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Insights. Data. Action. The Magic Behind Full-Organization CX Success

Verint® Systems

Presented By: Verint® Systems


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

Karyn Furstman, VP, Experience Management, Verint

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About the Webcast

Are you leveraging Voice of the Customer programs across the enterprise to move insights into action?

The future of customer engagement requires organizations to prioritize customer experience at scale, and it begins with listening to your customers, harnessing insights, and leveraging the right technology to act on that feedback. Companies that aim to deliver exceptional CX need to shift from passive surveys and follow-up, to proactively responding to customers, automating action, and in turn measuring revenue impact.

Don’t fall behind on the technology curve. Join this webcast as we share the latest CX technology research and best practices for connecting silos to deliver a superior CX, including how to:  

  • Leverage Voice of the Customer to move from insights into action.
  • Connect data, operational, and technology silos to implement proactive CX strategies.
  • Shift from a reactive to a proactive approach to customer feedback.

Don’t miss this insightful fireside chat packed with new research on Customer Experience technology and how to harness data to deliver better business outcomes.  

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.

Karyn Furstman, VP, Experience Management, Verint

Karyn has over 35 years experience in CX Management, strategy, brand management, research & insights, marketing, product development, training, process, and CRM within financial services companies and marketing agencies. Karyn has held multiple Chief Customer Officer (CCO) positions in banking, insurance, and technology companies and has consulted with a spectrum of consumer and B2B companies. Karyn was a founding board member and board chair of the Customer Experience Professionals Association (CXPA). She is a Certified CX Professional (CCXP), XM Professional (XMP), Lean certified and a Six Sigma Master Black Belt. 

Karyn has an expertise within financial services in banking and P&C insurance, serving as Chief Customer Officer at Safeco Insurance (a Liberty Mutual company), JP Morgan Chase, Washington Mutual, and Bank of America. She has also held management positions in multiple international advertising agencies. Karyn is certified in Lean and Six Sigma, and has led CRM strategy and execution, corporate learning organizations, digital transformations, and marketing & communications teams.