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Customer Experience

  • CEO PoV: Take Control of your Cloud Application Experience
    CEO PoV: Take Control of your Cloud Application Experience Praveen Akkiraju, CEO, Viptela Recorded: Apr 20 2017 39 mins
    Enterprises are undergoing a revolution in their infrastructure as the application world is being transformed by cloud technologies. Today your applications can be located in the data center, through IaaS, or in a SaaS cloud. Similarly, users are transforming with mobility; no longer are they tied to one location. Enterprises want to solve the problem of connecting users to their applications in a consistent and secure manner.

    The overarching issue is the connectivity between these two worlds as we're stuck in two-decades old technology. Enterprises are therefore challenged with the requirement to transform their infrastructure while integrating underlying legacy technologies, and for the user to access their applications while maintaining policy and security framework.

    Join our CEO as he discusses how IT infrastructure is being transformed during the era of cloud technologies, and how Enterprises across a number of industries can embrace the network revolution.
  • Right on the Money
    Right on the Money Colleen Francis Recorded: Apr 20 2017 46 mins
    Accelerating revenue by changing and exploiting the new transition from buyer to customer
  • VR meets marketing: Get ready for this new reality
    VR meets marketing: Get ready for this new reality Stewart Rogers, Director of Marketing Technology, VentureBeat Recorded: Apr 19 2017 62 mins
    Wildly successful VR campaigns from industry giants like Lexus, Marriott Hotels, McDonald's, Carnival Cruises, Best Western, UNICEF, and Red Bull have shown that VR has become a powerful marketing tool. It’s taking advantage of innovative product placement, create interactive trailers, engage with branded mini-games, create intense emotional experiences, and more.

    Mobile VR from the likes of Sony, Facebook, and HTC already has an audience in the millions — 67% of smartphone users have tried, or want to try, VR experiences. And as hardware prices come down and haptic feedback devices become common, that number will continue to blow up.

    VR isn't just a disrupter—it's an earthquake reshaping the marketing landscape. Join today's VR innovators in this VB Live event and learn how to take emotion-driven marketing to the next level.

    In this webinar you'll:

    · Discover why VR marketing will be important in 2017

    · Find out what will work in VR marketing, and what won't

    · Understand the VR marketing landscape

    · Learn how to get started, and how you can leverage the opportunity

    Speakers:

    * Stewart Rogers, Director of Marketing Technology, VentureBeat
    * Dean Johnson, Head of Innovation; Brandwidth
    * Cathy Hackl, Chief Communications Officer, Future Lighthouse
    * Wendy Schuchart, Moderator, VentureBeat
  • Sales Strategy Doesn't Start in Sales
    Sales Strategy Doesn't Start in Sales Liz Heiman Recorded: Apr 19 2017 39 mins
    Welcome to The Sales Experts Channel! We are a community of 63 sales authors, trainers, researchers and thought leaders collaborating here to answer your questions about how to sell more effectively.
  • Sales Leadership Practices That Do More Harm Than Good
    Sales Leadership Practices That Do More Harm Than Good Carole Mahoney Recorded: Apr 19 2017 24 mins
    Join this session to discover what science reveals as some of the worst sales leadership practices today. How might some of these common sales development practices actually hurting the bottom line and preventing the improvement of sales people? Is your company in danger of creating it’s own sales problems?
  • Creating the Digital Office with Google & DocuSign
    Creating the Digital Office with Google & DocuSign Adam Massey, Google; Tim Proschold, Sereno Group; Scott Harrison, DocuSign; Marshall Nam, DocuSign Recorded: Apr 18 2017 38 mins
    With DocuSign & Google, you can create, edit, and complete documents in minutes right from Google Drive and GMail. DocuSign has been designed as a natural extension to core G Suite applications, enabling users to create end-to-end digital workflows and move seamlessly from an email attachment or file stored in Drive to approval & signature in no time at all. Doing business has never been more efficient. Plus, your clients and partners will love the ease and convenience of signing with DocuSign.

    In this webinar, you'll see DocuSign and G Suite in action and learn how to:

    - Integrate DocuSign with G Suite applications such as Drive and Mail
    - Add multiple signers and set the signing order
    - Prepare a document for signature within Google Drive, GMail, and ZipForms
    - Drag and drop "sign here" tags and other fields for guided signing
    - Track documents from your Chrome browser
    - Automatically store completed documents in your Drive account
    - With DocuSign & Google, things just come together!

