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Customer Experience

  • Inclusive Event Marketing
    Inclusive Event Marketing
    Chaitra Vedullapalli Recorded: Aug 16 2019 59 mins
    Inclusiveness is a huge topic that every organization needs to be focusing on. Events become integral part of human connection in doing business. In this session, we will talk about how to design inclusive marketing experiences to achieve your business goals by driving inclusion and creating access for all.
    What can you expect from this session?
    Do’s and Don’ts of the inclusive marketing
    Formulating narrative for your upcoming event with inclusivity as focal point
    Case studies – Microsoft Inspire, Women in Cloud, 451 Research
    Technology and tool for inclusive marketing
  • Why your Contact Center needs a Conversational AI Platform
    Why your Contact Center needs a Conversational AI Platform
    Pranav Deshpande, Product Marketing - AI/ML @ Twilio and Ricky Holtz, Sales Engineer Recorded: Aug 15 2019 53 mins
    Conversations powered by AI allow your contact center teams to deliver more of a personal and faster customer experience while improving operational efficiency. So why do 60% of customers try to skip IVRs to get to a human agent as soon as they can?
  • Top 5 Podcasts: Digital Transformation From Cisco to GE and Beyond with Bill Ruh
    Top 5 Podcasts: Digital Transformation From Cisco to GE and Beyond with Bill Ruh
    Ed Maguire, Principal Partner, Momenta Partners & Bill Ruh, CEO of Digital Business at LendLease Group Recorded: Aug 15 2019 58 mins
    Bill Ruh is CEO of Digital Business at Lendlease Group, a global developer and construction company for high rise and other real estate developments. Previously, he was the Chief Digital Officer for all of GE and CEO of GE Digital. Our conversation explored the nature of digital transformation, the considerations for creating goals and aligning the organization for success. One of the key insights is that transformation for industrial firms draws from best practices of technology companies, and the core principle is that technology companies’ missions are tied to asset optimization and better outcomes. He also shared how large companies need to think of transformation in two speeds – shorter term and longer term, where Speed 1 is the quarter to quarter focus and Speed 2 is the long term “moon shots”. He compares and contrasts the innovation mindset and approaches between startups and established companies, and shares best practices for larger companies to bridge the cultural gaps between their legacy and digital businesses. He also shares his views of the future of the construction and real estate industries enabled by the transformative impact of new technologies, which he is spearheading in his new role at Lendlease.
  • Ask the Biometrics Expert: Q&A on the current state of Biometrics
    Ask the Biometrics Expert: Q&A on the current state of Biometrics
    Susana Lopes, Biometrics Product Manager & Niamh Cassidy, Head of Content Recorded: Aug 15 2019 21 mins
    Biometric technology has been gathering traction and is becoming almost ubiquitous across a range of industries and applications. But how does it work, what are the benefits, and what do businesses need to look at when implementing the technology?

    Watch this Q&A with Onfido’s biometrics expert, Susana Lopes, to learn:
    The new trends and tech that are seeing biometrics replace traditional identifiers
    Why a single biometric isn’t a silver bullet, and why multi-factor doesn’t always mean more secure
    The difference between behavioural and biological biometrics, and which will work best for your users
    What should be on your checklist when implementing biometric solutions.
  • Prognosis for UC Live Demo [August 2019]
    Prognosis for UC Live Demo [August 2019]
    IR Senior Solutions Engineer Recorded: Aug 14 2019 38 mins
    Join one of our Senior Solutions Engineers for a demo of Prognosis for UC, with live Q&A.
  • Intro to Messaging at Scale
    Intro to Messaging at Scale
    Dave Esber, Product Marketing @ Twilio and David Lowes, Solutions Engineering @ Twilio Recorded: Aug 13 2019 39 mins
    Nine in 10 customers want to message with a business. Yet, messaging at scale is hard. In this three-part webinar series, we outline some of the key concepts you should consider as you scale your customer messaging and considerations for the future.

    Anyone can send their first message with just a few lines of code and a credit card, but with Twilio just a few tweaks to your code can help you send millions of messages to customers around the world. In this webinar, we touch on a few key messaging concepts like queueing, status callbacks, segments, concatenation, transcription, and phone number types. These SMS practices will help you set up your infrastructure to scale as your business grows.
  • AI for Identity Verification: Going Beyond the Buzzwords
    AI for Identity Verification: Going Beyond the Buzzwords
    Parker Crockford – Director of Policy & Strategic Accounts, Onfido | Mohan Mahadevan – VP of Research, Onfido Recorded: Aug 13 2019 55 mins
    The way we verify our identities is changing. With traditional enterprises evolving and taking their operations fully digital, and newer all-digital businesses are growing exponentially, it makes sense that identity verification and KYC move online too. But in a remote setting, it’s hard for businesses to scale up their user onboarding without also increasing risk. Now, many are turning to AI-based solutions to meet that need.

    From hybrid to augmented, machine learning to deep learning, there are lots of new approaches to identity verification out there. But how can businesses tell the difference between buzzword and true black box, and what are the benefits of each?

    In this discussion, we’ll decode the various different applications of AI to the identity verification problem. We’ll also discuss how to use these new technologies to increase efficiencies at scale and provide exceptional customer experiences.

