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Customer Experience

  • Workbooks CRM for Marketing
    Workbooks CRM for Marketing Workbooks CRM Recorded: May 21 2018 2 mins
    See what we have to offer for marketing professionals within our CRM
  • What’s Your AI Strategy?
    What’s Your AI Strategy? Vikram Mahidhar, AI Leader, Genpact Recorded: May 17 2018 49 mins
    Cognitive technologies are disrupting business. Are you ready?

    What does your business look like in 2022? What about in 2028? Within a decade, businesses made up of a workforce of people and digital workers will have a competitive advantage.

    Genpact surveyed 300 C-suite and senior executives to understand the need for a cognitive strategy. Join us to hear Vikram Mahidhar, Genpact’s AI leader, share our findings and provide real-world insights on how to build an AI strategy.

    This practical webinar will share insights on:

    Where and how to use cognitive technologies – selecting the right projects to test and innovate
    Key levers of a cognitive strategy:
    Using content and data wisely
    Selecting the right technologies
    Finding the right mix of people
    Understanding and addressing change management
    Defining realistic goals and maximizing ROI
    Success stories that show how cognitive technologies support top-line growth.
  • Not Good Enough: The Need for a Patient-Focused Content Strategy
    Not Good Enough: The Need for a Patient-Focused Content Strategy Paul Perrotta and Scott Abel Recorded: May 17 2018 62 mins
    Being a patient in need of life-saving medical treatment can be cripplingly frightening—even the bravest humans often find their nerves of steel are no match for fear of invasive surgery or therapy for serious illnesses like heart disease or cancer. Many patients find themselves trapped on an anxiety-ridden ride made worse by the presence of poorly designed, ambiguous, frustrating and confusing healthcare content. Confusing jargon, misplaced focus, and a lack of empathy are common problems with information provided to patients during their journey toward healthfulness. But it doesn’t have to be that way.

    Join Paul Perrotta for a lively discussion with Scott Abel, The Content Wrangler, about his recent battle with brain cancer. Scott will discuss the content challenges he discovered while attempting to navigate the disorganized, inconsistent, and often less-than-useful healthcare content provided to him by hospitals, doctors, laboratories, transporters, specialists, nurses, medical device companies, technicians, pharmacies, and insurance providers.

    We’ll hear Scott’s first-hand account of his experiences navigating brain surgery and cancer treatments and learn how adopting a patient-focused content strategy may help professional communicators improve healthcare information provided to those who need it. Come prepared to ask questions of Scott.

    One lucky attendee will win a free pass to Information Development World conference, November 27-29, 2018, in Menlo Park, CA. The theme of the conference is “Creating a Modern Online Technical Resource Center.”
  • How to Improve the Future Strategic Status of Your Contact Center
    How to Improve the Future Strategic Status of Your Contact Center Martin Hill-Wilson, Chuck Ingram, Erica Marois (moderator) Recorded: May 16 2018 61 mins
    According to ICMI research, 62% of contact centers believe their organization considers them a cost center. Contact centers have long been misunderstood, plagued by stereotypes, stigmas, and misconceptions. But contact centers of the future are uniquely positioned to fuel growth across the business through product enhancement, customer retention, and employee retention. The strategic contact center of the future won't just focus on people, process, and technology improvements, but products, too. Join us for this webinar to find out how your contact center can use all the customer data at your fingertips to empower smarter business decisions and boost the bottom line.

    In this webinar, you will learn:
    * How to establish processes for capturing, analyzing, sharing and using value-added information across the organization
    * The link between driving strategic value and boosting employee engagement
    * How other contact centers are driving ROI for their business
  • The Content Convergence Has Arrived
    The Content Convergence Has Arrived Alan J. Porter Recorded: May 16 2018 60 mins
    Intelligent content is the foundation of the new age of digital customer experiences in any language. As a consequence, the worlds of marketing communication, technical communication, and localization are converging as companies need to take a more holistic view of how customers interact with their global brands. This presentation will discuss this convergence and how companies can best position themselves and their content to power their digital transformation.

    Join The Content Wrangler and our special guest presenter, Alan J. Porter, Head of Strategic Services at [A], for this free one-hour webinar. Porter will demystify how to start the discussion of content convergence in your own organization and he’ll provide samples of metadata you should consider adding when attempting to manage global content. Attendees will also gain insight into a content engineering approach to holistic content use.
  • Prognosis for UC Deminar (May 2018)
    Prognosis for UC Deminar (May 2018) Dave Bottomley, Senior Solutions Engineer Recorded: May 16 2018 42 mins
    Join us for a live demonstration of Prognosis for Unified Communications. Delivered by a Senior Solutions Engineer with live Q&A
  • SDL WorldServer Quarterly Showcase: GDPR
    SDL WorldServer Quarterly Showcase: GDPR Ray Hopley, Product Management Director for SDL WorldServer Recorded: May 16 2018 39 mins
    In this quarterly showcase webinar, we’ll discuss GDPR, providing best practice insight into GDPR compliance and SDL WorldServer.

