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Customer Experience

  • The Future of Voice Technologies
    The Future of Voice Technologies
    Vijay Balasubramaniyan Recorded: Jan 27 2020 47 mins
    In 2019, 20% of all web searches were voice searches. Google has predicted that 50% of all web searches will be voice searches by 2022. What is the future of voice technology as we see a rise in voice technology adoption rate?
  • Simulating and stopping a real Magecart attack
    Simulating and stopping a real Magecart attack
    Andy Wyatt, Sr. Technologist at Instart Recorded: Jan 27 2020 20 mins
    Magecart attacks are poised to be a major attack trend in 2020. Why? Because Magecart and other online data skimming attacks are hard to detect and are responsible for millions of dollars in data privacy-related fines each year.

    In this webinar, see a live demo of a real Magecart attack and how that attack can be stopped with Instart Web Skimming Protection.

    In this webinar, you will learn about:
    How a real Magecart attack works
    Why Magecart attacks are so successful
    How Instart can prevent Magecart attacks with Instart Web Skimming Protection
  • What’s your Prognosis? Don’t Let a Bug Take Down Your Communications Platform
    What’s your Prognosis? Don’t Let a Bug Take Down Your Communications Platform
    Jon Kremkau, Josh Stuart, Tim Poindexter Recorded: Jan 23 2020 36 mins
    Just as people need proactive regular check-ups to ensure they stay in good health, it’s important for hospitals to proactively manage the health and performance of their communications environment to set them up for long-term high performance.

    IR prognosis provides real-time insight into the key health indicators of your communications ecosystem and can even provide guidance on how to address any problems that are identified.

    Whether you’re preparing for open enrollment, upgrading your telemedicine capabilities, or working on future enhancements to deliver better experiences for patients, learn how Prognosis real-time performance management can help you keep your finger on the pulse.
  • The Customer Service Retail Report: What Consumers Expect from Retailers
    The Customer Service Retail Report: What Consumers Expect from Retailers
    Andrea Paul (Content Marketing Manager at Kustomer) Recorded: Jan 23 2020 27 mins
    Seventy eight percent of consumers would be less likely to shop with a retailer again if they experienced bad customer service. This means that the way retailers interact with consumers in their greatest times of need could be the difference between a lifelong customer and one lost to the competition.

    Kustomer’s newly released Customer Service Retail Report dives into survey data to expose what consumers expect when it comes to retail customer service, and how customer service impacts business success. Interested in learning what retail customers want from your brand? Join Kustomer Content Marketing Manager, Andrea Paul, to discuss highlights from the report. In this webinar you will learn:

    - Why retailers can’t afford to skimp on service
    - The importance of providing real-time support
    - Why personalization is imperative
    - How omnichannel support can be a competitive advantage
    - The business impact of customer service
  • Aligning Sales & Marketing: How Salesforce Uses Pardot
    Aligning Sales & Marketing: How Salesforce Uses Pardot
    Daniel Yamoah, Pardot Specialist. Denis Hoogweg, Pardot Solution Engineer Recorded: Jan 23 2020 44 mins
    Alignment between Sales and Marketing is potentially the largest opportunity for improving business performance today. When sales and marketing teams unite around a single revenue cycle, they dramatically improve sales productivity, marketing ROI and, most importantly, top-line growth.

    Join this Webinar to hear how the Pardot marketing team used Pardot's B2B Marketing Automation platform + Salesforce Engage to put the power of marketing automation in the hands of our sales reps.

    During this live webinar you will learn:

    How to create marketing-approved sales campaigns that will generate more leads
    Close more deals and maximise ROI
    Achieve sales and marketing alignment
  • Enhancing QA Strategy to Achieve Agile Quality Engineering
    Enhancing QA Strategy to Achieve Agile Quality Engineering
    Katie Kavanaugh, QA Director - Mansfield , Vasanth Manickam, Technical Test Manager- Aspire Systems Recorded: Jan 23 2020 46 mins
    The purpose of this webinar is to discuss how choosing the right Agile Program Framework influences Quality Engineering and Testing. It also briefs how it plays a pivotal role in adding value to the IT landscape of Mansfield.

