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Customer Experience

  • The Importance of Communicating with Images and Video
    The Importance of Communicating with Images and Video Ryan Knott, TechSmith Corporation Recorded: Dec 14 2017 56 mins
    Humans are hardwired for communicating with visuals. Learn some eye-opening statistics on engagement with video and images, as well as some best practices for improving your marketing and social media videos. Learn how you can use video and visuals to better engage your customers.

    Join Val Swisher, sitting in for Scott Abel, The Content Wrangler, and Ryan Knott, Public Relations Specialist at TechSmith, for this free, one-hour webinar. Attendees will learn why visuals and video are so important to your marketing content, why perfection is killing your marketing videos, and three easy ways to improve your video process.
  • Tracking and Controlling Technical Documentation Projects
    Tracking and Controlling Technical Documentation Projects Barry Saiff, Saiff Solutions Recorded: Dec 14 2017 59 mins
    Ten years ago, The Content Wrangler published details about a survey that found most documentation managers don’t use metrics as a performance measure. Has that changed? Have documentation managers stuck to their old, metric-less ways, or have they all become “quants” in 10 years’ time?

    Join Paul Perrotta, sitting in for Scott Abel, The Content Wrangler, and his special guest, Barry Saiff, CEO of Saiff Solutions. Barry is the author of The Seven Habits of Highly Effective Technical Communications Leaders, and a 30-year veteran documentation leader. He will lead a discussion about the ins and outs of calculating costs and return on investment for documentation projects.

    Attendees will learn from the results of a real-world case study of a technical documentation project that required technical writing, technical illustrations, and a couple of key metrics: cost per page and pages per date. You’ll learn how difficult it was for the team to track, calculate, and report these seemingly simple numbers and how they overcame these challenges. You’ll discover the connection between measurement and process design and learn valuable lessons that should help you avoid getting lost in the weeds of data- and cost-tracking.
  • Microsoft Teams & Skype for Business - the road ahead for collaboration
    Microsoft Teams & Skype for Business - the road ahead for collaboration David Branscome, Microsoft | David Tupling, IR Recorded: Dec 14 2017 61 mins
    When Microsoft launched Teams in 2016 many wondered what this would mean for Skype for Business. Join us to hear from Microsoft's David Branscome on the road ahead for Intelligent Communications and collaboration.
  • Prognosis for UC Deminar (December)
    Prognosis for UC Deminar (December) Chuck Geisler, Senior Solutions Engineer Recorded: Dec 13 2017 35 mins
    Join our monthly live demo webinar, hosted by an IR Solutions Engineer with live Q&A.
  • How to Think Systematically About Tone for Your Content
    How to Think Systematically About Tone for Your Content Pierre Gagnier, ADP Recorded: Dec 12 2017 57 mins
    Are you thinking about incorporating tone into your content strategy? If so, you've probably seen how confusing this topic can be.

    We know, because we are human beings, that language can misfire. Tone is where understanding and emotion come together – and sometimes that’s messy.

    Join Paul Perrotta, sitting in for Scott Abel, The Content Wrangler, and his special guest, Pierre Gagnier, Content Strategist at ADP Innovation Lab, for this free, one-hour webinar. Pierre will show you how a team of researchers at ADP were able to tame some of the trickiness of tone and measure its impact. What they learned will help you to make sense of tone and change it from a source of risk into a tool for creating effective content.

    Attendees will learn about 1) a simple, workable set of definitions that you can use to promote shared understanding among stakeholders of what tone is; 2) A framework for identifying and applying tone attributes so that you can create a foundation for consistent practice, and 3) Some typical factors that will help you to see how tone can go awry and will help you create your own risk factors.


