Get powerful insights on how to best serve today's customers. If you want to create a successful customer experience today, you will have to appeal to the need for “alone together” time. Millennials, Gen X, Boomers or Silent Generation all look for shared but individual experiences.
Today, modern, Customer Support teams use thoughtful, intuitive technology to solve customer issues at light speed. In some cases, they have even transformed from a cost center to a juiced up revenue producer.
In our March Lunch and Learn our Customer Service experts will show how to do just that, with real-world examples from companies winning Customer Service right now, and a live demo.
Today’s customers expect tech-savvy, efficient and proactive services that fit conveniently into their digital lives. To meet these expectations, organisations are now competing as digital businesses, offering unique, personalised services that are available from any device – all whilst maintaining security and compliance requirements.
Join us on this webinar to learn how identity management can enable you to take the lead in today’s competitive digital landscape:
· The evolving customer, regulatory and business requirements
· The impact of PSD2, GDPR and Open Banking
· How to ensure privacy and consent with UMA
P&C carriers face multi-faceted strategic decisions as they assess new operational models and SaaS options. Benefits abound if they can keep a business-first focus while leveraging the best of SaaS innovation, service delivery, and in-depth support.
Join Jeffrey Goldberg, SVP of Research and Consulting at Novarica and Duck Creek Technologies VP of Solutions Willy Fox as they delve into what scalability and preparing for a future defined by change mean to P&C carriers.
Do you have Office 365 in your organization? You may not realize it, but you already have the perfect solution for delivering the right information to the right people, at the right time, in the right format and language–and on the device of their choosing.
Most content services hubs are expensive and complicated. Office 365 is an affordable, cloud-based, scalable platform that allows you to build content for a future of AI, machine-learning, chatbots, and machine-to-machine communication. It enables everyone, whether experienced in content architectures like DITA and XML or not, to use Microsoft Word and other familiar tools to create and share content in real time. Gartner recognized Microsoft as a leader in the Content Management Platform Magic Quadrant in 2017. Find out why!
Join our special guest host, Paul Perrotta, and our special guest, Steffen Frederiksen, for this free, one-hour webinar, and learn exactly why and how Office 365 is a great platform for authoring, managing, and delivering the content of the future. Attendees will also learn the benefits that come with using it, as well as be taken through a specific use case in financial services.
ABOUT STEFFEN FREDERIKSEN
Since 1989, Steffen Frederiksen has been working with the creation, management, and distribution of structured, reusable business content. This work includes methods, software tools, training workshops and CMS solutions. He has managed the training of more than 200,000 writers around the globe, primarily in the financial services, pharma, and other regulated industries.
While working for Information Mapping, Steffen developed the concept of “object-oriented information” as well as the MOM (Mapping Object Model) XML DTDs – some of the foundation of the DITA standard. With the objective of bringing the power of structured content to everyone, he founded DitaExchange in 2001 and developed its Dx4 software, which combines the DITA standard, Microsoft SharePoint and Microsoft Office.
The hype surrounding AI has reached a fever pitch, but practical uses that are delivering concrete, practical business results are here, and it’s time to get real.
From taking over the routine requests for customer service agents, reducing costs, speeding up service, and boosting customer satisfaction, to reliably helping marketers deliver what a customer wants, when they want it and where, AI is popping up everywhere, and companies need to figure out where they stand, fast, to stay competitive.
Join this VB Live event, hosted by Forrester Senior Analyst Brandon Purcell and Kayak Chief Scientist Matthias Keller to learn more about how to identify the AI use cases that can transform your business, and how to get started, stat.
* What technologies fall under the AI umbrella
* How companies like Kayak use AI to understand customers and personalize experiences
* How to identify the right AI use case for your business
* Common challenges firms face when implementing AI
* Why AI’s time in the sun has finally come, and why it’s here to stay
* Brandon Purcell, Principal Analyst, Forrester
* Matthias Keller, Chief Scientist, Kayak
* Martine van der Lee, Director of Social Media, KLM
* Pradeep Elankumaran, CEO and Co-Founder of Farmstead
* Rachael Brownell, Moderator, VentureBeat
On December 12, 2017, Steve Manning presented a discussion on how new technology will change the way we approach content. The addition of Bots, voice-enabled interfaces, and Artificial Intelligence means we must change the way we structure content. We are moving from a broadcast style of communication – publish and hope for the best – to a more conversational style of communication. More question and answer.
