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Customer Experience

  • Prognosis for UC Live Demo [September 2018]
    Prognosis for UC Live Demo [September 2018] Chuck Geisler, Senior Solutions Engineer Recorded: Sep 19 2018 37 mins
    Join us for a live demo of Prognosis for UC capabilities. This session will take a particular focus on Cisco and mutli-vendor use-cases.
  • Architecting an Instinctive Enterprise
    Architecting an Instinctive Enterprise James Luxford, Vice President, Digital Solutions, Genpact and Vikram Mahidhar, SVP AI Solutions, Genpact Recorded: Sep 19 2018 53 mins
    Digital businesses that connect, predict, and adapt in real time are what we call Instinctive Enterprises – firms that are mimicking the laws of nature to thrive in our fast-changing world. The key to this transformation in business is using a digital platform to quickly define, pilot, and scale new ideas and reshape business models.

    Using our deep business operations and digital expertise, we’ve identified 10 factors to successfully making this transition to becoming instinctive. Enterprise architects are using these factors to “design for reuse” and create the building blocks for successful transformation.

    Join Genpact to learn how enterprise architects are:

    · Automating business processes from the front to the back office

    · Piloting and phasing machine learning and AI rapidly

    · Implementing change with little to no operational disruption
  • WAN Economics: The Business of Disrupting Your WAN
    WAN Economics: The Business of Disrupting Your WAN John Burke, CIO and Principal Research Analyst, Nemertes Research Recorded: Sep 19 2018 59 mins
    Digital Transformation initiatives often hinge on providing new and exciting services to staff or to customers across the WAN and the Internet. Engineering a WAN for continuous and more rapid change is key to enabling ongoing transformational efforts. And yet, for most companies, the WAN is among the pieces of the infrastructure hardest to change, both for technological reasons and due to the constraints on link provisioning by carriers.

    This webinar will focus on how SD-WAN provides the WAN that Digital Transformation efforts require, through its combination of centralized policy management, automation, zero-touch provisioning, and the ability to work with many links across differing media from different providers.

    Moreover, all of this puts renewed focus on choice of platform and on the economics of wide-area networking: How much does it cost to connect a site to a WAN? What technologies are easiest, fastest, best performing? Which vendors provide the best technology, service, and value?

    The webinar will also debut data from the Nemertes 2018-19 WAN Economics Research Study, including MPLS, Ethernet, wavelength, and Internet service costs; enterprise users’ ratings of their connectivity providers and data on their ability to deliver, and deliver on time; and a peek at the updated Nemertes Enterprise SD-WAN cost model.
  • Improve Translation Quality Assurance by Leveraging Structured Content
    Improve Translation Quality Assurance by Leveraging Structured Content Karla Haynes, Localization Manager, Edwards Lifesciences, Nigel Lock, Senior Solutions Consultant, SDL Recorded: Sep 19 2018 46 mins
    Many global companies spend hours validating translated content once it has been returned from the translation supplier. Using a Component Content Management System (CCMS) brings many benefits to an organization, but one you may not have considered is how it can save you time validating critical information in translated text.

    Join this session with Karla Haynes, Edwards Lifesciences and Nigel Lock, SDL to learn:
    • How using a CCMS leveraging structured DITA content can help you move from a human proofreading process to an automated QC process.
    • Key factors for success with translation in a DITA environment.

    For more information about SDL Tridion Docs please visit: https://www.sdl.com/software-and-services/tridion-dx/tridion-docs.html
  • Eggplant A&D Webinar Series 2: Applying Automation Intelligence
    Eggplant A&D Webinar Series 2: Applying Automation Intelligence Tim Haythorne and Pritesh Modi Recorded: Sep 19 2018 44 mins
    Eggplant's Aerospace and Defence webinar series returns to explain how leveraging it's DAI solution can ensure software QA teams move away from simple code compliance, and into ensuring operator safety.

    Join our webinar to learn about the specific challenges when testing in Defense and Aerospace, and how Eggplant can consistently enable successful mission outcomes.
  • Cloud Content Management to power the modern digital workplace
    Cloud Content Management to power the modern digital workplace Thomas McErlean, Box and Tarek Abdel Hakem, IBM Recorded: Sep 19 2018 60 mins
    Digital transformation is driving organizations to rethink the way they work. Businesses are under intense pressure to do more with all the content that's the lifeblood of the business. Leveraging technology such as AI & machine learning, which can process unstructured data, allows you to make more informed business decisions whilst driving productivity. Coupled with intelligent workflows, business processes can be streamlined, allowing you to get products to market quicker and ultimately better serve your customers.

    Join us to Discover:

    - How to create value with intelligent and secure content management as a pillar of your digital transformation strategy.

    - How Box integrates with best of breed applications such as Salesforce and Docusign (+more) to increase team productivity

    - How IBM Watson and Box are teaming up to bring intelligence to enterprise content through key insights delivered by Box Skills.

    - Demo covering how Box increases productivity in the Office 365 environment, Box governance and skills capabilities.
  • Bridging the human and digital divide in banking
    Bridging the human and digital divide in banking Amit Bhaskar, Global Practice Leader│Raja Bose, Transformation Services Leader | Michelle Palomera,Customer Experience Leader Recorded: Sep 18 2018 49 mins
    Customer expectations around banking are changing at an unprecedented scale. At the same time, advances in digital technologies offer significant opportunities to shape and fulfill these evolving expectations. A recent Genpact survey of 6,000+ consumers across the US, UK, and Australia reveals powerful new insights in this realm. As banks become increasingly digital – success requires seamless integration between the front, middle, and back offices. Join us on this webinar as we share our findings and provide examples of how to deliver and measure a consistent, high-quality experience across channels to create engaged, loyal customers.

