Hi [[ session.user.profile.firstName ]]

Customer Experience

  • Prognosis for UC Deminar (February)
    Prognosis for UC Deminar (February) Chuck Geisler, Senior Solutions Engineer Feb 20 2018 4:00 pm UTC 45 mins
    Join our monthly live demo webinar, hosted by an IR Solutions Engineer with live Q&A.
  • Getting Ready for Next-Generation Commerce
    Getting Ready for Next-Generation Commerce Jill Finger Gibson, Digital Clarity Group & Nate Barad, Sitecore Feb 20 2018 6:00 pm UTC 60 mins
    Next-generation commerce is more than just the purchase transaction. And it delivers a seamless experience across channels, even IoT devices. Most important, it focuses on continuing the customer conversation throughout the end-to-end experience. Join this session and learn how to manage people, processes, and technologies for next-generation commerce.
  • Why Agility Dictates the Success or Failure of Digital Transformation
    Why Agility Dictates the Success or Failure of Digital Transformation Rob Koplowitz, Gustavo Gomez, Rui Dinis Feb 20 2018 6:00 pm UTC 60 mins
    Gain practical insights from experts on the critical role of agility in digital transformation. In this session, we will discuss how conservative and low risk cultures can be quickly replacing agile methodologies and rapid experimentation.

    But how? Join us hear from a seasoned panel of Digital Agility experts including Rob Koplowitz (Forrester Research - Principal Analyst), Gustavo Gomez (Bizagi - CEO), Rui Dinis (Director of Finance and Administration – Manpower) as we answer questions including:

    •Where should change come from, top down or the ground up?
    •What are the biggest barriers to building agile momentum
    •What results have agile solutions delivered for Manpower Group?

    Who should attend: Digital Technology leaders, Application Development Leaders, IT, Business and Process professionals
  • Agility vs Regulatory Compliance: Why You Need Both
    Agility vs Regulatory Compliance: Why You Need Both Marianne Stouten, Marco Van Pijkeren Feb 20 2018 8:00 pm UTC 45 mins
    For Digital and operational leaders, there’s a tension between the demand for agility and the pressure to maintain compliance with global regulations. How can you reconcile these competing corporate goals?

    Learn from the experience of Cofco International for practical advice on:

    - The critical role of agility in global digital operations
    - Why digital agility is essential to regulatory compliance
    - How to create digital solutions fast in an agile culture

    Who should attend? Digital Technology leaders, Application Development Leaders, IT, Business and Process Professionals.
  • How Digital Process Management Enables Business Agility
    How Digital Process Management Enables Business Agility Alan Zimmerman, Mike May Feb 20 2018 9:00 pm UTC 45 mins
    Discover how creating an agile culture enables you not only to deliver digital solutions fast, but also to make sure that they return results – including huge financial savings and complete project payback in 2 months or less

    Join this webinar hosted by Bizagi Customer Travelport, a travel commerce platform connecting the world’s leading B2B travel providers with pioneering B2B payment solutions. We’ll discuss how agility has radically redefined the way Travelport operates by:

    - Creating a culture of collaboration and experimentation
    - Shining a light on the simplification of critical processes
    - Delivering rapid results that demonstrate digital transformation

    Who should attend: Digital Technology Leaders, Application Development Leaders, IT, Business and Process Professionals.
  • 5 Best Practices for App Adoption and Engagement
    5 Best Practices for App Adoption and Engagement Dustin Amrheim, VP Professional Services & Mobile, Pendo & Adam Covati, Sr. Director, Product Management, Bandwidth Feb 21 2018 7:00 pm UTC 60 mins
    5 Best Practices for Highly Effective Mobile App Adoption and User Engagement
    How does your app stack up? Mobile product teams are challenged to drive app adoption and usage in an environment where most apps don’t last past the first use. Successful mobile teams don’t just drive one-way outreach in their app, they close the loop with customers - offering deep engagement and communication throughout the user journey.

