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Customer Experience

  • How to use AI in designing the customer experience How to use AI in designing the customer experience Jon Cifuentes, CEO, FoundRobot Oct 25 2016 5:00 pm UTC 60 mins
    Smart marketers know that the sweet spot between AI and the org’s branding is where true customer engagement spikes. It’s not enough to give the customers what they want. It’s about giving them what they didn’t realize they wanted. Like how every time you upload a photo to your Facebook account -- its DeepFace artificial intelligence program suggests that you need to tag your friend. Or how Starwood’s bot butler “Botlr” has not only freed up staff time in Aloft properties but also underlined its brand’s enthusiasm for AI and machine learning technologies.

    It’s time to take that AI one step further. We’ll talk about how to build and design the customer experience by using AI and machine learning. We'll show you how successful companies are making tremendous strides in moving the needle toward optimized customer engagement. And what's more, we're going to show you how to get started today by taking the guesswork out of your marketing strategy.

    Join us for this hour long deep dive into using AI and machine learning to design the customer experience.

    After this webinar you'll:

    * Learn how to build a customer engagement strategy from the ground up using artificial intelligence.
    * Hear valuable tips on improving your customer engagement now
    * Get insight from top execs who have been down this road and have the best advice to design the customer experience. In this VB Live curated hour long workshop.

    * Jon Cifuentes, CEO, FoundRobot and VentureBeat analyst
    * Robert Hoffer, founder, Smarter Child
    * Nick Edwards, CEO, Boomtrain
    * Wendy Schuchart, Moderator, VentureBeat

    Sponsored by Boomtrain
  • How to Measure Customer Experience in a Digital World (EMEA) How to Measure Customer Experience in a Digital World (EMEA) Mike Burke - Director Product Mktg, Testing Solutions Oct 26 2016 9:00 am UTC 60 mins
    There are three pillars to understanding the customer experience that your communications technology delivers – do you know what they are? With almost infinite amounts of data available about your customers, it can be difficult to fit all of the pieces together. Join IR’s Mike Burke as he discusses the different methods you can use to measure your customers’ experience, and how to start thinking like a customer.
  • How to Load Test for your Mobile Peak How to Load Test for your Mobile Peak Tom Chavez, SOASTA CloudTest Product Manager | Mike Ostenberg, SOASTA Director of Solutions Engineering Oct 26 2016 6:00 pm UTC 60 mins
    Is your mobile website ready for load? Can your mobile app's back-end scale to service peak demand?

    Mobile web and app usage is growing at a breakneck pace! Between 2014 and 2015, traffic from mobile devices increased from 40% to 75% of total retail traffic, an increase of 35%. In 2015, mobile commerce accounted for $115 billion worldwide. At the end of this year, that number is projected to reach $142 billion.

    Join us at this webinar to learn:
    • The different types of mobile traffic generated by browsing and apps
    • How to load test your mobile web site for mobile browsers
    • Why mobile apps need load testing, too, and how to create tests

    Whether your peak time is Black Friday and Cyber Monday, monthly filing rush, quarterly reporting, annual open enrollment, tax filing, or any other peak, this webinar will give you the steps to build load tests so your mobile site and apps will be ready for mobile peak.
  • Best of Microsoft Ignite Best of Microsoft Ignite Siunie Sutjahjo - Senior Product Manager for Skype for Business, Microsoft | John Hand - Global Microsoft Alliance Director Oct 27 2016 4:00 pm UTC 60 mins
    Microsoft Ignite 2016 was sold out. If you missed a ticket to the biggest Microsoft show on earth, or you couldn't get to Atlanta, GA. The this will be the next best thing.
  • Proactive Strategies for Finding and Fixing Performance Issues Proactive Strategies for Finding and Fixing Performance Issues Ryan Vila, SOASTA System Engineer | Nicolas Smotek, Deckers Digital Technology Manager Oct 27 2016 5:00 pm UTC 60 mins
    Most organizations have internal processes to address performance problems, but they are typically reactive—occurring only after online performance has already been degraded. Relying on a defensive strategy to address performance problems can negatively impact end-users and revenue before you’re able to identify and solve the issue.

    This web seminar will explain how to customize performance practices to build proactive internal testing processes. These methods will help you detect and solve performance problems before they make it into production and cost you money and customers.

