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Customer Experience

  • Stop Wasting Their Time! 5 Ways to Ease Customer Frustration
    Stop Wasting Their Time! 5 Ways to Ease Customer Frustration Art Schoeller, Brendan Dykes, Megan Selva (moderator) Recorded: Oct 19 2017 54 mins
    2017 Forrester research revealed that 73% of online consumers cite valuing their time as the most important thing a company can do to provide excellent service. And according to ICMI’s Brad Cleveland, prompt service is one of the top ten customer expectations. The problem? Outdated, disjointed processes and systems still prevent most contact centers from delivering a truly seamless experience, and the result is often low efficiency and high frustration.

    Are you looking for ways to reduce customer frustration? Join us for this complimentary webinar as we share five practical steps you can take to simplify the customer experience and drive ROI for the business.

    In this webinar you will learn:
    * How to train and empower agents to ease the customer experience
    * Why omnichannel service impacts the whole business, not just the contact center
    * How to enable better collaboration between the contact center and other departments
    * How the right technology can enable a better omnichannel experience for both agents and customers

    Join us for an interactive and informative hour, complete with audience Q&A.
  • Measuring Content Performance with ContentWRX: Live Demo + New Insights
    Measuring Content Performance with ContentWRX: Live Demo + New Insights Colleen Jones, CEO, Content Science Recorded: Oct 18 2017 60 mins
    If you’re like most organizations today, you’ve invested in content for marketing, sales, support, product strategy, and a host of other reasons. You’ve developed ways to more efficiently and effectively create, manage, and deliver content. Despite these significant investments, you—and your stakeholders—are likely still asking the question, “Does our content work?”

    While that sounds like a simple question, getting answers can be challenging, to say the least. But, it doesn’t have to be. Not if you start with a strategy and the right tools for the job.

    Join me, Scott Abel, The Content Wrangler, and my special guest, content scientist Colleen Jones, for a presentation about measuring content performance. Jones (and her crew at Content Science) have spent the last few years working with large, global brands to identify what makes content effective—and how to measure it. The result is ContentWrx—a robust performance measurement tool designed to help your organization make content decisions that improve or accelerate return on investment.

    Attend this free, one-hour webinar, and you'll learn how to track the six dimensions of content effectiveness and make informed business decisions based on data. You’ll discover the four elements of the ContentWrx system, and you’ll find out how easy it can be to collect, analyze and act upon behavioral and perception data. You’ll also learn how ContentWrx can help you close the gap between your data and user feedback.

    As a bonus, Jones will share the top 3 insights from an analysis of data from more than 100,000 content users.

    Register today!
  • Taming data: How marketers turn data into real ROI
    Taming data: How marketers turn data into real ROI Jeff Sinclair, Product Manager, Engagement Platform, Atlassian Recorded: Oct 18 2017 61 mins
    Increasingly, companies have turned to customer data platforms (CDPs) to help them run more relevant marketing campaigns using the large volume of customer data at their fingertips. Customer-focused software company Atlassian will discuss how they made that decision and the types of complex marketing campaigns that they can now run as a result. Research analyst David Raab will also be on hand to discuss how other companies can use CDPs to harness customer data to increase sales and loyalty.

    In this webinar, you will learn:
    * Key considerations when deciding to build versus buy a customer data platform
    * How companies are taking advantage of CDPs for more relevant communications
    * How data science can improve marketing efficacy
    * The trends and market factors driving the need for customer data platforms

    Speaker Panel:
    * Jeff Sinclair, Product Manager, Engagement Platform, Atlassian
    * David Raab, Analyst and Founder at The Customer Data Platform Institute
    * Jeff Hardison, VP of Marketing at Lytics
    * Stewart Rogers, Analyst-at-Large, VentureBeat

    Sponsored by: Lytics
  • Learning Environment Modeling Language: The New Language of Learning Design
    Learning Environment Modeling Language: The New Language of Learning Design Phylise Banner Recorded: Oct 18 2017 55 mins
    Creating a vision that is shared among designers, subject matter experts, clients, and leaders is one of the fundamental challenges that content professionals must overcome. In the learning design space. Many project stakeholders lack the background knowledge, experiences, or "language" to relate their vision in ways that instructional designers can effectively implement.

    Join me, Scott Abel, The Content Wrangler and my special guest, Phylise Banner, Learning Experience Designer for this free, one-hour webinar. In this session, Phylise will introduce an easy-to-use and powerful visual learning design method called Learning Environment Modeling (LEM) — a unique visual language created to enhance communication and foster collaboration between instructional design professionals and diverse stakeholders.

    During the session, you will learn how to visually communicate the correlation of specific design elements to learning results and use Learning Environment Modeling (LEM) to collaborate effectively with blended learning project teams. Phylise will talk about how to facilitate more effective communication throughout the design process, and how to use a learning environment design system and tools to remove or reduce ego-centric behaviors and attitudes during the design process.

    Join us as we explore how LEM can support creative learning experience design and remove barriers to communication throughout the learning design process.
  • Where mobile-first is not enough
    Where mobile-first is not enough Polle de Maagt, Founder, Ministry of World Domination Recorded: Oct 17 2017 64 mins
    So, what if all customer interactions would be mobile... Are you ready for that? What would you do? The last couple of years we have moved to a reality where the majority of interactions is on mobile. It is not so much about the device, as well as the superpowers it unlocks in terms of relevancy, personalization and relationships. But are we ready?
  • Connected devices and the rise of invisible payments
    Connected devices and the rise of invisible payments Kevin Gordon, Lead Innovation Architect, Worldpay Recorded: Oct 17 2017 31 mins
    By 2020, five billion people will be online, with 25 billion devices and machines using the Internet. Many devices will share data and services, and the way we engage with them will fundamentally change. In a connected world, consumer expectations of executing transactions on a phone, tablet, VR device – or even a refrigerator – will be higher than ever.

