I lead a specialist consulting team in EMEA who help customers choose and get the best from Verint workforce management (WFM) solutions across their contact centres, back office operations, branch and retail networks. Enjoyed 20 years in this industry as technology and customer behaviour has driven new and innovative approaches to delivering customer experiences (CX) enabled by creative staffing - smarter strategies with multi-skilled employees across the enterprise, a hybrid workforce where AI Bots augment the workforce and the impact of digital contact, remote working and customer self-service. Each step a foundation in growing exceptional customer experiences (CX) for each and every interaction. The human is an intrinsic component of delivering CX; handling interactions orchestrated by channel automation and supported by AI powered, specialist bots giving them super powers, the edge to handle each contact in the right way - solving problems and delivering amazing customer experiences. The right, optimised enterprise staffing plan is fundamental to delivering exceptional customer service and work to close the Engagement Capacity Gap.