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Customer Experience

  • Survey Says: It’s Time to Reimagine Quality Management!
    Survey Says: It’s Time to Reimagine Quality Management!
    Fancy Mills (ICMI); Lauren Maschio (NICE Nexidia); Erica Marois (Moderator) Recorded: Apr 24 2019 62 mins
    According to new ICMI research, only 16% of contact center leaders strongly agreed that their QA program was setting them up for success. Are you part of the 84% that aren’t completely sold on your QA program? If so, mark your calendar! Join us on April 24 to get an exclusive first look at the soon-to-be-released results from our recent quality management and analytics study. Whether you’re looking to benchmark your current practices against your peers, or seeking ways to refine your approach to analytics and quality management, you don’t want to miss this!

    During this webinar, you will learn:
    - What ICMI’s research reveals about the current state of quality management and analytics in the contact center
    - How contact center leaders feel about the impact and influence of quality management on their organizations
    - How you can leverage predictive analytics to take your quality to the next level

    Join us for an interactive and informative hour, complete with live audience Q&A.
  • Emerging Threats in Your Call Center- Chatbots, Synthetic Voice and Leaky IVRs
    Emerging Threats in Your Call Center- Chatbots, Synthetic Voice and Leaky IVRs
    Elie Khoury, Principal Research Scientist and Manager, Ph.D Recorded: Apr 24 2019 20 mins
    AI presents exciting but uncharted territory. And as AI forges its way into organizations’ voice interface, like any disruptive technology, benefits for your organization exist alongside new opportunities for criminals to use this technology against you and your customer:.

    This webinar will explore potential pitfalls to your voice channels such as :

    - Synthetic voice -- the arrival of synthetic voice introduces a whole new realm of fraud possibilities and ethical debates
    - Chatbots and the new hacks fraudsters use to attack this channel
    - The leaky IVR and the newest brute force attack trends you may be overlooking
  • Make Support Personal: Inject Relevance Into Every Interaction
    Make Support Personal: Inject Relevance Into Every Interaction
    John Ragsdale, Distinguished Research VP, Service Technology at TSIA & Jennifer MacIntosh, VP Customer Experience at Coveo Recorded: Apr 24 2019 32 mins
    As your business scales, manually tracking, updating, and surfacing the right knowledge to your customers in a personalized, relevant manner quickly becomes unmanageable. This can lead to inconsistent and unreliable experiences for your customers and places unnecessary burdens on your support staff. Smarter, automated, and more scalable user experiences are necessary to get ahead.

    Join TSIA and Coveo for this 45-minute, prescriptive webinar that will reveal how to inject relevance into your support experiences at every customer interaction. We’ll demonstrate how companies are using AI-powered search and insights to leverage the intent and information behind every touch point of the customer journey to drive contextual, personalized, proactive experiences that result in:

    -Improved self-service success and case deflection.
    -Coherent and unified interactions across all support channels.
    -Better content strategy and user experience decisions based on data.

    You’ll also get a peek at the AI-powered support strategies that pacesetter companies like Salesforce, VMware, and Informatica are using to achieve relevance at every touchpoint.
  • Mobile Unlock Journey
    Mobile Unlock Journey
    Hannu Verkasalo, CEO, Verto | Vinayak Nair, VP Research Ops and Custom Analytics, Verto | Greg Wester, CMO of Mobile Posse Recorded: Apr 24 2019 60 mins
    What happens after a Smartphone is unlocked? By default, an app is relaunched. Do some apps get relaunched more than others? What are the apps that best capture a user’s attention when launched by unlock? How effective are push notifications? How does being the first app seen after unlock matter considering today’s casual media consumption behavioral trends?

    In this 60 minute live webinar, Verto will use its proprietary single-source panel to provide an in-depth analysis on the mobile unlock journey and showcase metrics and analytics that help understand the impact of the first app seen after unlock. Additionally, we will get insight from one of the leading apps when it comes to user engagement after unlock.
  • Aligning your Marketing Tools for Better Digital Experiences
    Aligning your Marketing Tools for Better Digital Experiences
    Marc Vieleers, CEO, EXLRT and Arjen van den Akker, Product Marketing Director, SDL Recorded: Apr 24 2019 57 mins
    Meeting customer expectations is tough, especially when your systems and processes aren’t properly aligned to create joined up customer journeys.

    How do you deliver a relevant digital experience for your customers, while retaining authenticity as a brand? Which marketing systems do you need to adopt to make it a reality?

    In our webinar we will explore:

    - Examples of great and poor contextual experiences and what makes them so
    - Why you need to focus on both data and content
    - The Turkish Airlines case: the results of cleverly combining data and content
    - Requirements for interoperability between your various marketing systems, and in particular your Content Management System (CMS)
    - The future of digital experiences.
  • Episode 1 – Bank and Chill – Redefine Customer Segmentation with AI
    Episode 1 – Bank and Chill – Redefine Customer Segmentation with AI
    Anand Subramaniam, Principal Architect AI & ML Practice, Aspire Systems & Anusha Natrajan, Research Analyst, Aspire Systems Recorded: Apr 24 2019 30 mins
    Aspire Systems Original Series - Banking in the Age of Siri