    As time goes on, devices will become smarter and make more and more decisions for us. We’ll be able to create rules as users to tell our devices what we’re comfortable with them paying for automatically. The use cases for rule-based payment are endless!

    As such, the onus of creating frictionless download and shopping experiences while overcoming barriers between devices lies with each business. When it comes to recurring and subscription payments, the technology underpinning these user experiences across devices is critical. Seamless, simple, and secure are the watchwords of an IoT world.

    Don’t wait until 2020 to address consumer pain points and overcome technological barriers to IoT adoption. Tune in to the latest VB Live event and hone in on the fastest, best ways to prepare for the IoT world. After all, it’s already here. Attend this webinar and find out:

    •How companies are already dealing with device connectivity
    •How the challenges posed by IoT are being solved for today
    •Global consumer attitudes around payments made by devices
    •How payments will become ‘invisible’ or ‘translucent’ for users
    •Payment technology that will enable devices to make decisions

    SPEAKERS:
    * Kevin Gordon, Lead Innovation Architect, Worldpay
    * Stewart Rogers, Analyst-at-Large, VentureBeat
    * Rachael Brownell, Moderator, VentureBeat

    Sponsored by: Worldpay
  • The Rise of the Robots - Automating the Content Chain for the Connected Traveler
    The Rise of the Robots - Automating the Content Chain for the Connected Traveler Kevin Ashbridge, Ph.D, Account Director, SDL Recorded: Oct 17 2017 57 mins
    It is now possible to deliver relevant, localized and personalized content instantly, across digital channels and devices globally. Hear how automated content machines can now handle content creation, translation and internet publishing processes.

    Discussion Points:
    *Explore the idea that it is now possible to deliver relevant, localized and personalized content instantly, across digital channels and devices globally.

    *Hear how automated content machines can now handle content creation, translation and internet publishing processes for your travel business"
  • Building Diverse Teams for Content Success
    Building Diverse Teams for Content Success Andrew Lawless, Team Lawless Recorded: Oct 17 2017 53 mins
    Making content teams work together is a struggle. On the one hand, creating engaging and sharable content requires a diverse team of professionals—from copywriters, editors, and subject matter experts to content engineers, user experience designers, and content marketers. On the other hand, we are pitting people who need data and a benchmark to make decisions against those that plan and execute without that information. Some look for short-cuts to formal processes, while others desire and follow complex workflows and plans. Some are visionary while others are only worried about the here and now.

    Join me, Scott Abel, The Content Wrangler, and my special guest, Andrew Lawless, for a free, one-hour webinar focused on helping content teams collaborate better regardless of their differences. You'll learn about a methodology that has been successfully used to coach hundreds of thousands of employees—from Fortune 500 companies to smaller family-owned businesses. You leave with a fresh understanding of human behavior, and you'll learn the real reasons people act the way they do. You'll learn how to ease conflict, strain, and tension in team relationships and you discover how to provide information to people in a way that they can best absorb it.
  • Managing Advanced Aerospace Programs in the 21st Century
    Managing Advanced Aerospace Programs in the 21st Century Anurag Jain, James L Roche, Kiran Rao, Ankur Rana Recorded: Oct 12 2017 69 mins
    While traditional challenges of cost, quality and schedule in aerospace program management (PM) keep increasing, the newer challenges are becoming more complex. Research instituted by TCS and conducted by CIMdata portrays several complexities and challenges faced by companies globally in meeting Program deadlines. There is a need of paradigm shift in the way Program, Processes and Profitability are managed. There are several opportunities which are rapidly gaining embracing Digital possibilities to leap frog with future ready solutions.

    Join us for a webinar, where thought leaders from CIMdata and TCS define the Art of Possible for advanced program and configuration management, to address the new challenges and leverage them to create new competitive and business opportunities.

    Join us for a webinar, where thought leaders from CIMdata and TCS reveal the research findings, define the Art of Possible for advanced program and configuration management, to address the new challenges and leverage them to create new competitive and business opportunities on October 12, 2017 7 AM PT

    In this webinar you will learn:

    1. The key to managing advanced aerospace programs

    2. TCS' aerospace and defense capabilities

    3. The art of possibility and experience sharing to solve complex problems
  • DTP Challenges? Just Say No and Automate
    DTP Challenges? Just Say No and Automate Val Swisher, CEO, Content Rules, Chip Gettinger, VP Global Solutions Consulting, SDL Recorded: Oct 11 2017 54 mins
    This webinar explores the benefits of eliminating costly DTP from your publishing workflow by automating via structured authoring with component content management.
  • Prognosis for UC Deminar
    Prognosis for UC Deminar Dave Bottomley, Senior Solutions Engineer Recorded: Oct 11 2017 43 mins
    Join our monthly live demo webinar, hosted by an IR Solutions Engineer with live Q&A.
  • Digital marketing has 99 problems. Are you one?
    Digital marketing has 99 problems. Are you one? Arturo Mendiola & Matt Fairchild, Horizontal Integration Recorded: Oct 10 2017 31 mins
    In this webinar, we will outline how to connect your paid, earned, search, and organic marketing to Sitecore’s capabilities like personalization, path analyzer, engagement plans, and more.

    It also includes an examination of how data captured within Sitecore can inform and optimize media campaigns in real time. Last, we will share a broader view of how traditional offline tactics like broadcast and print play a role within the digital ecosystem that has Sitecore at its center.
  • Content Leadership Forum: How to Be an Effective Tech Comm Intrapreneur
    Content Leadership Forum: How to Be an Effective Tech Comm Intrapreneur Barry Saiff, Saiff Solutions and Dave Wilks Recorded: Oct 5 2017 60 mins
    As a technical communication professional, you know your work is valuable. But what if you're called upon to define, defend, and promote that value? Is it enough to say that good technical content reduces customer support costs? No, it’s not.

