Engage EMEA 2020

Join Gemma Crump, 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).

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.

In this session, Louisa Ruman and Hayley Prescott will show how Verint’s Work Manager has resulted in improved customer service within NHS Student Services.

They will discuss how it has provided, amongst many things, fact-based resource sharing and skills management across Student Services and full visibility of work and performance at varying levels.

Louisa and Hayley will also show how it has helped deliver consistency and uniformity across teams, reduced waste and improved process efficiency.

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, Neil 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.

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

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

Join Scott Doherty, Resource Planning Manager, and Margaret Maclean, Speech Analyst, esure as they discuss the cultural and technological transformation change within their organisation.

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

Join this session and find out how Abigail Austin,  Customer Insight Manager, Sainsbury’s Argos has built from the ground-up a comprehensive customer experience program spanning more than 25 channels.

The program informs and shapes customer experience initiatives both company wide and operational area specific by prioritizing and providing granular insight for benefit of customer and company.

Connecting people with goods, services and ideas creates opportunities and improves lives. FedEx believe that a connected world is a better world, and that belief guides everything they do.

Find out how FedEx uses Knowledge Management to provide outstanding Customer Experiences.

Using an agile approach they are implementing Verint’s cloud-based Knowledge Management solution across 33 countries and more than 4,000 end users. With a strong focus on people and change management, the team engaged with key stakeholders and set the right governance in place to ensure the project was a success.

Join this interactive session to gain key insights and lessons learned on the FedEx Knowledge Management rollout from the people that made it happen.

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

Based on input from 12,500 consumers, the ForeSee Digital Experience ranks over 50 leading websites and reveals who’s winning and why.

In this session, David Hudson, Regional Director, Verint, will highlight what delights digital consumers and which sites compete best with the likes of PayPal and Amazon.

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.

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.

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.

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.

Iain Daws, Director, Verint will set the scene for the day with a look at some of the results from a recent international survey of risk and compliance executives.

Join us for a lively discussion focusing  on data capture, automation and surveillance in the modern regulated landscape.

Host – Andy Davies, Head of Financial Compliance, Verint.

Panellists – Robert Powell, Director of Products – TDS; Ash Francis, Global Head of Sales – ComitFS; Guy Gettens, VP Sales. Americas, Custodia Technology; Philipp Beck, CEO – Luware

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.

Gerry Durning, Director of Product Management, will talk about how digital collaboration tools are reshaping voice and eComms compliance, and how to remain compliant while using Microsoft Teams in regulated industries such as financial services.

Gerry Durning, Director of Product Management will be delivering an exclusive live demo of compliance recording of Microsoft Teams interactions

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.

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.

Steve Bell, Director Solutions Consulting will take you through Verint’s vision for next year.

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.

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.

In this session, David Moody, VP & GM EM PROFESSIONAL, will discuss some of the global customer success stories.

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