    Please join us to learn more about:

    • Best practice and general guidance approaching GDPR and SDL WorldServer.
    • Handling personal data within your linguistic assets.
    • Handing personal data within your translation workflow.
  • From Customer Data to Customer Experiences
    From Customer Data to Customer Experiences Gil Rosen, Head of Strategy at NGDATA; James McCormick, Principal Analyst at Forrester Recorded: May 14 2018 55 mins
    NGDATA, Informatica and AWS, with special guest Forrester, bring you:

    From Customer Data to Customer Experiences:
    Build Systems of Insight To Outperform The Competition

    Consumer-focused brands are presented with a unique opportunity to either build compelling customer experiences, or risk squandering funds and frustrating customers with redundant and irrelevant interactions. Success or failure is contingent upon your organization aligning your people, processes, technology and data with your customers and corporate strategy to create a unique competitive advantage through Systems of Insight.

    Join Gil Rosen, Head of Strategy at NGDATA, and special guest James McCormick, Principal Analyst at Forrester, as they give a powerful and informative webinar on turning your customer data into rich, long-lasting customer experiences.

    Key takeaways will include:

    • Understand current consumer industry shifts; how they're being shaped by data and technology, and the impact of adoption or complacency.
    • Learn how leading organizations leverage Systems of Insight to redefine their strategy and operations, and build meaningful, engaging and valuable customer relationships.
    • Introduce Forrester's insights and research helping brands understand how insights-driven they really are, and what to do next to build their own Systems of Insights; harnessing their competitive strengths to find, engage and delight the right customers.
    • Learn how to build Systems of insight using the NGDATA and Informatica platforms.
  • The last-minute guide to GDPR
    The last-minute guide to GDPR Argin Wong, Data Privacy and Compliance, Box Recorded: May 14 2018 41 mins
    The dawn of GDPR on May 25, 2018, will have a global impact. If you work within Europe or with European employees, customers or partners, the regulation affects you and failure to comply could result in fines up to 20 million euros, or up to 4% of the company’s total global revenue for the preceding fiscal year, whichever is higher.

    It's not too late to get ready. Sign up for this webinar to learn 3 key steps you need to start now:

    How to show that you are processing data in accordance to the GDPR
    How to ensure (and document) the security, confidentiality and availability of data
    How to support the Right to be Forgotten

    You'll also learn how Box can help. Our philosophy is to evaluate and meet the highest bar for data privacy, as well as enable organizations to meet data privacy obligations across the globe, so you can rely on Box to get GDPR-ready.
  • The true value of combining CRM and Marketing Automation
    The true value of combining CRM and Marketing Automation Christelle Fraysse, CMO and Clare Hordle, CRM Consultant Recorded: May 11 2018 63 mins
    During this webinar we will cover:

    - Marketing priorities
    - How can CRM & Marketing Automation support those priorities
    - Practical examples
    - Conclusion
  • California Casualty CCMS Case: Our Users are Talking. We’re Listening.
    California Casualty CCMS Case: Our Users are Talking. We’re Listening. Susan Lalor, Knowledge Management Team Manager, California Casualty and Chip Gettinger, SVP Global Solutions Consulting, SDL Recorded: May 10 2018 52 mins
    California Casualty is an insurance company that faced the challenge of managing internal policies and procedures in a better and more structured way. To solve the issue, they selected SDL Tridion Docs as a component based content management system (CCMS). However, they decided to use it in an unconventional manner, different from the typical approach towards managing documentation.

    It's been 4 years now and, much to their own surprise, their approach is hugely successful. Attend this webinar to understand:

    • How California Casualty implemented content management.
    • Why they created a feedback loop used by the content owners, users and documentation team with SDL's collaborative review feature.
    • How they managed to keep content fresh, accurate and relevant for all users.
    • How they discovered that their fear for an uncontrollable free-for-all process was unfounded.
  • Open Banking: Prioritise Privacy and Build Trust
    Open Banking: Prioritise Privacy and Build Trust Nick Caley Head of Financial Services & Regulatory ForgeRock Recorded: May 10 2018 52 mins
    Regulations like Open Banking, PSD2, and GDPR are an opportunity to reconsider your relationship with your customers. With breaches, data leaks, and the careless use of personal data constantly in the headlines, the need for trust is at an all time high. You need to prioritize privacy and make it a competitive differentiator in order to enable personalized products and services.

