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Customer Experience

  • Optimizing Cost of Quality through incremental Test Automation
    Optimizing Cost of Quality through incremental Test Automation
    Tero Piirainen, Director,Software Quality Assurance- M-Files Corp, Deva Veluchamy,Test Automation Consultant-Aspire Systems Recorded: Nov 15 2018 60 mins
    Aspire is conducting this webinar on the topic ‘Optimizing Cost of Quality through Incremental Test Automation’. This webinar is aimed at helping organizations understand the importance of measuring cost of quality and reducing cost of poor quality using incremental test automation.

    Key Takeaways:
    •Importance of Cost of Quality in Testing
    •Where testing spends more cost and how to reduce it
    •Role of Incremental test automation in reducing appraisal cost
    •Recommended tools and methodologies
    •Sample Use Case showing the reduction in CoQ
  • Building the Business Case for Excellent Content Delivery
    Building the Business Case for Excellent Content Delivery
    Joe Gelb Recorded: Nov 15 2018 60 mins
    We instinctively know that unleashing our technical product content will make our customers happier and bring benefits to our company. But how can we quantify and measure that value in order to secure the resources needed to transform the digital experience and build a modern technical resource center? 
     
    Join Scott Abel, The Content Wrangler, and intelligent content guru, Joe Gelb, President of Zoomin Software as they zoom in to the details and show you how to calculate ROI and build the business case to move up the content value chain towards dynamic content delivery and a cross-touchpoint digital experience.
  • Delivering Quality Digital Experiences with Intelligent Automation
    Delivering Quality Digital Experiences with Intelligent Automation
    Dr. Gareth Smith, VP Products Recorded: Nov 15 2018 56 mins
    In the new world of mobile apps, cloud services and the Internet of Things, people, processes, data and devices are all converging to reshape how day-to-day business is done. This widens the customer’s experience beyond a single, siloed, application into a much broader context, where not everything is under your control. In this presentation, Dr. Gareth Smith will outline the challenges of delivering quality digital experiences, the benefits of employing predictive analytics and an approach for achieving amazing digital experiences by focusing on the customer experience and the goals of the business.
  • Learn Key Announcements from Catalyst 18
    Learn Key Announcements from Catalyst 18
    Bizagi Recorded: Nov 15 2018 36 mins
    At Catalyst 18, our annual international conference in Miami, Bizagi made some key announcements about the future of its products and services.

    This is your chance to learn more about those announcements with the Bizagi team and exclusive news shared at the event.

    Watch now to hear from our panel speakers where we will take the opportunity to give you highlights on:

    - Key updates on recent launches and upcoming product releases
    - Highlights and insights from presentations at Catalyst 18
    - Technology showcase, review what’s new and cool at the event
  • Prognosis for UC Live Demo [November 2018]
    Prognosis for UC Live Demo [November 2018]
    IR Senior Solutions Engineer Recorded: Nov 14 2018 88 mins
    For November our monthly deminar will take a look at the new features released in Prognosis 11.5. Hosted by a Senior Solutions Engineer with live Q&A.
  • Empowering Your Agents with CTI and Omni-Channel Widgets
    Empowering Your Agents with CTI and Omni-Channel Widgets
    Johannes Fischer Recorded: Nov 13 2018 56 mins
    Contact centers are evolving, allowing customers to self-serve more complex tasks without agent involvement. But when agents must step in, customer experience suffers due to limited access to critical information.

    Join us for this live webinar as we discuss how best-in-class organizations are building a unified customer engagement center through the use of softphones and omnichannel widgets - where agents are empowered to focus on the business processes to better serve their customers.
  • How to turn customer experience into customer trust
    How to turn customer experience into customer trust
    Louise Thorpe, Chief Privacy Officer, American Express Recorded: Nov 13 2018 62 mins
    Forrester found that only 11 percent of companies are able to deliver a customer experience (CX) that sets them apart from their competition. Without a CX that elevates the brand, companies are at risk of being left behind while customers choose to spend their purchase dollars or business investments elsewhere.

    There are four key ways to ensure that your CX is flawless and your market share keeps growing. It starts from the inside out, with a unified vision of CX; a strategy to solve problems fast while offering self-help; continuous, ongoing iteration and improvement of best practices, and a consistent, personalized experience in every way.

    To learn more about why CX has to be the core of your company and how to launch the strategy that ensures your company maintains competitive advantage, don’t miss this VB Live event!

    Register here for free.

    Webinar attendees will learn:
    * How to build trust with increasingly savvy consumers
    * Why brand reputation is your most important calling card -- and how to protect it
    * The key qualities customers look for in a trusted brand
    * The secrets of the modern customer-focused organization

    Speakers:
    * Louise Thorpe, Chief Privacy Officer, American Express
    * Andrew Leede, Product Owner, Blinker
    * Ting Ting Luo, Senior Product Marketing Manager, Docusign
    * Stewart Rogers, Analyst-at-Large, VentureBeat
    * Rachael Brownell, Moderator, VentureBeat

    Sponsored by Docusign
  • Content Collaboration Throughout the Organization
    Content Collaboration Throughout the Organization
    Stephani Clark Recorded: Nov 13 2018 49 mins
    There’s often a disconnect between technical communication teams and others within their organization. This disconnect may be organizational, or may be due to the different tools used by each team. Often, this gap is bridged by PDF and many organizations have resigned themselves to the necessity of the emailed PDF review.

    Join Scott Abel, The Content Wrangler, and his special guest, Stephani Clark, Customer Success Manager for Jorsek LLC, the makers of easyDITA, to learn how you can get tech writers, engineers, and others to work together in a DITA environment and improve the efficiency of your content development process.

