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Customer Experience

  • Episode 2: How Virtual Care Changes Population Health Management Post COVID-19
    Episode 2: How Virtual Care Changes Population Health Management Post COVID-19
    Hosted by Marten den Haring, PhD Recorded: May 21 2020 42 mins
    Webinar Series: Re-engaging Patients and Employees Post-COVID 19

    As cognitive and regulatory barriers have been cleared by the impact of COVID-19, usage and satisfaction has increased exponentially for both patient and physician—physicians gain a more holistic understanding of home and circumstances, while patients get to make eye contact with their physician again. This has paralleled a shift in telehealth usage not just for urgent care but for chronic conditions and mental health, highlighting the potential for increased access to care while maintaining empathy.

    Join Lirio COO Marten den Haring as he talks with Ann Mond Johnson, CEO of American Telemedicine Association, about the role of virtual care in this reopening phase and the opportunity to meet people where they are.
  • Acquire New Customers Faster, Easier, Cheaper—with a Customer Data Platform
    Acquire New Customers Faster, Easier, Cheaper—with a Customer Data Platform
    Micki Collart, Sr. Product Marketing Manager at Treasure Data and Yili Huang, Sr. Product Manager at Treasure Data Recorded: May 21 2020 46 mins
    Acquiring and keeping customers in uncertain times is a skill that everyone’s trying hard to sharpen. Customer Data Platforms for some, have been relegated to the ranks of customer retention and loyalty business process. But did you know that the same powerful technology that many successful businesses are already using to predict and personalize customer interactions can also be used to prospect for new customers?

    In the latest Arm Treasure Data release, we’ve introduced new features that not only streamline cross-channel advertising activities, but also empower marketers with visibility into their buyers’ journeys. In this webinar, we’ll show you how to extend your marketing reach through new identity resolution techniques and new advertising channels. We’ll also demonstrate how you can find and keep new buyers with greater visibility into customer journeys at scale. Join us on May 21 at 10:00 a.m. PST, for an overview of our new product launch and demonstration of our new Customer Journey Orchestration feature.

    Here are a few of the highlights of this release:

    ·Customer Journey Orchestration allows marketers to track buyers through a purchasing journey at scale. Influence the path to purchase for greater conversion and marketing attributable sales growth.

    ·New AdTech connectors open new channels for greater marketing reach. Marketers can now suppress ad lists intelligently across ad networks, reduce the days it takes to launch campaigns and decrease the overall costs of acquisition.

    ·Increased investment in supporting our global operations makes onboarding new Treasure Data users and implementing new use cases easier. Faster adoption across regions, divisions and functions, helps improve CDP return on investment.
  • Digital Industry M&A - Bringing Clarity to Chaos
    Digital Industry M&A - Bringing Clarity to Chaos
    Doug Harp, Bill O'Such & Ben Tao, Momenta Partners, Stefan Hofmeyer, Global PMI Partners Recorded: May 21 2020 58 mins
    M&A is increasingly critical in the Internet of Things (IoT), Industrial Internet of Things (IIoT) and Digital Industry market (i.e. the digitization and associated integration of digital technologies in the industrial sector) and is the primary way fast-followers who face disruption can react before they lose market share and profitability.

    However, identifying the right acquisition strategy in a rapidly changing market requires much more than choosing a company from a landscape diagram of logos. How does a company in energy, manufacturing, industrial, transportation or logistics find the right targets that leverages their “crown jewels” and their “opportunity to win”. Even with a crisp strategy, how do you identify value drivers and create a clear integration plan for success?

    This webinar will be moderated by Doug Harp, Managing Partner of Momenta Advisory in association with a panel of thought leaders and experts in Digital Industry M&A. This includes Stefan Hofmeyer, Partner, Global PMI Partners and from Momenta Partners, Bill O’Such, Principal Partner and Ben Tao, Partner.

    In this webinar we’ll explore:

    · M&A trends in IoT, IIoT and Digital Industry
    · How can M&A ensure you aren’t left behind in a growing market and can leap-frog the competition?
    · How do you tell the difference between a good and a bad M&A Strategy?
    · Why conventional M&A via Investment Bankers won’t work at this stage of the market
    · How to identify the right targets in a dynamic and immature market
    · How to ensure success in an M&A transaction from discovery to Post-Deal optimization
  • The Rise of Real-Time Payments
    The Rise of Real-Time Payments
    Gareth Lodge, Senior Analyst Payments, Celent | Jim Bowers, Payments Solution Specialist, IR Recorded: May 21 2020 61 mins
    Real-time payments is a gold rush of sorts – global financial institutions are racing to embrace it, but not everyone has the tools and infrastructure in place to capitalize on the benefits and deliver superior payment experiences.

    With customer expectations and changing purchasing behaviors at an all-time high in today’s on demand, real-time world – we’re witnessing an acceleration in demand for real-time payments due to infrastructure modernization, expensive competitive alternatives, adoption of modern message standards and more.

    This evolving frontier is just the beginning of changes and new expectations for the payments industry. Join Celent, industry experts in financial services, and IR, leading solution provider for payments performance management, for an information-packed webinar to learn more about:

    •What does real-time payments mean to you?
    •How we got to where we are today and what changes are ahead for legacy systems
    •Use cases of how real-time payments has transformed business offerings
    •Unlocking the future and value of real-time payments
    •And more!
  • Coffee and Content: Capabilities Enabled by Structured Content
    Coffee and Content: Capabilities Enabled by Structured Content
    Ann Rockley Recorded: May 21 2020 43 mins
    Join Patrick Bosek, Founder and CEO of Jorsek, Inc., and Scott Abel, The Content Wrangler, for a chat with Ann Rockley, known as the "mother of content strategy." Ann will talk about the capabilities organizations gain by creating structured content. As one of the world's most respected and experienced experts in the field, Rockley will help you understand the business reasons that drive companies to invest in the creation of structured content. If you're looking to convince your organization to move to structured content, you'll want to listen in to this episode of Coffee and Content.
  • Live Demo 4: Digital Identity - Driving Customer Engagement (Technical)
    Live Demo 4: Digital Identity - Driving Customer Engagement (Technical)
    Paul O'Carroll, Finance Industry Lead & Jon Knight, Principal Solution Architect, ForgeRock Recorded: May 21 2020 46 mins
    Join ForgeRock to see how digital identity delivers innovation in Wealth Management - better customer experiences, risk-based security and enabling Open Finance.

