Engage with us

#EngageEMEA

Engage EMEA 2018

Get ready to engage at our annual customer conference at the Landmark, London.

Our customer conference is dedicated to helping you simplify, modernise and automate your customer engagement and getting the most out of your Verint solutions.

During the day you’ll have the opportunity to learn, network and get inspiration from industry leaders, customer case studies and Verint experts.

In the evening join us at our Annual Customer Awards Gala Dinner, where we will celebrate success over dinner and entertainment.

Learn

Network

Be Inspired

speakers

  • Steven van Belleghem

    Author, entrepeneur, speaker

  • Nick Leeson

    Consultant, speaker

  • Claudia Winkleman

    Host Customer Awards

  • Nick Nonini

    Managing Director EMEA

  • Ryan Hollenbeck

    SVP of Global Marketing

  • Steve Bell

    VP Solutions Consulting EMEA

AGENDA

Click on the headings below for more details regarding each session.

Nick Nonini, Managing Director, Verint

Welcome and Introduction

15mins

Keynote

ALL

Steven Van Belleghem, Author, entrepeneur, speaker

Customers the Day After Tomorrow

We are entering the third phase of digitization where artificial intelligence will raise the bar in terms of customer experience. Customer experience is evolving from a mobile-first to an AI-first business. For customers this is the start of the most exciting phase ever. They will enjoy benefits like hyper-personalization, faster than real-time customer service and the most user-friendly interfaces ever seen. In his NEW keynote, Steven describes how to invest in the customer experience of the day after tomorrow. The keynote expounds on three key investment areas: consumer science, automated interfaces and intelligence augmented. As always, Steven’s enthusiastic delivery illustrates the journey with a variety of real-life cases and new management models.

45mins

Keynote

ALL

Megan Brown, VP Cognitive Solutions, Verint

Chatbot 101: From Bot to Enterprise IVA

Break down the mysteries about artificial intelligence (AI), Bots, Chatbots and Intelligent Virtual Assistants in this short session. We’ll introduce you to the key technologies, define how they fit together and give you a sense of how they are being applied in the contact centre and beyond. Learn the difference between bots that help you order a pizza vs. AI that answers your conversational questions and figures out what help you need.

20mins

Product Theatre

ISS

Hafida Tadjer, Head of International Quality, BNP Paribas (SA)

Speech Analytics at the heart of the voice of the customer and employee

Head of International Quality, Hafida Tadjer leads, at corporate level and for all PF countries, all Customer Experience and Operational Efficiency initiatives in relation to Customer complaints and brand perception.

In this session, Hafida will explain how BNP Paribas is establishing a centre of excellence for Speech Analytics on a global level.

35mins

Empire Room

VOC


Brandon Roundtree, Carnival Cruises

Carnival Cruises

35mins

Drawing Room

VOC

Simon Shevlin, Solutions Consultant, Verint

Enterprise Knowledge Management

Discover why Knowledge Management is more than just a Contact Centre solution. We’ll look at the benefit of a single source of truth across your enterprise…and how it empowers your workforce and your customers across every touchpoint. In this session, we will also give you a sneak peak of Verint KM + Community, an innovative new capability, which blends structured and compliant Knowledge Management with collaborative, interactive, and social Community features designed to improve Employee Engagement, Knowledge Adoption, Information Sharing and overall Employee Collaboration.

20mins

Product Theatre

WFE


Nick Genatone, VP Sales, Intelligent Self-Service, Verint

Megan Brown, VP Cognitive Solutions, Verint

Roundtable Discussion: Increase KPI Performance with AI & Self-Service

In this session learn how the power of artificial intelligence (AI) and self-service can help solve business challenges and improve KPIs.

Join our AI self-service experts and your peers in a group discussion as we uncover how AI fits within customer and employee self-service, and how to identify the challenges and initiatives where you can benefit.

Discover how to bridge the chasm between strategy and results, while enhancing the value of your existing Verint workforce implementations.

35mins

Grand Ballroom 2

ISS



Donal O'Hehir, Insight & Innovation Director, O2

David Cousins, Practice Director Customer Experience Management, O2

Speech Analytics as a Game Changer for Capita O2

Being responsible for handling around 2 million customer calls per year the Capita O2 partnership needed to improve its understanding of how their contact centres were performing; partnering with Capita IT and Networks they delivered Verint Speech Analytics 15.1 to their UK and South Africa contact centres in April this year.

