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Customer Experience

  • Best of Box World Tour Europe 2018 - The Future of Work Together
    Best of Box World Tour Europe 2018 - The Future of Work Together Anthony Tate, EMEA Product Marketing at Box Recorded: Jun 21 2018 31 mins
    Catch the latest and greatest highlights from Box World Tour 2018

    Hear from our head of EMEA Product Marketing at Box, Anthony Tate.

    Let's shape the future of work together!
  • How to Empower Agents to Deliver an Effortless Customer Experience
    How to Empower Agents to Deliver an Effortless Customer Experience Fancy Mills, Annette Miesbach, Erica Marios (moderator) Recorded: Jun 20 2018 62 mins
    Are your agents empowered to deliver outstanding service, or are they forced to navigate disjointed tools, and bound by policies or KPIs that ultimately result in frustrated customers? Agent empowerment is a critical component of the effortless customer experience, yet according to ICMI research, 74% of contact centers admit they prevent their agents from providing the best service possible. How can we change this? Join us on June 20th for an eye-opening discussion that will arm you with practical advice you can use to make positive changes in your contact center.

    * Why agent empowerment is prerequisite for a seamless omnichannel customer experience
    * Where to look for disconnects between the service contact centers provide, and the service customers expect
    * How to recognize and remove common barriers preventing agent empowerment

    Join us for an interactive and informative hour, complete with live audience Q&A.
  • Learning Together: Motion Infographics
    Learning Together: Motion Infographics Barry Saiff, Saiff Solutions Recorded: Jun 20 2018 53 mins
    In 2018, the pace of life and business is quick. Attention spans are short. Technical communicators need to catch up. Long text passages, with occasional graphics, don't always reach a large part of our audiences.

    How can we create snappy visuals that enable people to learn what they need to learn quickly and painlessly?

    How do we simplify complex concepts, with far less words, and content that is truly engaging?

    Motion infographics combine the best elements of minimalism, instructional design, and information architecture to produce content that people love.

    Join The Content Wrangler and Saiff Solutions for a discussion about infographics and their usefulness. We'll examine some examples of effective motion infographics, and hear from the creator of one of them.

    By attending this webinar, you'll learn:

    • What is so great about motion infographics?
    • What does it take to produce effective, engaging visual content?
    • What are the challenges?
    • How do I get started?
  • The Future of the IT Support Center
    The Future of the IT Support Center Roy Atkinson and Stephen Smith Recorded: Jun 19 2018 62 mins
    Technology is changing at a faster pace than ever and will continue to accelerate. Support centers (helpdesks or service desks) not only need to keep up with the technologies of their customers or users but also the technology within the support center itself.

    The customers and end users seeking support will be increasingly mobile, more likely to be using their own devices and applications, and more tech-savvy than in the past. Support centers will be handling fewer easy, “one and done” contacts, and will need increasingly sophisticated knowledge and tools to maintain their organization’s workforce.

    You will learn about:
    * How new technologies both impact and enable the service and support center’s role
    * How to think about the coming innovations in automation and artificial intelligence


    Who Should Attend:
    * New and established service and support leaders
    * Anyone wishing to learn more about how the world of support will change over the next few years
  • ForgeRock and Trusona - Simplifying the Multi-factor User Experience
    ForgeRock and Trusona - Simplifying the Multi-factor User Experience Ben Goodman, ForgeRock and Kevin Goldman, Trusona Recorded: Jun 19 2018 52 mins
    Authentication and MFA is no longer a one-mode-fits-all experience. Customer-centric companies need flexible intelligence models and simple, consistent login journeys across channels—web, call center, mobile—without being forced to bolt MFA on top of usernames and passwords.

    ForgeRock’s VP, Global Strategy and Innovation, Ben Goodman, and Trusona’s Chief Design Officer, Kevin Goldman, explain how ForgeRock combined with Trusona creates a broad range of multi-factor authentication modalities all with a consistent user experience, including primary MFA without usernames, passwords or typing whatsoever.

    Bonus: Trusona will reveal findings from the first-ever passwordless MFA behavioral research.

    Webcast Overview:
    Learn how to easily configure, measure, and adjust login journeys using digital signals including device, contextual, behavioral, user choice, and risk-based factors

    Learn how Trusona’s range of identity authentication experiences dovetail with ForgeRock’s decision tree authentication approach

    See behavioral research findings that show end-user preference for primary MFA over the comfort of the familiar username and password mode



    *By registering for this webcast you agree ForgeRock will maintain and process your personal information for communicating with you. (https://www.forgerock.com/privacy-policy)

    The following partner(s) of the the above webcast(s) will have access to the list of registrants, including your contact information.

