Engage EMEA 2017

The agenda gives you a flavour of what we have planned for the day. Please visit this page regularly to find out the latest hot topics and keynote speakers.


Complete Agenda
Wednesday, 29 November
19:00 20:00 Reception
20:00 23:00 Awards Dinner - The Landmark London
Interested in joining the Customer Awards? Click here to nominate someone.
Thursday, 30 November – times are subject to change
08:30 09:00 Registration and Coffee
09:00 09:15 Verint Welcome
09:15 10:00 Keynote Shaun Smith, a leading expert in Customer Experience
10:00 10:30 Customer Keynote Jan Smets, Director Retail and Customer Care
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10:30 10:45 Break
10:45 15:30 * Breakout Sessions Pieter Steyn, VP - Manager: Customer Service & Insight
ABSA (Barclays Africa)
Liam Morris, Resources Planning Manager
Aegon
Ro Constable, Director of Learning and Quality Assurance
Barclaycard
Catherine Cleary, Virtual Relationship Manager
Barclays
Richard Mobley, Speech Analytics Manager
HomeServe
Gavin Wilson, Analytics & Performance Manager
Just Eat
Ann Johnson, Workforce Planning Manager
Johanna Robinson, Forecaster Analyst
Leeds City Council
Paul Doney, ICT Manager (Applications/DBA)
Newcastle City Council
Peter Tolland, Customer & Information Governance Manager
North Lanarkshire Council
Peter D Halsor, Senior Vice President, Manager, Customer Experience Department
Riyad Bank
James Mollon, Resource Planning Analyst
Sage
    All User Groups Workforce Management
Customer Analytics including Speech and QM
Engagement Management
    Verint Landscape Product Innovation Zone
Customer Experience Zone
Sponsors
Demo Stations
15:30 15:45 Break
15:45 16:15 Keynote Geoff White, Technology Journalist
16:15 16:30 Awards Winners Ann-Marie Stagg, Chief Executive, CCMA
16:30 17:00 Verint Close  
17:00 19:30 Drinks Reception

* Lunch will be served at approx 12:30 but subject to change

 

Workforce Management & Performance Management
Wednesday, 29 November
19:00 20:00 Reception
20:00 23:00 Awards Dinner - The Landmark London
Interested in joining the Customer Awards? Click here to nominate someone.
Thursday, 30 November – times are subject to change
08:30 09:00 Registration and Coffee
09:00 09:15 Verint Welcome
09:15 10:00 Keynote Shaun Smith, a leading expert in Customer Experience
10:00 10:30 Customer Keynote Jan Smets, Director Retail and Customer Care
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10:30 10:45 Break
10:45 15:30 * Breakout Sessions Leeds City Council: How to drive cost savings but still deliver on customer service
In a landscape of budget scrutiny and local government cuts, hear how Leeds City Council managed to maintain their levels of customer service to service users and drive cost savings and benefits by leveraging the capability of the Verint WFM suite. Join Ann Johnson and Johanna Robinson from Leeds City Council, one of the UK’s largest local authorities, as they talk through their challenges, successes and next steps.
Ann Johnson, Workforce Planning Manager, Leeds City Council & Johanna Robinson, Forecaster Analyst, Leeds City Council
WFM User Group Discussion
Join this session and interact with our Verint experts, Customers who have presented during the day, and your peers to discuss how to address daily challenges and how to get the most out of your solutions.
Graeme Gabriel, Strategic WFM Consultant, Verint
A Day in the Life of a WFM User
Huw Jones, Strategic WFM Consultant, Verint
WFM Demo Station
Visit our demo station in the Ballroom and our solutions experts can guide you through demos and discussions about how to get the most out of your Verint solutions.
    All User Groups Workforce Management
Customer Analytics including Speech and QM
Engagement Management
    Verint Landscape Product Innovation Zone
Customer Experience Zone
Sponsors
Demo Stations
15:30 15:45 Break
15:45 16:15 Keynote Geoff White, Technology Journalist
16:15 16:30 Awards Winners Ann-Marie Stagg, Chief Executive, CCMA
16:30 17:00 Verint Close  
17:00 19:30 Drinks Reception

* Lunch will be served at approx 12:30 but subject to change

 