This imposes requirements on the content models you need to create if you want to talk to the Bots. We must be more granular in our models. We need to implement Microcontent.
Join our special guest host, Val Swisher, and Steve Manning In Part II of this series, where Steve will go a little deeper. He will discuss the language of bots/AI: intents, attributes, and assets. Then he’ll relate that to how the granularity you design into your models, the semantic labels you apply to elements, and the taxonomy you capture in creation can make or break your ability to publish DITA content to the new technologies. The session will include real-world scenarios that rely on a microcontent strategy.
You’ve setup your survey, you’ve segmented your customers, and you’re ready to start collecting NPS responses. Congratulations! Now what are you going to do with your score? You’re not alone if you’re not sure. NPS is becoming an increasingly popular metric, but it’s not always clear how product teams can take NPS feedback and make it actionable in their products.
Henry Schein faced similar questions when rolling out NPS for their dental practice software. Dan Larsen, Sr. Product Manager, shares how they rolled out NPS to their customers, the lessons learned along the way, how and they built a tight feedback loop both inside and outside the company to ensure that customer input is captured, and leveraged directly to improve their product experience.
Reusing content can be beneficial, but complicated to manage without proper guidelines. You can reuse content on many levels and apply different methods, from conditional filtering on entire maps to variable phrases for single words.
Join guest host Paul Perrotta, and our special guest, Gosia Radymiak, Customer Success Manager at Jorsek LLC, the makers of easyDITA, for this free, one-hour webinar. In this webinar, attendees will learn how to 1) review reuse mechanisms available in DITA; 2) learn about reuse best practices, including content organization and localization do’s and don'ts; 3) learn how to create a reuse strategy suitable for your content; and finally, 4) to get links to useful resources about DITA and reuse, including articles and training.
Step beyond the hype and the myths about Artificial Intelligence (AI) and Machine Learning (ML). Join us on this webinar to learn the real world significance of AI for an enterprise. This webinar will take a practical view of how ML can make a difference in your business, illustrating the role it plays in any meaningful digital transformation effort employing AI. The focus will be on the business value this technology can deliver.
Infosys Nia, a comprehensive AI platform, comes equipped with Advanced Machine Learning that works in concert with its other aspects rendering effective digital transformation solutions for an enterprise. Join us to learn how you can embark on your own digital transformation journey.
- Mike Gualtieri, VP, Principal Analyst Serving Application Development & Delivery Professionals, Forrester
Product Management & UX can be a harmonious super-team, or they can be mired in overlap and conflict. Guess which approach leads to more successful products? The most effective teams embrace overlap and focus on delivering an exceptional product experience for their customers. Together, Product Managers and UX/UI Designers turn unique market insight into tangible products that have the power to surprise and delight customers. Product teams which master the craft of user experience tend to win big by creating end-to-end product experiences that attract, delight and retain their users.
Please join us as we sit down with Annie Dunham, Director of Product Management at ProductPlan, and Kelsey Hughes, UX Designer at Pendo, to share how they inspire user experience in their respective roles.
We’ll show you how ProductPlan and Pendo deliver excellent experiences with smart, efficient, and beautiful products and give you the chance to ask questions and join the discussion.
Watch a demonstration and learn how using Bizagi Live Processes can help improve day to day business operations, build processes right from within your browser. and quickly implement new applications for any business need.
Designing and developing a user-friendly Service Portal or Self-service portal tops the to-do charts of any IT Service Management leader. But enabling the end-user to use the service portal effectively is a herculean task and that’s where most organizations fail. In this knowledge session, our ServiceNow experts will demonstrate how to build an easy-to-use service portal and achieve your organization’s IT Service Management goals.
Key topics covered in the session include:
- Evolution of IT Service Delivery: From simple service request forms to brand/face of IT
- Key strategies to adopt while building your Service Portal
- Demo: Service Portal creation without coding
- Q & A
It’s been just over a year since Hewlett Packard Enterprise deployed SDL Tridion Docs. This presentation will share some of that experience, including before and after snapshots, best practices and lessons learned.