    In this webinar, we will offer practical takeaways on how to:
    •Leverage journey-driven transformation to connect front to back office to optimize the end-end user experience
    •Humanize the digital experience to offer the best of both human and machine interaction
    •Use data and insights to deliver customer intimacy through personalized service
    •Measure your CX initiatives for continuous improvement
  • The Latest Product News from Box
    The Latest Product News from Box Murl Smith Box Education, Box & Yasamin Yousefi Senior Product Marketing Manager, Box Recorded: Sep 14 2018 58 mins
    Digital transformation is changing the way we work. And our vision for Cloud Content Management delivers on the true promise of the digital workplace — faster innovation, better collaboration, more productivity.

    Watch this webinar to learn about all the latest news from Box — including big product announcements from BoxWorks in San Francisco:

    - Box Feed — powered by machine learning, Box Feed surfaces the content that matters most so you never skip a beat
    - G Suite — users can now create, edit and manage G Suite files directly within Box
    - Box Zones — multizone support to meet new data residency regulations like GDPR
  • The Triangle of Product Knowledge: Connecting the Dots with Digital Experience
    The Triangle of Product Knowledge: Connecting the Dots with Digital Experience Joe Gelb Recorded: Sep 13 2018 62 mins
    In most companies, the majority of knowledge around your product falls into one of three categories: technical documentation, knowledge articles, and community discussions. Each type of knowledge, authored and managed by different stakeholders, has an essential role in bringing a varied perspective serving the cycle of evaluating, purchasing, using, troubleshooting, and maintaining your product, all of which contribute to overall customer success.

    Join Scott Abel, The Content Wrangler, and his special guest, Joe Gelb, Founder and President of Zoomin Software for this free one-hour webinar on the Triangle of Product Knowledge.

    Documentation represents the formal, curated, long-tail knowledge backed by product management and engineering. Knowledge articles and FAQs represent the focused in-the-trenches know-how compiled by your support and service organization garnered from real-life use. Community discussions represent crowd-sourced knowledge from power users inside and outside of your company.

    In this webinar, Joe will examine trends towards connecting these varied forms of content into a unified digital experience, helping your company drive up the value of your content, with the ultimate goal of achieving higher customer satisfaction.
  • The Future is Now: Neuroscience, Chatbots, Voice, and Microcontent
    The Future is Now: Neuroscience, Chatbots, Voice, and Microcontent Barry Saiff and Rob Hanna Recorded: Sep 13 2018 62 mins
    If you're like many of us in tech pubs, your company has already dipped their toes into the rapidly developing field of chatbots and voice. Or perhaps your company is already waist-deep in it and they've tasked you with creating new content on a new system procured specifically for chatbots. Or worse, they've begun hiring a new class of writer, called the UX writer, to develop chatbot content in some other department that copies and pastes content from your technical manuals into chatbot databases. Or perhaps none of this is happening yet, but you want to get ahead of the curve.

    Now what if we told you that you can source chatbot and voice content directly from your structured technical content? What if we told you that rewriting and restructuring your content for chatbots could make your content far more accessible for users in your traditional content delivery channels? What if we could show you that this evolution in structured writing was simply a continuation of our journey down the path to developing structured content for DITA and other topic-based architectures?

    Join host, Scott Abel, The Content Wrangler, and his special guests Rob Hanna, President of Precision Content Authoring Services, and Barry Saiff, Founder and CEO of Saiff Solutions, as we introduce the concept of microcontent as a core component of structured topics.

    Attendees will learn how industry trends point to the emergence of smaller, more precise, componentized content, why writing and classifying content based on user intent matters, how topic structures can support microcontent within topics, and how microcontent is published and consumed by emerging technologies
  • Embrace Digital Disruption at Clydesdale & Yorkshire Bank
    Embrace Digital Disruption at Clydesdale & Yorkshire Bank Madeleine Linden, Senior Manager, Research and Root Cause Analysis at CYBG | Laura Wasson, Research Manager at CYBG Recorded: Sep 13 2018 52 mins
    Listen to CYBG how they are finding new ways to listen to the voice of the customer, accelerate change, and improve their customer experience at every touch-point. And by doing so, engage a much younger audience, millenials and generation Z. A stellar example of digital transformation and a success story how banking of the future looks like.
  • Learn How to Deliver Agility with RPA and Bizagi
    Learn How to Deliver Agility with RPA and Bizagi Ernesto Castro, Solutions Consultant - Bizagi Recorded: Sep 13 2018 43 mins
    Robotic Process Automation carries huge opportunities to deliver business agility and powerful results by freeing people from performing repetitive tasks.

    Learn how RPA and Bizagi help unlock operational efficiency and drive practical value by incorporating them in your business operation.

    Watch now to learn:

    •How and where to utilise RPA versus Bizagi
    •How to integrate using Bizagi’s new native RPA integration
    •Examples of how businesses can use RPA and Bizagi today.
  • 3/3 Get the Exact Identity Solution You Need - In the Cloud - AWS and Beyond
    3/3 Get the Exact Identity Solution You Need - In the Cloud - AWS and Beyond Wajih Ahmed, ForgeRock and Steve Giovannetti, Hub City Media Recorded: Sep 12 2018 62 mins
    Containerized IAM on AWS and Beyond

    The do’s and don’ts of running containerized Identity systems in the cloud and what it’s like to run and operate this type of solution

    You’ll experience:

    Lessons learned from running the ForgeRock Platform in the cloud
    Benefits and challenges of choosing containerized IAM in the cloud
    How Kubernetes impacts operations
    CI/CD pipeline: How this changes configuration, ongoing development, patching and upgrades
    Plus: We’ll take you beyond AWS and discuss alternative approaches to containerized deployment.

