Observed Signal · Jul 12, 2022 · Interview · Source: CMSWire · Impact: 2/5 · Sentiment: Positive
Verint VP Discusses Evolution of Quality Programs and AI in CX
In a Q&A with Simpler Media Group (SMG), Dave Singer, VP of go-to-market at Verint, discusses how quality programs in customer experience have evolved from manual call monitoring to capturing 100% of interactions across voice, email, chat, and social. He highlights the pandemic's role in accelerating digital adoption and the 'normalization of experience' across channels. Singer also explores the impact of AI-powered real-time coaching, which can offer live solutions during customer interactions, and the rise of microcoaching and cloud-native, mobile-first delivery. He touches on AR/VR's early stages and IoT's role in feeding location-aware data into feedback platforms. The interview provides insights into the future of CX quality management and the integration of AI into contact center operations.
Insights into the evolution of quality programs and AI in customer experience, but presented as a sponsored Q&A with limited industry impact.
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Key Takeaways & Evidence Grounding
- Verint is a customer engagement company and sponsor of DX Summit.
- Dave Singer is VP of go-to-market at Verint.
- Quality programs have evolved from manual call monitoring to 100% capture of interactions.
- Real-time AI-powered coaching can suggest solutions during live customer interactions.
- The pandemic accelerated digital adoption, including 'digital adopter laggards'.
Connected Companies & Entities
1 Entity mapped“Verint is a customer engagement company and a sponsor of Simpler Media Group’s recent DX Summit (DXS) Conference....”
Ontology Mapping & Concepts
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