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Customer Experience

  • S1000D: Technical Content Localization Strategies
    S1000D: Technical Content Localization Strategies Bob Hogg, Global Marketing Director, SDL & Michael Davis, Sr. Director Government, Aerospace & Defense Industry, SDL Aug 21 2018 3:00 pm UTC 60 mins
    As the A&D industry grows to support the global market, increasing cross-regional sales are occurring placing additional importance on the management and delivery of technical content in local languages. Join SDL, content management and language translation experts, to explore strategies related to the management of global language translation challenges in S1000D. Michael Davis, Sr. Director at SDL Government, Aerospace & Defense industry, will discuss how your organization can rapidly and more cost effectively create, translate and deliver S1000D content to any language.
  • The Software Asset Management Landscape Has Changed: What You Need to Know
    The Software Asset Management Landscape Has Changed: What You Need to Know Carleen Carter, Meghan Lockwood Aug 21 2018 5:00 pm UTC 60 mins
    On Tuesday, August 21st, at 1:00 PM ET, 10:00 AM PT, join Carleen Carter, Acorio's Director of Technical Consultants and Solutions, as she presents The Software Asset Management Landscape is Changing: Here's What You Need to Know.

    - Software Asset Management Best Practices & Strategy
    - Changes with Virtual Machines and Cloud Licenses
    - Lower cost and risk with ServiceNow's Software Asset Management
  • The Master Content Model at Mayo Clinic: Aligning Omnichannel Content Workflows
    The Master Content Model at Mayo Clinic: Aligning Omnichannel Content Workflows Jay Maxwell, Cruce Saunders & Joe Gollner Aug 22 2018 5:00 pm UTC 60 mins
    By collaborating to unify schemas across many content repositories serving multiple print and digital endpoints, Mayo Clinic and [A] are establishing a content operating model to empower the market-leading creator and distributor of trusted health guidance and information with orchestrated, sustainable, future-ready, omnichannel content flows. We will dive into how [A] and content developers at Mayo Clinic are leveraging the Master Content Model to build a longer-term solution for the development and management of intelligent content, optimized for delivery to Mayo Clinic’s print and digital channels.

    Join Paul Perrotta, sitting in for Scott Abel, The Content Wrangler and his special guests, Jay Maxwell, Senior Director of Health Information at Mayo Clinic, [A]'s founder Cruce Saunders, and Master Architect, Joe Gollner as they demonstrate how content engineering and the application of a Master Content Model can be harnessed to address many of the content challenges faced by larger enterprises:

    • Single-channel vs. omnichannel content lifecycle
    • Multiple management & authoring tools that are redundant, ineffective, or not harmonized to work well with the other tools in the stack
    • Inconsistent content structure resulting in management headaches and disconnected user experiences
    • Duplicate content that creates risk of errors
    • Author and end-user content findability problems
    • Costly conversions between different parts of the workflow, different channels, and different systems
    • Content collaboration hampered by organizational silos

    Attendee Takeaways

    • An overview of practical applications of the Model, including optimizing shared resources across authoring groups via a standard structure for all content assets, enabling movement of assets between business units, applications, and published products, eventually, assembling new information products from existing content assets, and positioning content as an organization asset
  • Customer Experience Optimization for Online Bookings
    Customer Experience Optimization for Online Bookings James Bavington, Alex Painter Aug 23 2018 4:00 pm UTC 60 mins
    What if there was a way to predict the success associated with an online booking update — before it goes live and customers experience your new technology? Similarly, what if you could monitor a live online booking platform and determine if and how it's affecting your conversion goals (i.e., rooms booked)?

