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Customer Experience

  • B2B video marketing: Turn your CRO into your BFF
    B2B video marketing: Turn your CRO into your BFF Michael Ballard,Sr Manager Digital Marketing, Lenovo Recorded: Aug 17 2017 62 mins
    You better get good at conversational video marketing, fast—or you're going to be obsolete.

    Videos and photos get the most retweets. Last year, Facebook's video viewership doubled from 4 billion views per day to 8 billion views per day in seven months. Google owns YouTube, and coincidentally, rich media is a favorite of the search engine's algorithms.

    Conversational videos drive traffic, boost engagement, and serve up information better than any other medium. They promote trust in your brand and your products. They're eminently shareable, potentially viral, and taking over the internet: 74 percent of all Internet traffic in 2017 will be video.

    Step up and stand out in every step of the sales funnel with conversational video marketing when you join our latest interactive VB Live event.

    By watching this webinar, you'll:
    * Optimize your audience takeaways for video content
    * Get tips from the savviest sales and marketing people on their video content strategy
    * Focus your energy on the right distribution channels for your adverts
    * Personalize video content to lock in the close

    Speakers:
    * Michael Ballard,Sr Manager Digital Marketing, Lenovo
    * Todd Hartley, CEO, Wirebuzz
    * Stewart Rogers, Director of Marketing Technology, VentureBeat

    This VB Live event sponsored by Vidyard
  • Executing a LinkedIn Business Development Strategy
    Executing a LinkedIn Business Development Strategy Steven Rosen Recorded: Aug 17 2017 49 mins
    Many sales leaders struggle to get their salespeople to successfully use LinkedIn to grow their business. LinkedIn Expert Brynne Tillman and Sales Execution Expert Steven Rosen will share their formulas for success.
     This webinar will cover two perspectives to a Crush your sales numbers using LinkedIn;
    1.       The practical and tactical activities to leveraging LinkedIn and
    2.       3 Steps to effectively execute your LinkedIn strategy
  • Demand Driven MRP (DDMRP)
    Demand Driven MRP (DDMRP) Anandh Rajappa(Head, Supply Chain Consulting, TCS), Erik Bush(CEO, DDTECH) & Lakshmi Subbaraya(Material Management, TCS) Recorded: Aug 17 2017 49 mins
    Companies around the world have adopted the Demand Driven MRP (DDMRP) methodology and experienced substantial improvements in customer service, reduced lead times and lower inventories. Introduced to the market in 2011, the DDMRP methodology is experiencing rapid adoption around the globe as companies from a wide range of segments are finding it unlocks substantial improvements in their Supply Chain Performance.

    Tata Consultancy Services(TCS), together with Demand Driven Technologies will host a webcast that will introduce you to the core concepts of DDMRP and highlight implementation case studies. We’ll also include a short demonstration of Replenishment+, the world’s leading DDMRP compliant software solution.

    In this webinar you will learn:

    1. Why outdated systems like MRP are inappropriate for today’s highly variable and uncertain landscape
    2. The five key components of the Demand Driven MRP (DDMRP)
    3. Recent DDMRP case studies from across globe and industry segments
  • Incidents on the Rise: Addressing the Why, What, and How
    Incidents on the Rise: Addressing the Why, What, and How Vincent Geffray, Roy Atkinson (Moderator) Recorded: Aug 15 2017 60 mins
    According to HDI research, the volume of incidents is on the rise in most organizations. While new systems and devices are intended to assist an increasing customer base and create efficiencies, they often have the opposite effect.

    And with the demand for increased business velocity and emphasis on the customer experience, rapidly addressing delays and interruptions is more important than ever.

    In this webinar, HDI’s Roy Atkinson and Everbridge’s Vincent Geffray explore the research, discuss the financial and operational impacts, and share solutions for decreasing time to resolve, and managing on-call coverage.

