Tim Crawford

CIO Strategic Advisor to Global 2000 | Board Member | Helping Executives & Boards Navigate the Intersection of AI, Strategy & Digital Transformation.

[Tim Crawford @tcrawford]

@sarbjeetjohal Congratulations!!

[Tim Crawford @tcrawford]

@CTOAdvisor I can feel the pain in my fingers already. IYKYK

[Tim Crawford @tcrawford]

@leinwand @reillyusa ...and even cooler when you see two people you've know for many years from different circles now working together.

[Tim Crawford @tcrawford]

@rwang0 @om Wow! So sad. RIP @Om.

[Tim Crawford @tcrawford]

@lizkmiller @LisaLisajm5 @laurasmackey @Five9 @Verint Well done @Five9.

[Tim Crawford @tcrawford]

One thing that I find really unique with @Verint is their celebration of customer success through their Customer Awards. Well done.

#CIO #AI #CX @Verint #Engage26 #VerintEngage

[Tim Crawford @tcrawford]

Next up... customer panel. Two award winners from last night BT and Columbia Bank talking about how they learned from the insights and make significant changes for both agents and more importantly, customers.

#CIO #AI #CX @Verint #Engage26 #VerintEngage

[Tim Crawford @tcrawford]

.@Verint CMO: Modern CX is hybrid. 61% of consumers prefer to speak with a human.

#CIO #AI #CX @Verint #Engage26 #VerintEngage

[Tim Crawford @tcrawford]

31% of agents say they are likely to leave their current role in the next 6 months. It costs $6.2m per 1k agents to replace them.

#CIO #AI #CX @Verint #Engage26 #VerintEngage

[Tim Crawford @tcrawford]

Understanding the agent ‘busy work’ tax for every call is critical. Individually, it looks small. In aggregate it adds up!

#CIO #AI #CX @Verint #Engage26 #VerintEngage

[Tim Crawford @tcrawford]

42% of consumers say their expectations have increased over the past 12 months.

Are you able to detect this change? Are your platforms dynamic enough to accommodate change quickly enough?

#CIO #AI #CX @Verint #Engage26 #VerintEngage

[Tim Crawford @tcrawford]

79% of consumers will switch to a competitor following just ONE poor experience.

Experiences matter.

#CIO #AI #CX @Verint #Engage26 #VerintEngage

[Tim Crawford @tcrawford]

51% of consumers say that businesses fall short of meeting their customer service expectations.

This is a massive gap that needs to be closed.

#CIO #AI #CX @Verint #Engage26 #VerintEngage

[Tim Crawford @tcrawford]

.@Verint CMO takes us through a state of the market. AI investment for CX is growing: Front office, back office, across the board

#CIO #AI #CX @Verint #Engage26 #VerintEngage

[Tim Crawford @tcrawford]

Kicking off the day 2 keynote. Getting ready with @nyike @lizkmiller.

#engage26 #verintengage

[Lisa J. Martin🦋 @LisaLisajm5]

You know the event is going to be good when you run into these two! @lizkmiller @tcrawford @laurasmackey #CXNation @Five9 #VerintEngage26 @Verint

[Tim Crawford @tcrawford]

CEO Dave Rhodes talking through that nobody is perfect. There’s a refreshing vibe that he is sending with the messaging.

#CIO #AI #CX @Verint #Engage26 #VerintEngage

[Tim Crawford @tcrawford]

Impressive to see that Verint is 100% focused on CX outcomes

Increase revenue
Reduce agent attrition
Reduce costs
Reduce customer churn

#CIO #AI #CX @Verint #Engage26 #VerintEngage

[Tim Crawford @tcrawford]

Why are enterprises struggling with AI?

1. Paralyzed by choice: Super noisy…signal to noise ratio
2. Stuck in pilots: Deployment plan requires more than planned
3. No results in production: Pick a path and results doesn’t change

#CIO #AI #CX @Verint #Engage26 #VerintEngage

[Tim Crawford @tcrawford]

.@Verint’s new CEO Dave Rhodes takes the stage to introduce the new Verint.

- One company
- Platform choice
- Bigger outcomes

#CIO #AI #CX @Verint #Engage26 #VerintEngage