    Pierre Gagnier is a content strategist at ADP's Innovation Lab in New York. He works extensively with user experience researchers to help ADP web and mobile product teams align their content strategies consistently with users' realities.
  • Copywriting to Content Design: Creating Content That Delights
    Copywriting to Content Design: Creating Content That Delights Padma Gillen, Scroll UK Recorded: Dec 12 2017 57 mins
    In 2013, GOV UK, the government services website for the United Kingdom, won the prestigious D&AD Black Pencil for its contribution to moving content forward as a design discipline. Since then GOV UK has been name-checked and modeled around the world as *the* way to do public sector content. And yet, aside from those who are really “in the know,” the practice of content design is still little known outside of government content circles. And inside of government, many people talk about it, but not many know how to do it well.

    Join Paul Perrotta, sitting in for Scott Abel, The Content Wrangler, and his special guest, Padma Gillen, of Scroll UK, for this free, one-hour webinar. Formerly Head of Content Design for the UK's Government Digital Service, Padma has been at the heart of this emerging discipline since its earliest days. He now teaches others how to do it, and helps organizations rebuild their entire content function around the principles of user needs, designing with data and agile content production.

    In this webinar, Padma will introduce you to these principles and explain how to incorporate them into your approach. Attendees will learn how to place the needs of users at the heart of your content strategy, apply agile methods to content production, and learn to understand the governance models needed to improve your content significantly.
  • Enabling DevOps in a Customer-driven Marketplace - A Templated Approach (Part 1)
    Enabling DevOps in a Customer-driven Marketplace - A Templated Approach (Part 1) Althaf Ali - DevOps Solutions Architect, Sridhar Prabhakar – Sr. Software Engineering Consultant Recorded: Dec 12 2017 51 mins
    '4 Dimensions of DevOps' is a webinar series demonstrating various aspects of DevOps implementation in a Digital era.

    This Part 1 of the webinar series discusses a templated approach towards enabling end-to-end DevOps in a customer-driven marketplace. Any organization trying to introduce a change in their old-school processes and tools will adopt DevOps pipeline automation to enable faster and smoother software delivery.

    In this webinar, we will help you explore tools and techniques to build a release plan that suits your needs. Key takeaways:

    • Typical challenges in DevOps implementation processes and how to overcome them.
    • Industry leading tools and techniques to achieve smooth releases.
    • Rough estimate and ROI analysis for implementing an improved release planning.
    • Release planning templates that can be readily applied for typical use cases.
  • Contact Center Journey - From Here to Where?
    Contact Center Journey - From Here to Where? Frank Tersigni, Chief Customer Officer, Altivon Recorded: Dec 12 2017 60 mins
    Join us for a deep dive into 3 top trends in the contact center. Each trend will be explored on its own and then brought together at the end in a picture of what is actually happening in contact centers today.

    Chatbots seem synonymous with artificial intelligence and are certainly sparking the imagination. We will explore the reach of AI in the contact center, both obvious and subtle.

    OmniChannel success is in the eye of the beholder. From a customer experience perspective, it requires more than channel choices. Learn about the implications for your center.

    Cloud is the favorite child today, but does it make sense for your organization? Learn some of the questions you need to ask to determine your best deployment strategy (cloud, premise, hybrid).
  • Enabling Content in Chatbots and AI: Modeling Microcontent Structure for DITA
    Enabling Content in Chatbots and AI: Modeling Microcontent Structure for DITA Steve Manning, Precision Content Recorded: Dec 12 2017 58 mins
    We’ve all heard about the benefits of content modeling and structured content for technical information. We’ve implemented DITA or other topic-based strategies to break content into smaller blocks to manage and publish, but topics are not small enough.

    But the addition of Bots, voice-enabled interfaces, and AI means we must change the way we structure content. We are moving from a broadcast style of communication – publish and hope for the best – to a more conversational style of communication. More question and answer. This imposes requirements on the content models you need to create if you want to talk to the Bots. We must be more granular in our models. We need to implement Microcontent.

    Join Val Swisher, sitting in for Scott Abel, The Content Wrangler, and her special guest, Steve Manning of Precision Content, for this webinar. Steve will discuss how new technology will change the way we approach content and the topic-based approach to deliver what you need for the new technology challenges. Steve will work through a different approach to the content that focuses you more on reader outcomes how that affects your content models. Attendees will learn how deep into their content then need to model to get the most from chatbots, voice-enabled systems, and ultimately AI.

