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Customer Experience

  • Best Practices to Increase Self-Service Success on Your Support Portal
    Best Practices to Increase Self-Service Success on Your Support Portal
    David James, Director, Product Marketing, Coveo Recorded: Dec 6 2018 37 mins
    It’s no surprise when it comes to resolving issues and finding information, customers prefer self-service. And organizations prefer it because it dramatically reduces support costs. But if you want to make great self-service a reality on your support portal, you need to give customers an intelligent and intuitive search experience and proactively recommend content that can help.

    Join us for this live webinar to learn the 6 best practices to increase self-service success & boost case deflection.

    In this webinar, we will:

    -Dive into what great self-service looks like and show you the formula for creating relevant support experiences
    -Share case study examples of successful support portals and communities using Coveo
    -Answer questions about AI-powered search capabilities

    If you’re a Customer Service Innovator, a Community Manager, or interested in the latest self-service trends, you won’t want to miss this info-packed session on the the power of AI-powered search to boost customer self-service.
  • Cloud Migration: Avoiding Common Pitfalls to Accelerate Adoption
    Cloud Migration: Avoiding Common Pitfalls to Accelerate Adoption
    Graeme Burton, Group News Editor, Computing (moderator) Paul Chapman, CIO, Box Angelo Crippa, EMEA Enterprise Business Develo Recorded: Dec 6 2018 50 mins
    Organisations have been moving to the cloud for at least five years, and probably talking about it for at least 10. With most of us familiar with the benefits of cloud services, why is the process of moving to the cloud still considered by some to be a challenge?

    Computing's Group News Editor, Graeme Burton is joined in the studio by Box's CIO, Paul Chapman, Angelo Crippa, EMEA Enterprise Business Development Leader at AWS and Peter Gothard, Technology Analyst at Computing.

    In this webinar, you'll hear some great insights and thoughts from the panel on:

    - The common pitfalls and hurdles when moving to the cloud
    - The different approaches and resulting opportunities
    - Enterprise-wide adoption of cloud technologies at an end-user level
    - The way cloud technology is affecting the key roles of CTOs and CIOs
  • In WFM Apps We Trust!
    In WFM Apps We Trust!
    Brandon Rowe, Sr Manager - Product Marketing, OpenText Recorded: Dec 5 2018 53 mins
    Attracting and retaining agents can be a cumbersome task for contact centers. In many ways, they (agents) expect a blending of their work and personal lives. A WFM mobile app keeps agents engaged, provides a better work-life balance, and ensures time management and collaboration, while giving supervisors and analysts the ability to quickly identify problems and take action to ensure proper staffing and service levels are met.

    Join us as we discuss how intraday management with a mobile app is helping contact centers to connect and empower their agents.
  • Power of Machine Learning in Customer Segmentation
    Power of Machine Learning in Customer Segmentation
    Anand Subramaniam, Principal Architect - ML & AI Recorded: Dec 5 2018 15 mins
    Customer Intelligence helps retailers create an ideal customer profile, predict their wants and dislikes and engage customers at an emotional level. It also gives a better insight into the customer persona thus enabling improved targeted marketing and better analysis of customer complaints.

    Key Takeaways:

    Understand Customer Behavior
    Map Customer Journey
    Personalized Recommendation
    Predict Customer Segmentation with RFM
  • RGPD Vs CLOUD Act - Comment vous y retrouver?
    RGPD Vs CLOUD Act - Comment vous y retrouver?
    Elena Gilotta, Director, Data Privacy, Box & Adrien Boulad, EMEA Strategic Accounts, Box Recorded: Dec 5 2018 43 mins
    Le RGPD (Règlement général sur la protection des données) a obligé de nombreuses organisations à se concentrer sur la protection et la confidentialité des données. Ces organisations ont relevé le défi et ont considérablement affiné leurs règles de conformité. Cependant, la compréhension de cette régulation est devenue confuse avec l’arrivée, en mars de cette année, de la loi clarifiant l’utilisation licite des données à l’étranger, ou plus simplement de la loi CLOUD Act.

    Fondamentalement, la loi CLOUD Act constitue la première étape pour que le gouvernement américain accélère le processus de simplification de l'accès aux données détenues par tout fournisseur de services basé aux États-Unis, partout dans le monde.

    Alors, quel est l'impact sur les organisations européennes? La loi CLOUD Act change-t-elle tout et remplace-t-elle le RGPD?

    Au cours de ce webinaire, vous allez

    - Découvrir ce qu'est le Cloud Act en termes d'impact et sa dimension
    - Identifier les rapports entre la loi CLOUD Act et les lois européennes sur la protection des données et leurs limites
    - Découvrir comment les services Box peuvent vous aider à être en conformité avec RGPD et à d’autres obligations en matière de confidentialité.
  • A Walk in The Clouds: The Modern Customer Experience
    A Walk in The Clouds: The Modern Customer Experience
    Jacqueline Touma, Sandy Mathis, Amy Protexter, Razia Richter Recorded: Dec 4 2018 60 mins
    The customer expects fast, personal and engaging experiences, integrated and aligned across touch points in real time.

    The Cloud brings along a paradigm shift in the way customers interact with the businesses and what businesses must be prepared for. Understand what the Modern Customer Experience is and how content and customer analytics are keys to success.

    Organizations need to have the right tools to capture feedback and provide needed content at each point in the life cycle.

    Learn more from our Panel of experts as they share their experiences, best practices, and lessons from leading Companies.
  • Workforce Shift Scheduling: Turning a Task into a Strategic Advantage
    Workforce Shift Scheduling: Turning a Task into a Strategic Advantage
    Mollie Lombardi, CEO and Co-founder - Aptitude Research Partners Recorded: Dec 4 2018 62 mins
    The schedule is at the center of life for many organizations. Who needs to be where and when is the foundational construct of running a business. And particularly in organizations with large amounts of hourly staff, or multiple shifts, making sure people show up as needed can be the difference between productivity and standstill.

