Agenda

Engage19 - Sessions of Interest to Verint ForeSee clients

Monday, May 20

7:30am

Registration Opens

9:00am – 12:00pm

Pre-Conference Workshop: CX Suite: Evolving Survey & Human/AI Analysis Approaches

SPEAKERS:  Karin Adams, Scott Lindsay, Bharat Shrinevas

This session will focus on Verint ForeSee's CX Suite and how CX Initiaves are expanding across complex organizations, how the survey and conversation instruments are evolving, and how AI and Machine Learning can aid in providing actionable insights.

Location: Java Sea 1, Royal Pacific

ForeSee Session

12:00pm – 1:00pm

Lunch

1:00pm – 4:00pm

Pre-Conference Workshop: Intro to the CX Suite

SPEAKERS:  Kyle Anderson, Terry Archsmith

This session will focus on Verint ForeSee's CX Suite and provide an introductory walk through and training of the CX Suite and several key capabilities, including dashboarding insights, text analytics, user behavior replays, and closed-loop customer case management, and help companies improve their customer experiences across an organization.

Location: Java Sea 1, Royal Pacific

ForeSee Session

6:00pm – 6:45pm

General Session

Location: Grand Caribbean Ballroom, Sapphire Falls

6:45pm – 9:00pm

Welcome Reception in the Solutions Lounge

Tuesday, May 21

7:30am – 8:30am

Breakfast

8:30am – 10:00am

General Session

Location: Grand Caribbean Ballroom, Sapphire Falls

10:00am – 10:30am

Break

10:30am - 11:30am

Forrester: Combine VoC and Operational Data to Make CX Everyone’s Job and Generate Improved ROI

SPEAKER: Faith Adams, Forrester Research

While CX and VoC programs offer fantastic potential to spur widespread business improvements, Forrester CX Index data reveals that general CX quality levels have not improved in recent years. But despite this overall trend, some organizations are achieving great results. In this session, featured Forrester Senior Analyst Faith Adams will explain how combining operational trend-based data with VoC insight – integrating digital VoC, speech and text into your analysis – can lead to exceptional ROI, increased leadership buy-in and organization-wide engagement and ownership.

Location: Oceana 8, 9, 10, Royal Pacific

Using Speech Analytics to Improve New Product Offerings and Service Changes

SPEAKER: Josh Baker, PNC Bank

In this session, a leading financial services corporation shares how it uses speech analytics to automatically categorize, retrieve, and analyze calls from customers related to new product offerings and service changes. From this, it is able to observe, react to, and address customer responses to improve products, communications, back-office processes, agent knowledge and performance, and the customer experience in real time.

Location: Oceana 11, Royal Pacific

11:30am – 1:30pm

Lunch

1:30pm – 2:30pm

The Year Ahead: ForeSee CX Suite in 2019

Speakers: Terry Archsmith, Shannon Latta, Scott Lindsay, Jaime Meritt, Nancy Treaster

See what's new to ForeSee CX Suite, where capabilities are going, and how being part of the Verint VOC portfolio will get us there faster. We'll show how you can get to CX analysis that will help you close the loop with customers, drive action across teams, and move the right strategic priorities forward. Plus, get a sneak peek at anomaly detection, behavioral data and heatmaps, and a new wave of feedback tools that use advances in predictive modeling and artificial intelligence to transform how you listen to and act on the voice of the customer.

Location: Oceana 8, 9, 10, Royal Pacific

ForeSee Session

Designing and Implementing an Effective CX Strategy

SPEAKER: Peter Halsor, SVP Customer Experience, Riyad Bank

Over the last five years, Riyad Bank has undergone a major business transformation program to drive customer-centricity across its entire organization. Peter Halsor, SVP of Customer Experience, who has led this evolution, explains lessons learned from building and leading a CX division of 35 professionals in a challenging financial services environment. He will discuss VoC and its role in driving CX transformation, service design, and operational efficiency, as well as concepts such as customer testing, co-collaboration, and more.

Location: Oceana 11, Royal Pacific

2:30pm – 3:00pm

Break

3:00pm – 4:00pm

More than a Number: Using CX Insights to Solve Problems and Drive Action

Speaker: Karen Trimberger, Research, Walgreens

The CX program at this major drugstore chain is robust, with everyone from the CEO to the fulfillment center focused on driving high customer satisfaction. Karen is now taking the program beyond numbers by using CX insights to solve a variety of problems for stakeholders across the organization. Attend this session to learn about the unique ways the retailer is taking CX to the next level – beyond just the score.

Location: Oceana 8, 9, 10, Royal Pacific

ForeSee Case Study

Operationalizing VoC for Improved CX (and Better NPS Scores)

Speaker: Susan Filipek, Business Metrics Manager and Randall Tallerico, CMO, Urban Science

How does one of the world’s most analytics-driven organizations manage its customers? With deep insight from Verint products, a laser-focus on customer-centricity, and a willingness to act on data. Learn how Urban Science, who helps global automotive manufacturers make data-driven decisions, acts on and operationalizes VoC through a multi-national customer relationship management program focused on, among other outputs, coaching and enabling customer-facing staff to implement immediate actions to address client issues. The end result? Increasingly valuable customer relationships, record NPS scores, and more revenue!