The presentation will review the various project stages through from discovery to implementation, the ‘Test and Learn’ phase and will then focus on the outputs from Speech Analytics such as supporting impact assessments, measuring the impact of business change and understanding customer demand and the deep insight available to better manage front line advisors.

35mins

Empire Room

VOC


Richard Simpson, Network Resource Planning Manager, Royal Mail

Royal Mail Customer Experience: Delivering First Class Performance

Find out how Royal Mail is delivering first class performance through Verint’s Performance Management. The team is moving its managers away from report running and data collation to a transparent, automated single source of performance management data in its contact centres.

Richard Simpson, Network Resource Planning Manager, Royal Mail will demonstrate how they are consolidating their telephony, chat, email and back office data into a single performance management solution.

35mins

Drawing Room

WFE


Andy Bowie, Head of Transformation, Serco

Hertfordshire County Council Case Study

Whilst all UK councils are using their online presence as a way of ""channel shifting"" their customer interactions, many are still struggling to realise the expected benefits. One reason is that digital services are often designed from a departmental or service perspective - making it hard for customers to find the information or service they want and easier for them to pick up the phone. Instead, digital-first strategies must be designed from the customer or user perspective, so that information and services can be both easily found and, in the case of services, successfully completed.

Another reason is that some UK councils have designed their customer service around a ""portal"" with the expectation that all (or the vast majority of) customer interactions will be online. Whilst digital-first strategies must be designed with the focus firmly on self-serve transactions, these should be available from anywhere on the corporate website as well as from the more traditional contact centre for those users and services where this is preferred or more appropriate. Verint has been helping local government deliver customer service strategies across the world for many years with its digital-first software which enables customer service experiences designed from the customer's perspective.

Join us and our guest speaker - Andy Bowie, Head of E-Services at Serco and hear how organisations such as Hertfordshire County Council, Serco and Verint are delivering tangible benefits by delivering user-led designed customer services that span the online experience, the contact centre and crucially the relevant back office departments and systems.

35mins

Landmark 2 & 3

Huw Jones, Solutions Consultant, Verint

A Day in the Life of Your Customer Service Team

Workforce management solutions are great at helping our customers understand how many people are needed but how do we engage them? Keeping advisors informed is vital – their shift patterns, availability of overtime, control over their working days and time off for the modern workforce with positive performance feedback to drive the right behaviours. Engaged, motivated advisors ready to deliver exceptional customer service.

20mins

Product Theatre

WFE

Keith Barrow, Solutions Consultant, Verint

VOC 顧客の声

Get a sneak peek into Verint’s Voice of the Customer solutions and how they can help you get a connected view of your customers’ interactions across multiple touch points enabling you with the ability to glean insight from their behaviour, interactions and feedback? Find out how the Verint VoC suite of applications can help you listen, analyse and act on company and customer Initiated feedback ultimately helping you understand and improve your customer experience.

20mins

Product Theatre

VOC

Ian Gibson, Director of Business Services, Ingeus

Transforming Probation Services: How Verint-eg partnered with RRP to change our support services

Ingeus in partnership with St Giles Trust and CRI created a joint venture called Reducing Reoffending Partnership (RRP) and won two areas in the West Midlands and East Midlands.

There were many transformation areas but one of the most challenging culturally was the setting up of two centralised call handling and admin hubs called Customer Services Centres.

In this session, Ian Gibbons will describe the challenges they faced and choosing the right partner and technology to help drive operational improvements, cost reductions and improve employee engagement in the centres.

35mins

Empire Room

WFE


Niall Thomas, Head of Knowledge & Quality Assurance, EIR

Knowledge Management Essentials

Join Niall Thomas (Head of Knowledge & Quality Assurance, EIR) as he talks about the fundamentals of a successful Knowledge Management program. Niall will share his expertise and experiences from building and maintaining two Knowledge Management systems over the past 4 years.

35mins

Drawing Room

WFE

Andy Lamb, Verint Nxtera, Verint

5 Steps to Customer Centric Compliant Contact Centre

Your call centre relies on agent and systems availability as well as the data collected from agent interactions in a complex multi-channel environment to manage performance, identify call patterns, improve competitiveness and assure multi-level compliance. In this session, hear from Andrew Lamb, ex Managing Director, Nxtera as he explains how Verint Automated Verification can help manage your customer engagement programs and service levels from a single intelligent platform.