    Attendees will also learn 1) Why traditional topic-based DITA is not granular enough for the future; 2) How microcontent is a better approach to future-proof your content, and 3) How to use user outcomes to drive models and granularity.
  • The Insurance Industry is no longer on Island Time
    The Insurance Industry is no longer on Island Time Brian Williams, CEO of Saxon Insurance | Sam McGuckin, EVP Capgemini | Jeff Wargin, VP Product Management Recorded: Dec 8 2017 58 mins
    In the Cayman Islands there is a cutting-edge carrier driving big results with it's end-to-end cloud model, capturing 25% market share in its first year of operations.

    Join Digital Insurance, Capgemini and the CEO of Saxon Insurance, who's innovative technology is receiving international recognition to discover how the latest technologies, paired with the expertise of the right implementation partner can empower carriers of all sizes to grow, scale and exceed customer expectations.
  • Become a Force in Customer Engagement
    Become a Force in Customer Engagement Ari Weil, Sr. Director, Industry Marketing, Akamai Recorded: Dec 7 2017 45 mins
    Digital disruption is creating opportunities and very real challenges for businesses large and small. Industry leaders understand that connecting with customers through the best digital experiences is key to competing in today’s marketplace. And laying the foundations for how those connections will evolve is even more critical to creating opportunities tomorrow. Hear from Akamai about the disruptive trends and digital innovations that will make you a customer engagement Jedi master.
  • Your Customers: Your Top Marketing Asset
    Your Customers: Your Top Marketing Asset Janelle Johnson VP, Demand Gen at BirdEye Recorded: Dec 7 2017 23 mins
    Your Customers are your top marketing asset. In today's webinar, we'll be focusing on building your reputation and increasing your social reach—and revenue—via your customers.

    Companies have always had to keep up with consumer trends, but today’s digitally connected customers pose a new predicament: they not only want the best products and services, they have access to more information than ever to help them determine the best.

    Marketing taglines mean nothing to them. When selecting a business, customers trust the word of their peers above all else: 92% of people are more likely to trust a recommendation from another person over branded content. The Voice of the Customer is what sells.

    We look forward to having you join us as we provide tips and tricks on how to:

    -Engage your customers
    -Best utilize that engagement to acquire more customers
  • The future of Customer Engagement: accelerate transformation - DEC 7, 2:00 pm ET
    The future of Customer Engagement: accelerate transformation - DEC 7, 2:00 pm ET PAUL GREENBERG, Managing Principal of The 56 Group, LLC; Co-presenter: Matt Tharp, Chief Evangelist at bpm’online Recorded: Dec 7 2017 76 mins
    Bpm'online invites you to a free webinar “The future of customer engagement: accelerate transformation” with Paul Greenberg, one of the most influential CRM industry experts, as a guest speaker.

    According to a recent study, 84% of businesses claim that Customer Engagement will overtake productivity as the primary driver of growth.

    Bpm’online has invited Paul Greenberg, one of the most influential CRM industry experts, to share his vision on the future of customer engagement and how intelligent technology will help organizations more effectively fulfill expectations of digital-savvy customers.


    ●Best practices in building a customer-focused digital organization.
    ●How to align all business processes around your customer to drive customer loyalty.
    ●How understanding customers' needs, expectations, and behaviors helps close the gaps in performance, personalization, and trust.
    ●Future outlook on customer engagement success.
    ●Technologies to enable faster transformation across various business units.