    Trusona (https://www.trusona.com/privacy-policy/))
  • Dynamic Reporting & Analytics
    Dynamic Reporting & Analytics Lisa Lafayette, Solutions Consultant - Bizagi Recorded: Jun 18 2018 24 mins
    Learn how monitor and continuously optimize business processes and turn process information into business strategy.
  • Expose Business Insights Through Process Data
    Expose Business Insights Through Process Data Roberto Biondini - Solutions Consultant, Bizagi Recorded: Jun 15 2018 43 mins
    Watch a demonstration and learn how Bizagi can help you gain business insights by allowing users to easily abstract and consume process data across your operations
  • Microsoft Teams: Timing, Tools & Tips
    Microsoft Teams: Timing, Tools & Tips David Branscome, Microsoft | Richard Smith, IR Recorded: Jun 14 2018 61 mins
    Join us for an update on Microsoft Teams with David Branscome, Partner Technical Architect at Microsoft who will discuss the latest Teams news. Covering an update on timing, tools to make sure your Teams deployment is successful, considerations to keep in mind and key resources to help get you there. Join us to learn:

    > Teams timing: Teams momentum, roadmap updates on feature parity, migration considerations and guidance
    > Teams Tools: MyAdvisor guidance and walk through
    > Teams Tips: migration pre-requisites and best practice (pre-migration)
  • Data-driven Localization: Case Files from Two Data Detectives
    Data-driven Localization: Case Files from Two Data Detectives David Spiro, Product Marketing Manager, Hannah Bedford, PMO Director, Franco Zearo, Business Consultant, SDL Recorded: Jun 14 2018 55 mins
    In this webinar, David Spiro hosts Hannah Bedford and Franco Zearo, who have extensive international experience working with customers in many industries. The two localization “data detectives” share real stories about how their clients have benefited from data-driven localization and explore:

    • Common misconceptions
    • The most important KPIs to track
    • Trends to look for to identify potential problems
    • Future applications for data-driven localization

    To learn more about SDL Language Services, visit https://www.sdl.com/software-and-services/language-services/
  • How AgFirst Delivers Compliance with DPA
    How AgFirst Delivers Compliance with DPA Kevin Backus, Chris Miller Recorded: Jun 13 2018 46 mins
    Are your processes compliant by design? Watch this webinar hosted by AgFirst, the largest agricultural lending organization in the United States.

    Watch now or block some time later today to hear Kevin Backus and Chris Miller explain how they use Bizagi to design and automate critical processes with compliance in mind.

    You’ll learn how automated workflows redefined their operations by:

    -Using processes as a common language for companywide transparency
    -Easily staying compliant by adopting a compliance-first approach
    -Creating agile processes for reacting to changing compliance requirements
  • Introduction to Workbooks CRM
    Introduction to Workbooks CRM John Cheney, CEO Recorded: Jun 13 2018 52 mins
    See how Workbooks can we help you acquire, convert and retain customers.
  • 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 Recorded: Jun 12 2018 56 mins
    Don’t miss this CCNG member webinar as we discover 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 provided with specific examples of how it worked in their contact center.
  • Leveraging MT to Enable Global Technical Support
    Leveraging MT to Enable Global Technical Support Kirti Vashee, Language Technology Evangelist, SDL Recorded: Jun 12 2018 55 mins
    Customer Care is now a priority for digitally-savvy enterprises as it is seen as a top differentiator in driving superior customer satisfaction, loyalty and retention. In this age of digital transformation, the customer is instantly global, and the enterprise must respond instantly as well.
    Machine Translation (MT) can help you create multilingual content to drive Customer Experience and build a global competitive advantage fast.

    Join us for this live webinar, where Kirti Vashee, Language Technology Evangelist for SDL, will explore:

    • How Global Customer Support contributes to your success.
    • Best practices to develop high-quality multilingual self-serve support content.
    • Developing MT solutions that can help make chatbots and other new Customer Support models multilingual.
  • Data Residency - how to stay on the right side of the GDPR
    Data Residency - how to stay on the right side of the GDPR Crispen Maung, VP of Compliance at Box, and Anna Min, Product Manager at Box Recorded: Jun 11 2018 48 mins
    Global compliance with data residency is a huge concern for businesses whose customers, employees and operations span the globe. As new regulations like GDPR come online, there are a lot of misconceptions out there about the actual requirements for data residency and how to comply.