    During this presentation, attendees will learn about the problems inherent in collaboration, how unstructured and structured content differ, and what the typical barriers to content collaboration are.
  • The Impact of Cybersecurity on IT Response Teams: A Game Changer!
    The Impact of Cybersecurity on IT Response Teams: A Game Changer!
    Vincent Geffray and Roy Atkinson Recorded: Nov 13 2018 62 mins
    Ransomware, advanced persistent threats, and denial of service attacks—many initiated through “phishing”—will continue to frequently interrupt business and government operations. Across all industries, businesses see an uptick in cyberattacks frequency and damage to their organizations.

    “One of the best services we can provide for our customers, whether they are internal or external, is keeping their personal information—and the information needed for the business—safe. The first line of assistance should also be the first line of defense.” - Roy Atkinson, HDI

    The support center should have clear guidance on how to avoid social engineering threats and phishing threats, as well as the ability—including the time—to educate users on why support may not be able to immediately help them, or why additional information might be required. Meanwhile, when hit by a cyberattack, organizations need to execute a clearly defined and agreed upon cross-functional response plan to mitigate the risks and minimize the disruption.

    In this interview-style webinar, HDI’s Roy Atkinson and Everbridge’s Vincent Geffray will discuss the importance of the support center’s role in cybersecurity prevention and response.

    What you’ll learn:
    - How Cybersecurity Is Impacting Support
    - Support’s Role in Prevention
    - How, When, and Why the Support Center Should Respond


    Who should attend:
    - Support center managers who need to be aware of the importance of support in cybersecurity
    - IT directors who want to better understand responses and communications in the event of a cybersecurity event
    - Anyone in IT service and support wanting to improve their understanding of the role of support in cybersecurity
  • Chatbots & Virtual Assistants - The Next Big Thing in Customer Experience
    Chatbots & Virtual Assistants - The Next Big Thing in Customer Experience
    Teletech Holdings, Booz Allen Hamilton, Opus Research Recorded: Nov 9 2018 61 mins
    Provided with access to the right information chatbots can help facilitate a new transaction or provide account support to an existing customer. Many vendors are claiming to use machine learning and artificial intelligence in their virtual assistant applications. However, the reality is, curated, structured content needs to be developed for these applications, rather than having the system ingest large amounts of unstructured content.

    What makes content appropriate for training? How should organizations prepare for these types of systems? How do the underlying processes that support the customer need to evolve to operationalize AI applications for customer service?

    In this panel, we discuss:

    --The different types of automated virtual assistants used for support

    --How artificial intelligence powers these tools

    --The role of knowledge engineering

    --Practical steps toward deployment

    Join our experts for an in depth discussion of “the next big thing” in customer experience.
  • 5 Ways Fraudsters Fake IDs and how your face can stop them
    5 Ways Fraudsters Fake IDs and how your face can stop them
    Kevin Trilli, Chief Product Officer at Onfido and Karen Webster, CEO at PYMNTS Recorded: Nov 8 2018 58 mins
    Identity theft is the fastest-growing crime in the U.S. Globally, one in 60 online transactions are fraudulent. So, if you fail to catch that fraud, the cost to your business – both reputational and financial – can be catastrophic

    PYMNTS CEO Karen Webster and Kevin Trilli, chief product officer at Onfido, discuss the current trends in fraud techniques, and reveal how risk and fraud managers can utilize new technologies to catch them.

    Attendees will learn:

    - The most common identity document fraud techniques and how to spot them
    - The challenges of tackling 3D fraud in digital, 2D environments
    - How AI and biometrics are changing the face of online security and access
    - Why fighting fraud will require a mix of human and machine expertise
  • Digital Transformation Trends to Watch in 2019
    Digital Transformation Trends to Watch in 2019
    Seth Earley, CEO, EIS; Andy Hoar, CEO, Paradigm B2B, Minal Parker, Senior Product Mgr, HD Supply Recorded: Nov 7 2018 31 mins
    Join Seth Earley, CEO of Earley Information Science, and special guests Andy Hoar, CEO of Paradigm B2B and Minal Bhargava Parker, Senior Product Manager eBusiness at HD Supply, as they consider the digital trends making the news these days, and identify those that are critical to success in 2019, and those that might just be hype.

    We’ve all heard it – digital transformation is coming for us. From how our customers engage with us, to how our partners leverage us, and how our business operations scale, digital transformation is the ultimate goal for successful eCommerce companies in 2019.

    Yet to be truly strategic and exacting in your digital transformation initiatives, we must first decide which trends are ‘in,’ and which ones are ‘out.’
  • Training AI-driven Support Bots to Deliver Next Gen CX
    Training AI-driven Support Bots to Deliver Next Gen CX
    Wysdom.AI, Aspect Software, Verizon Recorded: Nov 7 2018 61 mins
    When training an AI-driven virtual assistant, harvesting and reusing knowledge assets is critical to success.

    A good digital experience is about facilitating information flows between the organization and its customers. Whether answering questions on community bulletin boards, self service through FAQ’s, email communications, interactions with call center agents or text exchanges with bots, the objective is to give customers the information they need to use a product, make a selection, solve a problem and achieve their overall goal.

    At the heart of this is knowledge in various formats. In the AI world, it is referred to as “training content” – the knowledge assets that support customers directly or indirectly. Whether training a support engineer or training an AI-driven virtual assistant, harvesting and reusing these assets is key. However in most large organizations training platforms, knowledge bases and support applications have evolved organically with different architectures, changing ownership, fragmented taxonomies and disparate approaches.

    Some believe that AI and machine learning will solve this problem but while these technologies are promising, not every support application and knowledge source is amenable to a fully automated approach. Even when that is possible, certain elements have to be in place.