    Join me, Scott Abel, The Content Wrangler, and technical communication management experts, Barry Saiff, CEO of Saiff Solutions, and Dave Wilks, Senior Technical Writer at Cloud Elements, for a free one-hour webinar to explore what it takes to communicate value to upper management effectively.

    You’ll discover how adopting an “intrapreneurial" mindset can help you sell the value of innovative ideas, new approaches, and improvements in technology. And, you’ll leave equipped with practical actions you can take to convince “bottom-line” focused management that spending money on technical documentation can help them achieve their business goals.
  • 4 Customer Service Success Stories (and What You Can Learn from Them)
    4 Customer Service Success Stories (and What You Can Learn from Them) Brian Leeson, Claudia Hawkins, Evan Watson, Michelle Williams, and Erica Marois (moderator) Recorded: Oct 5 2017 47 mins
    Ready to be inspired? Join us for this unique Customer Service Week webinar with four award-winning contact centers. This presentation will celebrate the achievements of our industry, while arming you with a few tips and tricks to try in your center.

    Whether social media is your top challenge or you’re looking for innovative ways to train agents, this webinar is for you!

    Attend this webinar to learn:

    * How Alberta Pensions Services made significant changes to make life easier for agents and customers
    * How the Dorel Juvenille customer care team is using social media in creative ways
    * How to leverage improv techniques to better train contact center agents
    * How the Whirlpool contact center drives strategic value for their business

    Join us for this interactive hour, complete with live audience Q&A. Invite your team members and make it a lunch-and-learn!
  • CRM as a Customer Relationship Intelligence Platform
    CRM as a Customer Relationship Intelligence Platform Liz Peters - NTT DATA, Denise Dowling - NTT DATA, Matt Gale - NTT DATA Recorded: Oct 5 2017 57 mins
    Join NTT DATA Services to learn how you can use a CRM system to move beyond a transactional and policy-centric organizational strategy towards making the one-on-one emotional and rational connections necessary for engagement.

    We will share our best practice strategies on how other health plans and other industries have aligned their CRM vision to their corporate customer engagement strategies for successful customer acquisition and retention results.

    This session will challenge you to:

    • Learn: Using the current demographic data from enrollment, member provided data through member completed surveys and health risk assessments, call center interactions, claims information and wearable device integrations.

    • Listen: Using analytics and AI to capture, measure, analyze and evaluate the quality of outcomes of each customers experience throughout all interactions including social media, website and mobile device interactions.

    • Engage: How to integrate a dynamic CMS tool, integrate virtual agents and interactive guides to enable even smarter customer service and a personalized customer experience.

    PRESENTERS:
    Liz Peters, Customer Relationship Management Practice Lead, Health Plans, NTT DATA
    Denise Dowling, Senior Director, Salesforce Consulting, NTT DATA Services
    Matt Gale, Director of CRM, Healthcare & Financial Services, NTT DATA
  • Demand Driven MRP (DDMRP): Part 2
    Demand Driven MRP (DDMRP): Part 2 Anandh Rajappa(Head, Supply Chain Consulting, TCS), Erik Bush(CEO, DDTECH) & Lakshmi Subbaraya(Material Management, TCS) Recorded: Oct 5 2017 47 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.

    In this followup webinar hosted by Tata Consultancy Services(TCS), together with Demand Driven Technologies you will learn

    1. Core concepts of DDMRP
    2. A short demonstration of Replenishment+, the world's leading DDMRP compliant software solution

    To view the part 1 of the series follow the link below:
    https://www.brighttalk.com/webcast/15799/271295
  • How to Optimize Your Product Pages for the Holiday Season
    How to Optimize Your Product Pages for the Holiday Season From Salsify: Andrew Waber/Data Insights, Ashley Young and Alex Clark/Customer Success Recorded: Oct 4 2017 14 mins
    In our recently launched "Holiday Shopping Keyword Intelligence Report," we discovered that the 2016 holiday season drove a 30% increase in the number of top retail search terms. Not only that, 76% more product detail page content updates were pushed during an average holiday month last season.

    These are just two of the dozens of findings from last year's busy holiday season. To bring this report to life, we're putting on a live webinar that will arm you with actionable tips and best practices to ensure your product pages are ready for success during this year's holiday rush.

    You will learn:

    - How consumer shopping searches change over the holidays
    - What leading brands do to improve holiday product pages
    - How to effectively refresh your holiday content
  • How to get your Prospects begging to buy from you: Permission-Based Selling
    How to get your Prospects begging to buy from you: Permission-Based Selling Peter Strohkorb Recorded: Oct 4 2017 31 mins
    How much better would your life be if your sales prospects gave you their upfront permission to pitch and sell to them? It would be awesome, right ?
    So, how can you get them to give you that precious permission?

    This free 30 minute webinar will:
    - Introduce you to the concept of Permission-Based Selling
    - Teach you how to cold-introduce yourself in the right way
    - How to get your prospects to give you their permission to sell to them
    - What to do next when they do

    Here is a 1-minute preview:
    https://www.youtube.com/watch?v=fhtlHcdjRvo?rel=0

    Book yourself into my webinar now.
  • The Future of Self-Service: Empowering and Educating Customers
    The Future of Self-Service: Empowering and Educating Customers Kelly Doherty, Doug Tedder, Al Hopper, Sam Armstrong and Megan Selva (moderator) Recorded: Oct 4 2017 56 mins
    Customer service has changed a great deal over the last decade. Currently, one of the major trends has us all moving toward self-service—but organizations can’t simply put up an FAQ page and expect everything to fall into place. Sure, it’s supposed to help alleviate contact volume, but the ramifications of self-service on the support center go way beyond that.

    As part of our Customer Service Week festivities, we’ve assembled a panel of experts to discuss the current and future impact and demands of self-service.