    Join Crispen Maung, VP of Compliance at Box, and Anna Min, Product Manager at Box, as they look at the hard reality of complying with data residency and privacy rules.

    You'll also be introduced to Box Zones, our new multizone solution that effectively addresses data residency obligations across different jurisdictions. Box Zones designates content location per employee while you retain control, managing your entire enterprise from a single admin console. Best of all, this never impacts end user experience– they can seamlessly collaborate across zones, while the content they own remains stored in their designated region.

    Here's what you'll learn:
    The real requirements of data residency and data privacy (versus perception)
    How the new Box Zones can support multizone functionality
    How Box Zones can address data residency and privacy without hurting productivity
  • Learn the Advantages of Using Bizagi for Case Management
    Learn the Advantages of Using Bizagi for Case Management Roberto Biondini, Solutions Consultant Bizagi Recorded: Jun 11 2018 49 mins
    Learn about how Bizagi manages all types of work processes (cases) whether structured or unstructured in a goal-orientated fashion.

    Watch now to learn how Bizagi can help you:

    •Start cases from a process instance perspective
    •Bind together structured processes into a single case
    •Co-ordinate knowledge, content and resources to manage cases
  • The Pursuit of Service and Support Excellence: A Case Study from Optum, Inc.
    The Pursuit of Service and Support Excellence: A Case Study from Optum, Inc. Mike Hanson, Tabitha Scarbrough, and Leslie Cook (moderator) Recorded: Jun 7 2018 54 mins
    HDI's industry awards acknowledge and celebrate professional achievement. Our internationally recognized awards provide the industry's finest with a sense of pride and accomplishment, while earning them trust and credibility from employers and customers.

    * The HDI Team Excellence Award recognizes technical service and support teams that have most enhanced the image of the profession by setting and achieving the highest standards of excellence in customer support.

    Attend this webinar to hear Optum Inc. share their story and to learn more about HDI's industry award program.
  • The Pursuit of Service and Support Excellence: A Roundtable with 2018 Honorees
    The Pursuit of Service and Support Excellence: A Roundtable with 2018 Honorees Rob Allen, Brittany Muxlow, Kristin Luebke, Tabitha Scarbrough, and Leslie Cook (moderator) Recorded: Jun 6 2018 60 mins
    HDI's industry awards acknowledge and celebrate professional achievement. Our internationally recognized awards provide the industry's finest with a sense of pride and accomplishment, while earning them trust and credibility from employers and customers.

    * The HDI Analyst of the Year Award recognizes the support industry's top front-line service and support professionals who possess the knowledge and skills required to provide quality service and support for internal or external customers.

    * The HDI Desktop Support Technician of the Year Award recognizes desktop support professionals who demonstrate extraordinary commitment, dedication, technical aptitude, and service to customers while consistently exceeding performance objectives.

    * The HDI Manager of the Year Award recognizes prominent professionals who most clearly demonstrate the ability to serve and advance information technology within their organizations.

    Attend this webinar to hear the panel of award winners discuss their achievements and to learn more about HDI's industry award program.
  • The future of record to report
    The future of record to report Vivek Saxena, SVP Record to Report, Genpact Recorded: Jun 6 2018 3 mins
    Vivek Saxena, SVP Record to Report, discusses the challenges facing finance teams with record to report (R2R) and how they can transform operations with digital technologies. Find out why on-demand close is the future for R2R.
  • The claims process of the future
    The claims process of the future Jeffrey Saye, Vice President, Insurance, Genpact Recorded: Jun 6 2018 3 mins
    Digital technologies are fundamentally changing the way insurance claims are processed, with huge potential customer service and efficiency gains. But what needs to change for touchless claims to become a reality?
  • Generating risk management impact - Financial Spreading
    Generating risk management impact - Financial Spreading Genpact Recorded: Jun 6 2018 5 mins
    Digital based financial spreading has a lot of potential and capabilities in the world of commercial banking, this also generates risk management impact.
  • AI-powered location: A step closer to the future?
    AI-powered location: A step closer to the future? Peter Frans Pauwels, Co-founder, TomTom Recorded: Jun 5 2018 61 mins
    By leveraging the power of the cloud, artificial intelligence and machine learning, mapping devices are getting smarter over time, recognizing patterns and farming insight from contextualized data. And that means smart cities and data-based Location of Things navigation is becoming a reality.

