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  • Forget your customers - fail with digitalisation
    Forget your customers - fail with digitalisation
    Milla Kuosmanen Recorded: Dec 5 2018 20 mins
    In order to succeed with your digitalization agenda, you need to know your customers and take control of your services. Milla will cover real-life examples of international successes of combining digitalization and customer experience, and highlight three steps to sure failure.

    Milla Kuosmanen, Vice President, Customer Success from Efecte on a key note at IDG Next 2018 event in Stockholm, Sweden.
  • Employee Experience 2.0 - People Analytics meet HR Service Delivery
    Employee Experience 2.0 - People Analytics meet HR Service Delivery
    Peter Schneider, VP Products Efecte Plc and Paolo Zampella, Associate Partner McKinsey & Company Recorded: Dec 5 2018 44 mins
    Transparency of operations and advanced analytics provide a unique opportunity for HR professionals to position themselves as fact-based, strategic partners for businesses. HR departments can help retain key talent by using techniques and solutions to capture essential data, and to offer excellent service and self-service opportunities to employees based on that data. In this webinar from Efecte Plc with a keynote from McKinsey & Company, you will hear answers to the following questions:

    –What is people analytics and what are the benefits that can be derived from it?
    –When doing retention analysis, how to move from conducting in-depth but reactive exit interviews to analytics techniques that are predictive and more objective and quantitative?
    –What McKinsey’s studies on retention reveal: Which factors are better predictors of unwanted attrition than the commonly intuitive things like individual’s performance rating or compensation?
    –How can the service experience of employees be improved when interacting with HR?
    –How can routine HR tasks be automated and work flow effortlessly in your HR department?
  • Intelligent ITSM: The Future of AI-Powered Service Desks
    Intelligent ITSM: The Future of AI-Powered Service Desks
    Reetu Kainulainen, CEO and Founder of Ultimate.ai and Peter Schneider, VP Products Efecte Plc, Recorded: Nov 27 2018 55 mins
    AI-power your service desks to cut costs, scale output and boost service experience. Augment your service desk agents with AI; support agents with real-time answer recommendations and empower them to respond faster and more accurately, with less effort. Reduce the burden on your agents and automate simple cases and processes entirely in your IT and HR service desks. In this webinar, delivered to you by Efecte Plc. in collaboration with our AI partner ultimate.ai, learn answers to the following questions:
    - What is the role of AI in great customer service experiences of the future?
    - Conversational process automation: what does the fourth generation of process automation look like?
    - What real-life examples are there of service management and delivery enhanced by AI?
    - What do Super Agents look and feel like – in real life?

    Get to know the presenters

    Peter Schneider, VP Products, Efecte Plc

    Peter has been leading the Products Unit of Efecte since June 2014 and is responsible for product management and engineering. Earlier in his career, he has been holding various product management roles for enterprise and communication service provider solutions in Nokia and Siemens. In recent years, Peter has written various expert articles on IT and Enterprise Service Management in publications such as Computerwoche and the itsmf magazine in Germany.

    Reetu Kainulainen-1Reetu Kainulainen,
    CEO & Founder, Ultimate.ai

    Reetu is the CEO and Founder of Ultimate.ai. Based across Helsinki/Berlin, Ultimate.ai provides AI solutions to help enterprises scale their customer service. Ultimate.ai is one of the fastest growing AI companies in Finland and has been named a Top 50 Startup by the European Union. The Ultimate.ai platform AI powers the customer service operations of leading enterprises across the Nordics, Germany and UK.
  • Agile ITSM - finally a topic in ITIL?
    Agile ITSM - finally a topic in ITIL?
    Markus Bause, CEO, SERVIEW and Peter Scheffczyk, Senior Presales Consultant, Efecte Recorded: Nov 20 2018 61 mins
    Over the years, ITIL has become the leading framework for the implementation of IT Service Management and provided a clear framework for action. The goal was to comply with ITIL guidelines in order to manage an efficient IT organization. Today however, IT has to be able to offer IT solutions for short-term and strategic changes at all levels of the company, to work in harmony with the business and to meet new requirements quickly and efficiently. Your IT Service Management has to adapt with more agility to be able to meet these new challenges.

    Can IT Service Management become more agile within the boundaries of ITIL? If yes, how? Or does ITIL has to fundamentally change to allow for more agility?
    How should an efficient IT organization look like nowadays?

    These are some of the questions we try to answer during this webinar and live demo.

    Bring your questions, we're looking forward to discussing with you!

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