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

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

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

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

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

    Tune in on April 24th, 2019 at 10:00 am CST to uncover all the tricks of the trade! Register Now!
  • 7 Tips for Getting Knowledge Management Right for Self-Service
    7 Tips for Getting Knowledge Management Right for Self-Service
    Stephen Mann Recorded: Apr 24 2019 53 mins
    Nearly all organizations know the opportunities and benefits of effective knowledge management, yet many still struggle to achieve long-term ROI. Knowledge management initiatives can be difficult, and your organization may be facing numerous challenges when it comes to people, processes, technology, and the overall culture in your organization. To help you, EasyVista teamed up with ITSM industry leader and analyst, Stephen Mann, in a 45-minute webinar to show you how to effectively create the best possible knowledge management environment for self-service success.
  • Supporting Distance Learners Through Remote Support: The SNHU Story
    Supporting Distance Learners Through Remote Support: The SNHU Story
    Michael O’Leary (Southern New Hampshire University), Roy Atkinson (HDI) Recorded: Apr 23 2019 59 mins
    More and more students are taking advantage of online college resources, often in the form of distance learning programs. In fact, a 2018 study by the Babson Survey Research Group found that distance program enrollments have increased for 14 consecutive years. The total distance learning population is now well over 6 million students, and those students depend on robust, reliable technologies, tools, and support to enable their education.

    In this interview with Michael O'Leary, Client Services Manager at Southern New Hampshire University, learn how SNHU, which offers over 200 career-focused online college degree programs, enables student success through remote support. This webinar will feature valuable takeaways for leaders in higher education, but also for any leader in any industry that supports distributed users/customers or remote workers.

    Who Should Attend?

    Service desk/support center directors, managers, supervisors, and team leads looking for better ways to support the ever-increasing numbers of remote faculty, students, customers, or employees.
  • ServiceNow Automated Test Framework (ATF) – Advanced analysis, ROI and Demo
    ServiceNow Automated Test Framework (ATF) – Advanced analysis, ROI and Demo
    Stephen Makowski-ServiceNow Consultant,Kiruthiga Shanmuga-ServiceNow Lead Developer,Kaviarasan Selvaraj-ServiceNow Evangelist Recorded: Apr 23 2019 53 mins
    ServiceNow has released its Automated Test Framework (ATF) feature in last year’s Istanbul release. Ever since, it’s widely used by ServiceNow customers to create and run automated tests on their ServiceNow instance. In this webinar session, we will conduct an expert analysis on ATF, and find out how organizations are leveraging ATF to achieve ROI from their investment. We will also demo few use cases on ATF to help users navigate through this feature and learn the advantages of using it.

    Key topics in the session include:

    • Automated Testing Framework Overview
    • Why use ATF?
    • ATF for ServiceNow and Upgrades
    • Achieve ROI through ATF and Automation
    • ATF Use case Demo,
    - Creating and running manual tests (timed)
    - How to create and run same tests using ATF version and view the results
    - Overview of Test Suites and scheduled testing/reports
    - Display of Custom Scripts and Configuration
    • Advantages and Disadvantages
  • ServiceNow Knowledge19 Sneak Peek: How to Conquer the Conference
    ServiceNow Knowledge19 Sneak Peek: How to Conquer the Conference
    Ellen Daley, Grant Pulver, Dana Canavan, James Hamilton, Ryan Dinwiddie, Meghan Lockwood Recorded: Apr 23 2019 61 mins
    Learn how to maximize your ServiceNow Knowledge 2019 experience. This team of ServiceNow experts (and Knowledge veterans) will cover everything A-Z K19. Join this webinar to...

    - Learn tips to maximize your experience
    - Uncover the questions our clients ask us the most
    - Find out the three things you absolutely must do to ensure it's the most successful Knowledge conference yet
    - Get a preview of two of Acorio's Presentations at K19
  • Design a Customer Experience Transformation
    Design a Customer Experience Transformation
    Kevin Neher, Partner at McKinsey & Company Recorded: Apr 23 2019 60 mins
    Customer experience is a key part of corporate strategy, but why are so many major transformation efforts frequently failing?

    -Find out common mistakes companies make when attempting to transform their business to meet new customer demands
    - Learn critical elements needed for successful CX transformations, including how to create a clear vision and road map, engage change agents, and determine sequencing.
  • La gestion des actifs numériques redéfinie
    La gestion des actifs numériques redéfinie
    Jade McQueen, Senior Managing Director, Media & Entertainment Recorded: Apr 23 2019 22 mins
    Travaillez, stockez et collaborez en toute sécurité sur vos différents actifs multimédias

    Des images de campagne marketing aux fichiers vidéo, les ressources numériques sont au cœur des flux de travail de toutes les entreprises. En l'absence d'un système centralisé de gestion des actifs numériques, il devient difficile de rechercher le bon actif lorsque vous en avez besoin. La gestion de contenu peut rapidement devenir un défi lorsque les ressources sont modifiées et sauvegardées dans différents systèmes. En outre, un manque de mesures de sécurité adaptées crée des risques de perte de documents confidentiels ou non publiés. Box fournit un guichet unique pour tous vos actifs numériques, quel que soit leur format et vous permet de collaborer en temps réel avec des commentaires et un marquage automatisé des métadonnées afin que tout le monde puisse facilement trouver la dernière version. De plus, Box vous permet d'automatiser intelligemment les workflows jusqu'à l'approbation, en évitant les erreurs dues à des tâches manuelles. De la création à la publication, vous pouvez gérer tous vos actifs numériques de manière sécurisée et efficace.
  • Part 1: Personal Development Essentials - How to Set Quality Goals
    Part 1: Personal Development Essentials - How to Set Quality Goals
    ISM Leader: Ruta Misiunaite Recorded: Apr 23 2019 24 mins
    Reasons to Attend:

    Have you already failed your New Year’s resolutions? Are you dreading coming into work on Mondays? Are you in need of some motivation to kick-start your goals and finish 2019 with a bang? Then you’re in luck because this webinar is meant for you!