    In today’s world, simply executing an accurate and effective schedule is not enough. Scheduling has become a strategic element of the employer employee relationship, and a key translation point between business strategy and execution. By using tools to make the scheduling process more manageable for administrators, more interactive for employees, and more informative for the business, organizations can leverage the time and investment it takes to create schedules to deliver value far beyond the tactical.

    Join Mollie Lombardi, Co-founder of Aptitude Research Partners, she explores the impact of automation integration mobile tools in the consumerization of technology are impacting not only how organizations create schedules in all environments from simple to highly complex and regulated, but the user experience for both employees and executives.
  • How esports can combine old and new monetization models to reach new heights
    How esports can combine old and new monetization models to reach new heights
    Dean Takahashi, Lead Writer, GamesBeat Recorded: Dec 4 2018 60 mins
    Money is pouring into esports. There are more players, more games, more viewers, and bigger prize pools — and companies are taking note. Investment is coming from all angles, and everyone is looking for a piece of the pie. But many of the existing monetization models of esports only seek to follow the tried and true formats from traditional sports.

    There is a lot for the video game industry to learn from the legacy sports broadcast model; but there’s a catch: The video games industry uses some of the world’s most advanced interactive technology to create some of the world’s most compelling entertainment experiences.

    So why would we just do it the same way as before? The answer? We probably won’t. Not for long at least.

    In this special session, our panel of experts will unpack the old and the new of esports, and explore where genuine innovation may come from in the future. We’ll discuss how to get the most out of traditional methods, and how some companies are experimenting with new approaches to engaging with audiences and driving revenue.

    Register now to join us for free.

    Attend this webinar and learn:
    * How the current esports model stacks up against traditional sports, and where the money is coming from now
    * The new technologies that will change the existing business model
    * The difference between formal esports and personalized broadcasting — and what those differences mean for your bottom line

    Speakers
    * Jonathan Singer, Industry Strategist, Akamai
    * Robb Chiarini, Director esports, NCSA at Ubisoft
    * Dean Takahashi, Lead Writer, Gamesbeat
    * Kent Wakeford, Co-founder and COO, Gen.G

    Sponsored by Akamai
  • Make Web Experiences Personal: Use AI to Inject Relevance into Every Interaction
    Make Web Experiences Personal: Use AI to Inject Relevance into Every Interaction
    Simon Langevin, Product Manager, Coveo Recorded: Nov 29 2018 36 mins
    Manually personalizing your digital experience for every website visitor is near impossible. Having your team track, update, and deliver the most relevant content, the moment it’s needed, is just not feasible. This approach can lead to inconsistent and unreliable experiences for customers, places unnecessary burdens on marketing and web teams, and significantly increases cost of operation. Smarter, automated, and more scalable technologies are necessary to both satisfy today’s relevance-seeking customers and stay ahead of competition.

    This webinar reveals best practices on how to inject relevance and personalization into your website experience. We’ll demonstrate how companies are using AI-powered search and recommendations to leverage the intent and information behind every touch point of the web journey to drive contextual and personalized experiences that:

    -Increase conversion rates by providing relevant search results
    -Increase website engagement through proactive recommendations
    -Drive higher customer lifetime value
    -Empower your marketing team with insights on your visitors’ content consumption and trends


    You’ll also get a peek at AI-powered strategies that pacesetter companies are using to deliver relevance at every touchpoint.
  • Regulation, Innovation & Financial Services: Leveraging new tech for better KYC
    Regulation, Innovation & Financial Services: Leveraging new tech for better KYC
    Parker Crockford, Director of Policy & Strategic Accounts, Onfido & John Beccia, co founder and CEO, FS Vector Recorded: Nov 29 2018 45 mins
    Identity fraud cost the United States $16.8 billion in 2017. For Financial Services, the issue is acute. Thanks to a recent spate of data breaches, SSNs and other traditional identifiers are no longer fit for purpose. But without identity verification, new customers can’t be onboarded.

    Increasingly strict KYC and CDD regulations are raising fresh challenges. Add too much friction, and the user experience suffers. New solutions will need new thinking – and new technologies.

    Join this webinar to learn:

    - How new regulations like NIST, the Banking Reform Act and GDPR are driving disruption in financial services
    - How financial services can leverage new technologies like biometrics, AI and machine learning for more scalable and secure digital onboarding
    - Why passive data proofing is no longer enough – and which authentication approaches to avoid
  • From marketing campaigns to insight-driven, contextual customer interactions.
    From marketing campaigns to insight-driven, contextual customer interactions.
    Brandon Purcell, Principal Analyst at Forrester Research and Steven Noels, Chief Technology Officer at NGDATA Recorded: Nov 29 2018 57 mins
    With so much data at our fingertips, why are marketing campaigns so much less effective today than ever before, at acquiring and retaining customers? It’s because consumers are more distracted, and they’re being marketed to with little relevancy. In order to stand out, you need to deliver personalized and context-driven interactions with each customer.

    Brands that seize this potential are embracing a Customer-Obsessed Marketing Model around core competencies: mindset, talent, process, and insights. And they are assembling what Forrester calls, Contextual Marketing Engines: brand-specific platforms that exploit customer context to deliver utility and guide the customer into the next best interaction.

    In this webinar, we’ll discuss the Customer-Obsessed Marketing Model and how to build a Contextual Marketing Engine to realize the shift from static product-focused marketing campaigns that target customer segments, to dynamic and contextual customer interactions based on real-time scoring of individual customer data.

    We’ll focus on the capabilities you need to be successful and how a Customer Data Platform can help fill this essential gap in your current marketing stack.

    Join our guest, Brandon Purcell, Principal Analyst at Forrester Research, and our own Steven Noels, Chief Technology Officer at NGDATA, for an interactive and informative conversation.

    Key takeaways will include:
    • How can the right marketing strategy, processes, teams and technology enable your brand to make the shift to conversational programs.
    • How brands are currently gaining advantages through contextual marketing.
    • How contextual customer interactions create value for both your brand and your customer, improving long-term business results.