    In this webcast, Nick Caley, VP of Financial Services and Regulatory at ForgeRock will cover:

    * Current consumer attitudes and preferences around privacy and consent

    * The critical role of identity in building a trusted relationship with your customers

    * How the ForgeRock Identity Platform can help with consent management and strong authentication

    * Modern solutions including the Profile and Privacy Management Dashboard and User-Managed Access standard
  • Cash in at scale on the esports explosion
    Cash in at scale on the esports explosion Dean Takahashi, Lead Writer, GamesBeat Recorded: May 9 2018 60 mins
    The esports market is on fire. Last year 43 million people watched the League of Legends world championships, a multiplayer fighting game. And it's not a niche market of teenage boys in basements. A recent report found that 31 million people watch esports tournaments in the U.S., and more than double that -- 68M -- in China.

    And the question is -- how do you monetize that at scale?

    Look to the wild success of the Asia-Pacific esports companies. The companies who stage events like China’s 2017 Riot Championships, which posted more than 32 million viewers, have been able to compel customers to actually pay to view content, and even tip players, with the right streaming and payment technologies.

    Don’t miss this VB Live event for keen insights from leaders in the space on how U.S. companies can effectively operate globally or begin to expand globally. You’ll learn how to confront the challenges that scaling your audience can pose and improve it, from west to east, as you look to capture more of the global audience opportunity.

    Register now for free.

    You’ll learn about:
    * The opportunities provided by the growth in the esports streaming content market
    * What's causing the streaming content surge and market growth
    * The technology making this explosive esports growth possible on a global scale
    * Confronting the problems around scale in markets like China and elsewhere

    Speakers:
    * Dean Takahashi, Lead Writer, GamesBeat
    * Johannes Waldstein, CEO, FanAI Inc.
    * Roc Harry, Relationship Director, Worldpay
    * Carter Rogers, Senior Analyst, SuperData Research

    Sponsored by Worldpay
  • Redefine content creation & delivery. Learn about the 5 Future States of Content
    Redefine content creation & delivery. Learn about the 5 Future States of Content Andrew Thomas, Senior Director Marketing, SDL, Kel Commins, SVP Global Solutions Consulting, SDL Recorded: May 9 2018 64 mins
    Join Andrew Thomas and Kel Commins to learn our predictions for Artificial Intelligence (AI) and Machine Learning (ML), and how they will play leading roles in automating the entire content supply chain. In this webinar we’ll explore current challenges and future possibilities disrupting and driving content creation, translation and delivery for greater business impact:

    • The demand for content is too high; content will create itself.
    • Isolated content limits business agility; content will be agile.
    • The amount of content is overwhelming; content will organize itself.
    • Content is your biggest security risk; content will be secure.
    • Customers make purchase decisions without talking to Sales; content will be your best seller.
  • Is Speech Analytics Worth the Effort?
    Is Speech Analytics Worth the Effort? Chris Lawson, Managing Partner, Lawson Concepts and Scott Bakken, CEO, MainTrax Recorded: May 8 2018 63 mins
    Join this live discussion with our speech analytics experts Chris Lawson and Scott Bakken as they discuss the trends of companies leveraging speech as well as those who have struggled and why. Regardless of the speech platform used, users often face common challenges. This is your chance to ask the experts. No matter where you are on the speech analytics spectrum, don't miss this opportunity to get answers from the insiders.

    Chris Lawson, founder and president of Lawson Concepts, puts his more than 25 years of Fortune 500 IT contact center experience to work helping organizations harness information to reduce customer effort. His firm specializes in aiding companies with speech analytics blueprinting and high-performance knowledge management, thus enabling contact centers to better leverage their technology investment with solutions that redefine both the agent and the customer’s experience. Chris has served as both president and director of various customer technology/solution advisory councils for speech analytics vendors and is a regular speaker on the agent versus the customer experience, speech analytics, and service excellence.

    MainTrax has been in a leader helping organizations with their speech analytics needs for more than 12 years and building more than 300 project with 10 different speech platforms. As co-founder and CEO of MainTrax, Scott Bakken helps organizations harness speech and text analytics technology to optimize contact center performance, regardless of technology platform. His firm specializes in developing projects with complex business rules and building language patterns present in text data to ensure clients are generating high value business insights. Free of allegiance to any one analytics company, Scott is recognized as an independent voice in the speech analytics industry and was named an Ernst & Young Entrepreneur of the Year finalist. He facilitates numerous workshops, and has been published in a number of industry trade journals.
  • Applying Innovative Tools for GDPR Success
    Applying Innovative Tools for GDPR Success ForgeRock's Eve Maler, Nick Caley and Carlos Scott Recorded: May 8 2018 60 mins
    The GDPR's enforcement date is finally around the corner: May 25th. Have you successfully conceived of this groundbreaking EU regulation as a business opportunity? Have you addressed the challenges of both compliance and customer trust in a more comprehensive fashion? In this webcast, ForgeRock experts Nick Caley, VP of Financial and Regulatory, and Eve Maler, VP of Innovation and Emerging Technology, and Carlos Scott, Digital Risk Consultant will:

    Discuss the GDPR in the context of regulatory compliance, digital innovation, and "ripped from the headlines" tensions in consumer trust and the personal data economy

    Describe important privacy, consent, and trust innovations made in recent times, including in the standards world (OAuth, UMA, and more)

    Demonstrate capabilities of the ForgeRock Identity Platform that address GDPR requirements, including a Profile and Privacy Management dashboard

    As the band aptly named Europe said:

    We're leaving together
    But still it's farewell
    And maybe we'll come back
    To earth, who can tell?
    I guess there is no one to blame
    We're leaving ground
    Will things ever be the same again?
    It's the final countdown
  • Chatbots - an Insurer's personal assistant
    Chatbots - an Insurer's personal assistant Frank Neugebauer, CTO, Genpact Insurance Practice Recorded: May 3 2018 8 mins
    Chatbots can be used to dramatically improve the effectiveness of a carriers internal staff. By freeing that staff from a majority of administrative tasks and providing them timely information, staff can focus their time on servicing existing and potential clients. This will have a positive impact on policy renewals, client satisfaction, and work volume.
  • Lease Accounting Compliance - The Time for Outcomes is Now
    Lease Accounting Compliance - The Time for Outcomes is Now Saurabh Gupta-Chief Strategy Officer,HfS|Jay Scanlan, Head of Growth Ecosystems,Genpact|Michael Keeler, CEO, LeaseAccelerator Recorded: May 2 2018 62 mins
    The initial deadlines for the new lease accounting standards are less than a year away. Yet most companies are just beginning their leasing accounting projects, having been focused on revenue recognition for most of the past twelve months. With an extension of the compliance deadlines by IASB or FASB unlikely, companies will have to decide fast what strategies they should take to get ready to comply by this year end.

    Join this webinar to hear an expert panel of thought leaders from HfS Research, Genpact, and LeaseAccelerator discuss:
    • What updates to processes, systems and controls will be needed to achieve compliance?
    • How can new technologies and delivery models be used to accelerate the project?
    • How can accounting organizations minimize project costs and realize optimal ROI and outcomes from the project?
  • Enterprise MT: Tailored to the Organization’s Specific Needs
    Enterprise MT: Tailored to the Organization’s Specific Needs Kirti Vashee, Language Technology Evangelist, SDL and Quinn Lam, Senior Program Manager, Product Management, SDL Recorded: May 2 2018 60 mins
    Global enterprises are finding that the continuing content explosion is affecting employee communication needs, which are becoming increasingly multilingual. Many still use generic public machine translation (MT), but the risk of data privacy and the poor quality of one-size-fits-all public MT tools leaves much to be desired.

    Create an MT engine that learns new terms and phrases in the context and tone of your business for higher quality translations. Unlike consumer grade generic MT engines on the market, SDL offers self-service or SDL-assisted customization for over 100 language pairs.

    In this webinar, experts from SDL will discuss:

    • Properly assessing your translation and data to achieve optimal outcomes.
    • Identifying your critical terminology to ensure the best MT output.
    • Knowing when to use the generic, out-of-the-box Neural Machine Translation (NMT).
    • Understanding self-service options to rapidly tune the MT systems to your specific terminology.
  • Meet the Team and Learn about Dynamic Reporting & Analytics
    Meet the Team and Learn about Dynamic Reporting & Analytics Lisa Lafayette, Solutions Consultant - Bizagi Recorded: May 2 2018 29 mins
    Watch now and learn how to use the Bizagi Reporting and Analytics platform that allows you to monitor and continuously optimize business processes.

    Learn how Bizagi can help you:

    - Interpret historical and real-time information through graphical tools
    - Turn process information into business strategy
    - Support your mobile workforce with process analytics wherever they need them
  • Using AI for insurance fraud detection
    Using AI for insurance fraud detection Jim Murphy, AVP Genpact Insurance Claims Practice Recorded: May 1 2018 4 mins
    Ai applied to fraud allows an insurance carrier to more effectively, efficiently, and speedily detect fraud compared to traditional manual-intensive methods. Using advanced technologies, harnessing big data, and employing network graph analytics along with machine learning techniques creates a powerful approach to detect fraud and helps address many of the challenges faced by insurance companies.
  • How to Extract Content from Outdated Systems
    How to Extract Content from Outdated Systems Stephani Clark Recorded: May 1 2018 60 mins
    Moving from legacy systems to modern technology can be a daunting task. Depending on the number of documents you currently have, just deciding what to move can be difficult.