    Why this webinar is worth your 60 minutes:

    * You’ll learn new tactics for user engagement that you can use inside and outside of your app
    * You’ll know how your users want to be contacted and surveyed
    * You’ll see how app owners and product managers can marry customer experience with app engagement
    * You’ll take actionable feedback that you can use immediately, no matter what kind of app you manage
  • UC Optimization for Pros
    UC Optimization for Pros Tim Poindexter, VP Marketing | Dave Bottomley, Senior Solutions Engineer Feb 22 2018 4:00 pm UTC 60 mins
    In today’s business world, communication matters more than ever. People want to communicate in new ways everyday: more channels, more devices, more flexibility. But these demands rely on a new generation of technology, operating in real-time. What happens if the technology isn’t reliable? Digital services to customers are unreachable. Phones stop working. Video conferences crash.

    A small outage can have a big impact. Businesses need to react quickly and get to the root cause to find a solution. They need to ensure their UC is reliable, and optimized.

    Unified communications are the arteries and veins of your organization and its connection to the outside world. Internally, you can’t function properly when there are problems. Externally, you’re paralyzed when there’s an outage. Unified communications keep the heart of the organization pumping.

    Without effective communications and collaboration capabilities, employees are at a competitive disadvantage with slower product development and decision making overall. Reliable communications and collaboration infrastructure that helps employees work efficiently enables your organization to breathe.
  • Quantifiable Benefits of a Global Approach to Digital Experience
    Quantifiable Benefits of a Global Approach to Digital Experience Sarah Musto, Senior Consultant, Total Economic Impact, Forrester Consulting; Andrew Thomas, SDL; Arjen van den Akker, SDL Feb 22 2018 4:00 pm UTC 60 mins
    Discover the Total Economic Impact™ of a Global Content Operating Model

    Do your content teams still update websites and translations using copy/paste? Are you stuck with disjointed processes that slow down translation project delivery and global time to market? Do you present an inconsistent brand voice and identity across your digital channels?

    There is a better way. Join experts from SDL and our guest speaker from Forrester Consulting on this webinar.

    We will share the results of a study conducted by Forrester Consulting*, which uncovers the return on investment, cost savings and business benefits of implementing a global content operating model. You will learn:

    • The key elements of this model.
    • The quantifiable benefits that can be achieved.
    • How SDL Tridion DX and SDL Language solutions support this approach to content.

    *The Total Economic Impact™ Of SDL Tridion DX Content Management And Language Technology & Services, a January 2018 commissioned study conducted by Forrester Consulting on behalf of SDL.
  • The ServiceNow Kingston Update: Machine Learning, AI, UX, Oh My!
    The ServiceNow Kingston Update: Machine Learning, AI, UX, Oh My! Marci Parker, Garrison Ball, Meghan Lockwood Feb 22 2018 6:00 pm UTC 60 mins
    With the ServiceNow’s new Kingston release, fans will not only get new functionality for a richer user experience but enjoy important strides in perhaps the most anticipated areas area of the day: machine learning and automation.Every release brings us more expansion across the ServiceNow Platform, and Kingston is no exception, adding new features and functionality including advances in the ServiceNow Platform, CSM, HR Service Delivery, ITOM, ITBM, Performance Analytics, Security Operations, GRC, and, of course, IT Service Management (including Software Asset Management). Taken in context, these new capabilities make a strong case that ServiceNow is setting itself up to act as the technology backbone for modern organizations (so keep an eye out for future platform plays!).
  • How to Make the Most of Your CX Metrics Using the Voice of the Customer
    How to Make the Most of Your CX Metrics Using the Voice of the Customer Amber Krueger, Nick Stenberg, Sid Banerjee, and Erica Marois (moderator) Feb 22 2018 6:00 pm UTC 60 mins
    Dashboards, reports, KPIs, and metrics are all part of life in the contact center. The challenge: putting all that data in context to use it effectively. Does your team struggle to measure or improve the customer experience consistently? If so, you’re not alone. According to a 2017 ICMI survey, it’s one of the top ten challenges for contact center leaders.

    Join us on February 22 as we help you identify ways to understand the most complex customer feedback in an organized and comprehensive manner. We’ll also show you how to use the power of text analytics to put your metrics in the right context, and how to deliver those valuable insights to key decision makers across your company.