    Register today: https://www.brighttalk.com/webcast/16715/340779
  • Anti-money Laundering and Anti-Fraud: Together is better
    Anti-money Laundering and Anti-Fraud: Together is better
    Jeff Ingber-Chief Consultant,Risk;Satish Acharya-Global KYC&AMLPractice Lead;Ashwani Bhardwaj-Global Head Risk Products&Fraud Recorded: Nov 29 2018 42 mins
    Consolidating anti-money laundering and anti-fraud functions under an enterprise-wide “anti-financial crime" umbrella can deliver major efficiencies and cost-savings. But it must be approached carefully and thoughtfully, incorporating modern digital tools and developing agile risk management frameworks that enable Financial Institutions to act swiftly, reduce redundancies, and ensure compliance in an increasingly complex global banking environment. In this webinar, we will offer practical takeaways on:
    •How merging AML and anti-fraud functions takes advantage of various synergies
    •How risk executives can best address challenges in consolidating the two functions
    •How a financial institution can maximize the benefits of AML and anti-fraud consolidation, while minimizing cost, burden and inefficiency
    •How technological innovations can aid the convergence and make compliance resilient, responsive, and sustainable
  • How to Drive Success (Not Stress) During Seasonal Staffing
    How to Drive Success (Not Stress) During Seasonal Staffing
    Megan Brandt, National Account Manager, and Brian Ballenger, Director Strategic National Accounts Recorded: Nov 28 2018 44 mins
    According to a recent study by global consulting group Korn Ferry, roughly 23 percent of retailers were unable to hire the number of temporary workers they needed for the 2017 holiday season. It’s crucial to be able to adapt when demand increases. This can be especially difficult around the holidays when the entire industry is looking for extra help, making it even harder to find the right workers, right away.

    During this webinar, PeopleReady’s Megan Brandt, National Account Manager, and Brian Ballenger, Director Strategic National Accounts, will:

    -Share insights on common challenges retail and supporting industries struggle with during the Holiday season
    -Provide tips to effectively manage those challenges
    -Discuss ways companies can get more out of their staffing partnership
    -Highlight how JobStack can help with easy ordering during the holidays
  • 2018 Service Management Executive Vision Report: The State of ServiceNow
    2018 Service Management Executive Vision Report: The State of ServiceNow
    Ellen Daley, Meghan Lockwood Recorded: Nov 28 2018 56 mins
    The first of its kind ServiceNow exclusive insight report includes all new original research providing industry benchmarks on the tactics, challenges, priorities, KPIs, and budgets shared by ServiceNow platform owners and executives across the globe.

    Join Acorio's CEO, Ellen Daley, and VP of Strategic Marketing, Meghan Lockwood to learn about the ServiceNow findings.
  • Prognosis for UC Live Demo [November 2018]
    Prognosis for UC Live Demo [November 2018]
    Stefan Rottbeck, Senior Solutions Engineer Recorded: Nov 28 2018 33 mins
    Rescheduled live demo session of Prognosis for UC and the recent 11.5 updates. Will be hosted by Stefan Rottbeck, one of our Senior Solutions Engineers, and have live Q&A.
  • Integrating Monitoring Insights with APMs
    Integrating Monitoring Insights with APMs
    Alex Painter and Alex Papworth Recorded: Nov 28 2018 22 mins
    Any organisation needs a reliable synthetic monitoring solution, and Eggplant’s Monitoring Insights has long been considered ‘best of breed’ in this area. The uniquely stable platform and double testing methodology mean you get timely, accurate alerting, without wasting time on false positives.

    But to help investigate the underlying causes of errors, it can be useful to link your synthetic monitoring tests to an application performance management (APM) solution.

    In this webinar, we show you how it’s done, so you can have the best of both worlds – reliable synthetic monitoring that integrates seamlessly with your favorite APM.
  • SDL WorldServer Quarterly Showcase: Q4
    SDL WorldServer Quarterly Showcase: Q4
    Ray Hopley, Product Management Director for SDL WorldServer Recorded: Nov 27 2018 28 mins
    Stay up-to-date with the latest in SDL WorldServer! Join Ray Hopley, for the last SDL WorldServer Showcase in 2018. In this quarterly showcase webinar, we’ll have a live discussion on Translation Memory (TM) matching.

    Come learn more about:

    • Elevating 100% matches via Context
    • Fuzzy matching and sub-segment recall
    • How these concepts feed into both pricing and workflow
  • How to Achieve ROI from Cloud, Collaboration and Mobility Tools
    How to Achieve ROI from Cloud, Collaboration and Mobility Tools
    Shweta Kapoor, Strategy & Ops Director, Sales Engineering, Box Pete Smerald, Director, Value Engineering, Box Recorded: Nov 27 2018 57 mins
    In the digital age, you have to pick the best tools for your business.

    Cloud Content Management (CCM) from Box brings your organisation a completely new way to work, enabling greater collaboration and mobility — and along with it, you get infrastructure savings, risk reduction and productivity gains. But how do you measure the ROI of CCM for your business, with the data to back it up?

    During this webinar, you will:
    - Discover how to implement a successful digital workplace and CCM strategy
    - Learn how to analyse the impact of CCM with a data-driven approach
    - See a live demo of our Interactive Value Calculator and get free access to the ROI tool
  • Brexit: Ask the Expert - The new version of the Political Declaration
    Brexit: Ask the Expert - The new version of the Political Declaration
    William Bain Recorded: Nov 27 2018 40 mins
    Join us for our latest Brexit Webinar on Tuesday 27 November at 11am.

    After Sunday’s European Council summit, there will be finalised texts on both the UK’s exit arrangements, proposed Brexit transition (in the Withdrawal Agreement), and the signpost of the future trading relationship between the UK and EU (in the Political Declaration).

    Our Brexit policy lead William Bain will take you through what is in the new version of the Political Declaration, substantially changed in the last week, and what it could mean for your business in doing trade with the rest of Europe.

