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Customer Experience

  • The Future of Digital Onboarding
    The Future of Digital Onboarding
    Husayn Kassai, CEO, Onfido Recorded: Jun 20 2019 10 mins
    The way many organizations have handled digital onboarding is fraught with risk - including fraud. But Husayn Kassai, CEO of Onfido, envisions a new future that includes a healthy amount of friction and greater security.

    As Kassai sees it, the standard for digital onboarding is both low and risky. It often relies on the use of credit reports, or else on the answers to knowledge-based questions. "But neither of those are smooth," he says. "So you're stuck having to compromise - not having security or a frictionless experience, which is the main issue with how many businesses are currently onboarding users."

    In a podcast interview with ISMG about digital onboarding, Kassai discusses:
    -What's wrong with traditional onboarding approaches;
    -His vision of the future;
    -How friction can be both friendlier and good.
  • Simon Kucher Video: 3 key factors for optimizing your promotions strategy
    Simon Kucher Video: 3 key factors for optimizing your promotions strategy
    Simon Kucher Recorded: Jun 20 2019 3 mins
    Companies are leaving money on the table when it comes to their promotional strategies, says Simon-Kucher Partner, Ricardo Rubi. Find out the three key things companies should be taking into account when thinking about promotions to make sure you’re maximizing your growth without eating into your profits.
  • Simon Kucher Video: Recommendations on Digital Pricing for B2B Companies
    Simon Kucher Video: Recommendations on Digital Pricing for B2B Companies
    Simon Kucher Recorded: Jun 20 2019 3 mins
    "Focus on getting the fundamentals right and find out how you can improve your day-to-day pricing processes with digital support.” In this video, Dr. Andrea Maessen shares her short-term recommendations on digital pricing for B2B companies.
  • Simon Kucher Video: How to Monetize AI and Machine Learning Solutions
    Simon Kucher Video: How to Monetize AI and Machine Learning Solutions
    Simon Kucher Recorded: Jun 20 2019 3 mins
    We asked Partner and Board Member Madhavan Ramanujam how companies, especially those in the software, internet, and tech industries, can make money from their innovative solutions that use artificial intelligence and machine learning.
  • The Journey to Microsoft Teams - Deployment and Adoption
    The Journey to Microsoft Teams - Deployment and Adoption
    Joshua Shoemaker, VP Tech Services and Ops - Enabling Technologies | Dave Bottomley, Senior Solutions Engineer - IR Recorded: Jun 20 2019 60 mins
    Having covered the planning and readiness phases in the first two webinars of the series, we turn our focus to the deployment and adoption phase. Now is when the rubber hits the road, so to speak. Get this wrong and the whole project can be in jeopardy, while your best made plans lay in ruin. This may seem a tad dramatic, it isn't - if you can't get your people using the new tools it is near impossible to realize ROI on a project of this scale.

    Joshua Shoemaker, VP Technical Services and Operations at Enabling Technologies, will join this session to share first hand experiences on where organizations have managed this step successfully and some learning on where others have perhaps not got this right, including the implication to project timings and cost.

    This will be an interactive session with questions throughout and a dedicated Q&A at the conclusion of the presentation. If you are managing, deploying or just thinking about Microsoft Teams, you do not want to miss this webinar.
  • Simon Kucher Video: Sales Opportunity Self-Assessment
    Simon Kucher Video: Sales Opportunity Self-Assessment
    Simon Kucher Recorded: Jun 20 2019 2 mins
    Is your sales team failing to hit targets in a certain region? Or, are they meeting targets but there is room to go further? Take our 5-minutes Sales Opportunity Self-Assessment and receive immediate, actionable results tailored to your industry and market. Use this link to launch the assessment:

    https://www.simon-kucher.com/en/sales-opportunity-self-assessment
  • Growing sales with unified digital platform
    Growing sales with unified digital platform
    Jim Preston, Sales Director, Showpad Recorded: Jun 20 2019 73 mins
    Reasons to Attend:

    Today’s B2B buyers are more savvy and demanding than ever. They want a high quality, personalised and interactive content in real-time that will enable them to make informed buying decisions.

    Learn how a relatively new discipline, sales enablement, empowers teams with the tools, content, knowledge and skills to boost engagement with buyers resulting in improved returns. Furthermore, understand how digital alignment from CRM to marketing automation and sales tools, is essential for success empowering real-time activity and reporting through AI.

    Key Takeaways

    Understand how ‘Sales Enablement’ together with Digital Transformation help your organisation to:

    - Boost Sales and ROI through a centralised end-to-end platform that aligns Sales and Marketing.
    - Adopt a buyer-first approach by creating personalised, buyer-driven content in real-time to boost engagements and results.
    - Reduce cost and drive efficiency with AI-driven search, recommendations and integrated IT infrastructure.
  • How to Mitigate Fraud, Reduce Customer Friction, and Boost Productivity
    How to Mitigate Fraud, Reduce Customer Friction, and Boost Productivity
    Andrew Gilliam (ICMI Featured Contributor); Craig Pentz (Neustar); Erica Marois (Moderator) Recorded: Jun 19 2019 59 mins
    According to 2019 research, almost half (46%) of contact centers are unhappy with their current authentication method. While implementing fraud mitigation measures can often feel like a burden, contact centers can benefit tremendously from better data intelligence & authentication practices. From more personalized service to greater operational efficiency and a more effortless experience, the opportunities are exponential.