    These questions have major implications on how you test your online booking software, especially in the customer-centric world of hospitality. Join our webinar and explore how to measure the impact of digital user behavior against desired business results.
  • 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 Aug 28 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.
  • 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 Aug 28 2018 3:00 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)

    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.
  • 3 Ways to Improve Employee Experience by Expanding Service Management
    3 Ways to Improve Employee Experience by Expanding Service Management Roy Atkinson and Matt Stone Aug 28 2018 5:00 pm UTC 60 mins
    More organizations than ever before are now recognizing the importance of the employee experience. Productivity, talent acquisition and retention, and customer satisfaction are all related to the employee experience, so it makes very good business sense to improve it as much as possible.

    In this webinar, Roy Atkinson and Matt Stone will examine how concentrating on three aspects of employee experience can accelerate business performance.

    In this webinar, we will discuss:
    * Understanding how the employee experience is related to business success
    * Measuring the right things
    * Providing a single platform for service management across the organization

    Who should attend:
    * Service management professionals inside and outside IT
    * Managers and process owners who want to learn more about service management trends
  • Embedding Quality Engineering in DevOps Pipeline
    Embedding Quality Engineering in DevOps Pipeline Jayanthi Jayaraman, Test Automation Consultant, Aspire Systems ; Clinton Sprauve, Director of Product Marketing, Sauce Labs Aug 28 2018 5:00 pm UTC 60 mins
    Aspire and Sauce Labs are jointly conducting this webinar on the topic ‘Embedding Quality Engineering in DevOps Pipeline’. This webinar is aimed at helping organizations understand the importance of Continuous Testing in a DevOps environment and how it can be integrated with cloud environments.

    Key Takeaways:

    •Different Dimensions of Quality Engineering
    •How Continuous Testing can Make or Break your DevOps Pipeline
    •Integrating Continuous Testing with Cloud Environments
    •Recommended Tools and Techniques
    •Sample Use Cases
  • Optimize Cisco Collaboration
    Optimize Cisco Collaboration Dave Murphy, Global Alliance Director | Chuck Geisler, Senior Solutions Engineer Aug 29 2018 3:00 pm UTC 60 mins
    This session will take a look at how to optimize your Cisco collaboration environment. With video playing a more critical role in driving collaboration, it has never been more critical to ensure your Cisco environment is fully optimized to deliver a truly outstanding experience, to users or customers. This interactive webinar will be presented by Dave Murphy, Global Alliance Manager, with a live demo presented by Chuck Geisler, Senior Solutions Engineer.
  • Delivering a 5 Star Digital Experience in Finance with Eggplant
    Delivering a 5 Star Digital Experience in Finance with Eggplant Antony Edwards, James Gaham Aug 30 2018 2:00 pm UTC 60 mins
    In the highly competitive financial services industry, companies’ online and mobile interactions with customers are make-it or break-it experiences. How can you ensure an amazing experience for your users?

    Join our webinar on how Eggplant has helped companies like Citi, Nationwide, and Atom Bank deliver amazing digital experiences to their users.
  • The Tale of the Structured Closet: How Structured Content Saves Time & Money
    The Tale of the Structured Closet: How Structured Content Saves Time & Money Val Swisher Aug 30 2018 5:00 pm UTC 60 mins
    This webinar introduces the basics of structured authoring. We will discuss what structured authoring is, how it differs from unstructured writing, the tools you need to support it, and more. If you don’t know what structured authoring is, or if you have lingering questions about the topic, this webinar is for you.