    Featured Guest Speaker: PAUL GREENBERG, Managing Principal of The 56 Group, LLC
    Co-presenter: MATT THARP, Chief Evangelist at bpm’online

    Don't miss out on hearing Paul Greenberg sharing his expertise on how to take Customer Engagement to the next level!
  • Building Your Digital Contact Center Strategy in the Age of the Customer
    Building Your Digital Contact Center Strategy in the Age of the Customer Wil Patterson, Nicole Sult, Justin Robbins (Moderator) Recorded: Dec 7 2017 61 mins
    In this webinar, Justin Robbins will share recent research on the state of technology in contact centers, review key principles for migrating from the analog to digital contact center environment, and provide tips and advice on preparing your agents to thrive in this new environment. You’ll also hear from contact centers that have successfully made the transition—they’ll share how they did it, and they’ll share the lessons they learned along the way.

    Who should attend:
    * Contact/call center directors, managers, and supervisors

    What you will learn:
    * How to communicate the digital contact center’s value to your agents – including their role in customer service excellence
    * How to prepare agents to interact across multiple customer contact channels
    * How to make your transition a success, based on real examples and best practices from leading contact centers

    By submitting this form, you agree to have your contact information, including email, passed on to the limited sponsors of this event/asset for the purpose of following up on your interests.
  • Meet the Team and Learn How to Support IoT with Bizagi
    Meet the Team and Learn How to Support IoT with Bizagi Laurie Sinnett, Senior Solutions Consultant, Bizagi Recorded: Dec 7 2017 62 mins
    Find out how to use Bizagi to connect to your ‘things’ and manage sensor data to inform decisions across the business.

    Watch now to see how Bizagi can help you:

    •Communicate with your devices and “things”
    •Automatically initiate critical processes such as maintenance
    •Provide contextual data to the business in real time
    •Unlock phenomenal business insights
  • Stop losing game revenue and players to cyber attacks
    Stop losing game revenue and players to cyber attacks Ryan Safarian, VP of Engineering, JumpRamp Games Recorded: Dec 6 2017 61 mins
    Cyberattacks cost companies over $1 million per day and the video game industry is being targeted more than ever. The global audience is huge and growing across demographics. The number of platforms, from personal computers, consoles and hand-helds to smartphones and tablets, makes a smorgasbord of vulnerable users.

    And then the bad guys get to work. Accounts are hacked to rip off virtual items your users have invested time and money on, and real-world identification and financial information is harvested for sale. All told, DoS attacks piss off users and drop game income, and more.

    Game publishers and developers are the ones who end up shouldering the blame, taking massive financial and reputational hits. But there are increasingly sophisticated ways to lock out the hackers, keep your users safe, and your intellectual property secure.

    Join this VB Live event to learn from digital security experts about the four key perimeters of defense, how to proactively secure your environment, and protect against the increasing number of hacks, DDoS attacks, and more.

    Register here for free.

    You’ll learn about:
    * How to prevent data breaches, SQL injections, cross-site scripting, remote file inclusion, and other cyberattacks.
    * Integrating cloud and on-premises solutions
    * How to handle larger, Internet-scale attacks
    * Preventing the reputation hit that hacked accounts or downed sites bring

    * Ryan Safarian, VP Engineering, JumpRamp Games
    * Arash S.Haghighi, Manager of Infrastructure, Smilegate West
    * Dean Takahashi, Lead Writer, GamesBeat, VentureBeat
    * Rachael Brownell, Moderator, VentureBeat

    Sponsored by Akamai
  • GDPR Puts Your Translation Supply Chain at Risk. Are you Ready to Respond?
    GDPR Puts Your Translation Supply Chain at Risk. Are you Ready to Respond? Katie Rigby-Brown, VP Global Financial Services, SDL, Tim Walters, Ph.D., Digital Clarity Group Recorded: Dec 5 2017 57 mins
    The EU GDPR is the new European framework for data protection, designed to harmonize data privacy laws across Europe and give greater protection and rights to individuals.

    This new regulation requires organizations to be held to greater accountability for how they handle personal data. And because it applies to any organization that collects, manages and processes personal information and monitors the behavior of European citizens regardless of their location, it applies to organizations around the globe.

    To date, much focus has been placed on the impact this will have on the role of marketers. However, with the vast amount of data sent out to third parties for translation, the translation process may put many firms at risk of non-compliance - and potential fines of 4% of annual turnover.

