At Verint Engage 2023, in Las Vegas from 12 to 15 June, the big themes were AI, used for one task at a time with a person keeping the final say, and connecting digital-first tools so that the whole is greater than the parts. 4 Roads sponsored the event. As always, most of the talks came from Verint's customers, including six of the eight sessions on Verint Community.
What is Verint Engage?
A customer experience event like no other, because the presentations come mainly from customers, who fly in from all over the world to take their own projects apart. It is not about pushing products. In 2023 over 1,000 customers, partners, industry experts and curious businesses came, and 4 Roads was among them.
What did 4 Roads go to see?
In previous years we focused on the community sessions. In 2023 we also explored Verint's wider digital-first portfolio: knowledge management, chatbots, intelligent virtual assistants (IVAs) and AI.
By 2023 the cost of human customer service had topped $2 trillion a year, and these tools will do much to bring it down. Verint introduced innovations at the contact centre (CCaaS) level too, but the digital-first tools are the first line of defence, and will do most to close the Engagement Capacity Gap.
Why do customer-led sessions work so well?
People who use the products give an honest account of the challenges, successes and lessons of a customer experience strategy, in real detail, and the audience can apply it to their own organisations. The format builds community too, and we saw it most in the community sessions, whose community managers wore their teams' shirts all conference. Not one session ended without good follow-up questions.
What was new for Verint Community?
Community remains a key focus for 4 Roads, and there were eight sessions on Verint Community. We were in every one, sharing what we have learned with new and existing community managers.
Jon Allen began with the updates and features on the way, but again customers took centre stage: six of the eight sessions involved community managers sharing their experience. That is the exciting thing about Verint Community: the community around it, and how its managers work together to get the most from the platform.
What did the speakers say about AI?
AI dominated many discussions and keynotes. Kelly Koelliker and her "geek translator" Jaime Meritt explained that the best way to use bots is not to ask too much of them: run several specialised bots, each excelling at one task, such as summarising interactions so agents can understand them quickly.
"Pick one use case that makes sense to you and deploy it and see." – Jaime Meritt
End-to-end automation was not yet possible. Verint deployed nothing without a person having the final say: a bot could summarise a call, but an agent validated it and signed it off. We took a similar path on our chatbot project for DS Automobiles. An idea gaining ground is training bots on your own data.
Why connect digital-first tools?
Because the sum is greater than the parts, as Verint's experts said, and we agree; we have work to do to help customers see it. You probably already have several digital-first tools, each solving one need, run by separate teams, with no connected view of the customer journey. Connect the dots, and people, processes and technology work together.
The keynote presented Verint's Engagement Data Hub as the backbone for this: one repository where every customer touchpoint can be tracked, tagged and used. Agilent's session, "Digital-First Strategy Starts and Evolves with Verint", showed why. Agilent has a Verint community and a knowledge base, for which 4 Roads built the connector. Its subject is complex, with 50 products, but because the channels work together, content can be filtered efficiently and users find the right information easily.
What else did the speakers say?
"AI stands for Artificial Intelligence, but without data, it's Actually Ignorance." – Juanita Coley
"We won't have another AI winter. It is here to stay." – Brian Yang
"Knowledge is an asset, and every business has it." – John Chmaj
"The fact that we're having a session about the marketplace means we need to do more to tell people about the marketplace!" – Matt Pyke
"Siloed data is limiting your insights." – Dan Bodner
What happened after hours?
The first day ended with a reception by the pool, with dinner, drinks and a live band.
On the final night Verint Engage took over Brooklyn Bowl, for bowling and surprisingly good rock band karaoke: a fine send-off to a world-class event. How 4 Roads works with Verint.
Updated on 19 September 2026.
