Verint - In conversation with........

In this episode we have taken a break from our regular podcast series to bring you an extend session from the recent "How Big Brands are Transforming their Customer and Digital Experience with Knowledge Management" Hosted by Sharan Melamed of Matchboard. This session features commentary from both AGL and BMW discussing their transformational journeys in deploying Knowledge Management and the benefits gained since the deployment.

In part two of our compliance special. Ian Harrison continues his conversation with Tanushree Dabral of PX Partners

In this first of a two part special, returning guest presenter Ian Harrison, Verints' own Director of Customer Experience chats with Tanushree Dabral, CEO of PX Partners and an accomplished governance, risk, and compliance practitioner.

In conversation with is a series of podcasts from Verint featuring chats and discussions with leading figures from the contact centre, CX and customer engagement industry across the Asia Pacific region.During this series, we want to find out what customer service organisations are doing during these challenging times and try and discover what it is that drives the leaders in this space and what makes them tick.A full transcript of this episode can be found by visiting:https://www.verintapacblog.com/podcast/in-conversation-with-lindsay-carapella/

In conversation with is a series of podcasts from Verint featuring chats and discussions with leading figures from the contact centre, CX and customer engagement industry across the Asia Pacific region.During this series, we want to find out what customer service organisations are doing during these challenging times and try and discover what it is that drives the leaders in this space and what makes them tick.A full transcript of this episode can be found by visiting:  https://www.verintapacblog.com/podcast/in-conversation-with-ryan-hollenbeck-and-audrey-william/ 

In conversation with is a series of podcasts from Verint featuring chats and discussions with leading figures from the contact centre, CX and customer engagement industry across the Asia Pacific region.During this series, we want to find out what customer service organisations are doing during these challenging times and try and discover what it is that drives the leaders in this space and what makes them tick.A full transcript of this episode can be found by visiting:  https://www.verintapacblog.com/podcast/in-conversation-with-sara-harrup/  

In conversation with is a series of podcasts from Verint featuring chats and discussions with leading figures from the contact centre, CX and customer engagement industry across the Asia Pacific region.During this series, we want to find out what customer service organisations are doing during these challenging times and try and discover what it is that drives the leaders in this space and what makes them tick.A full transcript of this episode can be found by visiting:  https://www.verintapacblog.com/podcast/in-conversation-with-chris-harwood/ 

In conversation with is a series of podcasts from Verint featuring chats and discussions with leading figures from the contact centre, CX and customer engagement industry across the Asia Pacific region.During this series, we want to find out what customer service organisations are doing during these challenging times and try and discover what it is that drives the leaders in this space and what makes them tick.A full transcript of this episode can be found by visiting:  https://www.verintapacblog.com/podcast/in-conversation-with-ps-reddy/

In this episode Martyn hands the baton over to guest host Ian Harrison, Verint's Director, Customer Experience Optimisation, for an in-depth conversation with David Shieff, Founder and Director of New Zealand Analytical Consultancy firm Incisive. Ian and David discuss the pre requisites for succeeding in an age of disruption and rapid change, and the ability to see sooner and act faster with strategic decisions based on robust data insights and foresight. David reveals his top three books and his interest in Nordic Noir TV shows.

After a month away, during which the host Martyn Riddle underwent knee replacement surgery, the Verint podcast is back, with added titanium!! For our return episode, we chat with Sri Annaswamy, Founder and Director of Swamy & Associates, on all things AI, ML, GPT, RPA and a host of other over-used acronyms.

In the latest episode we go back to Singapore and speak to another renowned industry analyst Manoj Menon from the innovative new age research think tank Twimbit. Manoj has been involved in the contact centre and CX industry for over 2 decades, helping to set up the regional operations of one of the worlds most recognised research firms, where here worked for over 22 years. It might surprise you to learn that Manoj had a minor epiphany after being subjected to the movie Bohemian Rhapsody!  

In this episode, Martyn Riddle chats with Liam Hindle from AGL about the impact of the coronavirus situation on the customer service operations of a large energy provider. Liam explains the importance of a solid change management process and explores what the future ways of working might look like as organisations adapt to the evolving situation.

During the Covid19 crisis, many organisations have accelerated their digital transformation programs as they rush to meet the growing demands of their customer engagement services. In this episode, we chat with James Staltari, who has led significant transformation projects in both the banking and travel sectors, to get his thoughts and advice on successful strategies and common pitfalls.