    You will learn how to:
    - Customize your test processes using the latest performance tools
    - Get ahead of issues with real-user and synthetic monitoring
    - Prevent negative user experiences that impact the bottom line
    - Solve performance issues proactively, before they become problems for your users
  • BotBeat: The state of chatbots -How to win BotBeat: The state of chatbots -How to win Veronica Belmont, Product Manager, Growbot Oct 27 2016 5:00 pm UTC 60 mins
    Chatbots are everywhere right now, but there's a problem. Almost every article is telling you about a particular bot, or the future implications of chatbots. That's fine, but where are the instructions on how to build chatbots, what they can do to help your business, how to set them up for success, and what the market opportunity is?

    Look no further as in this session we'll reveal the results of a new study into chatbot usage, detail how to build your own (at any budget), explain why you should care about the bot revolution, and help you take grab a competitive advantage while it still exists. It is time to jump on the bot-wagon, and we'll help you steer the right course.

    From this webinar, attendees will learn to:

    * Identify and harness competitive advantage
    * Understand the bot landscape and the opportunities it presents
    * Build your own bot on a budget

    * Veronica Belmont, Product Manager, Growbot
    * Stewart Rogers, Director of Marketing Technology
    * Wendy Schuchart, Moderator, VentureBeat

    More speakers coming soon!
  • Launching Your Customer Experience Program: Change Management Launching Your Customer Experience Program: Change Management Ram Kamp, Director, Customer Success, NICE Nov 2 2016 4:00 pm UTC 45 mins
    Join us for this webinar to learn about managing the change within your organization that launching your CX program demands. We’ll discuss how to assess your internal communication and training needs, which methods will be most effective for internal communications and how to manage key project stakeholders. We’ll also provide a sneak peek into one of our CX communication kits!
  • Digital Transformation: How to Reboot IT & Business Collaboration Digital Transformation: How to Reboot IT & Business Collaboration John Rymer, Forrester Research and Rebecca Karp, Strategic Procurement Processes and Digital Lead, Takeda Pharmaceuticals Nov 3 2016 4:00 pm UTC 60 mins
    70% of organizations say that efforts to transform the business are undermined by internal complexity, including legacy technologies and a lack of collaboration between the business and IT. Business functions can’t wait months for solutions, but IT leaders must to retain oversight to prevent digital projects from spiralling out of control.

    Join this interactive webinar to hear how Takeda Pharmaceuticals has used a Digital Business Platform to rapidly build agile applications approved by IT, but owned and customized by the business teams that use them – unlocking benefits that would be attractive to any organization.

    Sign up to get practical insights from how Takeda:

    •Enabled the operational agility needed to digitally transform
    •Rapidly digitized core processes including procurement
    •Unlocked the potential for enterprise-wide cost savings

    Importantly, you will have the chance to ask your questions about all of the above.
  • Data Analytics - Reporting and Visualisation Data Analytics - Reporting and Visualisation Manoj Pant,Managing Director, Insurance Professional Services, Dell Services Nov 9 2016 2:00 pm UTC 60 mins
    This webcast will cover how reporting and visualisation can enable the insurer for faster decision making and identifying the key areas for improvements.

    The Natural perils, globalisation, and disruption in distribution
    combined with regulatory intervention and increased
    competition has put immense pressure on insurers.
    Rapid integration of technology and life has created a
    proliferation of data, presenting unprecedented
    opportunities to use advanced analytics to leverage new
    information – about potential markets, risks, customers,
    competitors and natural disasters.
    Infusing advanced analytics capability into an insurer’s
    DNA allows you to identify new growth opportunities
    while at the same time protecting and optimising
    your enterprise.

    During this webcast you will learn:
    - Trends, implications and opportunities
    - 6 Key questions insurers are asking
    - Achieving success - how to use advanced analytics modelling methods and tools to leverage useful internal and external structured and unstructured
  • Top 10 Best Practices for WFO Top 10 Best Practices for WFO Brad Snedeker, Director of Innovation, Calabrio Nov 9 2016 6:00 pm UTC 45 mins
    Best Practices means many different things to many different people, but there are some common themes across all contact centers where best practices can be applied. In this webinar we will discuss the Top 10 industry-proven Best Practices for Workforce Optimization and techniques for applying them to your contact center.
  • Boosting consumer engagement with next gen chat bots Boosting consumer engagement with next gen chat bots Peter Wannemacher, Senior analyst, Forrester Research Nov 9 2016 6:00 pm UTC 60 mins
    Stop implementing; start planning. Forrester Research shows that while messaging platform chatbots can be effective, the customer experience is too often unacceptably poor. And while it’s not a big deal when you’re ordering a pizza, the stakes are far too high for financial institutions to go all in on this generation’s chatbot technology without the right planning.