Location: Oceana 11, Royal Pacific

How a Closed-Loop VoC Process Moves the Needle on Contact Center Metrics

Speaker: Jessica Harrelson-Bostick, Sr. Consultant and Project Lead and Bill Rose, Business Analyst and Project Lead, Aetna

As one of the nation’s leading diversified health care benefits companies, serving close to 40 million people, the customer experience has far-reaching impact on company success. Learn how the organization has evolved its VoC program to a closed loop customer feedback process, improving the callers’ experience by using their feedback to drive down repeat calls and focus on actionable service recovery issues.

Location: Oceana 12, Royal Pacific

Analyzing VOC Feedback Is Not All Fun and Games

SPEAKER: Andrea Mirkow, CX Professional

What do you do when you make a necessary change to your website and your unique visitors drop 19% or you make another change and receive 20,000+ feedback responses? Looking for how to find those hidden silver bullet fixes on your site? Attend this session to hear how a seasoned marketing and CX professional used Verint tools to drive action, solve issues, and identify cost savings by using the right tools in the right instances.

Location: Timor Sea 1, 2, Royal Pacific

ForeSee Case Study

4:15pm – 5:15pm

VoC Networking Group – Evolution Driven by Market Insight

Join key members of the Verint leadership team for a special announcement. We’ll reveal the results of exclusively secured third-party CX research and explain how these insights map to Verint’s future direction and product strategy.

Location: Oceana 8 ,9, 10, Royal Pacific

5:30pm – 6:30pm

Networking Reception

7:00pm – 10:00pm

VOC Reception

Relax and unwind with your VoC peers at the Red Coconut Club on Universal's CityWalk. Join us for music, drinks, and a casual dinner, and take the opportunity to connect in an informal setting!

Location: Red Coconut Club, Universal’s Citywalk

Wednesday, May 22

7:30am – 8:30am

Breakfast

8:30am – 10:00am

General Session

Location: Grand Caribbean Ballroom, Sapphire Falls

10:00am – 10:30am

Break

10:30am – 11:30am

Putting "You" in the Middle: Transforming TUI into a Truly Customer-Centric  Company

Speaker: Lyndsey Cooper, Digital Services Manager and Georgina O'Hare, Digital Customer Experience Manager, TUI Travel

TUI puts ”you” in the middle, so when its executives began asking internal teams, “What are you doing to focus on the customer?” they had to take an honest look at their approach. The CX team stepped in and shifted the way they socialized ForeSee data, moving from data dumps to relevant, actionable formats for each department. From arming product scrum teams with insights to inform sprint cycles and drive innovation, to providing the executive team with the intel needed for strategic planning, hear how the team re-focused the organization on the customer.

Location: Oceana 8, 9, 10, Royal Pacific

ForeSee Case Study

How to Leverage Digital VoC Insight to Deliver Improved Omnichannel Customer Experiences

Speaker: Jamie Abernathy, Director, Member Services Staff Development, Costco Wholesale

As customers continue to engage with you on their rather than your terms, crossing channels seemingly at will, organizations have been grappling with how to deliver consistently exceptional CX. Join this session to learn how Costco leverages customer insight from digital channels to deliver an optimal overall omnichannel experience for its members throughout its digital, store, and contact center operations.

Location: Oceana 11, Royal Pacific

Customer is at Core of Digital Transformation

Speaker: Mark Studness, Group Vice President of Digital Support Platform, Charter Communications

In 2016, Charter Communications merged with Time Warner Cable and Bright House Networks, creating the second-largest cable operator in the U.S.. This session highlights Charter’s transformational journey to become a top digital company by empowering the voice of customer to drive business decisions.

Location: Oceana 12, Royal Pacific

ForeSee Case Study

Customer Sentiment Index and Customer Effort Index Driven by Speech Analytics Categories

With oceans of data, how do you catch the right insights or trends most impacting your business and the customer experience? Hear how a global financial services leader gains powerful directional insights from Verint Speech Analytics that enable analysts to quickly procure intel or, as the company calls it, “distilling oceans of data down into streams for focused fishing!” From developing an internal customer sentiment index to effectively measuring “customer effort impacts,” learn how it optimized the solution to help it understand true customer pain points, strategically prioritize actions, and elevate the customer experience enterprise-wide.