Join us for a live webinar where we will discuss how clients can integrate MT into core business applications, while protecting information privacy and security. We'll also explore real use cases that help clients gain value from Enterprise MT that can be customized for an organization’s application and mission.
Browse, Click, Buy: Shopping across screens in 2018
More than 96% of all American adults engage with an e-commerce property at least once a month.* Consumers use a variety of devices to research, shop, and complete their purchases. To understand today’s digital shopper, it’s imperative to look at the full funnel view, the path before and after purchase, on multiple screens.
In this live webinar, we’ll look at real-world examples from consumers across devices on top shopping platforms. Also, learn how you can reach and engage the right audience at the right time. We’ll discuss:
- What does the shopper funnel view look like? See which properties are visited most before or after shopping, including day-in-the-life and week-in-the-life views of key demographics.
- Who is the online shopper? How often do different demographics shop, how much time do they spend shopping, and when do they shop? How are online shopping behaviors different depending on demographics?
- How do consumers behave differently with different shopping platforms? Understand how Macy's, Groupon, Wish, Target, Google, and Amazon consumers interact when they’re shopping.
- How does multitasking play a part in shopping? Understand the other apps consumers are using while shopping, which may influence their purchase decision.
Learn how Verto Analytics uses single-source panel data to provide the latest in digital shopping analysis. Register today.
* Source: Verto Analytics data from December 2017.
With the ServiceNow’s new Kingston release, fans will not only get new functionality for a richer user experience but enjoy important strides in perhaps the most anticipated areas area of the day: machine learning and automation.Every release brings us more expansion across the ServiceNow Platform, and Kingston is no exception, adding new features and functionality including advances in the ServiceNow Platform, CSM, HR Service Delivery, ITOM, ITBM, Performance Analytics, Security Operations, GRC, and, of course, IT Service Management (including Software Asset Management). Taken in context, these new capabilities make a strong case that ServiceNow is setting itself up to act as the technology backbone for modern organizations (so keep an eye out for future platform plays!).
Dashboards, reports, KPIs, and metrics are all part of life in the contact center. The challenge: putting all that data in context to use it effectively. Does your team struggle to measure or improve the customer experience consistently? If so, you’re not alone. According to a 2017 ICMI survey, it’s one of the top ten challenges for contact center leaders.
Join us on February 22 as we help you identify ways to understand the most complex customer feedback in an organized and comprehensive manner. We’ll also show you how to use the power of text analytics to put your metrics in the right context, and how to deliver those valuable insights to key decision makers across your company.
In this webinar, you will learn:
* How to use the data you already have to identify actionable areas for improvement
* How to refine your dashboards and measure what really matters to customers
* How to better analyze, measure, and correlate your customer data
Join us for an interactive and informative hour, complete with live audience Q&A.
Discover the Total Economic Impact™ of a Global Content Operating Model
Do your content teams still update websites and translations using copy/paste? Are you stuck with disjointed processes that slow down translation project delivery and global time to market? Do you present an inconsistent brand voice and identity across your digital channels?
There is a better way. Join experts from SDL and our guest speaker from Forrester Consulting on this webinar.
We will share the results of a study conducted by Forrester Consulting*, which uncovers the return on investment, cost savings and business benefits of implementing a global content operating model. You will learn:
• The key elements of this model.
• The quantifiable benefits that can be achieved.
• How SDL Tridion DX and SDL Language solutions support this approach to content.
*The Total Economic Impact™ Of SDL Tridion DX Content Management And Language Technology & Services, a January 2018 commissioned study conducted by Forrester Consulting on behalf of SDL.
In today’s business world, communication matters more than ever. People want to communicate in new ways everyday: more channels, more devices, more flexibility. But these demands rely on a new generation of technology, operating in real-time. What happens if the technology isn’t reliable? Digital services to customers are unreachable. Phones stop working. Video conferences crash.
A small outage can have a big impact. Businesses need to react quickly and get to the root cause to find a solution. They need to ensure their UC is reliable, and optimized.
Unified communications are the arteries and veins of your organization and its connection to the outside world. Internally, you can’t function properly when there are problems. Externally, you’re paralyzed when there’s an outage. Unified communications keep the heart of the organization pumping.