    We will also provide an outline of how the deal would affect the movement of goods between GB and NI, and the latest Brexit timeline of events and potential next scenarios on approving the deal, no deal, or other options as attention shifts back to Westminster for the critical few weeks ahead.
  • Digital-First Governance: Data Protection for the Digital Age
    Digital-First Governance: Data Protection for the Digital Age
    Pete Elliott, Director, Customer Success Services, EMEA at Box and Anthony Tate, Head of Product Marketing, EMEA at Box Recorded: Nov 22 2018 28 mins
    When it comes to data protection for the digital age, many organisations are overly restrictive due to compliance and privacy requirements. Good governance should provide the guardrails your organisation needs to effectively govern content, without impacting your users ability to get work done.

    Digital transformation is changing the way we work. Box provides a new way to work by letting you manage, share and access your content from anywhere with governance that actually works.

    Join this webinar to rethink how your company governs content and how to amplify the collaboration, security and content management capabilities Box provides by leveraging Box Governance.

    Topics included:

    - Learn how good governance is foundational in driving digital transformation
    - Discover how Box Governance provides enhanced protection for sensitive content, enables defensible discovery for litigation and easy set up of retention a disposition schedules for files in Box
    - Hear how leading Box customers are pursuing secure, actionable and digital-first governance through best practices
  • Retail, Stats, Facts & Trends
    Retail, Stats, Facts & Trends
    Rachel Lund, BRC & Liliana Danila, BRC Recorded: Nov 22 2018 31 mins
    Designed exclusively for our Associate Members, join us for our next quarterly webinar providing insights into the latest retail stats, fact, and industry trends.

    In this session, our Insights and Analytics expert will discuss how the retail industry is likely to fare in the run-up to the festive season, in the context of previous years and current trends.
  • Anti-money Laundering and Anti-Fraud: Together is better
    Anti-money Laundering and Anti-Fraud: Together is better
    Jeff Ingber-Chief Consultant,Risk;Satish Acharya-Global KYC&AMLPractice Lead;Ashwani Bhardwaj-Global Head Risk Products&Fraud Recorded: Nov 20 2018 42 mins
    Consolidating anti-money laundering and anti-fraud functions under an enterprise-wide “anti-financial crime" umbrella can deliver major efficiencies and cost-savings. But it must be approached carefully and thoughtfully, incorporating modern digital tools and developing agile risk management frameworks that enable Financial Institutions to act swiftly, reduce redundancies, and ensure compliance in an increasingly complex global banking environment. In this webinar, we will offer practical takeaways on:
    •How merging AML and anti-fraud functions takes advantage of various synergies
    •How risk executives can best address challenges in consolidating the two functions
    •How a financial institution can maximize the benefits of AML and anti-fraud consolidation, while minimizing cost, burden and inefficiency
    •How technological innovations can aid the convergence and make compliance resilient, responsive, and sustainable
  • How Element 26 Uses Quip to Improve Deal Velocity & Seamless Customer Service
    How Element 26 Uses Quip to Improve Deal Velocity & Seamless Customer Service
    Nathan Haines Managing Director Element 26. Kate Aldridge Senior Producer Element 26.Louis Tsamados Editing Colorist Element Recorded: Nov 20 2018 39 mins
    Join us to learn how Nathan Haines, Managing Director at Element 26 empowers a team of 20 to deliver a fast, seamless experience across marketing, sales and service. See first-hand how Quip is used to enable cross-functional collaboration for the sales process, and then on to service delivery.

    On this webinar we will share successes and best practices using Quip to:

    1- Create collaborative sales processes that keep everyone on the same page
    2 - Track filming, scheduling and service deliverables
    3 - Review opportunity management and deal creation use cases
  • Optimizing Cost of Quality through incremental Test Automation
    Optimizing Cost of Quality through incremental Test Automation
    Tero Piirainen, Director,Software Quality Assurance- M-Files Corp, Deva Veluchamy,Test Automation Consultant-Aspire Systems Recorded: Nov 15 2018 60 mins
    Aspire is conducting this webinar on the topic ‘Optimizing Cost of Quality through Incremental Test Automation’. This webinar is aimed at helping organizations understand the importance of measuring cost of quality and reducing cost of poor quality using incremental test automation.

    Key Takeaways:
    •Importance of Cost of Quality in Testing
    •Where testing spends more cost and how to reduce it
    •Role of Incremental test automation in reducing appraisal cost
    •Recommended tools and methodologies
    •Sample Use Case showing the reduction in CoQ
  • Building the Business Case for Excellent Content Delivery
    Building the Business Case for Excellent Content Delivery
    Joe Gelb Recorded: Nov 15 2018 60 mins
    We instinctively know that unleashing our technical product content will make our customers happier and bring benefits to our company. But how can we quantify and measure that value in order to secure the resources needed to transform the digital experience and build a modern technical resource center? 
     
    Join Scott Abel, The Content Wrangler, and intelligent content guru, Joe Gelb, President of Zoomin Software as they zoom in to the details and show you how to calculate ROI and build the business case to move up the content value chain towards dynamic content delivery and a cross-touchpoint digital experience.
  • A Structured Approach to Better Staff Scheduling
    A Structured Approach to Better Staff Scheduling
    Steve O'Brian, VP of Marketing Dec 11 2018 5:00 pm UTC 49 mins
    Learn how a better scheduling framework creates a better workflow and leads to better outcomes. Scheduling is a critical activity in modern shift-based workplaces – with impacts on labor cost, productivity, and even legal compliance. A chaotic scheduling process impacts worker satisfaction, absenteeism, and turnover. It also increases the likelihood for human error and makes last minute changes very disruptive.

    Learn about:
    -How to think about a scheduling framework
    -Key ingredients to a staff scheduling workflow
    -7 steps to a better workflow for staff scheduling

    Our presenter, Steve O’Brian is the Vice President of Marketing at Shiftboard and has over a decade of experience in human resources business process optimization
  • Accelerating the path to the shopping cart
    Accelerating the path to the shopping cart
    Emily Hayman, Solutions Engineer at Algolia Dec 11 2018 5:00 pm UTC 40 mins
    How e-commerce leaders think about product discovery

    Today’s consumers come to your site for experiences, and it is experiences that compel them to buy—and return for more.