    Join this expert panel webinar to hear a dynamic panel discussion on:
    -The challenges of traditional methods of identity verification, and why enterprises are turning to AI
    -The different ways AI can be applied for more efficient identity verification
    -The benefits of a hybrid human-AI approach
    -A new identity reality: How will we be able to use our identities in future
  • The Latest Thinking on Contact Centre Metrics
    The Latest Thinking on Contact Centre Metrics
    Rachael Boynton - Call Centre Helper, Mike Murphy - Genesys, Morris Pentel - Customer Experience Foundation Recorded: Aug 13 2019 70 mins
    Are you using the best contact centre metrics ? Are you measuring the right things, to improve performance.
    In this webinar we looked at the latest thinking on contact centre metrics and help you choose the best measurements for your organisation.

    Topics to be discussed
    •The Best Metrics for your Contact Centre
    •The Latest Thinking on Metrics
    •Using metrics to drive change and improve advisor performance
    •Customer Satisfaction CSAT and DSAT
    •NetPromoter Scores NPS
    •First Contact resolution FCR
    •Customer Effort Scores Customer Effort
    •Quality Scores
    •Average Handling time
    •Adherence and Shrinkage
    •Productivity metrics
    •The role of Technology
    •Top Tips from the Audience
  • Transforming Customer Care with AI -- An Interview with Laura Bassett
    Transforming Customer Care with AI -- An Interview with Laura Bassett
    Laura Bassett, Senior Director Product Marketing, NICE inContact Recorded: Aug 9 2019 5 mins
    Consumer expectations are changing. How do your customers perceive CX vs the perception of CX in your center? What are consumers willing to do today and how does this impact your agents?

    Watch this 4 minute video interview between Laura Bassett of NICE inContact and David Hadobas of CCNG as they discuss some key points for an upcoming live webinar on September 10th. If you are looking for a different perspective on AI and how advances in AI can contribute to an improved customer experience, this is a webinar you won't want to miss!
  • Fast-Tracking Your Service Transformation with Salesforce Lightning & Coveo
    Fast-Tracking Your Service Transformation with Salesforce Lightning & Coveo
    David James, Product Marketing Director at Coveo & Neil Kostecki, Sr. Product Manager - Salesforce at Coveo Recorded: Aug 8 2019 32 mins
    The customer community. The contact center. The self-service support site. The chatbot you’re struggling to implement.

    With so many customer touchpoints, how do you keep pace and transform your service delivery to ensure customers and support agents alike are delivered the most relevant content, in the right context and at the exact moment of need?

    Coveo for Salesforce brings AI-powered search and recommendations directly inside your Service Cloud, Community Cloud, Sales Cloud and Salesforce Platform investments. The best part? Coveo is Lightning ready. So goodbye to custom coding and hello to drag and drop components. Whether you’ve already made the switch, or you’re looking to make the transition to Lightning, we have you covered.

    Join us for a live demo webinar to learn how fast-tracking your service transformation using Lightning and Coveo can:

    - Improve the agent experience inside Service Cloud to make them more productive and proficient
    - Deliver more relevant digital experiences for your customers on your community or website with chatbots and case deflection workflows
    - Gain deeper customer insights with rich analytics and reports to help your support org make better decisions
  • AI: The Next Wave of Productivity in Connected Industry
    AI: The Next Wave of Productivity in Connected Industry
    Ed Maguire, Principal Partner, Momenta Partners Recorded: Aug 8 2019 55 mins
    This special webinar presentation focuses on Artificial Intelligence and how it is changing the nature of Connected Industry.

    Artificial Intelligence and Machine Learning technologies are increasing productivity and accelerating the evolution of next generation solutions in the industrial IoT. In our webinar we will explore the "state of the union" around AI - the investment climate and key developments in research and business applications. We discuss some of the key considerations, risks and opportunities as AI technologies have become integrated into more parts of the economy. We also feature two innovative firms that are applying AI transform their businesses - Senseye and RevTwo.

    We will take a look at:

    - How and where AI is accelerating the ability to create value from IoT data
    - Key trends in AI Investment and research
    - Focus on companies that are successfully leveraging AI technologies in their Connected Industry offerings
    - Where you can benefit from growing use of AI in your business
  • RPA + AI – Delivering intelligent automation in supply chain & logistics
    RPA + AI – Delivering intelligent automation in supply chain & logistics
    Ramesh Muniyandi, Senior Manager - RPA Recorded: Aug 8 2019 58 mins
    According to ISG, a global technology research firm reports that in forthcoming years, most enterprises will shift towards using RPA to increase productivity & level of compliance and efficiency in Supply Chain & Logistics.
    The webinar will shed lights on why intelligent automation is the future of supply chain and how enterprises can quickly adopt RPA to streamline processes, increase productivity and deliver exceptional results.
    Join this webinar to learn:
    1. How to implement RPA in supply chain & logistics processes
    2. Creating a smart data-centric supply chain organization
    3. Making better & faster decisions with Intelligent Automation
    4. Deliver better customer satisfaction using Intelligent Automation
    5. Success Story
  • The Secret to Successful Marketing to the Technical B2B Buyer
    The Secret to Successful Marketing to the Technical B2B Buyer
    EarleyInfoSci, Mouser Electronics, Brock White Recorded: Aug 7 2019 59 mins
    The B2B technical buyer is a unique persona with specialized needs. In order to get and keep this valuable customer on your site you must speak directly to their needs. So, how are the needs of technical buyers defined and translated into an engaging experience? The B2B and B2C ecommerce experiences have many similarities. Some lessons learned from B2C can be valuable to B2B. However, the two markets also have important differences, and the customer journey needs to reflect them.