    Join The Content Wrangler and Stephani Clark of Jorsek LLC to learn how to perform a content audit, develop a conversion plan, and learn about other considerations when transferring content.

    About Stephani Clark

    Stephani Clark is a Customer Success Manager for easyDITA, a DITA Component Content Management System based in Rochester. She works to train and assist users of easyDITA’s software. Stephani also works on easyDITA’s information development team and spends about half her time creating technical documentation for the software.

    Before she worked for easyDITA, Stephani spent over ten years working for her family’s energy efficiency company. During that time, she worked in sales management, operations, and project management. Stephani also developed the company’s training program and served as their National Training Administrator, which brought her to Rochester in 2010 when the company opened an office there.
  • Digitize Outdated Financial Services Processes with Box Platform
    Digitize Outdated Financial Services Processes with Box Platform Paul O'Leary Senior Director of Product, Freedom Financial, Kausik Rajgopal Managing Partner, McKinsey & Co Recorded: Apr 30 2018 52 mins
    Digital transformation is pressuring every financial services company.

    Industry leaders agree that improving customer experience through digital innovation is needed to retain and attract the next generation of customers, however overcoming legacy process inertia and the regulatory compliance standards associated with delivering new digital experiences and solutions has been a challenge.

    Join the on-demand webinar to learn how Box Platform can play a critical role in digitizing outdated processes such as Loan Origination and Wealth Management. In this webinar you'll learn:

    - Major trends and drivers pushing the financial services industry toward digital transformation
    - How Box Platform makes it easy to securely share confidential information your customers demand — within your own custom web portals and mobile apps
    - Key examples of wealth management and loan origination apps built with Box Platform
    - How our guest speakers are seeing technology impact their businesses and industries in financial services

    Whether your primary interest is to create new and innovative customer experiences, or simply reduce costs in your existing processes, this session will give you a different perspective on how you can get there.

    About Box Platform
    Box Platform is a cloud content management platform that enables businesses of all sizes to build digital experiences with content for employees, partners and customers. You can learn more at box.com/platform
  • Planning a Successful Multilingual Website Strategy
    Planning a Successful Multilingual Website Strategy David Spiro, Product Marketing Manager for SDL Language Services Recorded: Apr 30 2018 9 mins
    In North America and Europe alone, internet users number more than one billion, yet represent only 25% of the global internet population. The top ten languages serve more than three billion internet users, leaving a massive one billion represented by ‘other languages.’

    These numbers point to the importance of language to engage online audiences around the world, and the imperative of a multilingual website strategy.

    Having interviewed a broad range of experts - from consultants and product managers to project managers and customers - we uncovered best practices for effective multilingual website implementations. In this video, I’m happy to share the results, taking a look at:

    • Optimizing source text for localization.
    • Using the right technology and approach to support multilingual websites.
    • Selecting the content and web pages that require translations.
    • Testing requirements for rolling out new languages.
  • Applying Innovative Tools for GDPR Success
    Applying Innovative Tools for GDPR Success ForgeRock's Eve Maler, Nick Caley and Carlos Scott May 22 2018 1:00 pm UTC 60 mins
    The GDPR's enforcement date is finally around the corner: May 25th. Have you successfully conceived of this groundbreaking EU regulation as a business opportunity? Have you addressed the challenges of both compliance and customer trust in a more comprehensive fashion? In this webcast, ForgeRock experts Nick Caley, VP of Financial and Regulatory, and Eve Maler, VP of Innovation and Emerging Technology, and Carlos Scott, Digital Risk Consultant will:

    - Discuss the GDPR in the context of regulatory compliance, digital innovation, and "ripped from the headlines" tensions in consumer trust and the personal data economy

    - Describe important privacy, consent, and trust innovations made in recent times, including in the standards world (OAuth, UMA, and more)

    - Demonstrate capabilities of the ForgeRock Identity Platform that address GDPR requirements, including a Profile and Privacy Management dashboard

    As the band aptly named Europe said:

    We're leaving together
    But still it's farewell
    And maybe we'll come back
    To earth, who can tell?
    I guess there is no one to blame
    We're leaving ground
    Will things ever be the same again?
    It's the final countdown
  • The Next Step: Employee-Focused Service Management
    The Next Step: Employee-Focused Service Management Roy Atkinson and Marc Stitt May 23 2018 5:00 pm UTC 60 mins
    Service management principles and practices have been broadening to encompass far more than IT services over the past few years. HDI research shows that more than half of organizations are using the tools and practices of service management in other business units, such as HR, facilities and customer service. The applications of these proven practices—when done properly—have improved service delivery for business units.

    In today’s organizations, agility and velocity have increased the responsibilities of individual employees, who depend on fast, easily-accessible services to get their work done, from anywhere and at any time. This requires a new focus of service management on employees.

