Verint CEO Dave Rhodes on AI Outcomes and Agent Factory

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AI adoption in customer experience is moving beyond pilots and demos toward measurable business outcomes. Enterprises also want integrated technology without giving up flexibility or customer choice.

In this Executive Spotlight interview, Katherine Stone speaks with Verint CEO Dave Rhodes at Verint Engage 2026 about the company’s open platform strategy, Agent Factory, specialized AI agents, and how Verint sees human and AI agents working together in customer experience.

What This Episode Covers

• Why Verint emphasizes an open platform and customer choice
• How enterprises can move from AI pilots to business outcomes
• What customers actually want from AI-powered service
• How Verint Agent Factory helps teams design and deploy AI workflows
• How specialized AI agents work together across CX processes
• Why Verint expects human agents to remain part of the contact center
• Where Verint sees opportunities to expand its CX technology

The discussion highlights Verint’s focus on applying AI to specific customer experience problems rather than deploying automation for its own sake. As Dave Rhodes explains, the goal is to combine AI and human agents in ways that reduce effort, improve outcomes, and give enterprises the flexibility to build on the systems they already use.