    Cities can analyze and improve congested traffic. Freight companies with connected trucks can better manage logistics, optimize fleets, and track customer engagement. And cars will learn to make split-second decisions on our behalf, making the call on turning left or hitting the breaks when it recognizes a pedestrian is in the crosswalk.

    To find out more about how cloud-based, AI-powered location technology is creating the highly accurate and always up-to-date maps that can revolutionize everything from autonomous cars to connected cities, don’t miss this VB Live event!

    In this webinar you'll learn:

    * How to leverage the power of the cloud, AI, and machine learning across devices by contextualizing location data in real time
    * Understand the role of location-based data mapping in the "Location of Things"
    * The application of data-enriched mapping to industries like retail and automotive
    * How "Location of Things" powered by geographical data can be used to connect autonomous driving, smart mobility, and smarter cities

    Speakers:
    * Chris Pendleton, Principal PM, Azure Maps
    * Peter Frans Pauwels, Co-founder, TomTom
    * Jennifer Belissent, Principal Analyst, Forrester
    * Rachael Brownell, Moderator, VentureBeat

    Sponsored by TomTom
  • Drive Business Success with Workbooks CRM
    Drive Business Success with Workbooks CRM Workbooks Recorded: Jun 4 2018 2 mins
    Workbooks CRM can we help you acquire, convert and retain customers?
  • Workbooks CRM for Customer Service
    Workbooks CRM for Customer Service Workbooks CRM Recorded: Jun 1 2018 2 mins
    Workbooks CRM empowers you to deliver exceptional customer service:

    Unified Experience
    Support ticketing
    Workflows & Automation
    Service Metrics
    Profiling & Renewals
  • Holy Trifecta of Global Content Success
    Holy Trifecta of Global Content Success Val Swisher Recorded: May 30 2018 52 mins
    Technical communication professionals revolutionized the publishing world with the introduction of structured writing and intelligent content. By adopting innovative methods, approaches, and content standards, we were able to craft and deliver content to multiple channels quickly, often with reduced effort and cost. And, we’re not done yet.

    When technical content is required for global audiences, intelligent content alone is not enough to tackle the obstacles multilingual content introduces. Combining structured intelligent technical content, terminology management, and translation memory together can solve these challenges. We call this the Holy Trifecta of Intelligent Technical Content. When all three of these are leveraged together, we can produce consistent content that is on-brand, on-message, and easy to read in every language.

    In this session, attendees will learn:

    * A clear description of intelligent content, terminology management, and translation memory

    * An understanding of how they are interrelated and why they are important to technical communication projects

    * A game plan for coordinating all three in order to create intelligent content that works, all the time, on any device, in any language
  • CMDB for the Enterprise Mind
    CMDB for the Enterprise Mind Terrell Pursley, Ryan Gillespie, Meghan Lockwood Jun 26 2018 5:00 pm UTC 60 mins
    Get the rundown of different audiences for the CMDB and how to achieve each of their objectives through out-of-the-box products.

    Plus, Find out...
    - Why CMDB should be your ServiceNow foundation
    - What's the roadmap to success
    - Conventional and specialized uses, including services and dashboards
    - Real-world examples of companies transforming today
  • Verto Audience Spotlight: Social Media Savvy Millennials
    Verto Audience Spotlight: Social Media Savvy Millennials Aaron Schwartz, Senior Data Analyst / Verto Analytics Inc. Jun 26 2018 7:00 pm UTC 30 mins
    Our new series, Audience Spotlight, provides a cross-device, consumer-centric view on a specific audience, with a deep dive into user demographics and rich behavioral metrics on an audience segment. This month we focus on a high-value audience - Social Media Savvy Millennials, users between the ages of 18-35 who comprise the top 20% of all digital consumers based on the amount of time they spend on social media apps and sites. Attend the webinar and learn which screens, brands, and services attract these social media superusers.

    In this 30 minute webinar, we’ll also dig into some of the most actionable data, including:

    - How do the gender and household income distribution of Millennials stack up against the U.S. adult online population?
    - Which devices and apps are Social Media Savvy Millennials using and when?
    - Beyond Facebook, YouTube, and Snapchat, where else do Social Media Savvy Millennials spend their time?

