Podcasts about verint

Marc Bernstein speaks with Daniel Ziv, VP of Experience Management and Analytics at Verint, about why Verint doesn't call itself an AI company—but an AI outcomes company. They dive into the difference between building tech and delivering results, unpack Verint's Da Vinci and Genie Bots, and debate the power of open platforms in driving speed, control, and integration. Together, they paint a vision of AI that's not just smart—but purpose-built to solve real business problems.Timestamps:00:00 Introduction01:13 Use Cases & Key Outcomes04:40 Value First Approach07:40 Open vs. Closed Platform13:00 Micro Workflows15:30 Narrow Intelligence17:40 Relationship Building19:05 Verint Da Vinci25:18 Setting Up Bots31:19 AI in 3 Years

With travel to industry events in full swing during October, we had a lot of ground to cover. Jon recapped both events from earlier in the month – Verint, British Telecom and UC Expo – along with previewing upcoming October events that were to take place after our podcast was recorded, namely Cisco WebexOne and NICE Analyst Summit – which took Jon to Zambia. From Chris's end, he updated us on VON Evolution (now vCon), where Jeff Pulver's community explored the future of voice and conversations, then WorkTech, where the focus was on the return to office side of hybrid work, and how the corporate real estate world is thinking about these things. Things are never dull here on Watch This Space, and this episode will update you on the worlds of AI, customer experience and future of work in more ways than you might imagine.  

Raj Sivasubramanian has served as a CX leader in great brands like AirBnB, eBay, Verint, and Bain and now leads the journey management practice at QuestionPro. He's a Professor of Practice at Michigan State University in the CXM Masters of Science Degree program. He's worked with some of the most successful brands and joined us to share insights about how great companies differentiate on customer experience. In this episode: What do we do about the metric trap? This question is essential because many organizations fall into the trap of over-focusing on metrics like NPS (Net Promoter Score) and CSAT (Customer Satisfaction) without necessarily improving the customer experience. Raj provides strategies and insights to avoid this trap, which can help organizations focus on actionable insights rather than just numbers. How does operational data play into customer sentiment data? Understanding how to integrate operational data with customer sentiment data is crucial for gaining a holistic view of the customer experience. Raj's explanation helps organizations realize that customer feedback alone isn't enough; it should be supplemented with operational metrics to drive meaningful actions that improve the customer experience. What approach works best for making organizational change happen from a CX leader's standpoint? This question is critical for anyone trying to drive customer-centric changes within their organization. Raj discusses different strategies like looking for quick wins, connecting insights to key corporate initiatives, and the importance of having allies. His advice provides a roadmap for CX leaders to effectively influence and implement changes that can significantly enhance customer experiences. Join us for an engaging conversation as Raj shares practical tips and actionable insights.

Raj Sivasubramanian has served as a CX leader in great brands like AirBnB, eBay, Verint, and Bain and now leads the journey management practice at QuestionPro. He's a Professor of Practice at Michigan State University in the CXM Masters of Science Degree program. He's worked with some of the most successful brands and joined us to share insights about how great companies differentiate on customer experience. In this episode: What do we do about the metric trap? This question is essential because many organizations fall into the trap of over-focusing on metrics like NPS (Net Promoter Score) and CSAT (Customer Satisfaction) without necessarily improving the customer experience. Raj provides strategies and insights to avoid this trap, which can help organizations focus on actionable insights rather than just numbers. How does operational data play into customer sentiment data? Understanding how to integrate operational data with customer sentiment data is crucial for gaining a holistic view of the customer experience. Raj's explanation helps organizations realize that customer feedback alone isn't enough; it should be supplemented with operational metrics to drive meaningful actions that improve the customer experience. What approach works best for making organizational change happen from a CX leader's standpoint? This question is critical for anyone trying to drive customer-centric changes within their organization. Raj discusses different strategies like looking for quick wins, connecting insights to key corporate initiatives, and the importance of having allies. His advice provides a roadmap for CX leaders to effectively influence and implement changes that can significantly enhance customer experiences. Join us for an engaging conversation as Raj shares practical tips and actionable insights.

In episode 855 of CXOTalk, we talk with Dan Bodner, Founder and CEO of Verint, to explore how artificial intelligence is transforming customer experience (CX) automation in contact centers.The conversation presents practical strategies for CX Automation: integrating AI to enhance customer satisfaction, reduce operational costs, and convert contact centers into revenue-generating assets.Dan shares real-world examples, such as automating call summaries with AI to improve efficiency and using AI-powered coaching bots to assist agents in real-time. By embedding AI into existing workflows, companies can augment their workforce seamlessly, leading to more effective operations and better customer experiences.Key Takeaways:Enhance Customer Experience and Efficiency with AI: Implement AI solutions to automate routine tasks, allowing agents to focus on delivering personalized service.Seamless Integration of AI Tools: Embed AI into current processes to assist agents without disrupting their workflow.Augment, Don't Replace, Human Agents: Use AI to support and enhance agent capabilities, fostering effective collaboration.Start Small and Scale Up: Begin with limited AI initiatives to quickly demonstrate value and expand based on measurable outcomes.About Dan Bodner:Dan Bodner is the Founder and CEO of Verint, a leading Customer Experience Automation company. Since starting Verint in 1994, Dan has been at the forefront of leveraging AI to revolutionize customer engagement, helping organizations enhance satisfaction while optimizing costs.Don't forget to subscribe to CXOTalk for more expert discussions on leadership, AI, and the digital economy!Subscribe: www.cxotalk.com/subscribeRead transcript and key points: www.cxotalk.com/episode/what-is-cx-automationLinkedIn: www.linkedin.com/company/cxotalkTwitter: twitter.com/cxotalkIf you found this video valuable, please like, share, and leave a comment below. We'd love to hear your thoughts!#CXAutomation #AI #CustomerExperience #Verint #ContactCenter #CXOTalk #ArtificialIntelligence #BusinessGrowth #DigitalTransformation #CustomerSatisfaction

We're live for Episode 35 of the MI&S Hot Desk Podcast. Join Robert Kramer and Melody Brue for a rundown of what's up this week in collaboration, CX, ERP & SCM, and Enterprise apps. In this episode we're talking Verint Engage, Microsoft Dynamics, T-Mobile, Cohesity, Salesforce, Commvault, Box, and a little sports tech.   Verint Engage  https://x.com/MelodyBrue/status/1838312515148660859   Microsoft Dynamics https://www.microsoft.com/en-us/dynamics-365/blog/it-professional/2024/09/25/announcing-end-of-support-for-dynamics-gp/   Cohesity https://moorinsightsstrategy.com/research-papers/research-paper-cohesity-creates-a-new-data-security-powerhouse-through-veritas-deal/   Commvault https://techcrunch.com/2024/09/24/commvault-acquires-data-backup-provider-clumio/   Salesforce https://www.salesforce.com/news/stories/salesforce-signs-definitive-agreement-to-acquire-zoomin/   Box Hubs Goes GA  https://www.linkedin.com/posts/melodybrue_box-announces-general-availability-of-box-activity-7244868109914791937-ScKm?utm_source=share&utm_medium=member_desktop https://moorinsightsstrategy.com/research-notes/box-tackles-enterprise-content-management-and-discovery-with-box-hubs-and-ai/ https://www.boxinvestorrelations.com/news-and-media/news/press-release-details/2024/Box-Announces-General-Availability-of-Box-Hubs-to-Revolutionize-Content-Publishing-in-the-Enterprise/default.aspx   Disclaimer: This show is for information and entertainment purposes only. While we will discuss publicly traded companies on this show. The contents of this show should not be taken as investment advice.

Are you struggling to keep up with rapid tech changes in customer service while maintaining a human touch? Wondering how to integrate AI without losing your team's trust or overwhelming customers? In this episode of Doing Customer Experience Right, host Stacy Sherman and expert David Singer share strategies to balance advanced AI with genuine human interactions. Learn how to tackle resistance to change, optimize feedback systems, and motivate employees for better customer service outcomes. Special thanks to our sponsor, Verint, who provides CX automation and strategies that significantly improve business results. Learn more at https://DoingCXRight.com

We are live for episode 28 of the Hot Desk Podcast with Melody Brue and Robert Kramer.   Made in the USA: Intel's CHIPS Funding  https://www.linkedin.com/posts/melodybrue_how-intel-is-planning-to-use-federal-funding-activity-7214304565205065728-pKaV?utm_source=share&utm_medium=member_desktop  https://www.hr-brew.com/stories/2024/06/24/how-intel-is-planning-to-use-federal-funding-to-rebuild-talent-pipelines-for-semiconductor-manufacturing    IBM Acquires StreamSets and webMethods https://www.linkedin.com/posts/robert-kramer-58239b22_ibm-completes-acquisition-of-integration-activity-7213976108751351808-u9po?utm_source=share&utm_medium=member_desktop https://newsroom.ibm.com/2024-07-01-IBM-Completes-Acquisition-of-StreamSets-and-webMethods,-Bolstering-its-Automation,-Data-and-AI-Portfolios    Snapdragon's Manchester United Partnership Watch MI&S Analysts Discuss Snapdragon's Manchester United Sponsorship On The Game Time Tech Podcast https://www.linkedin.com/posts/melodybrue_the-mis-gtt-crew-discusses-snapdragons-activity-7214060217792180224--LAO?utm_source=share&utm_medium=member_desktop  Other recent Game Time Tech Podcasts IBM at Wimbledon  IBM at the Masters   HYCU and the Importance of Data Protection in Sports   RingCentral Aids Medical Equipment Provider https://www.ringcentral.com/whyringcentral/casestudies/med-care.html    Verint Announces Multi-Million Dollar CX Bot Deal  https://www.verint.com/press-room/2024-press-releases/verint-awarded-6-5-million-deal-from-top-10-u-s-public-utility-company-to-deploy-multiple-ai-powered-bots/   What's coming up?  Robert at the 2024 AWS Analyst Forum & Summit in New York https://aws.amazon.com/events/summits/new-york/#:~:text=Enjoy%20an%20action%2Dpacked%20day,lead%20in%20the%20digital%20era Mel at Wimbledon  https://www.ibm.com/sports/wimbledon   Disclaimer: This show is for information and entertainment purposes only. While we will discuss publicly traded companies on this show. The contents of this show should not be taken as investment advice.