    In the live Wealth Management demo, you will see:

    - Simplified but secure customer on-boarding
    - Appropriate friction based on context and signals
    - Enabling customers to easily manage their privacy settings
    - Account claiming and linking supported by workflow
    - Relationships mapped and managed
    - Innovation, e.g. WhatsApp integration

    The session will consist of a 40 minute “live” demo and 5 minute Q&A (we will answer all of the posted questions in a follow-up document).

    Technical Demo - "How innovative wealth management customer journeys are quickly configured to deliver great, secure and integrated customer experiences using, where applicable, third party tools."
  • Webinar: The Basics of Exploratory Testing
    Webinar: The Basics of Exploratory Testing
    John Spitta, Technical Consultant at Eggplant Recorded: May 21 2020 30 mins
    Exploratory testing can lay the groundwork and lead the way for test automation. But what does it actually entail? Learn about the basics and find out how easily Eggplant can make it as part of your strategy.
  • Disruptive Innovation in FinTech
    Disruptive Innovation in FinTech
    Husayn Kassai, CEO, Onfido Recorded: May 21 2020 34 mins
    Disruptive innovation is a phrase on the tip of every tongue. A concept that’s redefined industries and toppled organisations. Its effects are far-reaching. Disruptive innovation has already transformed fundamental services like transportation and reinvented how we consume entertainment. Now it’s starting to influence financial services. It seems that everyone is searching for that disruption. But few can define what it is, and how to find it. In this webinar, Husayn Kassai, co-founder of Onfido, examines exactly what disruptive innovation is, and how it’s being applied to trade and finance.
  • Tourism post-covid: the challenges and opportunities for sustainable travel
    Tourism post-covid: the challenges and opportunities for sustainable travel
    Jeremy Smith and Lyn Hughes Recorded: May 21 2020 61 mins
    As the travel industry looks to rebuild in the next months and years, will it be more sustainable than before or less? What can we learn from our response to the coronavirus crisis to better prepare us to address the climate emergency? Lyn Hughes, the editor of Wanderlust magazine, talks with WTM sustainable tourism expert and co-founder of Tourism Declares a Climate Emergency, Jeremy Smith about the future of travel and hospitality.
  • Live Demo 3: Digital Identity - Driving Customer Engagement (Technical)
    Live Demo 3: Digital Identity - Driving Customer Engagement (Technical)
    Paul O'Carroll, Finance Industry Lead & Jon Knight, Principal Solution Architect, ForgeRock Recorded: May 21 2020 46 mins
    Join ForgeRock to see how digital identity delivers innovation in Wealth Management - better customer experiences, risk-based security and enabling Open Finance.

    In the live Wealth Management demo, you will see:

    - Simplified but secure customer on-boarding
    - Appropriate friction based on context and signals
    - Enabling customers to easily manage their privacy settings
    - Account claiming and linking supported by workflow
    - Relationships mapped and managed
    - Innovation, e.g. WhatsApp integration

    The session will consist of a 40 minute “live” demo and 5 minute Q&A (we will answer all of the posted questions in a follow-up document).

    Technical Demo - "How innovative wealth management customer journeys are quickly configured to deliver great, secure and integrated customer experiences using, where applicable, third party tools."
  • ISM LIVE: How furloughed Employees can thrive, not just survive, the crisis
    ISM LIVE: How furloughed Employees can thrive, not just survive, the crisis
    ISM Head of Marketing: Adam Brook FISM LISM Recorded: May 21 2020 58 mins
    Join us for an unscripted chat on sales.

    We will be joined by:

    Tamara McMillen: ISM Fellow and former BESMA Judge
    Simon Murthwaite: ISM Leader, Business Development Manager - Webrecruit
    Martin Middlehurst: ISM Executive, New Business Manager - Northgate Vehicle Hire
  • Digitalize your Business Without Compromising the Customer Experience
    Digitalize your Business Without Compromising the Customer Experience
    Johan Fantenberg - ForgeRock, Frederic Ho - Jumio, Ajay Biyani (Moderator) Recorded: May 21 2020 60 mins
    Please join Forgerock and Jumio for our upcoming fireside chat entitled Digitalize your Business without Compromising Customer Experience, where we will discuss how organizations are being forced to digitize their business model to build a consumer-first digital framework to drive customer acquisition and retention - or risk disappearing!

    Convenience, security, and compliance for user journeys are critical to further accelerate digital transformation. Digital ecosystems need to be able to capture the minds of your customers at speed, scale, frictionless without compromising the customer experience.

    Some of the topics the panel we will discuss include:

    - Core principles for designing a solid digital foundation for customer retention and acquisition
    - Digital on-boarding core strategies and principles
    - Data protection benchmarking and best practices
    - Balancing processes vs delighting customers
    - Digital on-boarding use cases
  • Part 2 - Moving off of a Legacy System: How to Migrate Successfully
    Part 2 - Moving off of a Legacy System: How to Migrate Successfully
    Chaitanya Yinti, Sr. Director PMM & Allan Foster, Chief Evangelist, ForgeRock Recorded: May 20 2020 61 mins
    Based on the state of my organization’s legacy IAM system, what is the best plan for migrating to a more modern platform? What is the best way to execute that plan, while also maintaining the current platform, its availability and integrity of data?

    Join ForgeRock to learn how to make migrating IAM systems seamless, and the best strategies to consider for deployment.

