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Verint® Systems Executive Interview

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 In a rapidly evolving CX landscape, where AI and automation are reshaping customer interactions, Verint is focused on delivering measurable outcomes—not just hype. In this interview, Anna Convery, Chief Marketing Officer of Verint, shares her perspective on how the company is cutting through the noise with AI-powered solutions that drive real business value. She discusses Verint’s approach to personalization, its innovative analytics tools, and the trends shaping the future of customer engagement—offering insights into how Verint helps organizations increase capacity, enhance customer satisfaction, and boost revenue through proven AI strategies.

Sheri:  What are your top priorities for strengthening Verint in the highly competitive customer engagement and AI-driven analytics market?

Anna: Our top priority is delivering AI outcomes for our customers. There is a lot of AI hype in the market, but very few vendors can demonstrate tangible results from their AI deployments. We’re focused on providing significant business value across four key metrics: increasing management capacity, increasing agent capacity, increasing revenue per interaction, and improving CX metrics such as CSAT. We have a proven track record of driving AI outcomes that generate millions of dollars in value.

Sheri:  How will you market Verint’s AI-powered personalization tools to help clients meet rising customer expectations for tailored experiences?

Anna: AI is only as good as the data it’s trained on. Fortunately for us (and our customers), we have decades of rich engagement and contact center data. For example, our Intelligent Virtual Assistant has pre-packaged, industry specific NLU models, backed by a world-class dataset that delivers industry-specific experiences from day one. These models detect highly accurate end user intents and extract contextual information to generate personalized, intelligent responses that increase interaction containment and increase contact center capacity.

Sheri:  How will you position Verint’s analytics solutions to demonstrate their impact on customer loyalty and churn reduction?

Anna: Customer loyalty and churn are critical metrics that every contact center is rightly focused on improving but let’s not think about them in isolation. When it comes to customer engagement analytics, we’re focused on speeding up the time to insight, across any metric.

That’s why we built Genie Bot. It enables analysts to generate reports in seconds by simply asking a question like, “Can you suggest a call script to help improve our customer retention?” The bot then crawls all calls where customers have been successfully retained and uses generative AI to create a best practice script to coach agents.

A leading global services company used Genie Bot to generate $6.5M in additional revenue by identifying strategies to boost sales win rates and enhance customer retention – in just 2 days!

Sheri:  What do you see as the top trends shaping the future of customer engagement?

Anna: Our recently published State of Customer Experience 2025 found that the future of customer engagement is being shaped by a generational shift in expectations and behaviors. 64% of consumers aged 18–34 report that their expectations have increased in the past year, compared to just 15% of those aged 45–77. This younger demographic is driving a digital-first movement, with 89% preferring to engage with brands through digital channels rather than by phone. Additionally, 73% of this group favor automated solutions over speaking with a human agent, highlighting a strong preference for speed, simplicity, and self-service.

For CX leaders, this presents both a challenge and an opportunity. While automation and AI are becoming essential – 86% of consumers recognize the benefits of AI in CX – the key is to strike a balance between digital efficiency and human empathy. The most successful strategies will blend intelligent automation with seamless access to human agents, creating hybrid experiences that meet rising expectations without sacrificing trust or personalization. As younger, digitally native consumers continue to shape the market, businesses must evolve quickly to remain competitive in this new era of customer engagement.

Sheri:  What challenges do you anticipate when marketing to the customer experience and contact center market?

Anna: In such a competitive landscape, it’s critical to demonstrate ROI, particularly when it comes to AI implementations. That’s why we’re so focused on sharing real AI business outcomes that are generating millions of dollars in value for our customers.

Another important differentiator for us at Verint is our open approach to contact center technology. Contact centers typically employ a complex range of solutions from a variety of vendors. By being open, we can work seamlessly alongside existing solutions and provide value without having to rip and replace any technology. Customers can start small, validate the effectiveness of our solutions, and then scale based on what their business needs.

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