards Dinner

Our Annual Awards Gala Dinner will start with drinks in the stunning Winter Garden followed by dinner in the Grand Ballroom.

This year’s awards ceremony will be hosted by Marcus Brigstocke. It promises to be an entertaining evening starting with a drinks reception in the Winter Garden followed by Gala Dinner, Awards Ceremony and live music.

Tickets can be purchased on our Registration form.

300mins

Grand Ballroom


Nick Nonini , Managing Director EMEA, Verint


Welcome and Introduction – Nick Nonini, Managing Director, Verint EMEA

Nick Nonini, our Managing Director EMEA, will welcome you all to the conference with a summary of the past year and introduction of  the day ahead.

45mins

Grand Ballroom


Nancy Rademaker ,


Keynote – Nancy Rademaker

Nancy Rademaker, one of the very few female international keynote speakers, will discuss the impact of digitization on customer behaviour and how that affects the way companies interact with their customers.

She will share first-hand experiences from the places where technology is shaping our future. Nancy has over 20 years of experience in how technology was and is transforming society, working for different IT companies, including five years at Microsoft in the Netherlands and Europe.

45mins

Grand Ballroom



Steve Bell , Vice President Solutions Consulting EMEA, Verint


Marije Gould , Vice President Marketing EMEA, Verint


Verint Vision

Steve Bell, Director Solutions Consulting, and Marije Gould, VP Marketing EMEA will take you through Verint’s vision for next year.

45mins

Grand Ballroom


Ben Page , CEO


Keynote – Ben Page, CEO, Ipsos MORI

We’re delighted to announce that Ben Page, Chief Executive of Ipsos MORI, one of the UK’s biggest market research organisations, will be our closing Keynote speaker at Engage EMEA this year.

In this afternoon keynote session, Ben will share his views and research findings on “key trends in an age of anger.” Based on Ipsos MORI’s research, Ben will present fascinating insights into consumer trends and attitudes toward politics and government, and also toward companies — both as customers and as employees.

At Ipsos MORI, originally working with private sector clients on corporate reputation and consumer research, Ben worked closely with companies including Shell, BAE Systems, Sky TV and IBM. He then switched to the public sector working for both Conservative and Labour ministers and senior policy makers across government, leading on work for Downing Street, the Cabinet Office, the Home Office and the Department of Health, as well as a wide range of local authorities and NHS Trusts.

He has directed hundreds of surveys examining service delivery, customer care, reputation and communications and has an insight into national and local government as it affects individuals, companies and national policy.

45mins

Grand Ballroom


Gemma Crupps , Speech and Customer Flow Analytics


Customer Success Story – Desktop & Process Analytics – Aviva

Join Gemma Crumps, Speech and Customer Flow Analytics, Aviva in this Customer Success Story, as she discusses how Aviva is benefitting from implementing Verint’s Desktop & Process Analytics (DPA).

40mins

Drawing Room


Tanja Hoymann , Global Manager Quality CS


Customer Success Story – Booking.com

Why Quality Matters: Empowering Your Business to Add the Human Touch

Take a trip with booking.com, one of the largest travel e-commerce companies in the world, as it shares its adventure with Verint.

Learn how it implemented Verint Call Recording and Quality Management across 30+ locations and 12,000 users worldwide in under six months. Then hear how operationalizing these tools is enabling it to improve the human touch and drive greater insights into the business to support everything that is at the heart of the company – the customer.

40mins

Empire Room


Anthony Carr ,


Customer Success Story – Tesco

Anthony Carr and Neil Watson from Tesco’s Resource Planning team will be joining us to talk about the huge changes their Customer Engagement Centre has just gone through – driven by developments in the business, restructuring of teams, a review of outsourced tasks and significant investments to building improvements.

In this session, they will explain how Verint allowed them to accurately plan resource, capacity and physical space during and after the change, resulting in a better overall experience for their customers.

40mins

Empire Room




Darren Charles , Head of Customer Experience Centre


Stephen Green , Head of Digital Strategy


Heather Richards , VP KM Strategy and GTM


Customer Success Story – Knowledge Management – Equiniti

How Knowledge Management plays the leading role in a Digital Strategy.

In this session, Stephen Green, Head of Digital Strategy, Group Chief Customer Office and Darren Charles, Head of Customer Experience Centre, Equiniti, will describe the crucial role that knowledge management plays across its business and how fundamental it is to its wider customer and digital transformation initiatives.

They will be joined by Heather Richards, VP KM Strategy and GTM, Verint and together they will show how knowledge management is crucial to your digital strategy to:

  • Increase customer advocacy and improve NPS
  • Provide Consistent, platform agnostic experiences
  • Build a foundation for knowledge automation

40mins

Champagne Room


Scott Doherty ,


Customer Success Story – esure

In esure’s complex multi-channel and multi-skilled environment, employee engagement is key.

Join Simon Butler,  Head of Planning and Business Intelligence and Scott Doherty, Resource Planning Manager, esure as they discuss the cultural and technological transformation change within their organisation.

In this session, Simon and Scott will show how Verint’s Workforce Management drives employee engagement, through self-service and lifestyle scheduling and increased development time for agents.