Glen speaks with Bonifii CEO John Ainsworth about his firm's new collaboration with Metal and the next wave of identity solutions. Also- branches as community centers, the ongoing interchange/reward points battle, more “fun” in class action lawsuit land, and screen scraping stages a comeback.   Links related to this episode:   Bonifii's website, and its Metal Blockchain announcement: https://bonifii.com/2024/06/bonifii-joins-metal-blockchains/   The Points Guy's full-throated stance against the Credit Card Competition Act: https://thepointsguy.com/protect-your-points/ Airlines for America weighs in on rewards points: https://www.airlines.org/protect-our-points/  Glen's blog on the flurry of state interchange legislation: https://www.big-fintech.com/Media?p=a-state-of-confusion-interchange-battles-move-closer-to-home  CPO Magazine's take on web scraping: https://www.cpomagazine.com/cyber-security/web-scraping-is-legal-for-now-but-it-may-be-hurting-your-business/  The proposed class action lawsuit against Navy Federal CU and Verint: https://www.classaction.org/news/class-action-lawsuit-says-navy-federal-credit-union-ai-tech-company-verint-tap-customer-service-calls    Register for our next CU Town Hall on Wednesday July 10 at 3pm ET/Noon PT for a live and lively interactive conversation tackling the major issues facing CUs today. It's free to attend, but advance registration is required:  https://www.cutownhall.com/   Find us on X and BlueSky at @bigfintech, @jbfintech and @154Advisors (same handles for both) You can also follow us on LinkedIn:  https://www.linkedin.com/company/best-innovation-group/   https://www.linkedin.com/in/jbfintech/  https://www.linkedin.com/in/glensarvady/

With AI moving so quickly - yet without much ROI to speak of – it's fair to ask if we're at the beginning or the end with this revolution. For this episode, Jon shared insights from recent events with Zoom and Verint – two companies going all-in with AI. Both are aiming high, solving problems that only AI can handle, and we explore the bigger picture as to whether they will succeed. While they seem to be on the right track, there may be limits to how much automation workers and customers really want, making this another Watch This Space topic. Find out for yourself by checking out our June podcast.  

הירשמו לעדכונים על סדרת המאסטרקלאס לגיוס (ועוד טיפים וכלים ליזמים) - בבלוג הרשמי של תוכנית Fusion: https://blog.fusion-vc.com/ בפרק זה אירחנו את דור ורדי, מייסד-שותף ומנכ״ל Samplead. קישור למצגת הפרק: https://drive.google.com/file/d/1amrzzO-VWJcdmc-4vjcb11OIjKUf96qJ/view?usp=sharing דור הוא יזם עם רקע עשיר בפיתוח עסקי ומכירות. לאחר שירות של 5 שנים כלוחם ביחידת שלדג, דור החל את דרכו בVerint בתור איש מכירות, במקביל ללימודי תואר ראשון במשפטים משולב בלימודי MBA באוניברסיטת רייכמן. בזמן שהיה סטודנט הקים שני עסקים בBootstrap שׁהגיעו למכירות של מעל מיליון דולר , ללא אנשי מכירות, תקציב מרקטינג או מימון חיצוני ובשימוש לינקדאין והמייל בלבד. בסוף 2022 הקים ביחד עם שני שותפים את Samplead- שבונה agent מבוסס בינה מלאכותית שמחליף את נציגי הפיתוח העסקי (SDR) בחברות B2B. החברה הגיעה למכירות של 300 אלף דולר בתוך 6 חודשים ללא אנשי מכירות/מרקטינג או מימון חיצוני.   (*) ללינקדאין שלי: https://www.linkedin.com/in/guykatsovich/ (*) לאינסטגרם שלי: https://www.instagram.com/guykatsovich/ (*) עקבו אחרינו ב"עוד פודקאסט לסטארטאפים" וקבלו פרק מדי שבוע: ספוטיפיי:https://open.spotify.com/show/0dTqS27ynvNmMnA5x4ObKQ אפל פודקאסט:https://podcasts.apple.com/podcast/id1252035397 גוגל פודקאסט:https://bit.ly/3rTldwq עוד פודקאסט - האתר שלנו:https://omny.fm/shows/odpodcast ה-RSS פיד שלנו:https://www.omnycontent.com/.../f059ccb3-e0c5.../podcast.rssSee omnystudio.com/listener for privacy information.

הירשמו לעדכונים על סדרת המאסטרקלאס לגיוס (ועוד טיפים וכלים ליזמים) - בבלוג הרשמי של תוכנית Fusion: https://blog.fusion-vc.com/ בפרק זה אירחנו את דור ורדי, מייסד-שותף ומנכ״ל Samplead. קישור למצגת הפרק: https://drive.google.com/file/d/11DSM2TKP1U2KRR5ELBrE8SVBEWRV0D_i/view?usp=drive_web דור הוא יזם עם רקע עשיר בפיתוח עסקי ומכירות. לאחר שירות של 5 שנים כלוחם ביחידת שלדג, דור החל את דרכו בVerint בתור איש מכירות, במקביל ללימודי תואר ראשון במשפטים משולב בלימודי MBA באוניברסיטת רייכמן. בזמן שהיה סטודנט הקים שני עסקים בBootstrap שׁהגיעו למכירות של מעל מיליון דולר , ללא אנשי מכירות, תקציב מרקטינג או מימון חיצוני ובשימוש לינקדאין והמייל בלבד. בסוף 2022 הקים ביחד עם שני שותפים את Samplead- שבונה agent מבוסס בינה מלאכותית שמחליף את נציגי הפיתוח העסקי (SDR) בחברות B2B. החברה הגיעה למכירות של 300 אלף דולר בתוך 6 חודשים ללא אנשי מכירות/מרקטינג או מימון חיצוני.   (*) ללינקדאין שלי: https://www.linkedin.com/in/guykatsovich/ (*) לאינסטגרם שלי: https://www.instagram.com/guykatsovich/ (*) עקבו אחרינו ב"עוד פודקאסט לסטארטאפים" וקבלו פרק מדי שבוע: ספוטיפיי:https://open.spotify.com/show/0dTqS27ynvNmMnA5x4ObKQ אפל פודקאסט:https://podcasts.apple.com/podcast/id1252035397 גוגל פודקאסט:https://bit.ly/3rTldwq עוד פודקאסט - האתר שלנו:https://omny.fm/shows/odpodcast ה-RSS פיד שלנו:https://www.omnycontent.com/.../f059ccb3-e0c5.../podcast.rssSee omnystudio.com/listener for privacy information.

Explore the transformative power of retail media networks in this insightful episode of Rethink Retail with Kathryn Mazza, SVP at Hy-Vee RedMedia, and Melissa Minkow, Director of Retail Strategy at CI&T. Kathryn shares her extensive experience, illustrating how these networks enhance customer connections and support strategic advertising. The discussion also delves into Verint's innovative tools like Retail Choreography and Voice of the Customer, showcasing how to harness omnichannel feedback to optimize customer experiences. This episode is packed with expert insights on using technology to adapt to consumer expectations and refine retail strategies. Tune in to learn how to implement these advanced tools in your retail operations.