    In this edition of the Earley Executive Roundtable, our panel of experts tackle such questions as:

    --What does the changing technology landscape mean to support organizations, call centers, and customer service functions?
    --Can knowledge be captured and structured for reuse in a sustainable, economically viable way?
    --How can the customer be supported throughout their journey by knowledge that originates in different parts of the organization?
    --How do processes need to evolve to provide an end to end seamless, positive experience?
  • 10 Ways Contact Centers Annoy Their Customers (and How to Stop)
    10 Ways Contact Centers Annoy Their Customers (and How to Stop)
    Jenny Dempsey, Leslie O'Flahavan, Patrick Russell, Erica Marois (Moderator) Recorded: Nov 6 2018 60 mins
    Have you ever had an annoying customer experience? Are you annoying your customers? During a recent #ICMIchat, we asked participants to share their biggest customer service pet peeves. Some of the answers might surprise you. Join us for this fast-paced, fun, and practical webinar. We’ll reveal a list of the top ten ways call centers exasperate their customers, and also offer up tips for breaking the bad habits.

    In this webinar, you will learn:
    •The top ten ways call centers frustrate customers
    •How to avoid committing common customer service failures
    •How to deliver more seamless and satisfying agent and customer experience

    Join us for an interactive and informative hour, complete with live audience Q&A. Come ready to take notes and ask questions!
  • Outsourcing Multimedia Content Development
    Outsourcing Multimedia Content Development
    Barry Saiff and Elrik Jundis, Saiff Solutions Recorded: Nov 6 2018 61 mins
    In 2018, life is faster. People can access information quickly. Attention spans are short. Multimedia content — videos, animations, infographics — can engage audiences, and make learning fun.

    Whether you are producing technical, creative, or eLearning content, outsourcing your multimedia content development can enable you to increase the quality and volume of content produced, beyond your local capacity. The bottom line is that if you want to produce — or produce more — videos and animations, learn how outsourcing can help you achieve your goals.

    Join Scott Abel, The Content Wrangler, and his special guests, Barry Saiff, Founder and CEO of Saiff Solutions, and Elrik Jundis, Business Development Manager for Saiff Solutions, for this free, one-hour webinar.

    Attendees will learn:

    –What specific activities are involved in multimedia outsourcing, and which are easiest to outsource?

    –What are the pros and cons of onshore vs. offshore, and freelancers vs. vendor?

    –How do I get started, and how can I scale up quickly?
  • The Secret to Successful Marketing to the Technical B2B Buyer
    The Secret to Successful Marketing to the Technical B2B Buyer
    EarleyInfoSci, Mouser Electronics, Brock White Recorded: Nov 6 2018 60 mins
    The B2B technical buyer is a unique persona with specialized needs. In order to get and keep this valuable customer on your site you must speak directly to their needs. So, how are the needs of technical buyers defined and translated into an engaging experience? The B2B and B2C ecommerce experiences have many similarities. Some lessons learned from B2C can be valuable to B2B. However, the two markets also have important differences, and the customer journey needs to reflect them.

    In this panel you will learn specifics about:

    --The archetypes of B2B buyer
    --Motivators and demotivators for making purchases
    --How to identify, structure and present content and assets that move the sale forward
    --The critical role of personalization
    --How merchandizing, cross-sell and up-sell leverage organizational knowledge about customer challenges

    This roundtable delivers valuable insights for CMOs, VPs of Digital, and Senior Marketing executives in organizations that operate as manufacturers, suppliers, and/or distributors in the industrial, high-tech, aerospace, life-sciences, and MRO spaces.
  • Can you deliver the personalization your customers demand?
    Can you deliver the personalization your customers demand?
    David Hardtke, Director of Advertising Science, Pandora Recorded: Nov 6 2018 61 mins
    More and more, savvy customers are willing to share info about themselves and their browsing behavior — but in return, you have to use those powers for good. Or in other words, start serving them up completely personalized web and mobile ads that reflects their tastes, values, and preferences in every (not-creepy) way. It’s the key to delivering the kind of goods and services that keep your customers clicking — and more than happy to keep handing over their personal information.

    It’s also hard to pull off. To learn how companies like Pandora flawlessly serve up the customized advertising that clicks, don’t miss this VB Live event!

    Register here for free.

    Attend this webinar and learn about:
    * How to offer your customers content that connects to their lifestyle and tastes
    * The intersection between art and science in the new world of hyper-personalized advertising
    * How to create customized content that connects without creeping out customers
    * Best practices companies like Pandora and Trulia use to create authenticity and bring in more revenue.

    Speakers:
    * David Hardtke, Director of Advertising Science, Pandora
    * Deep Varma, VP of Engineering Trulia
    * Moira Dorsey, Founder, Dorsey Experience
    * Rachael Brownell, Moderator, VentureBeat

    Sponsored by Cvent
  • The Building Blocks of a Unified Customer Experience
    The Building Blocks of a Unified Customer Experience
    Judith Platz (TSIA) & Ben Hong (Coveo) Recorded: Nov 1 2018 46 mins
    When it comes to creating transformative customer experiences, support leaders are often the ones responsible for justifying technology investments. But usually, this transformational journey reaches beyond the four walls of support and requires a holistic “all-in” approach across many departments and lines of business.

    The only way to create a truly relevant, scalable, and successful customer experience from end to end is to unify and measure it across every touchpoint. It’s time for support, marketing, education, and customer success departments to work together to make every interaction count.
  • Digital Transformation Demystified
    Digital Transformation Demystified
    Steve Walker and Abram Maldonado Recorded: Nov 1 2018 41 mins
    Digital transformation requires specific investments and actions across many disciplines. How quickly an organization evolves depends on how it approaches the process. Learn the criteria to evaluate to enable faster, more agile digital transformation, and hear real-world examples of how a digital leader is using these principles to transform his organization.
  • Cloud ERP: Taking Your Business to the Next Level
    Cloud ERP: Taking Your Business to the Next Level
    Christina Sridhar Recorded: Nov 1 2018 22 mins
    Let’s look at some of the features that Oracle Fusion offers and that Sage/QuickBooks does not. This webinar will help you get a clear picture as to why Oracle Fusion is more feature-rich when compared to Sage and QuickBooks.