    Key Takeaways

    •Approach to handling quality through the right combination of Strategical and Tactical Testing
    •How to leverage test automation to help the entire agile process
    •Continuous learning and proactive planning to minimize defects
    •Aligning QA vision abreast the futuristic needs of the business
    •Implementing continuous improvement and assurance that the Agile Program Framework remains relevant
  • Data Virtualization: An Introduction (APAC)
    Data Virtualization: An Introduction (APAC)
    Sushant Kumar, Product Marketing Manager, Denodo and Chris Day, Director, APAC Sales Engineering, Denodo Recorded: Jan 23 2020 63 mins
    At the rate which enterprise data volume is increasing, replicating data to a central repository for analysis purposes is slow and expensive which might not even be a necessary part of the data integration process in many situations. With technologies such as data virtualization, companies can now place a single secure virtual layer between all disparate data sources (including both on-premise and in the cloud) on one side and various consuming applications on the other. Data replication for data integration is now an option and not a necessity.

    In this session you will learn:
    - What data virtualization really is
    - How it differs from other enterprise data integration technologies
    - Why data virtualization is finding enterprise-wide deployment inside some of the largest organizations
  • 2020 Vision: Contact Center Trends to Watch
    2020 Vision: Contact Center Trends to Watch
    Roy Atkinson (ICMI) Recorded: Jan 22 2020 58 mins
    In one short decade, tremendous change has reshaped contact centers: from social media to chatbots to video, new channels and ways of serving customers abound; omnichannel, workforce, knowledge management, and more have streamlined contact center operations; and artificial intelligence, machine learning, and natural language processing are fundamentally changing the ways we connect with customers, both internal and external. It was an exciting, sometimes exhausting, decade…but what do the 2020s have in store for contact centers?

    Drawing on ICMI’s industry-leading research and input from ICMI’s Featured Contributors and thought leaders, this webinar will present important trends for 2020 and beyond. We’ll not only explore what’s trending, but also why these topics are important for your contact center’s future:
    • Employee experience
    • Automation and AI
    • Cloud and CCaaS contact centers
    • Knowledge management
    • Self-service
    • Social customer care and social media
    • Recruiting challenges
    • Rediscovering the human factor
    • And more!
  • Digital Identity and Connected Cars - Leveraging the Power of IAM
    Digital Identity and Connected Cars - Leveraging the Power of IAM
    Dr. Heiko Klarl, CMO, iC Consult Group and Gerhard Zehethofer, Vice President IOT, ForgeRock Recorded: Jan 22 2020 40 mins
    As vehicles become smarter and more connected, their technology relies on digital identity to personalise and secure the customer experience. For the fleet manager, insurance provider, consumer, and anyone else in the modern connected vehicle environment, knowing “who” can access “what” is essential.

    In this joint webinar with iC Consult and ForgeRock you learn how to build up your connected identity strategy. Not only will you create synergies with other business areas, you also gain speed and a shorter time to market when rolling out connected services and explore new business models.

    Webinars / Webcasts
    With your registration you agree that we submit your data to the Sponsor of this webinar to enable them to contact you and to do follow-up marketing. The legal basis for processing your personal data this way is our legitimate interest according to Art. 6 (1) (f) GDPR, which would be the participation of our sponsors, which contribute large portions of the costs of the Webinars / Webcasts.
  • Avoiding fines and lost licenses in the iGaming industry: why identity proofing
    Avoiding fines and lost licenses in the iGaming industry: why identity proofing
    Peter-Paul de Goeij (Dutch online trade association) | James Baston-Pitt (Onfido) | Trent Wyatt (GeoComply) Recorded: Jan 22 2020 59 mins
    Harm minimisation might be the biggest challenge facing the gambling sector, especially as iGaming reaches an ever-increasing volume of players. With increasing scrutiny coming from politicians and the media, there is an urgent need for a wide-reaching industry response. But how does the industry tackle such a complex issue quickly enough to avoid fines or lost licenses?