    Join us to find out:

    * How to onboard customers to self-service
    - Walk-through guides, documents, videos, step-by-step rep involvement
    * The support team’s role in self-service
    - When to deflect to self-service vs. just solving the issue
    * The downstream impact of self-service, both positive and negative
    - Does it cause more complex questions or do customers begin to educate themselves?
  • Content Management in your rearview mirror: a look back to look forward
    Content Management in your rearview mirror: a look back to look forward John Mancini, Chief Evangelist, AIIM Recorded: Oct 3 2017 49 mins
    Feel like you’re trying to run with great marketing campaigns but not as fast as you hoped? It’s time to stop pushing forward and look back at what is causing the resistance. Delivering the best experiences start with your web content management approach.

    In this webinar you will learn how to manage content at scale, document management versus content management, and different types of content and how it can serve a variety of outputs and composite content applications.
  • Boosting Product Discoverability on Amazon: Are your products standing out?
    Boosting Product Discoverability on Amazon: Are your products standing out? Rob Gonzalez, Co-Founder/VP, Salsify and Rana Kannan, Strategic Programs, Salsify Recorded: Sep 29 2017 44 mins
    Over 55% of all product searches start on Amazon.

    Amazon’s giant product selection and helpful content has made it the go-to site for online shoppers researching products. With over half of product searches starting on Amazon, it has become a retailer you cannot afford to ignore.

    Join Salsify and content26 for a webinar on the ways you can use content and advertising to get your products discovered on Amazon’s digital shelf. We’ll be sharing tips to improve both organic and paid search on the site.

    You will learn how to:

    - Boost product discoverability through paid and organic search
    - Improve brand accuracy on product pages to drive conversion
    - Get the most out of Amazon Marketing Services (AMS)
    - Create content that works in tandem with your Amazon advertising efforts
  • Three Case Studies in SD-WAN Deployments
    Three Case Studies in SD-WAN Deployments Lloyd Noronha, Head of Global Marketing, Viptela Recorded: Sep 28 2017 43 mins
    This webinar will discuss case studies from customers across healthcare, financial, and manufacturing that underwent transformations to SD-WAN technology. We will walk through the major issues that drove the transformation, and the migration journey for each customer. Beyond significant reduction in WAN Opex, there are common themes of challenges that SD-WAN solves across industries. These include resiliency for critical applications, agile change control, secure isolation of critical assets, and building a cloud-aware infrastructure.

    Webinar Highlights:

    · Key WAN problems for three customers in healthcare, financial, and manufacturing
    · Different drivers for SD-WAN (M&A, Bandwidth shortage, long times for change control, lack of app visibility)
    · Difference in choices of Hybrid WAN architecture
    · Walking through the testing process, pilots and full deployments
  • AI: The key to creating a next-gen banking experience
    AI: The key to creating a next-gen banking experience Katy Gibson Vice President of Application Products Envestnet | Yodlee Recorded: Sep 28 2017 61 mins
    AI apps are shaping up to be an essential part of financial institution and fintech offerings. Yet these innovative solutions are only as useful as the data they can access. In our webinar, we’ll show you how to apply predictive analytics and AI to a massive scale of data to derive valuable insights and power more personalized user experiences.

    From financial wellness apps that help your customers save money, to chatbots that assist users with making payments, the better you understand your users, the more relevant your solutions will be. Learn how AI technology and tools can help detect patterns in financial and transactional data, predict future events and even enable you to suggest a course of action for your users, resulting in a deeper and more meaningful connection.

    In this VB Live webinar, you’ll find out how to:

    • Drive customer engagement and loyalty with the next wave of financial wellness solutions
    • Use predictive analytics and AI to deliver more personalized and engaging apps and chatbots
    • Provide users with intelligent financial guidance based on past behavior
    • Extract valuable insight from a wealth of data to measure users’ financial health
    • Partner with vendors to develop the machine-learning based systems that constantly analyze data and derive insights to drive more meaningful conversations with your end users

    SPEAKERS:
    * Katy Gibson, VP of Application Products, Envestnet | Yodlee
    * Dion F. Lisle, VP Head of FinTech, Capgemini America Inc.
    * John Vars, Chief Product Officer, Varo Money
    * Keith Armstrong, Co-founder and Chief Operating Officer, Abe.ai
    * Evan Schuman, Moderator, VentureBeat

    Sponsored by Yodlee
  • How to Outsmart Your Competitors with Better Insights
    How to Outsmart Your Competitors with Better Insights Antti Riikonen, Product Lead, Verto Analytics, Mary Shirley, Product Marketing Consultant, Verto Analytics Recorded: Sep 28 2017 30 mins
    Track trends and measure your competitors’ performance with Verto Watch

    Competition for a consumer’s attention is fierce. Verto Analytics data shows that the average American adult now owns 5 devices and spends nearly 220 hours per month online. Knowing how much time consumers spend with the competition, and why, can uncover new insights that can make a real impact on your business.

    In this webinar, we will highlight how Verto Watch—our on-demand data portal— can help you track trends and obtain critical data points when you need them most. You’ll learn:

    - How to segment demographic profiles across apps and sites, creating a better picture of the cross-device user
    - How to gain competitive insights across apps and websites
    - How to understand and track the trends in your industry using ranking reports and in-category comparisons
    - How a Verto customer used this data to find new opportunities for growth and acquisition

    Learn how to use Verto Watch data to develop a plan to outsmart your competitors and develop informed strategies for your company - from R&D to product to marketing and beyond.
  • Are applications taking too long to implement?
    Are applications taking too long to implement? Simon Spence, Vice President, ERP Practice, NTT DATA Recorded: Sep 27 2017 35 mins
    Discover next-gen services built for speed.