    Are you ready to reap the benefits of more satisfied customers, happier agents, and more accurate and secure data? Join us on June 19th!

    During this webinar, you will learn:

    - The latest best practices in fraud mitigation, which will help you protect both your customers and your contact center
    - How to identify critical points along the customer journey that can improve the overall experience—for agents and customers
    - How and why data intelligence plays a crucial role in driving operational efficiency

    Join us for an interactive and informative hour, filled with practical tips, and complete with live audience Q&A.
  • The State of the Industry: A Mid-Year Research Roundup
    The State of the Industry: A Mid-Year Research Roundup
    Roy Atkinson, Sr. Writer/Analyst Recorded: Jun 18 2019 61 mins
    HDI conducts extensive research throughout the year. In this webinar, we will review our 2019 research to date, examine what it means for the industry, and suggest areas that leaders should be paying attention to, including possible courses of action. We will review the latest findings on:

    •Knowledge management, including self-help/self-service
    •Staffing and compensation findings, including industry health indicators
    •Emerging technologies
    •Consequences for metrics

    Who Should Attend:

    •Service desk/support center directors, managers, supervisors, and team leads interested in understanding why knowledge management and emerging technologies are the key to the future
    •Support center/service desk leaders who need information about the current state of the industry
  • 6 Ways to Increase Self-Service Success on Your Support Portal
    6 Ways to Increase Self-Service Success on Your Support Portal
    David James, Director, Product Marketing, Coveo Recorded: Jun 18 2019 36 mins
    It’s no surprise when it comes to resolving issues and finding information, customers prefer self-service. And organizations prefer it because it dramatically reduces support costs. But if you want to make great self-service a reality on your support portal, you need to give customers an intelligent and intuitive search experience and proactively recommend content that can help.

    Join us for this live webinar to learn the 6 best practices to increase self-service success & boost case deflection.

    In this webinar, we will:

    -Dive into what great self-service looks like and show you the formula for creating relevant support experiences
    -Share case study examples of successful support portals and communities using Coveo
    -Answer questions about AI-powered search capabilities

    If you’re a Customer Service Innovator, a Community Manager, or interested in the latest self-service trends, you won’t want to miss this info-packed session on the power of AI-powered search to boost customer self-service.
  • Why Model-Based Integration is Key for Value Stream Management
    Why Model-Based Integration is Key for Value Stream Management
    Tasktop Value Stream Architect, Zoe Vickers Recorded: Jun 18 2019 30 mins
    Despite the well-documented benefits and criticality of integration, at the enterprise level, integration continues to present big challenges for many organizations.

    The traditional approach to integration – i.e., point-to-point integration between two tools - cannot handle the size and complexity of the work that enterprises are undertaking.

    During this webinar, Tasktop Value Stream Architect, Zoe Smith, will demonstrate why model-based integration is the only way to efficiently synchronize large volumes of sophisticated data across teams and tools, while maintaining integrity and supporting cross-tool reporting.
  • Incentives – following the money and growing profits
    Incentives – following the money and growing profits
    Christian Atherton and Sam Oliver-Welsh: Simon - Kucher & Partners Recorded: Jun 18 2019 74 mins
    Reasons to Attend:

    Incentives can be a powerful lever to drive sales, but it can be a challenge to get them right.

    Questions like:

    What metrics should we use? Sales? Gross Margin?
    Should we keep it simple or should we drive better outcomes more elements in a balanced scorecard?
    How much of the reward should be variable?
    Should we cap incentives?

    We think that we are rational about incentives, but actually, we all share some innate biases that could be leading to sub-optimal sales outcomes. Join us for our “Incentives - following the money” webinar to see how you can counter or even take advantage of sales biases to drive better sales performance.


    Key Takeaways

    •Insight on what metrics tend to work best
    •How thinking of incentives as a cost can lead to sub-optimal decisions
    •Learn whether incentive caps tend to be a good idea or not
    •The place and relative value of penalties vs. positive incentives
    •How to maximise the impact incentives
  • How to create a web performance budget for third-party tags
    How to create a web performance budget for third-party tags
    James Carter, Senior Sales Engineer Recorded: Jun 18 2019 30 mins
    More than half the content on modern websites comes from third-party services. While this enables businesses to easily leverage personalization, tracking, and other advanced functionality like live chat — this also means that a website must rely on performance and security of third parties.

    Finding a way to manage and monitor these services is critical to ensuring the performance and reliability of your website. However, many organizations struggle since multiple teams can add new third-party services which exist outside of your dedicated monitoring and control systems.
  • Episode 1 – Bank and Chill – Redefine Customer Segmentation with AI
    Episode 1 – Bank and Chill – Redefine Customer Segmentation with AI
    Anand Subramaniam, Principal Architect AI & ML Practice, Aspire Systems & Anusha Natrajan, Research Analyst, Aspire Systems Recorded: Jun 18 2019 29 mins
    Aspire Systems Original Series - Banking in the Age of Siri

    Episode 1 – Bank and Chill – Redefine Customer Segmentation with AI

    Let’s just call it as it is! Netflix has a high-powered, customer centric AI model. The way Netflix uses Artificial Intelligence to give their customers accurate recommendations is nothing short of mind-blowing.

