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Turning Insight into Action - Pilot Flying J’s CX Transformation Story

Presented By: Verint and Five9

Live Date: August 5, 2025. PLEASE SIGN IN FOR THE RECORDING.

Presented by: Jason Valdina, Sr. Director, GTM Strategy, Verint,

Tim Richter, Senior Director of Product Marketing, and

CX Professionals from Pilot Flying J

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About the Webcast

Hear directly from Pilot Flying J, one of the largest travel center operators in North America, as they share how they transformed their customer experience to an insight-driven, high-performing operation.

No matter what industry you're in, you’ll pick up useful tips from how they tackled big challenges like call spikes, inconsistent service, and a lack of agent visibility. The changes didn’t just improve customer experience, they made life easier for teams in Guest Services, the Service Desk, Logistics, and HR.

You’ll learn how to:

Discover valuable insights from customer interactions
Better understand your contact center performance and forecast workforce needs
Evaluate customer service quality with a holistic approach

With insights from an eight-year partnership and 300+ shared customers, Verint and Five9 are bringing real talk and real results.

About the Presenters

Jason Valdina, Go-To-Market Senior Director, Verint

Jason Valdina is an accomplished customer experience professional and is the Senior Director of Engagement Channel Go To Market Strategy at Verint, a customer engagement software solutions provider based in New York. As a customer engagement channel veteran, Mr. Valdina's prior technology endeavors include social media analytics platform Graphika, live chat and messaging provider LivePerson, and email marketing automation platform Movable Ink.

Tim Richter, Senior Director of Product Marketing, Five9

Tim Richter is the Senior Director of Product Marketing at Five9, where he leads marketing for workforce optimization, analytics, and support services. With 21 years of tech experience spanning product management and marketing, Tim connects product strategy with compelling storytelling. He previously held key roles at Avaya, 8x8, and Twilio, and is passionate about making complex technologies easy to understand.