    *By registering for this webcast you agree ForgeRock will maintain and process your personal information for communicating with you. (https://www.forgerock.com/privacy-policy)

    The following partner(s) of the the above webcast(s) will have access to the list of registrants, including your contact information.

    Hub City Media (https://www.hubcitymedia.com/privacy-policy)
  • Forecasting the Future: Strategies for Long-Term Contact Center Planning
    Forecasting the Future: Strategies for Long-Term Contact Center Planning Justin Robbins, Paul Chance, Erica Marois (Moderator) Recorded: Sep 12 2018 59 mins
    With all of the change that’s happened in contact centers over the past 10 years, it may be daunting to think about the years ahead, but it’s a necessary and revealing exercise. Strategic, long-term planning enables organizations to prepare for and anticipate investments in technology, shifts in their workforce, and evolutions in their methods for delivering service. But how far out should a long-term plan go? And what should or shouldn’t be included in the process?

    In this ICMI webinar, you’ll hear from contact center expert Justin Robbins on how long-term planning has changed in recent years, what’s the most effective data for future planning, and ways to leverage the changes in technology and customer expectations to your advantage.

    Attend this webinar to learn about:

    - Designing long-term models for staffing and planning
    - The future of occupancy, service level, and other key WFM metrics
    - Benchmarks and best practices for long-term contact center planning
    - The latest advances in long-term forecasting capabilities
  • How to cross new frontiers with your subscription business
    How to cross new frontiers with your subscription business Patrick Unnold, VP Customer, Recurly and Luke Salinas, SVP Strategy, Adyen Recorded: Sep 12 2018 60 mins
    The subscription model is booming --subscription commerce grew more than 100 percent each year between 2011 and 2016, and the growth continues. Savvy companies are reaping the rewards: high recurring revenue that’s predictable paired with a competitive and sustainable business model. The potential ROI for global expansion is wide open, but many who try to take their subscription model global overlook important issues that can make or break success in new markets.

    Learn about the best practices to expand your subscription business into new countries including how to manage local payments, get the right partners on board, optimize authorization rates, tackle key challenges in potential markets, mitigate fraud, and more when you join this VB Live event!

    Register for free now.

    Webinar attendees will learn about:
    * The opportunities provided by the explosive subscription model growth around the globe
    * How to overcome regional challenges, including local payment methods, regulations, data security, and taxation
    * How to identify knowledgeable partners to accelerate your global expansion
    * How localized communications throughout the subscription lifecycle boost subscriber retention
    * Common fraud issues to anticipate and how to mitigate them

    * Patrick Unnold, VP Customer, Recurly
    * Luke Salinas, SVP Strategy, Adyen
    * Lily Varon, Analyst, Forrester
    * Rachael Brownell, Moderator, VentureBeat

    Sponsored by: Recurly and Adyen
  • How To Get More Customers
    How To Get More Customers Peter Strohkorb Recorded: Sep 11 2018 54 mins
    B2B Sales and Marketing Specialist Peter Strohkorb describes why and how every business now needs to apply push and pull selling techniques in order to win more customers.
    Peter will reveal the ten Action Items you need to have in place to be successful.
  • How to Reuse Localized DITA Content
    How to Reuse Localized DITA Content Mike Rice Recorded: Sep 11 2018 58 mins
    Reusing content has substantial benefits over copying and pasting. However, reusing content can be complex to manage without proper guidelines, especially when that content is translated into multiple languages.

    Join Scott Abel, The Content Wrangler, and his special guest, Mike Rice, Customer Success Manager at Jorsek LLC, the publishers of easyDITA, to learn some reuse strategies for localized content so you can safeguard your reuse cases.

    TAKEAWAYS: Attendees will learn about basic reuse types, localization considerations, and guidelines to avoid translations problems.


    Mike Rice is a user-centered professional with over 20 years of experience in technical communication, and a tested eye for transforming how information is managed. Mike is thrilled to be supporting information professionals using easyDITA, and to help them focus on their content, its meaning, its value, and its connections.
  • How to Automate Hundreds of Business Processes to Improve Customer Experience
    How to Automate Hundreds of Business Processes to Improve Customer Experience Nico Rodriguez Sr. Business Systems Analyst HubSpot, Jeff DaSilva Sr. Business Analyst, HubSpot, Dan Kogan CMO Azuqua Recorded: Sep 11 2018 50 mins
    As the number of SaaS applications grows so do the challenges involved in syncing data and automating mission-critical business processes - leaving teams, data, and ultimately end customers in a disconnected state.

    Jeff DaSilva, Sr. Business Automation Analyst at HubSpot, and Nico Rodriguez, Sr. Business Systems Analyst at HubSpot, were able to find a single solution in Azuqua that not only solved HubSpot’s initial integration challenge, but has since evolved into empowering an entire team tasked with transforming processes company-wide - automating nearly 100 business processes and reducing time spent on manual data entry between SaaS applications by 90%.

    Join this webinar to hear directly from Jeff and Nico and learn:

    - Why HubSpot chose Azuqua to unify its ecosystem of SaaS apps, databases, and homegrown applications.
    - How a single Azuqua solution evolved into a Center of Excellence dedicated to building solutions company-wide.
    - How HubSpot is using Azuqua to create and deploy 100+ automated processes around their customer journeys.
  • Welcome to the New NGDATA
    Welcome to the New NGDATA Gil Rosen, Head of Strategy at NGDATA Recorded: Sep 11 2018 44 mins
    NGDATA's been busy over the past year building out our vision to help companies modernize and transform their customer relationships. We acquired Eccella, a global digital transformation company, expanded our product and support teams, accelerated our partnerships across the full spectrum of digital transformation, and reinvigorated our intelligent customer data platform (CDP) with a new UI and machine learning capabilities.