    Within four short years, Ruta Misiunaite has progressed from being the most junior sales person in the company with no prior sales experience to one of the Senior Business Development Managers at IRI UK, responsible for going after £39m worth of key prospects’ business. The key driver behind Ruta’s success is her relentless focus on continuous personal development and passion for learning everything there is about being a great salesperson.

    In this first installment of our three-part series on Personal Development Essentials, Ruta will show you how to set quality goals that are challenging, exciting, and help you fall in love with what you do. Don’t wait for a Monday or January 1st to start working on your goals and sign up to this webinar now!

    Key Takeaways
    ●Tips & tricks that will help uncover what truly motivates you to get up in the morning
    ●Simple tools to help write a quality goal that makes you feel excited about realising your full potential
    ●Easy to implement techniques to ensure you stick to your goals throughout the whole year
  • The 3 Keys to Digital Transformation with Master Lock and Oracle
    The 3 Keys to Digital Transformation with Master Lock and Oracle
    Oracle, The Master Lock Company, and Apex IT Recorded: Apr 18 2019 63 mins
    At Master Lock, inconsistent manual processes, non-integrated systems, and lack of mobile collaboration made it challenging for sales teams to meet their customer demands on a timely basis.

    Join us to learn how with a vision to transform the customer experience, Master Lock replaced Salesforce and leveraged Oracle Customer Experience (CX) technology to automate, optimize, and integrate every touch point. Today the alignment across marketing, service, and sales has resulted in increased efficiencies, productivity, customer satisfaction, innovation, and revenue.

    Join us and you will learn:

    - The challenges Master Lock faced with multiple CRM systems and manual processes
    - Why Master Lock replaced Salesforce with an end-to-end Oracle CX solution
    - Cloud implementation and integration best practices with Apex IT
    - The 3 keys to a complete digital transformation

    Presenters:

    Presenter:
    Dat Haller, Global VP CX Sales, at Oracle
    Kelly Boelema, Principal Sales Consultant, at Oracle
    Waylen Pape, Director of Sales, at The Master Lock Company
    Bryan Hinz, VP Sales, at Apex IT
  • Lower Service Desk Call Volume with Interactive Knowledge Experiences
    Lower Service Desk Call Volume with Interactive Knowledge Experiences
    Joseph Hurley Recorded: Apr 18 2019 32 mins
    Watch this 30-min live demo showcasing EasyVista’s innovative Self Help solution where we’ll show how you can create an interactive knowledge experience that simplifies access to the answers users need to help solve their problems on their own, resulting in benefits for end users and IT technicians alike.
  • Building a Foundation for Transformative Self-Service
    Building a Foundation for Transformative Self-Service
    Mark Floisand, Chief Marketing Officer, Coveo Recorded: Apr 18 2019 35 mins
    Self-service has proven its worth in driving case deflection, lowering overall support costs and personalizing the customer experience. But did you know that strong self-service programs are strongly correlated to business and support revenue growth, employee retention and overall agent morale?

    To truly reap all of the potential benefits of your self-service strategy, companies must go beyond short-term benchmarking and project-by-project “baby steps.” True transformation starts with a solid foundation that can grow across organizational silos and departmental barriers to deliver relevance across your self-service sites.

    Register to listen to this prescriptive session which will outline vital steps that you can undertake to transform your self-service strategy and understand the true value it is having on your business, underscored by examples from pacesetters and new research showing an opportunity for a dramatic re-think of the metrics that self-service can really impact.
  • Learn How to Build an Exceptional Conversational AI Bot
    Learn How to Build an Exceptional Conversational AI Bot
    Peter Joles, Yelena Kasianova Recorded: Apr 17 2019 46 mins
    Many bots fail to deliver enterprise ready conversational solutions and fall short of understanding inquiries.

    That's where our Conversational AI Platform Teneo is different.

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

    Join Peter Joles, Presales Consultant at Artificial Solutions as he demos a Teneo built financial bot called "MyBank". See in real-time how Peter adds flows to enhance the chatbots' capabilities.

    -

    Introducing Teneo Developers, a new comprehensive resource to allow enterprise developers and partners fast access to experience the power of Teneo. Visit www.teneo.ai to get started for free.
  • The Future of Voice, Fraud, and the Impact to Customer Experience
    The Future of Voice, Fraud, and the Impact to Customer Experience
    Benjamin Cunningham, Director of Product Marketing Recorded: Apr 17 2019 27 mins
    With physical and online information security always growing stronger and harder to crack, fraudsters gravitate toward the weakest link in your security—your contact center and voice channels. For many years, our annual fraud reports have shown that fraudsters increasingly exploit the phone channel. Fraud rates continue to increase every year, and this year is no different with a continued increase from 2016 (1 in 937 calls) and 2017 (1 in 638 calls), 47%.