Without effective communications and collaboration capabilities, employees are at a competitive disadvantage with slower product development and decision making overall. Reliable communications and collaboration infrastructure that helps employees work efficiently enables your organization to breathe.
5 Best Practices for Highly Effective Mobile App Adoption and User Engagement
How does your app stack up? Mobile product teams are challenged to drive app adoption and usage in an environment where most apps don’t last past the first use. Successful mobile teams don’t just drive one-way outreach in their app, they close the loop with customers - offering deep engagement and communication throughout the user journey.
Why this webinar is worth your 60 minutes:
* You’ll learn new tactics for user engagement that you can use inside and outside of your app
* You’ll know how your users want to be contacted and surveyed
* You’ll see how app owners and product managers can marry customer experience with app engagement
* You’ll take actionable feedback that you can use immediately, no matter what kind of app you manage
Discover how creating an agile culture enables you not only to deliver digital solutions fast, but also to make sure that they return results – including huge financial savings and complete project payback in 2 months or less
Join this webinar hosted by Bizagi Customer Travelport, a travel commerce platform connecting the world’s leading B2B travel providers with pioneering B2B payment solutions. We’ll discuss how agility has radically redefined the way Travelport operates by:
- Creating a culture of collaboration and experimentation
- Shining a light on the simplification of critical processes
- Delivering rapid results that demonstrate digital transformation
Who should attend: Digital Technology Leaders, Application Development Leaders, IT, Business and Process Professionals.
For Digital and operational leaders, there’s a tension between the demand for agility and the pressure to maintain compliance with global regulations. How can you reconcile these competing corporate goals?
Learn from the experience of Cofco International for practical advice on:
- The critical role of agility in global digital operations
- Why digital agility is essential to regulatory compliance
- How to create digital solutions fast in an agile culture
Who should attend? Digital Technology leaders, Application Development Leaders, IT, Business and Process Professionals.
Next-generation commerce is more than just the purchase transaction. And it delivers a seamless experience across channels, even IoT devices. Most important, it focuses on continuing the customer conversation throughout the end-to-end experience. Join this session and learn how to manage people, processes, and technologies for next-generation commerce.
Gain practical insights from experts on the critical role of agility in digital transformation. In this session, we will discuss how conservative and low risk cultures can be quickly replacing agile methodologies and rapid experimentation.
But how? Join us hear from a seasoned panel of Digital Agility experts including Rob Koplowitz (Forrester Research - Principal Analyst), Gustavo Gomez (Bizagi - CEO), Rui Dinis (Director of Finance and Administration – Manpower) as we answer questions including:
•Where should change come from, top down or the ground up?
•What are the biggest barriers to building agile momentum
•What results have agile solutions delivered for Manpower Group?
Who should attend: Digital Technology leaders, Application Development Leaders, IT, Business and Process professionals
How can ServiceNow transform your HR Service Delivery? Start simplifying HR processes, reducing time spent on routine tasks, and modernizing the employee service experience.
- The Big Picture: Why are we all investing in HR?
- Real World Examples: What's possible in HRSD
- Build your Business Case: Alignment, Impact, and your 4 steps to a killer pitch
- Questions to expect: New demands and changes we see with Acorio clients as ServiceNow HRSD expands
What is the strategic difference between customer service and customer experience? How can contact centers improve ROI by improving the customer experience? Join us as Nate Brown breaks it all down, and arms you with strategic direction to drive growth in the year ahead. You'll learn how to gain the buy-in you need to move your CX initiatives forward, how to find opportunities for quick wins, and how to leverage customer feedback to generate revenue. Bonus: attendees will gain free access to Nate's newly released CX Primer tool.
Did you know that simplifying the login experience of your site visitors can result in up to 20% increase in order size and in up to 62% fewer abandoned shopping carts? Join Mike Carr, the VP of eCommerce Services at Amazon, as he reveals how Amazon helps top digital businesses attract more Amazon shoppers to their sites and boost sales.
During this interactive and thought-provoking session, the attendees will learn to identify special moments in the digital customer experience that build loyalty and prevent disengagement.
The data contained in the data lake is too valuable to restrict its use to just data scientists. It would make the investment in a data lake more worthwhile if the target audience can be enlarged without hindering the original users. However, this is not the case today, most data lakes are single-purpose. Also, the physical nature of data lakes have potential disadvantages and limitations weakening the benefits and possibly even killing a data lake project entirely.