20mins

Product Theatre

F&C

Alistair Mearns, Solutions Consultant, Verint

インタラクション分析

Following on from the VoC session we look at how you can Improve your customer experience processes with deeper understanding of your customers’ behaviour, interactions across voice and text based channels. Find out how Interaction Analytics in particular can help you transcribe and analyse millions of Calls, Chat, Email and Social interactions to discover customer insights and ultimately improve operational efficiency and your contact centre performance.

20mins

Product Theatre

VOC

James Knight, Strategic Forecast and Planning Manager, First Utility

First Utility

Delivering Success for Customers and Employees in a Constantly Evolving Service Landscape

First Utility is embracing the digital customer journey, increasing the availability of self-serve, Webchat and asynchronous messaging on top of its traditional customer service channels.

In a progressively competitive market, First Utility is increasing productivity through better scheduling, while allowing more time for meetings, forums, briefings and general employee engagement. This has had a direct impact on customer experience.

In this session, James Knight, Strategic Forecast and Planning Manager, First Utility, will show how they are driving "Customer Centric Behaviours" and increasing customers’ advocacy and agent engagement.

35mins

Empire Room

WFE


Pascal Vankan, Director WFM & Audit, KPN

KPN - Transforming its Customer Service to Better Support its Customers’ Needs

KPN is on a transformation journey to ensure its employees are skilled, equipped and available to deliver exceptional customer service.

With its programme, ‘skilled for your future’ KPN is tackling its skills model, creating the right career paths for its customer experts and making sure that these experts have the appropriate tools to meet customer demands.

In this session, Pascal Vankan, Director WFM & Audit, KPN will discuss how KPN is optimizing its workforce in order to make it more customer focused and efficient. He will also show how they are creating an environment whereby employees can have more control over their own work package and development.

35mins

Drawing Room

WFE

Chris Rainsforth, Head of Operational Management Best Practice, Verint

Back Office Challenges? How to improve both efficiency and customer engagement

Go from reactive to proactive in your Back Office operation, learn how to overcome the challenges of work allocation and empower your Managers and Agents to deliver an improved Customer Experience.

20mins

Product Theatre

WFE


Steve Bell, VP Solutions Consulting, Verint

Ryan Hollenbeck, SVP of Global Marketing, Verint

Vision of the Future Road Map

45mins

Keynote

ALL

Nick Leeson, Consultant, speaker

Nick Leeson, the Rogue Trader

The collapse of Barings Bank and Nick Leeson’s role in it is one of the most spectacular debacles in financial history. When the bank collapsed in 1995, it was described by the media as a wake-up call and that something like this could never happen again. Yet, more than two decades later, there continue to be countless cases of rogue trading, financial scandal and corporate fraud in many industries around the world, from Jerome Kerviel at Societe Generale (2008) and Kweku Adoboli at UBS (2011) to the collapse of Lehman Brothers, Enron and more recent major corporate fraud such as the 2015 VW emissions scandal.

Despite huge advances in technology, security and IT, at the heart of all of these cases lies human error and poor judgement. It is because of this human element that Nick’s story remains as relevant today as it ever has been, and resonates with such a wide range of audiences.

Not merely confined to banking and the financial sector, Nick Leeson speaks around the world to companies and organisations from a broad range of industries and sectors, educational facilities, colleges, universities and business schools.

45mins

Keynote

F&C

Claudia Winkleman, Television Presenter

Awards Dinner

5hrs

Grand Ballroom

Hafida Tadjer, Head of International Quality, BNP Paribas (SA)

Speech Analytics at the heart of the voice of the customer and employee

Head of International Quality, Hafida Tadjer leads, at corporate level and for all PF countries, all Customer Experience and Operational Efficiency initiatives in relation to Customer complaints and brand perception.

In this session, Hafida will explain how BNP Paribas is establishing a centre of excellence for Speech Analytics on a global level.