    In this webinar, Tim Walters of Digital Clarity Group and SDL’s Katie Rigby-Brown will share practical insights for organizations that suspect or know that they send personal information out as part of the translation process.

    What you will learn:

    •Key factors you need to know about the EU data protection
    regulation changes.
    •Why language can pose a hidden organizational risk.
    •Insights into how other organizations are securing their translation
    supply chain.
    •Questions you need to ask your Language Service Providers to
    ensure their compliance standards are not exposing you to risk.

    All registrants will receive a free copy of SDL's “Translation Supply Chain Readiness Assessment” to help identify potential areas of risk in their organizations.
  • Digital Financial Interactions for Millennials | MBFlix - Episode 3
    Digital Financial Interactions for Millennials | MBFlix - Episode 3 Robert Wint, Temenos' Senior Product Manager, Srini Peyyalamitta, VP, BFS at Aspire Systems Recorded: Dec 5 2017 5 mins
    Robert Wint, Temenos' Senior Product Manager in the 3rd episode of the MBFlix series, explains how banks need to be digitally ready for millennials with a platform that can contextualize, personalize and be device friendly.
  • Lessons Learned from the Trenches Deploying O365 & SD-WAN
    Lessons Learned from the Trenches Deploying O365 & SD-WAN Ramesh Prabagaran, VP of Product Management/Marketing & Lloyd Noronha, Head of Global Marketing Recorded: Nov 30 2017 44 mins
    In this webinar, we will discuss lessons learned and best practices from customers that have gone through the journey of deploying O365 and SD-WAN.

    Key Takeaways:

    - Traditional networks significantly affect O365 performance, and how SD-WAN changes it
    - Enterprises overlook the importance of strategically placing cloud gateways
    - The tradeoffs among reliability, performance and user-experience when architecting the WAN for your cloud
  • Automating Dynamic Web Content Delivery via Taxonomies with SDL Tridion Sites
    Automating Dynamic Web Content Delivery via Taxonomies with SDL Tridion Sites Anders Øvreberg, Digital Communications Manager, DNV GL, Arjen van den Akker, Product Marketing Director, SDL Recorded: Nov 30 2017 61 mins
    Anders Øvreberg, Digital Communications Manager at DNV GL, has worked with SDL Tridion Sites since 2002 and as such can be considered a true Web Content Management (WCM/CMS) veteran.

    During this session Anders will talk about their 15 year journey with the product covering topics such as:

    • Their innovative taxonomy driven approach towards delivering targeted, relevant, fully dynamic web experiences.
    • The consolidation of five Content Management Systems into one.
    • Managing a complex online rebrand.
    • Relaunching websites in more than 36 locales and 18 languages.
    • Building microsites.

    We’ll also provide you with a brief overview of SDL Tridion Sites, part of the SDL Tridion DX suite.

    Keen to learn more? Don’t miss out on this opportunity and join us on November 30.
  • Understanding Digital Transformation
    Understanding Digital Transformation Tim Gogal, Director US East Digital Engagement, Avaya Recorded: Nov 29 2017 60 mins
    As customer service professionals, we sit in the midst of the most important paradigm shift within the industry today – the Digital Transformation. This shift has brought more focus on and relevance of the business potential of contact centers than ever before. In this session, we’ll take a look at why Digital Transformation matters, what it means, and how organizations are successfully redefining their contact centers for extended reach and impact. No longer can we hide behind old technological limitations that may have prevented responsive, personal interactions. Today customers are demanding great experiences and are driving change. Either we give them the TLC they are looking for…. or our competitors do it for us.
  • Millennialization of Everything in Banking | Millennial trends
    Millennialization of Everything in Banking | Millennial trends Jeremy Balkin, Chief Innovation Officer, HSBC & Srini Peyyalamitta, VP, Banking & Financial Services, Aspire Systems Recorded: Nov 29 2017 34 mins
    The Millennial generation in the US account for almost 1/3rd of the country’s population. The best banks for millennials are the ones that have embraced the millennial banking revolution and are providing easy banking experiences to millennials. What really constitutes the millennial banking recipe according to Jeremy Balkin, a renowned Banking Chief Innovation Officer and an author of the award winning book “Millennialization of Everything” ? – You are now watching the second episode of the Millennial Banking Flix.
  • A Search Experience that Answers Back
    A Search Experience that Answers Back Karl Hampson, Managing Director, AI and Palak Patel, Sr. Digital Strategist at Solstice Recorded: Nov 28 2017 30 mins
    You only get one chance to make a first impression. For many brands, search is that first impression.