    What you’ll learn:
    * Reasons for the increase in incidents
    * The costs of interruptions and outages
    * Ways to communicate to incident management teams rapidly
    * Using technologies to target and verify communications
    * Preventing the rise in incidents through problem management

    Who should attend:
    * Support center managers and directors who need to improve incident management
    * IT directors who need to know why incidents continue to be on the rise and how to address the increase
    * Anyone in IT service and support wanting to improve the performance of their support center
  • Break Up (with) Your Content: Preparing Structured Content for a Future of Bots
    Break Up (with) Your Content: Preparing Structured Content for a Future of Bots Doug Kim, Content Strategist, Microsoft Office Recorded: Aug 9 2017 60 mins
    Everybody’s talking about bots, but even if you don’t have one yet, how do you get your content ready for a future full of bots? And what about the next thing after that, and after that? The key is writing and structuring content in a clean, simple, granular way.

    Join me, Scott Abel, The Content Wrangler, and former journalist—and Microsoft Office content strategist—Doug Kim, for a free, one-hour webinar designed to help you understand the need for structured content in our fast-changing technology-powered world. Doug will discuss why structured content is needed for much more than multi-channel publishing 

Attend this session to learn how to lay the foundation for future by restructuring your content, why it’s critical to match single intents to single answers, and why we need to reuse content in bots, instant answers, and other advanced content forms.

    Doug willl give pointers on how to:

    1) Lay the foundation for future by restructuring your content
    2) Match single intents to single answers
    3) Reuse content in bots, Instant Answers and other advanced content forms
    4) Learn how clean, simple content benefits accessibility and inclusivity

    About the presenter

    Doug Kim spent his formative years in journalism, where he eventually became Arts and Entertainment editor of The Seattle Times. He’s been at Microsoft for eight years, where, amongst other things, he’s led efforts to revamp the voice and tone of content and UI text in the Microsoft Office suite and improve video and multimedia content. More recently, he drove the content strategy for the Bing-based content form known as Instant Answers for Windows 10. While continuing to nurture Instant Answers, he leads a team focused on accessibility, Inclusive Design and Microsoft’s experimental new Virtual Support Agent.  So yes, he went from editing Britney Spears reviews and restaurant coverage to technical content, but in his mind it all makes sense.
     
  • Building Chatbots with Intelligent Content
    Building Chatbots with Intelligent Content Cruce Saunders, [A] Recorded: Aug 9 2017 62 mins
    Industry analysts predict chatbots and intelligent assistants will overtake traditional web interfaces as the primary consumer touchpoint; replace or augment mobile apps; and completely transform customer service. Are you ready?

    The good news is that with some engineering, chatbots can employ and extend existing content repositories.  Intelligent content allows us to single-source content out to interactive channels such as chatbots and intelligent assistants.  The side-effects may include boosting the ROI of existing content, increasing sales cycles, improving conversions, and reducing customer service costs while improving satisfaction.

    Join me, Scott Abel, The Content Wrangler, with intelligent content expert, Cruce Saunders, founder and principal at [A] (simplea.com) and author of Content Engineering for a Multi-Channel World, as he discusses chatbots as a new content distribution channel that we can’t afford to ignore. Cruce will cover basic chatbot content requirements, components and construction. And, he’ll discuss how to future-proof content with a content model, making it chatbot-ready.

    Attendees will learn:
    * Practical steps to integrating chatbot content elements into your existing content types
    * The various types of chatbots available today and the value they serve as an engagement tool and content channel
    * How to leverage existing content to power one or more chatbots, and practical ways to integrate chatbot components into your CMS structured content types
    * The high-level first steps to building a chatbot-enabled content model 
  • Understanding Agentive Technology
    Understanding Agentive Technology Christopher Noessel, IBM Recorded: Aug 9 2017 62 mins
    Advances in narrow artificial intelligence make possible agentive systems that do things directly for their users (like, say, an automatic pet feeder). They deliver on the promise of user-centered design, but present fresh challenges in understanding their unique promises and pitfalls. In particular, these systems challenge content strategists and technical, marketing, and support writers, and product managers alike to think in new ways since they deliver value mostly when the user isn’t paying them any attention.