    Join Gil Rosen, Head of Strategy at NGDATA, to learn how our:

    - Data Strategy team helps organizations align their technology vision to their business priorities
    - Digital Transformation team helps build outcome-focused data and technology infrastructures underpinning a data-driven company.
    - Intelligent CDP drives increased engagement through real-time, machine learning- optimized engagement for each and every customer.
  • Walking the Fine Line between Compliance and Innovation in FinTech
    Walking the Fine Line between Compliance and Innovation in FinTech Rona Ruthen and Alison Moore, Curve Recorded: Sep 11 2018 32 mins
    What are the challenges facing Compliance teams in Financial Services, and how can compliance professionals balance the pace of innovation at a FinTech against the demands of the regulators? Curve's Rona Ruthen and Alison Moore share their experiences at Onfido's latest Comply Coffee Morning.
  • A CCNG Member Interview with Daniel Weiss
    A CCNG Member Interview with Daniel Weiss Daniel Weiss / David Hadobas Recorded: Sep 10 2018 3 mins
    Take a look at this brief video interview with CCNG member Daniel Weiss as he shares his thoughts about participating in a recent CCNG networking event at the Coca-Cola customer operations center in Charlotte, NC. Listen as Daniel discusses the high level of interaction and engagement that took place, and how willing everyone is to share with the group.
  • [FRENCH] Gestion de contenu simple et sécurisée pour vos portails clients
    [FRENCH] Gestion de contenu simple et sécurisée pour vos portails clients Alexis Fritel - Senior sales Engineer, Box Recorded: Sep 10 2018 50 mins
    Des demandes de prêt aux constats d'assurance en passant par les dossiers médicaux, la collecte et l'échange de contenu constituent un élément clé pour toute expérience client.

    Mais intégrer la gestion de contenu dans vos portails clients peut être compliquée, coûteuse et être source de risques qui peuvent affecter la sécurité de votre entreprise.

    Dans ce webinar, nous étudierons comment utiliser les API Box Platform pour intégrer une gestion de contenu sécurisée dans vos portails clients, pour une expérience client optimale, tout en répondant aux exigences de sécurité et de conformité de votre entreprise.
  • Employee retention: Language training makes workers want to stay
    Employee retention: Language training makes workers want to stay Melanie Rogers, Jack Marmorstein, Chris Brotherson Recorded: Sep 6 2018 60 mins
    Global organizations are recognizing the massive cost of employee turnover. L&D leaders are, in turn, investing more in employee development to drive increases in employee engagement and retention. From implementing English language training for hourly workers, or advanced English for limited English proficiency (LEP) employees looking to advance in a business setting, to offering world language training for global managers, L&D leaders are offering language learning to increase engagement and retain colleagues.
    A recent Rosetta Stone study reports that 80% of employees who participated in language training felt more positively towards their employer, and 66% felt more engaged with their work. In some organizations, employers have been able to attribute a 19% reduction in employee turnover to language learning. Join this webinar to see how this could look within your organization.
    You’ll Learn:
    •Opportunities within a global organization to improve employee retention with language learning programs
    •The benefits of mobile/technology-based learning and live tutoring as a combined approach
    •Success stories from organizations that improved their retention rates with language
    •What a language learning program looks like within a global organization
  • Cloud Migration Made Easy with Data Virtualization
    Cloud Migration Made Easy with Data Virtualization Denodo Recorded: Sep 6 2018 3 mins
    Migrating to the cloud does not have to be difficult. The Denodo Platform for data virtualization provides companies with a solution to integrate data, but it also helps facilitate cloud migration, following proper security measures to ensure smooth, easy and privacy policy conscious processes.

    This 3 minutes video briefly demonstrates data virtualization capabilities, specifically when migrating to the cloud.

    See how you can integrate your data quickly and securely no matter where it resides.
  • Orchestrate digital transformation through a customer-centric lens
    Orchestrate digital transformation through a customer-centric lens Gal Horvitz, SVP, Genpact Cora Leader and Dave Cowing, Consulting Partner, Business Lead, Tandem Seven,a Genpact company Recorded: Sep 6 2018 60 mins
    Today’s C-suite executives are under pressure to digitally transform their operations to meet changing customer needs and drive new levels of revenue and profitability. Yet, too often initiatives fail. Join this webinar to learn how Fortune 500 organizations are leveraging five steps to accelerate digital transformation through a customer-centric lens. In this webinar you will learn best practices to achieve the following:
    1. Go beyond the journey map
    2. Optimize processes through a customer-centric lens
    3. Focus on front-to-back office
    4. Orchestrate across silos
    5. Go back to the journey map
  • Uncovering the Power of Box Governance
    Uncovering the Power of Box Governance Eleonore Hebrard - Box Implementation Consultant & Frederico Costa - Box Customer Success Manager  Sep 25 2018 1:00 pm UTC 45 mins
    Get your Box Governance package set up and deployed with the Customer Success Team. 

    It has now been 6 months since GDPR has been adopted in the EU and as a Box Governance customer, we want to ensure you deploy and get value out of our legal and compliance solution. 

    Companies and institutions like Metropolitan Police, General Electrics and AstraZeneca have already entrusted their content to Box Governance. 
    We want to show you how you can be on top of your Industry Legal and Compliance standards by providing you a hands-on webinar "Uncovering the power of Box Governance", hosted by a member of our Box Consulting Team. 