    As organizations look for key opportunities to pilot AI projects, embed intelligence into their customer journeys and transition to two-way conversational experiences, there’s no better place to start than the search box.

    Join Karl Hampson, Managing Director, AI and Palak Patel, Sr. Digital Strategist at Solstice, as they detail how enterprises are elevating their search experiences by replacing the search box with AI-powered conversational interfaces to better serve their customers needs.

    Webinar attendees will gain key insights on:
    - The current state of search experiences with the end of Google Search Appliance
    - The rise of natural language interactions and conversational UX (chatbots, voice, etc.)
    - A clear path towards a fully AI-driven search experience
    - And much more!
  • Skype for Business & Microsoft Teams - Tales from the front line with Insync
    Skype for Business & Microsoft Teams - Tales from the front line with Insync Matthew Jackson, Senior solutions engineer IR / Damien Margaritis, Practice Manager Modern Workplace, Insync Technology Recorded: Nov 22 2017 30 mins
    Join to hear the latest on Skype for Business and Microsoft Teams.The differences how they will work together, common implementation problems and managing adoption. Hear user stories from Microsoft Australia partner of the year award winner Insync Technology.
  • Preparing Your Content for the Future: Bots, Machine Learning and AI
    Preparing Your Content for the Future: Bots, Machine Learning and AI Steffen Frederiksen, DitaExchange Recorded: Nov 16 2017 59 mins
    Are you ready for how AI, machine learning, and other future technology will affect content development?

    The database revolution changed our relationship to data, making it reusable for different target audiences, contexts and situations. It also made it ready for flexible delivery to different apps and across many different platforms and media. But somehow these outcomes never fully transferred over to content. How can we bring this same revolution to content and win the same kind of enormous improvements that would prepare us for the future?

    Structured content management enables organizations to store, organize and build their content so that pieces are easily discoverable, reusable, reconfigurable and adaptable. It provides the perfect solution for constructing large, complex documents, but also for delivering modular content to chatbots, portal sites, and mobile apps. But, more importantly, it is also key to future-proofing your content for emerging technological trends.

    Join Paul Perrotta, sitting in for Scott Abel, and his special guest, Steffen Frederiksen, Founder and CSO of DitaExchange, for this free one-hour webinar. Attendees will learn what structured content management is and how it works. They will understand what benefits structured content can have for writers, project managers, business owners, IT departments and content consumers. They will also learn how to prepare their content to be fed into new technologies with practical examples from the field.
  • Onboarding, Cross-Training, Hiring and More!
    Onboarding, Cross-Training, Hiring and More! Zack Jalbert, Senior Manager - Customer Care, Total Wine Jan 9 2018 7:00 pm UTC 60 mins
    Are you building a contact center culture that the right people want to be a part of? We are under constant pressure, as leaders, to engage our employees, drive productivity, and meet business goals. If you have the right people, you can easily achieve it all.

    Join us for “People, People, People: The Importance of Attracting and Retaining the Right People.” During this webinar, we will discuss how you can think differently about your people programs, how to increase retention, and how to drive better engagement. Hear the challenges your peers are facing and how they address with key solutions.

