Dan Heath
Introducing Our Guest KeynoteCelebrated NY Times Bestselling Author
Tracks and Agenda
Track Descriptions
Conference breakout sessions are organized into tracks to help you target the sessions that best meet your needs.
Customer Experience
Looking to deliver better customer experiences and improve business performance? Learn how you can leverage the voice of the customer across channels to gain insight for smarter decision making.
Workforce Engagement: Contact Center
How can you keep your workers engaged and performing at their peak? Discover solutions and automation for enhancing individual / team productivity and performance, whether in the office or on the road.
Workforce Engagement: Back Office and Branch
Need to enhance efficiency, profitability, and compliance in your branch and back office operations? Find out how you can engage your workforce and gain visibility into—and control over—processes and productivity.
Compliance
Are compliance regulations making your head spin? Discover solutions that can help you meet the challenges of evolving regulations while helping you reduce liability and mitigate risk.
Self-Service
Are you ready to reap the benefits of self-service? Take a closer look at the technology that can help empower your customers and employees with information that’s available anytime, anywhere.
Public Sector
Are you struggling to deliver services in today’s “digital first” world? Discover how you can engage constituents and customers using the channels they prefer while delivering services efficiently and effectively.
Fraud & Security Solutions
Are you implementing innovative, unified and predictive security solutions to protect against threats? Discover how you can leverage Verint to address some of the top challenges today in the financial industry.
Agenda
Engage 2019 will offer a broad range of interactive breakout sessions. Many presenters are actual users of our solutions and happy to share their experiences to help you solve problems, learn tips and techniques, and gain new perspectives on how to leverage your solutions more effectively. Agenda at a Glance (pdf)
***Session date and times are subject to change.
Search the Agenda
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“Representative! Representative!” Unleashing the Power of a Transcribed IVR
Wednesday 3:15 - 4:15pmCustomer Experience
Intelligent IVR
Are your customers frustrated with your IVR? Do you even know? Join this session to learn how to utilize Verint Speech Analytics to help optimize IVR performance, improve containment, and elevate the customer experience. First, get insight into what it takes to integrate your IVR recordings into speech analytics. Then, hear real-world examples for improving caller containment within the IVR, identifying response recognition inconsistencies, discovering opportunities for root cause analysis of customer frustration with IVR prompts, and more.
Presented By:
Bryan Tipton, Workforce Optimization Engineer
Miguel Sosa, Workforce Optimization Engineer
Jeff Robinson, Verint Administrator
Luke Carrens, Verint Administrator
Express Scripts
March 29, 2019
10 Ways to Save Money in Your Contact Center
Tuesday 3:00 – 4:00pmContact Center, Small & Medium Business
Intelligent IVR, Speech Analytics
If one of your objectives is to reduce cost in your contact center, we’ve got you covered. In this session, we’ll go through a top 10 list of the key ways Verint can help you save money today. You’ll see product demos, learn tips and tricks, and have plenty of ideas to take back with you as you plan critical improvements to your contact center.
Presented by:
Kelly Koelliker
Verint Expert
3 Ways to Automate Recording Compliance
Wednesday 4:30 - 5:30pmCompliance, Contact Center
Complying with many regulations relies on your communications and recording infrastructure operating reliably and in accordance with your policies. Give this, what if something stopped working behind the scenes? What if organizational changes result in you failing to capture the interactions you need? In this session, we will examine these issues in more detail and look at how Verint’s automation technology can help you avoid these pitfalls, reduce cost, and improve compliance.
Presented By:
Andy Lamb
Verint
April 16, 2019
A Blueprint for Digitization
Tuesday 10:30 - 11:30amContact Center
As established organizations seek to keep pace with digital-first newcomers, digital transformation is a hot topic. But is it a reality? For this large insurance company, it is. Hear how the company simplified, modernized, and automated all aspects of customer and workforce engagement, including workforce optimization and omnichannel customer service. Hear the steps it took throughout its journey and see the compelling results achieved throughout the business. This session will show you that real transformation is achievable!