    In this session, we will dive into this year’s fraud trends and emerging threats such as:

    -Fraud rates by industry, highlighting fraud trends in insurance, financial institutions, utilities, healthcare and retail
    -The data breaches and omnichannel security gaps that have impacted these trends
    -New fraudsters to watch out for like “Policy Marm”, “The Tourist” and “Chicken Little”
    -Vectors such as imitation replay attacks and voice modification software
    And more!
    -
  • The Digital Media Challenge: Turn Content Consumers into Subscribers
    The Digital Media Challenge: Turn Content Consumers into Subscribers
    Eric Fullerton, Product Marketing Manager, Acquia & Myles Davidson, Managing Director, Inviqa Recorded: Apr 17 2019 56 mins
    Today’s entertainment and media consumers expect an increasingly intuitive, fully personalised digital experience. In order to keep up, savvy media and publishing companies aren’t asking whether or not they need to transform. They’re figuring out how to gain better control of their brand’s digital assets, and how to use analytics and insight to drive the most effective prospective and converted customer journeys.

    Join Acquia and our expert partner Inviqa as we uncover topics such as:

    - The challenges and opportunities for media organisations looking to grow their reader revenue
    - Strategies and success stories for converting digital audiences into engaged subscribers
    - How you can deliver the right content, on the right channel, and at the right time
    - Discussing the steps for creating a personalised customer experience
  • 7 Dumb Things We All Say (especially in customer care) - BPO veteran Greg Alcorn
    7 Dumb Things We All Say (especially in customer care) - BPO veteran Greg Alcorn
    Greg Alcorn, President, GCS Recorded: Apr 16 2019 13 mins
    We invite you to view our discussion with Greg Alcorn, President of GCS, about his new book entitled "7 Dumb Things We All Say: Smart Ways to Improve Every Relationship" which focuses on applying “soft skills”. It’s loaded with personal examples, helpful hints, and common-sense principles. The subjects and principles apply to ALL types of relationships – friends, family, and business.
  • Leveraging Knowledge & AI to Optimize the New Employee Experience
    Leveraging Knowledge & AI to Optimize the New Employee Experience
    Justin Roux Recorded: Apr 16 2019 43 mins
    Is your onboarding process taking too long? Is it overly complicated and causing a surge in calls to the service desk? Most organizations have inefficient self-service and struggle to deliver the knowledge and answers their new employees seek. But it doesn’t have to be this way. Watch our recent webinar on optimizing employee onboarding, where we explore how to deliver guided self-service to help new employees find the right answers and resources they need to be productive, easily create knowledge flows that automate knowledge access, contextual interactions, and actions with other systems, integrate with ITSM to automate catalog requests and submit support requests, and leverage chatbots and AI to provide interactive access from anywhere.
  • Why Self-Service Success Starts with a New Approach to Knowledge Management
    Why Self-Service Success Starts with a New Approach to Knowledge Management
    Justin Roux Recorded: Apr 10 2019 31 mins
    Watch this 30-minute demo to learn how EasyVista Self Help can convert your existing user-facing knowledge into intelligent knowledge flows to guide employees and customers to the answers they need, make self-service available from anywhere employees work; any website, portal, application or messaging platform, and enable omni-channel support with virtual agents, chatbots and embedded widgets.
  • The Value of Visual Content and a Simplified User Interface
    The Value of Visual Content and a Simplified User Interface
    Daniel Foster, TechSmith & Scott Abel, The Content Wrangler Recorded: Apr 10 2019 59 mins
    It can be difficult to onboard users to new and complex interfaces and workflows. New research shows that images and video enhance understanding and retention of complex information and tasks and can even increase productivity, but software often changes quickly and requires regular updates and localization. How can we leverage the power of visual communication without having to constantly localize new visual content?

    Join Scott Abel, The Content Wrangler, and his special guest, Daniel Foster, Strategy Lead for TechSmith, for this free one-hour webinar. Daniel will show you how a Simplified User Interface helps you create powerful and useful images to help your users better understand your content, while extending its shelf life and often eliminating the need for localization.
  • Decoding AI: How to Harness AI in Practical Support Scenarios
    Decoding AI: How to Harness AI in Practical Support Scenarios
    Laurent Simoneau, CTO, Coveo Recorded: Apr 10 2019 13 mins
    As support centers embrace the growing shift to self-service, and customer expectations for personalized interactions skyrocket, the ability to deliver relevant support experiences at scale has become business critical. Support leaders must turn to practical applications of AI as part of their self-service and assisted service strategies to achieve more efficient and tailored support delivery— without sacrificing the customer experience.

    In this webinar, we’ll walk through practical, real life examples of how leading support organizations are successfully leveraging AI and machine learning to transform their support operations. Join us for this session to get guidance on:
    -Which areas to focus on when it comes to implementing machine learning (ML) within your support strategy
    -How to assess your support organization’s need for AI based on the current maturity of your support delivery
    -How to evaluate the potential ROI of AI
  • Accelerate Sales Growth by Streamlining Customer Experiences
    Accelerate Sales Growth by Streamlining Customer Experiences
    DocuSign Recorded: Apr 10 2019 61 mins
    Customers choose to work with you not just based on what you deliver, but how you deliver it. Traditionally the big guys have had the advantage in resources and personnel. But with the digitization of customer communications, sales processes, and customer service, small and medium-size companies can now do more than catch up -- they can compete.