    Gone are the days of multi-year application projects with the promise of vague business transformation. Join us as we unveil the next-generation of application services that are built for the speed of today’s digital enterprise.
  • The Role of Taxonomy in Delivering Tech Docs to Chatbots and Voice Interfaces
    The Role of Taxonomy in Delivering Tech Docs to Chatbots and Voice Interfaces Seth Earley and Joe Gelb Oct 24 2017 3:00 pm UTC 60 mins
    As technology moves forward at a rapid clip, new content delivery channels are coming online. Technical communication professionals today are beginning to understand the impact of these changes on their profession. Providing content to chatbots, voice interfaces, and machine learning systems involves tech comm pros learning new skills like understanding customer journeys and crafting conversational content experiences with machine-ready content.

    Join me, Scott Abel, and my guests, information access expert, Seth Earley, Earley Information Science, and content delivery guru, Joe Gelb, Zoomin Software, for a discussion about the role taxonomy plays in helping organizations automate the process of content delivery and discovery. The duo will explore the need for machine-ready content—content that is optimized for automated delivery to consumers by computers. Discover the important role technical communicators can play in the creation of content that supports consumer demand for convenient access to relevant content when and where they need it.
  • CX Transformation: Six Essential Competencies
    CX Transformation: Six Essential Competencies Jamie Coutts, VP Client Relationships; and Noel Roberts, CTO, Aria Solutions Oct 24 2017 5:00 pm UTC 60 mins
    Forrester research shows that CX-driven organizations grow revenue much faster than direct competitors with lower quality CX. What this means is that fixing broken experiences and making some transactional improvements is not enough. Join Noel Roberts (CTO) and Jamie Coutts (VP, Client Relationships) from Aria Solutions as they lead this interactive webinar discussing the six essential competencies businesses must establish and optimize to deliver the right CX time after time.
  • It's Not Just Content — It's An Experience
    It's Not Just Content — It's An Experience Andrea Ames, CEO and Founder of Idyll Point Group Oct 24 2017 5:00 pm UTC 60 mins
    As content professionals, we are inundated every day with competing priorities, reduced resources, and a business climate that changes faster than we can assimilate. As a result, we are typically heads-down and focused on creating the content for our customer deliverables—everything from white papers and data sheets to text in the user interface and instructions to self-paced and instructor-led training. And often this gives us a very detail-focused view of the world. We tend to lose sight of the bigger-picture problem that our customers are trying to solve. In the end, we create detailed, accurate documentation or training or marketing content, but that content doesn't interoperate well with other content. We miss the forest because we're focused completely on the trees.

    While content is incredibly important, the experience in which it is delivered can make or break a reader's success with that content. When it is delivered relative to the other activities the reader is doing, where within those activities (or journey) it is presented to the reader, and in what forms and formats—those are key success factors that make up the experience side of the equation.

    Join me, Scott Abel, The Content Wrangler, and my special guest, Andrea Ames, for this practical one-hour webinar. Andrea will discuss her framework for designing the experience we are striving to achieve for our clients and customers, including the key components of a great experience; what it takes to achieve consistency across multiple content creators within a single experience design; the steps for designing a great experience, and tips for validating that the experience meetings the needs of your customers.
  • Skype for Business: How to deliver faster ROI
    Skype for Business: How to deliver faster ROI Dave Tupling | Skip Chilcott Oct 26 2017 3:00 pm UTC 45 mins
    Skype for Business success depends on the end-user experience and adoption. But how can you ensure this will work? Is your network able to handle the load? Join us to learn how you can deliver faster ROI on a Skype for Business deployment.
  • The Verto 2018 Trend Forecast: Where Will Consumers Spend Time Online?
    The Verto 2018 Trend Forecast: Where Will Consumers Spend Time Online? Gautam Raj Moktan, Data Analyst, Verto Analytics and Alison Murdock, SVP of Marketing, Verto Analytics Oct 26 2017 4:00 pm UTC 60 mins
    The way that consumers use digital devices and access media is in constant flux, and 2018 will be no different. How will emerging technologies, such as voice-driven interfaces, impact the way that consumers engage with media? Will shifts in consumer behavior affect your industry and your business?

    Join Verto’s Data Analyst, Gautam Raj Moktan, and SVP of Marketing, Alison Murdock, for a look at the data featured in our annual trend report covering shifts in consumer behavior and media measurement. Highlights include:

    - The explosive growth of personal assistant devices
    - The changing dynamics of the mobile games market
    - Shifts in mobile behavior that will have repercussions for brands and advertisers
  • The Cognitive Business, where BPM and Intelligence Converge.
    The Cognitive Business, where BPM and Intelligence Converge. Frank Beyer, Business Process Consultant Oct 26 2017 5:00 pm UTC 45 mins
    Intelligence is the rocket fuel to all Process Automation projects, whether the task is low-level (RPA) or high-level complex processes. In this session, you will hear a holistic but pragmatic approach to implementing intelligence as part of a company’s digital transformation journey.

    Join this webinar to hear Frank Beyer and Bizagi as they discuss:

    - How to structure your approach to RPA and to higher-level process automation
    - Identifying processes that require a higher level of cognitive skills
    - How to digitize cognitive work such as analysis, synthesis and evaluation

    Who should attend: Digital Technology Leaders, Application Development Leaders, IT and Business Process Professionals
  • What to Consider When Transitioning to SD-WAN
    What to Consider When Transitioning to SD-WAN David Klebanov, Director of Technical Marketing, Viptela Oct 26 2017 5:00 pm UTC 45 mins
    When considering a transition to SD-WAN, there are several important capabilities needed to suit an enterprise-grade network infrastructure. This webinar will cover critical SD-WAN features and how they translate to common deployment scenarios in different industries.

    These features include:
    - Overlay capability over MPLS, Broadband and LTE
    - Unified and centralized management of the infrastructure
    - Network segmentation with per-segment topologies
    - Predictable Application SLA with centralized policies and real-time traffic steering
    - Mature routing capabilities with BGP, OSPF, VRRP, and IGMP
    - Robust zero-trust WAN security
  • Utilizing Robotic Process Automation (RPA) for Digital Transformation
    Utilizing Robotic Process Automation (RPA) for Digital Transformation Alan Hester, President - Nividous Software Solutions Oct 26 2017 6:00 pm UTC 45 mins
    How does Robotic Process Automation (RPA) fit into the Digital Transformation roadmap? Join this webinar to understand how RPA can jumpstart your automation projects and to learn how it works seamlessly with BPM. These two complementary tools can show quick ROI to help turn the skeptics in your organization into believers.

