CRM Evolution

Wednesday, Jun 16

CRM Evolution Free Virtual Sessions


CRM1. You’re Ignoring the Most Important Ingredient of Customer Experience: Your Data

Wednesday, June 16: 11:00 a.m. - 12:00 p.m. (ET) / 8:00 a.m. - 9:00 a.m. (PT)

In the rush to adopt newer technologies like AI and machine learning, too many CX professionals are hamstrung by the most important ingredient of customer experience: data. Without high quality, report-ready data as a foundation, initiatives to personalize customer touchpoints and reduce customer effort will fall flat faster than you can say “360 degree view of the customer.” And with the pandemic accelerating the shift to digital channels, you need best-in-class engagement strategies for a digital-first world.

Join Kate Adams, Senior Vice President of Marketing at Validity, and Jeff Foley, Senior Director of Product Marketing at Validity, as they explore the tactics and tools that leading teams are leveraging to deliver exceptional service and eliminate the impact of bad data at each stage of the customer journey.

You’ll learn:

- What the root causes of bad data are, and how it’s impacting your customer experience

- Steps to address and repair bad data at the source, before it cascades through your database

- How to identify and remove friction points within your customer journeys

- Five customer experience plays you can implement today to surprise and delight your customers


, SVP of Marketing, Validity

, Sr. Director of Product Marketing, Validity


CRM2. AI-Driven Interaction Insights Powering the Future of Real-Time Work

Wednesday, June 16: 12:30 p.m. - 1:30 p.m. (ET) / 9:30 a.m. - 10:30 a.m. (PT)

Today’s workforce is expected to handle large volumes of interactions across a wide variety of new topics and compliance requirements and customers expect their answers to be immediate, empathetic and accurate.

During this session, Verint’s Daniel Ziv, vice president, global product strategy, speech and text analytics, will explore how interaction insights from speech, text and desktop analytics solutions can provide mission-critical insights for contact center and customer experience executives and power a new set of solutions that can guide agents in real time.


, Vice President, Speech and Text Analytics Global Product Strategy, Verint Customer Engagement Solutions

A Free Virtual Event Featuring Sessions By