    Join me, Scott Abel, The Content Wrangler, and my special guest, Christopher Noessel, Global Design Practice Manager for Travel and Transportation at IBM for a free, one-hour discussion about agentive technology. Christopher will introduce us to the concepts from his new book, "Designing Agentive Technology" (Rosenfeld Media, 2017). bit.ly/agentivebook

    Attendees will learn what agentive technology is (and what it isn't), its history, how it fits in the artificial intelligence mix, and why agentive systems are so interesting and potentially useful. Come prepared to ask questions.

    About the presenter

    Christopher Noessel is the Global Design Practice Manager for Travel and Transportation industries with IBM. He teaches, speaks about, and evangelizes design internationally. His spidey-sense goes off semi-randomly, leading him to speak about things from interactive narrative to ethnographic user research, interaction design to generative randomness, and designing for the future. He is co-author of Make It So: Interaction Design Lessons from Science Fiction (Rosenfeld Media, 2012), co-author of About Face: The Essentials of Interaction Design, 4th Edition (Wiley, 2015), keeper of the blog scifiinterfaces.com, and author of Designing Agentive Technology: AI That Works for People (Rosenfeld Media, 2017).
  • The Fifth Element: How Structured Content Makes Chatbots Helpful
    The Fifth Element: How Structured Content Makes Chatbots Helpful Alex Masycheff, CEO of Intuillion Recorded: Aug 9 2017 61 mins
    Just a few years ago, providing context-sensitive software product documentation was a goal for many technical communication teams. The aim was to provide contextually relevant—and helpful—content based on a customer's location in a software product. By breaking large technical documents into smaller pieces, these forward-thinking companies were able to make discrete chunks of content available in the product interface; no need for customers to go looking for assistance in a user manual or online help portal.

    Today, contextually relevant content is expected by digitally-savvy consumers. The definition of context has broadened to include many additional factors (user profile data, geographic location, product model, version number, preferred language, time zone, previous interaction history, and the capabilities of the device used to consume the content). Providing contextually-relevant content today is no trivial matter. It's challenging, especially for teams that have not adopted advanced information development management practices, e-methods, and tools.

    Join me, Scott Abel, The Content Wrangler, for a free, one-hour webinar with structured content expert, Alex Masycheff, co-founder and CEO of Intuillion Ltd. We'll discuss how emerging delivery technologies can leverage structured technical content to deliver contextually relevant content via conversational user interfaces like chatbots. We'll delve into how chatbots can be used to provide improved context-sensitive assistance and we'll demystify the five elements that make chatbots a valuable addition to our customer experience arsenal. Attendees will learn when chatbots bring the greatest value; what makes a chatbot helpful; and, why structured content is critical to chatbot project success.
  • How to Deliver a Standout Customer Experience
    How to Deliver a Standout Customer Experience Kathleen Kimple (FitForCommerce), Mara Seigerman (FitForCommerce), Thadd Tucker (Pet Supplies Plus), Nate Barad (Sitecore) Recorded: Aug 8 2017 64 mins
    Truly succeeding at enabling a standout customer experience depends on your ability to seamlessly and consistently deliver a strategic blend of the right content and commerce at all customer touchpoints. But how to get started? Join FitForCommerce experts and a leading retailer’s e-commerce director in this webinar.

