Hi [[ session.user.profile.firstName ]]

Customer Experience

  • Measuring Customer Satisfaction and Retention - A Retailer's Guide
    Measuring Customer Satisfaction and Retention - A Retailer's Guide
    Sankar Rajan, Senior Software Engineer, Aspire Systems Recorded: Feb 18 2019 7 mins
    This video will help retailers analyze their customers' shopping trends and create personalized offers based on their history of past purchases. Customer satisfaction and retention statistics will enable retailers to up-sell their products.

    Customers expect to be treated as valued individuals along their shopping journey. Retailers must focus on treating their customers’ right and showering them with personalized offers so that they walk out of the store satisfied. Satisfied customers tend to come back. Thus, this also improves Customer Retention. Watch the video to understand the Tableau dashboard to measure Customer Satisfaction and Retention.
  • Sign-Up 2019: Digital durchstarten.
    Sign-Up 2019: Digital durchstarten.
    Gregor Kolk (Business Development Lead, Adobe) & Ulrich Isenmeyer (Senior Business Development Manager, Adobe) Recorded: Feb 15 2019 61 mins
    Digitale Transformation und Wettbewerbsfähigkeit gehen für viele Unternehmen Hand in Hand – vor allem in Branchen wie dem Finanz- und Versicherungswesen, in denen Vertragsabschlüsse zentral sind, ist eine gute Customer Experience differenzierend.

    Die Grundlage dafür bilden oft die Geschäftsprozesse innerhalb eines Unternehmens. Denn wenn es intern schnell und reibungslos läuft, kann das nach außen weitergegeben werden.

    Im ersten Teil unserer Webinar-Serie „Sign-Up 2019“ verraten Ihnen Experten, wie Sie Ihre Geschäftsprozesse mit den richtigen Tools digitalisieren und die Weichen für das bestmögliche Kundenerlebnis stellen. Erfahren Sie mehr zu smartem Dokumentenhandling und E-Signaturen im Webinar:
    • Dokumente digitalisieren und Verarbeitungszeiten um bis zu 83% reduzieren.
    • Wichtige Prozesse erneuern und mittels KI automatisieren.
    • Mit digitalen Berührungspunkten mehr Komfort für Kunden schaffen.
  • Is a robot going to take my job?
    Is a robot going to take my job?
    Pritesh Modi, Technical Consultant, Eggplant Recorded: Feb 14 2019 27 mins
    In this webinar, we’ll explore some of the best fits for Robotic Process Automation and how you can use it to enhance efficiency and security in your organization. Don't worry, a robot will not be replacing you, just enhancing your abilities and productivity!

    Who should attend?
    • Line of business managers who would like to learn more about the opportunities presented by robotic process automation
    • Anyone working in testing who needs to understand how test automation technology can be applied to robotic process automation

    Why attend?
    • Learn about processes that are easy to implement with massive return for your line of business
    • Increase your skills to help your company and future-proof your career
  • Optimising the online customer journey
    Optimising the online customer journey
    BRC / Forgerock Recorded: Feb 13 2019 47 mins
    With our partners at ForgeRock, this webinar will explore how retailers can effectively manage their customers’ identities to optimise the online user journey. Gain an understanding of how and what information you are collecting about your customers online and how you can use this to boost customer loyalty and ultimately growth in your online sales.
  • 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 Recorded: Feb 12 2019 36 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 your onboarding according to your risk-based approach
    - The key features you can utilise to improve your UX
  • MultiCloud Deployment For Millions of Identities in Minutes
    MultiCloud Deployment For Millions of Identities in Minutes
    Warren Strange, Engineering Director and Jessica Morrison, VP Product Marketing Recorded: Feb 12 2019 59 mins
    Organizations are under pressure to quickly embrace DevOps and move workloads to the cloud in order to accelerate business growth. According to Gartner by 2020 75% of organizations will have deployed a multi-cloud or hybrid cloud. With this opportunity also comes significant challenges for identity teams including a lack of resources and skill-set to deploy identity across multiple cloud environments. This results in lengthy and expensive deployments. Without an identity platform that can support multi-cloud deployments, whether on AWS, Google, Microsoft Azure, etc. it is difficult for organizations to meet and scale with organizational and customer demand.

    Attend this webinar and live demo to learn how ForgeRock can help offer the fastest and most flexible multi-cloud deployment options by utilizing the power of Kubernetes technology.

    In this webinar with a live demo you will learn:
    •What multi-cloud environments organizations are using today for containerized IAM solutions and how they can meet your business needs

    •How to deploy simple, fast, and repeatable deployments across multiple clouds that avoid vendor lock-in by leveraging Docker and Kubernetes using the ForgeRock Identity Platform

    •What resources and tools are available to quickly get started on your deployment today
  • ‘Crawl, Walk, Run’ to Personalisation Success
    ‘Crawl, Walk, Run’ to Personalisation Success
    Eric Fullerton, Product Marketing Manager @ Acquia and Gemma Singleton, EMEA Digital Experience Consultant Recorded: Feb 12 2019 44 mins
    Personalisation requires technology, people, data, and strategy. Learn the steps you can take and technology you can leverage to deliver data-driven experiences to your customer, no matter where you are in your digital journey.
  • Predicting Risk in Retail
    Predicting Risk in Retail
    BRC & AON Recorded: Feb 12 2019 20 mins
    Unforeseen events such as terrorist attacks or sudden shifts in weather, can impact on sales and footfall. In the new digital age, the real question is what are retailers doing with this knowledge? How are retail businesses using data that is now readily available to better understand risk?