    Now, what if we told you that banks can be the Netflix of the Finance Industry by just adopting an advanced AI system? It’s true; banks can do so much more for their customers, with such little effort as long as Artificial Intelligence has your back!

    Join us to discover the endless possibilities AI has to offer, and why it is important to take action now. In this webinar learn how to:

    1.Identify and predict current and future customer segments
    2.Construct collaborative models for insightful AI processes
    3.Identify different customer touchpoints and pain points across various platforms for effective customer segmentation

    Tune in on June 18th, 2019 at 01:00 pm ACT to uncover all the tricks of the trade! Register Now!
  • Move From One Bot to Many
    Move From One Bot to Many
    Steve Walker, Roger Arias Recorded: Jun 13 2019 28 mins
    Robotic process automation, or RPA, can speed up and improve many rote business processes. Learn how to scale up or expand into other areas of your business with tips to accelerate your success, from technologies to processes, in a center of excellence framework.
  • Game On! Using Gamification to Increase Performance and Employee Retention
    Game On! Using Gamification to Increase Performance and Employee Retention
    Casey Kostecka, Convergent Recorded: Jun 12 2019 55 mins
    Gamification is still a hot topic within the contact center world. Most contact center leaders understand the appeal of incorporating game mechanics into their operations and can visualize the excitement and subsequent employee engagement the games will promote. Yet most contact centers still haven't implemented gamification due to the limited real world ROI information available.

    Convergent Outsourcing utilizes games tied to key performance metrics and has found the program to be very successful. During this webinar, Casey Kostecka will share Convergent's gamification experience, actual metric improvement results, and ROI data.
  • Scaling up QA when You Can't Scale up the Budget
    Scaling up QA when You Can't Scale up the Budget
    Dr Gareth Smith and Stephanie Eta Recorded: Jun 12 2019 16 mins
    When your business grows, so do your QA requirements.

    So how do you stop your costs spiraling out of control?

    In this webinar, we’ll show you how AI-driven test automation can save you time and money as you scale up to increase your test coverage across multiple applications and operating systems.

    Learn how to harness the power of AI to track down bugs and use intelligent image recognition to take test automation beyond what you ever thought would be possible.

    Join Dr Gareth Smith and Stephanie Eta to find out how scaling up your QA doesn’t have to mean scaling up your budget.
  • Future of Service in a Customer Centric World - Learnings from 2018
    Future of Service in a Customer Centric World - Learnings from 2018
    Anne Marie Forsy CEO, CCA. Dr Natalie Petouhoff, VP, Salesforce Recorded: Jun 11 2019 61 mins
    Experts Tips for Service Transformation and Setting up for Success in 2019.

    Knowing which levers to pull to improve your service operation can be a challenge. Having the right leadership to make success a reality can be the make or break for your customer engagement programmes.

    We will uncover tips and tactics for success to help you drive transformation in the year ahead. Join us for this lively discussion hosted by CCA CEO Anne Marie Forsyth.
  • Planning for the Personalization Journey: From Empathy to Engagement
    Planning for the Personalization Journey: From Empathy to Engagement
    Eric Fullerton - Product Marketing Manager Recorded: Jun 11 2019 55 mins
    Today's organizations are investing in personalization to deliver improved experiences to their users. But building a personalization practice from scratch isn't easy, especially for organizations doing so for the first time.

    In this webinar, Dave Sawyer, lead optimization strategist at FFW, and Kasia Sinczak, lead content strategist and user researcher at FFW, and Eric Fullerton, product marketing manager at Acquia, will outline the steps necessary to deploy a successful personalization strategy.

    Content creation, storage, and access are easier and cheaper than ever before. Organizations are beginning to compete on delivering multi-message and multi-channel strategies to the right prospects at the right time.

    Behind the scenes, this involves a coordinated effort between a complex set of variables including marketing technology tools, content, the right mix of talent, and a willingness to experiment. None of these variables are as important or complicated as the human being ultimately responsible for the purchase decision.

    The most impressive technology stack, biggest data warehouse, and well-planned content calendar are useless if they lack the empathic understanding to give users what they need to take action.

    Whether thinking about personalization for the first time or looking to improve your approach, join our panel to learn about ways you can start converting prospects to customers with personalization.
  • Setting a New Standard for Customer Support
    Setting a New Standard for Customer Support
    Vikas Bhambri, SVP Sales & Customer Experience Recorded: Jun 7 2019 31 mins
    Contact center leaders are facing the most demanding environment of their careers as the expectations for customer service continue to rise amid an increase in competitive threats. For these leaders and their companies, maintaining loyalty and growing their businesses means reimagining customer service.

    View this session to learn how Kustomer can help you drive personalized, efficient, and effortless customer service including:

    -Accelerate customer conversations and eliminate tedious questions by providing a holistic view of the customer.
    -Give your customers and agents the freedom to switch between different channels as needed during a conversation for a true omnichannel experience.
    -Save time and money by automating even your most complex processes using intelligent customer service software.
  • Reducing Agent Effort and Lowering AHT for a Better CX
    Reducing Agent Effort and Lowering AHT for a Better CX
    Roger Lee, Director - Customer Success, Gridspace Recorded: Jun 6 2019 62 mins
    Providing an effortless employee experience is critical in delivering memorable customer service. How do you ensure that your customer service professionals are communicating accurate and complete information when they interact with your customers/clients? How do you know your customer service professionals are providing appropriate products/solutions to better serve your customers/clients?

