Balancing CX & Cost:
How Channel Automation Reduces Costs While
Driving Better Customer Experience

The rise of interaction numbers combined with stagnant or shrinking budgets create a gap in the ability to provide a superior customer experience. In 2023, businesses face what seems to be an impossible challenge: Improving the customer experience while reducing costs. Yet, some contact center leaders are doing just that. What strategies are these leaders taking that make them confident in their ability to deliver great CX while also generating ROI? What are their priorities as they seek to balance superior customer engagement with operational efficiency?

Join us and our panel of experts, Kelly Koelliker and Jason Valdina from Verint, as we discuss practical ways to solve what Verint calls the “CX/Cost Equation”:

Why balancing the customer and agent experience is a key priority for organizations in 2023
The role of channel automation and workforce orchestration in successfully closing the Engagement Capacity Gap™
What digital-first engagement investments make leaders more confident in their ability to reduce costs and drive ROI
How your contact center can stop being a cost center and start generating ROI

Don’t miss this engaging conversation loaded with insights from Verint and fellow contact leaders to help you redefine your CX strategy.

Resources:

Webinar: Increase Your Customer Experience Flexibility, Agility, and Capacity with Channel Automation

Blog: Building a Modern Customer Engagement Strategy with Channel Automation

Research Report: The 2022 State of Digital Customer Experience Report

Brochure: Verint Channel Automation

Virtual panel presented by:

Event Speakers

Jason Valdina
Senior Director, Go-to-Market Strategy, Digital-First Engagement Channels
Verint

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Jason Valdina is an accomplished customer experience professional and is the Senior Director of Digital-First Engagement Channel Strategy at Verint, a customer engagement software solutions provider based in New York. Previously, Jason ran product marketing and partnership programs for Conversocial, the conversational customer experience platform recently acquired by Verint.

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Kelly Koelliker
Senior Director, Content Marketing,
Verint

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Kelly Koelliker is a Senior Director of Content Marketing at Verint with a focus on contact center workforce engagement solutions. With more than 20 years of marketing and sales experience, her expertise in the customer service industry covers such fast-evolving categories as knowledge management, workforce engagement, and analytics.

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Arpita Bhowmick
Global Sr. Director Omnichannel Contact Center Products & Digital Ops
Moderna

Carlos Caicedo
Director – Technology & Business Operations
Hughes

Michael Curro
SVP – Global CRM & Digital Marketing,
Travel & Leisure Co.

Shri Nandan
VP – Head of Digital Products
Momentum Financial Services Group

Rohan Sharma
Head of Global Agile Programs & Customer Channel Groups
Thermo Fisher Scientific

Speaker:
Michael Booth, Senior Director of Sales, TigerGraph

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Michael Booth is a Senior Director of Sales for TigerGraph with more than 25 years of experience working with Analytics and Business Intelligence capabilities supporting Financial Services Organizations.

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Agenda

3:00pm-3:10pm (EST)

Opening Remarks & Executive Introductions

3:10pm-3:30pm (EST)

Host Introduction

3:30pm-4:00pm (EST)

Fireside Chat Hosted by Verint

4:00pm-4:30pm (EST)

Executive Discussion

Verint® helps the world’s most iconic brands – including over 85 of the Fortune 100 companies – build enduring customer relationships by connecting work, data, and experiences across the enterprise. The Verint Customer Engagement Cloud Platform draws on the latest advancements in AI and analytics, an open cloud architecture, and The Science of Customer Engagement™ to help customers close the Engagement Capacity Gap™ created when customer expectations for service exceed an organization’s ability to respond. With Verint, organizations can build enduring customer relationships and drive real business results.

Title Representation

Industry Breakdown

Org. Size by Revenue

Got questions? We’ve got answers!

Why should I attend?

Your time is valuable and we make sure to make the most of it! We take the time to figure out your challenges and customize your experience to meet your needs. Our agendas are tailored to your feedback and we pride ourselves in covering the most cutting-edge content delivered by renowned industry experts. Look forward to building enduring partnerships and together we’ll go straight to the top.

What if I have dietary restrictions?

No problem! Please let your Apex POC know as soon as possible in order for us to work with the venue on providing alternate options for you at the event.

What if I want to speak at an assembly?

Apex is always looking for speakers that can contribute their valuable insight. If you would like to speak, please contact your Apex POC or fill out the Speaker Registration Form on the Assemblies page. Please keep in mind that we receive many inquiries for speaking and sessions are available on a first come first served basis. But no need to worry, we have plenty of opportunities available at future assemblies.

I plan on being in attendance, but what if something comes up and I have to cancel?

We understand that something may come up on your calendar! Before canceling with us, please know that we will have a separate room for attendees to step out for work-related activities (meetings, emails, conference calls, etc.). If you must cancel, we just ask that you let us know at least 48 hours in advance so that we can open up the waitlist for another member.