    In this panel you will learn specifics about:

    --The archetypes of B2B buyer
    --Motivators and demotivators for making purchases
    --How to identify, structure and present content and assets that move the sale forward
    --The critical role of personalization
    --How merchandizing, cross-sell and up-sell leverage organizational knowledge about customer challenges

    This roundtable delivers valuable insights for CMOs, VPs of Digital, and Senior Marketing executives in organizations that operate as manufacturers, suppliers, and/or distributors in the industrial, high-tech, aerospace, life-sciences, and MRO spaces.
  • Content Meets Data: Building Bridges using Knowledge Graphs as a Base
    Content Meets Data: Building Bridges using Knowledge Graphs as a Base
    Rahel Anne Bailie & Thomas Burg Recorded: Aug 7 2019 61 mins
    Large tech companies have been hoarding data and information for years, many of it sitting in various departments, untouched. Organizations are beginning to understand the need for automation to process all of their unstructured and structured data into meaningful knowledge, helping to drive content and creating new forms of distribution channels with the help of augmented intelligence. 

    Join Paul Perrotta, The Technical Communication Wrangler for this free one-hour webinar. Paul’s special guests will be Thomas Burg, Business Solution Architect at Semantic Web Company (PoolParty), and Director of Content for Babylon Health, Rahel Anne Bailie. Attendees will learn about leveraging an organization’s content offerings and how to optimize its production and delivery to help meet your goals.

    This webinar will also discuss the importance of using Semantic AI in Knowledge Graphs, including:

    • Learning how to develop and deliver strategic content solutions based on semantic knowledge models

    • Showing you how to link content to external data sources and the benefits it can bring to a content strategy

    • Demonstrating to data engineers how to benefit from semantic text mining

  • How to achieve GRC Maturity using ServiceNow? (Part-2)
    How to achieve GRC Maturity using ServiceNow? (Part-2)
    Clara Abraham, GRC Consultant; Swetha Shankar, ServiceNow Specialist; Kaviarasan S, ServiceNow Evangelist. Recorded: Aug 7 2019 50 mins
    In this part-2 of the GRC webinar, we are going to cover the stage 2 in achieving GRC maturity – ‘Improve Visibility and Performance’. In the previous session, we have covered how to get on-board in ServiceNow GRC from a manual processes. This session would cover step-by-step process on the following areas:

    Key takeaways:

    Introduction to stage 2: Repeatable (Improve Visibility and Performance)

    - Expand GRC/IRM to 2-3 use cases
    - Adoption expansion to process and control/risk owners
    - Monitoring on a point- in-time basis
    - Visibility through Dashboards & PA.
    - Start top-down. Leverag the Profiling engine

    Demo on ServiceNow GRC to cover the following:

    - Scoping for GRC using profiles
    - Controls management - Control Attestation and Control Indicators
    - Enterprise risk management - Risk assessments, Upstream and downstream risks and Risk Indicators
    - Dashboards to monitor controls and risks
  • AI Myths Debunked Series: AI and the Nature of Work
    AI Myths Debunked Series: AI and the Nature of Work
    Stephen Rahal, Director, Product Marketing, Coveo Recorded: Aug 7 2019 45 mins
    The biggest fear in the advancement of AI is its impact on our work. But we’ll look beyond the most common myths to uncover and understand the supporting role AI and machine learning can play in helping workers grow and perform in their roles, and how relevancy can be injected throughout the employee experience. In this webinar, you’ll learn:

    - The relationship between AI, machine learning and knowledge work
    - Work scenarios that are optimized through the practical use of AI
    - How to digitally-enable your employees and deliver a consumer-like experience
  • Top 5 Podcasts: Managing Expectations - A Conversation with Guido Jouret
    Top 5 Podcasts: Managing Expectations - A Conversation with Guido Jouret
    Ed Maguire, Principal Partner, Momenta Partners Recorded: Aug 6 2019 49 mins
    Our conversation explored Guido Jouret’s core principles around digital transformation, best practices for implementation as well as key lessons as they have applied in his career. Notably, we explore the implications of how the coming transition in transportation from internal combustion engines to self-driving electric powered transportation has implications all across the value chain.

    We explored a range of topics including:

    - What does digital transformation mean?
    - How to asses where change is occurring external to the organization, and how best to map impact on the business, the organization and the market;
    - How to asses with which customer journeys matter most to the company;
    - How to effectively organize sponsorship and leadership;
    - Best practices in implementing an iterative approach to improvement;
    - How to evaluate and challenge ideas;
    - How to ensure effective collaboration between IT and the rest of the organization;
    - How to manage resistance and/or risks related to the existing business;
    - Common mistakes organizations make early in the process of launching digital initiatives.
  • How Kustomer and Amazon Connect Help Bulletproof Deliver High-Touch Care
    How Kustomer and Amazon Connect Help Bulletproof Deliver High-Touch Care
    Michael Callahan (Bulletproof), Chris Bergin (Amazon Connect), Doug Jarvis (Kustomer) Recorded: Aug 1 2019 55 mins
    Bulletproof, a high-growth nutritional and wellness brand, has reimagined how it delivers customer service by adopting Kustomer and Amazon Connect for its customer care team.

