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Closing The Engagement Capacity Gap - Find out What’s Working from Organizations Getting It Right

Verint® Systems

Presented By: Verint® Systems


Presenters: Maribel Lopez, Founder and Principal Analyst, Lopez Research, and

Kelly Koelliker, Sr. Director of Content Marketing, Verint

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About the Webcast

As we look at the third year of data from Verint’s comprehensive Engagement Capacity Gap (ECG) research report, we know that the rise of interaction numbers combined with stagnant or shrinking budgets create a gap in the ability to provide a superior customer experience. But this year, our data has shown that some organizations have met the challenge successfully and solved this CX cost equation. 

Join Maribel Lopez, Founder and Principal Analyst of Lopez Research, and Kelly Koelliker, Sr. Director of Content Marketing at Verint, as we discuss the findings of this year’s research report, including: 

  • What specific challenges are top of mind for organizations in 2023.
  • The differences between organizations who are struggling to close the ECG and those who have conquered it.
  • Steps you can take to get to the next step in your customer experience journey regardless of where you are today.

Don’t miss this insightful fireside chat packed with real data from organizations like yours, and stay tuned for your opportunity to download the full ECG 2023 research report.

About the Presenters

Maribel Lopez, Founder and Principal Analyst, Lopez Research

Maribel is the founder of Lopez Research and the Data For Betterment Foundation. Lopez Research is a market research and strategy consulting firm covering topics that range from Artificial Intelligence to hybrid work transformation. Her clients range from start-ups to the Fortune 30. Maribel is frequently quoted by major media publications and is the author of the John Wiley and Sons book "Right-time Experiences". She’s a contributor to Forbes and host of several podcasts including Reimagine Hybrid Work, AI with Maribel Lopez and Elevate the Edge. 

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.