Greetings from Engage 2015, The Verint Systems Global Customer Conference, in Las Vegas (June 8th-11th)! The event got off to a great start Monday evening with an opening session that highlighted the rapid evolution of customer-centric strategy from managing the customer experience to customer engagement optimization.
Just a couple of years ago, many organizations were focusing on building customer experience strategies, as Nancy Treaster, senior VP and general manager of strategic operations for Verint Enterprise Intelligence Solutions, pointed out. Much of it typically involved reacting to a customer interaction (i.e., whether or not it was good and how to improve it). Customer engagement is a proactive approach that pulls customer data from disparate sources and turns it into intelligence that is actionable. All transactions and touchpoints with a customer are brought together into a seamless, consistent experience.
Treaster defined customer engagement optimization as the combination of analytics, engagement management and workforce optimization. “When we can marry analytics with the customer needs and the employee’s skills, we put ourselves in a very unique place,” she said.
Solutions in all three categories are being showcased at Engage 2015, including Verint’s workforce optimization and customer analytics solutions with engagement management capabilities from KANA, part of Verint.
But that is only part of the agenda. According to Ryan Hollenbeck, senior vice president of marketing, Verint’s user conferences have undergone an evolution, as well, and have been rebranded to reflect this transformation (hence, the name change). Engage 2015 unites Verint’s Driving Innovation and KANA Connect customer conferences. It is hosted by and for customers to share ideas and best practices for enriching interactions, optimizing the workforce and improving processes, he explained. And, indeed, many of Verint’s and KANA’s clients are here presenting sessions to share their challenges, successes and journeys with the attendees—some 1,200-plus from around the globe. The content lineup is impressive with eight interactive themes featuring sessions on industry trends, strategies, business application and execution, and supporting solutions to help drive success.
Stay tuned—there’s more to come from Engage 2015 in Las Vegas!