35mins

Empire Room

VOC


Brandon Roundtree, Carnival Cruises

Carnival Cruises

35mins

Drawing Room

VOC


Donal O'Hehir, Insight & Innovation Director, O2

David Cousins, Practice Director Customer Experience Management, O2

Speech Analytics as a Game Changer for Capita O2

Being responsible for handling around 2 million customer calls per year the Capita O2 partnership needed to improve its understanding of how their contact centres were performing; partnering with Capita IT and Networks they delivered Verint Speech Analytics 15.1 to their UK and South Africa contact centres in April this year.

The presentation will review the various project stages through from discovery to implementation, the ‘Test and Learn’ phase and will then focus on the outputs from Speech Analytics such as supporting impact assessments, measuring the impact of business change and understanding customer demand and the deep insight available to better manage front line advisors.

35mins

Empire Room

VOC


Richard Simpson, Network Resource Planning Manager, Royal Mail

Royal Mail Customer Experience: Delivering First Class Performance

Find out how Royal Mail is delivering first class performance through Verint’s Performance Management. The team is moving its managers away from report running and data collation to a transparent, automated single source of performance management data in its contact centres.

Richard Simpson, Network Resource Planning Manager, Royal Mail will demonstrate how they are consolidating their telephony, chat, email and back office data into a single performance management solution.

35mins

Drawing Room

WFE


Andy Bowie, Head of Transformation, Serco

Hertfordshire County Council Case Study

Whilst all UK councils are using their online presence as a way of ""channel shifting"" their customer interactions, many are still struggling to realise the expected benefits. One reason is that digital services are often designed from a departmental or service perspective - making it hard for customers to find the information or service they want and easier for them to pick up the phone. Instead, digital-first strategies must be designed from the customer or user perspective, so that information and services can be both easily found and, in the case of services, successfully completed.

Another reason is that some UK councils have designed their customer service around a ""portal"" with the expectation that all (or the vast majority of) customer interactions will be online. Whilst digital-first strategies must be designed with the focus firmly on self-serve transactions, these should be available from anywhere on the corporate website as well as from the more traditional contact centre for those users and services where this is preferred or more appropriate. Verint has been helping local government deliver customer service strategies across the world for many years with its digital-first software which enables customer service experiences designed from the customer's perspective.

Join us and our guest speaker - Andy Bowie, Head of E-Services at Serco and hear how organisations such as Hertfordshire County Council, Serco and Verint are delivering tangible benefits by delivering user-led designed customer services that span the online experience, the contact centre and crucially the relevant back office departments and systems.

35mins

Landmark 2 & 3

Ian Gibson, Director of Business Services, Ingeus

Transforming Probation Services: How Verint-eg partnered with RRP to change our support services

Ingeus in partnership with St Giles Trust and CRI created a joint venture called Reducing Reoffending Partnership (RRP) and won two areas in the West Midlands and East Midlands.

There were many transformation areas but one of the most challenging culturally was the setting up of two centralised call handling and admin hubs called Customer Services Centres.

In this session, Ian Gibbons will describe the challenges they faced and choosing the right partner and technology to help drive operational improvements, cost reductions and improve employee engagement in the centres.

35mins

Empire Room

WFE


Niall Thomas, Head of Knowledge & Quality Assurance, EIR

Knowledge Management Essentials

Join Niall Thomas (Head of Knowledge & Quality Assurance, EIR) as he talks about the fundamentals of a successful Knowledge Management program. Niall will share his expertise and experiences from building and maintaining two Knowledge Management systems over the past 4 years.

35mins

Drawing Room

WFE

James Knight, Strategic Forecast and Planning Manager, First Utility

First Utility

Delivering Success for Customers and Employees in a Constantly Evolving Service Landscape

First Utility is embracing the digital customer journey, increasing the availability of self-serve, Webchat and asynchronous messaging on top of its traditional customer service channels.

In a progressively competitive market, First Utility is increasing productivity through better scheduling, while allowing more time for meetings, forums, briefings and general employee engagement. This has had a direct impact on customer experience.

In this session, James Knight, Strategic Forecast and Planning Manager, First Utility, will show how they are driving "Customer Centric Behaviours" and increasing customers’ advocacy and agent engagement.

35mins

Empire Room

WFE


Pascal Vankan, Director WFM & Audit, KPN

KPN - Transforming its Customer Service to Better Support its Customers’ Needs

KPN is on a transformation journey to ensure its employees are skilled, equipped and available to deliver exceptional customer service.

