What has been your business/work highlight of 2024 so far?

The highlight of 2024 has been talking to customers about how they can implement AI innovations today and realise positive business outcomes now. Today, we have the freedom to use AI solutions with little or no disruption to existing systems. So now I get to say to my customers, “Your journey starts where you’re standing. You no longer have to start from the beginning…again.” This is the most fun I’ve had when talking to customers in a long time.

Who is your business hero and why?

What’s the biggest business mistake you’ve made and what did you learn from it?

Earlier in my career, I moved from an engineering role into consulting and sales. During this transition, I made the mistake of thinking that being technically correct at all times was enough. I found out quickly that it was not enough.

In addition to building great products, you need to understand the business realities that you’re working in and the challenges that you’re trying to solve. You also have to consider the human side of business and understand the emotional attachments people have to existing products and processes as well as what it takes to get an organisation to embrace change and try something new. Understanding the whole picture and delivering solutions that are right for the customer as well as the brand are what guides success.

What’s the most inspirational book you’ve ever read and why?

Blink and Outliers by Malcolm Gladwell come to mind right now because of the point in time that we are in. These books are about the need to think differently and to bring a different perspective to break through challenges and innovate.

Blink is especially relevant because we are all moving so fast. Have you ever stopped to think about how we think and make choices—in the blink of an eye? Just imagine what happens in your brain and your body when you decide to hit “send.”

In Outliers, Gladwell explores the best and the brightest high achievers and where they come from—their culture, family, and childhood—to uncover the secret to their success. By taking a completely different perspective he explains why “the self-made man” is a myth.

These books have helped me change my perspective and approach to problem solving, creativity and innovation and contribute at a higher level.

What’s the biggest challenge you face in your role in 2024?

The biggest challenge right now is keeping up with the pace of change. Our entire industry is changing faster than ever before, and it’s driven by the rapid evolution of AI and new use cases and applications that surface almost daily.

Ever-increasing demands from consumers for personalised experiences are also changing how brands engage, which is pushing the industry to look beyond the contact centre and across the enterprise. We also have to focus on employee experience as well as customer experience. All of these factors are driving change at Verint.

As part of my role in go-to-market strategy, I have to guide and manage change fast enough inside Verint to match the change that is taking place in the market.

What technology will have the greatest impact on your business this year and why?

I think we all agree that AI will continue to have the greatest impact on our business because it has the power to transform everything.

I remember watching the original Star Trek TV series before TV remotes were even a thing. They used high-tech, handheld devices to communicate with each other, scan objects and record information. It’s through AI that we can do all of this and more today.

In the case of customer experience, AI is about putting the right technology at the fingertips of agents at the right time which leads to elevated customer experiences and better business outcomes.