Conference Registration Conference Registration. Conference Registration. Breakfast/ Regional Roundtables

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1 Agenda at a Glance Monday, June 8 8:00 a.m. 7:00 p.m 11:00 a.m. 1:30 p.m. 6:00 p.m. 7:30 p.m. Opening Session Conference Center Entrance Bally s Skyview Rooms Rivoli A / B 7:30 p.m. 9:00 p.m. Opening Reception Tuesday, June 9 7:30 a.m. 5:00 p.m. Conference Center Entrance 7:30 a.m. 8:30 a.m. Breakfast/ Regional Roundtables 8:30 a.m. 10:00 a.m. General Session: Elan Moriah, Verint Customer Engagement Optimization: The New Frontier Erik Wahl Unthink Rivoli A / B 10:00 a.m. 10:30 a.m. Break 10:30 a.m. 11:45 a.m. Breakout Slot 1: Adopting Workforce Optimization Across the Enterprise Balancing the Interests of Business and IT in Technology Decision-Making for Financial Services Customer Empathy and Keeping Promises: Creating a True Customer-Centric Culture Customer Engagement Optimization: Executive Perspectives Democratizing the Use of Speech Analytics Elevating Customer Loyalty with Analytics- Driven Quality Performance and Quality Management Program Success Reinventing Caller Authentication with Passive Voice Biometrics

2 10:30 a.m. 11:45 a.m. Breakout Slot 1 (continued): The Workforce Intelligent Contact Center Tracking Graffiti Abatement Costs Using Employee Mobile Using Customer Feedback to Drive Employee Performance Building Your Return on Investment Strategy 11:45 a.m. 1:00 p.m. Lunch 1:00 p.m. 2:15 p.m. Breakout Slot 2: Banking on Workforce Management in the Back Office Branch WFO Update: How V11.2 Supports Branch Needs Today Change Management Drives a Higher ROI on Your Technology Investment Deploying Workforce Optimization in Large Back-Office Environments From Framework to Application: Getting It Right With Speech Analytics Good to Great! The Move to Verint Workforce Management Government and Public Sector Vision and Strategy Insuring Customer Experience Excellence through Superior Customer Engagement Modernizing Quality Management Speech Analytics Best Practices Supporting LEAN Six Sigma Improvement Projects The Knowledge Management Journey to an Omnichannel Enterprise What s New in V11.2 for Smart Engagement 2:15 p.m. 2:45 p.m. Break #Verint15 11

3 2:45 p.m. 4:00 p.m. Breakout Slot 3: Breaking Down the Barriers to Customer Experience Excellence Debunking Myths Associated with Cloud Workforce Optimization Engagement Management (KANA Enterprise) Vision and Strategy Evolution of a World-Class Care Center Going Global with Voice of the Customer Join the Branch Conversation: Branch User Group (Part 1) Quality Assurance Before and After Verint Quality in the Back Office: Where Is It Headed? Smooth Sailing Ahead: Effective Strategic Planning in the Contact Center The Ins and Outs of Upgrading Your Verint Platform Using Speech Analytics to Conquer Unique Contact Center Challenges Verint Plus KANA Smarter Engagement with Actionable Intelligence 1:00 p.m. 5:00 p.m. Networking and User Groups: Latin America Networking and Reception Skyview 5 / 6 4:00 p.m. 5:00 p.m. Networking and User Groups: Analytics Networking Group Branch User Group, Part 2 Desktop and Process Analytics (DPA) User Group KANA Response User Group 5:00 p.m. 7:00 p.m. Technology Showcase