With its programme, ‘skilled for your future’ KPN is tackling its skills model, creating the right career paths for its customer experts and making sure that these experts have the appropriate tools to meet customer demands.

In this session, Pascal Vankan, Director WFM & Audit, KPN will discuss how KPN is integrating mult-channel scheduling and also looking at self-service scheduling in order to give employees more control over their work life balance.

35mins

Drawing Room

WFE

Megan Brown, VP Cognitive Solutions, Verint

Chatbot 101: From Bot to Enterprise IVA

Break down the mysteries about artificial intelligence (AI), Bots, Chatbots and Intelligent Virtual Assistants in this short session. We’ll introduce you to the key technologies, define how they fit together and give you a sense of how they are being applied in the contact centre and beyond. Learn the difference between bots that help you order a pizza vs. AI that answers your conversational questions and figures out what help you need.

20mins

Product Theatre

ISS

Simon Shevlin, Solutions Consultant, Verint

Enterprise Knowledge Management

Discover why Knowledge Management is more than just a Contact Centre solution. We’ll look at the benefit of a single source of truth across your enterprise…and how it empowers your workforce and your customers across every touchpoint. In this session, we will also give you a sneak peak of Verint KM + Community, an innovative new capability, which blends structured and compliant Knowledge Management with collaborative, interactive, and social Community features designed to improve Employee Engagement, Knowledge Adoption, Information Sharing and overall Employee Collaboration.

20mins

Product Theatre

WFE

Huw Jones, Solutions Consultant, Verint

A Day in the Life of Your Customer Service Team

Workforce management solutions are great at helping our customers understand how many people are needed but how do we engage them? Keeping advisors informed is vital – their shift patterns, availability of overtime, control over their working days and time off for the modern workforce with positive performance feedback to drive the right behaviours. Engaged, motivated advisors ready to deliver exceptional customer service.

20mins

Product Theatre

WFE

Keith Barrow, Solutions Consultant, Verint

VOC 顧客の声

Get a sneak peek into Verint’s Voice of the Customer solutions and how they can help you get a connected view of your customers’ interactions across multiple touch points enabling you with the ability to glean insight from their behaviour, interactions and feedback? Find out how the Verint VoC suite of applications can help you listen, analyse and act on company and customer Initiated feedback ultimately helping you understand and improve your customer experience.

20mins

Product Theatre

VOC

Andy Lamb, Verint Nxtera, Verint

5 Steps to Customer Centric Compliant Contact Centre

Your call centre relies on agent and systems availability as well as the data collected from agent interactions in a complex multi-channel environment to manage performance, identify call patterns, improve competitiveness and assure multi-level compliance. In this session, hear from Andrew Lamb, ex Managing Director, Nxtera as he explains how Verint Automated Verification can help manage your customer engagement programs and service levels from a single intelligent platform.

20mins

Product Theatre

F&C

Alistair Mearns, Solutions Consultant, Verint

インタラクション分析

Following on from the VoC session we look at how you can Improve your customer experience processes with deeper understanding of your customers’ behaviour, interactions across voice and text based channels. Find out how Interaction Analytics in particular can help you transcribe and analyse millions of Calls, Chat, Email and Social interactions to discover customer insights and ultimately improve operational efficiency and your contact centre performance.

20mins

Product Theatre

VOC

Chris Rainsforth, Head of Operational Management Best Practice, Verint

Back Office Challenges? How to improve both efficiency and customer engagement

Go from reactive to proactive in your Back Office operation, learn how to overcome the challenges of work allocation and empower your Managers and Agents to deliver an improved Customer Experience.

20mins

Product Theatre

WFE

Steph Platel, Lead Consultant Voice of the Customer Analytics EMEA, Verint

Speech User Group

Join this session and interact with our Verint experts, customers who are presenting during the day, and your peers, to discuss how to address daily challenges and how to get the most out of your solutions.

35mins

Grand Ballroom 1

VOC


Huw Jones, Solutions Consultant, Verint

WFM User Group

Join this session and interact with our Verint experts, customers who are presenting during the day, and your peers, to discuss how to address daily challenges and how to get the most out of your solutions.