    Simply put, being too early can be the same as being wrong. Bots are only as good as the systems behind them — outdated architecture and poor integration can sabotage your services and drive away customers.

    But given bot technologies are shaping up to be an essential part of the FI and fintech mix, your next two to three years should be devoted to investing in foundational digital initiatives that will position you to leverage the future that’s coming fast.

    Join this free VB Live event to learn how to reap the rewards of future fintech AI innovation — and get it right the first time.

    By attending this webinar, you'll

    * Re-engineer back-end systems to enable real-time action
    * Make progress on platform improvements—or replacements
    * Embrace APIs for faster, more dynamic future changes


    * Peter Wannemacher, Senior Analyst, Forrester Research
    * Katy Gibson, Vice President, Product Applications, Envestnet | Yodlee
    * Moderator: Evan Schuman, VentureBeat
  • Turning Digital Performance into Competitive Advantage Turning Digital Performance into Competitive Advantage Trey Kistler, Director, IT eCommerce of Lowe’s and Carl Briscol, VP of eCommerce Technology, Home Depot Nov 9 2016 7:00 pm UTC 60 mins
    Time is money! In today’s hyper-digital world, digital performance means business performance. If your customer’s digital experience is lacking, your revenue will suffer. Customers are – rightly – expecting every touchpoint with the companies they do business with to work every time, at top speed. If you drop the ball – even for a few seconds – you’ll lose business, and worse, you’ll lose customers.

    Digital Performance Management (DPM) technologies and services exist to help companies identify critical weaknesses and performance bottlenecks across their digital assets. By providing clear insights and guidance, Digital Performance Management tools make it possible to get ahead of potential performance challenges before they’re discovered – the hard way – by your customers.

    Join Jason Bloomberg, president of Intellyx, Trey Kistler, Director, IT eCommerce of Lowe’s and Carl Briscol, VP of eCommerce Technology, Home Depot and Scott D. Lowe from ActualTech Media.
  • How to make the Right CMS Selection: Understanding the Gartner MQ for WCM 2016 How to make the Right CMS Selection: Understanding the Gartner MQ for WCM 2016 Robert Rose Nov 10 2016 3:00 pm UTC 45 mins
    Please note, this webinar has been rescheduled.

    Selecting a Content Management System (or Digital Experience Platform) is one of the most important decisions that a business will make on the path to truly comprehensive digital transformation. One of the most trusted reports for evaluating these platforms is the Gartner MQ.

    Robert Rose, bestselling author and senior analyst at Digital Clarity Group explains what enterprises need to look for within the September 2016 Gartner Magic Quadrant for Web Content Management.
  • How-to: Orchestrating a Customer Experience Across Marketing Channels How-to: Orchestrating a Customer Experience Across Marketing Channels Tanya Osterfield, Digital Marketing Manager, New England Biolabs Nov 10 2016 4:00 pm UTC 60 mins
    Creating outstanding customer experiences can be like conducting an orchestra. Marketing elements, including content, personalization, omni-channel, and commerce, need to fit together in harmony to help you gain customer insight to deliver the right content at the right time.

    Register for this upcoming webinar for a step-by-step tutorial on how to set goals, work cross functionally, harness your data, and sync your channels to improve the customer experience.

    You'll learn how New England Bio Labs integrated its marketing pieces and built a solid foundation that empowered them to capitalize on best-in-class collaboration, support, engagement, and satisfaction.

    You'll also learn:
    • How to set expectations and priorities to orchestrate a strategy for digital maturity
    • How to integrate actionable data from a number of systems
    • Tips for optimizing the interactions that create lifetime customers

    Don't miss this chance to hear practical, real-world advice on building excellent customer experiences!
  • Scaling infrastructure for global multiplayer games without going broke Scaling infrastructure for global multiplayer games without going broke Nelson Rodriguez, Director of Games Industry Marketing, Akamai Technologies Nov 10 2016 6:00 pm UTC 60 mins
    How are you going to reach new players in new regions with your current team and budget? It’s no easy feat, and can be an expensive risk for a new game. You’re stuck between the costs and workload of meeting the needs of new players, and the risks of taking on more infrastructure than your game can support. You might think the promise of the cloud will save the day, but moving from a centralized infrastructure to the cloud can be a massive undertaking, with lots of pitfalls and hidden costs.

