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) Center and a former researcher for Harvard Business School.

Featured CX 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 attendee 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

A Tradition of Great CX: A Leading-Edge Retailer Drives Success in the Digital Age

A nearly century-old retailer drives growth in the digital age through relentless focus on the customer. Hear how CX insights help guide the organization’s strategic decisions to meet the needs of a unique niche audience and bring a tradition of legendary customer service into the age of web and mobile. The retailer will share how the CX team use tools such as ForeSee text analytics and Smart Thank You pages to operationalize CX data across an organization and deliver improved experiences.

Verint ForeSee Retail Digital

Breaking Down Silos – Operationalizing VoC Across an Organization for Far Reaching Multi-National CX Change

As an ecommerce platform for B2B businesses, this global manufacturer and distributor of high-quality life sciences products, services, and solutions faces unique—but also very common—challenges. Learn how the company harnessed VoC to spur cross-team action for a tangible business impact, including significant increases in NPS scores.

Verint OpinionLab B2B Digital

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

Learn how the CX program at a member-based organization 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 CSAT to KPIs and highlighted the precision underlining 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.

Verint ForeSee Association Digital

How to Combine Cross-Channel Customer Insight to Deliver Improved Omnichannel Customer Experience

As customers continue to engage with you on their terms and not yours, crossing channels seemingly at will, organizations have been grappling with how to deliver consistently exceptional CX. Join this session to learn how one of the largest retailers in the world incorporates customer insight from digital, store, and contact center channels to deliver an optimal overall omnichannel experience for its members.

Verint VoC/OpinionLab Workforce Optimization Retail Digital Contact Center Store

Taking an "Outside-In" Approach to Digital Transformation with CX

Digital transformation initiatives are key to competing in an ever-changing digital economy, but to be successful these programs must be customer focused. Hear how a multi-national semiconductor company put its customers at the center of its digital transformation efforts by utilizing ForeSee CX insights to drive its strategic approach.

Verint ForeSee Digital B2B/B2C

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.

Verint ForeSee Travel Digital

Disciplined, Dedicated, and Driven by CX Insights: How a Financial Institution Converts Intelligence to Action

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