    What you will learn:
    * The differences between unstructured writing and structured writing
    * How to organize structured content
    * What a taxonomy is and how to use it
    * How structured content separates text from format
    * How translation works in a structured environment
  • SDL XPP: Adaptive Publishing for PDF/UA and Section 508 compliant Documents
    SDL XPP: Adaptive Publishing for PDF/UA and Section 508 compliant Documents Bart Terryn, President of XP2 and Bob Hogg, Industry Marketing Director, SDL Sep 5 2018 3:00 pm UTC 60 mins
    SDL XPP is an adaptive publishing engine for high-quality, high-volume and high-speed print and PDF deliverables for complex documents. The SDL development team worked closely with existing customers to understand the challenges and requirements faced in their content production environments and build out the new capabilities to address their specific needs to support PDF/UA, Section 508 compliant documents.
  • Avoid the failure trap: 4 steps to successful digital transformation
    Avoid the failure trap: 4 steps to successful digital transformation Gal Horvitz, SVP, Genpact Cora Leader and Dave Cowing, Consulting Partner, Business Lead, Tandem Seven,a Genpact company Sep 6 2018 4:00 pm UTC 60 mins
    Today’s C-suite executives are under pressure to digitally transform their operations to meet changing customer needs and drive new levels of revenue and profitability. Yet too often initiatives fail. Join this webinar to learn how Fortune 500 organizations are leveraging steps to accelerate digital transformation through a customer-centric lens. Genpact executives will share best practices around the following:

    1. Go beyond the map
    2. Optimize processes through a customer lens
    3. Focus on front-to-back office
    4. Orchestrate across silos
  • Employee retention: Language training makes workers want to stay
    Employee retention: Language training makes workers want to stay Melanie Rogers, Jack Marmorstein, Chris Brotherson Sep 6 2018 6:00 pm UTC 60 mins
    Global organizations are recognizing the massive cost of employee turnover. L&D leaders are, in turn, investing more in employee development to drive increases in employee engagement and retention. From implementing English language training for hourly workers, or advanced English for limited English proficiency (LEP) employees looking to advance in a business setting, to offering world language training for global managers, L&D leaders are offering language learning to increase engagement and retain colleagues.
    A recent Rosetta Stone study reports that 80% of employees who participated in language training felt more positively towards their employer, and 66% felt more engaged with their work. In some organizations, employers have been able to attribute a 19% reduction in employee turnover to language learning. Join this webinar to see how this could look within your organization.
    You’ll Learn:
    •Opportunities within a global organization to improve employee retention with language learning programs
    •The benefits of mobile/technology-based learning and live tutoring as a combined approach
    •Success stories from organizations that improved their retention rates with language
    •What a language learning program looks like within a global organization
  • [FRENCH] Gestion de contenu simple et sécurisée pour vos portails clients
    [FRENCH] Gestion de contenu simple et sécurisée pour vos portails clients Vincent Lieffroy, Senior Sales Engineer, Box Sep 10 2018 1:00 pm UTC 75 mins
    Des demandes de prêt aux constats d'assurance en passant par les dossiers médicaux, la collecte et l'échange de contenu constituent un élément clé pour toute expérience client.

    Mais intégrer la gestion de contenu dans vos portails clients peut être compliquée, coûteuse et être source de risques qui peuvent affecter la sécurité de votre entreprise.

    Dans ce webinar, nous étudierons comment utiliser les API Box Platform pour intégrer une gestion de contenu sécurisée dans vos portails clients, pour une expérience client optimale, tout en répondant aux exigences de sécurité et de conformité de votre entreprise.
  • Welcome to the New NGDATA
    Welcome to the New NGDATA Gil Rosen, Head of Strategy at NGDATA Sep 11 2018 2:00 pm UTC 60 mins
    NGDATA's been busy over the past year building out our vision to help companies modernize and transform their customer relationships. We acquired Eccella, a global digital transformation company, expanded our product and support teams, accelerated our partnerships across the full spectrum of digital transformation, and reinvigorated our intelligent customer data platform (CDP) with a new UI and machine learning capabilities.

    Join Gil Rosen, Head of Strategy at NGDATA, to learn how our:

    - Data Strategy team helps organizations align their technology vision to their business priorities
    - Digital Transformation team helps build outcome-focused data and technology infrastructures underpinning a data-driven company.
    - Intelligent CDP drives increased engagement through real-time, machine learning- optimized engagement for each and every customer.
  • How to Reuse Localized DITA Content
    How to Reuse Localized DITA Content Mike Rice Sep 11 2018 5:00 pm UTC 60 mins
    Reusing content has substantial benefits over copying and pasting. However, reusing content can be complex to manage without proper guidelines, especially when that content is translated into multiple languages.