    Sign up for our webinar today.
  • Travel & Hospitality AI Opportunity with EXLRT
    Travel & Hospitality AI Opportunity with EXLRT Arjen van den Akker, Product Marketing Director, SDL, Karl Johnson, Managing Director, US, EXLRT Jun 27 2018 3:00 pm UTC 60 mins
    Learn more about the future of content for B2C travel and hospitality companies.

    Karl Johnson, MD of EXLRT, will talk about how Turkish Airlines uses personalization on a global scale today. Next he will cover when, why, and how to embrace artificial intelligence (AI) to build fluid conversational experiences. He’ll discuss the tools and concepts of tomorrow that enable an advanced real-time approach, including:

    -Natural language Generation (NLG)
    -Adaptive personalization
    -Conversational user interfaces
  • Wake Up HUMAN EXPERIENCE Professionals! It's time for a REBOOT!
    Wake Up HUMAN EXPERIENCE Professionals! It's time for a REBOOT! Roger Lee, Founder and Principal Evangelist, Contact Center Advocates Jun 27 2018 6:00 pm UTC 60 mins
    What do Uber, Starbucks, United Airlines, Wells Fargo, and Southwest Airlines have in common? They are all working on repairing their brand and customer experience reputations.

    We are halfway through 2018 and it's time to reflect and adjust course. There have been so many daily events that impact our corporate and personal brand that it is important to pause, reflect, and determine what we want to do and be as human beings.

    Roger Lee, aka Dr. WFO, Founder and Principal Evangelist for Contact Center Advocates, will share how some of these world events have and will impact people, process, technology, and strategy as we continue to provide customer service and customer experience moving forward.
  • Are you killing the benefits of your data lake? (North America)
    Are you killing the benefits of your data lake? (North America) Rick van der Lans, Independent Business Intelligence Analyst and Lakshmi Randall, Director of Product Marketing, Denodo Jun 27 2018 6:00 pm UTC 45 mins
    Data lakes are centralized data repositories. Data needed by data scientists is physically copied to a data lake which serves as a one storage environment. This way, data scientists can access all the data from only one entry point – a one-stop shop to get the right data. However, such an approach is not always feasible for all the data and limits it’s use to solely data scientists, making it a single-purpose system.
    So, what’s the solution?

    A multi-purpose data lake allows a broader and deeper use of the data lake without minimizing the potential value for data science and without making it an inflexible environment.

    Attend this session to learn:

    • Disadvantages and limitations that are weakening or even killing the potential benefits of a data lake.
    • Why a multi-purpose data lake is essential in building a universal data delivery system.
    • How to build a logical multi-purpose data lake using data virtualization.

    Do not miss this opportunity to make your data lake project successful and beneficial.
  • Better Customer Engagement Through Integrated Collaboration Tools
    Better Customer Engagement Through Integrated Collaboration Tools Robin Gareiss, Nemertes Research Jun 28 2018 3:00 pm UTC 60 mins
    Organizations are focusing heavily on improving customer engagement. Unified Communications and Collaboration (UCC) tools are crucial to success, as they help to locate experts quickly and engage customers using the best method of interaction—ultimately driving measurable business benefits.
    That’s one of many reasons it’s crucial for IT leaders to select the best UCC provider for their requirements, using the right architecture and management tools. Indeed, IT leaders wrestle with UCC architecture decisions for a variety of reasons. Will they lose too much control if they migrate to the cloud? How will they monitor service quality and troubleshoot complex problems? How easy will it be to integrate across a hybrid UCC implementation—and effectively manage in a single pane of glass?
    Join Nemertes President Robin Gareiss, who has conducted extensive research on how organizations are leveraging their UCC capabilities to improve the customer engagement.
    During this data-backed webinar, we’ll cover the following:
    • What are the measurable business benefits of leveraging collaboration apps for customer engagement? We’ll look at some real-world case studies.
    • How do organizations architect and manage UCC solutions? What are the best practices?
    • Hybrid UCC deployments are on the rise. What are the pitfalls you should be aware of, and how can you hedge against them?
    • What are the key actions that will ensure the lowest operational costs?
    • What are some steps you can take today to avoid pain tomorrow?
  • Pragmatic AI for asset management
    Pragmatic AI for asset management Satya Iluri, Vice President , Genpact Digital and Prabhod Sunkara, Assistant Vice President, Genpact Digital Jun 28 2018 3:00 pm UTC 45 mins
    Unlocking the wealth of unstructured content to optimize and scale operations

    Is managing and unlocking value from unstructured data critical to your role as an asset/investment manager? Manual data entry is expensive, prone to errors, and consequently leads to compliance issues and operational challenges. Imagine using artificial intelligence (AI) to normalize unstructured data and combining it with structured data to streamline and scale operations, and power downstream processes. With AI, your job of finding the elusive alpha, managing new fee models, and maintaining margins is now easier.