    This panel, moderated by Peter Murray (Director, Alexem Services) and comprised of Peter-Paul de Goeij (Managing Director, Dutch online trade association), James Baston-Pitt (UK accounts lead, Onfido) and Trent Wyatt (Consultant, GeoComply) will be discussing how operators can effectively understand the behaviours of their customers, what an at risk player looks like, and how identity verification can help them better know their customers and introduce effective harm minimisation initiatives.

    Key Learnings:

    - How to better identify at risk players and their behaviour
    - The importance of data integrity in assessing your player base
    - How identity proofing at onboarding can help
    - How to implement reliable identity KYC practices without increasing friction
  • Beyond DAUs and MAUs: 3 Key Levers to Understanding User Engagement
    Beyond DAUs and MAUs: 3 Key Levers to Understanding User Engagement
    Andy Carvell, Ketan Pandit Recorded: Jan 22 2020 35 mins
    This is where the Acknowledgment – Interest – Conversion (AIC) Customer Engagement and Retention framework comes into play and helps marketers.
  • Foresight Is 2020: Trends in Technical Support and Service Management
    Foresight Is 2020: Trends in Technical Support and Service Management
    Roy Atkinson (HDI) Recorded: Jan 21 2020 61 mins
    The 2010s were a decade of rapid-fire evolution in IT, technical support, and service management: from mobile devices to remote support, knowledge management to enterprise service management and ITIL4, countless technologies, processes, frameworks, and methodologies emerged to change the way IT gets done. It was an exciting, sometimes exhausting, decade…but what do the 2020s have in store for technical support and service management?

    Based on HDI’s industry-leading research and insights gained from our community, this webinar will highlight the trends we see on the horizon for technical support and service management as we roar into the 2020s:
    • What’s happening with staffing and training?
    • Which technologies are on the rise? Why?
    • What shifts are taking place with regard to frameworks and methodologies (ITIL4, Agile, etc.)?
    • What big initiatives should you be paying attention to?
  • Lessons from 2019 Peak Season: How Retailers Handled the Seasonal Rush
    Lessons from 2019 Peak Season: How Retailers Handled the Seasonal Rush
    Andrea Paul (Content Marketing Manager, Kustomer) Recorded: Jan 21 2020 27 mins
    The Cyber 5 period—Thanksgiving through Cyber Monday—brings in record shoppers and sales for many retailers. But it can also bring a big lump of coal: increased customer inquiries, shipment delays and website issues.

    Join Andrea Paul, Content Marketing Manager at Kustomer, as we explore key retail insights from the 2019 Peak Season, and explore how retailers should prepare for upcoming seasonal rushes. During this webinar you will learn:

    -How shoppers behaved during the 2019 peak season
    -Issues that retailers ran into during the Cyber 5 period
    -Why a scalable customer service strategy leads to a profitable holiday season
    -How brands can prepare for seasonal spikes in customer service inquiries
  • Digitale Identität und Connected Cars - Die Power von IAM richtig eingesetzt
    Digitale Identität und Connected Cars - Die Power von IAM richtig eingesetzt
    Dr. Heiko Klarl, CMO, iC Consult Group and Gerhard Zehethofer, Vice President IOT, ForgeRock Recorded: Jan 21 2020 39 mins
    Fahrzeuge werden zunehmend intelligenter und vernetzter. Um das Kundenerlebnis bestmöglich zu personalisieren und zu sichern, baut ihre Technologie auf digitale Identität. Für den Fuhrpark-Manager, den Versicherer, den Verbraucher und alle anderen Akteure im Connected Car Ökosystem ist es wichtig zu wissen, "wer" auf "was" zugreifen kann.