    Affordable, accessible business technology is at your fingertips, and it can help you manage prospect and customer relationships in a way that feels personalized, accelerate business workflows and processes, and not just meet but exceed customer expectations while you boost your sales growth.

    To learn more about how technology is transforming the way SMBs do business, and how to launch the strategy that ensures your company maintains competitive advantage, don’t miss this VB Live event!


    Register here for free.


    Webinar attendees will learn:

    * How to deliver success across the entire customer lifecycle from lead to retention
    * How to configure, price, and quote complex deals, fast and efficiently
    * How to accelerate business by closing deals with instant sign-offs on agreements
    * How customer-focused organizations win business with personalized experiences


    Speakers:

    * Katie Foote, Vice President, Demand Generation for Small Business, Salesforce
    * Dave Simon, Vice President, Small Business Sales, DocuSign

    Sponsored by DocuSign
  • Marginal Gains to Improve Outcomes as a Sales Leader
    Marginal Gains to Improve Outcomes as a Sales Leader
    ISM Fellow: Ian Moyse Apr 25 2019 10:00 am UTC 30 mins
    Key Takeaways:

    •Key metrics to address to transform a sales team
    •What the board wants to see
    •How to make a positive personal impact


    Reasons to attend:

    In today’s selling world, Sales Leaders often hit roadblocks, start new roles and need to make an impact and find it harder and harder to make their mark. Ian Moyse has achieved success in firms running large multi-national teams, smaller startup’s needing to ramp and in joining companies needing sales fixing or acceleration and speaks often on fundamental approaches to driving sales growth and performance. If you take one new idea or focus away, it is with your 30 mins to attend this webinar.
  • Quoi de neuf chez Box? 
    Quoi de neuf chez Box? 
    Vincent Lieffroy, Senior Lead Engineer Apr 25 2019 12:30 pm UTC 60 mins
    Les entreprises doivent agir plus rapidement que jamais dans un monde caractérisé par une hyper-concurrence et par les attentes grandissantes des clients.
    C'est pourquoi nous avons conçu le Cloud Content Management (CCM) - une plate-forme unique pour accélérer vos processus métier, augmenter la satisfaction de vos employés et protéger vos informations les plus précieuses. Découvrez les nouveautés du cloud content management (CCM) en assistant à ce webinaire:

    - Collaboration aisée et sécurisée dans Google Docs, Sheets et Slides, grâce à notre nouvelle intégration avec G-Suite
    - Productivité permanente avec Mark for Offline - emportez vos fichiers Box avec vous lorsque vous n'êtes pas en ligne (vos modifications sont automatiquement enregistrées dans Box lorsque vous vous reconnectez)
    - Des workflows de contenus fiabilisés avec Box pour ServiceNow Integration Hub
    - Des cycles de développement d'applications accélérés avec Box Elements
  • Are e-Signatures Legal in Europe? Understanding eIDAS
    Are e-Signatures Legal in Europe? Understanding eIDAS
    John Jolliffe, Strategic Engagement, Adobe Document Cloud. Apr 25 2019 1:00 pm UTC 45 mins
    When it comes to conducting business with paperless documents, organisations have embraced electronic and digital signatures. The Electronic Identification and Trust Services Regulation (eIDAS) clarifies and simplifies the legal framework for e-signatures across Europe, but how should organisations decide which type of e-signature is appropriate to their needs? And how are new technologies helping to make electronic signatures relevant for the multi-device, highly mobile workspace of today?

    Join our webinar, to learn:

    • Why e-signatures are essential to your company's success now and in the future.
    • Which three signature types are legal under eIDAS.
    • How to select the right approach for your business.
    • Next-gen e-Signatures and The Cloud Signature Consortium.
  • 5 Payment Trends Driving Retail Transformation
    5 Payment Trends Driving Retail Transformation
    Joern Leogrande, Executive Vice President Wirecard Labs, Wirecard AG Apr 25 2019 1:00 pm UTC 60 mins
    The retail landscape is constantly changing and ever challenging. Rising costs and shifting consumer preferences have led to unexpected and ongoing casualties in the industry. Retailers, who have survived and are thriving in this competitive market, are embracing a multitude of trends and innovations, which address and capitalize on these two important points. At Wirecard, we firmly believe that the key to success is a payments strategy that underpins the overall retail strategy driving retail transformation.