    We will analyse the impact of non-damage events on retailer's revenue and how the use of data can simplify the process of identifying and predicting risk.
  • Linking CX Metrics to Share of Wallet
    Linking CX Metrics to Share of Wallet
    Luke Williams Recorded: Feb 7 2019 25 mins
    Join NY Times Bestselling author, Luke Williams, and learn simple tricks about linking customer experience metrics to share of wallet. You'll learn:

    5 customer experience metrics you should be tracking: The traditional metrics we track are important, but we have to broaden our metric set to accommodate our new measurements and the financial metrics they predict.

    The progress and the problem with customer experience metrics: The customer experience movement has come a long, long way. We understand customers better than ever before, but we still struggle with linking data to predictable outcomes at scale.

    The discovery of the Wallet Allocation Rule and what it means: A simple mathematical discovery has unlocked the formulaic connection between traditional customer experience metrics and real financial outcomes with just simple adjustments to how we measure and think about customer experience.
  • Live Workshop: Hands-on with the Box Skills Kit
    Live Workshop: Hands-on with the Box Skills Kit
    Jonathan LeBlanc Director of Developer Advocacy Box, Mike Schwartz Senior Product Marketing Manager Box Recorded: Feb 7 2019 59 mins
    With Box Skills, any developer can become an AI developer.

    Join us for a virtual workshop to learn how you can use the Box Skills Kit - our new developer toolkit - to connect powerful AI technologies with Box in just a few lines of code.

    In this workshop, you'll learn:

    - The different types of AI technologies that can enhance content in Box
    - How to build a Box Skill in minutes
    - All the resources, tools and guides to help you build

    This is your chance to see how AI technologies like computer vision, speech-to-text, and natural language understanding can your content in Box and unlock new use cases for cloud content management.
  • 10 Ways to Win the Hearts and Minds  of more Customers
    10 Ways to Win the Hearts and Minds of more Customers
    Peter Strohkorb, Founder and CEO, Peter Strohkorb Consulting International Recorded: Feb 6 2019 58 mins
    Customers no longer want to be sold to. They want sellers that help them to make an informed decision. But how do business leaders go about moving their business and their people into this new era?
    This webinar by internationally acclaimed SMarketing Expert Peter Strohkorb will give you 10 Action Points that you can implement in your business immediately.
  • Brexit Webinar: Tech’s new frontier for cross-border trade
    Brexit Webinar: Tech’s new frontier for cross-border trade
    BRC, DP World London Gateway Recorded: Feb 5 2019 46 mins
    Every day billions of pounds worth of goods flows through the United Kingdom on time-critical journeys to distant places around the world. With Brexit looming and uncertainty still on the future scope of trade arrangements between the UK and EU, one thing is clear; technology will play a much bigger role in customs and logistics in the coming decades.

    Better integrating new technology into the supply chain will limit the time getting goods in and out of ports and other border entry and exit points and will provide a solution to some of the challenges around higher consumer demand for food and non-food products.

    This webinar, with our partners at DP World, will set out the new ways in which technology can help companies transiting goods from the EU and other countries and how to deal with the regulatory and customs challenges that exiting the EU will present from March.
  • Build for the future with voice search
    Build for the future with voice search
    Dustin Coates, Voice Search go-to-market lead at Algolia Recorded: Jan 31 2019 29 mins
    Speaking commands into actions isn’t a futuristic fantasy anymore - it’s the present. Voice as a user interface has arrived and it can elevate the search and discovery experience.

    Join Dustin Coates, Voice Search Go-to-Market Lead, to learn how voice search and its capacity to transform everyday, conversational speech into functional, relevant responses can redefine the way you interact with the world.

    In this session we will cover:

    Why your business should implement voice search
    - Where voice search is useful
    - What good voice search UX looks like
    - How relevancy differs between voice search and typed search
  • Transforming the Retail Employee Experience
    Transforming the Retail Employee Experience
    BRC / Kronos Recorded: Jan 31 2019 51 mins
    Exploring how retailers can effectively support their staff and maximise workforce productivity as the industry undergoes rapid transformation.

    Drawing on the wealth of workforce data collected by the BRC, our experts along with our partners at Kronos will offer insights and practical tips on how we can bring staff on board and embed positive employee experience as a key part of the change process.
  • Title: The Inside Scoop: Five Tips to Get the Workers You Want
    Title: The Inside Scoop: Five Tips to Get the Workers You Want
    Erica Martin, Senior Recruiter and Johnalynn Wood, Senior Recruiter Recorded: Jan 30 2019 54 mins
    Are you struggling to find the talent you need to help your business succeed? If so, you’re not alone. With unemployment at historically low rates, the competition for talent is intense and organizations are having a harder time attracting- and keeping- top workers. Today, employees have certain expectations from their employers and when their needs aren’t met at one organization, they look elsewhere. Our recruiters work with job seekers every day and understand what they need and want from prospective employers – and what ultimately gets them working.