    Hear how Bulletproof is leveraging the seamless integration between these two solutions to streamline transactional support conversations, freeing up more time for high-value engagements with its passionate customers without adding advocates to its customer care team.
  • How can the CIO accelerate the digital business journey?
    How can the CIO accelerate the digital business journey?
    Featuring Oxfam, Box and Okta. Recorded: Aug 1 2019 30 mins
    Today, CIO’s face the difficult challenge of bringing new technologies and processes to the business, whilst simultaneously maintaining their security and governance posture effectively. Yet, with 80% of businesses recognising that they need to bring in new digital technologies in order to compete in the future, the CIO has become an important part of enterprise digital transformation. This webcast discusses how the CIO can help accelerate the digital business journey. 
  • Accelerating Customer Performance via Strategic Customer Assessments
    Accelerating Customer Performance via Strategic Customer Assessments
    Thomas B. Cross Recorded: Jul 31 2019 31 mins
    In this 30-minute webinar, we will explore the means for accelerating company performance by increasing performance of their customers using strategic assessments. Here are the Top-10 Topics presented.
    1 - Customer – now and forever will always be about the customer.
    2 - Content - the words, images, ideas, AI abstractions or messages you use to communicate to the customer.
    3 – Channels Media – what mainstream and other media channels are customers using now and will use?
    4 - Channels of Distribution – build “agile” sales channel models adapting to known and emerging markets designed to reduce enterprise sales cycles.
    5 – Connections - the means for networking with other businesses, industry, government and others.
    6 - Communications - the unique organization processes that occur between companies and customers.
    7 - Collaboration - organizational thought leadership for content development and delivery processes.
    8 - Call to Actions – driving behavior without which nothing happens.
    9 - Crisis - chaos, buzz, glitz, hate, squawk, gossip, glam and anything you can imagine being said for or against you.
    10 - Coming Sooner - the race to zero and competition is not just coming soon but sooner.
  • Why Safety Measures Are Important to Your Business
    Why Safety Measures Are Important to Your Business
    Shane Redden, Director of Safety Recorded: Jul 31 2019 36 mins
    What are you doing to protect the safety of your workers and business? Ensuring your teams have the right resources, training, and protection is paramount to any business’s success. Failure to do so can result in costly injury, death, and a tarnished business reputation.

    Everyone plays a role in contributing to a safe work environment, and organizations like OSHA offer guidelines to help you along the way.

    Hear from our experts as they share the value in providing the right safety measures to not only protect your organization’s greatest asset—your employees—but also the success of your business. In this webinar, Shane Redden, Director of Safety at TrueBlue, discusses:

    -Common injuries and their impact on a business
    -The value in using safety best practices and guidelines, such as OSHA
    -Using technology to share safety measures
    -How everyone plays a role in contributing to a safe work environment
  • AI Myths Debunked Series: AI and How We Buy
    AI Myths Debunked Series: AI and How We Buy
    Simon Langevin Recorded: Jul 31 2019 43 mins
    We crave personalized buying experiences. Too much choice stresses us out. In this session, we explore some of the misconceptions about delivering relevance throughout the buying process, and engage with experts to learn how pairing AI-powered site search and recommendations can reduce frustration and increase conversions.

    In this webinar, you’ll learn:
    - The relationship between AI, machine learning and purchase behavior
    - Examples to help shape your personalization strategies
    - How to achieve relevance and buyer personalization at scale
  • The Business of IT: Drive Real Business Outcomes with ServiceNow ITBM
    The Business of IT: Drive Real Business Outcomes with ServiceNow ITBM
    Janeen Osselborn, Leanne Bartkus, Meghan Lockwood Recorded: Jul 30 2019 60 mins
    In this ServiceNow ITBM webinar, learn about...
    - Engagement Trends
    - IT Business Management Capabilities, including Project Portfolio Management, Agile Delivery, Financial Management, and Application Portfolio Management
    - Engagement Path Recommendations
  • Roadmap to M&A success
    Roadmap to M&A success
    Tasktop Senior Value Stream Architect, Wendy Flowers Recorded: Jul 30 2019 26 mins
    Roadmap to M&A success: How model-based integration minimizes disruption and improves collaboration across your software teams


    With more than two-thirds of M&A transactions failing, there's continuous pressure on IT leaders to pave the way for smooth transitions. When combined, the software delivery teams of both companies can leverage economies of scale and propel enterprise innovation that was previously unattainable.

    But first, you need to get everyone rowing in the same direction.

    Join us to learn how Tasktop’s model-based integration provides the flexibility to accommodate organizational changes with minimal disruption to teams so you can:
    • Make sense of your post-merger toolstack
    • Keep your teams focused on innovation
    • Improve collaboration across teams without tool consolidation
    • Gain visibility and traceability across the entire software development and delivery value stream
  • Magecart: What it is, how it works, and how to prevent it
    Magecart: What it is, how it works, and how to prevent it
    Peter Blum, VP of Technology Recorded: Jul 25 2019 15 mins
    Join Instart’s VP of Technology, Peter Blum, in a fireside chat where we will discuss the latest threat “Magecart” and answer all your questions about what you can do to prevent it.

    In this webinar, you will learn:
    - What a Magecart attack is
    - How it works
    - What IT departments should do to address the threat
    - What you can do to prevent it
  • Learn How Dirty Data can increase Profitability at Banks
    Learn How Dirty Data can increase Profitability at Banks
    Anand Subramaniam, Principal Architect AI & ML Practice, Aspire Systems Aug 20 2019 1:30 pm UTC 60 mins
    Figuring out how dirty data can be converted into useful insights can be a pain. Information about your customers can be easily retrieved if you have correct and actionable data that can be worked on. AI can only do wonders if this is the case. Banks that segment their customers’ data using AI have increased their revenue up to 30%. But let’s take a step back and think – when was the last time you checked for data accuracy. Or how sure are you that the data you’ve entered into your AI algorithm is correct? To predict what your banking customers are looking for, you need to have the data cleaned and all set for AI initiatives to succeed.