Dave Singer is Verint's Global Vice President, Go-To-Market Strategy. Singer is responsible for driving the GTM strategy for Verint's Workforce Engagement solutions, and the Verint industry leading Open CCaaS Platform. The strategy is based on developing innovative messaging and offerings both partner and direct that drive customer centric differentiation and aligned value with both customer needs and expectations.   Singer joined Verint in 2002 and has held a variety of roles in Verint including Director of Solution Consultants, RVP of Solution Principles, and most recently RVP, Presales, focusing on Solution Consulting and Innovation. Prior to Verint, Dave was a Principal at eLoyalty and a Software Architect at IBM.   Questions We always like to give our guests an opportunity to share in their own words a little bit about your journey, how it is that you got from where you were to where you are today? What is Verint? And what does Verint do? What would you say are maybe two or three overarching themes or pain points that your customers predominantly have challenges with as it relates to closing that customer engagement gap? What do you think are maybe two things if your clients came to you and asked where do you think we need to be putting our focus for 2024 to kind of set ourselves apart from the competition and really be able to supersede our customers' expectations?” What would those two things be based on your experience, as well as maybe what the data is actually telling you? Could you also share with our audience what's the one online resource, tool, website or app that you absolutely can't live without In your business? Can you also share with us maybe one or two books that you've read that has had a great impact on you? It could be a book that you read recently, or even one that you read a very long time ago, but it has had a great impact on you. Can you also share with our listeners what's the one thing that's going on in your life right now that you're really excited about? Either something you're working on to develop yourself or your people. Where can listeners find you online? Now, before we wrap our episodes, we always like to ask our guests, do you have a quote or saying that during times of adversity or challenge, you will tend to revert to this quote if for any reason you get derailed or you get off track? The quote kind of helps to get you back on track. Do you have one of those? Highlights Dave's Journey  Me: I know we read a little bit about your background in the bio that I just read. But we always like to give our guests an opportunity to share in their own words a little bit about your journey, how it is that you got from where you were to where you are today?   Dave shared that he'll go to beginning to now, the opposite order of the quick CV Yanique read. So, as was said, he started out life as a Software Engineer and after a little while, he realized he could have more impact on more customers and more people if he moved from just building one piece of code to consulting with organization, how do you use technology to improve their customer service and improve their operations.  He did that for a while, then he moved over to Verint and he really felt that Verint had a great set of applications and tools to do exactly that. And so, moved through there, again, continue to help customers deliver better experiences, their (Verint) customers better experiences for their customers and their employees. And his move to go to market strategy a few years ago, it was really a great opportunity for him to be able to, again, step back from looking at individual brands or individual opportunities and look at more holistically, how can Verint help all brands, how can Verint help all of their customers really help deliver better customer service, better agents, and employee experiences, and without sounding too, too corny, but really, really help people.    What is Verint and What Do You Do? Me: Now, could you also tell our listeners, what is Verint? And what does Verint do?   Dave shared that Verint is the customer engagement company, and they're focused on helping brands elevate customer experience while also reducing costs and improving efficiency. So, the core problem in the market they set out to solve is something they call The Engagement Capacity Gap. So, if you think about it, customers, consumers, their expectations are going up and up and up and up all the time as there are more channels, more modalities, more ways that consumers can interact with brands, their expectations, the number of contacts go up, and their expectations go up.  One of the things he thinks is really interesting is that people are now expecting online speed of service in the real world. So an example he uses a lot is, it's different on the experience, if you go to a store, you see something you like maybe it's the colour you want is out of stock, or the price is too high. So you can scan it on your phone, and have it delivered for an online retailer before you get home.  So, that kind of intersection of the real world and the digital world drives incredible expectations increase. And the problem brands have is that they have relatively flat budgets and resources to meet these expectations, that's incredibly hard.  So, what Verint does is delivers they call “CX Automation Capabilities or Customer Experience Automation”, ways they can help the employees of brands meet these expectations without having to do exponential increases in hiring. So, what they do is they help their customers engage better with their consumers to meet their expectations in the most efficient and productive and deliver great experiences across the board.   Overarching Themes or Pain Points that Your Customers Have Challenges With  Me: Based on your experience, Dave, in the customer engagement space and the different customers that you work with, what would you say are maybe two or three overarching themes or pain points that your customers predominantly have challenges with as it relates to closing that engagement gap?   Dave shared that he looks at from one pain point any two dimensions. One is, from the customer perspective, it's interesting, the common belief used to be channel switching is bad, you should deal with customers and solve their problem with a channel they first reach out on. But that's changing, customers and consumers want to change channels at their own direction, right. So, you may start with an email then flip to chat, then call in, then follow up of an email, that's fine, that's how consumers want to interact, especially since all of those channels now land on your smartphone, it's not like you're moving to a different device per channel.  And that creates a real challenge for brands to be able to manage all these channels in a completely seamless way so that customers aren't repeating themselves every time they connect. And then on the flip side, the challenge for employees is, theme probably come up a few times here is great employee experiences are necessary for great customer experiences.  If your employees are disengaged and stressed out and don't have the tools they need, then they're poor experience is going to just seem is going to translate to poor customer experiences.  So, he thinks brands really struggle with how do you manage the customer need for seamless interaction and continuity of interaction across channels, while also providing the engagement, the tools and the experiences for their employees that allow them to deliver great experiences to customers when they interact.    Things an Organization Needs to Focus on to Set Themselves Apart From the Competition and Supersede Their Customers' Expectations  Me: Now Dave, we are basically closing out 2023 and we're embarking on a new calendar year, lots of things happening across different industries throughout the globe. What do you think are maybe two things if your clients came to you and said, “Dave, as the subject matter expert in this area, where do you think we need to be putting our focus for 2024 to kind of set ourselves apart from the competition and really be able to supersede our customers' expectations?” “What would those two things be based on your experience, as well as maybe what the data is actually telling you?”   Dave shared that there's a couple of things, they're both related. He would classify 2023 as the year of experimenting with AI, Gen AI and Chat GPT, and Open AI, all that really hit the world in a big way, Novemberish of 2022.  And through this year, a lot of brands are experimenting with how do we use this to deliver better content, deliver better answers, support our customers better, but it's very much been a year of experimentation.  He thinks 2024 is the year where that has to get operationalized. Brands need to look at, “Okay, we've experimented with this for year, we've done some trials, next year is the year to make that drive value for us.” is one thing.  The second thing, he thinks this is really important. And this is core to the ethos of a Verin is think about employee and human augmentation, not replacement. So, for a long time, there's been this belief or this talk track that, “Hey, if we get the right Chatbots and the right RPA and the right tech in place, we won't need people anymore, we can automate that away.” And he doesn't believe the data shows us, that's not the case. There are things that humans are better at than machines, at a certain level of complexity and value and emotional importance, humans want to speak to humans. So, he thinks the focus of AI and automation, and we're very focused is our delivery of CX automation is really around human augmentation, because that gives the employees the power and the great experience that lets them help customers in a better way. So, 2024 is going to be the year of getting value from AI versus experimenting and pivoting from human replacement to human augmentation with CX automation.   App, Website or Tool that Dave Absolutely Can't Live Without in His Business When asked about online resource that he can't live without in his business, Dave shared that there is so many, for them he'd say broadly it's access to knowledge that comes in a few different ways.  So, it's the ability to do research on the internet in general and is to get access to broad information. And he thinks right now, looking at some of the Gen AI and the rag tools that let us turn that information into knowledge to get answers faster.   So really, for him, it's all about getting to answers, so any of the any of the online tools that allows for knowledge retrieval quickly. And again, we have knowledge management solutions and wiki solutions, things like that. But to him, it's all about access to knowledge and answers quickly.   Books that Have Had the Biggest Impact on Dave When asked about books that have had a great impact, Dave shared that Outside In: The Power of Putting Customers at the Center of Your Business by Harley Manning is a great book, it's a classic that always reminds us to focus, look at things from the customer perspective, and design our solutions and our tools, our processes, from the point of view of the customer, not the point of view of what we as a company, or we as a brand want to do. That's one of being pivotal in how he thinks about things.  Another one that he thinks is great just from a business strategy book is What Got You Here Won't Get You There: How Successful People Become Even More Successful by Marshall Goldsmith. So again, it reminds us that things change, that things change increasingly quickly. So, we always have to be evaluating our strategies and our approaches and our solutions to adapt to where we are right now and where we want to get to.  And just because a pattern worked for us last year, doesn't mean it's going to work this year, doesn't mean throw it away. But you just can't have that assumption that doing the same thing over and over again, is going to keep having the same results going forward.  So, he would just look at those two and ones he read both a while ago, but come back to all the time, the focus on customer perspective first and always evaluate are your strategies effective right now? Not were they effective last year is really important.   What Dave is Really Excited About Now! When asked about something that he's really excited about, Dave stated that first he's going to share something completely unbusiness related, personal that he's excited about that he'll bring it back. So, his daughter just started college this year and he's really excited to watch that process of her learning and growing and moving from a kid in high school to a to a young woman in college and getting ready to meet the world. So, he thinks it's first aside from the fact he's just so proud of her, it's just really exciting to watch and remember what that development looks like and feels like and how to take that forward.  The other thing if anyone has seen him on video sometimes, his office, he has martial arts weapons all over his office, he's been training that for a while. He's currently training for his next rank, which is exciting for him personally. But one of the core concepts in martial arts is something called beginner's mind, which says no matter how advanced or experienced you get, you can never forget that you're always the beginner at something. There's always more to learn about the basics. And every time he looks at training for a level or a promotion, it reminds him when he comes back to work that, “Hey, I always have more to learn, right. There's always something to pick up from even things I've done 1000 times.” So again, he thinks that's a really important mindset going forward. And it's something he reinforced with his teams all the time is, just because you think you know, doesn't mean you know.  Just because you're good at something doesn't mean you couldn't be better. Just because someone does something differently in the way you do it doesn't mean it's worse, it just means it's different, it's something to learn from that. So, he thinks bringing that concept of beginner's mind back and keeping that, it keeps you humble, and keeps you open to getting better every day.   Me: Yeah, those are really good points. Awesome.   Where Can We Find Dave Online Website - www.verint.com LinkedIn - https://www.linkedin.com/company/verint X - @Verint Facebook - https://www.facebook.com/verint LinkedIn – David Singer   Quote or Saying that During Times of Adversity Dave Uses  When asked about a quote or saying that he tends to revert to, Dave shared that it's not so much a quote but he just believe there's always a path forward. “And just because you don't see the path in front of you right this second, doesn't mean it's not there.” So, for him, when things get tough, he just remember that just because he doesn't see the path right now, doesn't mean if he doesn't take two steps forward, he's going to break through the trees, it's going to be right there. So, holding on to that fact is how he gets through adversity or when times maybe aren't turning the way he thinks they are.   Me: So, there's always a path forward. Alright, thank you so much for sharing Dave. Well, Dave, just wanted to say thank you very much for taking time out of your very busy schedule, and hopping on our podcast and sharing a little bit about your journey, as well as what you do at Verint and the great value that Verint is bringing as it relates to customer engagement and closing that gap for the many different organizations and customers that you work with. And also some of the things that organizations should try to focus on for 2024 as we really try to utilize all of the different knowledge sources, and technology opportunities that have been presented to us in a way that really helps to exceed the customers' expectations and even give them what they need or want before they even know that they need it or want it, so really enjoyed the conversation and I just want to express our deepest gratitude to you.   Please connect with us on Twitter @navigatingcx and also join our Private Facebook Community – Navigating the Customer Experience and listen to our FB Lives weekly with a new guest   Links •     Outside In: The Power of Putting Customers at the Center of Your Business by Harley Manning •     What Got You Here Won't Get You There: How Successful People Become Even More Successful by Marshall Goldsmith   The ABC's of a Fantastic Customer Experience Grab the Freebie on Our Website – TOP 10 Online Business Resources for Small Business Owners  Do you want to pivot your online customer experience and build loyalty - get a copy of “The ABC's of a Fantastic Customer Experience.” The ABC's of a Fantastic Customer Experience provides 26 easy to follow steps and techniques that helps your business to achieve success and build brand loyalty. This Guide to Limitless, Happy and Loyal Customers will help you to strengthen your service delivery, enhance your knowledge and appreciation of the customer experience and provide tips and practical strategies that you can start implementing immediately! This book will develop your customer service skills and sharpen your attention to detail when serving others. Master your customer experience and develop those knock your socks off techniques that will lead to lifetime customers. Your customers will only want to work with your business and it will be your brand differentiator. It will lead to recruiters to seek you out by providing practical examples on how to deliver a winning customer service experience!