    Key takeaways,
    •Why migrate to Cloud?
    •What are the benefits of moving Oracle Fusion?
    •What is Modern Finance and the best practices in Finance?
    •Out-of-the-box features in Oracle Fusion
    •Oracle Fusion Vs. Quick Book and Sage
    •Data migration from QuickBooks/Sage to Oracle Fusion
  • How Hive Uses Data & Device Connectivity to Become more Personal & Productive
    How Hive Uses Data & Device Connectivity to Become more Personal & Productive
    Mark Orsborn - Senior Director, IOT Business Development, Salesforce & Terrence "TJ" Sorrell - Global Business Design Manager Recorded: Nov 1 2018 39 mins
    The fourth industrial revolution is changing how we live, work, travel and trade. Customers are more connected than ever before, and the rise in connected technologies has resulted in endless amounts of valuable data.

    Terence Sorrell, Global Business Design Manager, Hive & our host Mark Orsborn, Senior Director, Salesforce IOT discusses how Hive is unlocking valuable data with the Salesforce Platform, to deliver global customer success.

    In this webinar Mark and Terence discuss:

    1 - How Hive are creating a competitive advantage & unlocking new opportunities by connecting data into its CRM architecture
    2 - Using data intelligently to capture every customer interaction and analyse all the different touchpoints
    3 - The importance of integrating data sets and systems, and how this will allows business’ unlock new intelligence to drive greater efficiency and richer customer engagements
  • Beyond Taxonomy - How Manufacturers & Distributors are Innovating in Ecommerce
    Beyond Taxonomy - How Manufacturers & Distributors are Innovating in Ecommerce
    Seth Earley, EIS, Marc Shimpeno, Etsy, Noel McDonagh, Dell EMC, Megan Koleff, Genuine Parts Company Recorded: Oct 31 2018 58 mins
    In this session our panel of experts discuss the challenges in building more powerful capabilities based on a foundation of a well-constructed taxonomy.

    Host: Seth Earley, Earley Information Science, CEO
    Panelists:
    --Marc Shimpeno, Etsy, Taxonomist & Data Specialist
    --Noel McDonagh, Dell EMC, Director of Information Development
    --Megan Koleff, Genuine Parts Company, User Experience Lead

    Topics to be covered include:

    * How are manufacturers and distributors using taxonomies to improve site search?
    * How are taxonomies used in merchandising – assessing product mix and grouping products for specific targets or solutions?
    * How do taxonomies help with personalization?
    * How are part relationships managed and presented?
    * How are multi-tiered product entity models like base-variant being leveraged to improve data management, reporting and navigation?
  • A CCNG Member Interview with Metro by T-Mobile
    A CCNG Member Interview with Metro by T-Mobile
    Greg Pressly, VP Customer Operations, and Hope Norris, Staff VP of Customer Operations, Metro by T-Mobile Recorded: Oct 31 2018 7 mins
    CCNG spoke with member Metro by T-Mobile, a 7-time J.D. Power award winner, to discuss how they achieved this most recent award. Watch this brief interview to learn about the Metro by T-Mobile contact center structure, culture, and leadership that enabled them to be recognized as a leader in the wireless industry.
  • Eggplant & SQS Validating the “Digital Thread” Across the Product Lifecycle
    Eggplant & SQS Validating the “Digital Thread” Across the Product Lifecycle
    Dr John Bates and Colin Bull Recorded: Oct 31 2018 17 mins
    Eggplant have teamed up with industry-experts, SQS, to demonstrate how AI-powered automated testing can be leveraged within the manufacturing industry.

    Join this webinar to find out how model-based testing can be used for validating different scenarios.
  • Mobilizing Your Workforce - How mobile apps are changing the way we connect
    Mobilizing Your Workforce - How mobile apps are changing the way we connect
    Brandon Rowe and Roger Woolley Recorded: Oct 30 2018 61 mins
    Let’s face it … we can no longer abide by the working rules of yesteryear. The new generation of contact center agents have grown up using mobile devices, and that means companies need the ability to quickly communicate with their agents and provide a real-time, two-way communication stream. To be successful, organizations need to engage their employees with a WFM mobile app. Empowering your agents with a mobile app leads to a better work-life balance, enhanced communications, and a streamlined scheduling process.

    This webinar will explore the impact a mobile app can have on your contact center agents, business, and customer experience.
  • Learn How Element 26 Uses Quip to Improve Deal Velocity and Deliver Seamless Cus
    Learn How Element 26 Uses Quip to Improve Deal Velocity and Deliver Seamless Cus
    Nathan Haines Managing Director Element 26. Kate Aldridge Senior Producer Element 26.Louis Tsamados Editing Colorist Element Nov 20 2018 10:00 am UTC 39 mins
    Join us to learn how Nathan Haines, Managing Director at Element 26 empowers a team of 20 to deliver a fast, seamless experience across marketing, sales and service. See first-hand how Quip is used to enable cross-functional collaboration for the sales process, and then on to service delivery.

