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How to Enhance Customer and Agent Engagement in 2022 and Beyond

Verint® Systems

Presented By: Verint® Systems


Presented by: Keith Dawson, VP and Research Director, Ventana Research,

Kelly Koelliker, Senior Director, Content Marketing, Verint,

David Singer, Vice President GTM Strategy – Workforce Engagement, Verint, and

Steve Davies, Senior Marketing and Communications Manager, Verint

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About the Webcast

Organizations are evolving to address new challenges in 2022 but the Engagement Capacity Gap™ still exists. Join this roundtable discussion with Verint and Ventana Research as we deep dive into trends, challenges, opportunities, best practices ideas and solutions to bridge the gap and enhance CX.

Join this discussion where we will cover: 

  • The growth of interactions and channels, customer expectations, and workforce dynamics
  • How to offset the impact of The Great Resignation
  • Where to leverage AI for better customer engagement 



About the Presenters

Keith Dawson, VP and Research Director, Ventana Research

Keith leads the expertise in Customer Experience covering applications and technology that facilitate engagement to optimize customer-facing processes.  His specialization is in natural language and speech tools with intelligent VA, multichannel routing,  journey management, and the wide array of customer analytics. He is focused on how businesses can break down technology and operational silos to provide more efficient processes. Keith has been an industry analyst for more than a decade and prior was the editorial director of Call Center Magazine. There he pioneered coverage of cloud-based contact centers, speech recognition and processing, and the shift from voice to multichannel communications.

Kelly Koelliker, Senior Director, Content Marketing, Verint

Kelly Koelliker is a Senior Director of Content Marketing at Verint with a focus on contact center workforce engagement solutions. With more than 20 years of marketing and sales experience, her expertise in the customer service industry covers such fast-evolving categories as knowledge management, automation, and artificial intelligence.

Dave Singer, VP, GTM Strategy, Verint

Dave is responsible for driving the GTM strategy for Verint’s industry leading solutions including Experience Management, Workforce Management, Quality Management, Performance Management, and Engagement Data Management. The strategy is based on developing innovative messaging and offerings, both Partner and Direct, that drive customer centric differentiation and align value with both customer needs and expectations. Dave joined Verint 2002 and has held a variety of roles in Verint including: RVP of Solution Principals; and, RVP of Presales, focusing on Solution Consulting and Innovation.

Steve Davies, Senior Marketing and Communications Manager, Verint

Steve is a senior marketing and communications manager at Verint, who was editor and project manager on the 2022 Engagement Capacity Gap report.

He is a content marketer, writing and editing pieces predominantly focused on research and data analysis of consumer habits across the customer journey, working across customer and workforce engagement solutions including Digital-First Engagement and Experience Management. 

Steve joined Verint in late 2021 as part of the Conversocial acquisition and has varied career background that includes 8 years working in broadcast journalism and a 4-year stint running his own street food business.