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Customer Experience

  • CMDB for the Enterprise Mind
    CMDB for the Enterprise Mind Terrell Pursley, Ryan Gillespie, Meghan Lockwood Jun 26 2018 5:00 pm UTC 60 mins
    Get the rundown of different audiences for the CMDB and how to achieve each of their objectives through out-of-the-box products.

    Plus, Find out...
    - Why CMDB should be your ServiceNow foundation
    - What's the roadmap to success
    - Conventional and specialized uses, including services and dashboards
    - Real-world examples of companies transforming today
  • Verto Audience Spotlight: Social Media Savvy Millennials
    Verto Audience Spotlight: Social Media Savvy Millennials Aaron Schwartz, Senior Data Analyst / Verto Analytics Inc. Jun 26 2018 7:00 pm UTC 30 mins
    Our new series, Audience Spotlight, provides a cross-device, consumer-centric view on a specific audience, with a deep dive into user demographics and rich behavioral metrics on an audience segment. This month we focus on a high-value audience - Social Media Savvy Millennials, users between the ages of 18-35 who comprise the top 20% of all digital consumers based on the amount of time they spend on social media apps and sites. Attend the webinar and learn which screens, brands, and services attract these social media superusers.

    In this 30 minute webinar, we’ll also dig into some of the most actionable data, including:

    - How do the gender and household income distribution of Millennials stack up against the U.S. adult online population?
    - Which devices and apps are Social Media Savvy Millennials using and when?
    - Beyond Facebook, YouTube, and Snapchat, where else do Social Media Savvy Millennials spend their time?

    Sign up for our webinar today.
  • Travel & Hospitality AI Opportunity with EXLRT
    Travel & Hospitality AI Opportunity with EXLRT Arjen van den Akker, Product Marketing Director, SDL, Karl Johnson, Managing Director, US, EXLRT Jun 27 2018 3:00 pm UTC 60 mins
    Learn more about the future of content for B2C travel and hospitality companies.

    Karl Johnson, MD of EXLRT, will talk about how Turkish Airlines uses personalization on a global scale today. Next he will cover when, why, and how to embrace artificial intelligence (AI) to build fluid conversational experiences. He’ll discuss the tools and concepts of tomorrow that enable an advanced real-time approach, including:

    -Natural language Generation (NLG)
    -Adaptive personalization
    -Conversational user interfaces
  • Wake Up HUMAN EXPERIENCE Professionals! It's time for a REBOOT!
    Wake Up HUMAN EXPERIENCE Professionals! It's time for a REBOOT! Roger Lee, Founder and Principal Evangelist, Contact Center Advocates Jun 27 2018 6:00 pm UTC 60 mins
    What do Uber, Starbucks, United Airlines, Wells Fargo, and Southwest Airlines have in common? They are all working on repairing their brand and customer experience reputations.

    We are halfway through 2018 and it's time to reflect and adjust course. There have been so many daily events that impact our corporate and personal brand that it is important to pause, reflect, and determine what we want to do and be as human beings.

    Roger Lee, aka Dr. WFO, Founder and Principal Evangelist for Contact Center Advocates, will share how some of these world events have and will impact people, process, technology, and strategy as we continue to provide customer service and customer experience moving forward.
  • Are you killing the benefits of your data lake? (North America)
    Are you killing the benefits of your data lake? (North America) Rick van der Lans, Independent Business Intelligence Analyst and Lakshmi Randall, Director of Product Marketing, Denodo Jun 27 2018 6:00 pm UTC 45 mins
    Data lakes are centralized data repositories. Data needed by data scientists is physically copied to a data lake which serves as a one storage environment. This way, data scientists can access all the data from only one entry point – a one-stop shop to get the right data. However, such an approach is not always feasible for all the data and limits it’s use to solely data scientists, making it a single-purpose system.
    So, what’s the solution?

    A multi-purpose data lake allows a broader and deeper use of the data lake without minimizing the potential value for data science and without making it an inflexible environment.

    Attend this session to learn:

    • Disadvantages and limitations that are weakening or even killing the potential benefits of a data lake.
    • Why a multi-purpose data lake is essential in building a universal data delivery system.
    • How to build a logical multi-purpose data lake using data virtualization.