    On this webinar we will share successes and best practices using Quip to:

    1- Create collaborative sales processes that keep everyone on the same page
    2 - Track filming, scheduling and service deliverables
    3 - Review opportunity management and deal creation use cases
  • Anti-money Laundering and Anti-Fraud: Together is better
    Anti-money Laundering and Anti-Fraud: Together is better
    Jeff Ingber-Chief Consultant,Risk;Satish Acharya-Global KYC&AMLPractice Lead;Ashwani Bhardwaj-Global Head Risk Products&Fraud Nov 20 2018 7:00 pm UTC 45 mins
    Consolidating anti-money laundering and anti-fraud functions under an enterprise-wide “anti-financial crime" umbrella can deliver major efficiencies and cost-savings. But it must be approached carefully and thoughtfully, incorporating modern digital tools and developing agile risk management frameworks that enable Financial Institutions to act swiftly, reduce redundancies, and ensure compliance in an increasingly complex global banking environment. In this webinar, we will offer practical takeaways on:
    •How merging AML and anti-fraud functions takes advantage of various synergies
    •How risk executives can best address challenges in consolidating the two functions
    •How a financial institution can maximize the benefits of AML and anti-fraud consolidation, while minimizing cost, burden and inefficiency
    •How technological innovations can aid the convergence and make compliance resilient, responsive, and sustainable
  • Retail, Stats, Facts & Trends
    Retail, Stats, Facts & Trends
    Rachel Lund, BRC & Liliana Danila, BRC Nov 22 2018 2:00 pm UTC 60 mins
    Designed exclusively for our Associate Members, join us for our next quarterly webinar providing insights into the latest retail stats, fact, and industry trends.

    In this session, our Insights and Analytics expert will discuss how the retail industry is likely to fare in the run-up to the festive season, in the context of previous years and current trends.
  • Digital-First Governance: Data Protection for the Digital Age
    Digital-First Governance: Data Protection for the Digital Age
    Pete Elliott, Director, Customer Success Services, EMEA at Box and Anthony Tate, Head of Product Marketing, EMEA at Box Nov 22 2018 2:00 pm UTC 60 mins
    When it comes to data protection for the digital age, many organisations are overly restrictive due to compliance and privacy requirements. Good governance should provide the guardrails your organisation needs to effectively govern content, without impacting your users ability to get work done.

    Digital transformation is changing the way we work. Box provides a new way to work by letting you manage, share and access your content from anywhere with governance that actually works.

    Join this webinar to rethink how your company governs content and how to amplify the collaboration, security and content management capabilities Box provides by leveraging Box Governance.

    Topics included:

    - Learn how good governance is foundational in driving digital transformation
    - Discover how Box Governance provides enhanced protection for sensitive content, enables defensible discovery for litigation and easy set up of retention a disposition schedules for files in Box
    - Hear how leading Box customers are pursuing secure, actionable and digital-first governance through best practices
  • How to Achieve ROI from Cloud, Collaboration and Mobility Tools
    How to Achieve ROI from Cloud, Collaboration and Mobility Tools
    Shweta Kapoor, Strategy & Ops Director, Sales Engineering, Box Pete Smerald, Director, Value Engineering, Box Nov 27 2018 2:00 pm UTC 60 mins
    In the digital age, you have to pick the best tools for your business.

    Cloud Content Management (CCM) from Box brings your organisation a completely new way to work, enabling greater collaboration and mobility — and along with it, you get infrastructure savings, risk reduction and productivity gains. But how do you measure the ROI of CCM for your business, with the data to back it up?

    During this webinar, you will:
    - Discover how to implement a successful digital workplace and CCM strategy
    - Learn how to analyse the impact of CCM with a data-driven approach
    - See a live demo of our Interactive Value Calculator and get free access to the ROI tool
  • SDL WorldServer Quarterly Showcase: Q4
    SDL WorldServer Quarterly Showcase: Q4
    Ray Hopley, Product Management Director for SDL WorldServer Nov 27 2018 6:00 pm UTC 45 mins
    Stay up-to-date with the latest in SDL WorldServer! Join Ray Hopley, for the last SDL WorldServer Showcase in 2018. In this quarterly showcase webinar, we’ll have a live discussion on Translation Memory (TM) matching.

    Come learn more about:

    • Elevating 100% matches via Context
    • Fuzzy matching and sub-segment recall
    • How these concepts feed into both pricing and workflow
  • Integrating Monitoring Insights with APMs
    Integrating Monitoring Insights with APMs
    Alex Painter and Alex Papworth Nov 28 2018 3:00 pm UTC 45 mins
    Any organisation needs a reliable synthetic monitoring solution, and Eggplant’s Monitoring Insights has long been considered ‘best of breed’ in this area. The uniquely stable platform and double testing methodology mean you get timely, accurate alerting, without wasting time on false positives.

    But to help investigate the underlying causes of errors, it can be useful to link your synthetic monitoring tests to an application performance management (APM) solution.

    In this webinar, we show you how it’s done, so you can have the best of both worlds – reliable synthetic monitoring that integrates seamlessly with your favorite APM.
  • Prognosis for UC Live Demo [November 2018]
    Prognosis for UC Live Demo [November 2018]
    Stefan Rottbeck, Senior Solutions Engineer Nov 28 2018 4:00 pm UTC 60 mins
    Rescheduled live demo session of Prognosis for UC and the recent 11.5 updates. Will be hosted by Stefan Rottbeck, one of our Senior Solutions Engineers, and have live Q&A.
  • Get and keep customers with killer AI-driven UX design
    Get and keep customers with killer AI-driven UX design
    Stewart Rogers, Analyst-at-Large, VentureBeat Nov 28 2018 6:00 pm UTC 60 mins
    User experience is swiftly overtaking price as the most important competitive differentiator. That means wowing your customers at every point of interaction and engagement. And lately, new approaches fueled by AI and significant data produced by cross-platform experiences, are putting UX under a new kind of microscope and helping to drive positive results. When harnessed correctly, AI really just means ultimate personalization. And this can reward you with loyalty, affinity, and word of mouth.

    User experience design (UX) isn’t a guessing game anymore. Artificial intelligence is your superpower, and machine learning your secret weapon. AI helps you personalize the customer journey at every step dynamically, crafting unique, individual experiences that learn along the way, making them more relevant, more engaging, and more delightful.