A multi-purpose data lake allows a broader and greater use of the data lake investment without minimizing the potential value for data science or for making it a less flexible environment. Multi-purpose data lakes are data delivery environments architected to support a broad range of users, from traditional self-service BI users to sophisticated data scientists.
Attend this session to learn:
* The challenges of a physical data lake
* How to create an architecture that makes a physical data lake more flexible
* How to drive the adoption of the data lake by a larger audience
The digital world is transforming how we interact with our customers. In this world, content is currency and the right content drives the customer journey and connects each customer touchpoint with the next. But managing this content on a global scale across channels in multiple languages requires a new approach that centralizes data, standardizes process, and integrates technology into a unified platform.
That sounds great in theory, but what does it actually mean? Join SDL as we discuss how a Global Content Operating Model (GCOM) can help you achieve your business goals by defining processes and technology frameworks that support your entire content supply chain.
We’ll look at business parameters that factor into how you deploy such a model, and take a peek at how this model evolves over time and even prepares companies to take advantage of emergent AI.
We’ll break down each step, including:
• How to manage the content supply chain across departments and platforms.
• How to apply processes that address each step from content creation and translation to delivery.
• Criteria for selection of technology and services that lead to growth and sales.
Today, 27% of consumers are willing to share personal data for more financial guidance and a more personalized digital customer experience. Of those consumers, more than 60% are willing to share data from their Uber, OpenTable and Facebook accounts; online/in-store retail purchases; and frequent flyer programs, etc.
This webinar will dive into the findings of NTT DATA Services’ national research study entitled, “Digital CX in 2020: Cracking the Code on Data,” with customer experience expert, Lisa Woodley.
eDiscovery driven by litigation involves analyzing large volumes of diverse sources of information - files, databases, paper documents, audio, video and more. To add to the complexity, Gartner research suggests that 80% of all litigation will be multilingual by 2020, which creates a significant challenge for organizations and makes it costly to process and analyze data.
Because machine translation (MT) is designed to automatically translate large volumes of data in a short amount of time, it provides an excellent solution for organizations dealing with large volumes of content.
In this webinar, experts from SDL and Nuance Communications will discuss:
• How MT optimizes eDiscovery and governance processes to reduce the time and improve the accuracy of search and analysis across multilingual content.
• How to deal with government regulations such as GDPR, which forces organizations to establish corporate compliance and informational governance policies to address multilingual content.
Are you struggling to compete with online competitors like Amazon? Are you able to deliver a seamless and harmonized experience across online and in-store? Do you understand what is motivating your customers to buy from you? Customers spend more on brands who offer a great personalized experience - across screens, channels, and — most importantly — the digital touchpoints that exist across the enterprise.
Join guest speaker, Gabe Rodino of SDL, together with John Kottcamp of Tahzoo as we share solutions to bridge the insight-to-action gap, and empower you to drive meaningful results with customer interactions. We’ll explore how a combination of visual recognition, cognitive computing and dynamic publishing are used to compile and curate in-store customer data, ultimately resulting in higher sales and greatly increased business and consumer intelligence. An integrated solution can increase customer loyalty, grow revenue per square foot, and even improve inventory management.
In this webinar, you’ll learn:
•How engagement technologies capture, measure, and assess dynamically and in real time.
•Methods to engage customers as a segment of one.
•How to personalize to the ever-elusive anonymous customer.
•What personalization is NOT, and best practices from real life examples.
Chatbots have a long way to go to be self-sufficient, but if you build them on a base of structured content, they can be a helpful content delivery tool today. Join The Content Wrangler, and Patrick Bosek of Jorsek LLC to learn how you can publish your DITA content to your chatbot.
As a part of this process, Patrick will talk about how chatbots fit into your total content delivery strategy, how to transform DITA content for chatbots, and how to update and maintain chatbots as a delivery system.
About Patrick Bosek
Patrick is a co-founder and Director of Customer Success at Jorsek LLC, the makers easyDITA. Since beginning with Jorsek LLC in 2005 Patrick has worked on a wide range of projects all focused on improving authoring, production, and distribution of content. Most recently, his primary focus has been empowering the users of easyDITA and generally advancing the product documentation industry.