    Join us for this discussion in which Roger Lee, Director - Customer Success for Gridspace, will share his thoughts on how to utilize machine learning speech analytics to provide agent assistance to improve both the employee and customer experience.
  • What are the most secure ways to verify identity?
    What are the most secure ways to verify identity?
    Dean Anderson is the Head Enterprise Customer Authentication at TD Bank | Dr. James Wayman of San Jose State University Recorded: Jun 6 2019 57 mins
    Recent breaches are reducing the reliability of data used in traditional verification methods. As a result, banks are experimenting with fingerprint, facial, voice recognition and behavioral biometrics to verify users.

    In this American Banker webcast, sponsored by Onfido, industry experts from TD Bank and San Jose State University will weigh in on which methods, or combinations of methods, are most effective. Watch the webinar to learn more.
  • Intelligent Translation Era
    Intelligent Translation Era
    Andrew Thomas, Senior Director Marketing Recorded: Jun 6 2019 37 mins
    What does 'going global' mean when everything from cars to content creation and translation is driven by machines?

    In the autonomous content future, globalization must scale to meet new ambitions and strategies to win and retain your customers.

    Register for our webinar “Intelligent Translation Era” where Andrew Thomas will share the impact Linguistic AI will have on localization departments and translators in the future.

    Learn how the Intelligent Translation Era will redefine globalization and what you need to do to prepare your organization for these massive shifts.
  • The Grocery Revolution: How Does Your Digital Customer Experience Stack Up?
    The Grocery Revolution: How Does Your Digital Customer Experience Stack Up?
    Tim Madigan, VP, eCommerce at Tyson Foods & Alex Murray, Digital Director at Lidl UK Recorded: Jun 5 2019 51 mins
    Whereas most Retailers have already made the leap to a digital paradigm, Grocery has lagged behind. And now, as major digital players jump into the fray (Amazon, Whole Foods,) it’s now officially ‘game on’ for the industry at large.

    In this lively roundtable discussion, experts from Earley Information Science, Lidi UK, and Tyson Foods discuss the ever-changing digital landscape in Grocery, and identify key areas where differentiation can mean prosper or perish. You will learn:

    •The confluence of trends, new players and events fueling this revolution
    •How customer journey “shopping modes” are critically different in grocery
    •How to provide customized digital experiences based on customer shopping mode (Commodity, Quick Eats, Meal Planning)
    •Creative digital and in-store product merchandizing through in-depth understanding of your assortment, partners, region, and customers
    •How to shift from stocking-centric to customer-centric in category management, “ways to shop” and new concierge “ways to serve”
  • Fixing Call Center Authentication
    Fixing Call Center Authentication
    Andras Cser, Vice President, Principal Analyst at Forrester and Ben Cunningham, Director of Marketing at Pindrop Recorded: Jun 5 2019 32 mins
    Speaker: Andras Cser, Vice President, Principal Analyst at Forrester and Ben Cunningham, Director of Marketing at Pindrop

    At Pindrop, we’ve found that on average , 78% of customer interactions with your brand are by use of voice -- specifically through your call center. And with the ever-evolving rise of fraudsters and data breaches, voice-based fraud losses, authentication costs and identify theft leads to $34 Billion in losses annually.

    Fraud attacks originate through your call center agents or in the IVR, even if the loss materializes online. Attempts to mitigate these risks and secure these interactions comes at the cost of longer call handle times, more knowledge-based authentication questions and asking your CSRs to police the phone channel instead of putting all of their time into provide a frictionless customer experience.

    Join this session to hear about the growing voice threats in your contact center and hear recommendations on how to improve customer experience in your contact center from Andras Cser, Vice President, Principal Analyst at Forrester . You’ll learn:

    - Why your call center is your weakest link in security
    - How passwords are draining your budget, negatively impact your customer experience and erode biometrics
    - How to balance your security and customer experience with innovative voice biometrics
  • Customer Service-How IBM's Agents & Mobile Workers Deliver Intelligent Service
    Customer Service-How IBM's Agents & Mobile Workers Deliver Intelligent Service
    Joanna Dapkevich, VP, Support Tooling and Watson Innovation, IBM Lily Ryzebol, Offering Manager, Watson in Support, IBM Bob F Jun 25 2019 1:00 pm UTC 40 mins
    IBM, a 105-year-old company, transformed its customer support channel for over 22,000 agents. To evolve its business and drive new levels of engagement, IBM partnered with Salesforce to support its service transformation, create a consistent agent experience, and drive greater value to customers globally.

    Join us for an in-depth look at how IBM reinvented its 50+ year old ticketing system, now powered by AI, and how it uses Watson and Salesforce to deliver outstanding customer service. Also, learn about its breakthrough initiatives using Community Cloud to build a digital front door for its customers and Field Service Lightning to manage complex remote deployments around the world. Finally, plan how you can launch your own transformation with lessons learned and best practices from IBM.
  • Friendly Friction: How to optimise user onboarding for Financial Services
    Friendly Friction: How to optimise user onboarding for Financial Services
    Dan Leitao, Product Manager at Onfido Jun 25 2019 1:00 pm UTC 35 mins
    When it comes to user onboarding, there’s a tension between security and convenience. For financial services, non-compliance with KYC requirements can be costly. But adding too much friction will impact your ability to scale. So how can you optimise your user experience to introduce just the right amount of ‘friendly’ friction and unlock growth?