    Do not miss this opportunity to make your data lake project successful and beneficial.
  • Better Customer Engagement Through Integrated Collaboration Tools
    Better Customer Engagement Through Integrated Collaboration Tools Robin Gareiss, Nemertes Research Jun 28 2018 3:00 pm UTC 60 mins
    Organizations are focusing heavily on improving customer engagement. Unified Communications and Collaboration (UCC) tools are crucial to success, as they help to locate experts quickly and engage customers using the best method of interaction—ultimately driving measurable business benefits.
    That’s one of many reasons it’s crucial for IT leaders to select the best UCC provider for their requirements, using the right architecture and management tools. Indeed, IT leaders wrestle with UCC architecture decisions for a variety of reasons. Will they lose too much control if they migrate to the cloud? How will they monitor service quality and troubleshoot complex problems? How easy will it be to integrate across a hybrid UCC implementation—and effectively manage in a single pane of glass?
    Join Nemertes President Robin Gareiss, who has conducted extensive research on how organizations are leveraging their UCC capabilities to improve the customer engagement.
    During this data-backed webinar, we’ll cover the following:
    • What are the measurable business benefits of leveraging collaboration apps for customer engagement? We’ll look at some real-world case studies.
    • How do organizations architect and manage UCC solutions? What are the best practices?
    • Hybrid UCC deployments are on the rise. What are the pitfalls you should be aware of, and how can you hedge against them?
    • What are the key actions that will ensure the lowest operational costs?
    • What are some steps you can take today to avoid pain tomorrow?
  • Pragmatic AI for asset management
    Pragmatic AI for asset management Satya Iluri, Vice President , Genpact Digital and Prabhod Sunkara, Assistant Vice President, Genpact Digital Jun 28 2018 3:00 pm UTC 45 mins
    Unlocking the wealth of unstructured content to optimize and scale operations

    Is managing and unlocking value from unstructured data critical to your role as an asset/investment manager? Manual data entry is expensive, prone to errors, and consequently leads to compliance issues and operational challenges. Imagine using artificial intelligence (AI) to normalize unstructured data and combining it with structured data to streamline and scale operations, and power downstream processes. With AI, your job of finding the elusive alpha, managing new fee models, and maintaining margins is now easier.

    Genpact’s Cora LiveWealth is an AI-enabled wealth and asset management platform. Join us to learn how we help asset/investment management firms:

    -Aggregate, extract, normalize, and streamline structured and unstructured data with AI and machine learning, and
    -Power downstream processes such as Manager Due Diligence, Performance Measurement, Attribution, and Customized Reporting

    The webinar will help asset/investment managers understand how they can embrace technology to build a competitive advantage against established and emerging competition.
  • The Future of Content: The Content Professional’s Primer to AI & Chatbots
    The Future of Content: The Content Professional’s Primer to AI & Chatbots Val Swisher Jun 28 2018 5:00 pm UTC 60 mins
    Join subject matter expert, Val Swisher, for a highly illuminating and thought-provoking exploration into artificial intelligence (AI) and its potential impact on the future of content.

    In this talk, learn more about:

    * How, at its heart, AI is a sophisticated natural language processor.

    * The synergy between content management/taxonomies and training AI natural linguistic patterning.

    * How content management is critical to AI effectiveness in data mining dark content and determining future applications such as virtual agents and chatbots.
  • How AI is transforming retail customer acquisition strategies
    How AI is transforming retail customer acquisition strategies Suzy Deering, US CMO, eBay Jun 28 2018 5:00 pm UTC 60 mins
    AI is rapidly reshaping how retailers reach and engage customers across channels and in real time. And because your success in retail is so deeply interconnected with customer experience, from browsing to decision, purchase to post-purchase pleasure, AI is increasingly going from nice-to-have to necessity for higher sales and bigger bottom lines.

    With billions of customer behavior data points, transactional histories in the trillions of dollars, and pinpoint segmenting, AI turns hazy ROI best-guess calculations into data-driven predictions. It helps you uncover new customers, and adds science to the art of targeting your audience.

    Learn more about how retail organizations can use AI to find and evaluate customers, seize tailored opportunities along your customer’s journey, offer hyper-personalized recommendations and more, when you join this VB Live event!

    Register now for free!

    Attend this webinar and learn:
    * How AI helps retailers curate content, offers, and experiences to revolutionize customer acquisition and engagement.
    * How companies can leverage AI to uncover new markets
    * The role of AI in data-powered email marketing (e.g. empowered segmentation), voice and visual search
    * The future of AI in retail: What's next?

    * Suzy Deering, Chief Marketing Officer, eBay North America
    * Rob Roy, Chief Digital Officer, Sprint
    * Eugene Feygin, SEO Manager, Sears
    * Jaimy Szymanski, Industry Analyst & Founding Partner, Kaleido Insights
    * Rachael Brownell, Moderator, VentureBeat
  • Contact center voice compliance in the new regulatory world
    Contact center voice compliance in the new regulatory world Matthew Jackson | Senior Solutions Engineer IR Jul 10 2018 6:00 am UTC 30 mins
    Voice compliance isn’t an IT issue or a Legal issue its everyone's issue.

    Join us if you record calls and want to simplify compliance and reduce costs.

    IR Prognosis Recording Assurance monitors and confirms regulatory adherence and finds problems before they happen.
  • Bridging the human and digital divide in banking
    Bridging the human and digital divide in banking Amit Bhaskar, Global Practice Leader│Raja Bose, Transformation Services Leader | Michelle Palomera,Customer Experience Leader Jul 11 2018 3:00 pm UTC 45 mins
    Customer expectations around banking are changing at an unprecedented scale. At the same time, advances in digital technologies offer significant opportunities to shape and fulfill these evolving expectations. A recent Genpact survey of 6,000+ consumers across the US, UK, and Australia reveals powerful new insights in this realm. Again, as banks become increasingly digital – success requires seamless integration between the front, middle, and back offices. Join us on this webinar as we share our findings and provide examples of how to deliver and measure a consistent, high-quality experience across channels to create engaged, loyal customers.