Voice of the Customer – Speech Analytics & Quality Management
Wednesday, 29 November
19:00 20:00 Reception
20:00 23:00 Awards Dinner - The Landmark London
Interested in joining the Customer Awards? Click here to nominate someone.
Thursday, 30 November – times are subject to change
08:30 09:00 Registration and Coffee
09:00 09:15 Verint Welcome
09:15 10:00 Keynote Shaun Smith, a leading expert in Customer Experience
10:00 10:30 Customer Keynote Jan Smets, Director Retail and Customer Care
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10:30 10:45 Break
10:45 15:30 * Breakout Sessions ABSA (Barclays Africa): Identifying the Customer Measures needed to support your organisation’s strategy
ABSA (Barclays Africa) aim is to ensure that its customer measures are in line with the bank’s strategy and business value chain, and that they provide the necessary usable customer insight to maintain this. Hear from Pieter Steyn, VP - Manager: Customer Service & Insight, ABSA (Barclays Africa) as he outlines which customer measures an organisation needs to prioritise in order to succeed.
Pieter Steyn, VP - Manager: Customer Service & Insight, ABSA (Barclays Africa)
Riyad Bank: Transforming Customer Experience through Customer Insight
Find out how Riyad Bank is transforming its business to become a customer-centric bank that underpins the design of its products & services on customer insight. Peter Halsor, Senior Vice President, Chief Customer Experience Officer, Riyad Bank will show how by gathering meaningful insight through customer feedback, Riyad Bank is designing better experiences for its customers and, in turn, becoming a better, smarter and more profitable bank.
Peter Halsor, Senior Vice President, Manager, Customer Experience Department, Riyad Bank
HomeServe: Driving cultural change and performance through Speech Analytics
‘If Culture comes first, Performance will follow’... is HomeServe’s mantra. Hear from Richard Mobley, Speech Analytics Manager, Business Improvement at HomeServe & Strategy Director as he takes you through their journey from a sales focused culture to a customer and people centric culture. In this session, Richard will demonstrate what a successful implementation looks like and the keys to their success. He’ll then conclude with their plans for the future and next steps with Speech Analytics.
Richard Mobley, Speech Analytics Manager
Speech & QM User Group Discussion
Join this session and interact with our Verint experts, Customers who have presented during the day, and your peers to discuss how to address daily challenges and how to get the most out of your solutions.
Steph Platel, EIS Professional Services, Verint
A Day in the Life of a Speech User
Alistair Mearns, Solutions Consultant, Analytics, Verint
Voice of the Customer Demo Station
Visit our demo station in the Ballroom and our solutions experts can guide you through demos and discussions about how to get the most out of your Verint solutions.
    All User Groups Workforce Management
Customer Analytics including Speech and QM
Engagement Management
    Verint Landscape Product Innovation Zone
Customer Experience Zone
Sponsors
Demo Stations
15:30 15:45 Break
15:45 16:15 Keynote Geoff White, Technology Journalist
16:15 16:30 Awards Winners Ann-Marie Stagg, Chief Executive, CCMA
16:30 17:00 Verint Close  
17:00 19:30 Drinks Reception

* Lunch will be served at approx 12:30 but subject to change

 

Employee Engagement (Knowledge Management)
Wednesday, 29 November
19:00 20:00 Reception
20:00 23:00 Awards Dinner - The Landmark London
Interested in joining the Customer Awards? Click here to nominate someone.
Thursday, 30 November – times are subject to change
08:30 09:00 Registration and Coffee
09:00 09:15 Verint Welcome
09:15 10:00 Keynote Shaun Smith, a leading expert in Customer Experience
10:00 10:30 Customer Keynote Jan Smets, Director Retail and Customer Care
bpost
10:30 10:45 Break
10:45 15:30 * Breakout Sessions Pieter Steyn, VP - Manager: Customer Service & Insight
ABSA (Barclays Africa)
Liam Morris, Resources Planning Manager
Aegon
Ro Constable, Director of Learning and Quality Assurance
Barclaycard
Catherine Cleary, Virtual Relationship Manager
Barclays
Richard Mobley, Speech Analytics Manager
HomeServe
Gavin Wilson, Analytics & Performance Manager
Just Eat
Ann Johnson, Workforce Planning Manager
Johanna Robinson, Forecaster Analyst
Leeds City Council
Paul Doney, ICT Manager (Applications/DBA)
Newcastle City Council
Peter Tolland, Customer & Information Governance Manager
North Lanarkshire Council
Peter D Halsor, Senior Vice President, Manager, Customer Experience Department
Riyad Bank
James Mollon, Resource Planning Analyst
Sage
    All User Groups Workforce Management
Customer Analytics including Speech and QM
Engagement Management
    Verint Landscape Product Innovation Zone
Customer Experience Zone
Sponsors
Demo Stations
15:30 15:45 Break
15:45 16:15 Keynote Geoff White, Technology Journalist
16:15 16:30 Awards Winners Ann-Marie Stagg, Chief Executive, CCMA
16:30 17:00 Verint Close  
17:00 19:30 Drinks Reception