    In this webinar, Senior Recruiters Erica Martin and Johnalynn Wood will give you insights into how you can stand out from the pack when hiring. We’ll go over:

    • Five tips to help build employer/employee relationships so you can better attract and retain talent
    • Examples of how companies we’ve worked with put these practices in action
    • How you can use mobile technology, like JobStack, to aid in recruiting and keeping your top workers
  • The Real State of Digital Business for 2019
    The Real State of Digital Business for 2019
    Seth Earley, CEO, Earley Information Science & Jennifer St. Hill, COO, Earley Information Science Recorded: Jan 30 2019 32 mins
    How far along are we when it comes to digital transformation? EIS set out to discover the answer by launching an industry-wide ‘State of Digital Business’ Survey which asked respondents to share their data readiness, planned digital projects, future goals, and more.

    This month, we’re ready to share these results with you. Join Seth Earley, Founder and CEO, Earley Information Science, and Jennifer St. Hill, COO, as they present results from our December 2018 ‘State of Digital Transformation Survey.’

    You will learn:

    **The trends your peers are experiencing that are driving digital business initiatives within your organization.
    **The challenges your peers are facing when implementing a digital business strategy, as well as the tactics they’re using to overcome those challenges.
    **Common (and not so common) digital business initiatives that are underway within your peer companies.

    We hope you'll join us on January 30th at 1:00PM ET to find out "The Real State of Digital Business for 2019."
  • Get and keep customers with killer AI-driven UX design
    Get and keep customers with killer AI-driven UX design
    VentureBeat Recorded: Jan 29 2019 61 mins
    User experience is swiftly overtaking price as the most important competitive differentiator. That means wowing your customers at every point of interaction and engagement. And lately, new approaches fueled by AI and significant data produced by cross-platform experiences are putting UX under a new kind of microscope and helping to drive positive results. When harnessed correctly, AI really just means ultimate personalization. And this can reward you with loyalty, affinity, and word of mouth.

    User experience design (UX) isn’t a guessing game anymore. Artificial intelligence is your superpower, and machine learning your secret weapon. AI helps you personalize the customer journey at every step dynamically, crafting unique, individual experiences that learn along the way, making them more relevant, more engaging, and more delightful.

    To learn more about why AI should be the foundation of all your user experience design, and where to start, don’t miss this VB Live event!

    Register here for free.

    Attend this webinar and learn about:
    * How AI supercharges the relevancy, elegance, and engagement of modern design.
    * The ways well-known brands are creating intuitive apps with powerful UX supported by AI
    * The relationship between effective design and a strong ROI
    * Real-world successes and failures in AI-driven design

    Speakers:
    * Steph Hay, VP, Conversational AI Design & Integrated Experiences, Capital One
    * David Parmenter, Director of Engineering & Data, Adobe Document Cloud
  • What is ServiceNow: Your Primer to Kick-Start Your ServiceNow Transformation
    What is ServiceNow: Your Primer to Kick-Start Your ServiceNow Transformation
    Carleen Carter, John Beasley, Johnny Walker Recorded: Jan 29 2019 56 mins
    Just getting started with ServiceNow? Whether you're about to implement the platform or still in the midst of researching, this webinar will introduce you to the innovative platform, what it's made up of, and how to get started on your ServiceNow journey.

    Learn how to build your roadmap, staff projects, plus find out tips for success, from Organization Change Management (OCM) to governance, and rolling ServiceNow out to your company.
  • Designing a better P&C customer experience with a connected digital ecosystem
    Designing a better P&C customer experience with a connected digital ecosystem
    Debasis Mishra, Pacific Specialty | Jim Curtin, Cognizant & Fil Firmani, Duck Creek Recorded: Jan 29 2019 30 mins
    See how Pacific Specialty provides a superior customer experience to multiple market segments and business channels while having more control over User Interfaces with Duck Creek's Anywhere APIs
  • Beyond Functional Testing – three new releases that will transform your testing
    Beyond Functional Testing – three new releases that will transform your testing
    Dr. Gareth Smith, Chris Howard, Pamela Gillaspie Recorded: Jan 29 2019 24 mins
    While it’s critical to know the extent to which an application meets functional requirements, there is more to software testing than answering the question ‘does it work?'.

    You also need to know if it scales (performance testing) and if the user experience will be acceptable (usability testing). Ultimately, you need to establish that it will deliver the required business value.

    Until now, these extra steps have added layers of complexity in terms of timing, cost and expertise. As a result, they can introduce delays or get overlooked completely.

    In this webinar, we will show you how to:
    • Automate performance testing and usability testing
    • Seamlessly integrate them with functional testing, including using your functional test models to drive performance tests.

    The result: faster release cycles, less duplicated effort, and better software.

    We will also show you how to test enterprise-scale software systems more easily, with submodels allowing you to break down a large, complex system model in a way that makes it far easier to manage.
  • Untying the Festive Season
    Untying the Festive Season
    BRC & QLIK Recorded: Jan 29 2019 33 mins
    The holiday period is a significant time for retailers, with sales anticipated to dramatically increase during what is typically a peak selling season. This webinar will provide a recap looking at how the retail industry fared over Black Friday and Christmas.