This week on episode 348 we interviewed Frank Schneider, Vice President, AI Evangelist at Verint, Mark Minevich, Chief Digital AI Strategist, Global Social Innovation Technology Executive & Chair, UN Advisor, Private Investor and Author Columnist and W. Russell Neuman, Author of Evolutionary Intelligence: How Technology Will Make Us Smarter, founding faculty of the MIT Media Lab, and former Senior Policy Analyst in the White House Office of Science and Technology Policy. DisrupTV is a weekly podcast with hosts R “Ray” Wang and Vala Afshar. The show airs live at 11:00 a.m. PT/ 2:00 p.m. ET every Friday. Brought to you by Constellation Executive Network: constellationr.com/CEN.

With over 30 years experience spanning various industries from manufacturing to high tech, Henri Ward's background is very deeply rooted in growing domestic and global businesses. Ward is currently Chief Operating Officer at B-Direct, the nation's first corporate board preparedness and board placement company singularly focused on preparing and placing US Black executives and Black entrepreneurs on paid corporate boards on the African continent.Prior to B-Direct Ward served as General Manager, Vertical Markets at Fiserv Inc., where he held overall responsibility for the financial, operational and technical performance of a $100M technology business providing Software-as-a-Service across multiple vertical markets. Ward also served as Head of Product Management, Global Consumer Solutions at Equifax Inc., where he led revenue generation, new product development and product & platform life cycle management for the $400M Software-as-a-Service business unit.As Global Vice President, Verint Systems Inc. Ward served as P&L leader of Verint's $700M Software-as-a-Service Enterprise Intelligence business. His professional career also includes McKesson Corporation where he served as Director, Product Management and Business Unit Strategy Leader. Ward's earlier career encompasses leadership roles at US Bank as well as 17 years at General Electric Co. in various roles of increasing responsibility. Ward holds a BSBA in Information Systems from Xavier University, Cincinnati, OH and a Lean Six Sigma, Black Belt certification from General Electric Co. Ward is also a member of the Private Directors Association, a national organization whose mission is to connect board-ready executives and corporate board members with Private Equity, Venture Capitalist and privately held companies for corporate board consideration. Ward and wife Antoinette (Toni) live in the metro Atlanta area.

What a wild year it's been in AI. Every second minute, there's a news story. If it's not Open AI burning down, then reassembling, it's more funding, more breakthroughs, more products and more capabilities. Businesses across the world have finally woken up to the disruptive potential of AI, but what are they doing about it?I'm joined by Frank Schneider, AI Evangelist, Verint, to run through some of the highlights of the year, appraise the AI Naughty and Nice List and discuss the past, present and future potential of AI in the enterprise as we swing towards 2024. Hosted on Acast. See acast.com/privacy for more information.

This week, I have a special five-part podcast series sponsored by Verint on the Future of Communication in Financial Compliance. My guest in this series is Phil Fry, VP and GTM of Financial Compliance Strategy at Verint. Over this series, we will take a deep dive into the current status of communications in financial institutions, how to be or not be compliant, analysis and insight into the area, and how to avoid accentuating the negative and the human element in compliance. In this fifth and final podcast, we look down the road of financial institution communications compliance. Phil Fry, the VP and General Manager of Financial Compliance Strategies at Verint, brings over forty years of experience in the financial compliance industry and a deep understanding of the challenges financial firms face in adhering to regulations amidst evolving communication modes. He has a rich background in supporting a global trading floor, giving him a unique perspective on data loss and compliance challenges. His perspective on “human-centric compliance in the era of AI and digitalization” is shaped by his belief in focusing on individuals and their communications rather than separate communication tools. He advocates for strategic alignment between vendors, compliance teams, and technology, emphasizing the need for data completeness, integrity, and control in compliance communications platforms. Fry sees the potential of generative AI and machine learning in simplifying compliance processes but also acknowledges the complexity of managing and monitoring policies in the digital age. Join Tom Fox and Phil Fry as they delve deeper into these topics on this final episode of the Future of Communication podcast. Key Highlights: The Importance of Individual Communication in Compliance Creating a Sustainable Compliance Environment with Technology Leveraging Technology for Streamlined Compliance Resources: Phil Fry on LinkedIn For More Information check out Verint.

This week, I have a special five-part podcast series sponsored by Verint on the Future of Communication in Financial Compliance. My guest in this series is Phil Fry, VP and GTM of Financial Compliance Strategy at Verint. Over this series, we will take a deep dive into the current status of communications in financial institutions, how to be or not be compliant, analysis and insight into the area, and how to avoid accentuating the negative and the human element in compliance. In this fourth podcast, we ask if you must accentuate the negative. Phil Fry, the VP and General Manager of Financial Compliance Strategies at Verint, brings over forty years of experience in the financial compliance industry and a deep understanding of the challenges financial firms face in adhering to regulations amidst evolving communication modes. He specializes in the voice regulatory compliance capture world, particularly emphasizing the financial industry. He firmly believes in the importance of data quality in financial industry compliance, stressing the need to capture and record all trade-related communications, regardless of the time, place, or platform they occur on. Fry argues that incomplete or missing data can hinder compliance efforts and investigations and that it is crucial to identify and categorize any gaps in the data to reduce false positives and improve trade surveillance. He also discusses the importance of linking conversations to gain insights into communication patterns and improve investigations. His extensive experience in the field shapes Fry's perspective, and he is dedicated to solving legacy issues related to third-party identification and linking conversations together for improved investigations. Join Tom Fox and Phil Fry on this episode of the Future of Communications podcast as they delve deeper into the importance of data quality in financial industry compliance. Key Highlights: Data Gaps and Communication Patterns in Finance Biometric Speaker Detection and Analysis Data Quality: The Key to Reliable Analysis Resources: Phil Fry on LinkedIn For More Information check out Verint.

This week, I have a special five-part podcast series sponsored by Verint on the Future of Communication in Financial Compliance. My guest in this series is Phil Fry, VP and GTM of Financial Compliance Strategy at Verint. Over this series, we will take a deep dive into the current status of communications in financial institutions, how to be or not be compliant, analysis and insight into the area, and how to avoid accentuating the negative and the human element in compliance. In this third podcast, we take a deep dive into data analysis and insights. Phil Fry, the VP and General Manager of Financial Compliance Strategies at Verint, brings over forty years of experience in the financial compliance industry and a deep understanding of the challenges financial firms face in adhering to regulations amidst evolving communication modes. He specializes in enhancing surveillance systems through data analysis and risk management. His perspective on this topic is shaped by his commitment to bridging the gap between what is captured and what is perceived to be captured, with a focus on proactive compliance. Fry believes that surveillance teams can make proactive and smarter decisions by utilizing early analytics and risk analysis on captured data, focusing on high-risk conversations. He also emphasizes incorporating additional metadata points, such as time, geography, and communication patterns, to enhance surveillance capabilities. Fry's initiatives, which include plans to add emotion detection and real-time call translation capabilities, aim to provide valuable data and insights to various corporate disciplines. Join Tom Fox and Phil Fry on this episode of the Future of Communications podcast to learn more about his innovative approach to improving surveillance systems. Key Highlights: Bridging the Gap: Pre-surveillance Insights Improving Surveillance Efficiency through Data Analysis Uncovering Valuable Intelligence from Spoken Interactions Resources: Phil Fry on LinkedIn For More Information check out Verint.