    Register and join us for answers to questions such as:

    • What is the business case for RPA?
    • What types of processes/projects are the best fit for RPA?
    • How can you manage and monitor your RPA program as it scales?
    • How can you use RPA as a first step toward full adoption of BPM?
    • How can you achieve effective ROI from RPA?

    Who should attend: Digital Technology Leaders, Application Development Leaders, IT and Business Process Professionals.
  • How are AI and Machine Learning transforming the Customer Experience?
    How are AI and Machine Learning transforming the Customer Experience? Craig Le Clair - Principal Analyst - Forrester Research Oct 26 2017 7:00 pm UTC 45 mins
    Do you really know your customers? Today’s consumers expect nothing less than a highly personalized and contextualized experience but many organizations are not able to offer it. AI is the critical enabling technology, but how can you use it in practice, and where should you start?

    Join this webinar to hear Craig Le Clair of Forrester research explaining how to use applied cognitive intelligence to transform and redefine customer experiences.

    Join us for new expert insights on:

    - Why intelligence is the cornerstone of the customer experience
    - How contextualization can help improve customer experience
    - How AI is being used to augment, not replace human intelligence
    - Where applied cognitive intelligence is becoming the new normal

    Who should attend: Digital Technology Leaders, Application Development Leaders, IT and Business Process Professionals.
  • Webinar - Quelle signature électronique pour quel usage ?
    Webinar - Quelle signature électronique pour quel usage ? Selma Chauvin - Audrey Pedro Nov 1 2017 1:00 pm UTC 45 mins
    La signature électronique n'est que le début de la digitalisation. En simplifiant, sécurisant et en rendant 100% numérique n'importe quel processus de validation ou d'approbation, vous irez de l'avant !

    Faire signer des documents de manière électronique, à distance via une invitation par email, en quelques clics sur un site web ou en face à face sur une tablette, simplifie l’ensemble des processus de gestion.

    Fini l'impression, la signature manuelle, le scan ou l'envoi par la poste : vous réduisez vos coûts de 40% et devenez le véritable héros digital de votre entreprise.

    Nous vous présenterons les nombreux bénéfices de la signature électronique, pour vos processus internes comme externes :

    - Raccourcir les cycles de vente,
    - Conclure davantage d'affaires,
    - Mieux gérer ses fournisseurs,
    - Embaucher plus vite…

    De nombreuses entreprises françaises ont déjà transformé leurs processus métier en dématérialisant leur parcours de signature de, par exemple, leurs contrats de ventes, leurs contrats fournisseurs, RH, leurs processus de validations internes. Sautez le pas !
  • Optimize Omnichannel Marketing with Analytics for Big Results
    Optimize Omnichannel Marketing with Analytics for Big Results Robin Way (Corios) and Noah Powers (SAS) Nov 2 2017 4:00 pm UTC 60 mins
    As a marketer, you're charged with delivering the right message to the right audience at the right time - without wasting budget. It's a tall order, but data and analytics have helped top companies achieve the optimal balance. Tune in to this webinar to hear Corios President Robin Way and SAS Principal Solutions Architect Noah Powers share optimization lessons from retail, hospitality and financial services that you can apply to your own business to boost your marketing ROI.
  • Webinar - La signature électronique depuis vos logiciels métier
    Webinar - La signature électronique depuis vos logiciels métier Michael Lakhal - Senior Product Marketing Manager Nov 6 2017 11:00 am UTC 75 mins
    La signature électronique, véritable brique de la transformation digitale des entreprises, aide les fonctions commerciales à conclure des affaires plus rapidement partout dans le monde.

    En offrant une meilleure visibilité sur le statut des différents contrats et en vous permettant d'une part de collecter des informations, afin de supprimer la nécessité de ressaisir les données, et d'autre part d'envoyer des rappels, la signature électronique vous permet de vous concentrer sur la vente plutôt que sur le suivi des signatures de vos contrats.

    La solution DocuSign s'intègre en toute simplicité à vos outils d'aide à la vente, comme Salesforce.com, Microsoft Dynamics CRM et NetSuite pour n'en citer que quelques-uns.

    Découvrez comment faire signer des documents de manière électronique, à distance ou en face à face, en quelques clics sur un pc ou une tablette et simplifiez vos processus.

    Fini l'impression, la signature manuelle, le scan ou l'envoi par la poste : vous économisez 33€ par document à signer.
  • The Easy Formula — Easier Release Notes
    The Easy Formula — Easier Release Notes Patrick Bosek, Jorsek LLC Nov 7 2017 6:00 pm UTC 60 mins
    Release notes are a crucial part of customer communication for product companies. It seems too many organizations either do the bare minimum and hope no one notices, or simply accept an inefficient and expensive process. At Jorsek LLC, makers of easyDITA, they’ve been working on their release notes process for easyDITA and they have made some big improvements.

    Join me, Scott Abel, The Content Wrangler, and my special guest, Patrick Bosek, co-founder of Jorsek LLC, for this free, one-hour webinar. This webinar will take you through Jorsek’s process, tools, and results for the creation and production process for release notes.
  • MiFID II and Call Recording Compliance
    MiFID II and Call Recording Compliance Alick Smith | Rhian McPhail Nov 8 2017 10:00 am UTC 30 mins
    MifID II is coming this webinar will cover off what you need to know from a call recording perspective.
  • Exploring the CX Dichotomy: Improve the Customer Experience While Reducing Costs
    Exploring the CX Dichotomy: Improve the Customer Experience While Reducing Costs Chris du Toit, Chief Marketing Officer, Jacada Nov 8 2017 6:00 pm UTC 60 mins
    Delivering an outstanding Customer Experience while maintaining or reducing costs is a dichotomy – On the one hand you’re under pressure to improve both self-service and contact center efficiency, and on the other hand you have a mandate to improve the customer experience across a number of metrics such as NPS and more. These goals are seemingly at odds and makes your role as a CX practitioner all the more difficult.