    Join this webinar with Dan Leitao, Product Manager at Onfido to learn:

    - Why financial services need friendly friction
    - How to tailor and optimise your onboarding process according to your risk-based approach
    - The key features you can utilise to improve your UX
    -How to manage the balance between security and convenience
    -Ensuring you stay compliant in an ever-changing regulatory environment
  • Unlocking the Value in Conversational Data
    Unlocking the Value in Conversational Data
    Tim Bartz and Yelena Kasianova Jun 25 2019 3:30 pm UTC 45 mins
    Data is widely recognized as one of the most valuable assets a company owns. Conversational data is, without doubt, the most valuable. The challenge is to understand what this data means and what effective actions to take as a result. Recognizing new or unexpected trends while staying in tune with customer behavior and sentiment is a competitive advantage, and key in building successful customer relationships, maintaining loyalty and increasing repeat business.

    Join Tim Bartz, EMEA Presales Consultant at Artificial Solutions as he demos Teneo's data capabilities.

    -

    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.
  • Securing and Monitoring Microservices Application in Kubernetes -Do’s and Don’ts
    Securing and Monitoring Microservices Application in Kubernetes -Do’s and Don’ts
    Althaf Ali, DevOps Solution Architect Jun 25 2019 5:00 pm UTC 60 mins
    Aspire is conducting this webinar on the topic “Securing and Monitoring Microservices Application in Kubernetes - Do’s and Don’ts”. This webinar is aimed at helping organizations understand the best practices for End to End Kubernetes implementation for increased scalability and modularity. This session will provide insights into how Security and Monitoring can be done from a CI/CD perspective.

    Key Takeaways:

    · Key elements of Security in Kubernetes CI and CD
    · Factors to be considered for ensuring Security for an End to End Kubernetes Implementation
    · Ways to Monitor Kubernetes Infrastructure and Applications
    · Demo of Kubernetes monitoring using ELK
  • 10 Questions on ServiceNow with Acorio's Experts
    10 Questions on ServiceNow with Acorio's Experts
    John Huckle, John Beasley, Josh Scott, Dale Meyer-Curley, Scott Lindsay, John McCormick, and Meghan Lockwood Jun 25 2019 5:00 pm UTC 60 mins
    This panel discussion will feature leading experts from various departments inside Acorio, bringing tactical experience and strategic vision to help you guide your ServiceNow journey today. Learn from Acorio’s hundreds and hundreds of successful go-live’s – and pick the experts’ brains about their experiences in the ServiceNow trenches.
  • Precision Content Structured Authoring Training Workshop: Writing Microcontent
    Precision Content Structured Authoring Training Workshop: Writing Microcontent
    Rob Hanna Jun 25 2019 5:00 pm UTC 60 mins
    In an omnichannel world, people want information they can easily use. To do that, you need content that is designed and structured for user-intent and optimized for today’s technologies. It needs to be microcontent. However, when it comes to creating content, most organizations are stuck with outdated processes and old-school tools. Your organization needs to have the right information flowing to the right people so your business can thrive.

    Structuring your content is a critical first step. Structured Authoring Training is a standardized, methodological approach to content creation based on decades of research into how the human brain reads and understands information and modern content creation best-practices.

    Join Scott Abel and his special guest, Rob Hanna and attend this webinar to learn about the three-day Precision Content® Structured Authoring training course and receive a $300 discount for the upcoming public course in San Jose CA, August 14-16, 2019.

    By the end of this webinar you will have learned:

    1) What structured authoring is and why it’s important when considering omnichannel digital transformation
    2) Why we need to write differently and focus on user-intent
    3) How the five information types will help you align your writing for microcontent delivery
  • 3 Must-Haves on the Path to a Better Customer Journey
    3 Must-Haves on the Path to a Better Customer Journey
    Alton Harewood, Solutions Consultant and Kara Allen, Global Workforce Management/Optimization, 8x8 Jun 25 2019 6:00 pm UTC 60 mins
    Join this re-released conversation with Alton Harewood, Contact Center Consultant, and Kara Allen, Global Workforce Management and Optimization for 8x8, to hear how the fundamental building blocks of CX strategy are being used today, as well as which technology enablers provide the insight and oversight needed to adjust and administer the modern customer engagement team.

    As customer loyalty is tested by limitless options, the need to understand and manage the customer journey has become essential to competitive differentiation. And far from being the domain of only large corporations – organizations of all sizes must now seek to gain insight into how customer experience is executed and ways to improve.
  • Prognosis for UC Live Demo [June 2019]
    Prognosis for UC Live Demo [June 2019]
    IR Senior Solutions Engineer Jun 26 2019 3:00 pm UTC 45 mins
    Join one of our Senior Solutions Engineers for a live demo of Prognosis for Unified Communications
  • 3 ways to navigate your way to Business Transformation enabled by digital
    3 ways to navigate your way to Business Transformation enabled by digital
    Arun Trivedi Jun 26 2019 4:00 pm UTC 45 mins
    Digital Transformation is dead! As you plan your journey, one of the first steps is to think about what needs to be done, why and how. The webinar presents 3 ways to navigate your way without losing track of your goal(s).