    Whether you are a retailer, a business serving the retail industry or consulting in this sector, this webinar will be of value to you by:

    - Offering you a holistic view of payments across the entire retail ecosystem
    - Giving you food for thought and inspiring ideas for strategic projects in the next stage of your growth journey

    Moreover, you will get new perspectives and solutions pertaining to five key payment trends we believe are shaping today’s Retail Transformation:

    - A true omnichannel solution (with a specific focus on the growth of mobile payments)
    - Automated efficiency
    - Multi-Tier Distribution
    - Responsive Operations
    - Big Data & Artificial Intelligence to drive conversions

    Join Wirecard’s Joern Leogrande, Executive VP of Wirecard Labs as he explores and demonstrates how these trends drive Retail Transformation and most importantly offer you a step change to your top and bottom line results.
  • The Journey to Microsoft Teams - Part II
    The Journey to Microsoft Teams - Part II
    Jason Schwendinger, Global Head of IT | Richard Smith, Global Microsoft Alliance Director Apr 25 2019 3:00 pm UTC 60 mins
    We've discussed the planning phase, now it is time to run through the deployment phase.
  • The Patient Experience Imperative: Simplifying The Healthcare System
    The Patient Experience Imperative: Simplifying The Healthcare System
    Colette Balaam, CEO, Hive / Karl Hampson, Director of AI, Solstice / Steve Prewitt, Chief Analytics Officer, Healthfirst Apr 25 2019 4:00 pm UTC 45 mins
    Join Colette Balaam, CEO at Hive, Karl Hampson, Director of AI at Solstice, and Steve Prewitt, Chief Analytics Officer at Healthfirst, as they explore how enterprises should leverage advanced analytics and data platforms to improve health outcomes for their patients and members.
  • Customer Journey Management: How to Deliver Truly Connected Service Experiences
    Customer Journey Management: How to Deliver Truly Connected Service Experiences
    Aberdeen & Oracle Apr 25 2019 4:00 pm UTC 42 mins
    This webinar is important for any organization that lacks a holistic view of the customer journey. Watch to learn:

    • The role of journey management in delivering connected service experiences
    • Which emerging technologies service leaders plan to use in 2019 and beyond
    • How best-in-class companies have successfully achieved digitial transformation
    • Real-life success stories from companies delivering truly connected service experiences

    Presenters:

    Omer Minkara, VP & Principal Analyst, Contact Center & Customer Experience Management, Aberdeen and Danette Beal, Senior Product Strategist, Oracle
  • Your modern website needs a modern CDN
    Your modern website needs a modern CDN
    Andy Wyatt, Senior Product Marketing Manager, Instart Apr 25 2019 5:00 pm UTC 45 mins
    Delivering exceptional web experiences today requires a CDN that can go beyond the edge, and actually give you control and optimizations in the browser.

    As the web quickly changes, your customers expect more secure and performant web experiences. It’s crucial that your CDN does more than just cache static files and be available all around the world.

    The truth is, almost 50% of the requests an average website makes comes from a third party, which means a traditional CDN is only delivering half of your web experience. On top of that, the browser, not the edge, is becoming the point where optimizations and control need to be applied to give every user a great experience with your website.

    In this webinar, we’ll cover:

    - What makes up a modern website: public cloud, third-party tags, and dynamic content all coming together in the browser
    - Why modern websites need more than just caching and delivery to enable exceptional customer experiences
    - What optimizations and controls you should be looking for in a modern CDN
  • Raising the bar on content moderation for social & gaming platforms
    Raising the bar on content moderation for social & gaming platforms
    Two Hat Security Apr 25 2019 5:00 pm UTC 60 mins
    Social networks today are undergoing a massive paradigm shift when it comes to content moderation. From tragic shootings broadcast live on Facebook, to YouTube removing comments on children's videos due to child predator concerns, social platforms are under fire from users, governments, and law enforcement to adopt better technology and strengthen their content moderation practices.

    It’s not all bad news. Business leaders have also realized that accurate, efficient moderation, coupled with positive reinforcement, can increase user retention and encourage growth.

    But who is responsible for enforcing these policies and practices? How did hate speech, abuse, and extremism become the "cost of being online"? And how can like-minded businesses band together to raise the bar and make their social platforms engaging, safe for all users, and ultimately, more profitable?

    Join Two Hat CEO and founder Chris Priebe and veteran analyst and market influencer Brian Solis for an insightful talk about the changing landscape of online conversations and the role of content moderation. Social abuse and objectionable materials need no longer be the price of admission.

    Register today for this free event!

    You’ll learn:

    * How to start a dialogue in your organization around protecting your audience without imposing on free speech
    * The business benefits of joining the growing movement to "raise the bar"
    * Practical tips and content moderation strategies from industry veterans
    * Why Two Hat’s blend of AI+HI (artificial intelligence + human interaction) is the first step towards solving today’s content moderation challenges

    Speakers:

    * Brian Solis, Principal Digital Analyst at Altimeter, author of "Lifescale"
    Chris Priebe, CEO & founder of Two Hat Security
  • Perspectives on Leadership - An Interview with Lark Will, eBay
    Perspectives on Leadership - An Interview with Lark Will, eBay
    Lark Will, eBay Apr 25 2019 6:00 pm UTC 39 mins
    CCNG's Executive Director - Magnet Program, Lon Hendrickson, interviewed Lark Will of eBay regarding her "Perspectives On Leadership." Watch this interview as Lark shares her insights and experiences relating to omnichannel and how to ensure brand consistency across all channels.
  • Tackling new Gaming regulations without impacting customer experience
    Tackling new Gaming regulations without impacting customer experience
    Christina Thakor-Rankin, Principal Consultant at 1710 Gaming and James Baston-Pitt, Sr. Business Development Manager at Onfid May 1 2019 2:00 pm UTC 58 mins
    The move towards responsible gambling and stricter regulations means knowing your customer is more important than ever. But for operators, that’s easier said than done. Guidance is unclear – so what CDD measures do you need to perform and when, and how do you do it without scaring off your customers?