    Join Emily Hayman, Algolia’s Senior Solutions Engineer and search expert, to learn about innovative user experiences that turn browsers into shoppers and move the needle with e-comm KPIs.

    In this 30-minute webinar, you’ll learn to :

    - Avoid simplistic views of the e-comm customer journey
    - Define and apply key elements of successful product discovery
    - Use concrete tips to improve your site’s user experience today
  • How Assisted Self-Service Will Power Up Support
    How Assisted Self-Service Will Power Up Support
    Chris Savio, Sr. Product Marketing Manager, Prompt.ai by LogMeIn; Roy Atkinson, Sr. Writer/Analyst, HDI (moderator) Dec 11 2018 6:00 pm UTC 60 mins
    IT and technical support would love for end users and customers to take advantage of self-service resources. End users and customers would love for self-service to be easier. Finding articles, videos, documents and other resources intended to make life easier for users—and for the analysts and technicians who support them—can be difficult and confusing.

    Next-generation tools are here, set to enable users and customers to get accurate answers quickly and easily and solve many common issues for themselves, allowing analysts to concentrate on more complex problem-solving and other tasks. Analysts can benefit as well, having powerful assistance at their command to find knowledge and implement solutions without making users and customer wait.

    What You Will Learn:
    - What “assisted self-service” means
    - Why self-service adoption can be a struggle
    - How next-generation tools can help both end users and support analysts

    Who Should Attend:
    - Knowledge Management professionals seeking ways to improve
    - ITSM professionals tasked with building self-service portals
    - Support organization leaders who wish free analysts up from repetitive tasks
  • How smart companies use voice and bots to get and keep more customers
    How smart companies use voice and bots to get and keep more customers
    Bharath Kadaba, Chief Innovation Officer, Intuit Dec 11 2018 6:00 pm UTC 60 mins
    The landscape of voice and chatbot-to-customer interactions is blowing up. Whether it’s a trusted AI assistant like Alexa or Google Home, or an integrated voice or chatbot tool within a brand interface like Kayak’s customer service experience, customers are increasingly willing to engage with brands via voice chat.

    AI assistants are getting smarter, and becoming capable of helping consumers sort through the avalanche of choices available in every decision, from buying phone plans to toothbrushes. And your marketing efforts will have to shift priorities in a major way to capture the attention of these newly connected customers as assistants get smarter and customers learn they can rely on their results.

    To hear about actual voice chat use cases, the differences between integrated bots and AI assistants, and how to leverage voice and bots for amaze-and-delight experiences right now, don’t miss this VB Live event!

    Register here for free.

    Attend this webinar and learn:
    * How bots and voice are uniquely positioned to help customers make purchasing decisions
    * How brands can address the advantages of integrated bots and an AI trusted assistant like Alexa
    * The best ways to leverage voice and bots to optimize the customer experience
    * What's next for voice and bots

    Speakers:

    * Bharath Kadaba, Chief Innovation Officer, Intuit
    * Ryan Lester, Director, Customer Engagement Technologies, LogMein
    * Matthias Keller, Chief Scientist & SVP Technology, Kayak
    * Russ Tar, VP EMEA, Artificial Solutions
    * Rachael Brownell, Moderator, VentureBeat

    Sponsored by Bold360 by LogMeIn
  • Let's Talk Cybersecurity
    Let's Talk Cybersecurity
    Scott Abel, Tonie Flores, M.K. Palmore, and Keyaan Williams Dec 11 2018 6:00 pm UTC 60 mins
    All systems have weaknesses – places where a determined attacker has the potential to breach security and either disrupt your organization or steal your data. Defending your organization and its digital assets starts with understanding your vulnerabilities. Therefore, cybersecurity planning must begin with a solid understanding of the places where your systems, processes, and staff are vulnerable to attack.

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

    Some of the highest profile security breaches, including the hacking of email messages from the Democratic National Committee (DNC) during the 2016 US elections, have happened because users were fooled by a spear phishing attack – an attack that uses a personalized email message to lure a reader into revealing login information or clicking on a link to malware. Once the hackers gained access to the DNC system, they were able to install tools that allowed them to retrieve email messages and other data.

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

    Join Scott Abel, The Content Wrangler, for a discussion about cybersecurity with Toni Flores, editor of “The Language of Cybersecurity," M.K. Palmore, Senior Federal Law Enforcement Executive for the FBI, and cyberdefense specialist, Keyaan Williams of Cyber Leadership and Strategy Solutions, LLC. We’ll discuss the current state of cyber warfare and help you understand a variety of vulnerabilities, exploits, defenses and controls.
  • Prognosis for UC Live Demo [December 2018]
    Prognosis for UC Live Demo [December 2018]
    Chuck Geisler, Senior Solutions Engineer Dec 12 2018 4:00 pm UTC 45 mins
    Join us for a live demo of Prognosis for UC, hosted by a Senior Solutions Engineer.
  • Structured Writing Practices to Improve Cognition for Both Man and Machine
    Structured Writing Practices to Improve Cognition for Both Man and Machine
    Rob Hanna Dec 12 2018 4:00 pm UTC 60 mins
    The future of technical communication demands greater precision, knowledge, and discipline in how we create content across an omnichannel universe. It also requires better collaborative writing practices that will meet the need for faster delivery of information. The precision we require involves working with more granular content containing richer metadata. The topic becomes a container for these blocks of reusable content. Each block of content is written to evoke the intended reader response for that content. While these smaller blocks of content require more discipline, they are ultimately easier to write as they are more tightly focused on the need for that information.

    Join Scott Abel, The Content Wrangler, and his special guest, Rob Hanna, President at Precision Content Authoring Services, for this free one-hour session. Rob will look at some of the writing and analysis techniques they use at Precision Content to enable content for both the present and future—man and machine.

