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Turning Insight into Action - Pilot Flying J’s CX Transformation Story
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
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, Senior Director, Go-To-Market, Verint
Jason Valdina is Senior
Director of Go-To-Market Strategy at Verint, a CX automation platform. A
veteran in customer experience tech, he’s held key roles at Graphika,
LivePerson, and 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.
CX Professionals, Pilot Flying J