    •Parallel Deployments vs. Coexistence vs. Rip-and-Replace: Which method makes sense for your organization? What are the pros and cons of each?
    •How to migrate efficiently, successfully and securely
    •Why migrating a wide variety of applications can be a roadblock, and how to overcome it
    •Use Case Spotlight - Successful client journeys
  • Mitigating the Risks and Human Costs of Authentication Failure
    Mitigating the Risks and Human Costs of Authentication Failure
    Andrew Gilliam (ICMI); Mark Collier, SecureLogix; Roy Atkinson (moderator) Recorded: May 20 2020 61 mins
    Authentication is frustrating for customers and agents alike. In addition to being time-consuming and ineffective, knowledge-based authentication relies on an alarming amount of agent discretion. These traditional methods are error-prone and uncomfortable for everyone involved. Protecting customers requires more than simply saying “no”; we must also say “yes” at the right time, every time. The costs of getting it wrong even once may be dire, degrading customer trust, creating stressful conflict between agents and customers, or resulting in costly data breaches.

    Service providers must get it right every single time, so it’s imperative that agents are equipped with the right tools and information to make authentication decisions. While most authentication solutions are cost-prohibitive to all but the riskiest industries, new technology can optimize cost efficiency by intelligently selecting the lowest-cost authentication method for each call.

    In this webinar, we will explore the human costs of authentication failure, including the costs to the customer experience and agent experience. You'll learn why it's more important than ever for agents to have access to real-time, data-driven intelligence to protect your customers and organization.

    Key takeaways:
    • Authentication is a significant source of friction for both agents and customers, and the costs of failure are high.
    • Agents must have the best tools at their disposal to empower good judgment in real-time.
    • Combining data-driven fraud detection with real-time authentication intelligence simplifies the customer journey, improves the agent experience, reduces the cost to serve, and mitigates risk.
  • How to Manage Marketing in Times of Crisis
    How to Manage Marketing in Times of Crisis
    Tom Treanor, VP Marketing at Arm Treasure Data and Ben Shapiro, Producer and Host at MarTech Podcast Recorded: May 20 2020 56 mins
    Marketing events cancelled. Sporting arenas closed. Bars and restaurants are closed. If someone told you about all this last year, would you have believed them? Today’s reality is affecting businesses across the globe as they shift and pivot to a digital landscape.

    Your marketing strategy is more important than ever. But does your martech stack give you the insights you need to keep prospects and customers engaged? In this session, Ben Shapiro, Host and Producer of the MarTech Podcast is sitting down with Treasure Data’s VP of Marketing, Tom Treanor, to discuss “How to Manage Marketing in Times of Crisis”.

    In this discussion, our hosts will provide marketing insights like:
    · Implementing new marketing strategies for today’s economy
    · How to thoughtfully leverage emerging opportunities
    · Which marketing channels are suffering and thriving
    · How to protect your home base: your product and customers
  • 10 Questions IT Leaders Ask to Keep the Modern Workforce Connected
    10 Questions IT Leaders Ask to Keep the Modern Workforce Connected
    Bill Haskins, Wainhouse Research | Harrison Bliss, SVP @ IR Recorded: May 20 2020 63 mins
    10 Questions IT Leaders Ask to Keep the Modern Workforce Connected
    ** How UC Performance Management Solutions Can Help **

    How UC Performance Management Solutions Can Help

    COVID-19 has pushed the world to reevaluate the way we live – interactions with others, human connection, family priorities, consumer purchasing and even business operations. In this time of uncertainty, we are learning to adapt and be agile to keep our business connected and maintain customer service.

    Impact:
    Businesses are experiencing travel restrictions, supply chain shortages, and many are contending with the requirement to have a completely remote workforce. As a result, new technology and processes are quickly being implemented to support this rapid digital transformation.

    In order to succeed in this new norm, its vital your UC and collaboration tools are working properly. If teams cannot communicate and customers cannot be served digitally, businesses will fail. Now more than ever, IT leaders are challenged to have the right mix of tools to ensure business continuity, and many are finding that UC Performance Management solutions play a critical role in their company’s success. When your UC solutions don’t work properly, agile solutions that give you deep insights, and quick troubleshooting capabilities will ensure you find and fix the problem before it impacts your employees or customers.

    Expect to Learn:
    - Understand the impact of COVID-19, and new ways to approach IT strategies
    - Strategies that IR customers are evaluating
    - The important role customer satisfaction plays in your organization’s success
  • Live Demo: Implementing Modern Digital Banking Journeys
    Live Demo: Implementing Modern Digital Banking Journeys
    Yannick Peeters, Managing Partner - IdentIT & Leonard Moustacchis, Director Solution Architecture - ForgeRock Recorded: May 20 2020 51 mins
    Innovative new technologies like biometrics & multifactor authentication, contextual signal collection and AI-driven analytics are essential tools for re-inventing the digital banking customer experience today.

    Learn through a live demonstration how ForgeRock's Digital Identity Platform enables delivery of the value provided by these new functional capabilities now and for the future. For example, privacy and consent management, embedding zero trust frameworks and continuous authorization based on risk signals.


    By registering for this webinar you agree ForgeRock will maintain and process your personal information for communicating with you.
    The following partner of the the above webinar will have access to the list of registrants, including your contact information:
    IdentIT (https://identit.be/privacy-terms-conditions)
  • 10 Ways to Win the Hearts and Minds of more Customers
    10 Ways to Win the Hearts and Minds of more Customers
    Peter Strohkorb, Founder and CEO, Peter Strohkorb Advisory Recorded: May 19 2020 57 mins
    Customers no longer want to be sold to. They want sellers that help them to make an informed decision. But how do business leaders go about moving their business and their people into this new era?
    This webinar by internationally acclaimed SMarketing Expert Peter Strohkorb will give you 10 Action Points that you can implement in your business immediately.
  • Ask the Experts: What's Next for Service and Support
    Ask the Experts: What's Next for Service and Support
    Chris Chagnon, Worcester Polytechnic Institute; Ben Brennan, QSTAC; Evan Carlson, EasyVista; Andrew Gilliam, HDI Recorded: May 19 2020 60 mins
    Since the industry's inception, over 40 years ago, the future of IT service and support has been debated continuously. In all of those years, the futurists never predicted the events of 2020, and they couldn't have fathomed their far-reaching consequences. Only two things are for sure right now: more change is coming, and we don't know what the lasting effects will be. This panel discussion, featuring some of the industry's leading and emerging experts, will be an open forum where attendees can get answers to all of their burning service and support questions.