    In this webinar, you will learn:
    * How to use the data you already have to identify actionable areas for improvement
    * How to refine your dashboards and measure what really matters to customers
    * How to better analyze, measure, and correlate your customer data

    Join us for an interactive and informative hour, complete with live audience Q&A.
  • 2018 State of Cross-Device Digital Shopping
    2018 State of Cross-Device Digital Shopping Mary Sheehan, Global Director of Product Marketing at Verto Analytics, Aaron Schwartz, Senior Data Analyst at Verto Analytics Feb 22 2018 8:00 pm UTC 60 mins
    Browse, Click, Buy: Shopping across screens in 2018

    More than 96% of all American adults engage with an e-commerce property at least once a month.* Consumers use a variety of devices to research, shop, and complete their purchases. To understand today’s digital shopper, it’s imperative to look at the full funnel view, the path before and after purchase, on multiple screens.

    In this live webinar, we’ll look at real-world examples from consumers across devices on top shopping platforms. Also, learn how you can reach and engage the right audience at the right time. We’ll discuss:

    - What does the shopper funnel view look like? See which properties are visited most before or after shopping, including day-in-the-life and week-in-the-life views of key demographics.

    - Who is the online shopper? How often do different demographics shop, how much time do they spend shopping, and when do they shop? How are online shopping behaviors different depending on demographics?

    - How do consumers behave differently with different shopping platforms? Understand how Macy's, Groupon, Wish, Target, Google, and Amazon consumers interact when they’re shopping.

    - How does multitasking play a part in shopping? Understand the other apps consumers are using while shopping, which may influence their purchase decision.

    Learn how Verto Analytics uses single-source panel data to provide the latest in digital shopping analysis. Register today.

    * Source: Verto Analytics data from December 2017.
  • MT Use Case #1: Secure Communication and Collaboration
    MT Use Case #1: Secure Communication and Collaboration Kirti Vashee, Language Technology Evangelist, SDL and Randy Endemann, Business Development Director, SDL Feb 27 2018 4:00 pm UTC 60 mins
    Join us for a live webinar where we will discuss how clients can integrate MT into core business applications, while protecting information privacy and security. We'll also explore real use cases that help clients gain value from Enterprise MT that can be customized for an organization’s application and mission.
  • Revamped Commerce Platform Accelerates Marketing
    Revamped Commerce Platform Accelerates Marketing Jamie Saunders, Neenah Paper & Andrew Crowder, RDA Feb 27 2018 6:00 pm UTC 60 mins
    Neenah, a premium paper and packaging manufacturer, consolidated its various brands and e-commerce sites onto Sitecore Commerce. In this session, they’ll share how the move enabled them to create a better customer experience while improving efficiencies of their internal processes, helping their marketing department rapidly launch new sites, run tailored promotions, and control everything from one simple platform.
  • Service Portal 360 – Bridging the gap in your IT Service Delivery
    Service Portal 360 – Bridging the gap in your IT Service Delivery Ravi Kumar, Principal Consultant; Mohamed Shoaib, ServiceNow Developer Feb 27 2018 6:00 pm UTC 60 mins
    Designing and developing a user-friendly Service Portal or Self-service portal tops the to-do charts of any IT Service Management leader. But enabling the end-user to use the service portal effectively is a herculean task and that’s where most organizations fail. In this knowledge session, our ServiceNow experts will demonstrate how to build an easy-to-use service portal and achieve your organization’s IT Service Management goals.

    Key topics covered in the session include:
    - Evolution of IT Service Delivery: From simple service request forms to brand/face of IT
    - Key strategies to adopt while building your Service Portal
    - Case analysis: Role of service portal in successful IT Service Delivery
    - Demo: Service Portal creation without coding
    - Q & A
  • Coming Together for Build Exceptional Products
    Coming Together for Build Exceptional Products Annie Dunham, Director of Product Management at ProductPlan, and Kelsey Hughes, UX Designer at Pendo Feb 28 2018 7:00 pm UTC 60 mins
    Product Management & UX can be a harmonious super-team, or they can be mired in overlap and conflict. Guess which approach leads to more successful products? The most effective teams embrace overlap and focus on delivering an exceptional product experience for their customers. Together, Product Managers and UX/UI Designers turn unique market insight into tangible products that have the power to surprise and delight customers. Product teams which master the craft of user experience tend to win big by creating end-to-end product experiences that attract, delight and retain their users.

    Please join us as we sit down with Annie Dunham, Director of Product Management at ProductPlan, and Kelsey Hughes, UX Designer at Pendo, to share how they inspire user experience in their respective roles.

