A New Approach to Ensuring Effective Resources

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Powerful forces of change are having a profound impact on brands that will last for years to come. Interaction volume is increasing, and customer journeys are more complex. A deep chasm has emerged between the kinds of experiences customers expect, and the resources that businesses have available to fulfill them. But this is not bad news! Awareness of the chasm presents an opportunity to rethink old processes to meet the extended needs of today’s customers.

In this on-demand webinar, Ryan Hollenbeck, SVP of Global Marketing at Verint takes a deep dive into the navigation of this inflection point as a guest of Keith Dawson, VP & Research Director at Ventana Research who offers an analyst perspective on what’s new in customer engagement. This webinar provides insights into why the customer engagement environment is changing, how it impacts operations and planning, and what executives and managers can do today to close the resourcing disparity.

This webinar is sponsored by:

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About the Speakers:

Keith Dawson Image Circle

Keith Dawson

VP & Research Director, Customer Experience
Ventana Research

Keith brings three decades of experience covering customer service and contact centers, specializing on how to facilitate engagement and optimize the customer experience.

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Ryan Hollenbeck

SVP, Global Marketing
Verint

Verint’s Ryan Hollenbeck, Senior Vice President, Global Marketing, has spent 20 years helping Verint focus on the best ways to serve its customers — and thus help successful companies around the world best serve their customers.