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.
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
Senior Director, Go-to-Market Strategy, Digital-First Engagement Channels
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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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Senior Director, Content Marketing,
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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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Global Sr. Director Omnichannel Contact Center Products & Digital Ops
Director – Technology & Business Operations
SVP – Global CRM & Digital Marketing,
Travel & Leisure Co.
VP – Head of Digital Products
Momentum Financial Services Group
Head of Global Agile Programs & Customer Channel Groups
Thermo Fisher Scientific
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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Opening Remarks & Executive Introductions
Fireside Chat Hosted by Verint
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.
Org. Size by Revenue
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