    Genpact’s Cora LiveWealth is an AI-enabled wealth and asset management platform. Join us to learn how we help asset/investment management firms:

    -Aggregate, extract, normalize, and streamline structured and unstructured data with AI and machine learning, and
    -Power downstream processes such as Manager Due Diligence, Performance Measurement, Attribution, and Customized Reporting

    The webinar will help asset/investment managers understand how they can embrace technology to build a competitive advantage against established and emerging competition.
  • How AI is transforming retail customer acquisition strategies
    How AI is transforming retail customer acquisition strategies Suzy Deering, US CMO, eBay Jun 28 2018 5:00 pm UTC 60 mins
    AI is rapidly reshaping how retailers reach and engage customers across channels and in real time. And because your success in retail is so deeply interconnected with customer experience, from browsing to decision, purchase to post-purchase pleasure, AI is increasingly going from nice-to-have to necessity for higher sales and bigger bottom lines.

    With billions of customer behavior data points, transactional histories in the trillions of dollars, and pinpoint segmenting, AI turns hazy ROI best-guess calculations into data-driven predictions. It helps you uncover new customers, and adds science to the art of targeting your audience.

    Learn more about how retail organizations can use AI to find and evaluate customers, seize tailored opportunities along your customer’s journey, offer hyper-personalized recommendations and more, when you join this VB Live event!

    Register now for free!

    Attend this webinar and learn:
    * How AI helps retailers curate content, offers, and experiences to revolutionize customer acquisition and engagement.
    * How companies can leverage AI to uncover new markets
    * The role of AI in data-powered email marketing (e.g. empowered segmentation), voice and visual search
    * The future of AI in retail: What's next?

    Speakers:
    * Suzy Deering, Chief Marketing Officer, eBay North America
    * Rob Roy, Chief Digital Officer, Sprint
    * Eugene Feygin, SEO Manager, Sears
    * Jaimy Szymanski, Industry Analyst & Founding Partner, Kaleido Insights
    * Rachael Brownell, Moderator, VentureBeat
  • Contact center voice compliance in the new regulatory world
    Contact center voice compliance in the new regulatory world Matthew Jackson | Senior Solutions Engineer IR Jul 10 2018 6:00 am UTC 30 mins
    Voice compliance isn’t an IT issue or a Legal issue its everyone's issue.

    Join us if you record calls and want to simplify compliance and reduce costs.

    IR Prognosis Recording Assurance monitors and confirms regulatory adherence and finds problems before they happen.
  • Bridging the human and digital divide in banking
    Bridging the human and digital divide in banking Amit Bhaskar, Global Practice Leader│Raja Bose, Transformation Services Leader | Michelle Palomera,Customer Experience Leader Jul 11 2018 3:00 pm UTC 45 mins
    Customer expectations around banking are changing at an unprecedented scale. At the same time, advances in digital technologies offer significant opportunities to shape and fulfill these evolving expectations. A recent Genpact survey of 6,000+ consumers across the US, UK, and Australia reveals powerful new insights in this realm. Again, as banks become increasingly digital – success requires seamless integration between the front, middle, and back offices. Join us on this webinar as we share our findings and provide examples of how to deliver and measure a consistent, high-quality experience across channels to create engaged, loyal customers.

    In this webinar, we will offer practical takeaways on how to:
    •Leverage journey-driven transformation to connect front to back office to optimize the end-end user experience
    •Humanize the digital experience to offer the best of both human and machine interaction
    •Use data and insights to deliver customer intimacy through personalized service
    •Measure your CX initiatives for continuous improvement
  • How AI is changing the customer retention game
    How AI is changing the customer retention game Kara Dake, VP Growth & Partnerships, Clevertap Jul 11 2018 5:00 pm UTC 60 mins
    Your users are like fine wine or good cheese: They get better over time. Which is why user retention is essential. With a steady retention rate your revenue just compounds over time. And increasing retention by just 10 percent will boost your business value by more than 30 percent.