4 Wednesday, June 10 7:30 a.m. 5:00 p.m. 7:30 a.m. 8:30 a.m. Breakfast Industry Roundtables Conference Center Entrance 8:30 a.m. 10:00 a.m. 10:00 a.m. 10:30 a.m. General Session: Dan Bodner, Verint A Smarter World with Actionable Intelligence Ian Harrison, Commonwealth Bank of Australia Operational Efficiency: Your Hidden Advantage in Customer Engagement Break Rivoli A / B 10:30 a.m. 11:45 a.m. Breakout Slot 4: Are You Ready for a Digital Transformation? Delivering on the Vision of the Next-Generation Branch Demonstrating the Return on Investment of Speech Analytics Desktop and Process Analytics Think Outside the Box Exceed Compliance and Achieve Exceptional Security and Savings with Secure Archive 11:45 a.m. 1:00 p.m. If You Want Loyal Customers, Make It Easy to Complain Making Customer Experience Integral to Your Culture Managing a Global Speech Analytics Deployment Production Management: Empower Leaders, Create Capacity, and Improve Customer Throughput Raising the Bar on Customer Engagement Revolutionizing Service by Maximizing the Use of Verint and KANA Surviving Management Changes Lunch #Verint15 13

5 1:00 p.m. 2:15 p.m. Breakout Slot 5: Best Practices for Establishing a Customer Experience Program Creating an Enterprise Solution for Knowledge Management Customer Engagement Centers: Go Digital or Die Deliver Customer Engagement by Unifying Workforce Optimization in the Contact Center Government and Public Sector Social Engagement How Speech Analytics Is Paving the Way to a First-Rate Customer Experience Introducing Verint Intelligent Call Recording Optimizing Performance Through a Common Workforce Optimization Reporting Structure Outsmarting Fraudsters Preparing for Platform Migration Success Customer Engagement Optimization: Executive Perspectives Top Workforce Management Trends from SWPP and You! 2:15 p.m. 2:45 p.m. Break 2:45 p.m. 4:00 p.m. Breakout Slot 6: Adapting Quality Management for Continual Service Improvement Analyzing Channel-Hopper Interactions to Make Sense of the Frenzy Contact Center Strategies for 2015 and Beyond Driving Business Decisions Through Speech Analytics

6 2:45 p.m. 4:00 p.m. Breakout Slot 6 (continued): Engaging Your Organization for Action and Results Executing a Multi-Faceted Analytics Program How Workforce Scheduling Flexibility Benefits Your Employees and Your Organization Services: the When, Why, and How Achieving Big Value with Big Data Transforming Back-Office Operations and Value Urban Legend? Agile Software Implementation in the Contact Center 4:00 p.m. 5:00 p.m. Networking and User Groups: KANA IQ User Group Scorecards Networking Group 7:30 p.m. 10:00 p.m. Customer Appreciation Dinner Soleil Pool at Paris Thursday, June 11 7:30 a.m. 10:30 a.m. Convention Center Entrance 7:30 a.m. 8:30 a.m. Breakfast 8:30 a.m. 9:45 a.m. Breakout Slot 7: 4-D Customer Experience Journey Mapping Clicking with Customers - Optimizing Live Chat and Co-Browse Channels Data-Driven Scorecard KPIs Using Desktop and Process Analytics (DPA) Expanding Beyond Managing People and Processes Managing the Work Five Simple Ways to Lose Your Best Customers Quickly #Verint15 15

7 8:30 a.m. 9:45 a.m. Breakout Slot 7 (continued): Government and Public Sector Digital Self- Service Trends Knowledge Management Health Check Leveraging Engagement Analytics to Improve Customer Journeys and Drive Operational Efficiency Maximizing Employee Productivity with Verint Solutions Next-Generation Gamification - New Ways to Engage and Motivate Employees Talk It Up: Speech Analytics for Neophytes What s New in V11.2 for Real-Time Guidance 9:45 a.m. 10:00 a.m. Break 10:00 a.m. 11:00 a.m. Breakout Slot 8 Coffee Talk: Back-Office Operations Branch Workforce Optimization Customer Analytics and Customer Experience Customer Engagement Center Strategy and Management Engagement Management Fraud, Risk, and Compliance Government and Public Sector Quality Management Services and Support Workforce Management

8 Guide to the Agenda Agenda Key: Product Type: Back-Office Operations Branch Operations Contact Center Workforce Optimization Customer Analytics Enterprise Workforce Optimization Identity Authentication and Fraud Detection KANA Channel KANA Enterprise KANA Express Theme: Enriching Interactions Improving Processes Optimizing the Workforce Understanding the Technology Trends and Strategies From Analytics to Action From Vision to Execution Government and Public Sector #Verint15 9

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