    Use cases for Legal hold, Security Classification, Retention Management.
    Checklist for successful deployment at scale
    Questions and Next Steps
  • 4 Real Ways AI is Transforming Testing
    4 Real Ways AI is Transforming Testing Antony Edwards Sep 25 2018 2:00 pm UTC 53 mins
    AI is clearly the big topic in testing this year, but how is AI really going to impact testing over the next two years? We've all seen lots of pictures of cyborgs, Alexas, and self-driving cars, but very little information about how AI is really going to change test creation, running tests, reviewing results, setting up test environments, and all the other activities testers do today. This presentation describes 4 concrete ways AI is changing testing, so you can start making use of the cool real technologies that are available today, and planning how you're going to use these technologies to transform testing in your team.
  • Power Your Global eCommerce Strategy with Machine Translation
    Power Your Global eCommerce Strategy with Machine Translation Kirti Vashee, Language Technology Evangelist, SDL Sep 25 2018 3:00 pm UTC 60 mins
    Online eCommerce is transforming the global retail landscape. There is a growing recognition that making online product content multilingual is an effective way to drive the international revenue momentum, as the eBay and Alibaba experiences show.

    But the complexities of translating a global eCommerce platform pose challenges for businesses without the deep expertise and resources needed to execute such monumental projects. According to a recent MIT study, the introduction of a machine translation (MT) system is the key.

    This webinar explores:

    • An overview of eCommerce trends that increasingly demand more multilingual content
    • Unique issues involved in working with a large corpus
    • The different types of content and MT strategies for eCommerce use cases
    • Developing realistic MT deployment strategies
    • MT use cases from SDL eCommerce customers
  • Machine Learning and Analytics: Taking ITSM and Support to the Next Level
    Machine Learning and Analytics: Taking ITSM and Support to the Next Level Vesna Soraic, Steve Anderson, and Roy Atkinson (moderator) Sep 25 2018 5:00 pm UTC 60 mins
    Technology is becoming increasingly critical to businesses and other organizations, but as technology speeds up, we often don’t think about the negative business impacts it may bring: new hires whose equipment isn’t available, services that are interrupted, and customers or users who aren’t informed of a change or outage, to name a few. Smarter technologies driven by abundant data analytics can provide the support organization with information and solutions with more accuracy and speed than previously possible.

    Join us to learn:

    • Why analytics are important to service management and support
    • What machine learning is and how it can enable faster, better, more accurate resolutions
    • How machine learning and analytics combine to enable smart processes that can pinpoint expertise, accelerate configuration and change management, and minimize wasted time
  • How to Find Zendesk and Salesforce Integration Harmony
    How to Find Zendesk and Salesforce Integration Harmony Stephanie Dorman SVP of Client Services MediaOcean, Phill Ramey Product Manager Azuqua,Ted Smith, Product Marketing, Zendesk Sep 25 2018 5:00 pm UTC 61 mins
    Learn about Mediaocean’s experience with Zendesk and how they created a Salesforce integration with Azuqua that was above and beyond their expectations. Join us for an honest conversation with Stephanie Dorman (SVP of Client Services, Mediaocean) to hear how using the right tools can improve product adoption and increase customer satisfaction.

    The Zendesk team found Azuqua’s flexibility to be invaluable for a best-of-breed application architecture that unlocked a wave of team improvements, including:

    - Customer Satisfaction: 98%
    - Customer adoption increased by 305%
    - Employee satisfaction rose by 40 points
  • A Conversation about Conversational Content
    A Conversation about Conversational Content Scott Abel, Bill Rogers, Lauren Golembiewski, and Jim Compton Sep 25 2018 5:00 pm UTC 60 mins
    Join Scott Abel, The Content Wrangler, for a lively discussion with three experts about the challenges inherent in creating conversational content for chatbots and intelligent devices. Scott will chat with Bill Rogers, Founder and CEO of Orbita, Lauren Golembiewski, CEO and Co-founder at Voxable, and Jim Compton, Technology Program Manager at Moravia.

    Register today! It's free. Not sure you can attend? Register anyway. Attendees receive a link to the recording shortly after each webinar.
  • Calm Operational Chaos and See Cloud More Clearly in Your Contact Center
    Calm Operational Chaos and See Cloud More Clearly in Your Contact Center Greg Cummings and Wade Myers Sep 25 2018 6:00 pm UTC 60 mins
    Join us for an interactive discussion where you can ask key questions and take away practical recommendations for calming the chaos in your contact center.

    Every modern contact center seems to struggle with common challenges including:

    *Applying interaction data to improve customer experience and retention
    *The quarterly "wrangling" of operational costs
    *Maintaining quality performance standards across decentralized teams

    Keeping all these "balls" in the air makes it hard to think strategically about how to generate greater efficiency and value. Don't miss this conversation as we work to minimize the chaos so you can see the overall picture more clearly.

    Greg Cummings - Greg has 20 years of industry experience in consulting, operations, and contact centers -- helping to drive process improvement through an outcomes based methodology. He is currently Manager Global Channels with NICE inContact.

    Wade Myers - Wade has 10 years of experience in voice and data recording solutions for a wide variety of industries focused on solutions high in quality, ease of use, and customer satisfaction.
  • Intelligent Automation for Point of Sale Systems
    Intelligent Automation for Point of Sale Systems Matt McConnell, Nick Casalbore Sep 26 2018 3:00 pm UTC 60 mins
    Customer experience in retail is always the #1 priority. Though the focus is heavily on e-commerce and digital, point of sale systems are as significant as any feature when ensuring a smooth shopping experience for your customer. However, the increasing complexity of point of sale makes it a challenge to test, especially considering it must integrate with a number of other systems such as payment processing, rewards programs, mobile ordering, order fulfillment, and more.

    Join our webinar to learn about true test automation for point of sale, and how end to end testing can ensure amazing digital experiences for your customers.
  • Improving Customer Experience: The Content Optimization Maturity Model
    Improving Customer Experience: The Content Optimization Maturity Model Val Swisher Sep 26 2018 5:00 pm UTC 60 mins
    The key to providing a great customer experience is having great content. Content optimization is about making sure your content performs at its best. Content sells, describes, and evangelizes your product or service. In many cases, it is your product or service.