    With our partners at Qlik, we will be using bespoke data and visualisations to walk you through the highs, the lows and key lessons from this year’s festive season.
  • Winning through business agility and automation in P&C insurance
    Winning through business agility and automation in P&C insurance
    Jeff To, Global Head of Insurance for Salesforce | Willy Fox, VP of Solutions at Duck Creek Recorded: Jan 28 2019 29 mins
    Today's P&C carriers can leverage the world-class CRM of Salesforce while taking advantage of Duck Creek's legendary P&C insurance workflow processes, configuration tools, data, content and the insurtech ecosystem .
  • CRM In practice at Accounting firm Shaw Gibbs
    CRM In practice at Accounting firm Shaw Gibbs
    Fran Kidd, Business Development & Marketing Manager Recorded: Jan 28 2019 6 mins
    Hear about how this leading accountancy firm chose Workbooks, the integration between Workbooks and CCH, how they can now quickly report on sales and marketing activities to make informed decisions and ensure they focus on activities that win business.
  • The most important cloud security trends in 2019
    The most important cloud security trends in 2019
    Nutanix Recorded: Jan 24 2019 58 mins
    By 2020, 90 percent of businesses will have moved to a hybrid cloud infrastructure, seizing both the competitive advantages of digital evolution -- and the economic and strategic benefits of maintaining legacy applications on premises. But once your data moves outside your private architecture, you're facing a new world of potential attacks and security breaches that your current security practices just can't match.

    Just for starters, not only will you need to implement effective RBAC to lower risk of unauthorized access and enforce mandatory multi-factor authentication, you'll also have to tap into the power of automation to validate security compliance baselines, detect unauthorized cloud config changes, and power self-healing infrastructure. Additionally, application-centric security is a must, with real-time visibility into application dependencies and performance metrics, plus an automatic micro-segmented security policy enforcement, and more.

    To learn more about the advantages of hybrid cloud architectures, where your security needs shoring up, and how to best protect your enterprise and data with automated and application-centric security practices, don't miss this VB Live event!

    Register for free now.

    You'll learn:
    *Why you need a single, fully tested, security-first infrastructure platform
    *How to converge storage, computing, and networking
    *A full understanding of security best practices
    *How to protect against data breaches, unauthorized access, and other threats in a multi-cloud world

    Speakers:
    Mike Wronski, Principal Marketing Manager, Nutanix
    Niel Ashworth, Security Solutions Architect, Nutanix
    Demetrius Comes, VP of Engineering, GoDaddy

    Sponsored by Nutanix
  • Innovate your WFM: How to Improve Contact Center Forecasting and Scheduling
    Innovate your WFM: How to Improve Contact Center Forecasting and Scheduling
    Vicki Herrell, SWPP; Ric Kosiba, Genesys; Steve Kosiba, Genesys; Erica Marois, ICMI (moderator) Recorded: Jan 23 2019 60 mins
    When asked to share their most daunting challenges, contact center leaders in the ICMI community listed hiring, scheduling, and long-term planning at the top of the list. Can you relate?

    Join this webinar to learn how you can improve the building blocks of WFM, scheduling and long and short-term forecasting, using machine learning and cloud computing. These new processes improve accuracy and dramatically improve solve times, hinting at a new class of contact center WFM analytics, which will improve WFM efficiency and agent engagement.

    If you're ready to transform your planning and scheduling process, you don't want to miss this complimentary webinar in partnership with Genesys and The Society for Workforce Planning Professionals (SWPP).

    During this webinar, you will learn:
    - What's next for contact center WFM, from spreadsheets to AI and everything in between
    - Innovative scheduling techniques that can boost agent engagement and productivity
    - How to reduce staffing costs without sacrificing quality
    - How to improve long-range contact center forecasting

    Join us for an interactive and informative hour, complete with practical tips and a live audience Q&A.
  • The Growing Momentum of Machine Translation in Life Sciences
    The Growing Momentum of Machine Translation in Life Sciences
    Kaarin Gordon, SVP Global Life Sciences, SDL & Kirti Vashee, Language Technology Evangelist, SDL Feb 20 2019 4:00 pm UTC 60 mins
    With high information sensitivity and complexity, the Life Sciences industry feels the impact of the content explosion and other driving forces that compel the use of machine translation (MT) and machine learning (ML) technologies.

    The quality of MT output has improved significantly, impacting translation work and use cases in Life Sciences. Neural MT (NMT) drastically changes the paradigm for what can be accomplished.

    Join SDL thought leaders for an informative webinar on the MT potential in Life Sciences, covering these topics and more:

    • The digital explosion and the impact on Life Sciences.
    • MT evolution and the AI/NMT revolution in drug development processes.
    • Key criteria and MT use cases in emerging biopharma.

    Register today to learn better ways to manage your Life Sciences content and translation using MT and ML.
  • 3 Ways to Tell Your CX Program Needs an Update
    3 Ways to Tell Your CX Program Needs an Update
    Luke Williams, Head of CX Strategy @ Qualtrics & Troy Powell, VP of Customer Solutions @ Walker Feb 20 2019 6:00 pm UTC 58 mins
    One of the main reasons customer experience (CX) programs fail is because they were not designed with change and innovation in mind. In order for your CX program to successfully drive new value, periodically upgrading your program is essential.

    In this webinar, Luke Williams (Qualtrics) and special guest Dr. Troy Powell (Walker's VP of Customer Solutions) share their tips and tricks on bringing evolution to the CX Management lifecycle.