    Featured Speakers:

    Adam Massey, Dir., Strategic Technology Partnerships, Google Cloud
    Tim Proschold, VP, Group Strategy & Success, Sereno Group
    Scott Harrison, Sr. Dir., Business Development, DocuSign
    Marshall Nam, Dir. Partner Product Management, DocuSign
  • The Practically Perfect Cold E-Mail System For Prospecting
    The Practically Perfect Cold E-Mail System For Prospecting Marylou Tyler Recorded: Apr 18 2017 47 mins
    Welcome to The Sales Experts Channel! We are a community of 63 sales authors, trainers, researchers and thought leaders collaborating here to answer your questions about how to sell more effectively.
  • Customer support: Unleash your superpowers with AI
    Customer support: Unleash your superpowers with AI Stewart Rogers, Director of Marketing Technology, VentureBeat Recorded: Apr 13 2017 59 mins
    Flawless customer support directly translates to bottom line success. And that means reading customers' minds by offering real-time, reliable responses wherever they are—a feat that's not easily accomplished with call centers or even Live Chat.

    To help companies get it right every time, AI has stepped into the breach, cape blowing in the breeze. AI is impacting just about all areas of company activity, and now enables cost-effective, efficient, and superpowered solutions that turn customer agents into heroes, helping them assist more customers, more quickly, in the channel they're most accustomed to using—messaging platforms. Or maybe not using agents at all, but bots.

    Join our interactive VB Live event where Stewart Rogers will take a deep dive into his latest VB Insight report to give you the who, what, why—and especially how—of AI-powered customer service.

    In this webinar you'll:
    * Use AI to accelerate your customer support
    * Learn why chatbots are the answer to increased customer service
    * Get started on the first steps toward implementing an AI solution on the help desk
    * Integrated an innovative social customer service operation in a bot-driven world

    Speakers:
    * Stewart Rogers, Director of Marketing Technology, VentureBeat
    * Tony Jamous, President of Nexmo, part of Vonage
    * Wendy Schuchart, Moderator, VentureBeat
  • Performance Management Made Easy
    Performance Management Made Easy Steven Rosen Recorded: Apr 13 2017 41 mins
    Are you effectively managing performance in your district?
    In Managing Performance Made Easy, Steven shares his sales managers simple approaches to conducting quarterly business reviews, managing non-performing sales reps and managing your boss.
    In this webinar, you'll learn how to:
    •Implement a simple performance management process
    •Conduct impactful quarterly business reviews
    •Effectively manage non-performing sales reps
    •Successfully manage your boss
  • Sales Success
    Sales Success Elinor Stutz Recorded: Apr 13 2017 49 mins
    Welcome to The Sales Experts Channel! We are a community of 63 sales authors, trainers, researchers and thought leaders collaborating here to answer your questions about how to sell more effectively.
  • Disrupting Insurance with IoT, Demo
    Disrupting Insurance with IoT, Demo Joe Policella, Principal Consultant at NTT DATA Services Recorded: Apr 12 2017 8 mins
    Joe Policella presents ongoing exciting new developments for Insurance Industry. performing a live demonstration on how IoT can disrupt traditional business models in the insurance industry. The demonstration of a water leak scenario illustrates Insurance as a Service, Usage Based Insurance/Dynamic Pricing, and Prescriptive Analytics. The demo uses NTT DATA Services’s Insurance IoT Accelerator which is an end-to-end cloud based IoT Fabric
  • CEO PoV: IT Infrastructure for the Cloud Era
    CEO PoV: IT Infrastructure for the Cloud Era Manan Shah, Director of Product Management at Viptela Recorded: Apr 6 2017 47 mins
    Enterprises face major hurdles as they transform their IT infrastructure in the era of IoT, Cloud, and mobile. Viptela defines how simplification and abstraction of sophisticated underlying technology is imperative to reimagining today's connectivity; an architecture that fundamentally changes the way networks are built and consumed. We invite you to join the discussion as we break down the essential areas behind how some Fortune-500 enterprises are taking the lead in jump-starting IT innovation.

    SD-WAN is the first step in transforming enterprise infrastructure. However, depending on the solution, organizations could still be stuck with an operationally complex model. Implementing separate infrastructure solutions for Cloud, IoT, mobile, security, etc. compounds the problem. It is crucial to think of integrated strategies on addressing security vulnerabilities, application performance, and long provisioning times for new services.

