SESSIONS

Announcing Engage Keynote Speaker!

We are excited to announce Dan Heath, co-author of bestsellers “The Power of Moments,” “Decisive,” “Made to Stick,” and “Switch,” will be a Keynote speaker at Engage 2019! Heath is a Senior Fellow at Duke University’s Center for the Advancement of Social Entrepreneurship (CASE) and a former researcher for Harvard Business School.

Featured CX Sessions

Announcing Featured CX Speaker, Forrester Senior Analyst, Faith Adams!

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

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.

Featured Breakout Sessions

The Engage agenda is growing every day as we add more ways to give you actionable insights and compelling content. Sessions of interest are featured below, but as a registered Engage participant you can attend any sessions on Tuesday, Wednesday, and Thursday.

Check back soon—we’ll add content regularly!

Monday, May 20: Pre-Conference Workshops

CX Suite: Evolving Survey and Human/AI Analysis Approaches

This session will focus on Verint ForeSee's CX Suite and how CX Initiatives 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.

Intro to the CX Suite

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.

CX Suite Training Case Management

Tuesday, May 21, and Wednesday, May 22: Breakout CX Sessions

Utilizing Customer Feedback to Transform an Organization from Within

For this public utility service provider dedicated to serving customers with unparalleled excellence and integrity, customer experience has become more than a program or project. 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.

Presented by: Curtis Popp, Vice President of Customer Operations, Citizens Energy Group

Verint ForeSee Energy & Utilities Omnichannel Strategy

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

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. This Research Manager is now taking the program beyond numbers - using CX insights to solve a variety of problems for stakeholders across the organization. Attend this session to learn unique ways this retailer is taking CX to the next level - beyond the score.

Verint ForeSee Retail Digital Driving Action

Guided by Member Input: How a Large Nonprofit Makes CX-informed decisions

Attend this session to hear how a seasoned marketing and CX professional in the public sector worked with the insights team at a large nonprofit organization to ensure that member input is central to strategic plans, product enhancements, and digital experience. Learn how this organization used Verint tools to drive action, solve issues and identify cost savings by using the right tools in the right instances.

Presented by: Andrea Mirkow, Digital Experience Professional

Verint ForeSee Nonprofit & Associations Digital Culture of CX Driving Action

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

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

Verint ForeSee Retail Digital

Operationalizing VoC for Improved CX (and Better NPS Scores)

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!

Presented by: Randall Tallerico, Chief Marketing Officer and Susan Filipek, Business Metrics Manager, Urban Science

Verint OpinionLab B2B Digital

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

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.

Presented by: Monique Terrell, Director of Digital Strategy, College of American Pathologists

Verint ForeSee Association Digital

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

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.

Presented by: Jamie Abernathy, Director, Member Services Staff Development, Costco Wholesale

Verint VoC/OpinionLab Workforce Optimization Retail Digital Contact Center Store

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

This travel operator 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.

Presented by: Lyndsey Cooper, Digital Services Manager & Georgina O’Hare, Digital Customer Experience Manager, TUI Travel

Verint ForeSee Travel Digital

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

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.

Presented by: Brian Harrington, Lead, Client Insight & Bryan Chuinkam, Insight Specialist, MD Financial Management

Harnessing Cross-Channel VoC to Improve Customer Retention

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.

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

Verint OpinionLab Media Digital

Actionable Insights from Voice of Customer Analytics

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

Verint OpinionLab Verint Enterprise Feedback Management Insurance Digital Contact Center

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.

Presented by: Prudential Financial

Verint Speech Analytics Insurance Contact Center