    Watch this webinar to learn about new regulations and how to tackle them, including:

    - Age verification
    - Money laundering and POCA
    - Multi-accounting and ID rental
    - Gamstop and responsible gambling

    In collaboration with iGaming Business.
  • 4 Digital Experience Tools That Drive Real Results
    4 Digital Experience Tools That Drive Real Results
    Matthew Clark, VP of eCommerce & Digital Marketing, Premier Farnell May 1 2019 5:00 pm UTC 60 mins
    EXECUTIVE SPOTLIGHT with Matthew Clark, VP of eCommerce & Digital Marketing, Premier Farnell

    What does it take to successfully deliver a digital experience for the B2B market?

    While, the whole enterprise needs to be aimed at driving a digital experience, there are 4 key areas which, if overlooked, will cause your B2B digital experience to suffer or fail, no matter how good your digital platforms or your core products are. Digital experiences are made of content, knowledge and data.

    In this one-on-one conversation with Matthew Clark, Premier Farnell's VP of eCommerce & Digital Marketing, EIS's Dino Eliopulos will explore what companies need to do to ensure that their product information, content, and know-how combine with insights that they have about their customers to elevate their digital experiences to the top of the industry.

    The must-haves include:

    • Robust, shoppable product catalogue.
    • Rich, well-structured content.
    • Optimized site-search, chatbots, and product recommendations.
    • Real value for shared customer information.
  • We Really Just Want a Good Story: Engage Your Audience with Winning Content
    We Really Just Want a Good Story: Engage Your Audience with Winning Content
    Evie Nagy from Slack, Molly James-Lundak from AbbVie, and Raashi Rosenberger from Pinterest May 1 2019 5:00 pm UTC 61 mins
    Content that adds value to your consumer’s life is much more likely to earn their engagement and, hopefully, their purchase and lasting loyalty. In this session you’ll learn to tell a good story with each piece of content your brand puts out.
  • Drive Loyalty and Engagement with Core Customer Experience Competencies
    Drive Loyalty and Engagement with Core Customer Experience Competencies
    Joseph Michelli, Chief Experience Officer, The Michelli Experience May 1 2019 6:00 pm UTC 47 mins
    Join CCNG and best selling author Joseph Michelli as we discuss how to drive loyalty and engagement to achieve an outstanding customer experience.

    Outstanding customer experiences don’t happen by default. They are the result of well-designed products and processes that consistently meet needs, reduce effort, and deliver memorable moments.

    During this interview, Joseph will explain the essential competencies needed to deliver outstanding experiences to every customer, every time – no excuses. He will share context and tools to elevate the experience of your internal and external customers by focusing on and integrating people, process, and technology.
  • Part 2: Personal Development Essentials - How to Create an Effective Plan
    Part 2: Personal Development Essentials - How to Create an Effective Plan
    ISM Leader: Ruta Misiunaite May 2 2019 10:00 am UTC 30 mins
    Reasons to Attend:

    Have you set yourself a quality goal and you get the things started, but you’re don’t know where to start? Well then, it sounds like you’re in need of some help building a solid plan!

    During this second instalment of our Personal Development Essentials, Ruta will talk you through the importance of having a personal development plan and show you how to write an effective and actionable plan that helped her progress from being the most junior sales person in the company with no prior sales experience to one of the Senior Business Development Managers within 4 short years.

    Key Takeaways
    • Clear understanding of why having a solid plan is so important in successfully achieving your goals
    • Practical advice on how to use reverse engineering to create an effective personal development plan
    • Tips on what to do when you feel that you’re not getting anywhere close to achieving your goals or if your goals are not exciting to you anymore.
  • Centralizing Knowledge for Enterprise Impact: SME Authoring & True Collaboration
    Centralizing Knowledge for Enterprise Impact: SME Authoring & True Collaboration
    Chip Gettinger, VP Global Solutions, SDL and Stacey Meggs, Master Quality Program Manager, Hewlett Packard Enterprise May 2 2019 3:00 pm UTC 60 mins
    Ensuring accurate, timely content creation and review is critical for complex content lifecycle management requirements.

    But where to start? SDL Tridion Docs offers a comprehensive solution for your distributed organizations for content collaboration while safeguarding security.

    Attend our webinar, together with Chip Gettinger (VP Global Solutions, SDL) and Stacey Meggs (Master Quality Program Manager, Hewlett Packard Enterprise), to learn the following:

    • Engaging and working with SME’s in planning content lifecycle use cases.
    • Emerging trends and solving challenges with SME authoring and reviewing.
    • New Technology innovations and its impact on technical publication hubs.
    • Challenges with SME reviews and new use cases.
  • Connected Commerce: The Secret to Winning Against Digital Disrupters
    Connected Commerce: The Secret to Winning Against Digital Disrupters
    Omer Minkara, Aberdeen, Bob Meixner, Oracle Commerce Cloud May 2 2019 4:00 pm UTC 48 mins
    This webinar highlights:

    • Top reasons why connected commerce must be a priority
    • The role of integrations to operationalize connected commerce
    • Best-in-class building blocks for optimal connected commerce
    • Success stories of ecommerce peers

    Presenters:

    Omer Minkara, VP & Principal Analyst, Contact Center & Customer Experience Management, Aberdeen
    Bob Meixner, Director of Product Strategy, Oracle Commerce Cloud
  • Part 3: Personal Development Essentials - How to Find the Time
    Part 3: Personal Development Essentials - How to Find the Time
    ISM Leader: Ruta Misiunaite May 7 2019 10:00 am UTC 30 mins
    Reasons to Attend:

    You have set yourself an exciting goal. You’ve come up with a solid step-by-step plan of how to achieve it. But you just can’t find the time in your busy schedule to work on it? You’re not alone!

