How Knowledge-as-a-Service Meets Organizations' KM Challenges and Changing Needs: Q&A with John Chmaj, senior director for KM strategy, Verint

What are the most powerful and interesting digital-first areas of focus for Verint?

JC: That's an interesting question as Verint makes a full host of digital products. We make best-of-breed KM, community, IVA, IVR, social channels, support engagement, orchestration tools, along with best-of breed speech and text analytics, quality management, and workforce management tools. The power of integrating these capabilities to create and optimize a wider range of customer engagement use cases is exponential.

We're seeing an explosion of creativity as we bring our technology and expertise to bear in expanding the ways in which our solutions can work together to define digital-first capabilities. Knowledge is the oil that runs through the digital-first engine. It's foundational to so many digital-first experiences so any tool that gives answers, supports transactions, or automated information pushes to people, leverages knowledge. This natural expansion of KM's role and value is quite exciting, and we're doing it in so many different ways at Verint to try and leverage the most from the value of organizational knowledge assets.

So, what's the first thing any user or organization should think about in evolving their digital-first approach?

JC: Well, as mentioned earlier: Dream your customers’ dream. What do your customers want to do better, faster, easier? Start with the customer experience and how you want to engage them. We see most organizations struggle with what we call the “engagement capacity gap”: how to scale and optimize the full range of customer experiences and outcomes they need to drive across all emerging digital touchpoints and fulfill their customers’ rising expectations; the areas where you and your customers want to engage better can be accessed and defined. Start there: Define what success looks like for them. Then rework, update, and optimize your systems and processes to work toward their dream. Customer experience is both a process and an outcome.

Thanks, John. This has been great. Where can people go for more information about Verint?

JC: Well, Verint.com is our website and there's knowledge management link right off the homepage with lots of great resources. And my contact information is in there, and feel free to reach out to me if you're interested to talk.