    Each path has its own set of focus areas. Irrespective of he approach you take, their are 6 dimensions of transformation that you must plan around to be successful.
  • Drive Analytics Adoption And Value By Delivering Solutions Not Just Tools
    Drive Analytics Adoption And Value By Delivering Solutions Not Just Tools
    Boris Evelson, Vice President, Principal Analyst, Forrester & Roman Stanek, CEO, GoodData Jun 27 2019 3:00 pm UTC 60 mins
    Modern, agile, cloud-based analytics platforms and end user-self service
    were a step in the right direction. They helped increase adoption and value
    of analytics over the last decade as compared to older generation IT
    centric on premise technologies. But we are still just scratching the
    surface. Adoption levels are still quite low in absolute terms and tangible
    analytics ROI is perpetually elusive. Ad-hoc data analysis and end-user
    self service are great but have taken us only so far. Going forward mass
    adoption of analytics will depend on delivering solutions, not just tools,
    finely tuned to solve specific business problems and help businesses
    achieve well defined goals and objectives.

    In this webinar, you will learn:
    - What are the differences between data-driven and insights-driven
    business capabilities
    - What are the differences between bottom-up analytics (data and tool
    centric) and top-down (solution centric) approaches
    - What role do embedded analytics and analytical applications play in
    delivering impactful solutions
    - What analytics platform functionality should you look for to ensure that
    you've got the right platform to build effective solutions
  • The Intelligent Edge: The Next Frontier of IoT Innovation
    The Intelligent Edge: The Next Frontier of IoT Innovation
    Ed Maguire, Momenta Partners Jun 27 2019 4:00 pm UTC 57 mins
    Edge, mobile edge, and fog computing have emerged, offering a panacea to the pain points of IoT data. Companies such as Intel, SAP, Ericsson and Dell Technologies are creating their own solutions. Edge computing has the potential to impact the data infrastructure of the IoT, but what are the benefits and risks of moving away from the cloud? Edge computing comes with a suite of considerations that need to be carefully considered prior to adoption that we'll explore in turn.

    This webinar will cover:

    - The current state of fog and intelligent edge computing
    - What are the benefits/risks of moving away from the cloud?
    - What does this mean for cloud computing, data infrastructure and data analytics?
    - What are the best use cases of edge computing and what are its limitations?
    - Forecasts on future applications
  • Turning your Documentation into Answers Using Taxonomy
    Turning your Documentation into Answers Using Taxonomy
    Lawrence Orin Jun 27 2019 5:00 pm UTC 60 mins
    In today's world, like it or not, your documentation is part of your company's overall digital experience. The goal of your content must be to provide relevant answers to technical questions about your product as quickly as possible. In most tech-related businesses, technical content resources make up the large majority of content assets across your web presence, providing potential for the greatest impact on the overall digital experience and customer satisfaction. In this session we will demonstrate how taxonomy helps you to facilitate that excellence in personalized content delivery.

    Join Paul Perrotta, The Technical Communication Wrangler, and his special guest, Lawrence Orin, Product Evangelist and Customer Implementation Expert for Zoomin Software for this free, one-hour webinar.
  • Q&A: Understanding Intelligent Image-Based Software Testing
    Q&A: Understanding Intelligent Image-Based Software Testing
    Randy Hesse, Technical Consultant at Eggplant Jul 1 2019 2:00 pm UTC 45 mins
    Want to know more about the future of image-based testing? This is your chance to see all your burning questions answered.

    In this interactive webinar, we'll be exploring how image-based testing is evolving, why it's important and how to overcome some of challenges it raises.

    The first in a series of dedicated Q&A webinars, it will focus on using Eggplant's Digital Automation Intelligence solution, but will be beneficial to anyone looking for a deeper understanding of testing using images.

    Expect to learn more about:

    • image-based testing vs object-based testing
    • how and why the same images are drawn differently on different screens
    • tolerance vs discrepancy
    • AI and the future of searching for images

    Randy Hesse, Technical Consultant at Eggplant, will be on hand to answer your questions, so this is your opportunity to learn everything you wanted to know about image-based testing.
  • How to Overcome Every Sales Objection
    How to Overcome Every Sales Objection
    Chris Murray, founder of the Varda Kreuz Training Group Jul 2 2019 10:00 am UTC 60 mins
    Reasons to Attend:

    Some sales philosophies will tell you that - if you follow a simple formula – customers will never interrupt your presentation with an objection.

    But that’s just nonsense.

    And - contrary to popular belief - prospects aren’t sitting in darkened rooms trying to invent new fiendish ways to stop you from selling your stuff.
    If people regularly tell you;

    • that you’re too expensive - or
    • that they’re already happy with their current supplier – or
    • they’ve had problems with your company in the past - or
    • your lead time is too long

    Then you need to jump on to this webinar so that I can share with you how to overcome every single objection that you’ll ever hear.