This week, I have a special five-part podcast series sponsored by Verint on the Future of Communication in Financial Compliance. My guest in this series is Phil Fry, VP and GTM of Financial Compliance Strategy at Verint. Over this series, we will take a deep dive into the current status of communications in financial institutions, how to be or not be compliant, analysis and insight into the area, and how to avoid accentuating the negative and the human element in compliance. In this second podcast, we consider how to be compliant. Phil Fry, the VP and General Manager of Financial Compliance Strategies at Verint, brings over forty years of experience in the financial compliance industry and a deep understanding of the challenges financial firms face in adhering to regulations amidst evolving communication modes. He believes the shift towards these models has increased the need for digital compliance solutions, as communication and collaboration have become predominantly digital. Fry emphasizes the importance of capturing data from Unified Communications (UC) tools and enhancing them with AI-based features to support businesses in maintaining compliance. He introduces the concept of “human compliance,” which involves monitoring a regulated user's interactions across channels and locations to prevent misconduct. Fry's perspective is shaped by his experience at Verint, where he saw the company's investment in AI technology to enhance compliance features. Join Tom Fox and Phil Fry on this episode of the Future of Communications podcast to learn more about the need for comprehensive and proactive digital compliance solutions in the context of hybrid work models. Key Highlights: The Impact of Hybrid Working on Business and Compliance Revolutionizing Communication Capture in the Digital Age Verint's Comprehensive Financial Markets Website Resources: Phil Fry on LinkedIn For More Information check out Verint.

This week, I have a special five-part podcast series sponsored by Verint on the Future of Communication in Financial Compliance. My guest in this series is Phil Fry, VP and GTM of Financial Compliance Strategy at Verint. Over this series, we will take a deep dive into the current status of communications in financial institutions, how to be or not be compliant, analysis and insight into the area, and how to avoid accentuating the negative and the human element in compliance. This first podcast considers the current communications status in financial institutions. Phil Fry, the VP and General Manager of Financial Compliance Strategies at Verint, brings over forty years of experience in the financial compliance industry and a deep understanding of the challenges financial firms face in adhering to regulations amidst evolving communication modes. Fry's perspective on “adapting financial compliance solutions to evolving communication modes” is shaped by the significant transformations in the financial compliance environment due to factors such as COVID, hybrid working, and the adoption of Generative AI. Fry acknowledges the complexities of using different communication modes and the increasing challenges for compliance solutions to keep pace. Phil emphasizes the need for a holistic compliance solution to capture the entire communications environment and highlights Verint's pioneering efforts in utilizing generative AI-driven transcription, communications, pre-surveillance, and speech analytics capabilities. Join Tom Fox and Phil Fry on this episode of the Future of Communication podcast as they delve deeper into this topic. Key Highlights: Transforming Financial Compliance in the Digital Age Verint's Holistic Compliance Solution for Financial Institutions Regulatory Fines and Compliance Solutions Resources: Phil Fry on LinkedIn For More Information check out Verint.

In this episode of Enterprising Insights, Sherril Hanson, Senior Analyst at The Futurum Group, joins host Keith Kirkpatrick, Research Director, Enterprise Applications, at The Futurum Group, for a conversation about leveraging technology platforms to deliver excellent customer experiences, focusing specifically on contact center as-a-service offerings, the importance of omnichannel engagement capabilities, mobile applications, and generative AI. We'll also cover some recent news and newsmakers in the customer experience software market. Finally, we'll close out the show with our “Rant or Rave” segment, where we pick one item in the market, and we'll either champion or criticize it. You can watch the video here and subscribe to our YouTube channel if you've not yet done so.

In this episode, we take on questions such as how do hallucinations in AI impact the CX space? Are developers still necessary in the age of AI and what advice Verint would offer to companies investigating AI for their customer experience projects.Jaime Meritt serves as Verint's Chief Product Officer. Jaime joined Verint in 2015 and is a key player in defining the company's product and technology strategy, and a driving force for cloud and AI initiatives.You can follow Jaime's on LinkedIn at: https://www.linkedin.com/in/jaime-meritt-90aa19/You can follow Maribel  at: http://twitter.com/MaribelLopez and https://www.linkedin.com/in/maribellopez/

En la conversación de hoy hablamos con Celia Fleischaker CMO de Verint. Una empresa que ayuda a las comunidades de diferentes marcas a mantener conversaciones fluidas gracias a canales digitales y mensajería privada.Por eso en el episodio de hoy hablamos sobre como Cecilia creó estrategias de branding y branding cuando la marca más lo necesitaba.Además de la importancia de escuchar a nuestros clientes y hablamos sobre el futuro de la inteligencia artificial en los equipos de trabajo.Denle play ya a este episodio!Accede a CMO LATAM TOOLKIT, una página con recursos pensados para que conozcas las nuevas tendencias del marketing y lleves tus campañas al siguiente nivel.Entra a https://hubs.la/Q01YHvZQ0 y prepárate para transformar tu estrategia en una experiencia inigualable.

In this week's episode, Dustin is joined by Carrina Ekvall, who is the Director of Marketing at Verint. They have a chat about Carrina's experiences working at big companies and how she works with different teams. She talks about the importance of managing projects and staying focused, especially in the marketing field. Carrina also emphasizes the need for good communication among coworkers to get the best results. You can reach out to Carrina via her Linkedin profile if you have any questions or insights on the topics discussed today, and learn more about Verint at their website.

This week on DisrupTV, we interviewed Cathy Hackl, Chief Metaverse Officer & Founder at Journey and Founder of VerseLuxe, Celia Fleischaker, CMO of Verint and Aliza Licht, award-winning marketer, mentor, bestselling author, podcaster, personal branding expert, and the founder of LEAVE YOUR MARK, a multimedia brand and consultancy. DisrupTV is a weekly Web series with hosts R “Ray” Wang and Vala Afshar. The show airs live at 11:00 a.m. PT/ 2:00 p.m. ET every Friday. Brought to you by Constellation Executive Network: constellationr.com/CEN.

Don't miss today's episode featuring Jason Lowe, Telarus Solution Architect for Contact Center. Join in as he discusses a key contact center product some companies just can not do without, which is Work Force Management (WFM). He talks about why they need it, how to overcome objections, and most importantly, how to help your contact center customers see the ROI on it! Transcript of episode can be found below. Josh Lupresto (00:01): Welcome to the podcast that is designed to fuel your success in selling technology solutions. I'm your host, Josh Lupresto, SVP of Sales Engineering at Telarus. And this is Next Level BizTech, everybody. Welcome back. We are here to talk about contact center workforce management, and we're gonna talk about why that is so important. But before we get to breaking that down, what it is, why it matters, why you care, I'd like to welcome in Mr. Jason Lowe also goes by the name of J Lo into the studio today. Jason Lowe (00:33): Thank you for having me, Josh. Happy to be here. Josh Lupresto (00:36): So J lo I want to talk about your background. Part of my favorite you know, thing of doing this is really learning where everybody came from, right? Did you used to cut grass and then you decided you want to get into tech? You know, where, where did you start? What's your background? How did you get here? And give us the story, Jason Lowe (00:53): Man. So I, I, I've always been into technology. My parents got an Atari, which I loved, and then we got an Apple to see computer, and they sent me to a computer camp and did all of these things. But when I, quite frankly, when I got to high school and I didn't want to go to my other classes, I would go and hang out in the computer lab. And the person that ran the computer lab was very nice and knew that if I wasn't there helping her with the computer lab, that I would probably be at, you know, the 7-Eleven on the corner or something like that. So she let me go ahead and, and spend as much time there. And so I got to spend time networking computers together and setting up software. And then I got a job right outta high school doing the same stuff, and it eventually led to writing code and doing some of the really super cool, crazy techy things. But then I was tired of not having a degree. So I went back to school, got my bachelor's, and ironically right after I got my bachelor's, I'm looking around for a job, any job whatsoever. Mm-Hmm. . And I ran into this fine gentleman by the name of Darren Solomon, who at the time was a recruiter for a little company called U C N. Ah, Josh Lupresto (02:07): Yes. Jason Lowe (02:07): Yes. And he is now at Verint, by the way. But he he and I bonded and he tried to shoehorn me into like three or four other different positions. And I finally got in as a technical trainer at U cn. And so that's how my technology, at least in the software as a service space career kind of got started. But yeah, previously everything from, you know, writing code to networking and computer maintenance to software installations. Josh Lupresto (02:34): I love it. I, I love it too, because it all translates, right? I mean, you know, I, I never thought when I was going to school that I would need to know what the OSI model was and understanding all these different layers, but, you know, you have these core things that you have that you're taught that it always kind of comes back to, regardless of if, if you, you know, we, we talk about this of the things that we went to school for, are we doing those now? Right. That's a whole nother podcast on its own. But I think that core you know, that troubleshooting, plugging it together, right? You just, you're starting to learn what you like, right? So it, it's been awesome to kind of see that progression and then, you know, turned into inContact and then there, I believe there's some product experience in there.