    In this webinar, you will learn

    • How to get the data cleaned up?
    • How to use them to get better insights?
    • How to use insights to improve your ROI?

    Speaker - Anand Subramaniam, the Head of AI Practice at Aspire Systems

    Join us on a August 20, Tuesday for an hour, discussing vital topics that can place you ahead in your data transformation journey.
  • How to Win in Business with Content Intelligence
    How to Win in Business with Content Intelligence
    Colleen Jones Aug 20 2019 5:00 pm UTC 60 mins
    Make smarter content decisions for better business results with content intelligence. That sounds great, but how?

    Join Scott Abel, The Content Wrangler, for this free, one-hour webinar with Colleen Jones, CEO of Content Science, and learn why content decisions are like playing poker. This webinar reveals secrets to succeeding with content intelligence inspired by world-class poker.

    Three Takeaways:

    • Recognize three types of content decisions that benefit from content intelligence.
    • Understand four ways content intelligence can improve content decisions.
    • Find out what it takes to win big on content.


    A content expert and Star Wars fan, Colleen Jones is the founder of Content Science, a content strategy and intelligence firm where she has advised or trained many of the world's leading organizations to become Jedi Masters of digital content. She is also the former head of content at MailChimp, the marketing platform recognized by Inc. as 2017 Company of the Year. Colleen has earned recognition as one of the Top 50 Most Influential Women in Content Marketing by a TopRank study, a Content Change Agent by the Society for Technical Communication's Intercom Magazine, and one of the Top 50 Most Influential Content Strategists.
  • B2B Site Search Best Practices: Give Customers What They Need, When They Want It
    B2B Site Search Best Practices: Give Customers What They Need, When They Want It
    Andrew Crowder & Lipika Brahma Aug 20 2019 6:00 pm UTC 60 mins
    Are visitors looking for a needle in a haystack when they come to your website? Prospects and customers have an insatiable need for information. If they can’t find what they are looking for quickly and easily, they will stop looking and leave.

    That’s why personalized search results delivered with lightning speed are critical. Search is the most popular site function for manufacturers, and the biggest indicator of a customer’s intent to purchase from distributors. The website is now a crucial priority that directly impacts business revenue.

    Join us to learn how Acuity Brands -- the largest manufacturer of lighting and lighting control systems in North America -- completely rebuilt its search-led website in just five months and on budget. Andrew Crowder, VP of Enterprise Architecture, will share his team’s strategy for executing on a critical imperative that came with high expectations, with tips on planning, lessons learned, and what’s next for search.

    Attend this webinar and learn:

    - How to plan and execute a large search-enabled site on time and on budget
    - Why machine learning, AI and a server-less environment are key to delivering quality content for every search use case, every time
    - The efficiencies of enabling business users to manage search right from Sitecore
  • The Role of Data Virtualization in an API Economy (APAC)
    The Role of Data Virtualization in an API Economy (APAC)
    Pablo Alvarez-Yanez, Director of Product Management, Denodo Aug 21 2019 1:30 am UTC 47 mins
    Digital Transformation, even though a cliche, is definitely on top of every CEO's strategic initiative list. At the heart of any digital transformation, no matter the industry or the size of the company, there is an API strategy. Application programming interfaces (APIs) are the connection points between one application and another, and as such, they enable applications to build on each other, extend each other, and work with each other. Taken together, APIs represent a thriving ecosystem of developers that is showing no sign of slowing down.

    Attend this webinar to learn:

    - How data virtualization greatly enhances the capabilities of an API
    - How data virtualization works as a service container, as a source for microservices and as an API gateway
    - How data virtualization can create managed data services ecosystems in a thriving API economy
  • [Ep.1]: AI Drives Measurable Success in Customer Engagement
    [Ep.1]: AI Drives Measurable Success in Customer Engagement
    Robin Gareiss, President & Founder, Nemertes Research Aug 21 2019 12:00 pm UTC 60 mins
    Intelligent Customer Engagement Series [Ep.1] AI Drives Measurable Success in Customer Engagement

    Nearly 50% more companies are using or planning to use AI in their customer engagement initiatives.
    Nemertes recently studied how 518 companies are using AI and analytics to improve their customer experiences. This webinar details:
    • how these companies use AI
    • what measurable improvements resulted.
  • MoneySupermarket Delivers Intelligent Marketing for the Empowered Consumer
    MoneySupermarket Delivers Intelligent Marketing for the Empowered Consumer
    Marina Zennaro and Tom Smith, Product Marketing Salesforce. Clara Toombs, Head of CRM Strategy, MoneySuperMarket Aug 21 2019 1:00 pm UTC 31 mins
    Watch this session from Salesforce World Tour, London where the product leaders and trailblazer MoneySuperMarket show how the #1 marketing platform is enabling intelligent marketing and driving growth for one of the UK’s leading price comparison websites, an established member of the FTSE 250.
  • Part 2 - Moving off of a Legacy System: How to Migrate Successfully
    Part 2 - Moving off of a Legacy System: How to Migrate Successfully
    Chaitanya Yinti, ForgeRock and Steve Giovannetti, Hub City Media Aug 21 2019 3:00 pm UTC 60 mins
    Based on the state of my organization’s legacy IAM system, what is the best plan for migrating to a more modern platform? What is the best way to execute that plan, while also maintaining the current platform, its availability and integrity of data?

    Join ForgeRock and Hub City Media to learn how to make migrating IAM systems seamless, and the best strategies to consider for deployment.