    Join us to discuss:

    • Making better use of your current resources without depleting them
    • New techniques to ensure your people are happy and committed
    • How your peers are dealing with this same issue and how it's making an impact on their business
  • The Future of Banking
    The Future of Banking Jared Johnson, Principal digital Strategist at Solstice and Steve Furman, Director of Digital Experiences at Discover Jan 11 2018 6:30 pm UTC 30 mins
    The idea of "wherever, whenever" banking has forever changed how consumers expect to bank and borrow, and today's emerging technologies like conversational agents are only adding fuel to that fire.

    As the ante continues to be raised by those inside and outside of the sector (read Amazon, Uber, and Apple just to name a few), financial institutions are working harder than ever to quickly deliver compelling, simplified, and differentiated digital experiences that translate into customer loyalty.

    On this webinar, Jared Johnson sits down with Discover's Director of Digital Experiences, Steve Furman, to discuss:

    - Why retail banks and lenders must re-imagine customer experiences across the entire customer journey
    - The importance of introducing new digital products and services to stay competitive in today’s changing world
    - How retail banks should look to tackle digital transformation from the inside-out
    - And much more!
  • A Web Content Management (WCM) Market and Vendor Overview with Ars Logica
    A Web Content Management (WCM) Market and Vendor Overview with Ars Logica Tony White, Founder & Industry Analyst, Ars Logica, Arjen van den Akker, Director Product Marketing, SDL Jan 16 2018 4:00 pm UTC 60 mins
    Since the 1990s, Ars Logica founder and industry analyst Tony White has kept close tabs on the WCM market. On this webinar, Tony will share some of his knowledge and provide you with a comprehensive overview of WCM market, covering:

    • WCM trends and key drivers in the market.
    • Best practices for a successful WCM purchase and (re)implementation.
    • Findings from his Compass Guide to WCM, Q4 2017, covering the SDL solution in more detail.
  • In Case You Missed It in 2017: The Velocity of Change
    In Case You Missed It in 2017: The Velocity of Change Roy Atkinson Jan 16 2018 6:00 pm UTC 60 mins
    "Change has never happened this fast before, and it will never be this slow again." –Graeme Wood

    Both the scope and velocity of change in the business world are at unprecedented levels. Technology is emerging and evolving faster than ever, and the ways business is getting done are changing almost daily. As technology changes, so do the goals, objectives, and capabilities of business units, including IT and technical support.

    In 2017, we saw the rise of bots and the promise of AI take center stage, causing disruption in how service management and support move forward. New and/or revised frameworks for accomplishing the work arose. The skills needed for the future are not the same skills that have served the industry well in the past. Metrics and measures are changing. Customer expectations are changing.

    As we begin the new year, decisions are being made about where to spend or withhold spending, about what technologies are necessary, and about how to be prepared and properly skilled to take on the continual state of change that is now the norm. In this webinar, we will explore some of the changes that surfaced during the past year and will impact the industry in the near term.
  • SDL Tridion DX - A New Paradigm for 4.0 Manufacturers
    SDL Tridion DX - A New Paradigm for 4.0 Manufacturers John Dillon, VP Product Management, SDL, André Schlotz, VP Global Automotive & Manufacturing Solutions, SDL Jan 23 2018 2:00 pm UTC 60 mins
    Learn about SDL’s new approach to unified content delivery in the 4.0 industry era. You’ll discover how our newly announced SDL Tridion DX product suite provides unique capabilities for manufacturing companies to manage and deliver content to any device, in the right context, in the user’s native language and at the right point in time.
  • The 3 Must-Haves on the Path to a Better Customer Journey
    The 3 Must-Haves on the Path to a Better Customer Journey Alton Harewood, Solutions Consultant, 8x8 Jan 30 2018 7:00 pm UTC 60 mins
    As customer loyalty is tested by limitless options, the need to understand and manage the customer journey has become essential to competitive differentiation. And far from being the domain of only large corporations – organizations of all sizes must now seek to gain insight into how customer experience is executed and ways to improve.

    Join contact center veteran Alton Harewood along with an 8x8 customer to hear how the fundamental building blocks of CX strategy are being used today, as well as which technology enablers provide the insight and oversight needed to adjust and administer the modern customer engagement team.