    Val will help you identify which content optimization stage you are in and how to take your content to the next level.

    In this webinar, you will learn to:

    • Improve customer experience
    * Increase quality and consistency
    * Improve your brand
    * Decrease creation and translation costs
    * Improve time to market

    Get your questions ready and we hope to see you there!
  • How fintech is using voice and chat to revolutionize customer experience
    How fintech is using voice and chat to revolutionize customer experience Frank Coates, Executive Managing Director, Envestnet | Yodlee Analytics Sep 27 2018 5:00 pm UTC 60 mins
    Digital assistants like Amazon Echo and Google Home are changing consumers’ expectations on how they interact with all kinds of companies. So it’s no surprise that financial institutions and other financial service providers are racing to keep up and optimize their customers’ current user experience with flexible and contextualized voice and chat capabilities.

    But while investment in these types of conversational technologies continues to grow, there is still confusion about how much these technologies can really drive digital engagement and streamline customer communications.

    Don’t miss this chance to understand how voice and chat conversational technologies are creating a more engaging and meaningful experience for your customers.

    Webinar attendees will learn:
    * How are conversational technologies changing the financial services landscape?
    * Things to consider when looking to deploy a voice-enabled solution.
    * How can Voice and Chat support a broad range of financial wellness solutions?
    * Capitalizing on conversational interfaces to capture and improve customer loyalty.

    And much more…

    * Frank Coates, Executive Managing Director, Envestnet | Yodlee Analytics
    * Ken Dodelin, VP Conversational AI Products, Capital One
    * Sandi Boga, Director, Product Innovation, ATB Financial
    * Evan Schuman, Moderator, VentureBeat

    Sponsored by Yodlee
  • An Introduction to Content Engineering
    An Introduction to Content Engineering Alan J. Porter Sep 27 2018 5:00 pm UTC 60 mins
    The current content evolution necessitates a strong alignment of teams across all areas of our organizations. Each individual or department that touches content at any stage of its development — from CEOs, CMOs, and CTOs, to content strategists and authors, to developers and UX designers — must now work even more closely in order to effectively manage content production and distribution.

    Content engineers bridge the divides between departmental silos and between content lifecycles. Individuals in this position play an important role in the design and facilitation of content structure throughout the entire strategy, production, and distribution cycle from start to finish.

    Join Scott Abel, the Content Wrangler and his special guest, Alan J. Porter, content engineer and head of Strategic Services at [A] for this free one-hour webinar. Attendees will learn:

    1) Strategies that content engineers use for content valuation
    2) How content engineers apply these strategies to support intelligent content practices
    3) About the six core disciplines of the content engineering practice
    4) The content engineer’s ultimate tool to organize and orchestrate intelligent content — the Master Content Model™

    About Alan J. Porter

    Alan J. Porter is the Senior Executive responsible for strategic client services leadership at [A]. Alan has an extensive background within the industry and has consulted for large, well-known enterprises and organizations. He has helped shape the content intelligence space through his writing and thought leadership. As the author of The Content Pool, Alan promotes the concept of content as an enterprise asset with real value. He advocates the convergence of content across an organization and the foundational role of content intelligence in harnessing that convergence in order to deliver exceptional customer experiences.
  • From Homegrown to Commercial PIM: Transition Strategies for Success
    From Homegrown to Commercial PIM: Transition Strategies for Success Alison Tran, Client Partner, EIS; Chantal Schweizer, Principal Consultant, EIS Sep 27 2018 5:00 pm UTC 60 mins
    As your business and product data complexity grows, so too may your need for an enhanced PIM system that accounts for numerous operating units, separate companies, global operations, and more.

    How do you judge whether you are ready to jump from your homegrown solution? And if you’re ready to make the jump, what is the best path to ensure that you transition from one system to another successfully?

    In this session you will learn:

    * The milestones that signal your readiness to take on a commercial PIM
    * Best practices when making the transition to a commercial PIM
    * How to align your PIM strategy to a logical data model

    Alison Tran, EIS, Client Partner, brings over 14 years of business and technology consulting experience in technology adoption, software implementation, organizational redesign, change management and process reengineering.
    Chantal Schweizer, EIS, Principal Consultant, a senior information organization professional with over 10 years experience in product information and taxonomy design.
  • London’s Calling: ServiceNow Experts Share London’s 5 Most Compelling New Adds
    London’s Calling: ServiceNow Experts Share London’s 5 Most Compelling New Adds Ken Michelson, Marci Parker, Michelle Bautista, Johnny Walker, Meghan Lockwood Sep 27 2018 5:00 pm UTC 60 mins
    On Thursday, September 27th, 1:00 PM ET, 10:00 AM PT, we've got an expert panel to discuss London. Get up-to-date with new features and figure out your next steps.

    Join Ken Michelson, VP of Platform Solutions, Marci Parker, VP of Client Delivery, Meghan Lockwood, VP of Strategic Marketing, Johnny Walker, ServiceNow Architect, and Michelle Bautista, Presales Solution Architect, as they present London's Calling: ServiceNow Experts Share London's 5 Most Compelling New Adds.

    - Learn about the 5 most compelling features ServiceNow added with London
    - Ask our panel of experts your questions about the release
    - Find out if this upgrade is right for your team, plus our tricks to creating a 5-star upgrade schedule
  • How to Expand Your Marketplace or Classifieds Business in Latin America
    How to Expand Your Marketplace or Classifieds Business in Latin America Sameer Patel, CEO, Kahuna Sep 27 2018 6:00 pm UTC 34 mins
    Expanding your marketplace or classifieds platform into new markets across Latin America is a tempting idea, considering that by 2019, 155.5 million people in Latin America will buy goods & services online, accounting for 1 in 4 people in the population.