    Join this webinar to explore the CX challenges organizations are facing today and how to most effectively accelerate your CX initiatives. The discussion will cover three primary topic areas that are hot in the industry: (1) How to improve self-service utilizing Visual IVR, Natural Language and chatbots, (2) Techniques for improving contact center efficiency while removing the digital to voice disconnect, and (3) How to optimize your back office processes with Robotic Process Automation.

    This is an interactive session and participants are encouraged to submit questions.
  • SDL Research Shows Changing Role of Product Documentation as a Critical Enabler
    SDL Research Shows Changing Role of Product Documentation as a Critical Enabler Andrew Thomas, Product Marketing Director, SDL, Chip Gettinger, VP, Global Solutions Consulting, SDL Nov 9 2017 4:00 pm UTC 60 mins
    As empowered customers seek more and more information online, the importance of detailed product documentation and user manuals has grown far beyond its traditional after-sale and support role. Nowadays it is a critical enabler for sales, customer satisfaction and brand advocacy. Yet little research has been done to analyze exactly how customers access these types of collateral, to what extent they are leveraging the information, and how it is influencing their perception of a product or brand. Therefore SDL conducted extensive research among professionals in the US, Europe, and Japan to uncover today’s needs for information seekers, and compare these results to previous research from 2012 to discover changed behavior. Join our webinar to learn more about:

    • What do customers search for?
    • How and where do they search?
    • Are there any significant regional differences in behavior?

    In addition we’ll cover how SDL technology can help you overcome the hurdles of managing technical product information, enabling you to better accommodate today’s needs of information seekers. By the end of our webinar, you’ll be armed with the knowledge and data points required to better your customers’ information needs.
  • Taking the Service Desk to the Next Level: An Opportunity for IT Pros!
    Taking the Service Desk to the Next Level: An Opportunity for IT Pros! Vincent Geffray, Roy Atkinson (moderator) Nov 14 2017 6:00 pm UTC 60 mins
    As our industry transforms and matures, last century standards for cross-team communication become less and less efficient. And in today’s digital world, the tiniest technical glitch can have huge consequences—requiring swift and flawless communication. Whether it’s a datacenter outage, a cyber-attack, an application failure, or a manmade issue, they’re all critical events which support centers need to identify, categorize, and help coordinate cross-functional teams for timely restoration.

    Today, there’s an area where the role of the service desk continues to become more and more strategic when it comes to communication: Critical event management. So when IT hits the fan, will you be prepared to manage critical events? Are you using the right tools? Are you meeting your SLAs and complying with regulations?

    In this conversational webinar, HDI’s Roy Atkinson and Everbridge’s Vincent Geffray explore the challenges faced by modern team structures when it comes to interrupted or complex coordination during unexpected IT downtime events.

    What you’ll learn:
    * The challenges around communication, collaboration, and coordination
    * Why not all incidents are equally important
    * Why the “one size fits all” support model no longer works
    * Solutions, ideas, and takeaways for critical event management

    Who should attend:
    * Support center managers and directors responsible for communications
    * Telecom administrators looking for solutions for rapid communications
    * Service management professionals responsible for business continuity and/or disaster recovery
    * Incident managers
    * Any organization contemplating the adoption of a #DevOps culture
    * IT executives concerned about quality of IT services, response team performance, MTTR
    * Performance managers and auditors
  • Prognosis for UC Deminar (November)
    Prognosis for UC Deminar (November) Dave Bottomley, Senior Solutions Engineer Nov 15 2017 4:00 pm UTC 45 mins
    Join our monthly live demo webinar, hosted by an IR Solutions Engineer with live Q&A.
  • Empower Your Team to Write with One Voice While Still Sounding Like Themselves
    Empower Your Team to Write with One Voice While Still Sounding Like Themselves Marcia Riefer Johnston Nov 15 2017 6:00 pm UTC 60 mins
    The trouble with companies is that they're full of people, and people insist on having separate personalities and distinct voices. So, it's no wonder that issues of consistency and tone of voice creep into our conversations when we take an honest look at our content.

    Join me, Scott Abel, The Content Wrangler, and my special guest, wordsmith extraordinaire, Marcia Riefer Johnston for a free one-hour webinar during which we'll discuss the role voice plays in unifying a company's content strategy. You'll learn how to build a brand voice without sacrificing the individuality of the content creators on your team. And, you'll discover ways to empower content creators to succeed by participating in a simple, fun exercise.
  • Preparing Your Content for the Future: Bots, Machine Learning and AI
    Preparing Your Content for the Future: Bots, Machine Learning and AI Steffen Frederiksen, DitaExchange Nov 16 2017 4:00 pm UTC 60 mins
    Are you ready for how AI, machine learning, and other future technology will affect content development?

    The database revolution changed our relationship to data, making it reusable for different target audiences, contexts and situations. It also made it ready for flexible delivery to different apps and across many different platforms and media. But somehow these outcomes never fully transferred over to content. How can we bring this same revolution to content and win the same kind of enormous improvements that would prepare us for the future?

    Structured content management enables organizations to store, organize and build their content so that pieces are easily discoverable, reusable, reconfigurable and adaptable. It provides the perfect solution for constructing large, complex documents, but also for delivering modular content to chatbots, portal sites, and mobile apps. But, more importantly, it is also key to future-proofing your content for emerging technological trends.