    To learn more about why AI should be the foundation of all your user experience design, and where to start, don’t miss this VB Live event!

    Register here for free.

    Attend this webinar and learn:
    * How AI supercharges the relevancy, elegance, and engagement of modern design.
    * The ways well-known brands are creating intuitive apps with powerful UX supported by AI
    * The relationship between effective design and a strong ROI
    * Real-world successes and failures in AI-driven design

    Speakers:
    * Stewart Rogers, Analyst-at-Large, VentureBeat
    * Rachael Brownell, Moderator, VentureBeat

    More speakers coming soon!
  • 2018 Service Management Executive Vision Report: The State of ServiceNow
    2018 Service Management Executive Vision Report: The State of ServiceNow
    Ellen Daley, Meghan Lockwood Nov 28 2018 6:00 pm UTC 60 mins
    The first of its kind ServiceNow exclusive insight report includes all new original research providing industry benchmarks on the tactics, challenges, priorities, KPIs, and budgets shared by ServiceNow platform owners and executives across the globe.

    Join Acorio's CEO, Ellen Daley, and VP of Strategic Marketing, Meghan Lockwood to learn about the ServiceNow findings.
  • How to Drive Success (Not Stress) During Seasonal Staffing
    How to Drive Success (Not Stress) During Seasonal Staffing
    Megan Brandt, National Account Manager, and Brian Ballenger, Director Strategic National Accounts Nov 28 2018 6:00 pm UTC 60 mins
    According to a recent study by global consulting group Korn Ferry, roughly 23 percent of retailers were unable to hire the number of temporary workers they needed for the 2017 holiday season. It’s crucial to be able to adapt when demand increases. This can be especially difficult around the holidays when the entire industry is looking for extra help, making it even harder to find the right workers, right away.

    During this webinar, PeopleReady’s Megan Brandt, National Account Manager, and Brian Ballenger, Director Strategic National Accounts, will:

    -Share insights on common challenges retail and supporting industries struggle with during the Holiday season
    -Provide tips to effectively manage those challenges
    -Discuss ways companies can get more out of their staffing partnership
    -Highlight how JobStack can help with easy ordering during the holidays
  • From marketing campaigns to insight-driven, contextual customer interactions.
    From marketing campaigns to insight-driven, contextual customer interactions.
    Brandon Purcell, Principal Analyst at Forrester Research and Steven Noels, Chief Technology Officer at NGDATA Nov 29 2018 3:00 pm UTC 60 mins
    With so much data at our fingertips, why are marketing campaigns so much less effective today than ever before, at acquiring and retaining customers? It’s because consumers are more distracted, and they’re being marketed to with little relevancy. In order to stand out, you need to deliver personalized and context-driven interactions with each customer.

    Brands that seize this potential are embracing a Customer-Obsessed Marketing Model around core competencies: mindset, talent, process, and insights. And they are assembling what Forrester calls, Contextual Marketing Engines: brand-specific platforms that exploit customer context to deliver utility and guide the customer into the next best interaction.

    In this webinar, we’ll discuss the Customer-Obsessed Marketing Model and how to build a Contextual Marketing Engine to realize the shift from static product-focused marketing campaigns that target customer segments, to dynamic and contextual customer interactions based on real-time scoring of individual customer data.

    We’ll focus on the capabilities you need to be successful and how a Customer Data Platform can help fill this essential gap in your current marketing stack.

    Join our guest, Brandon Purcell, Principal Analyst at Forrester Research, and our own Steven Noels, Chief Technology Officer at NGDATA, for an interactive and informative conversation.

    Key takeaways will include:
    • How can the right marketing strategy, processes, teams and technology enable your brand to make the shift to conversational programs.
    • How brands are currently gaining advantages through contextual marketing.
    • How contextual customer interactions create value for both your brand and your customer, improving long-term business results.

    Register today: https://www.brighttalk.com/webcast/16715/340779
  • Managing your Microsoft Collaboration Environment
    Managing your Microsoft Collaboration Environment
    Richard Smith, Global Microsoft Alliance Manager | Dave Bottomley, Senior Solutions Engineer Nov 29 2018 4:00 pm UTC 45 mins
    Managing a Microsoft collaboration environment can be a tricky task. With multiple technology vendors, across various sites - it can be tough for a team to stay on top. Join this session to learn best tips on how to manage and optimize your Microsoft collaboration environment.
  • Disrupting the Financial World: What’s Next?
    Disrupting the Financial World: What’s Next?
    Parker Crockford, Director of Policy & Strategic Accounts, Onfido Nov 29 2018 5:00 pm UTC 60 mins
    Current trends and disruption in the financial world are being driven by changing regulation
    - These are in response to the changing landscape of financial crime
    - To keep ahead of both of these challenges, we need to look at new identity models. Current tech solutions include biometrics, machine learning etc etc
    - What we need to get to a more secure identity model is privacy, ux, scalability, fraud detection...
    - Future identity models will hand more power back to the user and include for eg. self sovereign identity
  • Make Website Experiences Personal: Injecting Relevance into Every Interaction
    Make Website Experiences Personal: Injecting Relevance into Every Interaction
    Simon Langevin, Product Manager, Coveo Nov 29 2018 6:00 pm UTC 60 mins
    Manually personalizing your digital experience for every website visitor is near impossible. Having your team track, update, and deliver the most relevant content, the moment it’s needed, is just not feasible. This approach can lead to inconsistent and unreliable experiences for customers, places unnecessary burdens on marketing and web teams, and significantly increases cost of operation. Smarter, automated, and more scalable technologies are necessary to both satisfy today’s relevance-seeking customers and stay ahead of competition.