    •Parallel Deployments vs. Coexistence vs. Rip-and-Replace: Which method makes sense for your organization? What are the pros and cons of each?
    •How to migrate efficiently, successfully and securely
    •Why migrating a wide variety of applications can be a roadblock, and how to overcome it
    •Use Case Spotlight - Successful client journeys

    By registering for this webinar you agree ForgeRock will maintain and process your personal information for communicating with you.
    The following partner(s) of the the above webinar(s) will have access to the list of registrants, including your contact information:
    Hub City Media (https://www.hubcitymedia.com/privacy-policy)
  • AI for Business & IT - 8 Technologies, 9 processes, 10 checklist items
    AI for Business & IT - 8 Technologies, 9 processes, 10 checklist items
    Arun Trivedi Aug 21 2019 4:00 pm UTC 45 mins
    As AI becomes all-pervasive, more and more companies need to start thinking about how AI can help in their business transformation and optimization journey. According to a Gartner survey, 54% respondents plan to start deployment within the next few years. However, their are multiple barriers, including finding a starting point and fear of the unknown.

    This webinar breaks down AI for the business & IT - what use cases should CIOs and business organizations focus on and how do we get started? What are the possible use cases? How do we even go about thinking about AI in our organization in a structured way?
  • The Real-World Impact of Product Data on User Experience
    The Real-World Impact of Product Data on User Experience
    EIS Director of Delivery Jason Hein and Principal Taxonomist Chantal Schweitzer Aug 21 2019 5:00 pm UTC 15 mins
    Product content will make or break your digital commerce user experience. But what does that really mean? In this 15-minute session our digital commerce experts use real world examples to:

    -- walk through the basics of content strategy
    -- illustrate how product content can be used to differentiate from competitors (for better or worse)
    -- show how various components of your “Product Rulebook” directly impact the users experience
  • 4 Keys to Improving Agent Satisfaction
    4 Keys to Improving Agent Satisfaction
    Chris Hanna (Evolving Management); Gayathri "G3" Krishnamurthy (NICE inContact); Fancy Mills (moderator) Aug 21 2019 6:00 pm UTC 60 mins
    Customer satisfaction has long been a top priority for the contact center, but in today’s competitive job market, agent satisfaction is a growing concern for leaders. In a traditionally high-stress, high-turnover industry, every leader wants to know the secret to agent happiness. There’s no magic bullet, but based on brand new ICMI research, we’ve identified four keys to improving the employee experience in the contact center. What do the most engaged employees have in common, what are the top drivers of dissatisfaction, and how might this new insight help your team improve morale and performance, all while boosting CSAT? Join us on August 21 for an eye-opening discussion!

    During this webinar, you will learn:

    - What the most satisfied contact center agents have in common

    - What new ICMI research reveals about top drivers of agent dissatisfaction

    - How you can better align your people, processes, strategy, and technology to improve both the employee and customer experience

    Join us for an interactive and informative hour, filled with practical tips, and complete with live audience Q&A.
  • Payments & Retail: the impact of friendly fraud
    Payments & Retail: the impact of friendly fraud
    BRC & The Chargeback Company Aug 22 2019 1:00 pm UTC 60 mins
    This webinar will explore how retailers can manage payment disputes and stop revenue loss with key trend analysis and case study examples.
  • Combining  #3brainselling with Neuroscience to accelerate growth
    Combining #3brainselling with Neuroscience to accelerate growth
    Mark Erskine: ISM Fellow Aug 27 2019 10:00 am UTC 60 mins
    Reasons to Attend:

    Understanding brain development since caveman times provides the key to influencing others especially given the massive advances in neuroscience over recent years which has taken the art of persuasion beyond psychology into brain chemistry. The Reptilian brain, the Limbic system and the Neo Cortex can be likened to your “Gut”, “Heart” and “Head” brain. These three brains transmit data constantly to each other when we make decisions but if we want sales success we must first understand our own preferences by using behavioural profiling and then diagnose which of these dominates the customers brain to stimulate sales, increase conversion ratios and shorten sales cycles.

    Key Takeaways

    •Understand how the human brain has developed and how to use this in sales
    •Discovering your own behavioural brain preferences is the critical first step to managing your selling style
    •Learn what techniques stimulate which part of the brain and how to leverage them
    •Understand why selling has to stimulate each part of the brain to ensure success
    •Learn why so many training methodologies and programmes are too one dimensional to succeed.
  • Use Cases for Conversational AI in the Automotive Industry
    Use Cases for Conversational AI in the Automotive Industry
    Siem Uittenhout, Ann Knox, Yelena Kasianova Aug 27 2019 4:00 pm UTC 60 mins
    Conversational AI is changing the way people interact with technology.

    From speech-enabled interfaces, through to intelligent virtual assistants and chatbots, it’s becoming increasingly apparent that customers are looking for a more humanlike, natural experience.

    Teneo is one of the most human-like experiences available in commercial conversational AI today, providing the complex capabilities required to create the simple, intuitive experience that your customer demands, while increasing customer engagement. With Teneo, a chatbot can be trained to go beyond the typical 85% understanding mark of competitor products to deliver near-perfect results every time.

    Join Siem Uittenhout, Presales Consultant at Artificial Solutions as he demos a Teneo built automotive solution called the Smart SatNav assistant. As well as, Ann Knox, who will discuss our current live solutions with a client in the automotive industry.