    Join us for a deep dive into how some publishers are pushing the limits of technology to deliver great multiplayer experiences globally, without having to scale up their server footprint, or launch a painful, time consuming migration to a cloud infrastructure.

    In this webinar you'll learn:
    * What game mechanics and protocol questions you need to ask when designing your global launch
    * What risks to look out for in terms of network stability and reach in different parts of the world
    * How to mitigate internet roadblocks from a centralized data center

    * Nelson Rodriguez, Director, Games Industry Marketing, Akamai Technologies
    * Vincent Low, Director of Business Development for Gaming, Akamai Technologies
    * Wendy Schuchart, Moderator, VentureBeat

    Register today for this free VB Live event with interactive Q&A session!

    Sponsored by Akamai
  • Easy Data Science Part 2 - Boosting Online Revenue in Real-Time Easy Data Science Part 2 - Boosting Online Revenue in Real-Time Iris Lieuw, SOASTA Data Science Team Lead & Mat Ball, Marketing Manager, SOASTA Data Science Nov 15 2016 6:00 pm UTC 30 mins
    For companies operating online, web speed and performance always impact business outcome. As Cyber-Monday approaches companies are looking to maximize conversion and revenue. Part two of SOASTA’s “Easy Data Science” series illustrates how data science provides a real-time competitive advantage. We’ll show you “how.”

    Join Mat Ball and Iris Lieuw for a tech-talk on how SOASTA data science provides your company a competitive advantage.

    The talk will showcase SOASTA’s data science capabilities for the following outcomes:
    The most accurate alerting for campaigns or heightened periods of traffic, modeled from your entire user-event history
    Real-time visibility into user session paths, allowing marketing and development teams to quickly identify and remediate slow loading pages critical to campaign revenue
    Remedy poor user engagement, site slowdowns, and capitalize on revenue opportunities with total visibility across all of your dimensions (OS, Browser, Device, Geo, etc.)
  • How to make money off of Facebook Messenger How to make money off of Facebook Messenger Stewart Rogers, Dir. of Marketing Technology, VentureBeat Nov 16 2016 6:00 pm UTC 60 mins
    With over 1 billion monthly active users, Facebook Messenger is beginning to change the world for companies looking for ways to connect with, engage, and retain an unprecedented number of customers. And we’re guessing that’s probably you.

    It’s all because of Messenger’s developer tools, which have leapt on the promise of bots for customer service and native payments without ever leaving the platform--and have thoroughly delivered on it. Users stay cozily inside the Messenger platform to play games, search, shop, pay, and more, meaning they’re fully engaged with your brand in multiple ways in a single brand context.

    Facebook’s long-term plan: make Messenger the center of users’ lives. Your short-term plan: start positioning yourself to take advantage of this revolution in messenger tech innovation. Register for this free VB Live event now and learn how you can monetize Messenger.

    In this webinar, you’ll:

    Understand the broader digital wallet strategy to connect with customers through chatbots
    Get valuable tips to spin chatbots into gold
    Learn the biggest mistake organizations are making with payments through Messenger

    * Stewart Rogers, Director of Marketing Technology, VentureBeat
    * Wendy Schuchart, Moderator, VentureBeat