    This webinar reveals best practices on how to inject relevance and personalization into your website experience. We’ll demonstrate how companies are using AI-powered search and recommendations to leverage the intent and information behind every touch point of the web journey to drive contextual and personalized experiences that:

    -Increase conversion rates by providing relevant search results
    -Increase website engagement through proactive recommendations
    -Drive higher customer lifetime value
    -Empower your marketing team with insights on your visitors’ content consumption and trends


    You’ll also get a peek at AI-powered strategies that pacesetter companies are using to deliver relevance at every touchpoint.
  • How esports can combine old and new monetization models to reach new heights
    How esports can combine old and new monetization models to reach new heights
    Dean Takahashi, Lead Writer, GamesBeat Dec 4 2018 6:00 pm UTC 60 mins
    Money is pouring into esports. There are more players, more games, more viewers, and bigger prize pools — and companies are taking note. Investment is coming from all angles, and everyone is looking for a piece of the pie. But many of the existing monetization models of esports only seek to follow the tried and true formats from traditional sports.

    There is a lot for the video game industry to learn from the legacy sports broadcast model; but there’s a catch: The video games industry uses some of the world’s most advanced interactive technology to create some of the world’s most compelling entertainment experiences.

    So why would we just do it the same way as before? The answer? We probably won’t. Not for long at least.

    In this special session, our panel of experts will unpack the old and the new of esports, and explore where genuine innovation may come from in the future. We’ll discuss how to get the most out of traditional methods, and how some companies are experimenting with new approaches to engaging with audiences and driving revenue.

    Register now to join us for free.

    Attend this webinar and learn:
    * How the current esports model stacks up against traditional sports, and where the money is coming from now
    * The new technologies that will change the existing business model
    * The difference between formal esports and personalized broadcasting — and what those differences mean for your bottom line

    Speakers
    * Jonathan Singer, Industry Strategist, Akamai
    * Robb Chiarini, Director esports, NCSA at Ubisoft
    * Dean Takahashi, Lead Writer, Gamesbeat
    * Kent Wakeford, Co-founder and COO, Gen.G

    Sponsored by Akamai
  • RGPD Vs CLOUD Act - Comment vous y retrouver?
    RGPD Vs CLOUD Act - Comment vous y retrouver?
    Elena Gilotta, Director, Data Privacy, Box & Adrien Boulad, EMEA Strategic Accounts, Box Dec 5 2018 1:00 pm UTC 60 mins
    Le RGPD (Règlement général sur la protection des données) a obligé de nombreuses organisations à se concentrer sur la protection et la confidentialité des données. Ces organisations ont relevé le défi et ont considérablement affiné leurs règles de conformité. Cependant, la compréhension de cette régulation est devenue confuse avec l’arrivée, en mars de cette année, de la loi clarifiant l’utilisation licite des données à l’étranger, ou plus simplement de la loi CLOUD Act.

    Fondamentalement, la loi CLOUD Act constitue la première étape pour que le gouvernement américain accélère le processus de simplification de l'accès aux données détenues par tout fournisseur de services basé aux États-Unis, partout dans le monde.

    Alors, quel est l'impact sur les organisations européennes? La loi CLOUD Act change-t-elle tout et remplace-t-elle le RGPD?

    Au cours de ce webinaire, vous allez

    - Découvrir ce qu'est le Cloud Act en termes d'impact et sa dimension
    - Identifier les rapports entre la loi CLOUD Act et les lois européennes sur la protection des données et leurs limites
    - Découvrir comment les services Box peuvent vous aider à être en conformité avec RGPD et à d’autres obligations en matière de confidentialité.
  • Transforming the Retail Employee Experience
    Transforming the Retail Employee Experience
    BRC / Kronos Dec 5 2018 2:00 pm UTC 45 mins
    This webinar, taking place at 2pm on 5 December, will explore how retailers can effectively support their staff and maximise workforce productivity as the industry undergoes rapid transformation.

    Drawing on the wealth of workforce data collected by the BRC, our experts along with our partners at Kronos will offer insights and practical tips on how we can bring staff on board and embed positive employee experience as a key part of the change process.
  • In WFM Apps We Trust!
    In WFM Apps We Trust!
    Brandon Rowe, Sr Manager - Product Marketing, OpenText Dec 5 2018 7:00 pm UTC 60 mins
    Attracting and retaining agents can be a cumbersome task for contact centers. In many ways, they (agents) expect a blending of their work and personal lives. A WFM mobile app keeps agents engaged, provides a better work-life balance, and ensures time management and collaboration, while giving supervisors and analysts the ability to quickly identify problems and take action to ensure proper staffing and service levels are met.

    Join us as we discuss how intraday management with a mobile app is helping contact centers to connect and empower their agents.
  • Cloud Migration: Avoiding Common Pitfalls to Accelerate Adoption
    Cloud Migration: Avoiding Common Pitfalls to Accelerate Adoption
    Graeme Burton, Group News Editor, Computing (moderator) Paul Chapman, CIO, Box Angelo Crippa, EMEA Enterprise Business Develo Dec 6 2018 2:00 pm UTC 60 mins
    Organisations have been moving to the cloud for at least five years, and probably talking about it for at least 10. With most of us familiar with the benefits of cloud services, why is the process of moving to the cloud still considered by some to be a challenge? 

    Computing's Group News Editor, Graeme Burton is joined in the studio by Box's CIO, Paul Chapman, Angelo Crippa, EMEA Enterprise Business Development Leader at AWS and Peter Gothard, Technology Analyst at Computing.