    But, expansion carries risks that you will need to manage. The geography is vast with culture and language differences along with different tax and regulatory structures. How do you know when it’s the right time to expand, where to expand to, or whether to expand at all?

    Listen to our short but impactful 30-minute webinar to hear from Kahuna along with Restorando, Latin America’s #1 restaurant bookings site, and UltraCasas.com, Bolivia’s #1 property portal, as we discuss driving growth in your digital marketplace and expanding into new markets.

    In this webinar, you’ll learn:

    -The playbook to successful expansion in Latin America, including both the internal and external signals indicating that expansion is the right decision
    -Mistakes, pitfalls, and wrong assumptions to be cautious about when expanding into new regions
    -How to expand into regions where there is already a dominant competitor
    -How Restorando and Ultracasas.com have approached this issue…and found success
  • Financial Services, Fraud and the Future of Digital Onboarding
    Financial Services, Fraud and the Future of Digital Onboarding Parker Crockford, Director of Policy & Strategic Accounts, Onfido Sep 27 2018 7:00 pm UTC 60 mins
    Identity theft is the fastest growing crime in the US. Globally, 1 in 60 online transactions are fraudulent. And if you don’t know who your customers are, you can’t onboard them to your platform.

    Though businesses are moving online, their identity verification and KYC processes haven’t. Instead, the old processes are being shoehorned into the digital age. So how can you update your onboarding for the digital age?

    Join this webinar with Onfido’s Parker Crockford to learn:

    What new CDD and KYC regulation means for user onboarding
    Why the SSN is no longer reliable – and what’s going to replace it
    How new technology like biometrics, AI and blockchain can help
  • Transformation happens here: Realize significant ROI through RPA 2.0
    Transformation happens here: Realize significant ROI through RPA 2.0 Craig Le Clair,VP,Principal Analyst, Forrester, Puneet Uppal,VP,Global Initiatives,Mondelez & Sanjay Srivastava,CDO,Genpact Sep 27 2018 7:00 pm UTC 60 mins
    As a part of the Journeys to Transformation, webinar series, we would be talking about various topics across the digital spectrum. In the first of the series, we will be focussing on Robotic Process Automation (RPA), interest in which is at an all-time high, with a myriad of providers and offerings. Industry watchers are declaring RPA a must-evaluate technology, and some are heralding the start of the next industrial age. Amidst all the hype, our clients are learning from their challenges in RPA 1.0, and starting to realize significant ROI through RPA 2.0.

    Sanjay Srivastava, Chief Digital Officer of Genpact discusses the evolution of RPA with Forrester guest speaker Craig Le Clair. Puneet Uppal, VP Global Initiatives at Mondelez will also be joining the panel to share Mondelez’s experience with RPA.

    This session is one that you and your colleagues cannot miss. It is guaranteed to be truly transformational!
  • Design Thinking and Content Strategy
    Design Thinking and Content Strategy Buck Bard Sep 27 2018 8:00 pm UTC 60 mins
    Design thinking may conjure up images of groundbreaking products like the iPod, Tesla, and Uber, but design thinking is just an innovation tool that can be applied to most any process. Design thinking isn’t just for product design; it can transform your content strategy.

    Join Scott Abel, The Content Wrangler, and his special guest, Buck Bard, Content Strategist and Chief Harbinger of Canary Works, for this free one-hour webinar. Learn how you can use design thinking to transform your content strategy from someone who does it every day.

    Attend this webinar to learn what design thinking is by learning its parts; to learn how design thinking can be applied to the process of developing and executing on your content strategy, and discover some free and easy to use tools that you can start using today.


    Buck Bard is the Chief Harbinger at Canary Works. He has been designing and delivering innovative learning solutions for over 25 years. Canary Works was created to promote Innovation, Digital Transformation, and Design Thinking. Through a series of experiential workshops, we help guide organizations discover and draw a roadmap to possible futures. We work with teams and individuals to find the intersections of the strengths of their cultures and their strategic goals, using sound learning principles.
  • How to Get Your Team to Deliver Consistent Service
    How to Get Your Team to Deliver Consistent Service Adam Toporek Oct 1 2018 6:00 pm UTC 45 mins
    Consistency is a common challenge for contact centers and organizations of all shapes and sizes. How do you get employees from different teams, backgrounds, and locations to deliver the same experience? Adam Toporek, author of Be Your Customer's Hero: Real-World Tips & Techniques for the Service Front Lines, has practical advice to share that will help you elevate the customer experience.

    In this webinar, we will discuss:
    -Why consistency is such an essential component of customer experience
    -Common causes of inconsistent service
    -Basic steps your team can take to deliver a more consistent customer experience

    Invite your team members to join us for this special edition webinar. It's the perfect way to kick off Customer Service Week!
  • How to Attract the Right Talent with Tech
    How to Attract the Right Talent with Tech Rick Betori, Head of JobStack Operations& Innovation, Nancy Stachnik, JobStack Product Manager Oct 2 2018 5:00 pm UTC 60 mins
    The workforce is changing rapidly, and frankly, there’s no sign of it slowing any time soon. Short-term and temporary workers make up roughly 34% of the U.S.’s workforce today, accounting for nearly $57 billion annually. As an employer, it’s crucial to understand their expectations and know how to attract the right talent for your team, while balancing the needs of your entire workforce.