    What you'll learn from this webinar:
    * How to tell when your CX program needs an update
    * General frameworks you can use to execute your upgrade
    * Common obstacles you'll face on the road to a more effective CX program
  • Where Are You on the Path to Omnichannel? Learn How to Move Forward
    Where Are You on the Path to Omnichannel? Learn How to Move Forward
    Scott Sachs (ICMI Business Associate); Abby Monaco (NICE Nexidia); Erica Marois (Moderator) Feb 20 2019 7:00 pm UTC 60 mins
    The word omnichannel has dominated both contact center and marketing conversations for many years now. But according to ICMI research, less than one-third of contact centers in this community consider themselves truly omnichannel. Making the most of existing contact channels, customer data, and analytics can feel daunting. Taking it all to the next level? Even more so.

    If you know your contact center needs to evolve, but you're not sure how to take the next step, this is the webinar for you! No matter where you currently are on the path to omnichannel, we'll break down the complexity, dispel common myths, and help you prepare for the future.

    During this webinar, you will learn:
    - How to apply ICMI’s three-phase approach to moving from multichannel to omnichannel
    - What's next for journey mapping and customer analytics
    - How omnichannel service is transforming the future of the contact center—and what you need to know to stay ahead of the trends

    Join us for an interactive and informative hour, filled with practical tips, and complete with live audience Q&A.
  • SDL Machine Translation 2019: What’s New, What’s Ahead
    SDL Machine Translation 2019: What’s New, What’s Ahead
    Arnaud Simon, Product Manager, SDL ETS, Quinn Lam, Sr Product Manager, SDL MT Feb 21 2019 4:00 pm UTC 60 mins
    See what’s new and what’s ahead for SDL Machine Translation both on-premises (SDL Enterprise Translation Server) and on-cloud (SDL BeGlobal).

    Join our webinar for a lively discussion and to learn more about:

    • Lowering TCO through Hardware Optimization
    • Deployment flexibility with Edge-Cloud
    • New adaptability features for upcoming release
  • Why AI? A Case Study With ADP
    Why AI? A Case Study With ADP
    Seth Earley, CEO, Earley Information Science & Enid Martinez, Senior Director of Engineering and Automation, ADP Feb 21 2019 6:00 pm UTC 60 mins
    ADP shares their successes in harnessing AI to drive engagement and information sharing with customers.

    The age of customer-driven, Artificial Intelligence (AI)-powered enterprises is here, and B2B/B2C companies are beginning to harness its value. Yet, while many companies are considering AI initiatives, few are provided with a clear roadmap and best practices to evaluate, develop, implement, and measure the impact of their efforts.

    Join Seth Earley, Founder and CEO, Earley Information Science and special guest Enid Martinez, Senior Director of Engineering and Automation, ADP, for "Why AI? A Case Study with ADP."

    Topics they will cover include:

    **The business drivers considered when evaluating AI for ADP
    **Best practices in building the initial project plan
    **Tips to overcome roadblocks and pitfalls to avoid
    **Lessons learned when implementing a large-scale AI initiative
  • Driving Quality Assurance:  Clients buy outcomes and results!
    Driving Quality Assurance: Clients buy outcomes and results!
    Roger Lee, Director Customer Success, Gridspace Feb 21 2019 7:00 pm UTC 60 mins
    Ring in 2019 … Join us for a discussion on how machine learning analytics drives quality assurance.

    Here are a few interesting statistics from a study by Siegel and Gale entitled “Simplified CX is Worth $86B. Are You Getting Your Share?”

    *64% of consumers will pay more for simpler experiences
    *61% of consumers are more likely to recommend a brand because it’s simpler to use

    Imagine having machine learning to process and interpret large volumes of data, especially all of your calls -- which drive action through decisions and predictions … on a scale and speed of data consumption that we as humans can’t match. Machine learning is dynamic. It learns and becomes “smarter” the more data it processes.

    Forget the debate on statistically significant sample size, and begin to analyze the total population of calls with machine learning. This will better drive targeted action for coaching, developing staff, and identifying broken processes. Machine learning helps us understand “what was said” as well as considering “tone” and “sentiment” (or emotions), all while helping with compliance, security, regulations, etc., and allowing you to focus on the customer experience.

    During this webcast, Roger Lee, Director Customer Success for Gridspace, will share his thoughts on how we as contact center leaders, process improvement experts, and quality monitoring gurus can use machine learning speech analytics to improve both the customer and employee experience.

    He will provide action-oriented tips to streamline your quality monitoring program:

    1. Why now?
    2. Why automate and how?
    3. How to utilize the analyses from analytics-driven QA for both contact center and enterprise.
  • Achieve Global Marketing Excellence with a Digital Factory
    Achieve Global Marketing Excellence with a Digital Factory
    Lynne Capozzi, CMO @ Acquia, Geneviève Gourichon, Digital Project Manager @ Solvay, Sebastien Debon, Director @ Mirum Feb 25 2019 10:00 am UTC 52 mins
    In this digital-first world, organisations must be customer-first.

    No matter the brand or enterprise, the new rules require you to engage individuals and deliver personalised experiences at every point in the customer journey.

    The complexity is only growing as CMOs, customer experience (CX) pros and tech leaders grapple with digital sprawl – wrestling with greater marketing demands, higher customer expectations, and rising complexity across martech, data and touchpoints.

    Join this webinar to learn more about achieving global marketing excellence with a digital factory.
  • Inside HR Trends in 2019: Transform Your HR Service Delivery with ServiceNow
    Inside HR Trends in 2019: Transform Your HR Service Delivery with ServiceNow
    John Huckle, Josh Scott, Stacey Prezel, Bradford Shelley, Meghan Lockwood Feb 26 2019 6:00 pm UTC 60 mins
    Learn what trends HR leaders are talking about in 2019 with results from Business Forward's Annual HR Leadership Survey - then be a pioneer of those strategic initiative trends.