    Key Takeaways

    Everyone who attends will walk away with this tool box of sales gold;

    • How to overcome every genuine sales objection – including those based on price
    • The names of the four headline objection types and the silver bullet that takes each one of them down
    • The three reasons that salespeople fail to overcome the most difficult customer objections – and what to do about them
  • 5 Ways Fraudsters Fake IDs and how your face can stop them
    5 Ways Fraudsters Fake IDs and how your face can stop them
    Kevin Trilli, Chief Product Officer at Onfido and Karen Webster, CEO at PYMNTS Jul 2 2019 1:00 pm UTC 57 mins
    Identity theft is the fastest-growing crime in the U.S. Globally, one in 60 online transactions are fraudulent. So, if you fail to catch that fraud, the cost to your business – both reputational and financial – can be catastrophic

    PYMNTS CEO Karen Webster and Kevin Trilli, chief product officer at Onfido, discuss the current trends in fraud techniques, and reveal how risk and fraud managers can utilize new technologies to catch them.

    Attendees will learn:

    - The most common identity document fraud techniques and how to spot them
    - The challenges of tackling 3D fraud in digital, 2D environments
    - How AI and biometrics are changing the face of online security and access
    - Why fighting fraud will require a mix of human and machine expertise
  • How To Build High Performance Sales Teams That Make More Sales In Any Economy
    How To Build High Performance Sales Teams That Make More Sales In Any Economy
    Gavin Ingham: ISM Fellow Jul 2 2019 1:00 pm UTC 60 mins
    Reasons to Attend:

    This #IAM10 High-Performance Teams webinar will help you to build world-class teams that are more motivated, more focused and more productive.

    Are your teams frazzled, constantly fire-fighting and drowning in day-to-day challenges? Do they struggle to find time to focus on their most important tasks? Does it sometimes feel like Groundhog Day where your people seem to be going through the motions, day after day? Do you feel like a small percentage of your people are on fire and the rest is just smoldering, lacking that important spark of motivation, commitment, and passion?

    Key Takeaways

    What could you achieve in your business if your teams were more motivated, more focused and more productive? What if you could light the touch paper and stand back and watch them ignite?
    Attend this webinar for more.
  • Using a Continuous Cycle of Improvement to Drive Engagement
    Using a Continuous Cycle of Improvement to Drive Engagement
    Dan Hale, Managing Director Customer Care, Best Western Jul 2 2019 6:00 pm UTC 55 mins
    Join this re-released conversation as we discuss how Best Western Hotels and Resorts' contact center used a continuous cycle of improvement to drive employee engagement 20% higher. You’ll hear Best Western’s step by step process and be given specific examples of how it worked in their center.
  • 10 tips for maximising your win rates
    10 tips for maximising your win rates
    Jon Williams, Managing Director, Strategic Proposals Jul 4 2019 10:00 am UTC 60 mins
    Reasons to Attend:

    •75% of Buyers say that proposals are the critical part of their decision-making process and therefore critical to winning business for many sales teams
    •Majority of clients and prospects are disappointed with the proposals they receive
    •In fact, according to recent research, most buyers think they could write better proposals than their bidders!

    Key Takeaways

    •Understand latest industry thinking
    •Leading insights into buyers
    •10 tips for maximising your win rates by ensuring your proposals are the best
    •Best practice examples


    Written proposals are a key part of winning business for many sales teams. Yet salespeople often find the process for responding to an RFP frustrating – and clients report being disappointed in the tenders they receive. According to Strategic Proposals’ most recent survey, the majority of buyers think they could write better proposals than their bidders!
    Join our July 4th webinar with Jon Williams, the managing director of Strategic Proposals, to gain insight into how leading organisations ensure their proposals are the best. Jon will share the latest industry thinking, best practice examples and his top ten tips for maximising your win rate.
  • Un processus d’inscription optimisé : utilisez les frictions à votre avantage
    Un processus d’inscription optimisé : utilisez les frictions à votre avantage
    Minh Nguyen, Product Manager chez Onfido; Clare Joy Jul 4 2019 12:00 pm UTC 26 mins
    Trouver le processus d’inscription qui marche pour votre business et vos clients n’est pas chose facile. Mettre en place de fortes mesures de sécurité rend votre plateforme plus sûre mais affecte grandement l'expérience utilisateur.

    Notre webinaire peut vous aider à résoudre ce problème. Minh Nguyen, chef de produit chez Onfido, vous dira comment :

    - renforcer vos mesures de sécurité sans affecter l’expérience utilisateur ;
    - adopter une approche fondée sur les risques ;
    - améliorer les fonctionnalités de votre processus d'inscription.

    Inscrivez-vous maintenant.
  • National Minimum Wage: Identifying and Mitigating Risk
    National Minimum Wage: Identifying and Mitigating Risk
    BRC, PwC Jul 10 2019 1:00 pm UTC 60 mins
    In this webinar, with experts from PwC, we will discuss progress with regulatory reform, delve into the complexity of the current legislation and provide practical advice on how to manage risk as the legislation evolves (including the current NMW consultation), all brought to life with a number of case studies.
  • Practical approach to ML based debt collection strategy in production
    Practical approach to ML based debt collection strategy in production
    Nate Spiegel, VP, Process Improvement & Change Execution, Citizens Bank & Ashish Khandelwal, Associate Director, EdgeVerve Jul 10 2019 3:00 pm UTC 60 mins
    In its latest quarterly report on household debt and credit trends, the New York Fed said that 5.04% of credit card loan balances were at least 90 days past due, and it’s rising. Banks and collections firms are under increased pressure to improve collections without sacrificing customer experience.