    In the final installment of Personal Development Essentials, Ruta will show how she managed to find 100+ hours a year of her time for personal development whilst keeping up with her day to day activities. Make sure you find time for what’s important and sign up to this webinar now!

    Key Takeaways

    • An overview of what’s getting in the way of you achieving your goals
    • Simple mindset tricks to help you achieve your goals quicker and with more ease
    • Practical tips on how to carve out at least 15mins for personal development each day
  • Enabling the Future State of Content
    Enabling the Future State of Content
    Andrew Thomas, Senior Director Marketing, SDL May 7 2019 3:00 pm UTC 60 mins
    When change is a constant, how do you prepare for the future?

    We believe that companies can prepare for the future of content, and Linguistic AI plays a vital role in this transformation. Beyond an idealistic future vision, we want to offer real solutions to your challenges, obstacles and realities.

    Learn how the latest advances can help you create, translate and deliver those experiences for your customers, wherever they are in the world, all while preparing for a new reality.

    In this webinar, “Enabling the Future State of Content,” I will share where technology is taking us and how a machine-first strategy can optimize your customers’ experiences.
  • Making the Move to Video-First
    Making the Move to Video-First
    Kristin Mirek from Nickelodeon, Dave Feldman from the NFL, and Shawn Silverman from Dolby May 7 2019 5:00 pm UTC 50 mins
    A third of the time people spend online is devoted to watching video; and by 2019, 80% of all internet traffic will come from video (Source: Digital Information World). Video isn’t an option anymore—it’s a must-have. These brands will unveil how they’re making their content video-first to tap into unparalleled levels of engagement.
  • Managing Customer Care During Viral Spikes
    Managing Customer Care During Viral Spikes
    Dave Evans - VP, Social Strategy at Khoros May 8 2019 7:00 pm UTC 45 mins
    Your customers have limited patience for disruptions to their experience with your brand—no matter what kind of viral moment your brand might be experiencing. Is your customer service team equipped to handle a viral moment-induced volume spike? Thinking through the logistically complex days of a spike in activity will positively impact your brand’s reputation.

    In this 40-minute webinar you will learn:
    - How to define what a viral moment is and isn’t
    - Learn what factors you can control in a viral moment and how
    - What happens when non-viral moment related customers experience delays
    - How tools like Khoros can help monitor and control the impact of a spike in volume
  • How to be Smart About Social Data
    How to be Smart About Social Data
    Jennifer Mangold Senior Manager, Global Social Media at HomeAway and Michael Bucklin, VP Digital Content at FOX Sports May 14 2019 7:00 pm UTC 59 mins
    Social data is a valuable tool, but data isn’t an engaging campaign in and of itself. Your team needs to shape your social data into an engaging campaign by starting with your brand’s values and creating content your audience will care about. These brands did just that by transforming a social data point into actionable insight.
  • UC Network Monitoring & Troubleshooting
    UC Network Monitoring & Troubleshooting
    Alex Bahar, Senior Solutions Engineer May 15 2019 7:00 am UTC 60 mins
    APAC Timezone Webinar
  • Eggplant and PractiTest: Managing Intelligent Test Automation
    Eggplant and PractiTest: Managing Intelligent Test Automation
    Gareth Smith, CTO, Eggplant; Joel Montvelisy, Chief Solution Architect, PractiTest May 16 2019 2:00 pm UTC 30 mins
    Eggplant and PractiTest are joining forces to give testers and test managers better control of their projects, and the capacity to provide complete visibility to their stakeholders.

    Join this webinar find out how you could benefit from this integration.

    Eggplant’s Digital Automation Intelligence is an AI-driven test automation solution that can test the full customer experience, actively hunting bugs, predicting the quality of releases, and using intelligent image recognition to test through the eyes of the user.

    PractiTest provides a Test Management system for your QA and Testing process. This allows you to control your testing tasks while getting complete visibility of your results, and most importantly, release your products in a professional way.

    Now that these systems will work together seamlessly, you can have greater control over all your testing, providing everyone in the project with the information they need, in the format they expect it, and at the time they require it.

    This webinar will give you an overview of both solutions and include a practical demonstration that will show you what you can expect to gain by integrating them.
  • Using AI for a More Engaging Employee Experience
    Using AI for a More Engaging Employee Experience
    Sheerine Reid, Director, Product Marketing, and Jason Mlyniec, Customer Success Manager, Coveo May 16 2019 4:00 pm UTC 41 mins
    Join us as we explore how leveraging AI can provide employees with:

    - Meaningful interactions to improve proficiency and upskill faster
    - Effortless self-service interactions so that they can be more productive
    - Engaging communities where they can learn and thrive