    We’ll show you how ProductPlan and Pendo deliver excellent experiences with smart, efficient, and beautiful products and give you the chance to ask questions and join the discussion.
  • Shift happens: Trends and best practices in B2B commerce
    Shift happens: Trends and best practices in B2B commerce Justin King, eCommerceandB2B Mar 6 2018 6:00 pm UTC 60 mins
    B2B eCommerce is getting bigger, more competitive and more accountable to customer demands. How your customers buy is changing, how your competitors sell is changing. And yet, there is a reason customers buy from you today that will allow you to compete online and offline. In this keynote, you will learn about the trends in Digital and eCommerce as related to distributors and manufacturers, and learn a practical framework you can immediately integrate into your business.
  • How to Reuse Structured Content with DITA
    How to Reuse Structured Content with DITA Gosia Radymiak Mar 8 2018 6:00 pm UTC 60 mins
    Reusing content can be beneficial, but complicated to manage without proper guidelines. You can reuse content on many levels and apply different methods, from conditional filtering on entire maps to variable phrases for single words.

    Join The Content Wrangler, and our special guest, Gosia Radymiak, Customer Success Manager at Jorsek LLC, the makers of easyDITA, for this free, one-hour webinar. In this webinar, attendees will learn how to 1) review reuse mechanisms available in DITA; 2) learn about reuse best practices, including content organization and localization do’s and don'ts; 3) learn how to create a reuse strategy suitable for your content; and finally, 4) to get links to useful resources about DITA and reuse, including articles and training.
  • Putting NPS to Work - 5 Ways to Get the Most Out Of Your Net Promoter Programs
    Putting NPS to Work - 5 Ways to Get the Most Out Of Your Net Promoter Programs DanLarsen, Sr. Product Manager, Henry Schein Mar 8 2018 7:00 pm UTC 60 mins
    You’ve setup your survey, you’ve segmented your customers, and you’re ready to start collecting NPS responses. Congratulations! Now what are you going to do with your score? You’re not alone if you’re not sure. NPS is becoming an increasingly popular metric, but it’s not always clear how product teams can take NPS feedback and make it actionable in their products.

    Henry Schein faced similar questions when rolling out NPS for their dental practice software. Dan Larsen, Sr. Product Manager, shares how they rolled out NPS to their customers, the lessons learned along the way, how and they built a tight feedback loop both inside and outside the company to ensure that customer input is captured, and leveraged directly to improve their product experience.
  • Enabling Content in Chatbots and AI: Part II — The Microcontent Solution
    Enabling Content in Chatbots and AI: Part II — The Microcontent Solution Steve Manning Mar 13 2018 3:00 pm UTC 60 mins
    On December 12, 2017, Steve Manning presented a discussion on how new technology will change the way we approach content. The addition of Bots, voice-enabled interfaces, and Artificial Intelligence means we must change the way we structure content. We are moving from a broadcast style of communication – publish and hope for the best – to a more conversational style of communication. More question and answer.

    This imposes requirements on the content models you need to create if you want to talk to the Bots. We must be more granular in our models. We need to implement Microcontent.

    In Part II of this series, Steve will go a little deeper. He will discuss the language of bots/AI: intents, attributes, and assets. Then he’ll relate that to how the granularity you design into your models, the semantic labels you apply to elements, and the taxonomy you capture in creation can make or break your ability to publish DITA content to the new technologies. The session will include real-world scenarios that rely on a microcontent strategy.
  • Connecting the next big thing
    Connecting the next big thing Vasiliy Fomichev, XCentium Mar 13 2018 6:00 pm UTC 60 mins
    The future of commerce is connected. Come discover how to get ahead of the curve and prep for the future of digital Machine Learning, digital personal assistant, chatbots, headless – all emerging topics that we from a business POV have to consider to shape the next gen commerce experience.
  • The AI use cases that keep you competitive
    The AI use cases that keep you competitive Matthias Keller, Kayak Mar 14 2018 5:00 pm UTC 60 mins
    The hype surrounding AI has reached a fever pitch, but practical uses that are delivering concrete, practical business results are here, and it’s time to get real.

    From taking over the routine requests for customer service agents, reducing costs, speeding up service, and boosting customer satisfaction, to reliably helping marketers deliver what a customer wants, when they want it and where, AI is popping up everywhere, and companies need to figure out where they stand, fast, to stay competitive.