Presented by:
Brent Burgess
Director, Digital Technology
IAG
January 1, 2019
A Tradition of Great CX: Tractor Supply Company Drives Success in the Digital Age
Wednesday 1:45 – 2:45pmCustomer Experience
Digital Feedback (OpinionLab), ForeSee
This almost century old retailer is growing in the digital age by putting the focus on the customer. Hear how CX insights help drive strategic decisions to meet the needs of a unique niche audience and bring a tradition of legendary customer service into the digital age. The Director of Omni Channel Merchandising and Customer Initiatives shares how the CX team uses tools such as ForeSee text analytics and Smart Thank You pages to operationalize CX and deliver improved experiences.
Presented by:
Laura Pnewski
Director, Omni Channel Merchandising and Customer Initiatives
Tractor Supply Company
January 3, 2019
Achieving Engagement Management Self-Sufficiency and Success
Wednesday 12:30 - 1:30pmContact Center, Public Sector
A leading student aid organization takes you on its journey to engagement management self-sufficiency and success. From humble beginnings, but big aspirations, to partnering with Verint to deploy engagement management tools, including agent desktop, hear how the organization took an iterative approach, engaged in abundant internal collaboration, and effectively updated its processes and communications to take ownership of its investment and ensure ongoing success.
Presented by:
PHEAA
January 4, 2019
Actionable Insights from Voice of Customer Analytics
Wednesday 3:15 - 4:15pmContact Center, Customer Experience
Cigna is passionate about delivering category-of-one customer experiences. In this session, the Head of Voice of Customer Analytics shares how Cigna uses statistics, text analytics, sentiment, speech analytics, omnichannel journey analytics, and more to optimize transactional experiences such as website functionality and call center scripting. She will also share stories from the trenches about NPS, automation, reducing time to insight, and evangelizing CX metrics.
Presented by:
Cigna
March 29, 2019
Active Shooter: Maintaining Business Continuity and Implementing Disaster Recovery
Wednesday 4:30 - 5:30pmFraud & Security Solutions
It has become increasingly paramount for businesses of all kinds to diligently prepare for an active shooter situation, and financial institutions are no exception. From putting a plan in place, to ensuring a timely response and appropriately addressing the aftermath in the event of an incident, banks and credit unions must always be ready. Find out in this session how your financial organization can mitigate the risk of an active shooter, and both react and recover should the situation arise.
Presented By:
Hector Torres, Chief Security Officer
Banco Popular
April 16, 2019
Adding Scorecards to the Mix Pumps Up Back-Office Productivity
Wednesday 3:15 - 4:15pmBack Office and Branch
Hear how a top investment management firm added scorecards to its mix of WFM and DPA to pump up productivity. Scorecards enabled the organization to simplify its performance management solutions from five to one, create role-specific scorecards with “metrics that matter,” and give employees daily visibility into how they are performing. The speakers, who moonlight at DJs, will spin stories of success, like how scorecards helped them hit their efficiency goals for three key products for the first time in years.
January 3, 2019
Advanced Analytics and Robust Branch WFM Help Improve Service and Sales Productivity
Wednesday 3:15 - 4:15pmBack Office and Branch
In this session, a leader in branch banking shares how it uses advanced analytics and workforce management to improve service and sales productivity while delivering an outstanding in-person customer experience. Learn about the integrated sales/service position planning solution that led to improved visibility on universal banker productivity and insights into optimal banker distribution.
April 16, 2019
Advanced Investigation Tools: Leveraging Verint Evidence Center
Wednesday 4:30 - 5:30pmFraud & Security Solutions
Financial investigators need to be able to centrally search through transactions to mitigate fraud more efficiently, identify suspicious activity and quickly link the associated video, and enhance the customer experience. Verint’s Evidence Center is the answer — a powerful solution that allows banking and credit union customers to strengthen intelligence gathering, streamline investigations, and combat and resolve bank fraud. This session will show how Evidence Center works and how it has evolved over the years, break down the myths and realities of the technology, and demonstrate how its central transaction import function simplifies security and operations.