    Attendees will learn to see content differently from the perspective of:
    –Language Arts for Information vs. Language Arts for Personal Response
    –Four cognitive principles for analyzing and organizing information for better comprehension, and
    –Information typing and how it relates to defining the intended reader response for that content.
  • Bridging the online and offline marketing gap
    Bridging the online and offline marketing gap
    Mark Coffey, SVP of Strategic Partnerships, GasBuddy Dec 12 2018 5:00 pm UTC 60 mins
    While companies have been ditching traditional marketing methods in their race to capture the online-savvy millennials, no one is on their phone 24/7, and delivering brand messages out in the world is still vital to capturing mindshare.

    Those first-gen marketing methods, including outdoor, tv, direct mail, and more, are still valuable and essential to building a stronger bottom line, especially when integrated as a vital part of an overarching marketing campaign, firing on all cylinders. That’s easier than ever, because traditional doesn’t mean old-school and analog anymore, and innovations in marketing technology don’t only apply to your online channels. You can apply your martech capabilities not just for tracking, measurement, and attribution, but to keep tabs on omnichannel competitor strategies, design the most effective campaign copy in every arena, create the most impactful rollouts between all your channels and more.

    To find out how to integrate offline marketing channels with your online efforts, how marketing technology can bring those traditional methods into the twenty-first century, and more, don’t miss this VB Live event!

    Registration is free.

    Attend this webinar and learn:
    * How to use martech to digitize offline channels
    * How to integrate traditional marketing efforts into their newer tech-driven marketing stack
    * The importance of combining online and offline marketing
    * How to track offline conversions

    Speakers:
    * Evan Jones, CMO, Fender
    * Mark Coffey, SVP of Strategic Partnerships, GasBuddy
    * Myllisa Patterson, Senior Director, Event Cloud Marketing, Cvent
    * Shannon Ryan, Head of Marketing, CI&T
    * Rachael Brownell, Moderator, VentureBeat

    Sponsored by Cvent
  • Outsourcing: Necessary Evil or Valued Partner?
    Outsourcing: Necessary Evil or Valued Partner?
    Jennifer Kaufman and Debbie Roemer Dec 12 2018 6:00 pm UTC 60 mins
    Adding a vendor to your staffing model can be a strategic move if you need to reduce budget, deliver new content types, scale fast, or co-locate writers in new geographies.

    Join Scott Abel, The Content Wrangler, and his special guests, Jennifer Kaufman a Senior Content Services Manager at NetApp, and Debbie Roemer, a highly experienced content consultant, for this free, one-hour webinar. Jennifer and Debbie will talk about how to find the right vendor, plan for the engagement, and nurture the relationship. You'll learn how to plan for success when building a mixed team of vendor and staff content creators.
  • How Mature is Your CX? Planning for Success in 2019
    How Mature is Your CX? Planning for Success in 2019
    Nate Brown, Cofounder, CX Accelerator; Chris Bauserman, VP, Product Marketing, NICE inContact; Erica Marois, ICMI (moderator) Dec 12 2018 7:00 pm UTC 60 mins
    Most contact centers operate with the goal of delivering exceptional customer experiences, but how many achieve that objective? Executing on big vision customer experience initiatives is daunting, and if no one "owns" the strategy, it's nearly impossible to attain the desired results. How will your team achieve success in the year ahead? Join us for this can't-miss webinar that will help your organization drive meaningful CX improvements in 2019.

    In this webinar, you will learn:

    * What NICE inContact’s 2018 benchmark survey reveals about 2019 CX priorities
    * What CX maturity means, and why it’s important
    * How to assess your current state of CX maturity
    * How to elevate your level of CX maturity

    Join us for an interactive and informative hour, complete with live audience Q&A.
  • Using Universally Faceted Nano Content to Improve Findability
    Using Universally Faceted Nano Content to Improve Findability
    John O'Gorman Dec 12 2018 9:00 pm UTC 60 mins
    Technical communications has progressed from monolithic paper and digital manuals, to structured, topic-based authoring, and more recently down to 'microcontent' to improve quality, ease of access and consistency of message. 'Nano-content' is the next logical step in that progression and lives at the 'coalface' between content and data. It is the bridge between structured data and structured topics which, when properly managed, can add several new dimensions to technical publications work.

    Universally faceted nano-content is a technique that takes a page from GPS applications that use triangulation (latitude, longitude, and elevation) to locate things in geographic space. Locating things in digital space should be just as intuitive and precise.

    Join Scott Abel, The Content Wrangler, for this webinar with his special guest, John O’Gorman, Principal and Chief Disambiguation Officer at Quantum Semantics. John will walk through the process of identifying, classifying and using terminology to connect the language of a business or application to the content that supports its use. He will demonstrate how the same process can be extended to the content itself and how, in combination, faceted terminology takes findability to a whole new level.

    ABOUT JOHN O'GORMAN

    John O'Gorman is a 30-year veteran of the information management trenches. He is the inventor of a universal classification protocol called Q6, and co-founder of Q6FSA, an enterprise information management collaboration with Robert Vane in the UK. His experiences run the gamut from terminology stores and data catalogs, to executive information reporting, data warehousing, activity-based costing and technical communications, localization and internationalization. His big 'aha' moment came when he realized that all of them are made of the same stuff and follow the same rules.
  • Optimizing Cost of Quality through incremental Test Automation
    Optimizing Cost of Quality through incremental Test Automation
    Tero Piirainen, Director,Software Quality Assurance- M-Files Corp, Deva Veluchamy,Test Automation Consultant-Aspire Systems Dec 13 2018 2:00 am UTC 60 mins
    Aspire is conducting this webinar on the topic ‘Optimizing Cost of Quality through Incremental Test Automation’. This webinar is aimed at helping organizations understand the importance of measuring cost of quality and reducing cost of poor quality using incremental test automation.

