Tuesday 24 November

10:00 – 10:05

Welcome

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Steve Bell, VP Solutions Consulting EMEA, Verint

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10:05 – 10:25

Experience Management

Your customers’ behaviour, interactions, and feedback provide great insight into how to improve customer experiences and processes. Find out how  listening, analysing, and acting on this intelligence can help you respond more effectively to evolving customer, business, and market demands.

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Keith Barrow, Pre-Sales Customer Analytics Solutions Consultant, Verint

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David Hudson, Regional Director, Experience Management Solutions EMEA, Verint

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10:30 – 10:50

Workforce Engagement

Your employees can make the difference between customer loyalty and customer churn. Find out how to empower them with modern tools to help simplify their jobs and deliver exceptional experiences.

Main Stage

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Huw Jones, Solutions Consulting Manager, Verint

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Martin Melis, Manager, Solutions Consulting Benelux, Verint

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NN: Backoffice-optimalisatie met Work Manager

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Xander van der Poel, NN

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How to successfully build and maintain Employee Engagement in a disrupted world

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Rowena Fenwick, Aldermore Bank

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Matt Flurry, Business Psychologist

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Chris Rainsforth, Verint

11:00 – 11:20

Intelligent Self-Service

Empower customers and employees to help themselves faster and with less effort. Find out how we can help you automate customer interactions and make self-service as simple and effective as assisted service.

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Heather Richards, VP Product Strategy and GTM, Verint

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Farrukh Iftikhar, Sales Director, Conversational AI and Communities, Verint

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John Bousfield, Solutions Consultant,  Verint

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11:30 – 11:50

Fraud & Compliance

Find out how to detect, investigate, and mitigate the risk of fraud in contact centres, branch banks, and self-service systems. Learn how to build a culture of compliance and make meeting internal and external regulatory requirements another positive component of your customer engagement strategy.

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Tony DeGruttola, Director, Solutions Consulting,  Verint

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Gerry Durning, Director, Product Management, Verint

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12:00 – 12:20

Verint Cloud

Join this session and discover how Verint in the cloud can help you scale, adapt and add new capabilities. We deliver cloud innovations quickly and frequently, without lengthy time and resource-consuming upgrades.

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Simon Rudkin, Vice President, Cloud and Hosting, Verint

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Wednesday 25 November

13:00 – 14:00

Verint Welcome

Nick Nonini, Managing Director EMEA, Verint will welcome you to the conference.

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Keynote

COVID-19 is not only changing our way of life, it will hasten the arrival of a radical new future of work. While for many of us working from home has been a new and unexpected challenge – that is just the start of a much bigger transformation set to reshape the nature of business itself.

In order to survive, every organization will have to virtualize. Whether it be serving customers through digital channels or leveraging AI, algorithms and automation to ensure business continuity – we are likely to experience in the next twelve months, a decade’s worth of change.

Not every business will make it, but those that do will never be the same again. And for leaders, now more than ever, is a time to upgrade their capabilities, embrace new technologies, and reimagine what they do.

Mike Walsh, CEO, Tomorrow

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14:00 – 14:40

Adapting & Responding

Hear how our customers have adapted and responded to this year’s challenges and how the Verint team have supported them throughout. In this session we will look at how workforces suddenly became virtualised and the needs and demands of consumers and employees dramatically changed.

In this session, hear from Julia Halliwell, Operational Planning, Bupa who will discuss how Bupa and her team have adapted and responded to this year’s challenges.

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14:40 – 15:20

Redefining Customer & Employee Engagement

Things have dramatically changed – working from home, increased activity online, more calls and at different times, greater adoption of self-service and additional channels. Find out how you need to adapt to keep pace with what consumers and employees want and need.

In this session, we will be joined by Patrick Dinsmore, Head of Planning, npower who they have risen to the challenges of the distributed workforce.

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15:20 – 16:00

What does the future hold?

We now live in an era where the speed of innovation is key. In order to respond to competitive threats and changing customer preferences and behaviours, we need technology to keep pace and we need technology to accelerate innovation.

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16:00 – 16:30

Awards Ceremony

Our awards are designed to recognise and showcase excellence. This year we welcomed entrants from all our Verint customers looking to shine a light on teams and individuals who have made a difference over the past year.

Awards

Thursday 26 November

10:00 – 12:00

User Forums – Ask the Experts

Our user forums are dedicated to our customers and designed to share best practice around functionality and to discuss the challenges that face end-users in the ever-changing contact centre and back office environments.

In these sessions, you will hear from our solutions experts on updates on functionalities and best practices. There will also be an opportunity to hear from other customers on how they are getting the most out of their solutions and how it is driving success, addressing challenges and improving employee and customer engagement.

These sessions will be hosted on Zoom and all registrants will be sent link to Zoom user forum prior to the session.

Back Office

Legal & General, BGL and Capita CLPSI will join Chris Rainsforth for discussion on employee engagement, Work Manager, WFM and more.

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Communities

Wilfried Rijsemus, 3Sides and Oliver Beirne, Arm will be joining Farrukh Ifitikar to share their experiences and best practice.

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EM Professional

Fife Council and Southampton City Council will be joining David Moody to share their experiences and best practice.

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Knowledge Management

Alan Gates

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Quality Management

Bank of Ireland, NHSBA and AXA will be sharing their experiences and best practice with Alistair in this session.

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Speech Analytics

Julia Halliwell, Operational Planning, Bupa will be joining Keith Barrow to share their experiences and best practice.

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WFM

Huw Jones will be joined by Jamie Pickup and Gareth Evans and will share best practice and practical tips for customers using WFM in the office and remotely. They will also host an interactive Q&A session.

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