    In this webinar, you'll hear some great insights and thoughts from the panel on:

    - The common pitfalls and hurdles when moving to the cloud
    - The different approaches and resulting opportunities
    - Enterprise-wide adoption of cloud technologies at an end-user level
    - The way cloud technology is affecting the key roles of CTOs and CIOs
  • Disruptive Technologies: A Quarterly Update
    Disruptive Technologies: A Quarterly Update
    Johna Till Johnson, CEO & Founder, Nemertes Research Dec 6 2018 4:00 pm UTC 30 mins
    Quantum computing. Quantum cryptography. What are they?

    Find out why vendors like IBM, Microsoft, Intel, and others are placing a bet on these technologies, and what they mean for enterprise technology.

    Join Nemertes' CEO and resident futurist Johna Till Johnson for a quarterly update on these disruptive technologies.
  • 6 Best Practices to Increase Self-Service Success & Boost Case Deflection
    6 Best Practices to Increase Self-Service Success & Boost Case Deflection
    David James, Director, Product Marketing, Coveo Dec 6 2018 6:00 pm UTC 37 mins
    It’s no surprise when it comes to resolving issues and finding information, customers prefer self-service. And organizations prefer it because it dramatically reduces support costs. But if you want to make great self-service a reality on your support portal, you need to give customers an intelligent and intuitive search experience and proactively recommend content that can help.

    Join us for this live webinar to learn the 6 best practices to increase self-service success & boost case deflection.

    In this webinar, we will:

    -Dive into what great self-service looks like and show you the formula for creating relevant support experiences
    -Share case study examples of successful support portals and communities using Coveo
    -Answer questions about AI-powered search capabilities

    If you’re a Customer Service Innovator, a Community Manager, or interested in the latest self-service trends, you won’t want to miss this info-packed session on the the power of AI-powered search to boost customer self-service.
  • Let's Talk Cybersecurity
    Let's Talk Cybersecurity
    Scott Abel, Tonie Flores, M.K. Palmore, and Keyaan Williams Dec 11 2018 6:00 pm UTC 60 mins
    All systems have weaknesses – places where a determined attacker has the potential to breach security and either disrupt your organization or steal your data. Defending your organization and its digital assets starts with understanding your vulnerabilities. Therefore, cybersecurity planning must begin with a solid understanding of the places where your systems, processes, and staff are vulnerable to attack.

    The single weakest part of any system is the people who use it. People are vulnerable to a wide range of exploits, including social engineering attacks such as phishing, which attempt to fool people into revealing passwords or other sensitive information, to insider threats, where employees take advantage of their position to breach security.

    Some of the highest profile security breaches, including the hacking of email messages from the Democratic National Committee (DNC) during the 2016 US elections, have happened because users were fooled by a spear phishing attack – an attack that uses a personalized email message to lure a reader into revealing login information or clicking on a link to malware. Once the hackers gained access to the DNC system, they were able to install tools that allowed them to retrieve email messages and other data.

    Cyberattacks can come from software, hardware, and people. Business professionals must defend against attacks from all of these sources. Although it may seem out of your control, you are not helpless against cyberattacks. There are things you can do to help protect your digital assets.

    Join Scott Abel, The Content Wrangler, for a discussion about cybersecurity with Toni Flores, editor of “The Language of Cybersecurity," M.K. Palmore, Senior Federal Law Enforcement Executive for the FBI, and cyberdefense specialist, Keyaan Williams of Cyber Leadership and Strategy Solutions, LLC. We’ll discuss the current state of cyber warfare and help you understand a variety of vulnerabilities, exploits, defenses and controls.
  • How smart companies use voice and bots to get and keep more customers
    How smart companies use voice and bots to get and keep more customers
    Rachael Brownell, Moderator, Venturebeat Dec 11 2018 6:00 pm UTC 60 mins
    The landscape of voice and chatbot-to-customer interactions is blowing up. Whether it’s a trusted AI assistant like Alexa or Google Home, or an integrated voice or chatbot tool within a brand interface like Kayak’s customer service experience, customers are increasingly willing to engage with brands via voice chat.

    AI assistants are getting smarter, and becoming capable of helping consumers sort through the avalanche of choices available in every decision, from buying phone plans to toothbrushes. And your marketing efforts will have to shift priorities in a major way to capture the attention of these newly connected customers as assistants get smarter and customers learn they can rely on their results.

    To hear about actual voice chat use cases, the differences between integrated bots and AI assistants, and how to leverage voice and bots for amaze-and-delight experiences right now, don’t miss this VB Live event!

    Register here for free.

    Attend this webinar and learn:
    How bots and voice are uniquely positioned to help customers make purchasing decisions
    How brands can address the advantages of integrated bots and an AI trusted assistant like Alexa
    The best ways to leverage voice and bots to optimize the customer experience
    What's next for voice and bots

    Speakers:
    Rachael Brownell, Moderator, VentureBeat

    More speakers coming soon!

    Sponsored by LogMeIn
  • How Assisted Self-Service Will Power Up Support
    How Assisted Self-Service Will Power Up Support
    Chris Savio and Roy Atkinson (Moderator) Dec 11 2018 6:00 pm UTC 60 mins
    IT and technical support would love for end users and customers to take advantage of self-service resources. End users and customers would love for self-service to be easier. Finding articles, videos, documents and other resources intended to make life easier for users—and for the analysts and technicians who support them—can be difficult and confusing.

    Next-generation tools are here, set to enable users and customers to get accurate answers quickly and easily and solve many common issues for themselves, allowing analysts to concentrate on more complex problem-solving and other tasks. Analysts can benefit as well, having powerful assistance at their command to find knowledge and implement solutions without making users and customer wait.

    What You Will Learn:
    - What “assisted self-service” means
    - Why self-service adoption can be a struggle
    - How next-generation tools can help both end users and support analysts

    Who Should Attend:
    - Knowledge Management professionals seeking ways to improve
    - ITSM professionals tasked with building self-service portals
    - Support organization leaders who wish free analysts up from repetitive tasks