    Key Takeaways:
    •Importance of Cost of Quality in Testing
    •Where testing spends more cost and how to reduce it
    •Role of Incremental test automation in reducing appraisal cost
    •Recommended tools and methodologies
    •Sample Use Case showing the reduction in CoQ
  • Cisco Unified Communications Troubleshooting December 2018
    Cisco Unified Communications Troubleshooting December 2018
    Senior solutions Engineer APAC, Africa, Middle East Dec 13 2018 6:00 am UTC 45 mins
    Join our APAC Cisco Unified Communications webinar, hosted by an IR Solutions Engineer with live Q&A.
  • Digital Commerce Platform - From Payments to Full Business Enablement
    Digital Commerce Platform - From Payments to Full Business Enablement
    Markus Eichinger, Executive VP Group Strategy Wirecard AG Dec 13 2018 10:30 am UTC 60 mins
    Digital platforms appear to be omnipresent in today’s world – from food delivery companies that connect restaurants, food couriers and hungry customers via online platforms, to ecommerce retailers such as Amazon, which operate platforms that enable merchants to sell their goods to customers online without the need for physical stores. In fact, one speaks of the “Digital Platform Economy” era, which is reflected in an explosion of platform-based business models that can be observed across various industries. And at Wirecard we firmly believe that the payment industry should not be an exception.

    Whether you’re operating in the retail, financial services, consulting, or any other sector, this webinar will be of value to you if you are looking for ways to boost your business with a state-of-the-art omnichannel solution.

    More specifically, you’ll get:
    • An overview of the “Platform Economy” phenomenon
    • An understanding of the effect and impact of the platform economy on the payment industry
    • An insight into Wirecard’s ecosystem and the different levers available to maximize the value of your customers and your business

    Moreover, you’ll learn how the right digital platform creates the basis for great customer journeys that can be tailored to specific customer segments and their needs.

    Join Wirecard’s Markus Eichinger as he explores the “Digital Platform Economy” phenomenon and showcases how Wirecard goes beyond doing payments, to fully enabling and powering businesses globally.
  • The Value of Visual Content and a Simplified User Interface
    The Value of Visual Content and a Simplified User Interface
    Daniel Foster Dec 13 2018 4:00 pm UTC 60 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.
  • Reimagining the Contact Center with Bots & AI
    Reimagining the Contact Center with Bots & AI
    Abinash Tripathy, Co-founder, Helpshift Dec 13 2018 6:00 pm UTC 60 mins
    Bots, artificial intelligence, and messaging — cost-effective, easy-to-implement automation technology —- is gaining a major foothold in customer service organizations, and the impact is palpable. Contact centers are on track to shrink by 50 percent in the next three years as routine tasks are taken over by faster, efficiency-saving bots that can triage requests, boost customer satisfaction, and offer an 8.6 percent increase in profit margin per customer.

    These technologies are also making it easy to tap into the gig economy, which is producing a growing supply of tech-savvy labor for companies that also saves costs. For workers, it means flexible arrangements with low barriers to entry, plus more satisfying employment, now that the grunt work has been eliminated by automation.

    AI and automation is set to level up the workforce, the economy, and your bottom line. For a closer look at the long-term implications of automation, how to invest in the brave new world of work, and more, don’t miss this VB Live event!

    Attend this webinar and learn:

    * The workforce implications of customer service bots
    * How bots and employees can work side-by-side
    * What smart companies are doing to lay the groundwork
    * Future of work - what does it look like?

    Speakers:

    * Abinash Tripathy, Co-founder, Helpshift
    * Peter Ryan, Principal Analyst, Ryan Strategic Advisory
    * Stewart Rogers, Analyst-at-Large, VentureBeat
    * Rachael Brownell, Moderator, VentureBeat

    Sponsored by Helpshift
  • There's No AI Without IA
    There's No AI Without IA
    Dino Eliopulos, Managing Director, EIS & Bryan Kohl, VP, Business Development, EIS Dec 13 2018 6:00 pm UTC 60 mins
    Artificial Intelligence (AI) has the potential to completely revolutionize the B2B selling function. And depending on who you talk to, AI will either enable massive productivity gains from your employees or replace them entirely.

    Hype aside, AI is coming, and B2B companies need to understand how to harness it. And despite the promise of ‘plug and play‘ technology, real AI requires varying degrees of knowledge engineering, product and content architecture, and high-quality data sources to be effective.

    In this session, EIS's Bryan Kohl, VP, Business Development and Dino Eliopulos, Managing Director demystify AI for your B2B organization.

    You will learn:

    --How you can leverage best practices to re-think processes for the product content lifecycle, from initial onboarding to post-production syndication
    --The infrastructure you’ll need to consider when planning for your AI initiative
    --How AI enables new product associations and personalized experiences to drive deeper engagement with your customers
  • Insight Engines: Unifying Relevance Across Your Digital Experience
    Insight Engines: Unifying Relevance Across Your Digital Experience
    Laurent Simoneau, CTO, Coveo Dec 13 2018 6:00 pm UTC 60 mins
    The only way to create a truly relevant and scalable end-to-end digital experience is to unify every touchpoint across your organization and measure success.

    Insight Engines make that possible and are at the core of the digital transformation for today’s leading organizations. Many of which are already benefiting from significant business outcomes driven by relevant, personalized and contextual interactions.

    Insight engines will soon power the digital interactions of every employee, customer and partner, across industries and product offerings.

    Coveo CTO, Laurent Simoneau, will be hosting a value-packed webinar on December 13 at 1pm ET, uncovering how insight engines are transforming brands like Salesforce, Logitech and Honeywell, and sharing Coveo’s vision for the future. We’ll cover:

    -How AI-powered search and relevance are at the core of insight engines
    -Different ways to leverage insight engines across your entire organization to create a truly unified experience
    -Real applications of AI-powered search and recommendations in business scenarios
    -Key considerations in selecting the right insight engine for your organization and what it means for your business
  • The State of Technical Communication: 2019
    The State of Technical Communication: 2019
    Scott Abel, The Content Wrangler Dec 13 2018 6:00 pm UTC 60 mins
    Join Scott Abel, The Content Wrangler, in The State of Technical Communication 2019 webinar for a review of the troubles, trends, tools, and technologies impacting technical communication teams around the globe.