    Join Scott Abel, The Content Wrangler, and his special guest, Mike Rice, Customer Success Manager at Jorsek LLC, the publishers of easyDITA, to learn some reuse strategies for localized content so you can safeguard your reuse cases.

    TAKEAWAYS: Attendees will learn about basic reuse types, localization considerations, and guidelines to avoid translations problems.


    Mike Rice is a user-centered professional with over 20 years of experience in technical communication, and a tested eye for transforming how information is managed. Mike is thrilled to be supporting information professionals using easyDITA, and to help them focus on their content, its meaning, its value, and its connections.
  • How To Get More Customers
    How To Get More Customers Peter Strohkorb Sep 11 2018 10:00 pm UTC 60 mins
    B2B Sales and Marketing Specialist Peter Strohkorb describes why and how every business now needs to apply push and pull selling techniques in order to win more customers.
    Peter will reveal the ten Action Items you need to have in place to be successful.
  • Forecasting the Future: Strategies for Long-Term Contact Center Planning
    Forecasting the Future: Strategies for Long-Term Contact Center Planning Justin Robbins, Paul Chance, Erica Marois (Moderator) Sep 12 2018 5:00 pm UTC 60 mins
    With all of the change that’s happened in contact centers over the past 10 years, it may be daunting to think about the years ahead, but it’s a necessary and revealing exercise. Strategic, long-term planning enables organizations to prepare for and anticipate investments in technology, shifts in their workforce, and evolutions in their methods for delivering service. But how far out should a long-term plan go? And what should or shouldn’t be included in the process?

    In this ICMI webinar, you’ll hear from contact center expert Justin Robbins on how long-term planning has changed in recent years, what’s the most effective data for future planning, and ways to leverage the changes in technology and customer expectations to your advantage.

    Attend this webinar to learn about:

    - Designing long-term models for staffing and planning
    - The future of occupancy, service level, and other key WFM metrics
    - Benchmarks and best practices for long-term contact center planning
    - The latest advances in long-term forecasting capabilities
  • How to cross new frontiers with your subscription business
    How to cross new frontiers with your subscription business Patrick Unnold, VP Customer, Recurly and Luke Salinas, SVP Strategy, Adyen Sep 12 2018 5:00 pm UTC 60 mins
    The subscription model is booming --subscription commerce grew more than 100 percent each year between 2011 and 2016, and the growth continues. Savvy companies are reaping the rewards: high recurring revenue that’s predictable paired with a competitive and sustainable business model. The potential ROI for global expansion is wide open, but many who try to take their subscription model global overlook important issues that can make or break success in new markets.

    Learn about the best practices to expand your subscription business into new countries including how to manage local payments, get the right partners on board, optimize authorization rates, tackle key challenges in potential markets, mitigate fraud, and more when you join this VB Live event!

    Register for free now.

    Webinar attendees will learn about:
    * The opportunities provided by the explosive subscription model growth around the globe
    * How to overcome regional challenges, including local payment methods, regulations, data security, and taxation
    * How to identify knowledgeable partners to accelerate your global expansion
    * How localized communications throughout the subscription lifecycle boost subscriber retention
    * Common fraud issues to anticipate and how to mitigate them

    * Patrick Unnold, VP Customer, Recurly
    * Luke Salinas, SVP Strategy, Adyen
    * Rachael Brownell, Moderator, VentureBeat

    Sponsored by: Recurly and Adyen
  • 3/3 Get the Exact Identity Solution You Need - In the Cloud - AWS and Beyond
    3/3 Get the Exact Identity Solution You Need - In the Cloud - AWS and Beyond Wajih Ahmed, ForgeRock and Steve Giovannetti, Hub City Media Sep 12 2018 6:00 pm UTC 60 mins
    Containerized IAM on AWS and Beyond

    The do’s and don’ts of running containerized Identity systems in the cloud and what it’s like to run and operate this type of solution

    You’ll experience:

    Lessons learned from running the ForgeRock Platform in the cloud
    Benefits and challenges of choosing containerized IAM in the cloud
    How Kubernetes impacts operations
    CI/CD pipeline: How this changes configuration, ongoing development, patching and upgrades
    Plus: We’ll take you beyond AWS and discuss alternative approaches to containerized deployment.