    Business Forward and Acorio executives will walk you through going beyond the "imagination" and show you how to make real changes with the power of ServiceNow's HR Service Delivery platform.
  • Are the Bots Coming for Your Market Research Job?
    Are the Bots Coming for Your Market Research Job?
    Justin Ethington, Thought Leadership Market Research @ Qualtrics Feb 26 2019 6:00 pm UTC 25 mins
    At Qualtrics, we noticed slim search results on how AI is beginning to affect market researchers, so we asked 250 research decision makers how they believe AI will impact the industry. Do they think machine learning in market research means that humans with knowledge are no longer useful, or will better tools accelerate the industry?

    What You Will Learn From This Webinar:

    * Which tasks are most and least likely to be absorbed by AI
    * Which job functions are most and least likely to be absorbed by AI
    * The outlook that market research professionals have regarding AI and its impact on the industry
    * Projections of how the industry will change as a result of machine learning
  • Optimize Contact Centre Performance: Monitor > Troubleshoot > Analyze
    Optimize Contact Centre Performance: Monitor > Troubleshoot > Analyze
    Alex Bahar, Senior Solutions Engineer Feb 27 2019 2:00 am UTC 45 mins
    The Contact Center is the frontline to your customers - get this experience wrong and the consequences can be substantial - loss of revenue, brand damage, customer churn. Join this session to learn how you can optimize the performance of your contact center, we will cover:

    - From PSTN to CC inbound call monitoring & testing
    - Monitoring the infrastructure performance and availability of Avaya & Cisco UCC
    - Monitoring & quickly troubleshooting the call quality
    - Long term analytics reporting for the performance, quality and availability of your CC
  • What Service and Support Managers Should Know About AI
    What Service and Support Managers Should Know About AI
    Stephen Mann, ITSM.tools; Roy Atkinson, HDI; Dr. Akhil Sahai, Symphony SummitAI Feb 27 2019 6:00 pm UTC 60 mins
    Articles, headlines, blogs, and presentations about AI are everywhere, most being either apocalyptic (we’ll all lose our jobs) or utopian (we won’t have to work) about how AI will affect the near future. In this webinar, industry analysts Stephen Mann and Roy Atkinson and AI expert Dr. Akhil Sahai will speak directly to service and support managers about how AI is being integrated into service management software, and how that integration has a direct bearing on how service management and support can and will be done in the near future.

    The webinar will feature a panel discussion followed by time for attendee Q&A.

    What You Will Learn:

    In this webinar, we will discuss:
    - What AI is and is not
    - How AI is being built into service management tools
    - How next-generation tools will affect the day-to-day operations of service and support

    Who Should Attend:
    - Service desk/support center directors, managers, supervisors, and team leads
    - ITSM professionals responsible for workflows and processes
    - Support organization leaders
  • SDL WorldServer Q1 Quarterly Showcase 2019
    SDL WorldServer Q1 Quarterly Showcase 2019
    Ray Hopley, Product Management Director for SDL WorldServer Feb 28 2019 4:00 pm UTC 60 mins
    Stay up-to-date with the latest in SDL WorldServer! Join Ray Hopley, for the first SDL WorldServer Showcase in 2019. In this quarterly showcase webinar, we’ll have a live discussion on teminology lifecycle management.

    Come learn more about:

    - Termbase creation and management
    - Term validation – automated & manual
    - Terminology in the Translation workflow

    I'll be joined by my colleagues Snezana Ivanovic and Bart Maczynski from our Presales team to provide real life examples.
  • Digital First Strategy: Modernize your legacy integration platform
    Digital First Strategy: Modernize your legacy integration platform
    Hariharan Ganesh - Head of Enterprise Integration, Aspire Systems Feb 28 2019 5:00 pm UTC 60 mins
    Does your traditional middleware platform hold back your enterprises’ digital goals? Well, you can’t blame it as it wasn’t really built to support today’s hybrid IT environment. To survive in the fast-paced data-driven economy, businesses should modernize their integration platform to be fast, flexible and cost-effective for delivering seamless customer experience, improving collaboration and innovation.

    In this webinar, we will help to prepare a digital strategy that would drive a systematic path of modernizing your integrations as API driven.

    • Digital Transformation - a journey to a new world
    • Why connected business is the core to digital journey
    • Role of API integration in digital transformation
    • Strategy to move from legacy to modern API world
    • Cloud integration platform for digital API integration
  • Building an Intelligent Self-Service Journey Map
    Building an Intelligent Self-Service Journey Map
    David James, Director, Product Marketing, Coveo Feb 28 2019 7:00 pm UTC 45 mins
    The customer community. Product information pages. Your website. The support site. How many different places do your customers visit when they are self-serving?

    Your customers are using multiple channels to find the information they need as part of one continuous self-service journey—and it’s time to approach your self-service strategy the same way. With so many touchpoints in different channels in the customer service journey, support leaders are faced with a unique challenge to unify the interactions and data in their self-service strategy to meet the demand for relevant and effortless experiences.