    • What role should IT support play in disaster preparedness and emergency management?
    • How will changing economic conditions affect IT support careers, and how can professionals stay ahead?
    • How will artificial intelligence, machine learning, and conversational technologies impact IT support, and will humans go extinct?
    • Will we recognize IT service and support by this time next year?
    • What lessons have we learned from the present crisis, and how can IT support be better prepared in the future?

    Led by HDI’s Andrew Gilliam and packed with valuable insights, this panel discussion will break down the near-term and lasting implications of the current crisis, and illuminate the important business benefits that service and support have now and will continue to have in the years to come.
  • Brave New World: The Future of Service and Support
    Brave New World: The Future of Service and Support
    Jeff Rumburg, MetricNet; Roy Atkinson, HDI (moderator) Recorded: May 19 2020 31 mins
    Service and support organizations worldwide are moving aggressively towards new business models. ITIL 4, AI, and hiring practices that place a premium on business skills are radically altering the landscape of the industry. A bright future awaits those who are prescient enough to embrace these industry megatrends, while those who are slow to adapt will operate at a significant disadvantage for many years to come. In this presentation, Jeff Rumburg will present a vision of the service organization of the future, looking ahead to the tipping point that will radically reshape the support industry of the future.
  • Ask the Experts: The State of Customer and Employee Experience in Recovery
    Ask the Experts: The State of Customer and Employee Experience in Recovery
    Gina Montague, Infinite Campus; Doug Tedder, Tedder Consulting LLC; Brian Harris, Zendesk; Andrew Gilliam, HDI Recorded: May 19 2020 59 mins
    We had customer experience and employee engagement all planned out. Then, life happened, and plans were abruptly turned upside down. If you're left wondering what's next, you're not alone! This panel discussion, featuring some of the industry's leading experience experts, will be an open forum where attendees are encouraged to ask their pressing questions about customer and employee experience.

    • Will the basic principles of CX and EX apply in a modern world?
    • Are there unique challenges to keeping employees engaged right now?
    • How do you manage the employee experience of an increasingly distributed workforce?
    • How should leaders approach the impact of changing priorities on employees' professional aspirations and career development?
    • Has the focus of customer experience initiatives changed; what's on the horizon?
    • What impact do world events have on customers' psychological needs and expectations?
    • How do you set new customer expectations during times of uncertainty?

    Led by HDI's Andrew Gilliam and packed with invaluable takeaways, this panel discussion will undoubtedly help leaders to serve their employees well and adapt to ever-changing customer demands. Bring us your questions; we've got the answers!
  • ESM: Moving Past the Hype to Gain Real Traction
    ESM: Moving Past the Hype to Gain Real Traction
    David Cannon, Nfiniti3; Roy Atkinson, HDI (moderator) Recorded: May 19 2020 31 mins
    Enterprise service management: Some say it’s the “next big thing,” But getting there takes a bit more than a few good people and a great tool. What exactly does it take? In this session, David Cannon strips away the vague promises and wishful thinking, explaining what ESM is and how it can be used to grow your organization’s capabilities and competitive advantage. Learn why you must change the way you think about ITSM, how IT can facilitate business growth, and how to leverage three things you may not have thought were essential to ESM...but they are.
  • Tecnologia na Indústria de Viagens: como se reinventar e superar a crise
    Tecnologia na Indústria de Viagens: como se reinventar e superar a crise
    Marta Poggi Recorded: May 19 2020 51 mins
    A pandemia acelerou a transformação digital em vários setores da economia, incluindo turismo e hotelaria. Neste contexto, a tecnologia assume papel ainda mais relevante no ecossistema da indústria de viagens. Este webinar mostra como a tecnologia pode ser utilizada para promover a inovação e a recuperação do turismo no pós covid.
  • CX Principles Every Service Desk Should Leverage
    CX Principles Every Service Desk Should Leverage
    Becky Roemen, Avtex; Andrew Gilliam, HDI (moderator) Recorded: May 19 2020 31 mins
    Customer experience (CX) can be an intimidating subject! There are many aspects to consider, and sometimes it's challenging even to get started. In this session, Becky Roemen will demystify the fundamentals of CX and examine the impact of experiences on internal and external customers. We'll explore how to measure the value of CX initiatives and communicate their importance to senior leadership. You'll walk away with an action plan to transform the customer's journey through your support organization.
  • Data Virtualization: An Introduction
    Data Virtualization: An Introduction
    Paul Moxon, SVP Data Architectures & Chief Evangelist, Denodo Recorded: May 19 2020 59 mins
    What started to evolve as the most agile and real-time enterprise data fabric, data virtualization is proving to go beyond its initial promise and is becoming one of the most important enterprise big data fabrics.

    Attend this session to learn:
    -What data virtualization really is
    -How it differs from other enterprise data integration technologies
    -Why data virtualization is finding enterprise-wide deployment inside some of the largest organizations
  • Виртуализация Данных: Введение
    Виртуализация Данных: Введение
    Алексей Сидоров, Главный Евангелист и Директор по управлению данными, Denodo May 26 2020 8:00 am UTC 60 mins
    В нашу эпоху головокружительных достижений в области искусственного интеллекта, облачных вычислений и передовой аналитики, как ни странно, многие организации по-прежнему полагаются на архитектуры данных, построенные в прошлом веке.
    Однако, ситуация быстро меняется с ростом применения виртуализации данных в реальном времени для обеспечения безопасного, логического доступа к информации. Данный подход позволяет отказаться от физической трансформации и перемещения данных в хранилище, прежде чем они могут быть использованы бизнесом.