    You will learn:
    • How to adopt a customer-centric mindset
    • How to make product specifications relevant
    • How to serve up a digital experience that’s seamless and consistent across channels
    • How to personalize your customers' experience with content and commerce based on their past and current interactions
  • How Better Measurement of User Outcomes Drives Quality
    How Better Measurement of User Outcomes Drives Quality James Urquhart, SOASTA SVP Performance Analytics Recorded: Aug 3 2017 43 mins
    In the developer world, measurement of code and infrastructure has long served as the “eyes” into system quality and performance. But, as our systems become more focused on microservices and “serverless” function-centric models, the paradigm of measuring the system by its code breaks down. The solution seems to come from looking at things from the user’s perspective and measuring and testing user outcomes. Find out how this shift is changing everything from monitoring to testing to system design.
  • Greater Phoenix Rising from the Desert
    Greater Phoenix Rising from the Desert Brad Smidt, Senior Vice President, Greater Phoenix Economic Council Recorded: Aug 1 2017 60 mins
    Over the past two decades, the Greater Phoenix region has become a dynamic hub for contact center operations. Industry titans such as USAA, American Express, State Farm, and Charles Schwab all call the region home and have significant business here. Not only are these operations still growing, others are following and ultimately finding success. From the business-friendly tax and regulatory environment, to a unique and vibrant quality of life for employees, find out how the history of Greater Phoenix has created the perfect environment for customer care operations to thrive.
  • You Can't Always Get What You Want: Manufacturing Webinar
    You Can't Always Get What You Want: Manufacturing Webinar John Brandt, CEO of the MPI group and Marcia Walker, Principal Consultant, SAS Recorded: Aug 1 2017 36 mins
    A majority of manufacturers in MPI’s recent survey are now making money off the IoT – a big change from just two years ago. But challenges remain. Many decision makers can’t access essential data: They can’t always get what they want. This growing digital divide means that improvements in operations, supply chain, logistics, and customer service are being delayed for some while others are benefiting. Webinar attendees will learn how their manufacturing peers benefit from IoT data today, what solutions, such as streaming analytics, are gaining traction, and where early adopters are seeing success.
  • Millennial Banking - Can chatbot  be their 2am buddy?
    Millennial Banking - Can chatbot be their 2am buddy? Raghu Raghavan, Marketing Director, Aspire Systems & Vishwas Anand- Head of thought leadership, Aspire Systems Recorded: Jul 29 2017 11 mins
    Conversational UIs are a great way to simplify banking experiences. But can chatbot interactions come close to a human interaction? Watch this video to learn the state of chatbots adoption in banking amidst all the hype.
  • Deploying Cloud onRamp for AWS, Azure, and Office365
    Deploying Cloud onRamp for AWS, Azure, and Office365 David Klebanov, Director of Technical Marketing, Viptela Recorded: Jul 27 2017 38 mins
    Cloud transformation has been a top priority for enterprises, but the adoption is plagued with complex workflows and poor user experience. Even though enterprises onboard AWS or Azure, the workflows to establish connectivity, security and segmentation across VPC (and VNET) are fairly complex. On the other hand, for SaaS, the issue is primarily around user experience. Enterprises deploying Office365 are realizing that performance with Skype for Business and Sharepoint is not reliable. In this webinar we will take a further look at the wide-ranging capabilities the Viptela Cloud onRamp solution offers, and deploying it for AWS, Azure, and Office365.
  • VR content production: How to take advantage of the VR wave
    VR content production: How to take advantage of the VR wave Stewart Rogers, Director of Marketing Technology, VentureBeat Recorded: Jul 26 2017 60 mins
    VR creates infinite storytelling possibilities, but it’s also infinitely difficult to pull off. It’s a completely new medium that requires an entirely new way of creating content, and endless inventiveness, and have you ever seen a 360-degree camera?

    Join our latest interactive VB Live event to hear how companies are reducing travel expenses but improving employee connection, conducting interviews, and giving presentations. Learn about companies like Walmart using VR technology to train employees; how doctors are leveling up their skills; educators are transforming learning; and audience engagement skyrockets when you give them a whole new way to see, touch and interact.

    And discover how consumers are interacting with VR right now, and what the marketplace is expected to look like in the year ahead.

    Register now for real talk on the possibilities of virtual reality, the resources you need, and the rules to break.