    Join this VB Live event, hosted by Forrester Senior Analyst Brandon Purcell and Kayak Chief Scientist Matthias Keller to learn more about how to identify the AI use cases that can transform your business, and how to get started, stat.

    You’ll learn:
    * What technologies fall under the AI umbrella
    * How companies like Kayak use AI to understand customers and personalize experiences
    * How to identify the right AI use case for your business
    * Common challenges firms face when implementing AI
    * Why AI’s time in the sun has finally come, and why it’s here to stay

    Speakers:
    * Brandon Purcell, Senior Analyst, Forrester
    * Matthias Keller, Chief Scientist, Kayak
    * Rachael Brownell, Moderator, VentureBeat

    More speakers to come
  • Office 365 As A Content Services Hub? Seriously!
    Office 365 As A Content Services Hub? Seriously! Steffen Frederiksen Mar 15 2018 3:00 pm UTC 60 mins
    Do you have Office 365 in your organization? You may not realize it, but you already have the perfect solution for delivering the right information to the right people, at the right time, in the right format and language – and on the device of their choosing.

    Most content services hubs are expensive and complicated. Office 365 is an affordable, cloud-based, scalable platform that allows you to build content for a future of AI, machine-learning, chatbots, and machine-to-machine communication. It enables everyone, whether experienced in content architectures like DITA and XML or not, to use Microsoft Word and other familiar tools to create and share content in real time. Gartner recognized Microsoft as a leader in the Content Management Platform Magic Quadrant in 2017. Find out why!

    Join The Content Wrangler and our special guest, Steffen Frederiksen, for this free, one-hour webinar, and learn exactly why and how Office 365 is a great platform for authoring, managing, and delivering the content of the future. Attendees will also learn the benefits that come with using it, as well as be taken through a specific use case in financial services.

    ABOUT STEFFEN FREDERIKSEN

    Since 1989, Steffen Frederiksen has been working with the creation, management, and distribution of structured, reusable business content. This work includes methods, software tools, training workshops and CMS solutions. He has managed the training of more than 200,000 writers around the globe, primarily in the financial services, pharma, and other regulated industries.

    While working for Information Mapping, Steffen developed the concept of “object-oriented information” as well as the MOM (Mapping Object Model) XML DTDs – some of the foundation of the DITA standard. With the objective of bringing the power of structured content to everyone, he founded DitaExchange in 2001 and developed its Dx4 software, which combines the DITA standard, Microsoft SharePoint and Microsoft Office.
  • Transforming Customer Service with ServiceNow: A Midwest Lunch & Learn
    Transforming Customer Service with ServiceNow: A Midwest Lunch & Learn Adam Mason, Jerry Sweeney, Ravi Kaipa and Meghan Lockwood Mar 20 2018 5:00 pm UTC 60 mins
    Today, modern, Customer Support teams use thoughtful, intuitive technology to solve customer issues at light speed. In some cases, they have even transformed from a cost center to a juiced up revenue producer.
    In our March Lunch and Learn our Customer Service experts will show how to do just that, with real-world examples from companies winning Customer Service right now, and a live demo.
  • Envisioning the future of omnichannel commerce
    Envisioning the future of omnichannel commerce Brendan Witcher, Forrester Mar 20 2018 6:00 pm UTC 60 mins
    “Omnichannel” is not a new concept, but B2C, B2B, and even B2B2C companies still struggle to grasp how to evolve from a multichannel approach to an omnichannel one. This webinar helps digital business professionals understand the four critical areas for winning and retaining business from today’s consumer—regardless of their channel.
  • Why your customers are your best marketers
    Why your customers are your best marketers Todd Revolt, Stackla Mar 27 2018 4:00 pm UTC 60 mins
    Are you trying to reach a wider audience, strengthen consumer trust in your product(s), lower costs and increase sales at the same time? If so, user-generated content (UGC) is your golden ticket. With 2.5 billion pieces of visual content created by consumers every day, more and more marketers are turning to UGC to tell their story. UGC is the most authentic, relevant and influential content marketers can get their hands on, and there is a wealth of it just waiting for you to tap into. In this webinar, you will learn how you can leverage UGC from Stackla with your Sitecore Experience Cloud to truly personalize every visitor’s experience with relatable and engaging user-generated content.