    Посетите этот новый вебинар на русском языке, чтобы узнать:
    - Что такое виртуализация данных?
    - Чем данный подход отличается от других корпоративных технологий интеграции данных, таких как ETL
    - Почему крупнейшие организации используют виртуализацию в масштабах всего предприятия

    Узнайте больше о проблемах интеграции данных, решаемых с помощью виртуализации и вариантах применения этой динамично развивающейся технологии.
  • Scopri i segreti per una Digital Experience ottimizzata con la CX Analytics
    Scopri i segreti per una Digital Experience ottimizzata con la CX Analytics
    Silvia Scorrano- Head of CX, BitBang; Monica Versino- Sales Executive; Serena Di Luca-Customer Success Manager,Contentsquare May 26 2020 9:00 am UTC 60 mins
    Customers buy experiences, not products!

    La proposta di servizi e prodotti di qualità non basta a soddisfare le alte aspettative degli utenti che vogliono vivere un'esperienza online unica, fluida e coinvolgente.

    Offrire loro un’esperienza su Sito o App semplice ed intuitiva in tutti i suoi step, dalla Homepage al funnel d’acquisto, è fondamentale per evitare frustrazione e abbandono.

    La vera sfida parte dalla capacità delle aziende di saper misurare la Customer Experience in maniera efficace.

    Come? Seguendo una strategia di misurazione data-driven basata su Insights ottenuti dal reale comportamento degli utenti e non tramite intuizioni o viste parziali dei dati.

    Durante il webinar vi racconteremo:
    - il valore della Customer Experience nella cultura aziendale
    - come si misura l’Experience con la CX Analytics
    - l’importanza della tecnologia di CX/UX Analytics
    - come strutturare un metodo data-driven che dia di fatto insights azionabili
    - success story: come un noto brand italiano del lusso ha perfezionato la propria Customer Experience!
  • Demo: Using Hybrid NLU to Rapidly Build Conversational AI Solutions
    Demo: Using Hybrid NLU to Rapidly Build Conversational AI Solutions
    Siem Uittenhout, Presales Consultant at Artificial Solutions May 26 2020 9:00 am UTC 30 mins
    Never before have companies had to react to change as quickly as in the current times. Indeed, agility has become a crucial skill in a volatile, uncertain, complex and ambiguous environment. Companies that are not able to react quickly to unexpected crisis have an unclear future whilst for those companies that respond quickly to market demands are likely to have a bright future and come out of this crisis stronger than ever.

    In the conversational AI space, agility is illustrated by creating and deploying new solutions quickly.

    Yet the rapid deployment of AI has traditionally always been challenging as it typically requires vast amounts of data to train ML models. In addition, advanced intelligent assistants need to be able to interact with backend systems and are (or should be) accessible from a wide range of channels.

    In this webinar, Siem Uittenhout, Presales Consultant at Artificial Solutions, will demonstrate how Teneo, the leading conversational AI platform for the enterprise, has a unique hybrid approach that combines the best of linguistic and machine learning in one solution. This remarkable feature together, with other capabilities demanded by large multi-national enterprises, makes it possible to deploy advanced intelligent conversational AI solutions in a matter of weeks.

    Do not miss this opportunity to gain advantage towards your competition.
  • Your phone and your face. Anchoring users to real identities
    Your phone and your face. Anchoring users to real identities
    Robert Humphrey | CMO | Onfido & Mickey Martin | Global Lead, Sales Engineering | Onfido May 26 2020 2:00 pm UTC 52 mins
    Expectations of online businesses have never been higher. Customers expect frictionless and personalized experiences, while demanding evermore streamlined registration processes. And if they don’t get them, they’ll take their business elsewhere.

    Resultantly, businesses are experiencing a profound tension. How do you balance frictionless registration, and effective identity management - so that customers are more than just an email and password in a database?

    In this webinar, Robert Humphrey and Mickey Martin will be discussing how to anchor customers to real identities in an easy and secure way.

    Join to learn about how:

    -Anchored identities enable user-controlled re-authentication and recredentialing via biometrics

    -Document-first verification with data extraction can eliminate friction, and lead to better data integrity

    -Identity verification can stop fraud at the door, protecting revenue and platform trust
  • The Rise of Content Design and UX Writing: Where Does Content Strategy Fit In?
    The Rise of Content Design and UX Writing: Where Does Content Strategy Fit In?
    Noz Urbina, Urbina Consulting May 26 2020 3:00 pm UTC 45 mins
    We chat with globally recognized content strategist, Noz Urbina, about the roles, relationships, and differences, of content designers, UX writers, and content strategists. Urbina will discuss ways we can improve our work by learning from others in related disciplines and by working to operationalize content production.

    Noz Urbina is a globally recognised leader in the field of content strategy and customer experience consultancy. He’s well known as a pioneer in customer journey mapping and adaptive content modelling for delivering personalised, contextually relevant content experiences in an omnichannel environment. He is also co-author of the book “Content Strategy: Connecting the dots between business, brand, and benefits” and lecturer in the Masters Programme in content strategy at the University of Applied Sciences, Graz. In 2013 Noz founded his own consultancy Urbina Consulting and in 2018, co-founded the omnichannel events organisation OmnichannelX.
  • Component Content Management System Foundations
    Component Content Management System Foundations
    John Baker, Jorsek Inc. May 26 2020 5:00 pm UTC 60 mins
    Creating DITA content for the first time is exciting! You’ve started creating structured content with incredible potential. But, now that it’s written, you need to actually… manage it.

    Join Paul Perrotta, The Technical Communication Wrangler, and his special guest, John Baker, Professional Explainer & Content Strategist at Jorsek Inc., makers of easyDITA, for this free one-hour webinar. In this webinar, we’ll explore the Component Content Management System, and we will unpack all the fundamental questions around these systems such as:

    1) What is a component content management system?
    2) How are they unique?
    3) Do you really need one?
    4) What criteria should you consider when selecting a system?
  • When Online Shopping Becomes the Only Channel
    When Online Shopping Becomes the Only Channel
    Mark Floisand, SVP Product & Industry Marketing at Coveo May 26 2020 6:00 pm UTC 46 mins
    We are in a new reality: one where shoppers are confined to their homes, and retailers have shut their doors. A reality in which retailers need to react now to cope, and adapt quickly to compete once we get through this.