    The right SD-WAN solution is just the beginning.
  • Make Your Value Proposition "Sales Ready"
    Make Your Value Proposition "Sales Ready" Lisa Dennis Recorded: Apr 6 2017 46 mins
    The typical value proposition isn’t geared up to be used by sales “in conversation.” Connecting the dots between buyer needs and a product-focused value proposition is hard and not every sales person can do it well. Learn how to deliver a consistent and “sales Ready” message that closes deals.
  • Create more engaging financial wellness solutions
    Create more engaging financial wellness solutions Katy Gibson, VP Product Management, Envestnet | Yodlee Recorded: Apr 6 2017 61 mins
    For years, delivering a powerful personal financial management solution (PFM) consisted of providing consumers with basic budgeting, spending and tracking tools. And, while many PFM users found these tools useful, many more are still left searching for more personalized and predictive solutions to help them better understand and manage their financial wellness. Today, if your PFM solution doesn't offer the personalized services and support your customers want, with the features they need, you've already lost them.

    Successful providers of financial wellness solutions understand that their biggest competitive advantage — and the key to retaining their customers — is having an intimate understanding of their clients' financial wellness. With improved data aggregation, AI models, and predictive and prescriptive analytics, your company can provide smarter, more personalized financial wellness solutions that deliver the actionable suggestions and guidance that build long-term trust and loyalty.

    To find out how you can deliver more meaningful and productive financial wellness solutions that deliver engagement and longevity, don't miss out on this interactive VB Live event!


    In this webinar, the panelists will discuss:
    * Pivoting the drivers of change and the evolution of PFM in banking
    * How to improve customer interaction with financial wellness solutions
    * Using predictive analytics and AI to deliver more personalized and engaging financial wellness applications
    * Driving customer loyalty and engagement with the next wave of financial wellness solutions

    Panelists:
    * Katy Gibson, VP Product Management, Envestnet | Yodlee
    * Keith Armstrong, Co-founder and Chief Operating Officer, Abe.ai
    * Colin Walsh, CEO and Co-founder, Varo Money
    * Evan Schuman, Moderator, VentureBeat


    Register today!
  • How to optimize the digital experience with personalization
    How to optimize the digital experience with personalization Lars Birkholm Petersen, VP of Business Optimization, Sitecore Recorded: Apr 5 2017 49 mins
    According to recent research, organizations who optimize their digital experiences with personalization see a 19% increase in conversions.

    Register for this webinar to discover how you can increase conversions by delivering more tailored, contextual experiences.

    Key takeaways include:

    · Which data you can and should collect to better understand customer intent
    · How to overcome organizational barriers preventing getting started with personalization
    · What other organizations are winning more conversions by personalizing their experience for customers

    Register today and also receive a new Personalization Toolkit, filled with resources to help you deliver contextual, relevant experiences that boost conversion rates.

    Lars Birkholm Petersen is the VP of Business Optimization at Sitecore and co-author of Connect: How to Use Data and Experience Marketing to Create Lifetime Customers.

    Lars has many years’ experience with strategy, marketing, digital analytics and optimization. He has consulted with hundreds of organizations to improve their use of technology in connecting with their customers.

    Today Lars heads the Sitecore Business Optimization Services (SBOS) global team of consultants. Through SBOS, Lars helps Sitecore customers and partners with their transformation from marketing with a brand-centric, static web presence to marketing with a personalized, contextual, omnichannel digital platform that creates great customer experiences and builds loyal customers.
  • A Simple Sales Coaching Methodology that Moves the Needle
    A Simple Sales Coaching Methodology that Moves the Needle Mike Kunkle Recorded: Apr 5 2017 37 mins
    Everyone seems to know that sales coaching is needed. Unfortunately, even when sales managers try to coach, they often focus on the wrong things. The solution is ROAM, a simple coaching methodology that gets results!
  • Omnichannel - Technology to deliver on the Customer Experience Promise
    Omnichannel - Technology to deliver on the Customer Experience Promise Mike Burke - Director Product Testing Solutions, IR | Ali Athar - Solutions Consultant, IR Recorded: Apr 5 2017 46 mins
    This is part 2 of our Omnichannel Customer Experience series. Having looked at how you can deliver on the omnichannel customer experience promise, we now address how technology can assist in delivering the ultimate omnichannel customer experience.
  • The Digital Bank: How to Deliver a Great Customer Experience
    The Digital Bank: How to Deliver a Great Customer Experience Adam Hernandez, Sr. Account Executive, Financial Solutions Recorded: Apr 4 2017 51 mins
    According to a PWC study, “two in five customers leave banks after a bad experience”. And 45% of these will discourage others from using their former bank which makes a great customer experience a crucial competitive advantage. Customers are switching to banks that allow them to interact digitally at the branch and on the go. These new Digital Banks will lead the way, deliver excellent customer experience, and thrive in this digital decade.

    Find out how DocuSign can you help you eliminate paper from your processes and join the digital age. From account openings to servicing and new product sales – DocuSign helps keep the process digital so you can focus on what matters most: the customer.