In 2021, a lengthy analysis was published by a now-defunct online news outlet concluding that cultivating animal cells at commercial meat industry scale was simply a pipedream. Josh March didn't really disagree. But he thought if you could bioengineer the animal cells to get more comfortable at production scale, and add those finished cells into otherwise plant-based meats, you could both commercialize meat cultivation and make animal-free burgers taste even better. Not only did March persuade himself of it, but he persuaded investors, too. In 2022—a very difficult time for startups to raise VC cash—March's startup, SciFi Foods, raised $22 million to bioengineer better animal-free beef. Of course, many in the cultivated meat world shy away from talking about or practicing bioengineering for fear that it will turn consumers off. But not March. He's betting big that technologies like bioengineering and CRISPR are actually the only path to success in this field, so he's going all in.  In this interview, we talk all about Josh's story, including two previous startup acquisitions, his motivations for doing this work, and what he sees as the future of meat. Discussed in this episode Josh became interested in cultivated meat after reading The Singularity is Near and Player of Games We discuss the 2021 Counter story on cultivated meat's prospects Josh recommends reading How to Get Rich Paul recommends reading Tender is the Flesh Josh is currently reading Mythos Paul references Circe as a female-centered retelling of Greek mythology BTW, Josh is the author of Message Me: The Future of Customer Service in the Era of Social Messaging and Artificial Intelligence More about Josh March Joshua March is the co-founder & CEO of SCiFi Foods, on a mission to disrupt the $1.2T meat market by leveraging the power of genetic engineering to make cultivated meat (real meat grown from cells) a commercial reality. He was previously the Co-founder & CEO of Conversocial, a digital care platform for messaging that works with many of the biggest brands in the world (acquired by Verint).

In an uncertain economy and a seismic shift in ways of working, organizations are feeling the impact of the great resignation and “quiet quitting,” while individuals are reporting unprecedented rates of burnout. As leaders, how can we transform the workplace for the better?How do we create better workplaces where employees feel seen, heard, connected, engaged, and fulfilled? Where their purpose and passions are acknowledged and supported?In this episode, Keren Tsuk,  keynote speaker, consultant, and a thought leader in 21st-century leadership, shares that mindfulness is the key to transforming the workplace into a better space. She explains that mindfulness not only means to be fully present in the moment but also refers to being aware of the experiences we are going through.Listen to Episode 803 to learn more about mindful leadership!Other Resources Mentioned:Sanaya Roman's Living with Joy: Keys to Personal Power and Spiritual TransformationKeren Tsuk's Mindfully Wise Leadership: The Secret of Today's LeadersThriving Points:I found that mindfulness is a crucial element that we need to embrace nowadays in order to lead our companies and be on the cutting edge and engage our employees. - Keren Tsuk The coronavirus transformed not only global work but also workplaces and caused people to ask themselves tough questions, “Why do I want to invest my time? Why do I want to engage in this company?” - Keren Tsuk I needed to go through this transformative process myself in order to be able to help other people to connect to themselves. - Keren Tsuk Mindfulness actually helps us to manage [our emotions] and not be managed by our emotions. - Keren Tsuk Get to Know the Guest:Keren is a keynote speaker, consultant, and thought leader in 21st-century leadership, as well as the author of the book Mindfully Wise Leadership. She founded the consultancy Wisdom To Lead which specializes in the development of senior management teams and corporate leadership. Keren helps companies and teams reach their full potential using mindfulness techniques. Checkpoint, Earnix, Plarium, Verint, Amdocs, Ex Libris, Google, and Siemens are all companies Keren has worked with. As a keynote speaker on the topic of the relationship between mindfulness and leadership, she also speaks at conferences worldwide and in fortune 500 companies.About the Show:     Women Thriving in Business features candid unscripted conversations with entrepreneurs, business experts, authors, and academics aimed at contributing to business success. This weekly show provides interviews with business leaders who have built, grown, and are thriving in business. Nikki A. Rogers, host of the show, also discusses achievements, lessons learned, and advice for aspiring business owners to develop the mindset, strategies, and connections necessary to thrive in business. Whether you are just starting or you have been in business for decades, WTiB offers inspiration, strategies, and resources to help you THRIVE in business.Connect with Nikki:LinkedInInstagramYoutube

Abby chats with Carrina Ekvall, Head of Marketing at Verint Software. Carrina tells Abby about the engagement and workforce data management solutions Verint provides to companies, and offers valuable insights around building a strong customer experience.

The Internal Marketing Podcast is the unique podcast series that 'flips' the marketing conversation, from external to internal, sharing everything you need to know, to build the brand and drive growth, by engaging and empowering company employees to become advocates of the company brand. If you're not already subscribed to The Internal Marketing Podcast, then join the 'internal marketing tribe' and subscribe, leave a review and share the podcast with anyone in your network whom, you believe, will find it valuable. Thanks for listening! ABOUT CELIACelia Fleischaker is Chief Marketing Officer at Verint, a nearly $1 billion publicly traded provider of customer engagement software used by 85% of Fortune 100 companies and thousands of companies worldwide. Before joining Verint, Celia led the marketing organizations at high-growth enterprise software companies PROS and Epicor, experiencing both public and private equity ownership. Marketing is a passion that led to a 20+ year fulfilling career in B2B technology marketing.You can follow Celia on LinkedIn, via this link: https://www.linkedin.com/in/celiafleischaker/ ABOUT KERRY-ANN STIMPSON (The Internal Marketing Podcast's Producer and Host)Kerry-Ann is the Chief Marketing Officer (CMO) of the JMMB Group, a financial services group of companies, headquartered in Kingston, Jamaica, with operations across the Caribbean. She is also the producer and host of The Internal Marketing Podcast, a personal passion project that was borne out of her belief that a company's growth and marketing strategies can't succeed, unless company employees (its most powerful advocates) are authentically engaged and empowered to deliver on the brand promise and to become advocates of the company brand. You can follow and connect with Kerry-Ann on LinkedIn. ABOUT WORKSHOP  (The Internal Marketing Podcast's Season 3 Sponsor)Workshop is an internal marketing and employee communications platform for creating beautifully branded, employee-specific campaigns. It replaces any internal email tool that you have and integrates with the other communication channels your team uses the most (including Slack, SharePoint, and Microsoft Teams). Head over to useworkshop.com/marketing to get a ton of awesome (and FREE) content and resources about how you can create and implement internal marketing campaigns and employee advocacy programs for your company. Also, sign up for their Happy Monday Club newsletter here.

A software veteran of 25 years, Jonathan has held leadership positions in major US software companies, such as Aspect Software, Verint and NICE Systems. Jonathan co-founded OCX Cognition Inc., an AI platform focused on improving retention outcomes for large B2B companies. After selling part of his shareholding and maintaining a board position, Jonathan then founded Anthrolytics in 2021. Anthrolytics combines behavioural and data science to predict the next likely behaviour of employees or customers. Anthrolytics proprietary Predictive Behavioural Analytics SaaS platform allows major B2C and contact centre companies to predict customer churn and likely upsell. For employees, the platform predicts likely resignations, unplanned absence, and the drivers of the predicted behaviour. In addition to these activities, Jonathan is on the advisory boards of two other SaaS start-ups and occasionally lectures on go to market strategies for University of Buckingham.

Hey CX Nation,In this week's episode of The CXChronicles Podcast #185  we welcomed Celia Fleischaker, Chief Marketing Officer at Verint based in New York. Verint® helps the world's most iconic brands build enduring customer relationships by connecting work, data, and experiences across the enterprise. Verint helps its customers navigate and thrive as they adapt to the future of work, eliminate the inefficiencies created by organizational and data silos, and consistently deliver differentiated experiences at scale across every interaction.  In this episode, Celia and Adrian chat through how she has tackled The Four CX Pillars: Team,  Tools, Process & Feedback throughout her career + shares some of the tips & tricks that have worked for her across her own customer focused business leader journey.**Episode #185 Highlight Reel:**1. The role that marketing plays in building your customer experiences 2. Finding time to meet in person with your customers & team (outside of remote) 3. Understanding what content & campaigns your customers engage with4. Leveraging community to empower users + share tribal knowledge  5.  Why feedback is a gift that helps to drive growth & innovation  Huge thanks to Celia for coming on The CXChronicles Podcast and featuring her work and efforts in pushing the customer communication and success optimization space into the future.Click here to learn more about Celia FleischakerClick here to learn more about VerintIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review today. This is the easiest way that we can find new listeners, guests and future business leaders to join our customer focused community!And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" available on Amazon +  check out the CXChronicles Youtube channel to see all of our customer focused business leader video content + our past podcast episodes!Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your business make customer happiness a habit!Support the show