    Introducing Teneo Developers, a new comprehensive resource to allow enterprise developers and partners fast access to experience the power of Teneo. Visit www.teneo.ai to get started for free.
  • Building a world-class sales organization
    Building a world-class sales organization
    Dell for Entrepreneurs Aug 27 2019 5:00 pm UTC 60 mins
    The quality of your sales force has a direct, accumulating, impact on your business as you grow – and building it from the ground up is the way you turn your business into a world-class sales organization. But it's not just about how many clients you're speaking to or closing, but how many clients feel like your sales team partners with them as true advisors.

    Join this VB Live event to learn the essential strategies and key best practices for small and mid-sized companies to not just keep up with your competition but pull ahead.

    Register for free now!

    Attend this webinar and learn:
    *How to effectively hire and train a top sales force
    *What the smartest sales quotas look like, and how to set them
    *How to create and implement business management systems
    *What motivates sales teams, and how to take advantage
    *What an effective sales culture looks like and how to build one

    *Burt Powers, Senior Director of Dell Small Business Sales
    *Stewart Rogers, Analyst At Large, VentureBeat
  • Future-Proof Your ServiceNow Strategy: How to Build a Strategic Roadmap
    Future-Proof Your ServiceNow Strategy: How to Build a Strategic Roadmap
    John Huckle, John Beasley, Marci Parker, Meghan Lockwood Aug 27 2019 5:00 pm UTC 60 mins
    Does your ServiceNow strategy hold-up to the demanding needs of IT, your Customers, and your employees in 2020?

    With ServiceNow expanding beyond IT in recent years with Customer Service Management and HR Service Delivery, we see clients building strategic roadmaps that cross the entire enterprise.

    In this webinar, you'll learn how roadmaps are changing (and how to effectively communicate ServiceNow's value to your executives), roadmap examples from our clients with varying levels of maturity, the keys to success like governance and organizational change management, and what you can still accomplish in 2019.

    Don't miss out on this opportunity - register for the webinar today.
  • How to Use Intelligent Site Search to Increase Conversions
    How to Use Intelligent Site Search to Increase Conversions
    Jon Rossman & Mark Floisand Aug 27 2019 6:00 pm UTC 55 mins
    Your customers don’t have time to browse all over your site. They want to search for – and find – what they need quickly and easily through personalized experiences. And with site search users being up to 5 times more likely to convert, the stakes for relevant results and recommendations are higher than ever before.

    In this webinar, you will learn how Motorola Solutions is adapting its digital strategy to the changing expectations of their customers. Jon Rossman, Solutions Digital Experience Manager at Motorola will share his experience and lessons learned from creating a more relevant, unified and personalized website experience. You’ll hear practical tips to increase website traffic and conversion, and strengthen the relationships with your brand. Additionally, you will learn:

    · Motorola’s strategy and roadmap to create relevant experiences at scale
    · Simple site design and functionality changes that can have a big impact on search
    · How artificial intelligence can help you deliver the most relevant search results
    · How to leverage analytics from the search experience to evolve your web strategy
  • Facing The Facts: The State of Personalization Today
    Facing The Facts: The State of Personalization Today
    Eric Fullerton, Sr. Product Marketing Manager, Acquia, Ted Ottey, Product Manager, Acquia Aug 28 2019 9:00 am UTC 49 mins
    We’ve been talking about the value of personalization for ten years (or maybe more), and you’ve likely read dozens of articles explaining how personalization can help drive business results.

    The personalization space has fundamentally shifted. Once a “nice to have” and competitive advantage, personalization is now a requirement for customer experience focused organizations. In fact, 89% of digital businesses are investing in personalization, meaning if you aren’t doing so today, you’re already behind the competition.

    That said, building a personalization practice is still a challenge for a lot of organizations today. Some are lacking strategy from the outset, knowing they want to “do personalization” but not exactly sure what that means or how to start. Others have a clear sense of what they want to do, but are constricted by the bottleneck that exists between marketing and development teams.
  • Data Cleanup with Semantic Technologies — Cleaning Up Your Data Landfill
    Data Cleanup with Semantic Technologies — Cleaning Up Your Data Landfill
    Andreas Blumauer & Bruno Wildhaber Aug 28 2019 3:00 pm UTC 60 mins
    Data growth and chaotic data management is causing ever-increasing costs and user discontent. More and more “digital landfills” are created — completely obsolete data that continues to be stored and managed unnecessarily. International studies show that around 70-80% of all stored data is of no use to the organization, increasing the overall cost for managing data.

    How can the valuable data be separated from the Redundant, Outdated, Trivial (ROT) data which is duplicated, obsolete, or has no meaning for the organization?

    The traditional approach is to manually identify and clean files, folders, data structures and the like. But this manual approach is limited, merely because of the amounts of data stored in an average organization. Consequently, an automated solution is required. An important starting point is the automatic classification of all data in order to be able to eliminate ROT data objects continuously.

    Join Paul Perrotta, the Technical Communication Wrangler with his special guests, Andreas Blumauer, CEO and founder of Semantic Web Company and Bruno Wildhaber, Managing Partner at Swiss Information Governance Competence Centre. Andreas and Bruno will look into success criteria of data cleanup but also discuss the governance model.