Patrick is a software industry professional specializing in developing, productizing, and solving problems with product content software. He is a highly skilled developer, thoughtful manager, passionate customer advocate.
Growth through acquisition is a common strategy for recurring revenue businesses, providing rapid revenue gains, increased customer base, and cost-side synergies. Capturing those synergies requires thoughtful post-acquisition integration work; bringing multiple companies into a single way of operating across a larger pool of customers.
In many cases, each business has independently built a frictionless Continuous CustomerTM experience around their product offerings, fine-tuning their operations for the singular purpose of attracting, keeping, and growing that certain customer base for that particular offering. After the acquisition is made, attention quickly turns to how these independent entities can be quickly combined to operate efficiently and realize expected benefits.
This session will cover client examples of overcoming this challenge and map out the five steps to integrate recurring revenue business acquisitions to maximize value.
This part 3 of the webinar series, “4 Dimensions of DevOps” focuses on applying a templated approach to continuous testing and brings out the importance of continuous testing in an agile paced DevOps environment.
Key takeaways from the webinar:
• Importance of continuous testing in DevOps
• Test Automation Vs Continuous Testing
• Applying templated approach to continuous testing
• Sample use case scenarios
A projected 10 billion more devices will be connecting to the Internet in the next four years. The business potential behind that number is huge, but so are the challenges the IoT ecosystem faces — from lack of a shared architecture for interconnection to the continued problem of how to authenticate devices on the network.
But as customers connect more devices and expect less friction and more continuity across them, blockchain technology seems to hold the potential to unlock new business model use cases — and ROI from them. Join the latest VB Live event to learn more about intersections between IoT and distributed ledger technologies and explore how they can unlock the security required to realize a profitable Future of Things.
In this webinar you'll learn:
* What distributed ledger technologies such as blockchain mean for businesses in 2018?
* How blockchain for IoT can build trust between people and parties who transact together, reduce costs, and accelerate transactions
* The future of universal architecture and what it means for autonomous products and services
* Jonathan Johnson, Overstock.com Board Member. Medici Ventures President
* Dawn Barry, President, Luna DNA
* Jessica Groopman, Founding Partner, Kaleido Insights
* Rachel Brownell, Moderator, VentureBeat
At Box, we're dedicated to creating a better way to do business with Cloud Content Management. That means uniting all your people, information and applications in the cloud to drive secure collaboration and productivity across the extended enterprise. And we have some exciting updates that will transform the way work happens at your organization.
In this webinar, we'll bring you up to speed on all the news at Box. During the session, you'll hear about:
- Box Relay, our simple, secure workflow tool — and watch a live demo
- Box GxP Validation, accelerated validation in the cloud for life sciences and pharma companies
- Box Zones, data residency that keeps your valuable data at home
- Box Notes, our note-taking app for teams — and see it in action
- Box Command Line Interface, a way to manage Box services directly from your command line
- Box Transform, a new service offering that helps accelerate your digital transformation
- We'll have a Q&A session at the end of the webinar too!
It takes an average of 11.5 weeks to onboard just one agent - and one in three agents will leave your organization within the year. The time to reimagine your approach to onboarding has never been more critical.
With a new way of thinking about onboarding agents, you can speed up time-to-competency, mitigate early turnover, and continuously build capability on-the-job, which will ultimately drive better business performance. We’ll give you 3 key principles that call center leaders, including BT Consumer, the UK’s largest provider of broadband services, are applying to their business to improve results.
Moving from legacy systems to modern technology can be a daunting task. Depending on the number of documents you currently have, just deciding what to move can be difficult.
Join The Content Wrangler and Stephani Clark of Jorsek LLC to learn how to perform a content audit, develop a conversion plan, and learn about other considerations when transferring content.
About Stephani Clark
Stephani Clark is a Customer Success Manager for easyDITA, a DITA Component Content Management System based in Rochester. She works to train and assist users of easyDITA’s software. Stephani also works on easyDITA’s information development team and spends about half her time creating technical documentation for the software.
Before she worked for easyDITA, Stephani spent over ten years working for her family’s energy efficiency company. During that time, she worked in sales management, operations, and project management. Stephani also developed the company’s training program and served as their National Training Administrator, which brought her to Rochester in 2010 when the company opened an office there.