CX Sofa Series: From Knowledge Management to Knowledge Automation

CX Sofa Series: How an Inclusive Community Helps the FA Achieve CX Goals

Episode 6 with Tim Bamber (Community Lead, the FA) focuses on the role of community in developing customer and user experiences. Leveraging Verint Community to bring together everyone involved in English football, from grassroots organisations to pros, in one space, this governing body has expanded the project from its roots in coaching education to an all-inclusive digital space spanning everything from leagues and clubs to walking football and referees. Tim shares his thoughts on the role of AI in community, the interplay between culture and customer experience, as well as the importance of safety and moderation tools in creating an inclusive platform primed for excellence.

AI for Employee Experience: Should we welcome our robot overlords?

Episode 5 with David Singer (Global Vice President, Go-To-Market Strategy at Verint) focuses on the impact of AI on employee experience. In particular, how could AI be used to help with evaluating performance and compliance for career advancement?  Drawing on David’s decades of expertise, we delve into the practical applications of AI for the everyday agent experience. Join us as we explore the use of bots and automation, from alleviating the more repetitive and tedious parts of a CX role to supporting the careers of its human colleagues with unbiased performance reviews and assessments.  To take a sci-fi analogy, it’s not about robot overlords, it’s more like having Commander Data on the bridge to help your CX boldly go where it’s never gone before!

CX Sofa Series: From Knowledge Management to Knowledge Automation

Knowledge Management, vital to the success of any contact centre, is no longer just a searchable repository; the modern contact centre needs Knowledge As A Service, also known as Knowledge Automation, providing AI-powered, real-time, relevant information across the enterprise at users’ and agents’ fingertips.  Joining us on this episode of the CX Sofa Series is Heather Richards, VP Product Strategy and GTM, KM, at Verint, whose 20+ years of expertise take us on a whistlestop tour of the Knowledge Management landscape past, present, and future. She discusses hot topics including: * How using AI in the contact centre might mean you’re not getting the benefits you think you are – and how Knowledge Automation can unlock that full potential * How Knowledge Management has traditionally been used – and how it’s evolved for modern day customer needs * The power of Knowledge Management as a single source of truth to address business challenges around elevating customer experiences while optimising labour resources

CX Sofa Series: Let AI do the job it's qualified to do… and let humans focus on what they need to do.

Adding AI to your contact centre and CX strategy is a surefire win, right? Add some bots and away you go. Well, not quite. We speak to Verint Chief Product Officer – and self-confessed AI geek – Jaime Merritt on this episode of the CX Sofa Series to delve into what makes an augmented workforce and AI for CX successful. Spoiler – it’s all about data, strategy, and business outcomes. Jaime chats through the data you need, why you need it, and the business implications for specific use cases and bots. Listen now for all you need to know about elevated customer journeys, automated CX, and a truly futureproof contact centre.

CX Sofa Series: How do we take AI success from dream to reality?

In our first episode, we explored an expert’s perspective on the future of AI in CX – so this time, we take it a step further as we delve into the specifics: how do we take this from theory to reality? Realistically, how will AI blend with your human workforce? Should your focus be on reducing costs or generating value – or another metric entirely?  Plus, when it comes to it, what’s the most important thing to get right when implementing AI into your contact centre?  We’re back with Steve Bell, whose years of experience put him in a unique position to separate fact from fiction when it comes to the latest contact centre tech. Listen now and join the conversation.