    Topics to be covered include:

    • How is the cleanup process set up?
    • What is the role of semantic technologies and how can they support the cleanup process?
    • How to identify “valuable” vs. ROT-data? What is “valuable” data? Which quality criteria must valuable data meet and who defines them?
    • How can complex rules for automatic cleanup not only be implemented but also made maintainable?
  • The Importance of Personalizing Your Customer Service
    The Importance of Personalizing Your Customer Service
    Vikas Bhambri (SVP Global Sales & Customer Experience, Kustomer); Calley Means (Co-Founder, Anomalie) Aug 28 2019 5:00 pm UTC 30 mins
    The digital age has transformed not only how companies interact with customers, but how customers choose to interact with businesses. While it is easier than ever for customers to get in touch with companies across an array of channels, it has become more difficult for companies to identify, understand, and speak directly to the specific needs of their customers. To succeed in this new era of customer service, companies must figure out how to personalize the way they connect with their customers. This webinar will show you why personalizing your support strategy is crucial for your business — and how to do it.

    In this webinar you will learn:
    - Why customers value personalization and why it is imperative for success
    - The challenges associated with delivering personalized customer service
    - The three tenets of achieving personalized customer service
    - How Kustomer has helped Anomalie deliver personalized service to their customers
  • Tech Docs & API Docs Under One Roof for Exceptional Content Experiences
    Tech Docs & API Docs Under One Roof for Exceptional Content Experiences
    Joe Gelb, President of Zoomin Software Aug 28 2019 5:00 pm UTC 60 mins
    Developers are moving their API content out of traditional help tools to create a better user experience. However, this means users now need to find the content they need in two separate places, creating a disruptive, inconsistent user experience that puts your hard work to waste.

    With the growth of Software as a Service (SaaS), writing API documentation is fast becoming a major part of the success of technical content managers, ensuring that your users find, and are able to use, content in the way they need it, at the time they need it, on the device they need it, and in the language of their choosing.

    Great companies make sure their overall content strategy is holistic, and that all this content, including APIs, is united under one roof.

    Join Paul Perrotta, the Technical Communication Wrangler, and his special guest, Joe Gelb, President and Head of Business Development at Zoomin Software for this free, one-hour webinar. Joe will guide you through case studies of companies that successfully unified their technical and API documentation publishing, so you can do it too.

    Key takeaways:

    • Understand how API docs will impact on your success
    • Come to grips with commonly-used API doc formats
    • Learn how others successfully streamlined tech docs and API docs with amazing results
  • The Science of B2B Sales
    The Science of B2B Sales
    James Isilay, CEO & Founder, Cognism Aug 29 2019 10:00 am UTC 45 mins
    Reasons to Attend:

    Imagine if you knew the formula for outbound success.

    Attend the Revenue AI: The Science of B2B Sales with James Isilay CEO of Cognism and you will! Learn how you can use a simple formula to improve your outbound B2B marketing and sale.

    Key Takeaways

    •Areas of AI in Sales & Marketing
    •Impact of AI in Sales & Marketing
    •Benchmark with conversion rates
  • [Ep.2]: Top 5 'Must-Haves' for Your Next-Generation Contact Center
    [Ep.2]: Top 5 'Must-Haves' for Your Next-Generation Contact Center
    Robin Gareiss, President & Founder, Nemertes Research Aug 29 2019 3:00 pm UTC 60 mins
    Intelligent Customer Experience Series [Ep.2]: Top 5 'Must-Haves' for Your Next-Generation Contact Center

    Contact centers are changing--drastically and swiftly. If you're not keeping pace--or exceeding it--you'll be at a competitive disadvantage.

    Learn what successful companies are doing with areas such as agent experience, interaction channels, and emerging technologies.

    Based on Nemertes' brand new, detailed, Customer Experience research study with 518 organizations, this webinar will explain the five crucial items that must be on your priority list to ensure your contact center is positioned to deliver successful customer experiences.
  • Venture Industrialist: Investment Strategies for Connected Industry
    Venture Industrialist: Investment Strategies for Connected Industry
    Ben Steven, Associate Partner, Momenta Partners Aug 29 2019 4:00 pm UTC 60 mins
    The digital transformation of industry is creating significant opportunity with millions of devices connected to the internet for the purpose of collecting data, tracking usage, monitoring functionality, automating and optimizing systems and processes. While traditional venture capital has shied away from industrial applications and hardware, there’s been a rise of a new class of ventures investors: the venture industrialist. In this webinar, Momenta Ventures will share their insights and practitioner's perspective on investing in Connected Industry, understanding the market, trends and risks. This webinar is for ANYONE seeking insights on investing in Connected Industry.

    - What is Connected Industry?
    - How do Connected Industry investments differ from traditional venture investments?
    - Momenta’s Connected Industry investment themes
    - Momenta’s investment criteria
    - Q&A; ask our practitioners your burning questions
  • 10 Ways to Improve Customer Experience
    10 Ways to Improve Customer Experience
    Jonty Pearce - Call Centre Helper, Colin Shaw - Beyond Philosophy, Mike Murphy - Genesys Sep 3 2019 9:00 am UTC 72 mins
    From quick wins to longer term fixes, we will suggest how you can meet, and surpass, customer expectations at every touchpoint of the customer journey.

    In this webinar, we take you through how you can get the basics of the customer experience right, before adding some finishing touches, for a truly memorable experience.

    Topics discussed:

    •Quick Wins to Improve Customer Experience
    •Building an Emotional Connection with Customers
    •Spotting and Fixing Broken Processes
    •Improving First Contact Resolution
    •Reducing Customer Effort
    •The Use of Technology
    •Top Tips from the Audience
  • Navigating the future of work
    Navigating the future of work
    BRC & Kronos Sep 3 2019 1:00 pm UTC 60 mins
    Tune in on the 3rd September at 2pm to join discussions on how the delivery of the ‘Good Work Plan’ and recent ECJ rulings will impact the future of work and how technology can empower your workforce to deliver sustainable performance.