    In this webinar, we will discuss:
    * What service management throughout the organization means
    * Why organizations need to focus on employee success as well as business unit success
    * How the delivery of services affects employee productivity and morale
  • Skype for Business: Troubleshoot Voice and Video like a Ninja
    Skype for Business: Troubleshoot Voice and Video like a Ninja Richard Smith, Global Microsoft Alliance Director | Dave Bottomley, Senior Solutions Engineer May 24 2018 3:00 pm UTC 60 mins
    Quality of experience is key to a successful UC environment and Skype for Business is no different.In this session we will discuss keys to troubleshooting Voice and Video in a Skype for Business deployment, whether that is on-premises, hybrid or cloud.
  • Verto Audience Spotlight: Mobile Gamers
    Verto Audience Spotlight: Mobile Gamers Karmen Dykstra, Senior Analyst, Verto Analytics, Mary Sheehan, Head of Product Marketing, Verto Analytics, Karmen May 29 2018 7:00 pm UTC 30 mins
    Our new series, Audience Spotlight, provide a cross-device, consumer-centric view on a specific audience, with a deep dive into user demographics and rich behavioral metrics on an audience segment. This month, we focus on a high value audience - heavy users of games on PCs, tablets, and smartphones, whom we refer to as Heavy Gamers. Learn the ins and outs of this demographic and how Verto data can be used to gain a deeper understanding of your audience.

    In this 30 minute webinar, we’ll dig in to some of the most actionable data, including:

    Who are heavy gamers, which devices do they use, and what does a day in their digital life look like?
    The stickiest and top-ranking games and apps among this audience segment.
    What other types of digital content heavy gamers spend their time on.

    Sign up for our webinar today.
  • Box Basics: Sharing Made Easy (And Secure!)
    Box Basics: Sharing Made Easy (And Secure!) Jamie McGachy, Manager Box Education EMEA May 30 2018 1:00 pm UTC 75 mins
    In this highly interactive introductory-level session, you'll learn about the two main ways to share with Box, when to use them, and how to balance giving people the right amount of access with security concerns. Bring your questions for the optional 30 minute Q&A in the second half!
  • Is a Global Business Service Strategy the new ServiceNow Frontier?
    Is a Global Business Service Strategy the new ServiceNow Frontier? Ellen Daley, Ross Rexer, Grant Pulver, Meghan Lockwood May 30 2018 5:00 pm UTC 60 mins
    The Executive Corner: Strategies to accelerate your transformation to world-class Employee Services.

    - Find out how leading organizations are centralizing helping employees as they do customers, with a one-stop place to get all services from HR, finance, facilities, and more
    - Learn to recognize if your firm is ripe for leveraging ServiceNow to power your shared service initiative
    - Delight employees and free professional staff for more value-add activities
    - Drive Digital Transformation with lean and 6 Sigma underpinnings with ServiceNow
  • Can AI and chatbots really transform customer support?
    Can AI and chatbots really transform customer support? Stanley Yung, Chief Customer Experience Officer, Western Union May 30 2018 5:00 pm UTC 60 mins
    The most accessible way to leverage the explosion in artificial intelligence is chatbots. Big brands like Sephora and KLM have implemented them to streamline customer service and increase positive engagement. The Booking.com chatbot resolves half of the company's thousands of daily customer support questions in five minutes or less.

    Chatbots are changing the way companies and customers interact, as consumers grow more and more comfortable with messaging -- look at the two billion-plus conversations consumers have with companies via Facebook messenger every month.

    Find out how to create a powerful, engaging human-to-AI agent experience that customers expect -- as well as implement the seamless handoff to a human customer service agent when the issue turns out to be complex, with this VB Live event. You’ll dive right into the chatbot phenomenon, and leave with actionable ideas on implementing AI-powered customer support.

    Attend this webinar to learn:
    * The real truth about AI and customer service
    * How big brands are using AI and chatbots to resolve customer issues more quickly and effectively
    * How bots and humans can work together to optimize customer support
    * How to assess whether your organization is bot-ready

    Speakers:
    * Stanley Yung, Chief Customer Experience Officer, Western Union
    * Maribel Lopez, Founder, Lopez Group
    * Rachael Brownell, Moderator, VentureBeat

    Sponsored by Chatkit
  • Holy Trifecta of Global Content Success
    Holy Trifecta of Global Content Success Val Swisher May 30 2018 5:00 pm UTC 60 mins
    Technical communication professionals revolutionized the publishing world with the introduction of structured writing and intelligent content. By adopting innovative methods, approaches, and content standards, we were able to craft and deliver content to multiple channels quickly, often with reduced effort and cost. And, we’re not done yet.