Location: Timor Sea 1, 2, Royal Pacific

11:30am – 12:30pm

Lunch

12:30pm – 1:30pm

The Future of Enterprise VoC: Verint Voice of the Customer Product Release

Speaker: Rick Blair, VP Product Strategy Group – VoC Solutions, Verint

A deep dive into Verint's VoC solutions product release, which brings together Speech Analytics, Digital Feedback Management (OpinionLab), Enterprise Feedback Management (EFM), and EFM-IVR (Customer Feedback) - to capture and analyze speech and text-based VoC across multiple channels. The end result: a fully optimized omnichannel customer experience. Now, if your customers can say it, write it, or click it, Verint can truly help you listen, analyze, and act on it!

Location: Oceana 8, 9, 10, Royal Pacific

Taking the Mystery Out of Customer Experience

Speaker: Joe Tischbern, Director of Customer Engagement, Smart & Final

Providing the right insights to the right people to drive meaningful action is key to a successful CX program. This vision was at the heart of the Smart & Final team’s move from a traditional mystery shopper program to a VoC approach. Hear how this shift enabled Smart & Final to empower store managers and front-line employees to own and improve the unique experiences they deliver, and how it brought additional benefits in the form of more comprehensive results, scoring precision, cost effectiveness, and efficiency. Attend this session to learn how you too can make the switch – and get everyone on board!

Location: Oceana 11, Royal Pacific

ForeSee Case Study

Utilizing Customer Feedback to Transform an Organization from Within

SPEAKER: Curtis Popp, Vice President, Customer Operations, Citizens Energy Group

Customer experience is more than a project or program for Citizens Energy, a public utility service provider dedicated to serving customers with unparalleled excellence and integrity. It is a key part of the strategic planning process. Learn how the CX leadership team elevated customer experience insights to the highest levels of the organization through education, socialization, and a results-oriented approach. You'll hear how strategic alignment around the customer has helped this organization ensure it delivers on its vision and mission that were established over 100 years ago.

Location: Oceana 12, Royal Pacific

ForeSee Case Study

1:45pm – 2:45pm

Harnessing Cross-Channel VoC to Improve Customer Retention

Speaker: Adam Shapourian, Director, Customer Experience, Gannett | USA TODAY NETWORK

The Director of Customer Experience at Gannett | USA TODAY NETWORK, an innovative, digitally-focused media and marketing solutions company with unparalleled local-to-national reach, shares the evolution of the company’s robust, omnichannel VoC program by encompassing analytics across its digital properties, contact center, and satisfaction surveys. In addition to building strong partnerships internally to operationalize and democratize actionable customer data, hear how the CX team created an innovative, demonstrable ROI model by proving the relationship between experience metrics and financial performance.

Location: Oceana 11, Royal Pacific

Driven by CX Insights: How MD Financial Converts Intelligence to Action

Speaker: Bryan Chuinkam, Insight Specialist and Brian Harrington, Lead, Client Insight, MD Financial Management 

MD Financial has one main goal: to help Canada’s physicians and their families achieve financial well-being. In this session, learn how operationalizing VcC data across the organization plays a crucial role in achieving this goal, helping the financial institution uncover issues, act on feedback, highlight positive experiences, and incorporate best practices into training and coaching of its financial advisors.

Location: Oceana 12, Royal Pacific

ForeSee Case Study

A Tradition of Great CX: Tractor Supply Company Drives Success in the Digital Age

SPEAKER: Laura Pnewski, Director, Omni Channel Merchandising and Customer Initiatives, Tractor Supply Company

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.

Location: Timor Sea 1, 2, Royal Pacific

ForeSee Case Study

2:45pm – 3:15pm

Break

3:15pm – 4:15pm

CX Means Business: A CX Program Built Around Organizational Objectives and KPIs

Speaker: Monique Terrell, Director, Digital Strategy, College of American Pathologists

Learn how the CX program at the College of American Pathologists was built to succeed by focusing on what mattered to the business as a whole and on the organization’s fundamental values: precision and scientific validity. The Director of Digital Strategy connected KPIs highlighting the precision underlining the ForeSee measurement – resulting in adoption and engagement all the way up to the board. Attend this session to learn how you can make your data more relevant to stakeholders across your business.

Location: Oceana 8, 9, 10, Royal Pacific

ForeSee Case Study

Actionable Insights from Voice of Customer Analytics

Speaker: Cigna

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.

Location: Oceana 11, Royal Pacific

“Representative! Representative!" Unleashing the Power of a Transcribed IVR

Speakers: Luke Carrens, Jeff Robinson, Workforce Optimization Engineers, Miguel Sosa, and Bryan Tipton, Verint Administrators, Express Scripts

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.

Location: Oceana 12, Royal Pacific

Big Data Small Data – Before You Can Predict the Future, You Need to Understand the Past

SPEAKER: Cary Cusumanom, Customer Experience Designer, Verizon Business Solutions

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!

Location: Timor Sea 1, 2, Royal Pacific

6:30pm – 10:30pm

Customer Appreciation Event

Thursday, May 23

7:00am

Information Desk Opens

7:30am – 8:30am

Breakfast and Closing Remarks

8:30am – 10:00am

Coffee Talk Sessions

10:00am

Engage Concludes