35mins

Grand Ballroom 2

WFE

Fraser Jeffrey, Solutions Consultant, Verint

EM User Group

Join this session and interact with our Verint experts, customers who are presenting during the day, and your peers, to discuss how to address daily challenges and how to get the most out of your solutions.

35mins

Grand Ballroom 1

WFE


Chris Rainsforth, Head of Operational Management Best Practice, Verint

BO User Group

Join this session and interact with our Verint experts, customers who are presenting during the day, and your peers, to discuss how to address daily challenges and how to get the most out of your solutions.

35mins

Grand Ballroom 2

WFE

David Moody, VP & GM | EM Professional, Verint

Local Authority 2.0 - Exploiting the Amazon Effect

“We’ve had three big ideas at Amazon that we’ve stuck with for 18 years, and they’re the reason we’re successful: Put the customer first. Invent. And be patient.”Jeff Bezos, founder of amazon

The emergence of Amazon brought about a fundamental shift in retail – setting a much higher standard for retailers and massively heightened expectation among consumers. The amazon phenomenon is now disrupting other sectors. In the digital age, the principles set out by Bezos are also highly relevant for local authorities, who are in real danger of missing the opportunities presented by digital transformation.

The potential of digital is so much bigger than local authorities have been able to imagine. Things are holding them back, their ambition should be much greater, and confidence in delivery much higher. In this inspirational talk, Nick Vat explains why the ‘amazon principles’ are so relevant, and how to exploit them to transform the local authority model.

35mins

Landmark 2 & 3

Gov&PS

Andy Bowie, Head of Transformation, Serco

Hertfordshire County Council Case Study

Whilst all UK councils are using their online presence as a way of ""channel shifting"" their customer interactions, many are still struggling to realise the expected benefits. One reason is that digital services are often designed from a departmental or service perspective - making it hard for customers to find the information or service they want and easier for them to pick up the phone. Instead, digital-first strategies must be designed from the customer or user perspective, so that information and services can be both easily found and, in the case of services, successfully completed.

Another reason is that some UK councils have designed their customer service around a ""portal"" with the expectation that all (or the vast majority of) customer interactions will be online. Whilst digital-first strategies must be designed with the focus firmly on self-serve transactions, these should be available from anywhere on the corporate website as well as from the more traditional contact centre for those users and services where this is preferred or more appropriate. Verint has been helping local government deliver customer service strategies across the world for many years with its digital-first software which enables customer service experiences designed from the customer's perspective.

Join us and our guest speaker - Andy Bowie, Head of E-Services at Serco and hear how organisations such as Hertfordshire County Council, Serco and Verint are delivering tangible benefits by delivering user-led designed customer services that span the online experience, the contact centre and crucially the relevant back office departments and systems.

35mins

Landmark 2 & 3

Jonathon Ellwood, Senior Solutions Architect, Verint

Ask the Expert (Forms Configuration) with "Jedi Jon"

35mins

Landmark 2 & 3

David Moody, VP & GM EM Professional, Verint

Don't Just Upgrade, Transform!

Discover how the latest version of EM Professional can enable your digital customer service strategy in ways not previously possible. Rather than show features and functions, we'll be covering real end-to-end customer processes to show how the latest features and functions work together to help you do great things. Trust us - you WILL be pleasantly surprised!

35mins

Landmark 2 & 3

These times are subject to change, please check final agenda on the day for any changes to sessions.

Need to convince someone?

This Justification Letter can help you explain how attending Engage EMEA 2018 can benefit your organisation.

download justification letter

venue

The Landmark is one of London's original great rail hotels, and sits right next to Marylebone station, for the Bakerloo Line and services to the West Midlands and beyond.

At the centre of the hotel is its unique Winter Garden, a huge glass-roofed atrium with dizzyingly high palm trees. The stained-glass windows date back to its past as the Great Central Hotel, when it first opened in 1899.

The Landmark London

住所

222 Marylebone Rd
Marylebone
ロンドン
NW1 6JQ

関連情報

登録

Complete this form to Register for the Engage EMEA 2018 and/or our Annual Customer Awards Gala Dinner.

Registration to the conference is free of charge for our valued customers.

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sponsors

We're pleased to welcome the following sponsors to Engage EMEA 2018.

Interested in sponsoring Engage EMEA 2018? Please download our Sponsorship Opportunities brochure below.

download Sponsorship brochure
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