    When technical content is required for global audiences, intelligent content alone is not enough to tackle the obstacles multilingual content introduces. Combining structured intelligent technical content, terminology management, and translation memory together can solve these challenges. We call this the Holy Trifecta of Intelligent Technical Content. When all three of these are leveraged together, we can produce consistent content that is on-brand, on-message, and easy to read in every language.

    In this session, attendees will learn:

    * A clear description of intelligent content, terminology management, and translation memory

    * An understanding of how they are interrelated and why they are important to technical communication projects

    * A game plan for coordinating all three in order to create intelligent content that works, all the time, on any device, in any language
  • AI-powered location: A step closer to the future?
    AI-powered location: A step closer to the future? Peter Frans Pauwels, Co-founder, TomTom Jun 5 2018 5:00 pm UTC 60 mins
    By leveraging the power of the cloud, artificial intelligence and machine learning, mapping devices are getting smarter over time, recognizing patterns and farming insight from contextualized data. And that means smart cities and data-based Location of Things navigation is becoming a reality.

    Cities can analyze and improve congested traffic. Freight companies with connected trucks can better manage logistics, optimize fleets, and track customer engagement. And cars will learn to make split-second decisions on our behalf, making the call on turning left or hitting the breaks when it recognizes a pedestrian is in the crosswalk.

    To find out more about how cloud-based, AI-powered location technology is creating the highly accurate and always up-to-date maps that can revolutionize everything from autonomous cars to connected cities, don’t miss this VB Live event!

    In this webinar you'll learn:

    * How to leverage the power of the cloud, AI, and machine learning across devices by contextualizing location data in real time
    * Understand the role of location-based data mapping in the "Location of Things"
    * The application of data-enriched mapping to industries like retail and automotive
    * How "Location of Things" powered by geographical data can be used to connect autonomous driving, smart mobility, and smarter cities

    Speakers:
    * Chris Pendleton, Principal PM, Azure Maps
    * Peter Frans Pauwels, Co-founder, TomTom
    * Rachael Brownell, Moderator, VentureBeat

    Sponsored by TomTom
  • The Pursuit of Service and Support Excellence: A Roundtable with 2018 Honorees
    The Pursuit of Service and Support Excellence: A Roundtable with 2018 Honorees Rob Allen, Kelly McLaughlin, Brittany Muxlow, Kristin Luebke, and Leslie Cook (moderator) Jun 6 2018 6:00 pm UTC 60 mins
    HDI's industry awards acknowledge and celebrate professional achievement. Our internationally recognized awards provide the industry's finest with a sense of pride and accomplishment, while earning them trust and credibility from employers and customers.

    * The HDI Analyst of the Year Award recognizes the support industry's top front-line service and support professionals who possess the knowledge and skills required to provide quality service and support for internal or external customers.

    * The HDI Desktop Support Technician of the Year Award recognizes desktop support professionals who demonstrate extraordinary commitment, dedication, technical aptitude, and service to customers while consistently exceeding performance objectives.

    * The HDI Local Chapter Officer of the Year Award honors a hard-working volunteer leader from the HDI local chapter community.

    * The HDI Manager of the Year Award recognizes prominent professionals who most clearly demonstrate the ability to serve and advance information technology within their organizations.

    Attend this webinar to hear the panel of award winners discuss their achievements and to learn more about HDI's industry award program.
  • The Pursuit of Service and Support Excellence: A Case Study from Optum, Inc.
    The Pursuit of Service and Support Excellence: A Case Study from Optum, Inc. Michael Hanson and Leslie Cook (moderator) Jun 7 2018 6:00 pm UTC 60 mins
    HDI's industry awards acknowledge and celebrate professional achievement. Our internationally recognized awards provide the industry's finest with a sense of pride and accomplishment, while earning them trust and credibility from employers and customers.

    * The HDI Team Excellence Award recognizes technical service and support teams that have most enhanced the image of the profession by setting and achieving the highest standards of excellence in customer support.

    Attend this webinar to hear Optum Inc. share their story and to learn more about HDI's industry award program.
  • Data residency in a global business: How to comply without hurting productivity
    Data residency in a global business: How to comply without hurting productivity Crispen Maung VP, Compliance, Box & Anna Min Product Manager, Box Jun 12 2018 2:00 pm UTC 75 mins
    Global compliance with data residency is a huge concern for businesses whose customers, employees and operations span the globe. As new regulations like GDPR come online, there are a lot of misconceptions out there about the actual requirements for data residency and how to comply.

    Join Crispen Maung, VP of Compliance at Box, and Anna Min, Product Manager at Box, as they look at the hard reality of complying with data residency and privacy rules.