    An intelligent self-service strategy outlines every touchpoint of the support journey and the experience it should deliver, based on the customer’s context and intent. In this session you’ll learn how to build a self-service journey map that will help you outline:

    - A process to create and reuse support knowledge and content in the flow of work and self-service.
    - A map of your support touchpoints and how they should leverage the context, information, and behavior other touchpoints are capturing in order to deliver relevant and consistent experiences.
    - Which metrics and KPIs you need to track for each channel to measure success and create a continuous cycle of improvement.
  • How Meaningful Shopper Relationships Power Retail Success
    How Meaningful Shopper Relationships Power Retail Success
    Jamie Merrick, Director of Industry Strategies & Insights. Guy Elliott, SVP& Industry Lead for Retail EMEA & APAC Mar 5 2019 3:00 pm UTC 55 mins
    Today’s consumer expectations are upending the industry’s approach to retail, and brands must evolve quickly to avoid irrelevance. To help you navigate this shifting landscape, SapientRazorfish and Salesforce have joined forces to reveal new patterns in shopping behavior and new opportunities for retailers like you. This study is based on the activity of more than 300 million online shoppers, 6,000 consumer survey responses from shoppers in six countries, and dozens of interviews with retail experts.
  • Let's Talk Cybersecurity
    Let's Talk Cybersecurity
    Scott Abel, Tonie Flores, M.K. Palmore, and Keyaan Williams Mar 12 2019 5:00 pm UTC 60 mins
    All systems have weaknesses – places where a determined attacker has the potential to breach security and either disrupt your organization or steal your data. Defending your organization and its digital assets starts with understanding your vulnerabilities. Therefore, cybersecurity planning must begin with a solid understanding of the places where your systems, processes, and staff are vulnerable to attack.

    The single weakest part of any system is the people who use it. People are vulnerable to a wide range of exploits, including social engineering attacks such as phishing, which attempt to fool people into revealing passwords or other sensitive information, to insider threats, where employees take advantage of their position to breach security. Phishing remains the number one intrusion vector for threat actors.

    Cyberattacks can come from software, hardware, and people. Business professionals must defend against attacks from all of these sources. Although it may seem out of your control, you are not helpless against cyberattacks. There are things you can do to help protect your digital assets.

    Join Scott Abel, The Content Wrangler, for a discussion about cybersecurity with Toni Flores, editor of “The Language of Cybersecurity," M.K. Palmore, Senior Federal Law Enforcement Executive for the FBI, and cyberdefense specialist, Keyaan Williams of Cyber Leadership and Strategy Solutions, LLC. We’ll discuss the current state of cyber warfare and help you understand a variety of vulnerabilities, exploits, defenses and controls.
  • Predicting churn and case management
    Predicting churn and case management
    Luke Williams, Head of CX Strategy @ Qualtrics Mar 12 2019 5:00 pm UTC 44 mins
    How well do you understand customers leaving your organization or what could have been done to successfully encourage them to stay? Organizations need the tools to gather customer data, identify red flags in customer behavior, and take action to prevent customer attrition, or churn.

    Join us as Luke Williams, Head of CX Strategy, shares how to anticipate customer needs, predict customer churn, and determine the actions you can take to improve retention. Learn methods to build effective predictive models and how to implement automated systems to personally engage with your most-valued customers at scale.

    What you'll learn from this webinar:

    * How to predict customer churn using key metrics
    * How to respond to drivers of churn to retain more customers
    * Strategies to help improve the impact of your CX program
  • Enabling Your Agents in the Age of the Customer
    Enabling Your Agents in the Age of the Customer
    Noel Roberts, CTO and VP of Marketing, Aria Solutions Mar 12 2019 6:00 pm UTC 60 mins
    The world of customer experience is continuously evolving. It is common knowledge that you must offer your customers one-on-one interactions that stand out among the rest, but do your agents have what they need to be successful?

    Join us for this interactive discussion in which Aria will share how world-class organizations are focusing on enabling their agents and giving their front-line the tools they need to win at each customer interaction. Learn how you can do this too!
  • Planning for a DITA Implementation
    Planning for a DITA Implementation
    Stephani Clark, Head of Customer Success Mar 19 2019 5:00 pm UTC 60 mins
    It’s pretty easy for many organizations to recognize the benefits of moving their content into DITA. However, once you’ve decided to make the move to DITA and selected a tool for authoring and content management, you’ve only gotten past the first hurdle. Now you have a DITA implementation to plan. A well-planned implementation can result in significant savings, in costs, resources, productivity, and stress!

    Join Paul Perrotta, The Technical Communication Wrangler, and his special guest, Stephani Clark, Head of Customer Success at Jorsek LLC, for this free, one-hour webinar. Stephani will outline the major aspects of a DITA implementation and what you should plan for when embarking on a DITA implementation.
     
    In this session, you will learn how to build a timeline, plan, and budget for your implementation, focusing on:

    1) Information architecture
    2) Content strategy
    3) Content conversion
    4) Development of published outputs
    5) Training requirements
    6) Expectation and resource management

    ABOUT STEPHANI CLARK

    Stephani Clark is Head of Customer Success at Jorsek, the makers of easyDITA. She works to train and assist users of easyDITA’s software. Stephani is experienced in planning and overseeing DITA implementations and constantly works to identify ways to improve the customer experience.

    Before she worked for easyDITA, Stephani spent over ten years working in the energy efficiency industry. During that time, she worked in sales management, operations, and project management. Stephani also developed the company’s training program and served as their National Training Administrator.