 Kristyn Emenecker is Playvox's Chief Product & Strategy Officer.Kristyn's role at Playvox is to lead product strategy and to create innovative and modern solutions that deliver increased, differentiated value to customers. Playvox is a contact center provider, serving more than 300 all-digital contact centers (text / chat / messaging only) as well as hundreds of businesses via voice solutions. Kristyn has been a leading voice in the customer experience and contact center industry for more than 20 years. She has honed her love for the customer in various senior leadership roles across SaaS product/ technology, operational, consulting, sales/marketing, and corporate strategy at companies including NICE inContact, Mercom, and TPG TeleManagement. Most recently she served as SVP Product Strategy for Verint, where she was responsible for product and go-to-market strategy globally for Verint's broad portfolio of 30+ customer engagement solutions. When she's not defining product strategy, she can be found whipping up something delicious in her kitchen or cheering on the Philadelphia Eagles.  Results from Playvox's most recent survey, which shows that despite continued pushes from managers to get agents back into an office, 55% said they'd look for another role if forced to return to an office setting.   https://www.playvox.com/ Where to find us:You can follow me on Twitter at http://twitter.com/MaribelLopez and LinkedIN at https://www.linkedin.com/in/maribellopez/You can followKristyn at Kristyn's LinkedIn page: https://www.linkedin.com/in/kemenecker/and her Twitter page: https://twitter.com/livineden

An Aberdeen Research report shows that improving operational efficiencies is now taking a back seat to customer experience in back-office operations. This should not be a surprise, especially in financial services. Companies that create greater synergies between service and back-office are more successful at transforming their back-office into a strategic differentiator supporting their CX objectives. The question is, where do you start? I am excited to have Nicole Nevulis, Global Senior Director at Verint on the Banking Transformed podcast today. Nicole shares how banks and credit unions can transform the back-office to become a competitive differentiator for long-term customer service success. This episode of Banking Transformed is sponsored by Verint Verint® helps the world's most iconic brands build enduring customer relationships by connecting work, data and experiences across the enterprise. We help financial institutions eliminate inefficiencies created by organizational and data silos and consistently deliver differentiated experiences at scale across every interaction. With Verint, brands can create One Workforce to best leverage their resources to deliver exceptional customer engagement. For more information visit https://www.verint.com/back-office-workforce-management/?redirect-rule=

Ajay and Vincent chat with Carrina Ekvall, Marketing Director at Verint. She talks about how different channels' successes vary, depending on clients and when they are ready to buy, and how in-person events have been a winning tactic lately. Ajay has his first fantasy football win, and Vincent wants to know where the real Ajay is.

How Verint CEO Dan Bodner (VRNT) is harnessing artificial intelligence and digital technology to try to improve customer experience and its chat bots. Constellation Energy (CEG) may see a boost from the climate bill. Tyson Foods (TSN) finds benefits in cheap meat. Palantir Technologies (PLTR) leaves us wondering what would be left of the company without its lucrative government contracts. The Drill Down with Cory Johnson offers a regular look at the business stories behind stocks on the move. Learn more about your ad choices. Visit megaphone.fm/adchoices

We're firing up the Monday machine as we examine the findings of a recent retail report on the more complex journey of the Millennial buyer. We also cover earnings reports and comments from chip manufacturers and electronics retails which look to be signaling the end of the chip shortage. We also talk about what's going down in Philadelphia, PA tomorrow. Millennials follow a more complex path to purchase Verint Experience Index for Retail Report 2022, (ranks the omnichannel experiences of the top 25 largest retailers in the U.S. based on revenue) fewer than 36% of surveyed Gen Z and millennial consumers under 40 prefer to visit stores when interacting with retailers, compared to more than two-thirds of surveyed boomer shoppers 57 and older.Over 75% of these respondents using at least one other digital resource – ratings websites, influencers, and social media – to inform purchasing decisionOver 51% place high value in ‘click and collect' at an actual retail location as only 28% make purchased via the retailers websiteJenni Palocsik, VP, marketing insights, experience and enablement for Verint says,  ““Gen Z are by no means the only demographic that brands should focus on to adapt and enhance the customer journey, but since they are most likely to engage digitally, seamless experiences are the biggest drivers of better customer satisfaction, NPS and repeat business.”Take away: Prioritize the Gen Z experience the standard and everyone else will love it tooSome chip makers are signaling the end of the chip boomAccording to the Philadelphia Semiconductor Index, which tracks major global chipmakers like Intel Corporation, Qualcomm, ASML Holding, and Nvidia Corporation, as well as TSMC, rose by 1.9%.On an earnings call, warnings were issued by TSMC, Taiwan Semiconductor Manufacturing Company, that stockpiling by manufacturers in the early days of the pandemic are likely to cause a reduction of orders as chip inventories are pared downIntel CFO David Zinsner, mirrors this sentiment, projects lower Q3 revenueAcer CEO Jason Chen says “the situation has changed” regarding the chip shortage and is getting sales calls again, asking him to buy more chipsTSMC reducing capital expenditures and pushing orders for chip manufacturing equipmentConsumer electronic demand is waning, however, demand for cars remains strongCrypto crash may also be helping the chip situationTake away: Chip shortage days coming soon to the history books, inventory not far behind, now we'll get to see who was doing the work in the off seasonGet the Daily Push Back email at https://www.asotu.com/Rock with us LIVE at ASOTU CON! Tickets: https://www.asotucon.comJOIN the conversation on LinkedIn at: https://www.linkedin.com/company/asotu/Read our most recent email at: https://www.asotu.com/media/push-back-emailShare your positive dealer stories: https://www.asotu.com/positivityASOTU Instagram: https://www.instagram.com/automotivestateoftheunion

Shane Mac is particularly proud of one of the several successful companies he co-founded in the last 10 years: Squared Away. Co-founded with his former assistant without venture funding, Squared Away connects military spouses with quality remote employment opportunities.  In addition to Squared Away, Shane is the co-founder and President of XMTP, founder and General Partner of Logos Labs, and a passionate writer and musician. He also co-founded and served as CEO of Assist, which was acquired by Verint after merging with Conversocial. In this episode, Shane provides insight into his impressive trajectory, beginning with crucial advice he received from his brother during his senior year of high school. He discusses the additional influential figures who have helped shape his path and what they have accomplished together by embracing curiosity and communication. Shane opens up about managing anxiety and sobriety while discussing relocating from San Francisco to Nashville, and his exciting ideas for the “switchboard” city. Later in the episode, Shane talks Eric through his current projects, including a glimpse into his ready-to-launch XMTP, a new communication protocol for Web3, which, if all goes well, will be virtually invisible. (1:44) – Following his curiosity (4:55) – A brother's impact (6:21) – Baseball (8:09) – Finding music (12:32) – Exploring e-commerce (15:00) – Microblogging (17:25) – Developing Assist (23:33) – Examining company culture (28:03) – Squared Away (35:12) – Escaping San Francisco for Nashville (37:01) – Dealing with anxiety (40:24) – Designing the perfect day (43:50) – Cauliflower gnocchi and Taco Bell (47:05) – XMTP (57:44) – Logos Labs Eric Satz—entrepreneur, serial investor, lover of hot peppers— is the founder and CEO of Alto. The idea behind Alto was born out of a problem. Eric found a clear need to give people more control over their investments (and investment opportunities) in a simple, streamlined way and created Alto to make these opportunities available to all investors, not just the ultra-wealthy or institutional investors.  If you'd like to receive new episodes as they're published, please subscribe to The Altogether Show with Eric Satz in Apple Podcasts, Google Podcasts, Spotify, or wherever you get your podcasts. If you enjoyed this episode, please consider leaving a review in Apple Podcasts or Spotify. It helps others find the show. Podcast episode production by Dante32.

In this episode of Revenue Rehab, Brandi Starr is joined by Yushau Sodiq Vice President of Verint. Yushau is a marketing executive with over 20 years of experience in all things marketing, including digital, product, and operations, his career spans Fortune 500, consulting, and start-ups working with some of the world's largest brands, like Behr Paint, Dell, and Coca-Cola. He's also co-host of the popular Podcast 'F the Joneses', with his Physician and Life Coaching wife, Dr. Diana. In this episode, Yushau shares some key insights into how and why we should shift from the linear imagery of the traditional marketing ‘funnel'. Yushau and Brandi also discuss the shifting Buyer Journey, how CMOs can address it and the critical role data plays in that journey. We're taking on Perfecting the Customer Experience; from the Buyer Journey as an infinite loop, to key take-aways from Revenue Takeover, to why data matters, you're invited to get settled on the sofa for an insightful and informative discussion in this latest episode of Revenue Rehab. Links: Get in touch with Yushau Sodiq on LinkedIn or Twitter Listen to Yushau Sodiq and Dr. Diana's podcast F the Jones available on all platforms And check out Yushau's comedy (Yoshee) on TikTok For more information about ‘CMO to CRO: The Revenue Takeover By The Next Generation Executive' book check out the website here Subscribe, listen, and rate/review Revenue Rehab Podcast on Apple Podcasts, Spotify, Google Podcasts , Amazon Music, or iHeart Radio and find more episodes on our website RevenueRehab.live.

