Episode 5 with David Singer (Global Vice President, Go-To-Market Strategy at Verint) focuses on the impact of AI on employee experience. In particular, how could AI be used to help with evaluating performance and compliance for career advancement? Drawing on David’s decades of expertise, we delve into the practical applications of AI for the everyday agent experience. Join us as we explore the use of bots and automation, from alleviating the more repetitive and tedious parts of a CX role to supporting the careers of its human colleagues with unbiased performance reviews and assessments. To take a sci-fi analogy, it’s not about robot overlords, it’s more like having Commander Data on the bridge to help your CX boldly go where it’s never gone before!

Knowledge Management, vital to the success of any contact centre, is no longer just a searchable repository; the modern contact centre needs Knowledge As A Service, also known as Knowledge Automation, providing AI-powered, real-time, relevant information across the enterprise at users’ and agents’ fingertips. Joining us on this episode of the CX Sofa Series is Heather Richards, VP Product Strategy and GTM, KM, at Verint, whose 20+ years of expertise take us on a whistlestop tour of the Knowledge Management landscape past, present, and future. She discusses hot topics including:How using AI in the contact centre might mean you’re not getting the benefits you think you are – and how Knowledge Automation can unlock that full potentialHow Knowledge Management has traditionally been used – and how it’s evolved for modern day customer needsThe power of Knowledge Management as a single source of truth to address business challenges around elevating customer experiences while optimising labour resources

Adding AI to your contact centre and CX strategy is a surefire win, right? Add some bots and away you go. Well, not quite.We speak to Verint Chief Product Officer – and self-confessed AI geek – Jaime Merritt on this episode of the CX Sofa Series to delve into what makes an augmented workforce and AI for CX successful. Spoiler – it’s all about data, strategy, and business outcomes.Jaime chats through the data you need, why you need it, and the business implications for specific use cases and bots. Listen now for all you need to know about elevated customer journeys, automated CX, and a truly futureproof contact centre.

In our first episode, we explored an expert’s perspective on the future of AI in CX – so this time, we take it a step further as we delve into the specifics: how do we take this from theory to reality? Realistically, how will AI blend with your human workforce? Should your focus be on reducing costs or generating value – or another metric entirely? Plus, when it comes to it, what’s the most important thing to get right when implementing AI into your contact centre? We’re back with Steve Bell, whose years of experience put him in a unique position to separate fact from fiction when it comes to the latest contact centre tech. Listen now and join the conversation.

Everyone’s talking about AI, and how it’s shaping our future – but what does it mean for customers and agents in the CX space? Will jobs be lost to bots? Will personalised customer experience go out the window just as brands have started to become good at it? Or is all this AI hype just a flash in the pan? We speak to Steve Bell, a man who’s been around long enough to see fads and technologies come and go, to get the real insight on whether or not AI will depersonalise the customer experience. (Spoiler – it’s pretty exciting news!)

Everyone wants a better customer experience these days, not just the customers! That's one reason why Artificial Intelligence is playing an ever-expanding role in the technology stack. But is AI making the grade? Check out this episode of The CX Experience to find out! Host Eric Kavanagh will interview Author and AI expert Tom Taulli, and Ian Beaver of Verint. They'll discuss how AI assists customer service agents, what's required to keep AI learning and improving, and how you can ensure that you're using this powerful technology ethically.

Everyone wants a better customer experience these days, not just the customers! That's one reason why Artificial Intelligence is playing an ever-expanding role in the technology stack. But is AI making the grade? Check out this episode of The CX Experience to find out! Host Eric Kavanagh will interview Author and AI expert Tom Taulli, and Ian Beaver of Verint. They'll discuss how AI assists customer service agents, what's required to keep AI learning and improving, and how you can ensure that you're using this powerful technology ethically.

People quit their jobs all the time, but never before at the current pace. Why? The so-called Great Resignation continues to reshape the employment landscape, but it need not cause your business much trouble. The key is to focus on experience, both for your customers and your employees. Paying attention to details makes all the difference, and that requires a lot of real-world data.

People quit their jobs all the time, but never before at the current pace. Why? The so-called Great Resignation continues to reshape the employment landscape, but it need not cause your business much trouble. The key is to focus on experience, both for your customers and your employees. Paying attention to details makes all the difference, and that requires a lot of real-world data.

What can't you do? That's as important a question as what you can do. Understanding the answers to both can help you shape realistic plans for optimizing business processes. Mapped against a matrix of what your customers want, and what you know your business needs, this kind of situational awareness can afford significant value on the road to innovation. How so? Check out this episode of The CX Experience to find out!

What can't you do? That's as important a question as what you can do. Understanding the answers to both can help you shape realistic plans for optimizing business processes. Mapped against a matrix of what your customers want, and what you know your business needs, this kind of situational awareness can afford significant value on the road to innovation. How so? Check out this episode of The CX Experience to find out!

Flight cancelations...we've all been there! Everybody hates to go through it, but some airlines help make it less of an ordeal for their customers. In the air travel meltdown of 2020, just about everything that could have gone wrong, did. But lessons were also learned.The companies best prepared to pivot quickly and adapt were those that invested in digital customer experience. Through a combination of data capture, machine learning, and AI-fueled chatbots, these intelligent enterprises streamlined critical processes and softened the landings for their customers and partners. How did they do it? Check out this episode of The CX Experience to find out! Host Eric Kavanaugh will interview Tech Analyst Evan Kirstel, and Ido Bornstein HaCohen from Verint.

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In this episode of  Live From The Blue Lounge Podcast, Paul Friedman, Executive Vice President at Mayday Communications Inc, joins us to share his wealth of knowledge (40+ Years) on how organizations can leverage call recording in 2022 to improve customer experience.

In this episode of Live From The Blue Lounge Podcast, Juanita Coley, WFM Enthusiast, CEO and Founder of Solid Rock Consulting, shares insights on women in technology and how to break down barriers.

Eric Head, Vice President, GTM, Verint, shares insights on connecting customer experience and customer service data to break down silos.Top 3 Topics Covered:Why do customer experience (CX) and customer service teams need access to each other's data?What opportunities can companies open when they connect the data?How can connecting data help organizations do more with fewer resources?

Join us for our Let’s Talk Live: Book Club Chat. Our guest is Blake Morgan, Customer Experience Futurist, Keynote Speaker, Author. We’ll be discussing The Customer of the Future, a book about adopting 10 easy-to-follow customer experience guidelines that integrate emerging technologies with effective strategies to combat disconnected processes, silo mentalities, and a lack of buyer perspective to keep up with the demands of the customer of the future. During this 30-min discussion, our host, Celia Fleischaker, CMO of Verint, will explore some of the core findings of the book with Blake.