Verint Engage 2023 Day 2 Recap – 4 Key Sessions
Keynote – Accelerating Time to Value to Improve CX & Meet the Innovators
Hosted by Juanita Coley and Sheila McGee-Smith, the session focused on accelerating time to value to enhance customer experience (CX) and featured insights from Verint’s research, customer feedback, and service offerings.
The keynote session started with an exploration of the Engagement Capacity Gap and how Verint solutions can help close it. One big takeaway is the significance of pushing common interactions to self-service channels.
During the roundtable discussion, a range of customer experiences were shared. Costco, for example, transformed from using paper pads in stores to digital feedback based on Verint feedback solutions. Speech analytics was praised for its ability to uncover insights and understand customer needs, particularly in situations where self-service options were available but customers still chose to call.
The panel noted that AI will not replace agents, but rather helps reduce mundane tasks, enabling agents to focus on building relationships with customers.
The session concluded by discussing future directions in customer engagement, including real-time agent assistance and the implementation of various AI-powered bots showcased in the keynote. They noted where this can have a genuine impact is identifying and supporting struggling customers by predicting their needs and providing tailored support.
How Modern Self-Service is the Gateway to a Fully Realized CX Strategy
Hosted by Heather Richards and Keith Dawson, this session on “How Modern Self-Service is the Gateway to a Fully Realized CX Strategy” explored the evolving landscape of self-service and its role in delivering a comprehensive customer experience (CX) strategy.
And as a agency who talks a lot about intelligent self-service, we were delighted to see a session on this topic on the docket.
The session highlighted the various forms of self-service across multiple contact channels and how advancements in technology, such as AI, virtual assistants, and knowledge management resources, enable businesses to automate a significant portion of the customer journey.
One key theme discussed was the importance of integrating self-service seamlessly with assisted service interactions. Keith emphasised the value of arming agents with contextual information about customer interactions before they engage, enabling them to provide more effective and personalised assistance.
They posed the interesting question of whether the concept of self-service has been redefined and expanded as an integral part of a holistic customer journey, something we also feel strongly about. Self-Service is not meant to replace agent interactions but rather to complement them, allowing customers to engage on their terms and providing them with options for resolving their queries or issues.
The starting point for implementing self-service strategies were discussed, with the recommendation to leverage vendor expertise for guidance and to strategically sequence deployment based on existing capabilities.
Finally, we finished the session by asking Heather and Keith about the the concept of customers helping customers, emphasising that customers often possess valuable knowledge and insights, so enabling customers to share their expertise and support one another is a great way to leverage self-service.
Integration With The Pros
This session is all about extending the value of Verint Community, which is ones of the great things about the platform—you can build on top of it to create unique community experiences.
Last year Rob Nash presented our Video Integration, and we were delighted to have see it resonated with guests. This year we were equally excited to share what we’ve been building—the Verint Community Ticketing Application.
This ties together the WFM and DFE products, giving communities and agents a way to manage and track support tickets that come from the community of users.
We showed the experience of creating a ticket from the perspective of a user and the view agents get when managing tickets.
A great question was asked about how you can use the ticketing app to keep notes about users that remain as a behind the scenes record.
You can watch a more in depth demo here: https://youtu.be/jST5-hWtmtI
Agilent’s Digital-First Strategy Starts and Evolves with Verint
What made Agilent’s session great was to hear directly from the client about the journey Agilent went through with Verint.
Kristen, the Customer Community Manager at Agilent, highlighted the challenges faced with siloed knowledge across the organisation, whether geographically or by roles. To address this, an internal Knowledge Base (KB) and a community were developed, working in sync to solve problems using knowledge from both sources. This ties nicely back to Keith’s earlier advice to start with one solution and build from there, which is exactly the roadmap Agilent took.
The front-end functionality of the portal was showcased, demonstrating how seamless member experiences are created through intuitive journeys. Despite the wide range and complexity of the subject matter, including 50 products, the search functionality and robust tagging system allow for efficient content filtering, making it easy for users to find the right information.
The benefits of KMpro were discussed, including flexibility, out-of-the-box taxonomy through tags and categories, and publication control with templates. The integration of the chatbot in April 2023 was also highlighted, with the chatbot pulling in related articles from the KB. Kristen emphasised the need for scalability to ensure the platforms meet future needs.
During the Q&A session, a customer asked about the content build process for getting content on the portal, and this is a common concern. When you look at other knowledge bases, it can be intimidating about creating all the content, but Kristen explained how it’s a process. It doesn’t happen overnight, but it is more than worth the investment.
