The Challenges of Managing Customer Engagement Data

Making sense of the context around customer experiences

Watch the on-demand video now!

The number and variety of customer interactions are exploding and extend far beyond the contact center – into your branches, stores, digital and self-service channels and back office. However, this data is unstructured and may be stored in disparate systems and silos.

Listen to this 15-minute on-demand webinar and hear from Keith Dawson, VP & Research Director of Customer Experience at Ventana Research, joined by David Singer, VP GTM Strategy for Workforce Engagement at Verint, as they discuss how your organization can leverage Engagement Data Management (EDM) to gather, enrich and make sense of interaction data. You will also learn which parts of the tech stack are involved in the process as well as how you can dramatically reduce cost, complexity and time needed to build an interaction hub.

This webinar is sponsored by:

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About the Speakers:

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Keith Dawson

VP & Research Director, Customer Experience
Ventana Research

Keith leads the expertise in Customer Experience (CX), covering applications and technology that facilitate engagement to optimize customer-facing processes. His focus areas include agent management, contact center and voice of the customer and technology in marketing, sales, field service and applications such as digital commerce and subscription management. Keith’s specialization is in natural language and speech tools with intelligent virtual assistants, multichannel routing and 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 for two-way engagement with customers. 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. He is a graduate of Amherst College.

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David Singer

Vice President
Verint

Dave is responsible for driving the GTM strategy for Verint’s industry leading WFE solutions including Workforce Management, Verint Monet, Performance Management, Quality Management and Engagement Data Management. Dave joined Verint 2002 and has held a variety of roles in Verint including Director of Solutions Consultants, RVP of Solution Principals, and most recently RVP, Presales, focusing on Solution Consulting and Innovation.  Prior to Verint, Dave was a Principal at eLoyalty and a Software Architect at IBM.