    Stephani lives in Rochester, NY with her husband and three-year old son. Stephani enjoys spending time with her family, cooking, reading, traveling, and organizing anything and everything.
  • Driving Value From Digital Transformation
    Driving Value From Digital Transformation
    Ian Matthews, NGDATA and Richard Holland, London Borough of Waltham Forest Mar 20 2019 3:00 pm UTC 60 mins
    Applying Technology and Best Practices to Drive
    Meaningful Outcomes for Customers, Residents and Staff

    We are now in the Digital Economy, and that means needing the most accessible and actionable customer data. Today’s consumers demand a unified, omni-channel experience provided by everyone they engage with, from their banks to local government. But, it’s impossible for organisations to create this when their data exists in silos. To create that seamless, connected customer experience, you need unified data – and to be able to take action on that data to give meaningful outcomes for your customers.

    Join Ian Matthews, Data Evangelist at NGDATA, and special guest, Richard Holland, Assistant Director Technology Innovation at London Borough of Waltham Forest, for a dynamic and informative webinar on using big data and analytics to support digital transformation.
  • How to Avoid Unexpected Leaks in Your Market Research Budget
    How to Avoid Unexpected Leaks in Your Market Research Budget
    Justin Ethington, Thought Leadership Market Research @ Qualtrics Mar 20 2019 5:00 pm UTC 21 mins
    Learn to anticipate and minimize the unexpected costs of market research. We’ll address some costs you can expect, some costs you probably don’t expect, and we’ll identify cost-saving actions you can take to make your market research budget plan.

    What you will learn from this webinar:
    * How to anticipate and minimize the unexpected costs of market research
    * How to address some costs you can expect and some costs you probably don’t expect
    * How to identify cost-saving actions you can take to make your market research budget plan
  • Essential SaaS benchmarks for a competitive advantage
    Essential SaaS benchmarks for a competitive advantage
    Recurly Mar 21 2019 5:00 pm UTC 60 mins
    The competition is coming. By 2020, eighty percent of SaaS players will move to a subscription-based model, which means your success strategies have to evolve — and that includes the all-important fundamental: how your subscriptions are structured.

    Your subscription pricing and plan structure have a profound impact on subscriber acquisition and retention, and once you nail the formula, you'll see revenue increase. Do you choose an annual or monthly plan? Offer a trial or discounts?

    This is where a test plan is critical. Combined with benchmark data, you can test and iterate your way to the right pricing and plan structure. And when important decisions are backed by comprehensive benchmark data, you’re far more likely to see an increase in adoption and revenue.

    Join this VB Live event to discover essential SaaS benchmarks and best practices to maximize revenue, improve acquisition, and spur adoption.

    Registration is free!

    Attendees will learn:

    Important SaaS benchmarks by industry segment
    *How to structure your SaaS subscription plans and pricing to maximize revenue and retention
    *How successful SaaS companies use a test, learn and iterate framework to optimize revenue
    *The key metrics — and reports — to monitor for success and maximum LTV
    *The results of an in-depth case study on SaaS testing and pricing

    Speakers:
    *Panelist: Emma Clark, Chief of Staff, Recurly
    *Moderator/Analyst: Sean Joyce, Recurring Revenue Technologies, Navint
  • 10 Ways to Win the Hearts and Minds of more Customers
    10 Ways to Win the Hearts and Minds of more Customers
    Peter Strohkorb, Founder and CEO, Peter Strohkorb Consulting International Mar 21 2019 11:00 pm UTC 57 mins
    Customers no longer want to be sold to. They now want sellers that help them to make an informed decision. But how do business leaders go about moving their business and their people into this new era?
    This webinar by internationally acclaimed SMarketing Expert Peter Strohkorb will give you 10 Action Points that you can implement in your business immediately.
  • Fourth Dimension of DevOps – Orchestration and Feedback Loop
    Fourth Dimension of DevOps – Orchestration and Feedback Loop
    Sridhar Prabhakar – Sr. Software Engineering Consultant, Althaf Ali - DevOps Solutions Architect Mar 26 2019 5:00 pm UTC 60 mins
    In grand finale of the webinar series ‘4 dimensions of DevOps’, we will conclude by discussing the importance of the fourth and final dimension – Orchestration and Feedback Loop. We would also offer the viewers a sneak peek into our DevOps Template rule engine that has the ideologies embedded. These are the DevOps essentials that we follow in our projects to help us streamline the DevOps Pipeline and deliver high ROI to our customers.

    In a nutshell, this session will offer the following takeaways:

    1. Introduction to the fourth dimension – orchestration and feedback loop.

    2. Why is it important and How does it affects the parameters of a developers requirement?

    3. How Aspire's inference engine applies rules to arrive at a template for a given DevOps project.

    4. Benefits of using this approach to help you make decisions faster and build products that meet your customer needs.
  • Best Practices for Research Sample
    Best Practices for Research Sample
    Aleksandra Polovina, Head of Brand Research @ Qualtrics Mar 28 2019 5:00 pm UTC 41 mins
    It’s easier than ever to reach people, but are you reaching the right people? Join us as Aleksandra Polovina discusses what research sample is, how it is sourced, and why it is so important. Also learn best practices for optimizing your survey experience, incentives, and sampling.

    What you will learn from this Webinar
    * What is research sample and how is it sourced?
    * Best practices for data quality, including sourcing, incentives, and survey flow
    * Overcoming sampling pitfalls for brand trackers
    * Your 3 options for sourcing respondents