Unifying Customer Experience Management:
Overcoming CX Fragmentation

Despite advances in technology and customer data analytics, organizations are still struggling to adapt and innovate given the explosive quantity of customer data and inherent complexity of the CX landscape. To create resilience and drive lasting change, organizations need to capture customer feedback and listen beyond surveys, so they can piece together internal workplace silos into a cohesive whole. Join our panel as we discuss how to:

Align your company goals with your VoC to ensure every decision has a positive impact on your customers’ experience.
Drive a customer-centric culture to remove obstructions and ensure cohesive inter-departmental collaboration.
Identify the best place to start leveraging data and insights in organizations just starting their CX journey.

RESOURCES

Blog: Channel Silos Hurt Customer Engagement: Here’s How to Knock Them Down
Handbook: The 2023 CX Leader Handbook
Engagement Capacity Gap Study: Which Organizations are Best Prepared to Solve the CX-Cost Equation?
Case Study with Citizen Watch: Citizen Watch Company

Virtual panel presented by:

Event Speakers

Samantha McDougall
VP Sales & Success
Verint

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At Verint since 2012, Samantha McDougall has held the roles of VP of Sales and VP of Services in EMEA and the Americas and currently is the VP of Customer Success, Sales and Services for the Experience Management portfolio. On the management team, she enjoys working with a wide range of B2B and B2C clients to help them articulate their customer experience strategy, and develop positive customer and brand experiences by leveraging analytical technologies, both in the digital and contact centers, with solutions that aim to lower customer effort while balancing operational costs.

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Aditi Mehta
Director, Go To Market
Verint

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Aditi Mehta is the Director of Go to Market for Verint Experience Management, leading the effort to drive messaging and positioning of the Verint XM solution across the organization and to the marketplace. She recently joined Verint after 8 years at the cross section of product marketing, technology, and the travel industry.

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Mona Baset
VP – Digital Services
Intermountain Health

Sateesh Kumar Challa
Head of Digital Transformation
Societe Generale

Kristin Ebert
CXO
Mercy Health

Tom Tull
VP – Chief Experience Officer
Ballad Health

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.