* Lunch will be served at approx 12:30 but subject to change

 

Engagement Channels (Verint Enterprise/Express/IQ/Response/Telligent/Social Engagement)
Wednesday, 29 November
19:00 20:00 Reception
20:00 23:00 Awards Dinner - The Landmark London
Interested in joining the Customer Awards? Click here to nominate someone.
Thursday, 30 November – times are subject to change
08:30 09:00 Registration and Coffee
09:00 09:15 Verint Welcome
09:15 10:00 Keynote Shaun Smith, a leading expert in Customer Experience
10:00 10:30 Customer Keynote Jan Smets, Director Retail and Customer Care
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10:30 10:45 Break
10:45 15:30 * Breakout Sessions Barclays
Catherine Cleary, Virtual Relationship Manager
Engagement Management User Group Discussion
Join this session and interact with our Verint experts, Customers who have presented during the day, and your peers to discuss how to address daily challenges and how to get the most out of your solutions.
Fraser Jeffrey, Engagement Management Solutions
A Day in the Life of an Engagement Management User
Fraser Jeffrey, Engagement Management Solutions
Engagement Channels Demo Station
Visit our demo station in the Ballroom and our solutions experts can guide you through demos and discussions about how to get the most out of your Verint solutions.
    All User Groups Workforce Management
Customer Analytics including Speech and QM
Engagement Management
    Verint Landscape Product Innovation Zone
Customer Experience Zone
Sponsors
Demo Stations
15:30 15:45 Break
15:45 16:15 Keynote Geoff White, Technology Journalist
16:15 16:30 Awards Winners Ann-Marie Stagg, Chief Executive, CCMA
16:30 17:00 Verint Close  
17:00 19:30 Drinks Reception

* Lunch will be served at approx 12:30 but subject to change

 

Government and Public Sector
Wednesday, 29 November
19:00 20:00 Reception
20:00 23:00 Awards Dinner - The Landmark London
Interested in joining the Customer Awards? Click here to nominate someone.
Thursday, 30 November – times are subject to change
08:30 09:00 Registration and Coffee
09:00 09:15 Verint Welcome
09:15 10:00 Keynote Shaun Smith, a leading expert in Customer Experience
10:00 10:30 Customer Keynote Jan Smets, Director Retail and Customer Care
bpost
10:30 10:45 Break
10:45 15:30 * Breakout Sessions Newcastle City Council
Paul Doney, ICT Manager (Applications/DBA)
Public Sector Customer Case Study – North Lanarkshire Council is learning to speak digital
Peter Tolland of North Lanarkshire Council will discuss why understanding the blending of data, process, technology and people is essential as we move towards doing things in a digital way. He will also look at the importance of the journey taking us there and why embracing it might help us challenge what we already know about digital, or at least, what we think we know.
Peter Tolland, Customer and Information Governance Manager North Lanarkshire Council
Leeds City Council: How to drive cost savings but still deliver on customer service
In a landscape of budget scrutiny and local government cuts, hear how Leeds City Council managed to maintain their levels of customer service to service users and drive cost savings and benefits by leveraging the capability of the Verint WFM suite. Join Ann Johnson and Johanna Robinson from Leeds City Council, one of the UK’s largest local authorities, as they talk through their challenges, successes and next steps.
Ann Johnson, Workforce Planning Manager, Leeds City Council & Johanna Robinson, Forecaster Analyst, Leeds City Council
Digital First Roadmap
Most public sector organisations have a digital first customer engagement strategy, but many are not seeing the full benefit. How can you ensure that your digital first strategy delivers real ROI? David Moody will give an in-depth update on the capabilities, benefits and opportunities provided by Verint’s Digital First Engagement Management proposition.
David Moody, Vice President and Global Practice Leader, Government and Public Sector, Verint
Community Live Discussion Group
Join this session and interact with our Verint experts, Customers who have presented during the day, and your peers to discuss how to address daily challenges and how to get the most out of your solutions.
Iain Daws and Bob Mann, Engagement Management, Verint
    All User Groups Workforce Management
Customer Analytics including Speech and QM
Engagement Management
    Verint Landscape Product Innovation Zone
Customer Experience Zone
Sponsors
Demo Stations
15:30 15:45 Break
15:45 16:15 Keynote Geoff White, Technology Journalist
16:15 16:30 Awards Winners Ann-Marie Stagg, Chief Executive, CCMA
16:30 17:00 Verint Close  
17:00 19:30 Drinks Reception

* Lunch will be served at approx 12:30 but subject to change