40mins

Empire Room



Frederic Dalloz Bourguignon , Customer Experience Advisor


Nikos Stathoulas , Customer Experience Transformation Leader


Customer Success Story – Knowledge Management – Fedex

40mins

Champagne Room


Natalie Lee , Lead Speech and Analytics Consultant


Customer Success Story – Speech Analytics – Aviva

Join Natalie Lee, Lead Speech Analytics Consultant, Aviva in this Customer Success Story, where she will discuss how Aviva is benefitting from implementing Speech Analytics.

In this session, Natalie will take you through Aviva’s fascinating journey with Speech Analytics and will highlight the challenges and successes along the way. She will explain how Speech Analytics has provided insights for the complaints team and insight & data to support the early embedment of AvivaPlus. This has helped to identify agent outliers, pinpoint where coaching & support were needed and understand best method. She will also talk about the internal adoption and how the company has embraced the technology.

Natalie has successfully led this programme from inception and delivered it to 4 business units. She is passionate about the benefits of Speech Analytics as it has given them accelerating identification & quantification of customer demand and true customer insight

40mins

Empire Room

Customer Success Story – Back Office – Capita Dubai

Nikki Moss, General Manager of Capita Dubai, will give an overview of how Capita Dubai Limited will be using Verint technology as a key enabler to transforming and modernizing our service delivery.

40mins

Empire Room

Ask the Experts – Voice of the Customer Analytics

Come and meet with our Verint Voice of the Customer experts and other users in this interactive session that will combine Q&A and Round Table discussion on some of the hot topics around analysing customer feedback across all channels to help prioritise actions and maximise your customers experiences.

This is a great opportunity to network with Verint experts and like minded peers in a session dedicated to Voice of the Customer and Analytics.

40mins

Grand Ballroom


Chris Rainsforth , Head of Operational Management Best Practice


Ask the Experts – Back Office

Come and meet with our Verint Back Office experts and other users in this interactive session that will combine Q&A and Round Table discussion on some of the hot topics that effect Back Office Operations today.

This is a great opportunity to network with like minded peers in a session dedicated to all things Back Office.

40mins

Grand Ballroom

Ask the Expert – Intelligent Self-Service

Join the team for a round table and Q&A session around Engagement Management, Knowledge Management and Intelligent Self-Service.

This is a great opportunity to network with like minded peers and Verint experts in this interactive discussion.

40mins

Grand Ballroom

Ask the Experts – WFM

Come and meet with our Verint WFM experts and other users in this interactive session that will combine a Q&A and Round Table discussion on some of the hot topics that effect customer and employee engagement today.

This is a great opportunity to network with like minded peers in a session dedicated to Workforce Management.

40mins

Grand Ballroom

Customer Success Story – City of Edinburgh Council

Come and hear Nicola Harvey, Head of Customer & Digital Services at the City of Edinburgh, talk about the City is delivering its customer digital enablement programme whilst at the same time improving efficiency within the authority.

45mins

Landmark 2 & 3


David Moody , VP & GM EM Professional


Product Vision and Roadmap

Come and hear about capabilities recently-added to EM Professional (aka LAGAN) as well as exciting new developments coming next.

50mins

Landmark 2 & 3


David Moody , VP & GM EM Professional


Community Live

40mins

Landmark 2 & 3


Matt Smith ,


People-Centric Compliance

Using technology to consolidate systems and reduce the number of people in compliance, enabling you to put resource back into your business.

Matt Smith, CEO of Regulatory Compliance and Data Analytics firm SteelEye, will be outlining how firms can comply smarter by using modern technology solutions and fully leveraging their data – discussing ways firms can reduce the amount of resource needed in compliance to put back into your business.

The evolving regulatory compliance burden has always centred around the person and people transacting, however to the point compliance tooling has always been centred around technology.

David Adcock, Product Strategy Director from Verint, will be talking about how, as we move into the next decade, requirements are shifting and new capabilities emerging which will place the human at the centre of compliance, resulting in connected, actionable compliance intelligence fit for the evolving regulated business.

60mins

Delivering Compliant Microsoft Teams

This will be a joint Microsoft and Verint presentation.

60mins

These times are subject to change, please check final agenda on day for any changes to sessions.

Need to convince someone?

This Justification Letter can help you explain how attending Engage EMEA 2019 can benefit your organisation.

Download Justification Letter

Venue

The Landmark is one of London’s original great rail hotels, and sits right next to Marylebone station, for the Bakerloo Line and services to the West Midlands and beyond.

At the centre of the hotel is its unique Winter Garden, a huge glass-roofed atrium with dizzyingly high palm trees. The stained-glass windows date back to its past as the Great Central Hotel, when it first opened in 1899.

The Landmark London

Address

222 Marylebone Rd
Marylebone
London
NW1 6JQ

More Information

Registration

Please register below for our Conference and Customer Awards Gala Dinner.

Our customers are invited to attend the conference free of charge using a unique discount code.

Tickets for the Customer Awards Gala Dinner are available to purchase, price details below. Those short-listed for an award will receive 2 free tickets for the dinner.

If you haven’t received your discount code please contact events.emea@verint.com.

Simply enter your unique discount code where it says Enter promotional code below, enter your code and then complete your registration.

Sponsors

Interested in Sponsorship opportunities, please contact Jacqueline.Munro@verint.com.