New Dynamics Influencing the Engagement Capacity Gap

Format: On-Demand
Organizations are starting to recover from the initial shock and disruption of COVID-19 but customer satisfaction is at its lowest point for 17 years[i]. Is COVID the problem? Constant, rapid change is now the status quo. How can you keep up? New pressures and considerations surrounding declining CX are adding new dynamics influencing the Engagement Capacity Gap™ and presenting organizations with a host of new challenges and opportunities.

We surveyed over 2,700 business leaders from industries around the globe to learn how they’re adapting and what’s top of mind.

Join this webinar to hear from special guest, Colin Shaw, CEO and Founder of Beyond Philosophy as he shares his perspective on the state of CX. Colin will join Verint’s Jenni Palocsik to discuss into the importance of closing the Engagement Capacity Gap to enhance your customer experience. 

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Colin Shaw, Beyond Philosophy
Colin Shaw
CEO and Founder — Beyond Philosophy
Colin is recognized by LinkedIn as one of the ‘World's Top 150 Business Influencers’. He is Founder & CEO of Beyond Philosophy LLC who helps organizations grow by identifying hidden, unmet needs. Colin has written seven bestselling books on Customer-driven growth. He is the co-host of the highly successful Intuitive Customer podcast. Brand Quarterly readers also voted him one of the 'top 50 Marketing Thought Leaders Over 50' for two years in a row.

Jenni Palocsik, Verint
Jenni Palocsik
VP, Insights, Enablement and Experience — Verint
Jenni leads a team that delivers custom research and insights, focuses on customer and partner experience, provides global sales and partner enablement, supports go-to-market operations and strategic program management. She has a proven track record of more than 20 years in product strategy and marketing, content development and communications for customer engagement solutions, payments and financial services.