    With the online shopping channel now being the only channel, brands and stores have to quickly roll out intelligent, personalized online shopping experiences that meet customer expectations – or risk losing them for good.

    View the webinar to get answers from Mark Floisand, SVP Product & Industry Marketing at Coveo, to see how companies are dealing with this new reality by leveraging AI & data. You’ll learn how to:

    - Make the most of your online channel, now.
    - Enable shoppers to find, explore and buy products, intuitively.
    - Deliver personalized product and content recommendations for each shopper.
    - Balance the shopper’s experience with what makes business sense for you.
  • The future of loyalty in tourism: What are we learning from the COVID-19 crisis?
    The future of loyalty in tourism: What are we learning from the COVID-19 crisis?
    Paul Richer, Petya Milkova, Kelly Cookes and Maksim Izmaylov. May 27 2020 1:00 pm UTC 75 mins
    While the effects of the COVID-19 pandemic remain unknown, we must plan for the recovery and share experiences, cross-segment, throughout the travel industry. In the meantime we adapt to new organisational and cultural realities and leverage technologies that help us to foster and maintain customer loyalty.

    Our panel are travel industry leaders, at the coalface, dealing head-on with the issues of today. And looking forward to better times, they will be discussing loyalty, payments, credits & refunds, cyber-security and distribution - how the application of available technologies can drive passenger movement more quickly when it returns post-Covid.
  • Experience Acquia Latinoamérica
    Experience Acquia Latinoamérica
    Leticia Viola, Ecuavisa | Christian Barreto, Liberty Seguros | Dan Katz, Acquia May 27 2020 4:00 pm UTC 60 mins
    Crear una experiencia digital que ofrezca lo que los clientes quieren ahora comienza con la comprensión de sus necesidades y deseos, y el desarrollo de una estrategia inteligente. Durante este evento virtual, examinaremos las formas más efectivas para que todo suceda.

    Asistentes al evento escucharán a Dan Katz, Gerente Senior, Ingeniería de Soluciones, Acquia, mientras comparte cómo comprometiéndose a la experiencia del cliente impulsará la lealtad del cliente ante una pandemia global. También escuchará a Leticia Viola, Gerente Digital de Ecuavisa, y Christian Barreto, Gerente de Iniciativas de Liberty Seguros cuando compartan cómo el entorno actual está impactando las estrategias digitales en sus empresas. Y finalmente, los presentadores discutirán cómo la crisis está impactando las estrategias digitales, cómo puede saber si su propio enfoque está funcionando y qué oportunidades tendrá 2020.
  • Social Media: From Crisis to the New Normal
    Social Media: From Crisis to the New Normal
    Carter Hostelley, Founder and CEO at Leadtail.com May 27 2020 5:00 pm UTC 45 mins
    Social media is the frontline of digital marketing. Not an easy job in normal times let alone during a global pandemic. Whatever your marketing role, it’s critical you understand the right way to approach social media in these precarious times. This is especially true as buyers start to transition their mindset from "Crisis to the New Normal".

    In this webinar, you’ll learn:

    - The three stages of crisis and what it means for your social media strategy
    - How buyer conversations are changing on social media
    - Examples of social media posts done right and wrong
    - Six-point checklist for what you should do right now
  • Stay Ahead of Your Competitors and Improve Agent Engagement
    Stay Ahead of Your Competitors and Improve Agent Engagement
    Noel Roberts, CTO / VP of Marketing, Aria May 27 2020 6:00 pm UTC 60 mins
    Across the board, agent behavior is changing and their tasks are becoming more complex. New tools and methods were not being well leveraged even prior to the surge in at-home agents. The results are that agent engagement has been dropping while the forced work-at-home situation has made engagement even more challenging. This in turn is causing issues with both agent and customer experience.

    During this webinar we'll explore changing, new, and emerging ways to improve the agent experience through agent enablement, agent assistance, and automation, and how you can shift your organization and improve the customer experience.
  • Part 2 - Dissecting the Modern Identity Governance Journey
    Part 2 - Dissecting the Modern Identity Governance Journey
    Chaitanya Yinti, Sr. Director PMM, ForgeRock & Steve Giovannetti, CTO & Founder, Hub City Media May 27 2020 6:00 pm UTC 60 mins
    Within a dynamic business environment, ensuring that users have the right level of access quickly and efficiently is critical.

    Join ForgeRock’s Senior Director, Chaitanya Yinti and Hub City Media’s CTO and Founder, Steve Giovannetti, as they demonstrate how a modern governance solution addresses advanced governance user cases, such as:

    - Dynamic access reviews based on changes like M&A, reorganization or a simple transfer of an employee from one manager to another
    - Exceptional user experience during ad-hoc access requests
    - Triggering certifications based on quantitative analysis
    - Automated entitlement discovery and certification
    - Certification of access policies in Access Management systems

    This webinar will also showcase the seamless connections between systems, users and administrators, and how Identity Governance processes don’t need to be tedious or complex.

    Join us for this highly informative webinar. Space is limited. Register to reserve your spot today.
  • How to launch a Neobank in 90 days?
    How to launch a Neobank in 90 days?
    Pradyut Vatsa, APAC Sales Lead, Temenos, Kamal Chandramohan, Client Engagement & Solutions Manager, Aspire Systems May 28 2020 3:30 am UTC 75 mins
    Neobanks need 3 key elements:

    1.Resilience for performance and robustness
    2.Rapid repsonsiveness to prevailing market forces and fluid customer demands; and
    3.Speed to market

    With the COVID-19 outbreak, launching a neobank might seem as if it got all the more tougher. Well, think again! Aspire Systems and Temenos, the banking software specialist, present a tell-all on how to kick start a neo-bank in 90 days from scratch with a light yet powerful technology stack, in any business storm.

    Covid-19 has brought many pressures to the global economy, and whilst plans for development and growth have not stopped, for many organisations they have slowed whilst they deal with business continuity and managing their long term future. In banking, performance, resilience and the ability to quickly respond to customer needs has never been more in the spotlight. With this in mind, Aspire Systems and Temenos, the banking software specialist, present a tell-all on how to kick start a neo-bank in 90 days from scratch with a light yet powerful technology stack, in any business environment.