    In this webinar you’ll:
    *Hear the results - for the first time - of the latest VR market research
    *Discover the compelling business case for VR
    *Understand why consumer-generated VR content is important to business
    *Find out how companies are using VR content to strengthen their bottom line
    *Learn what’s next in the VR content world

    Speakers:
    * Dean Johnson, Head of Innovation, Brandwidth
    * Crystal O’Hea, Senior Director Expedition X, SeaWorld Parks and Entertainment
    * Stewart Rogers, Director of Technology, VentureBeat
    * Rachael Brownell, Moderator, VentureBeat
  • Handling multiple releases for multiple customers
    Handling multiple releases for multiple customers Aspire Systems Recorded: Jul 26 2017 3 mins
    This video illustrates how multiple releases can be made at the same time for different customers, by adopting the feature-based release model.
  • Planning and Implementing a Global Language Strategy
    Planning and Implementing a Global Language Strategy Steve Dornsife, Global Learning & Organizational Dvlpmt, PayPal & Jack Marmorstein, Corporate Strategy Lead, Rosetta Stone Recorded: Jul 25 2017 57 mins
    Did you know that nearly 90% of managers say their teams face language proficiency challenges, yet only one-third are actually working with their HR departments to overcome this obstacle? Hear how PayPal recognized the need for language training across their organization and learn success tips for implementing a global language strategy.
  • The 3 Essentials of Digital Transformation & How to Deliver Them
    The 3 Essentials of Digital Transformation & How to Deliver Them Rob Koplowitz, VP and Principal Analyst at Forrester Research and Steve Tassell, Bizagi Recorded: Jul 25 2017 40 mins
    Is your digital transformation moving in the right direction? We know that there are three essential business imperatives that organizations need to act on: delivering better customer experiences, improving operational efficiency, and managing regulatory compliance.

    Wherever you are in your journey, process automation is recognized as a foundation for meeting these digital transformation goals. So join Bizagi and guest speaker Rob Koplowitz, VP and Principal Analyst at Forrester Research, as we explore the role of ‘Digital Process Automation’ in digital transformation and discuss real-life stories of how it has helped companies to:

    •Deliver digitally-led omni-channel customer experiences
    •Improve operational excellence, efficiency and agility
    •Manage data, privacy and processes to meet regulatory compliance
    •Innovate at the speed of changing customer expectations in your industry

    Who should attend: Digital Transformation Leaders, Application Development Leaders, IT and Business Process Professionals.

    About Rob Koplowitz

    Rob’s research focuses on business process management as well as artificial intelligence and cognitive computing. Rob returns to Forrester after leading IBM’s strategy for integrating Watson into the company’s collaboration services. Rob brings many years of experience in enterprise software consulting, product marketing, product management, and strategy
  • How To Help New Sellers Thrive Like Your Top Performers
    How To Help New Sellers Thrive Like Your Top Performers Donald Kelly Recorded: Jul 21 2017 47 mins
    During this training sales leaders will learn how to coach their new reps so they can perform like their more experienced reps.
  • Merchandising for Omnichannel Excellence
    Merchandising for Omnichannel Excellence Donna McGuckin and Brittany Bullard, Industry Consultants, SAS Recorded: Jul 20 2017 29 mins
    This webinar will provide a high level overview of how localized assortments and customer-centric merchandise planning can power your omnichannel business strategy.
  • How to Measure The Impact Of End-To-End Website Optimization
    How to Measure The Impact Of End-To-End Website Optimization Mat Ball, Product Marketing Manager at SOASTA Recorded: Jul 20 2017 42 mins
    End-to-end website optimization is a challenging goal for any retailer. With code changes, new features, new platforms, third party integrations, performance testing, and the clock ticking, full site optimization can be a tall order. From back-end infrastructure to front-end resources, join us as we take a look back at Nordstrom’s holiday preparation for some insight. Also, we’ll take a look into the future of performance analytics with SOASTA’s data science capabilities already helping over half of the IR 100 stay competitive.

    Join Mat Ball, Product Marketing Manager at SOASTA, for this tips-filled webinar. Mat will share how Nordstrom and other like retailers prepare for holiday readiness using performance optimization and analytic tools to assess, track, and improve their site’s performance.