    Join me, Scott Abel, The Content Wrangler, and my special guest, Steffen Frederiksen, Founder and CSO of DitaExchange, for this free one-hour webinar. Attendees will learn what structured content management is and how it works. They will understand what benefits structured content can have for writers, project managers, business owners, IT departments and content consumers. They will also learn how to prepare their content to be fed into new technologies with practical examples from the field.
  • Understanding Digital Transformation
    Understanding Digital Transformation Tim Gogal, Director US East Digital Engagement, Avaya Nov 29 2017 6:00 pm UTC 60 mins
    As customer service professionals, we sit in the midst of the most important paradigm shift within the industry today – the Digital Transformation. This shift has brought more focus on and relevance of the business potential of contact centers than ever before. In this session, we’ll take a look at why Digital Transformation matters, what it means, and how organizations are successfully redefining their contact centers for extended reach and impact. No longer can we hide behind old technological limitations that may have prevented responsive, personal interactions. Today customers are demanding great experiences and are driving change. Either we give them the TLC they are looking for…. or our competitors do it for us.
  • Automating Dynamic Web Content Delivery via Taxonomies with SDL Tridion Sites
    Automating Dynamic Web Content Delivery via Taxonomies with SDL Tridion Sites Anders Øvreberg, Digital Communications Manager, DNV GL, Arjen van den Akker, Product Marketing Director, SDL Nov 30 2017 4:00 pm UTC 60 mins
    Anders Øvreberg, Digital Communications Manager at DNV GL, has worked with SDL Tridion Sites since 2002 and as such can be considered a true Web Content Management (WCM/CMS) veteran.

    During this session Anders will talk about their 15 year journey with the product covering topics such as:

    • Their innovative taxonomy driven approach towards delivering targeted, relevant, fully dynamic web experiences.
    • The consolidation of five Content Management Systems into one.
    • Managing a complex online rebrand.
    • Relaunching websites in more than 36 locales and 18 languages.
    • Building microsites.

    We’ll also provide you with a brief overview of SDL Tridion Sites, part of the SDL Tridion DX suite.

    Keen to learn more? Don’t miss out on this opportunity and join us on November 30.
  • The API Economy in Banking Part 1, Preparing internal environments for PSD2
    The API Economy in Banking Part 1, Preparing internal environments for PSD2 David Harvey, Senior Principal Banking Practice, NTT DATA Services, Richard Price Sales Director, FSI UK & Ireland, TIBCO Dec 4 2017 2:00 pm UTC 60 mins
    Regulatory conditions are preventing many banks from consolidating in the market, and there is evidence to support those financial institutions will need to re-engineer their own businesses and internal environments, transform current models to remain relevant, nurture and grow their customer bases.
    As part of this process, preparing internal IT environments and developing differentiating capabilities will be key in highly competitive markets and innovation before the adoption of the new ‘Fintech ecosystems’ or “fintegration” (i.e. the marrying up of banks and Fintechs) will be pivotal in the banking industry’s fight to maintain their current business and grow. Join David Harvey, Senior Principal, Banking Practice, NTT Data Services, and guest speaker Richard Price, Sales Director – FSI UK & Ireland, TIBCO.
    You will learn:
    - Trends, Implications, Challenges and Proposed Solutions
    - Internal preparation of your IT Environment for the new Digital banking Economy
    - Approaches on how to better prepare for new technologies through Open APIs
    - How to set up infrastructure and workflows to align Data Governance and Security in preparation for Open Banking.
  • Stop losing game revenue and players to cyber attacks
    Stop losing game revenue and players to cyber attacks Stewart Rogers, Analyst-at-Large, VentureBeat Dec 6 2017 6:00 pm UTC 60 mins
    Cyberattacks cost companies over $1 million per day and the video game industry is being targeted more than ever. The global audience is huge and growing across demographics. The number of platforms, from personal computers, consoles and hand-helds to smartphones and tablets, makes a smorgasbord of vulnerable users.

    And then the bad guys get to work. Accounts are hacked to rip off virtual items your users have invested time and money on, and real-world identification and financial information is harvested for sale. All told, DoS attacks piss off users and drop game income, and more.

    Game publishers and developers are the ones who end up shouldering the blame, taking massive financial and reputational hits. But there are increasingly sophisticated ways to lock out the hackers, keep your users safe, and your intellectual property secure.

    Join this VB Live event to learn from digital security experts about the four key perimeters of defense, how to proactively secure your environment, and protect against the increasing number of hacks, DDoS attacks, and more.

    Register here for free.

    You’ll learn about:
    * How to prevent data breaches, SQL injections, cross-site scripting, remote file inclusion, and other cyberattacks.
    * Integrating cloud and on-premises solutions
    * How to handle larger, Internet-scale attacks
    * Preventing the reputation hit that hacked accounts or downed sites bring

    Speakers:
    * Ryan Safarian, VP Engineering, JumpRamp Games
    * Arash S.Haghighi, Manager of Infrastructure, Smilegate West
    * Stewart Rogers, Analyst-at-Large, VentureBeat
    * Rachael Brownell, Moderator, VentureBeat



    Sponsored by Akamai
  • Building Your Digital Contact Center Strategy in the Age of the Customer
    Building Your Digital Contact Center Strategy in the Age of the Customer Justin Robbins (moderator) Dec 7 2017 6:00 pm UTC 60 mins
    In this webinar, Justin Robbins will share recent research on the state of technology in contact centers, review key principles for migrating from the analog to digital contact center environment, and provide tips and advice on preparing your agents to thrive in this new environment. You’ll also hear from contact centers that have successfully made the transition—they’ll share how they did it, and they’ll share the lessons they learned along the way.

    Who should attend:
    * Contact/call center directors, managers, and supervisors

    What you will learn:
    * How to communicate the digital contact center’s value to your agents – including their role in customer service excellence
    * How to prepare agents to interact across multiple customer contact channels
    * How to make your transition a success, based on real examples and best practices from leading contact centers