    You'll also be introduced to Box Zones, our new multizone solution that effectively addresses data residency obligations across different jurisdictions. Box Zones designates content location per employee while you retain control, managing your entire enterprise from a single admin console. Best of all, this never impacts end-user experience– they can seamlessly collaborate across zones, while the content they own remains stored in their designated region.

    Here's what you'll learn:
    - The real requirements of data residency and data privacy (versus perception)
    - How the new Box Zones can support multizone functionality
    - How Box Zones can address data residency and privacy without hurting productivity
  • Using a Continuous Cycle of Improvement to Drive Engagement
    Using a Continuous Cycle of Improvement to Drive Engagement Dan Hale, Managing Director Customer Care, Best Western Jun 12 2018 6:00 pm UTC 60 mins
    Don’t miss this CCNG member webinar as we discover how Best Western Hotels and Resorts’ Contact Center used a continuous cycle of improvement to drive employee engagement 20% higher. You’ll hear Best Western’s step by step process and be provided with specific examples of how it worked in their contact center.
  • How AgFirst Delivers Compliance with DPA
    How AgFirst Delivers Compliance with DPA Kevin Backus, Chris Miller Jun 13 2018 3:00 pm UTC 45 mins
    Are your processes compliant by design? Watch this recorded webinar hosted by AgFirst, the largest agricultural lending organization in the United States.

    Watch now or block some time later today to hear Kevin Backus and Chris Miller explain how they use Bizagi to design and automate critical processes with compliance in mind.

    You’ll learn how automated workflows redefined their operations by:

    -Using processes as a common language for companywide transparency
    -Easily staying compliant by adopting a compliance-first approach
    -Creating agile processes for reacting to changing compliance requirements
  • The Future of the IT Support Center
    The Future of the IT Support Center David Hayman and Roy Atkinson (moderator) Jun 19 2018 5:00 pm UTC 60 mins
    Technology is changing at a faster pace than ever and will continue to accelerate. Support centers (helpdesks or service desks) not only need to keep up with the technologies of their customers or users but also the technology within the support center itself.

    The customers and end users seeking support will be increasingly mobile, more likely to be using their own devices and applications, and more tech-savvy than in the past. Support centers will be handling fewer easy, “one and done” contacts, and will need increasingly sophisticated knowledge and tools to maintain their organization’s workforce.

    You will learn about:
    * How new technologies both impact and enable the service and support center’s role
    * How to think about the coming innovations in automation and artificial intelligence


    Who Should Attend:
    * New and established service and support leaders
    * Anyone wishing to learn more about how the world of support will change over the next few years
  • Learning Together: Motion Infographics
    Learning Together: Motion Infographics Barry Saiff, Saiff Solutions Jun 20 2018 5:00 pm UTC 60 mins
    In 2018, the pace of life and business is quick. Attention spans are short. Technical communicators need to catch up. Long text passages, with occasional graphics, don't always reach a large part of our audiences.

    How can we create snappy visuals that enable people to learn what they need to learn quickly and painlessly?

    How do we simplify complex concepts, with far less words, and content that is truly engaging?

    Motion infographics combine the best elements of minimalism, instructional design, and information architecture to produce content that people love.

    Join The Content Wrangler and Saiff Solutions for a discussion about infographics and their usefulness. We'll examine some examples of effective motion infographics, and hear from the creator of one of them.

    By attending this webinar, you'll learn:

    • What is so great about motion infographics?
    • What does it take to produce effective, engaging visual content?
    • What are the challenges?
    • How do I get started?
  • How to Empower Agents to Deliver an Effortless Customer Experience
    How to Empower Agents to Deliver an Effortless Customer Experience Fancy Mills, Annette Miesbach, Erica Marios (moderator) Jun 20 2018 6:00 pm UTC 60 mins
    Are your agents empowered to deliver outstanding service, or are they forced to navigate disjointed tools, and bound by policies or KPIs that ultimately result in frustrated customers? Agent empowerment is a critical component of the effortless customer experience, yet according to ICMI research, 74% of contact centers admit they prevent their agents from providing the best service possible. How can we change this? Join us on June 20th for an eye-opening discussion that will arm you with practical advice you can use to make positive changes in your contact center.

    * Why agent empowerment is prerequisite for a seamless omnichannel customer experience
    * Where to look for disconnects between the service contact centers provide, and the service customers expect
    * How to recognize and remove common barriers preventing agent empowerment

    Join us for an interactive and informative hour, complete with live audience Q&A.
  • Best of Box World Tour Europe 2018 - The Future of Work Together
    Best of Box World Tour Europe 2018 - The Future of Work Together Anthony Tate, EMEA Product Marketing at Box Jul 10 2018 2:00 pm UTC 75 mins
    Catch the latest and greatest highlights from Box World Tour 2018

    Hear from our head of EMEA Product Marketing at Box, Anthony Tate.

    Let's shape the future of work together!