    That’s where artificial intelligence comes in. AI marketing tools let you anticipate customer needs, create personalized campaigns that make them feel seen and heard, lock on to essential customer purchasing patterns, deliver highly relevant messaging, marketing, and offers when and where they want to see them, and more. And with the volume of customer data you have at your fingertips, you can identify what characteristics make up high-value customers, so you know exactly where to put your focus.

    Learn how tapping into your oil well of data and harnessing it via marketing automation platforms powered by AI and machine learning can strengthen your bottom line when you join this VB Live event!

    In this webinar you'll learn:

    * Key engagement strategies using AI
    * How to use AI to strengthen campaigns (including creative, messaging, segmentation and personalization)
    * The role of time-based triggering in automation and monetization
    * The evolving trends in marketing automation and omnichannel marketing

    Speakers:
    * Kara Dake, VP Growth & Partnerships, Clevertap
    * Rachael Brownell, Moderator, VentureBeat
    * Stewart Rogers, Analyst-at-Large, VentureBeat

    Sponsored by Clevertap
  • Maximising UC performance: Three perspectives from the front line
    Maximising UC performance: Three perspectives from the front line Martin Brooker, Martin Smith and Mark Rossell Jul 12 2018 8:30 am UTC 60 mins
    IR and IP Integration invite you to our joint webinar on June 14th at 9.30am where we discuss how we are proactively enabling three of our customers to identify, resolve and improve UC performance, network visibility and customer experience.

    You will find out:
    - How an international travel agency could quickly locate call quality issues in their network.
    - How a global insurance organisation that was able to prevent a major impact SQL service issue before it happened
    - How one of the UK’s leading utility company’s` has full performance visibility thanks to proactive alerting on critical IVR services ensuring service quality 24x7.

    We will also run a short demonstration highlighting how IR and IP Integration enable customers to streamline IT operations across audio/video web meetings and calls, on-premises, in the cloud, or as part of a hybrid environment.
  • Doing More with Less: WFM Strategies for the Support Organization
    Doing More with Less: WFM Strategies for the Support Organization Megan Selva (moderator) Jul 17 2018 5:00 pm UTC 60 mins
    In a recent survey of support organizations in more than twenty verticals, HDI found that more than one-third of organizations surveyed identified “managing an increased workload with existing staff” as their primary challenge. Nothing new there—this challenge is a constant in support, as it is in many industries. Compounding this challenge is the larger evolution in the world of work: traditional office-based workspaces have given way to remote arrangements and the gig economy. With new technologies emerging at an unrelenting pace, employees bringing their consumer expectations to the workplace, and organizations embracing nontraditional working environments, what’s a support organization to do?

    An optimized workforce management strategy is crucial for both customer and employee satisfaction, as well as maximizing the value of the support organization. In this webinar, Todd Gladden, the Workforce Management Wizard, will provide essential training for support leaders seeking to make the most of their teams’ skills and strengths, whether they’re working on-site or remote.

    In this webinar, we will discuss:
    *How to optimize your workforce and people management strategies
    *How to focus on employee success as well as business unit success
    *How to use training and professional development to increase productivity, retention, and morale
  • How to Harness the Power of Predictive Customer Journey Mapping
    How to Harness the Power of Predictive Customer Journey Mapping Anne Palmerine, Charlie Godfrey, Erica Marois(moderator) Jul 18 2018 6:00 pm UTC 60 mins
    Whether your organization wants to improve customer satisfaction, boost productivity, or increase revenue, the customer journey is at the heart of it all. And with today’s customer expectations on the rise, getting customers to the right agent, at the right time is critical. The problem? Most businesses think they’re doing a better job of meeting customer expectations than they really are. In fact, Genesys research indicates that only 19% of businesses have a dedicated customer experience team to manage the experience.

    Ready to differentiate yourself from the competition? Find out how predictive routing is becoming a fundamental part of delivering the genuinely omnichannel experience that customers now expect.

    In this webinar, you will learn:

    *How to match the right agent with the right customer
    *How to bring sales, service, and marketing together to enhance the customer experience
    *How leading contact centers are leveraging the latest predictive routing technology

    Join us for an interactive and informative hour, complete with live audience Q&A.