    This web seminar will explain how to customize performance practices by measuring the impact of your end-to-end website optimization and how to utilize data science techniques to drive your business outcome.
  • What’s the Future of Personal Assistant Apps?
    What’s the Future of Personal Assistant Apps? Alison Murdock, SVP Marketing, Verto Analytics Recorded: Jul 20 2017 27 mins
    Does the rise of AI-driven personal assistant apps - led by Siri, Alexa, and Cortana - have the potential to impact our daily digital behavior with everyday tasks like shopping, browsing the internet, and discover content? In this webinar, we’ll look at new research that indicates where this market is headed.

    Key insights included:

    - The most popular AI-powered personal assistant apps.
    - How are consumers actually using personal assistant apps?
    - A day-in-the-life of a Personal Assistant App super user.
  • Turning advances in VR + AR into business innovation
    Turning advances in VR + AR into business innovation Stewart Rogers, Director of Marketing Technology, VentureBeat Recorded: Jul 20 2017 31 mins
    Last year, alternative reality and virtual reality raked in $1.8B, with 6.3M headsets shipped. And those numbers are expected to just keep climbing. AR and VR technology is getting sweeter every day, and the number of use cases is piling up. VR and AR isn’t just transforming how we experience games, it’s led to breakthroughs in health care, dropped operating costs for businesses, and changed how marketers can connect with customers.

    In this VB Live event, Stewart Rogers, Director of Marketing Technology, will be unveiling the results of our latest in-depth VB Insight consumer study. Register now for insights into VR and AR usage, consumer attitudes, and whether the massive potential audience that exists is ready to go virtual.

    By attending this VB Live event, you'll:
    * Understand VR and AR attitudes across the globe
    * Learn what's holding consumers back from these technologies
    * Introduce innovation with AR and VR into your own organization
    * Learn how payment technology will help facilitate new VR/AR experiences
    * Hear what experts think the future holds

    Speakers:
    * Stewart Rogers, Director of Marketing Technology, VentureBeat
    * Laura Gemmell, Innovation Analyst, Technology Innovation, Worldpay
    * Wendy Schuchart, Moderator, VentureBeat

    Register today!

    Sponsored by Worldpay
  • How secure is your enterprise machine translation process?
    How secure is your enterprise machine translation process? Mihai Vlad, VP, Machine Learning Solutions, SDL; Arle Lommel, Senior Analyst, Common Sense Advisory Recorded: Jul 19 2017 58 mins
    Machine Translation (MT) is essential to all business applications when data needs to be translated for timely decisions. However, increasing concerns over data privacy, IP and compliance require active measures to make sure there is no risk that confidential data can be misused or exposed during the MT process.

    In this webinar hosted by Mihai Vlad, VP Machine Learning Solutions at SDL, featuring guest speaker Arle Lommel, Senior Analyst at Common Sense Advisory, you’ll learn:

    • How your organization can benefit from a private MT service
    • How you can securely manage the translation of large volumes of data
    • Early results of SDL’s state-of-the-art Neural Machine Translation technology as part of SDL ETS
    • Based on CSA’s comprehensive research with MT providers, implementers, and consumers, Arle Lommel will cover the direction the market is headed, how NMT is changing that direction, and the role secure MT solutions play

    SDL Enterprise Translation Server (SDL ETS) offers a client-managed, MT solution that can be deployed on-premises or private cloud, keeping the MT process within your Intranet. SDL ETS has been used by government for more than 15 years and ensures you meet data privacy regulation and compliance by deploying a private MT portal that is both economically viable and scalable through a cloud service.
  • Preparation Prior to the Sales Call: Researching People
    Preparation Prior to the Sales Call: Researching People Sam Richter Recorded: Jul 17 2017 49 mins
    On a sales call, knowing about the person and what’s important to him/her is the key to relevance, gaining permission to ask questions, and building a genuine relationship. In this session, award-winning speaker Sam Richter will show you how to find information on people, in ways you never thought possible