Presented by:
Matt Marshall
Senior Solutions Design Engineer
Verint
March 29, 2019
AI and Business Process Transparency: Must-Have Lessons On Implementing IVAs
Tuesday 1:30 - 2:30pmSelf-Service
Virtual Assistants
In the AI-boom era, there is a mad dash to deploy solutions that ensure your business remains competitive. In the rush, it’s natural to focus on the technology itself, rather than its implementation. As a visionary and real-world implementer of “Ask Lisa,” an award-winning IVA, Ibrahim Khoury from Alight Solutions will share what it really takes for your business to implement an IVA for success beyond the pilot or proof-of-concept.
Presented By:
Ibrahim Khoury, Director of Product Development and Innovation
Alight Solutions
April 16, 2019
Analyst Insight: Keeping Pace with the Changing Nature of Work
Wednesday 12:30 - 1:30pmContact Center
The past few years have seen a radical shift in the customer service industry. New demographics of both customers and employees mean service is now digital-first. Meanwhile, since simple customer service inquiries are now easily handled in self-service, questions that do reach the contact center are more complex than ever before. Add to this the advancements to automation and artificial intelligence and the emergence of the gig economy, and the job of a contact center agent has changed tremendously. In this session, Kate Leggett, VP and Principal Analyst from Forrester Research, will discuss how organizations can stay ahead of the pack in the face of these changes and what tools they need to succeed.
Presented by:
Kate Leggett
Vice President and Principal Analyst
Forrester Research
January 1, 2019
Automating User Administration and Organization Management
Wednesday 12:30 - 1:30pmContact Center
In this session, a leading telecom shares how it further automates its operations through the use of Verint’s agent sync interface and data from PeopleSoft. Learn how this enables the company to automatically manage updates and maintain hierarchy in Verint in real time, making the business more efficient and accurate. Automating shift bids and reducing manual processing time, it’s done wonders for the company. See how it can do wonders for you too!
Presented by:
Sergio Olivas
Manager – Contact Center Technology Solutions
Ruth Bevering
Sr. Manager – Verizon Global Technology Solutions
Verizon
Deborah Davis
Sr. Manager – Verizon Global Technology Solutions
Verizon
March 30, 2018
Big Data Small Data – Before You Can Predict the Future, You Need to Understand the Past
Wednesday 3:15 - 4:15pmCustomer Experience
Digital Feedback (OpinionLab), Enterprise Feedback Management, ForeSee
Big Data is all the rage in business today, with its promise of predictive analytics to identify buyers. While Big Data can help you sell more, it is woefully inadequate at helping you optimize the customer experience. Enter Small Data. Using Verint at the heart of a comprehensive unstructured voice of the customer analytics practice, you can reconstruct customer journeys to identify root causes of recurring calls and complaints, eradicate them, and build customer loyalty. A powerful one-two punch!
Presented by:
Cary Cusumano
Customer Experience Designer
Verizon
January 1, 2019
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Agenda At a Glance
Engage 2019 will offer a broad range of interactive breakout sessions. Many presenters are actual users of our solutions and happy to share their experiences to help you solve problems, learn tips and techniques, and gain new perspectives on how to leverage your solutions more effectively.
