Keynote Theatre: Analytics

Rachel Lane Director & Practice Leader Customer Analytics EMEA- Verint and Ed Creasey  Director Consulting, EMEA at NICE Systems each share two powerful illustrations of the way that analytics is driving breakthrough performance in today’s customer operations. Now a well tried and tested technology, the scope of innovation that becomes possible by accessing this source of data is still an untapped potential in many organisations. Learn from those who are leading the way and go away inspired with ideas for how you can apply this within your business or service. Chaired by Chris Rainsforth, Programme Lead for Quality & Customer Experience at the Forum, this will include chance for your questions to the expert panel, including the speakers plus Chris Thomas and Tom Wendt,  Analytics Experts at Call Miner . An unmissable chance to hear from so many experts in their field.

Learn from those who are leading the way and go away inspired with ideas for how you can apply this within your business or service. 
Chaired by Chris Rainsforth, Programme Lead for Quality & Customer Experience at the Forum, this will include chance for your questions to the expert panel, including the speakers, plus Chris Thomas and Tom Wendt, Analytics Experts at Call Miner 
An unmissable chance to hear from so many experts in their field.

Ed Creasey  Director Consulting, EMEA at NICE Systems
Ed has been developing consulting practices for Interaction Analytics since 1998, using traditional Quality Management principles along with Speech and Customer Journey Analytics.  Ed has 10 years’ experience of deploying speech and text analytics across EMEA using on premise and managed service solutions.  He now helps organisations solve their business challenges through the use of Analytics, Real Time and Employee Engagement solutions.

 

Rachel Lane Director & Practice Leader Customer Analytics EMEA- Verint 

A Senior Leader, public speaker and Industry Expert in strategic business growth utilising Customer Analytic technologies and process management , Rachel directs the  EMEA Customer Analytics Practice for Verint Systems providing a full customer experience service from initial idea through to project completion and on-going strategy. With 20 years experience, Rachel has hired and developed sales teams of 5 to 120 individuals both direct and indirect across SMB to Enterprise ,  building and driving EMEA operations from International software companies from start up to acquisition.