    What’s in store for you in this webinar?

    •Understand the necessary roadmap for a Neobank – what tech you need to focus on, week wise, month wise
    •The combination of Temenos Transact on cloud and Temenos Infinity to kick start operations in 90 days
    •Find out what is the most appealing banking solution in the market and why it matters much more in these uncertain times
    •Get a sneak peek into the success story

    Along with this webinar, you’ll also be getting exclusive access to the latest Neobank report powered by Temenos and Aspire Systems.

    Register to tune in on May 28th at 11:30 AM SGT and find out why this is unmissable.
  • PANEL - Adaptive Leadership: Ensuring continuity to keep the business safe
    PANEL - Adaptive Leadership: Ensuring continuity to keep the business safe
    Frank Hoekstra, SVP & Head of Europe, IR | John Ruthven, CEO, IR | Andrew Small, Digital Solutions Director, BT May 28 2020 8:00 am UTC 60 mins
    In an effort to support businesses around the globe, IR has leveraged it's long standing and strategic partnership with BT, one of the world’s leading communications services companies, to bring our community a live talk webinar where we discuss the extensive measures organizations are taking to scale-up remote working quickly, as well as how BT and IR have supported this need.

    Along with how organisations look to keeping the modern workforce connected, we will also discuss the potential of this becoming the new way of working.

    Below are the key themes and topics to be discussed:

    • How are Service Providers stepping in?
    • UC is a combination of software and services. What are Service Providers doing to help, or being asked for?
    • How are BT and IR customers changing their strategies to keep their people connected?
    • What strategies should IT leaders adapt to drive a connected workforce? Where does security play a part?
    • What happens once the dust has settled?
  • Micro Focus SmartCipher: защита неструктурированных данных
    Micro Focus SmartCipher: защита неструктурированных данных
    Владимир Станишевский, технический консультант, Micro Focus в России May 28 2020 8:00 am UTC 60 mins
    Продукт Micro Focus SmartCipher помогает реализовать контроль за контентом при размытом периметре в вашей организации. Ваша конфиденциальная информация будет защищена, где бы она не оказалась.
  • Come abilitare la Self Service Analytics con il Logical DWH
    Come abilitare la Self Service Analytics con il Logical DWH
    Andrea Zinno - Data Evangelist - Denodo, Paolo Crivelli - Technical Sales Director Italy - Denodo May 28 2020 9:00 am UTC 75 mins
    ------------
    WEBINAR IN ITALIANO - DENODO ITALIA
    ------------

    In tutte le aziende c’è una sempre più forte necessità di ottenere informazioni e indicazioni da dati che continuano a crescere in numero e varietà delle fonti, e in cui la componente non strutturata sarà presto prevalente.

    La maggior parte delle soluzioni più classiche, come i tradizionali Data Warehouse (DW) e i Data Lake hanno una governance più complessa e non garantiscono un accesso agile ai dati. I sistemi di BI devono supportare nuove forme di reporting e di analisi, come l’analitica self-service, le analisi investigative, la data science, gli utenti esterni come clienti online, partner e fornitori, le nuove tecnologie di memorizzazione come Hadoop e NoSQL, le fonti di dati esterne, come i dati sui social media e gli open data, e infine le grandi quantità di dati. Inoltre, è necessario accelerare il time to market per i report.

    La soluzione a questo nuovo scenario, secondo gli analisti, è il data warehouse logico (LDW), che ha dimostrato avere una base più agile per la delivery e la trasformazione dei dati, semplificando il collegamento rapido di nuove sorgenti dati.

    Partecipa a questo webinar per approfondire:
    • Come rendere disponibili in modo agile e veloce nuove fonti di dati per gli analisti e i data scientist
    • Come la tua organizzazione può migrare in modo graduale e con successo verso un'architettura LDW flessibile, senza stravolgere l'attuale sistema di BI
    • In che modo il Logical Data Warehouse aiuta ad integrare l'analisi self-service con le altre forme più classiche di business intelligence
  • Data Virtualization-Fulfilling the Digital Transformation Requirement in Banking
    Data Virtualization-Fulfilling the Digital Transformation Requirement in Banking
    Paul Moxon, SVP Data Architectures & Chief Evangelist, Denodo May 28 2020 12:00 pm UTC 60 mins
    The financial industry is undergoing a massive digital transformation, and banking institutions are on the road to becoming digital financial technology organizations. This is driven by many factors, some of which include, the need to improve customers experience (CX) through tailored products and services, staying competitive in an ever more competitive market with new challengers, adapting to new delivery channels, and advances in technology.

    Data is at the center of this digital transformation, but caution needs to be taken to ensure customers’ data rights, privacy and security are top priorities, especially with initiatives like Open Banking and shifts to Cloud environments. So how do banks move forward, living up to market expectations and staying competitive while protecting their customers and complying with regulations?

    Banking institutions need to update their legacy systems and implement strategies and services that will transform them into digital financial organizations. They need agile access to information that can be leveraged to make timely business decisions, yet still fulfill the regulatory requirements.

    Banks in the digital transformation era, need a single view of all their data and a way to establish security controls across the entire infrastructure.

    In this webinar, we will discuss how data virtualization can update and modernize data architectures in the digital transformation era. We will present success stories of banking companies who already use data virtualization to differentiate themselves from the competition, optimize processes, and create new business opportunities through more agile data management.
  • Coronavirus: How Can Retailers Manage Local Supply Chain Demands?
    Coronavirus: How Can Retailers Manage Local Supply Chain Demands?
    BRC & SAS UK and Ireland May 28 2020 1:00 pm UTC 45 mins
    We are in unprecedented times. Supply and demand across the industry has changed beyond recognition as we, as a nation, act to respond to the Coronavirus. Retailers need to manage and optimise their supply chains to cope with the current crisis. Forecasting demand and ensuring supply of essential and non-essential goods - in-store and online – as we enter different phases of the outbreak, with no blueprint to fall back on, is a huge test for retailers of all shapes and sizes.