    Scott will share high-level results from our annual Technical Communication Industry Benchmarking Survey. Attendees will receive a complimentary summary of the survey results.
  • Turning Structured Content into 'How To' Videos
    Turning Structured Content into 'How To' Videos
    Wouter Maagdenberg, TXTOmedia Dec 13 2018 9:00 pm UTC 60 mins
    Structured content is an ideal starting place for creating and producing rich media in bulk. A new technology created by TXTOmedia transforms this native and localized written documentation into rich media, such as animation, live-action video, and interactive visuals in an automated, fast, and cost-effective way — enabling versioning and respecting existing workflow processes within large organizations.

    TXTOmedia supports XML and Structured Content in multiple languages which is then parsed by and transformed into rich media automatically. This allows you to take existing structured content and create video, slides, visual TOC, Hot Spot Images and Interactive Product Models.
     
    Takeaways:

    –Watch instead of read; visuals and video are preferred above text by most audiences.
    – Rich media creation is no longer a painful manual and disconnected process
    –Technical publications become more vital for sales.

    ABOUT WOUTER MAAGDENBERG

    Wouter Maagdenberg started his career in 1996 with a specialized web agency for the media, music and sports industry in Amsterdam. He focussed on streaming media and continued to develop rich media software. In 2011 he sold his technology company to SDL. Today, Wouter focuses on the auto-creation of video and other rich media content. His company TXTOmedia delivers solutions to transform existing content into rich media such as animations and video for today's screens, AR and VR. 
  • Accelerating the ROI of product reviews
    Accelerating the ROI of product reviews
    Eunice Lee, Solution Engineer at Algolia and Amy Saekow, Marketplace Product amanger at Influenster Dec 18 2018 5:00 pm UTC 33 mins
    Your customers’ voices are your overlooked revenue. Empower product reviews with search and discovery to drive user engagement and accelerate the path to the shopping cart.


    Join Eunice Lee, solutions engineer at Algolia and Amy Saekow, Marketplace Product Manager at Influenster on July 26 to learn about best ways to uncover meaningful feedback to jumpstart user engagement and stickiness, and drive growth.

    In this 30-minute webinar, you’ll learn:

    -How product reviews inform and steer buyers toward desired business outcomes
    - Best practices in leveraging product reviews to motivate user engagement and conversions
    - The future of utilizing product reviews as a strategic weapon
  • ServiceNow Predictions for 2019
    ServiceNow Predictions for 2019
    Ellen Daley, Meghan Lockwood, Adam Mason, Dan Lyons, Dale Meyer-Curley, James Hamilton Dec 18 2018 6:00 pm UTC 60 mins
    Our Experts Weigh In: ServiceNow trends should you look for in 2019

    On Tuesday, December 18th, 1:00 PM EST, 10:00 AM PST, join our panel of 6 ServiceNow enthusiasts as they share what they're looking forward to and what trends they see on the rise in 2019 and beyond for ServiceNow.

    - Artificial Intelligence/Virtual Agent Technology
    - Customer Experience
    - ESM Strategies
    - Big Data & Data Analytics
    - Global Business Services... and more!

    Register Today!
  • Disruptive Technologies: A Quarterly Update
    Disruptive Technologies: A Quarterly Update
    Johna Till Johnson, CEO & Founder, Nemertes Research Dec 19 2018 4:00 pm UTC 30 mins
    Quantum computing. Quantum cryptography. What are they?

    Find out why vendors like IBM, Microsoft, Intel, and others are placing a bet on these technologies, and what they mean for enterprise technology.

    Join Nemertes' CEO and resident futurist Johna Till Johnson for a quarterly update on these disruptive technologies.
  • Break the chains of legacy virtualization
    Break the chains of legacy virtualization
    Bhavani Yellapragada, AVP of DevOps, Nasdaq Dec 19 2018 6:00 pm UTC 60 mins
    IT leaders look to technology as a business differentiator and rely on it to foster innovation. Enterprises have discovered that hyper-converged infrastructure (HCI) can be the foundation of a modern, cloud-like datacenter. But don’t stop there — going beyond HCI delivers more savings, increases IT agility, and supports multi-cloud goals when you add virtualization as an integral part of your stack.

    How do you harness the power of HCI and virtualization? Sure, there are a wide variety of tools on the market, but choosing the wrong HCI platform could limit your options in how you operate your datacenter or could impede cloud goals — including those associated with virtualization.

    To learn more about the power of HCI and virtualization, how virtualization can remove complexity and increase efficiency, and how to choose the right HCI tool, don’t miss this VB live event!

    Registration is free.

    Attend and learn:
    * How virtualization platform options on the market compare
    * Why to consider changing virtualization solutions
    * How to choose the right virtualization solution
    * How to save thousands in virtualization licensing costs

    Speakers:
    * Bhavani Yellapragada, AVP of DevOps, Nasdaq
    * Mike Wronski, Principal Marketing Manager, Nutanix
    * Stewart Rogers, Analyst-at-Large, VentureBeat
    * Rachael Brownell, Moderator, VentureBeat

    Sponsored by Nutanix
  • Cloud Modernization with Data Virtualization - A Case Study by TransAlta
    Cloud Modernization with Data Virtualization - A Case Study by TransAlta
    Paul Moxon, VP Data Architecture and Chief Evangelist, Denodo and Alejandro Ocando, System Analyst , TransAlta Dec 19 2018 7:00 pm UTC 51 mins
    TransAlta is an electric power generator company headquartered in Calgary, Alberta. TransAlta developed a Energy Trading and Risk Management System (ETRM) for hourly energy pricing, but business users needed the ETRM data to be blended with many other sources of data in near real-time. At the same time TransAlta's IT department wanted to move their entire data layer to the cloud for flexibility, agility and lower TCO. Data virtualization technology played a central role in TransAlta's real-time data integration, while helping them move to the cloud with zero down-time. Attend this webinar to learn:

    * Who is TransAlta and why data driven insight is critical for their energy trading system
    * Why Data Virtualization played a critical role in TransAlta's cloud modernization effort
    * How Data Virtualization offers a faster and better data integration over legacy systems