We're back in India once more, this time visiting Bangalore where we catch up with Subramanya C, better known as Subbu, the Global Chief Technology Officer at Hinduja Global Solutions (HGS). With many of their clients coming from the healthcare sector, it was interesting to hear Subbu talk about the measures HGS have put in place to support these customers during the Covid19 crisis - and the impact this situation has had on him personally.

Over the past dozen or so episodes of the Verint podcast, we had some great chats and insightful conversations with senior executives responsible for delivering customer service right across the APAC region. For this edition, we're taking a slightly different approach and talking to an analyst to get their perspective on what is happening with the industry right now. Audrey William, from the research organisation Ecosystm, has been studying and researching the customer engagement market in the APAC region for over 20 years and some may say that what she doesn't know about the industry perhaps isn't worth knowing. It turns out she also has an encyclopedic knowledge of Brazilian jazz.

For the first time in the series, we visit India and chat with Ratan Kesh, Head of Retail Operations and Service at Axis Bank, one of the country's largest financial institutions. Ratan explains what the Covd19 situation as meant for his team and the delivery of services - and also what the lockdown has meant for him and his family, including his admiration for the extraordinary talents of his wife.

We stay in Singapore for Episode 9 of the Verint podcast and this time chat with Kailash Ramalingam, Managing Director, Contact Centre and Servicing Platforms at DBS Bank. We find out how the bank had prepared for the impact of Covid19 even before the devastating extent of its spread had become apparent - and Martyn gets indoctrinated to the wonderful world of 1980s Tamil music.

Continuing the tour around the Asia Pacific region, for Episode 8 we head up to Singapore for a chat with Stuart Beaumont, Managing Director & Global Head, Voice & Virtual, Retail Banking at Standard Chartered Bank. Responsible for a contact centre network spanning over 30 countries and serving more than 10 million clients, Stuart explains how the Covid19 crisis has impacted the delivery of services.

For episode 7 we head up to Hong Kong and chat with Raymond Law, Customer Care Management Director at AXA. Raymond shines a light on what the Covid19 situation has meant for him and his organisation and how they were able to quickly transition to a Work from Home environment in the early stages of the outbreak.

In episode 6, Martyn Riddle chats with the 2019 winner of the prestigious Auscontact Customer Contact Manager of the Year award, Duncan Graham from Allianz Australia. During the revealing conversation, Duncan talks about how he and his team handled the obstacles thrown up by the Covid19 crisis - and introduces Martyn to the crazy world of TikTok.

In this latest episode, Martyn Riddle is joined by Fiona and Jess Keough from Auscontact, the national user body for the Australian contact centre industry. During the conversation, Fiona and Jess share how the organisation has been working to support their members during the Covid19 crisis and unveil their plans for the future now that restrictions in Australia are being eased.

In episode 4, we head out of Australia for the first time and up to Malayasia to chat with Chris Greenough, the Chief Marketing Officer at the next-generation BPO organisation Everise. Chris shares his thoughts on how the Covid19 situation has impacted the marketing profession and what that might mean for consumers. His music choice, and reason for selection, also takes us in to a new genre.

In episode 3 of the series, we chat with Stephen Lewis, Chief Digital Officer at the next-generation BPO organisation Probe. Steve gives his thoughts on how the Covid19 situation has accelerated the digital transformation plans of many customer service organisations and explores how the expectations of consumers have changed during the lockdowns. As an added bonus, his lockdown music selection should put a smile on your face.

In episode 2 of this innovative new series, Martyn Riddle chats with Shane Hackett, Manager Customer Services at Brisbane City Council, Australia's largest council. During the chat, Shane explains the preemptive steps that the council took as the threat of the Covid19 situation grew larger. And he also provides an insight into what has been keeping him entertained during the lockdown situation.

In this launch episode, Martyn Riddle talks to Lisa Kauppinen, Head of ClientFirst Melbourne at IOOF, a large Australian-based financial services organisation. During the chat, Lisa highlights the 'Customer First' methodology that underlines the way the business operates and talks about the challenges and successes they had as they transitioned the workforce to a Work from Home scenario. She also gives some insight to what's keeping her entertained during the current situation.