    In this webinar, we will offer practical takeaways on how to:
    •Leverage journey-driven transformation to connect front to back office to optimize the end-end user experience
    •Humanize the digital experience to offer the best of both human and machine interaction
    •Use data and insights to deliver customer intimacy through personalized service
    •Measure your CX initiatives for continuous improvement
  • How AI is changing the customer retention game
    How AI is changing the customer retention game Kara Dake, VP Growth & Partnerships, Clevertap Jul 11 2018 5:00 pm UTC 60 mins
    Your users are like fine wine or good cheese: They get better over time. Which is why user retention is essential. With a steady retention rate your revenue just compounds over time. And increasing retention by just 10 percent will boost your business value by more than 30 percent.

    That’s where artificial intelligence comes in. AI marketing tools let you anticipate customer needs, create personalized campaigns that make them feel seen and heard, lock on to essential customer purchasing patterns, deliver highly relevant messaging, marketing, and offers when and where they want to see them, and more. And with the volume of customer data you have at your fingertips, you can identify what characteristics make up high-value customers, so you know exactly where to put your focus.

    Learn how tapping into your oil well of data and harnessing it via marketing automation platforms powered by AI and machine learning can strengthen your bottom line when you join this VB Live event!

    In this webinar you'll learn:

    * Key engagement strategies using AI
    * How to use AI to strengthen campaigns (including creative, messaging, segmentation and personalization)
    * The role of time-based triggering in automation and monetization
    * The evolving trends in marketing automation and omnichannel marketing

    * Kara Dake, VP Growth & Partnerships, Clevertap
    * Rachael Brownell, Moderator, VentureBeat
    * Stewart Rogers, Analyst-at-Large, VentureBeat

    Sponsored by Clevertap
  • Maximising UC performance: Three perspectives from the front line
    Maximising UC performance: Three perspectives from the front line Martin Brooker, Martin Smith and Mark Rossell Jul 12 2018 8:30 am UTC 60 mins
    IR and IP Integration invite you to our joint webinar on June 14th at 9.30am where we discuss how we are proactively enabling three of our customers to identify, resolve and improve UC performance, network visibility and customer experience.

    You will find out:
    - How an international travel agency could quickly locate call quality issues in their network.
    - How a global insurance organisation that was able to prevent a major impact SQL service issue before it happened
    - How one of the UK’s leading utility company’s` has full performance visibility thanks to proactive alerting on critical IVR services ensuring service quality 24x7.

    We will also run a short demonstration highlighting how IR and IP Integration enable customers to streamline IT operations across audio/video web meetings and calls, on-premises, in the cloud, or as part of a hybrid environment.
  • Doing More with Less: WFM Strategies for the Support Organization
    Doing More with Less: WFM Strategies for the Support Organization Megan Selva (moderator) Jul 17 2018 5:00 pm UTC 60 mins
    In a recent survey of support organizations in more than twenty verticals, HDI found that more than one-third of organizations surveyed identified “managing an increased workload with existing staff” as their primary challenge. Nothing new there—this challenge is a constant in support, as it is in many industries. Compounding this challenge is the larger evolution in the world of work: traditional office-based workspaces have given way to remote arrangements and the gig economy. With new technologies emerging at an unrelenting pace, employees bringing their consumer expectations to the workplace, and organizations embracing nontraditional working environments, what’s a support organization to do?

    An optimized workforce management strategy is crucial for both customer and employee satisfaction, as well as maximizing the value of the support organization. In this webinar, Todd Gladden, the Workforce Management Wizard, will provide essential training for support leaders seeking to make the most of their teams’ skills and strengths, whether they’re working on-site or remote.

    In this webinar, we will discuss:
    *How to optimize your workforce and people management strategies
    *How to focus on employee success as well as business unit success
    *How to use training and professional development to increase productivity, retention, and morale
  • How to Harness the Power of Predictive Customer Journey Mapping
    How to Harness the Power of Predictive Customer Journey Mapping Anne Palmerine, Charlie Godfrey, Erica Marois(moderator) Jul 18 2018 6:00 pm UTC 60 mins
    Whether your organization wants to improve customer satisfaction, boost productivity, or increase revenue, the customer journey is at the heart of it all. And with today’s customer expectations on the rise, getting customers to the right agent, at the right time is critical. The problem? Most businesses think they’re doing a better job of meeting customer expectations than they really are. In fact, Genesys research indicates that only 19% of businesses have a dedicated customer experience team to manage the experience.

    Ready to differentiate yourself from the competition? Find out how predictive routing is becoming a fundamental part of delivering the genuinely omnichannel experience that customers now expect.

    In this webinar, you will learn:

    *How to match the right agent with the right customer
    *How to bring sales, service, and marketing together to enhance the customer experience
    *How leading contact centers are leveraging the latest predictive routing technology

    Join us for an interactive and informative hour, complete with live audience Q&A.