    During this webinar, PeopleReady’s Rick Betori, Head of JobStack Operations & Innovation, and Nancy Stachnik, JobStack Product Manager will:

    • Discuss the changing workforce and expectations and what that
    means for you
    • Share tips and insights on ways to embrace technology
    • Introduce the JobStack app and share how it can be a game changer in how you recruit talent moving forward
  • Microsoft Ignite: Where to from here?
    Microsoft Ignite: Where to from here? Richard Smith, Global Microsoft Alliance Manager Oct 3 2018 3:00 pm UTC 45 mins
    Microsoft Ignite takes place in Orlando, FL from September 24-28. IR will be there in the thick of the action. Join us for this wrap up from the event, covering all the major announcements around Microsoft Collaboration.
  • Location data: The secret to really knowing your customer
    Location data: The secret to really knowing your customer David Bairstow, SVP Product Management, Skyhook Oct 3 2018 5:00 pm UTC 60 mins
    Where are your target customers going, and how are they spending their time and, more importantly, their dollars? Location data and intelligence – not just on how consumers are interacting with your brand but also with your competitors – is key to crafting a killer consumer experience and reaching them when and where their hearts and minds (and wallets) are ready to be captured.

    From foot traffic patterns and location visits to frequency analysis, custom venue visit analysis offers powerful, actionable insights to companies looking for a competitive edge in a crowded field. Learn how to capture new customer interest, keep older customers coming back, and boost your market share when you join this VB Live event!

    Register for free now!

    During this webinar you’ll learn how to:
    * Boost engagement with location-based consumer insights and competitive intelligence
    * Gain insight into the behavioral patterns of customers and prospects
    * Apply the best use of location data for your business

    * David Bairstow, SVP Product Management, Skyhook
    * Sheryl Jacobson, Principal Consulting Strategy and Analytics, Deloitte Consulting LLP
    * Stewart Rogers, Analyst at Large, VentureBeat (Moderator)

    Sponsored by Skyhook
  • 5 Ways to Boost Staff Engagement, Quickly and Affordably
    5 Ways to Boost Staff Engagement, Quickly and Affordably Jeff Toister and Roy Atkinson (moderator) Oct 3 2018 5:00 pm UTC 60 mins
    We all want an engaged service and support organization, yet success eludes us. According to a 2017 Gallup poll, employee engagement is officially stuck in a rut. In this interactive webinar, service expert Jeff Toister will share five practical ways you can quickly boost staff engagement, starting immediately and without spending a small fortune or launching a huge project. Learn about a simple motivation secret that's often overlooked, best practices for staff satisfaction surveying, no-cost engagement strategies you can implement right away, and more!
  • How to Engage Buyers & Sellers in Your Digital Marketplace
    How to Engage Buyers & Sellers in Your Digital Marketplace Jeff Nolan and Sigrid Zeuthen Oct 3 2018 6:00 pm UTC 53 mins
    A whopping 94% of companies see higher engagement and conversion rates (Econsultancy) when they commit to optimizing the customer experience.

    In today’s competitive landscape, where buyers and sellers have numerous sites to choose from, marketplaces must do whatever they can to stand apart from others. It’s easy to be competitive on price and inventory, but delivering an effective and memorable customer experience to create a loyal user base is a whole different ball game. Customer experience is the deal-maker (or deal-breaker) for marketplaces.

    To ensure your platform will create committed, engaged buyers and sellers for the long-term, you must meet their expectations for a high quality and highly personalized experience throughout the customer journey. This means going beyond sending emails with a “Hello [First Name]” greeting; it means personalizing and polishing every component of the user’s interaction with the platform and with each other. The result? An increase in engagement, conversion, and retention.

    In this webinar, you’ll learn:
    -How to create an engaging onboarding experience that fosters buyer and seller stickiness
    -How to optimize for engagement at every buyer/seller touchpoint across your site
    -How to further encourage buyer and seller engagement post-transaction
    -How to incorporate personalization into every aspect of your user flow and deliver an unmatched customer experience as a result
  • DCX Series [Ep. 5]: Is Artificial Intelligence Ready for Primetime?
    DCX Series [Ep. 5]: Is Artificial Intelligence Ready for Primetime? Robin Gareiss, President & Founder, Nemertes Research Oct 4 2018 3:00 pm UTC 60 mins
    All the rage these days is about AI, or artificial intelligence. Enterprise and business leaders do not rate AI as the most transformative technology for their Digital Customer Experience (DCX) strategies, but it's near the top. In this webinar, you'll learn:
    *What is the top transformative technology and why?
    *What are the adoption plans for AI in companies' DCX strategies?
    *How are companies using AI in the contact center, to measure customer success, and to engage customers?
    *What are the key benefits--and they key problems--with AI?
    *Which AI technologies do companies plan to use?

    We look forward to sharing this information with you!
  • Digital Refunds: 5 Ways to Achieve an Effective Refunds Program
    Digital Refunds: 5 Ways to Achieve an Effective Refunds Program Kevin Brown, VP Strategic Partnerships & Marketing and Sean Healey, Issuing Product Manager Oct 4 2018 4:00 pm UTC 60 mins
    Refunds happen. But did you know they're one of the most important touchpoints of your business? With customers returning $642.6 billion in goods each year, refunds represent a huge opportunity to build customer affinity as well as retain and win back customers.

    In this webinar you’ll learn how digital refunds can:
    •Build brand continuity and affinity
    •Drive down costs
    •Manage payouts
    •Minimize risk
    •Create convenience for customers and staff

    Plus, you’ll learn about the costs savings, operational efficiencies, and security benefits of going digital.

    By the end of the webinar you’ll walk away ready to build a digital refunds strategy with these and more insights and practical tools:
    •How and why to convert check programs
    •The intersection of efficiency and top-notch customer service
    •The benefits of offloading escheatment costs and liability
    •Leveraging refunds for win-back

    Wirecard’s Kevin Brown and Sean Healey will be on hand to share industry insights, walk you through digital refunds, and answer questions.

    Ready to make the most of your refunds? Join us.