| 7:30am - 7:00pm | Registration Desk |
| 9:00am - 12:00pm | Pre-Conference Workshops: Session 1 |
| 12:00pm - 1:00pm | Lunch |
| 1:00pm - 4:00pm | Pre-Conference Workshops: Session 2 |
| 6:00pm - 6:45pm | General Session |
| 6:45pm - 9:00pm | Welcome Reception in the Solutions Lounge |
| 7:00am - 6:00pm | Registration Desk |
| 7:30am - 8:30am | Breakfast |
| 8:30am - 10:00am | General Session |
| 10:00am - 10:30am | Break |
| 10:30am - 11:30am | Breakout Sessions |
| 11:30am - 1:30pm | Lunch in the Solutions Lounge |
| 1:30pm - 2:30pm | Breakout Sessions |
| 2:30pm - 3:00pm | Break |
| 3:00pm - 4:00pm | Breakout Sessions |
| 4:15pm - 5:15pm | Breakout Sessions & Networking Groups |
| 5:30pm - 6:30pm | Networking Reception |
| 7:00am - 6:00pm | Registration Desk |
| 7:30am - 8:30am | Breakfast |
| 8:30am - 10:00am | General Session |
| 10:00am - 10:30am | Break |
| 10:30am - 11:30am | Breakout Sessions |
| 11:30am - 12:30pm | Lunch in the Solutions Lounge |
| 12:30pm - 1:30pm | Breakout Sessions |
| 1:45pm - 2:45pm | Breakout Sessions |
| 2:45pm - 3:15pm | Break |
| 3:15pm - 4:15pm | Breakout Sessions |
| 4:30pm - 5:30pm | Breakout Sessions & Networking Groups |
| 6:30pm - 10:00pm | Customer Appreciation Event |
| 7:00am - 10:00am | Information Desk Open |
| 7:30am - 8:30am | Breakfast & Closing Remarks |
| 8:30am - 10:00am | Coffee Talk Sessions |
| 10:00am | Engage19 Concludes |
There’s more to Engage than just keynote and breakout sessions! As an attendee, you can participate in a variety of interactive activities designed to help you gain a deeper understanding of your solutions, network with other users and industry experts, and offer feedback on Verint solutions and services.
We invite you to visit any or all of these interactive opportunities to get even more out of your time at Engage 2019:
Ask The Experts Zone
Meet one-on-one with a consultant from Verint Professional Services or a member from our Product Management or Support teams. Benefit from focused time with our experts to get your questions answered and understand how your organization can better leverage our solutions and obtain optimal results.
Customer Experience Zone
Our goal is to create customers for life—and to keep on improving, we need your help! Stop by this exhibit and tell us how we’re doing, where we can improve, and get a glimpse at how we incorporate your feedback into improvements across the entire customer journey. While you’re there, take a tour and join the online Verint global customer community – powered by Telligent Community!
Product Innovation Zone
Come discover new product ideas, mobile prototypes, and more, and help us evolve our solutions to better meet your needs, be easier to use… and fun! Stop by this interactive exhibit and share your ideas, needs, and experience; vote on new concepts and products; and experiment with features that are in the making.
Solutions Lounge
Verint and the conference sponsors will demonstrate solutions and services in exhibits open at various hours throughout the conference. Feeling hungry during breaks? Stop by for snacks and check out the exhibits!
Coffee Talks
Don’t miss Coffee Talk, one of the most highly-rated, engaging sessions year after year! Unwind from the customer appreciation festivities from the night before over a cup of coffee or tea with your peers and Verint experts. Take what you’ve learned throughout the conference and ask questions, share best practices, and bolster your action plan for your return to the office.
As a partner of our customer engagement solutions attending the conference, there are some exciting opportunities to interact with other Verint partners and thought leaders. We would love to see you at the following events:
Partner Forum | Monday, May 20
10 a.m. – 2 p.m.
The Partner Forum offers an opportunity to network, identify opportunities to expand your market, and hear insights from Verint leaders about our strategic plans and product direction. The forum will kick off at 10:00 a.m., and sessions will run through the afternoon closing with a fun networking event. Let’s continue to build business together!
Partner Networking Event | Monday May 20
2 – 5 p.m.
Join us for a networking event honoring you, our valued partner! Make new connections and strengthen existing ones. In addition, we will be unveiling the 2019 partner award winners – this is an event you won’t want to miss!