    Watch this webinar to learn how DocuSign can help you:
    - Streamline customer/member on-boarding
    - Provide anytime, anywhere access via mobile devices
    - Meet ever-evolving compliance requirements
    - Provide a great customer experience!
  • The Physics of Closing
    The Physics of Closing Don Cooper Recorded: Apr 4 2017 46 mins
    Effective closing is about physics. Along with a little psychology, economics and cryptology thrown in. Fortunately, you don’t need a PhD to improve your closing ratio. (Or even any previous science classes.) This presentation will provide you with the insights and tactics you need to close deals faster and easier!
  • 5 Proven Acting Tips for More Confident Presentations and Conversations
    5 Proven Acting Tips for More Confident Presentations and Conversations Julie Hansen Recorded: Apr 4 2017 41 mins
    Actors know what it takes to appear confident in front of any type of audience. Learn 5 simple acting tips that will help boost your sales confidence -- and boost your prospect’s confidence in you and your solution!
  • Practical Ways to Improve Customer Satisfaction Scores
    Practical Ways to Improve Customer Satisfaction Scores Kristin Monaco, Anne Palmerine, Kristy Powers, and Erica Marois (mod) Recorded: Mar 30 2017 46 mins
    Customer satisfaction (CSAT) is one of the most commonly used contact center metrics. In fact, ICMI research estimates that you’ll find CSAT on 87% of contact center dashboards. Measuring satisfaction is straightforward, but acting on that data to improve the customer experience isn’t always easy. Want to know a few secrets to raising CSAT scores? Some of our 2017 ICMI Global Contact Center Awards finalists are ready to share their best tips.

    Join us for an interactive panel-style discussion with three industry thought leaders, including awards finalists in ICMI’s prestigious Best QA/Customer Experience category.

    Attend this webinar to learn:

    * Practical ways to improve customer satisfaction
    * How improved CSAT scores can impact your bottom line
    * Unique strategies you can apply to deliver an outstanding customer experience

    Join us for this interactive and informative discussion—complete with best practices, practical tips, and live Q&A.
  • The Pursuit of Award-Winning Service Improvement: A Case Study from CGI Federal
    The Pursuit of Award-Winning Service Improvement: A Case Study from CGI Federal Shane Knipschild, Tom Wible, and Leslie Cook (moderator) Recorded: Mar 30 2017 60 mins
    The HDI Service Improvement Award recognizes an organization that has successfully implemented or improved one or more service offerings. Attend this webinar to learn how the 2016 award winner, CGI Federal, implemented world-class service improvements. Shane Knipschild and Tom Wible will share:

    * The state of the organization before CGI Federal launched its service improvement initiative
    * The strategy for CGI Federal's service improvement initiative
    * The outcome, including lessons learned and the impact on CGI Federal
  • Elevating Patient Support: Embracing Digital Disruption
    Elevating Patient Support: Embracing Digital Disruption Tony Romito, Managing Director, Accenture Life Sciences | Rich Sherman, Managing Director, Accenture Cloud First Recorded: Mar 30 2017 55 mins
    Set yourself apart in the emerging healthcare IT ecosystem. Today, life sciences companies need to go above and beyond to stand out. This means clarifying your market positioning regarding patient outcomes and value to the healthcare system, defining the differentiating capabilities necessary to deliver on those goals and creating a high-performance enterprise of partners, collaborators and talent.

    Join life sciences and cloud industry leaders, Thursday, March 30 to learn:

    - The state of life sciences and healthcare today, trends and challenges
    - How to differentiate patient services offerings and add value to the healthcare system
    - How to create a high-performance enterprise of partners, collaborators and talent
    - What your peers are doing to elevate their patient support
  • Are you Setting the Right Objectives for Sales Training?
    Are you Setting the Right Objectives for Sales Training? Christian Maurer Recorded: Mar 29 2017 47 mins
    Many Sales Executives are under the impression that they are not getting the results they have expected from sales training. This webinar will discuss how setting the right objectives for sales training is a corner stone to improve this situation.
  • Celent & INETCO: Is Real Time Data Necessary in Retail Banking?
    Celent & INETCO: Is Real Time Data Necessary in Retail Banking? Daniel Latimore, Senior Vice President - CELENT and Stacy Gorkoff - INETCO Recorded: Mar 28 2017 60 mins
    Real time is rapidly becoming more important to retail banks. Payments, customer responsiveness, and fraud detection must all become faster. Powering them all is data in its many facets.

    Join banking analyst firm Celent, and real time transaction monitoring and analytics company INETCO, as they explore real time’s current progress, its implications for financial institutions, and how banks should respond.