    Citizens Bank has been using CollectEdge to improve their collections and reduce delinquency rates. Join Nate Spiegel from Citizens Bank in an online webinar where he will be sharing his success story.

    In this webinar, Nate Spiegel – Vice President of Process Improvement and Change Execution at Citizens bank and Ashish Khandelwal – Director of Product Management at EdgeVerve will talk about:

    •Why Citizens Bank turned to CollectEdge to reduce their delinquencies
    •Implementing an outcome based AI powered Collections strategy
    •How AI sits on top of existing systems without any disruption
    •How AI is allowing Citizens Bank agility and value realization with faster insights and risk segmentation

    Don’t miss out on this. Register now to attend.
  • Data Governance: Achieving Sustainability Among Whiners
    Data Governance: Achieving Sustainability Among Whiners
    Seth Maislin, Principal Consultant, Earley Information Science & Seth Earley, CEO, Earley Information Science Jul 10 2019 5:00 pm UTC 60 mins
    Let’s face it - no one likes the ‘G’ word. It’s too often a sour antidote to excitement and nimbleness: Triple checks, security barriers, privacy forms, council reviews. It’s as awful as pulling teeth and paying taxes, right?

    Thankfully it doesn’t have to be, and many organizations have found an effective rhythm for long-term, sustainable data stewardship.

    Join us on Tuesday, August 28th, at 11:00 AM ET as we discuss ‘Data Governance: Achieving Sustainability Among Whiners,’ where we’ll explore how you can implement this necessary rhythm, even if you’re surrounded by governance resistors.

    You will learn:

    1.Good governance is empowering, not (only) a “necessarily evil”
    2.The Effective As: Automation, Assignment, Attitude
    3.Analytics for achieving fast failure (and recovery)

    Speakers:
    Seth Maislin is a Principal Consultant with Earley Information Science. For more than 20 years he has demonstrated strengths in classification and taxonomy, indexing and content modeling, information architecture, search, and usability. He has dedicated the last 10+ years to providing sustaining information management solutions to clients facing real and complex findability challenges.

    Seth Earley is the Founder and CEO of Earley Information Science. An expert with 20+ years experience in Knowledge Strategy, Data and Information Architecture, Search-based Applications and Information Findability solutions. Seth has worked with a diverse roster of Fortune 1000 companies helping them to achieve higher levels of operating performance by making information more findable, usable and valuable through integrated enterprise architectures supporting analytics, e-commerce and customer experience applications.
  • The Digital Marketing Metrics that Matter: How to Measure Digital & Social Media
    The Digital Marketing Metrics that Matter: How to Measure Digital & Social Media
    Brandon Watts, Director of Analytics and Kate Hodes, Senior Analytics Strategist at Khoros Jul 10 2019 5:00 pm UTC 60 mins
    One of the fun things about peeling back the layers of your digital marketing campaigns is the amount of ways you can interpret the data. You and your team need to understand all of the things that you can possibly measure on your social platforms so that you can make important decisions. Which metrics matter? How do you calculate them?

    It can be overwhelming to learn what to measure, how to measure it, and on what platform each metric lives. But when you learn how to measure your digital data well, you can position yourself as the social metric pro at your organization—teaching your team and superiors alike how to go beyond the more popular, vanity metrics.

    Join this webinar to learn:

    - Which metrics are vital to measuring the success of those KPIs
    - What the most common social and digital KPIs amongst our customers
    - How these metrics ladder up to overall brand objectives and business goals
  • Episode 2 - How Banks Can Hack CX With AI Powered Recommendation
    Episode 2 - How Banks Can Hack CX With AI Powered Recommendation
    Anand Subramaniam, Principal Architect AI & ML Practice, Aspire Systems & Anusha Natrajan, Research Analyst, Aspire Systems Jul 10 2019 6:00 pm UTC 60 mins
    You’ve probably heard around that data strategy is the heart of any AI application inside a bank. The more data you have about your customers – the better your banking services can get. The math tells us that it’s cheaper for banks to cross sell and up sell services to existing customers. For banks to upscale their services they will have to better product recommendations. You will have to invest heavily on AI not knowing whether it can have a positive impact on ROI. How can you use analytics dipped with AI/ML to provide 99% accurate recommendation to customers?

    It’s definitely not complicated. Luckily, we are here to solve this mystery for you. In this webinar, you can grab the following insights from our AI/ML expert

    1.The science of data and machine learning models for accurate predictions
    2.How you can get a single view of a customer
    3.Picking critical data points to stitch possible recommendations together
    4.Powering a know-it-all AI/ML framework inside your organization

    During the webinar our expert will aim to solve most of your AI/ML doubts– feel free to throw in a few questions during our live Q&A session.
  • Einstein Analytics: AI + Analytics for Every Business Process
    Einstein Analytics: AI + Analytics for Every Business Process
    David Gibbons, Senior Director, Product Marketing, Salesforce Jul 16 2019 1:00 pm UTC 30 mins
    AI solutions at Salesforce promise to make companies more productive by augmenting the decisions they make with relevant information. But in practice, how can you deliver algorithmic insights at scale for your business at the moment of action? Join this session to see some real-world examples of data and analytics intelligence in action and hear from our customers to find out how they're optimising their business across industries, including financial services, to drive growth through data and analytics.