Verint and Vodafone discuss the Engagement Capacity Gap and Priorities for 2022

Available On Demand | 1 hour

What’s top of mind for the 2,700 global business leaders we surveyed for 2022 and beyond?
When looking to address their engagement capacity gap, for the second consecutive year, they list their priorities:

• 51% Understanding and acting on consumer behaviours
• 50% Building enduring customer relationships
• 47% Obtaining a unified view of customer engagement across multiple data silos

As your customers now dictate their own complex, multi-channel journeys, how are you planning to equip your customer engagement teams?

Join Steve Bell, VP Solutions Consulting and Kevin Knowles from Vodafone as they discuss the findings and how connecting customer data, behaviour, and results can improve the omnichannel customer experience.

Presenters

Steve Bell
Vice President of Solutions Consulting, Verint

Steve Bell is Vice President of Solutions Consulting EMEA for Verint Systems. Steve has overall responsibility for Verint’s Solutions Consulting Team, promoting their Customer Engagement solutions across the EMEA region. This group advises customers how the broad portfolio of Verint solutions can help their organisations enhance customer loyalty, increase revenue, mitigate risk, and manage operational costs.

Steve has 25+ years of experience within the Contact Centre and Customer Engagement industry. He joined Verint over 15 years ago, and prior to that held Solutions Management roles with a number of other Contact Centre solutions providers.

Kevin Knowles
Head of Care Transformation Programme, Vodafone

Kevin leads the care transformation in _VOIS, Vodafone’s global shared services function, creating the future of care for their multi-national team of 7000 agents. Kevin has worked in Vodafone for 9 years in several roles leading large-scale transformation initiatives in analytics, customer experience, and digital customer care. Prior to Vodafone he worked in some start-ups including the company that developed the Net Promoter Score (NPS). He is passionate about driving change by doing the right things in the right way, pushing the boundaries, and using technology to innovate and improve the customer experience.