    *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.

    Hub City Media (https://www.hubcitymedia.com/privacy-policy)
  • The Future is Now: Neuroscience, Chatbots, Voice, and Microcontent
    The Future is Now: Neuroscience, Chatbots, Voice, and Microcontent Rob Hanna and Barry Saiff Sep 13 2018 3:00 pm UTC 60 mins
    If you're like many of us in tech pubs, your company has already dipped their toes into the rapidly developing field of chatbots and voice. Or perhaps your company is already waist-deep in it and they've tasked you with creating new content on a new system procured specifically for chatbots. Or worse, they've begun hiring a new class of writer, called the UX writer, to develop chatbot content in some other department that copies and pastes content from your technical manuals into chatbot databases. Or perhaps none of this is happening yet, but you want to get ahead of the curve.

    Now what if we told you that you can source chatbot and voice content directly from your structured technical content? What if we told you that rewriting and restructuring your content for chatbots could make your content far more accessible for users in your traditional content delivery channels? What if we could show you that this evolution in structured writing was simply a continuation of our journey down the path to developing structured content for DITA and other topic-based architectures?

    Join host, Scott Abel, The Content Wrangler, and his special guests Rob Hanna, President of Precision Content Authoring Services, and Barry Saiff, Founder and CEO of Saiff Solutions, as we introduce the concept of microcontent as a core component of structured topics.

    Attendees will learn how industry trends point to the emergence of smaller, more precise, componentized content, why writing and classifying content based on user intent matters, how topic structures can support microcontent within topics, and how microcontent is published and consumed by emerging technologies
  • Why brands like Amazon are using “dumb” bots for smart service
    Why brands like Amazon are using “dumb” bots for smart service Stewart Rogers, Analyst-at-Large, VentureBeat Sep 13 2018 5:00 pm UTC 60 mins
    Reportedly, 44% of Americans would rather scrub a toilet than call customer support. And heeding that cry for help back in 2016 or so, companies across the land stepped up to the plate, taking customer service from the phone to texting and messaging with AI-powered, NLP-reliant smart chatbots that could tell jokes, offer small talk, place taco orders, and more.

    Where those messenger bots fell down, though, was in actually understanding customer intent and delivering on-point customer service. So companies were left with frustrated customers who’d still rather get a root canal than talk on the phone, but left with a broken messenger-based solution that only made the experience worse.

    The answer: Make bots "dumber," to make customer service smarter. Simpler rules-based chatbots are easy to implement, easy to use, 99-percent effective web and mobile-based messenger apps that don't try to hold conversations — they just solve customer service issues, fast.

    To learn more about why companies like Amazon are dumping the NLP bots and going all-in on a new generation of rules-based chatbots, don’t miss this VB Live event!

    You’ll learn:
    * The difference between NLP and rules-based bots and why it matters
    * Why companies like Amazon are turning away from natural language processing-driven bots to rules-based bots
    * How to deliver mobile and web-based customer service that works, using the right bots.
    * How rules-based bots make the customer journey more effective

    * Abinash Tripathy, Co-Founder and Chief Strategy Officer, Helpshift
    * Stewart Rogers, Analyst-at-large, VentureBeat
    * Rachael Brownell, Moderator, VentureBeat

    More speakers coming soon!

    Sponsored by Helpshift
  • 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 Sep 18 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. 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