    SAS UK and Ireland are working with a number of retailers right now to try and help them address this fundamental challenge. We are bringing them in to share the learning and offer practical advice and solutions to help you through this immediate period, and as we begin to recover from the worst of this global pandemic.

    Why join?
    •Gain insight into the pattern of demand and supply across the retail industry right now
    •Understand how other retailers have been working to forecast and manage their supply and demand during these unprecedented times
    •Find out how other retailers have been optimising their supply chains to deal with the current crisis
    •Gain advice on what you can do to best manage your supply and demand in the immediate term
    •Explore how you can effectively forecast and manage your supply and demand as we enter different phases of this pandemic
  • How Oxfam moved from 900 Retail Stores to a Fully Digital Organisation.
    How Oxfam moved from 900 Retail Stores to a Fully Digital Organisation.
    Paul Smith, UK & Ireland General Manager. Michael Duggan, CIO Oxfam May 28 2020 1:00 pm UTC 33 mins
    Together, we are facing a truly unprecedented situation. The global coronavirus pandemic is affecting all of our families, our businesses, our communities, and our way of life.

    Our hearts go out to anyone who's been impacted by the virus, either directly or indirectly. At Salesforce, as at your companies, we’re focused on the health and safety of our employees, families and communities. However, we are very conscious that all businesses are in uncharted territory, Salesforce was built to handle moments like this, and our relentless commitment to your success is stronger than ever. Our company was founded on core values -- trust, customer success, innovation, and equality -- and our values are unwavering and continue to guide everything we do.

    During this time, we wanted to update you on how we’re approaching the situation for the UK and Ireland at Salesforce. Please join Paul Smith, UK & Ireland General Manager, who welcomes special guest Michael Duggan, CIO Oxfam. They will discuss how Oxfam, a major nonprofit group is using technology to respond to crisis in this time of need.
  • Best Practices for Business Continuity: Hit the Ground Running
    Best Practices for Business Continuity: Hit the Ground Running
    Adam Dofrman, Christopher Eden May 28 2020 2:00 pm UTC 60 mins
    Adam returns for a third Town Hall Webinar to provide insight into the post-COVID-19 landscape and how your preparation now can help your brand when it comes to re-opening.

    We'll be looking at key updates and sharing the learning of these past few weeks about Google and GMB, and discuss how businesses can be ready to bounce back from COVID-19.

    We also have time for a live Q&A with our presenter.
  • Webinar: The Challenges of Test Automation
    Webinar: The Challenges of Test Automation
    Steve M. Barreto, Presales Solutions Architect at Eggplant May 28 2020 2:00 pm UTC 29 mins
    Test automation frameworks can be beneficial but only as long as the challenges that come along with them are managed efficiently. Find out what those are and how Eggplant can help you overcome them.
  • Reputation.com's Post-Transform Product Demo One
    Reputation.com's Post-Transform Product Demo One
    Michael Chang May 28 2020 6:00 pm UTC 60 mins
    Join us as our product specialists take you through Reputation.com's updated and cutting-edge platform for RXM. In this live demonstration you'll see how the platform works, why we've created it and what it can do for your organization. At the end there will be a live Q&A where you can ask questions specific to your needs. We look forward to having you there!
  • How Will Drupal 9 Enable My Site For The Future?
    How Will Drupal 9 Enable My Site For The Future?
    Dries Buytaert, Angie Byron, Gábor Hojtsy, Tim Lehnen Jun 1 2020 2:00 pm UTC 63 mins
    June 3rd, 2020 marks the launch date of the highly-anticipated release of Drupal 9 within the Drupal community.

    As with any major release of a new version of Drupal, this prompts many questions. "What will change from Drupal 8 to Drupal 9?", "What experience can I expect with Drupal 9?" and "How do I prepare my site today?" Whether you are on Drupal 6, Drupal 7 or Drupal 8, we have answers for you.

    Watch Dries Buytaert, the Founder of Drupal and Acquia’s Co-Founder & CTO, alongside Drupal experts Angela Byron & Gábor Hojtsy as they share insights on how to prepare for the release of Drupal 9, followed by an audience Q&A session moderated by Tim Lehnen, Drupal Association’s CTO.

    In this session, you’ll learn:
    - What to expect from Drupal 9
    - How you can prepare your site, whether you’re on Drupal 8 or previous versions of Drupal
    - The resources and tools available to make the upgrade as seamless as possible
    - What you can expect from the Drupal 9 experience and the benefits of upgrading
  • Последние изменения в продуктах ArcSight и планы на будущее развитие
    Последние изменения в продуктах ArcSight и планы на будущее развитие
    Вячеслав Тупиков, архитектор решений ArcSight, Micro Focus Jun 2 2020 8:00 am UTC 75 mins
    Уже ставший традиционным для Форума пользователей ArcSight открывающий доклад, в котором мы рассмотрим последние изменения в продуктовой линейке Security Operations и а также заглянем в возможное будущее продуктов и решений Micro Focus в области информационной безопасности.
  • Webinar: Your next client is on LinkedIn but are you ready?
    Webinar: Your next client is on LinkedIn but are you ready?
    Chris Roxburgh - Maguire Training Jun 2 2020 10:00 am UTC 60 mins
    75% of UK business people have a LinkedIn profile, but few prepare it properly for that potential client visit. With over 10 million UK members using LinkedIn every day, it must be worth investing some time in ensuring that your profile makes that all-important good first impression.

    Just as you wouldn’t attend a sales pitch unprepared, wearing shorts and a tee-shirt this webinar will demonstrate how to avoid the online equivalent with your LinkedIn profile. We will demonstrate how to build a profile that will impress visitors and create a hunger to learn more about you and your services.

    5 Key takeaways:

    1.The sheer scale of the opportunity offered by LinkedIn
    2.That by using this most underestimated sales aid properly, you will become one of the 1% who do!
    3.The power of a direct message
    4.The importance of good, mixed content
    5. That people buy people, so do your profile justice