    More speakers to be announced soon.
  • The Dawn Of Anticipatory CX The Dawn Of Anticipatory CX Guest Presenter: Ryan Hart, Principal Analyst, Forrester Research Nov 17 2016 3:00 pm UTC 90 mins
    Welcome to the dawn of anticipatory CX. Customer expectations are rising faster than companies can evolve their value propositions, creating unprecedented urgency among business leaders. Customer experience (CX) professionals need to expand their tool set to allow them to manage customer expectations as early as possible and to build and sustain positive emotional momentum throughout the journey. Join this webinar, to hear our guest speaker Ryan Hart, Principal Analyst at Forrester Research, explain how CX pros can use the power of anticipation and describe the best practices for creating more profound, more compelling experiences that sustain long-term impact.
  • Mobile Moments: Where and How your Brand Fits In Mobile Moments: Where and How your Brand Fits In Ted Schadler, VP & Principal Analyst, Forrester; Scott Anderson, Chief Marketing Officer, Sitecore Nov 29 2016 4:00 pm UTC 60 mins
    Mobile technology has reprogrammed our brains—we turn to our mobile devices the instant we want to know, buy, compare, connect, learn, and more. In a split second, wherever we are, we can tap or swipe our way to satisfaction.
    If your brand isn’t yet delivering experiences in context of these mobile moments, you risk being shunted aside in favor of nimbler competitors. Join us to hear a discussion on how to win on mobile with Forrester Vice President and Principal Analyst Ted Schadler. You’ll learn:

    • What the mobile mind shift means for consumer expectations and business opportunities
    • How to create your own mobile moment journey map
    • Why contextual content improves the effectiveness of mobile moments

    “Mobile” is much more than a channel or device—it’s wherever your digital interactions occur. Register now to hear why effective mobile moments rely on context marketing, how to get started, and what’s required in your technology to deliver mobile content in context.
  • How to Avoid the High Costs of Bad Website Performance How to Avoid the High Costs of Bad Website Performance Tammy Everts, SOASTA Sr. Researcher and Evangelist, Pete Mastin, Cedexis Product Evangelist Dec 7 2016 6:00 pm UTC 60 mins
    Do visitors hate your website's performance? Research shows 43% of website visitors are unsatisfied with website performance.

    In this webinar we'll discuss:
    - The high cost of poor website perforamnce and how even slight delays can lead to lost customers and revenue
    - The challenges of building, managing, and monitoring an online presence while ensuring optimal performance
    - Key strategies and technologies to view performance from a user perspective
    - How leading organizations build high-performance sites
    - The steps needed to become a leader in website performance
  • Strengthening your app monetization super powers Strengthening your app monetization super powers Evan Schuman, Moderator Dec 7 2016 6:00 pm UTC 60 mins
    It takes more than Superman or his Justice League to develop and maintain an effective app monetization strategy. This is especially true in light of a recent report which found that 0.19 percent of all mobile game players contributed 48 percent of revenue. How can one identify the high-spend users while not alienating the remaining percentage that only have potential to spend within the app?

    Ideally, one would customize app strategy according to type of user. Better still, each user would have her own strategy. Unfortunately this isn't a scalable solution to monetization.

    In this webinar, you'll learn to:

    * Customize your monetization strategy so that it's scalable
    * Unlock the revenue potential of lower spending users
    * Attract higher-spend users
    * Negotiate monetization strategies without alienating current users

    * Maximo Cavazzani, founder and CEO, Etermax (Trivia Crack)
    * Wendy Schuchart, Analyst, VentureBeat
    * Evan Schuman, Moderator, VentureBeat

    Register today for this free webinar.
  • Squad goals:  Why cost per lead is failing your lead gen strategy Squad goals: Why cost per lead is failing your lead gen strategy Sam Yount, CMO, LendingTree Dec 13 2016 8:30 pm UTC 60 mins
    Cost per lead. It’s like your basic black dress or suit -- never lets you down and crucial in crunch time. But everything we knew about about lead generation has changed. Marketing now owns most of the IT budget and is on tap for the lion’s share of revenue generation. If we’re supposed to Always Be Closing, the marketing team is on the line to deliver qualified leads with high ROI. That’s where we start to get into trouble.

    The new world order has moved way past cost per lead into outcome-based performance. It’s not quantity anymore -- it’s quality. How do you pull your marketing lead generation strategy out of this paradigm? We’re going to walk you through it in this free and interactive executive session with VB’s own director of marketing technology, Stewart Rogers, and his panel of lead generation and demand generation experts.

    In this webinar, you will:

    * Understand how to move past quantity and generate quality opportunities
    * Build the right marketing KPIs for defining lead quality and lead conversion
    * Define a conversion strategy that builds retention

    Speakers include:

    * Sam Yount, CMO, LendingTree
    * Jason John, CMO, Publisher's Clearing House
    * Stewart Rogers, Director of Marketing Technology, VentureBeat
    * Wendy Schuchart, VentureBeat