Verint  is an expert in the Voice of Customer and have been for over 25 years. Their Verint on the Engagement Capacity Gap  report is essential reading for experience professionals today. Fleischaker emphasizes the critical nature of ensuring that you don't overlook Voice of Customer data, which is crucial part, so you can optimize the relevance of the insights you get from it. Key Ideas to Improve your Customer Experience Here are a few key moments in the discussion: 03:59  08:07   12:51   20:04   21:57  25:02   Verint sponsors this episode. Click here to register for Verint's annual engagement conference in Orlando from June 13 to June 16. Verint helps the world's most iconic brands build enduring customer relationships by connecting work data and experiences across the enterprise. The Verint Customer Engagement Cloud Platform draws on the latest advancements in AI and analytics, an open cloud architecture, and the science of customer engagement to meet shifting customer interactions and their ever-increasing demands.  Please tell us how we are doing! Complete this short survey.  Customer Experience Information & Resources LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 290,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. Follow Colin on LinkedIn and Twitter. Click here to learn more about Professor Ryan Hamilton of Emory University.  Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 35,000 subscribers.  How can we help? Click here to learn more about Beyond Philosophy's Suite of Services.

How can you gain better relationships across channels – from marketing and sales to customer care and support? What are new ways to create a CX-focused culture across your business, including breaking silos and harnessing data to drive insights and actions that maximize customer engagement? Stacy Sherman and Celia Fleischaker, Chief Marketing Officer at Verint, dive deep into these CX topics to help you create differentiated experiences and a competitive advantage. During this episode, you'll learn about tools and platforms to gain control of the customer experience and maximize efficiencies through automation, AI and bots without losing the human touch. Learn more at DoingCXRight.com/podcasts

This week on DisrupTV, we interviewed Rhonda Vetere, Global C-suite executive, Author, technology industry expert, and keynote speaker, Alexander Othmer, Founder & Executive Director of Guardian Revival, Jaime Meritt, Chief Product Officer at Verint and Ari Qayumi, Founder & Managing Partner at Mindful Venture Capital. DisrupTV is a weekly Web series with hosts R “Ray” Wang and Vala Afshar. The show airs live at 11:00 a.m. PT/ 2:00 p.m. ET every Friday. Brought to you by Constellation Executive Network: constellationr.com/CEN.

Customer Science is a vital part of any organization's future success with their customer experience. The combination of AI, behavioral sciences, and data is a powerful way to gain insight into your customers behavior so you can provide a proactive and perfect experience for them.  But how good is the data you are feeding it? And are you feeding ALL your data into the mix? If our experience tells us anything, it's that you probably aren't, which can degrade the quality of the insights available to you. In this episode, we talk with Chief Marketing Officer of Verint,  Celia Fleischaker about the third part of the Customer Science fusion formula, data, and how to ensure that you are using all of yours.  Verint  is an expert in the Voice of Customer and have been for over 25 years. Their Verint on the Engagement Capacity Gap  report is essential reading for experience professionals today. Fleischaker emphasizes the critical nature of ensuring that you don't overlook Voice of Customer data, which is crucial part, so you can optimize the relevance of the insights you get from it. Key Ideas to Improve your Customer Experience One significant issue with many organizations' customer data is it isn't collected in one place, nor is it in one format. This situation makes it difficult to leverage all the data you have. Often, organizations use what is easiest to use, e.g., sales numbers, geo locations, delivery records, rather than all that is available. However, it is in the layering of details that you have about customer behavior that you get the richest rewards from Customer Science. Here are a few key moments in the discussion: 03:59 Fleischaker explain how the shift to digital channels has resulted in more data available for you to feed into your AI, including that from the Voice of Customer, which requires companies to consolidate it.  08:07  We hear about an insurer in Europe who is using Customer Science to improve first all resolution and Customer Experience in the contact center.    12:51  Colin asks Fleischaker how this influx of data used with Customer Science has changed marketing.    20:04  Fleischaker explains how the new approach to customer strategy will affect customer segmentation and targeting efforts. 21:57 We talk about the ways that leveraging your data can result in a proactive experience that anticipates customers' needs. 25:02 All three of us share practical steps that organizations should take today to make their data work better for them in the science-driven future.       Verint sponsors this episode. Click here to register for Verint's annual engagement conference in Orlando from June 13 to June 16. Verint helps the world's most iconic brands build enduring customer relationships by connecting work data and experiences across the enterprise. The Verint Customer Engagement Cloud Platform draws on the latest advancements in AI and analytics, an open cloud architecture, and the science of customer engagement to meet shifting customer interactions and their ever-increasing demands.    Please tell us how we are doing! Complete this short survey.  Customer Experience Information & Resources LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 290,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. Follow Colin on LinkedIn and Twitter. Click here to learn more about Professor Ryan Hamilton of Emory University.  Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 35,000 subscribers.  How can we help? Click here to learn more about Beyond Philosophy's Suite of Services.

This episode features an interview with Jason Anthoine, Managing Founder (or Head Honcho as Jason puts it) at Audacity. With more than 32 years of experience, Jason's career includes leading global communications at GE, Newell Brands, and Verint. On this episode, Jason shares his three step process for building a successful Internal Comms plan that's proven with ROI. He also gets into why he started his own comms consulting company and how he handles Imposter Syndrome.-------------------“It's so important to have your comms strategy built off your business strategy because as good as an internal comms strategy is, it's telling you and your team what you're going to do. It's also your get out of jail free card for what you are now not going to do. Which is, ‘I'm not going to write your emails for you. I'm going to help you be better at writing them yourself and then you're going to be responsible for those.' Otherwise, your whole team is going to be bogged down with those types of requests and that's when you become an arts and crafts department, which is not a strategic business function.” — Jason Anthoine-------------------Episode Timestamps:*(1:41): How Jason got interested in comms*(4:19): What Audacity does for people*(5:17): Segment: Storytime*(5:27): Story behind the name Audacity*(7:01): How less is more in comms*(9:55): How ‘Comedians in Cars Getting Coffee' inspired a comms plan*(15:11): Segment: Getting Tactical*(15:27): Jason's 3 step process for building a comms plan*(22:38): What not to do when building a comms plan*(30:06): Segment: Ripped from the Headlines*(33:37): Segment: Asking for a Friend*(33:52): Imposter Syndrome: what is it and how to handle it-------------------LinksConnect with Jason on LinkedInFollow Jason on TwitterAudacityAmanda's LinkedIn www.simpplr.com/podcast

A former fighter pilot in the Israeli Air Force, Gal Oron is no stranger to a challenge. He has extensive experience as an entrepreneur and began his career as a QA engineer with Orsus where he moved up the ranks and became President until its acquisition by Nice Systems in 2009. After his successful experience with M&A, he went to Verint as an M&A specialist and then became a partner at Trigger Partners, a Venture Capital firm focused primarily on the Healthcare Sector. Gal Co-founded Zoomin in 2016 and has been building the company ever since. When it comes to building a talent-centric organization, Gal really walks the walk. Having grown the organization to approximately 150 employees, 53% of his workforce is female and diversity is important to him. Carol and Gal talk about how to use content in a way that works for businesses without causing "brain damage". Zoomin is making it easier for companies to self-serve and get problems solved. In the first year of doing business Gal and his team closed business with McAfee and ServiceNow just to name two. They discuss product-market fit, investors and why they are so excited about Zoomin, company culture, what it means to be open and authentic as a leader and as a company, bootstrapping, what it means to be a category builder, and his commitment to a diverse workforce. The company began in Israel and Gal tells Carol why they moved the headquarters to the US and chose NY rather than Silicon Valley and why they should have done it sooner. There were challenges with hiring from Israel and their go-to-market strategy. Additionally, they've grown so fast and there have been challenges with hiring so many employees in just one year. To learn more about Zoomin: https://www.zoominsoftware.com/ (https://www.zoominsoftware.com/) You can find more information on all our episodes at https://my.captivate.fm/verticalelevation.com/podcasts, (verticalelevation.com/podcasts,) and you can find Carol on Twitter https://twitter.com/CarolBSchultz (@carolbschultz )or LinkedIn: https://www.linkedin.com/in/carolbschultz/ (https://www.linkedin.com/in/carolbschultz/).

This episode is sponsored by Davwill Consulting. Emotional agility? Yep, it's needed more now than ever. Let's chat! Click Here Dr. Keren Tsuk is a keynote speaker, consultant, and thought leader in 21st-century leadership. The Founder of the consulting firm Wisdom To Lead, Tsuk, specializes in developing senior management teams and corporate leadership. She guides companies and senior management teams to reach their full potential using various techniques in the field of mindfulness. She has developed an innovative Mindfulness-Based Leadership (MBL) course and retreat, which she conducts for different organizations worldwide. Her practice extends to assisting executives in discovering their inner wisdom and maximizing their overall leadership potential – both in and out of the workplace. With over 20 years of experience working with senior management in the areas of transition, growth, and development processes, Tsuk has worked with companies such as Checkpoint, Verint, Amdocs, Ex Libris, Google, Siemens, and more. Being a keynote speaker on the relationship between mindfulness and leadership, she has lectured at conferences worldwide. She has been invited to speak at universities worldwide, instructing graduate business school courses at PolyU in Hong Kong, IDC Herzliya, and Lahav Executive Education Tel Aviv University. She is the author of the book: Mindfully Wise Leadership: The Secret of today's Leaders. Connect with Dr. Keren at: https://www.linkedin.com/in/kerentsuk/ https://www.facebook.com/keren.tsuk https://www.instagram.com/kerentsuk/ https://twitter.com/KerenTsuk https://wisdomtolead.co/