    In dem gemeinsamen Webinar von iC Consult und ForgeRock erfahren Sie, wie Sie:
    - Ihre Connected Identity-Strategie aufbauen können.
    - Synergien mit anderen Geschäftsbereichen schaffen können.
    - Beim Rollout von vernetzten Diensten als auch bei der Erforschung neuer Geschäftsmodelle die Geschwindigkeit erhöhen und die Time-to-Market verkürzen können.

    Webinare / Webcasts
    Mit Ihrer Registrierung erklären Sie sich damit einverstanden, dass wir Ihre Daten an den Sponsor dieses Webinars weitergeben, damit dieser Sie kontaktieren und Follow-up-Marketing betreiben kann. Die Rechtsgrundlage für die Verarbeitung Ihrer personenbezogenen Daten auf diese Weise ist unser berechtigtes Interesse gemäß Art. 6 (1) (f) DSGVO, das wäre die Teilnahme unserer Sponsoren, die einen großen Teil der Kosten für die Webinare / Webcasts übernehmen.
  • Webinar: How to boost buyer engagement
    Webinar: How to boost buyer engagement
    Jon Perera - Highspot Recorded: Jan 21 2020 46 mins
    Many sales leaders are challenged by faltering sales often caused by the growing gap between buyers and sellers.

    So, how are B2B companies going to boost buyer engagement and retention to meet the tough sales targets?

    •Sales Enablement - how companies are planning to embrace it
    •Sales Training - what are the pitfalls and the plans for change
    •Digital transformation - what are the plans now and in the future

    Don't miss the must-attend webinar for sales and marketing professionals!
  • Webinar: Why membership is the new revenue generating community
    Webinar: Why membership is the new revenue generating community
    Gordon Glenister - Branded Content Marketing Association Recorded: Jan 21 2020 46 mins
    Reasons to Attend:
    If you want to find a way to create a great sales funnel and community to develop long-lasting relationships, provide a regular revenue stream and opportunities to up and cross-sell then this is the webinar for you. Many of the major brands like Netflix, Amazon Prime, and Linkedin all have very successful membership models, find out how it can work for your business


    Key Takeaways

    •Are you membership ready – the different types to consider
    •How to create a membership programme
    •Understanding the importance of member engagement
    •Why they join, why they leave
  • [Quickinar] What is Structured Content?
    [Quickinar] What is Structured Content?
    easyDITA and The Content Wrangler Recorded: Jan 21 2020 5 mins
    We demystify structured content — briefly explain what it is, why it's needed, and how it works.
  • [Quickinar] What is DITA XML?
    [Quickinar] What is DITA XML?
    easyDITA and The Content Wrangler Recorded: Jan 20 2020 7 mins
    Learn what DITA is and why you need it in less than ten minutes.
  • [Quickinar] What is a Single Source of Truth?
    [Quickinar] What is a Single Source of Truth?
    easyDITA and The Content Wrangler Recorded: Jan 19 2020 6 mins
    Learn why it's important to warehouse all of your content assets in a single, shared content repository.
  • [Quickinar] What is a Component Content Management System?
    [Quickinar] What is a Component Content Management System?
    easyDITA and The Content Wrangler Recorded: Jan 18 2020 6 mins
    We'll teach you what a component content management system is, why you might need one, who uses them, and for what purposes.
  • [Quickinar] What is Content Reuse?
    [Quickinar] What is Content Reuse?
    easyDITA & The Content Wrangler Recorded: Jan 16 2020 8 mins
    How should you reuse content? Copy and paste? Before doing that, consider the long-term health of your documentation. Structured content offers some incredible forms of content reuse that are fast, powerful, and sustainable.
  • A Masterclass in AI-Enabled Support Transformation
    A Masterclass in AI-Enabled Support Transformation
    Jessica Ruvalcaba, Relativity, and Judith Platz, TSIA Recorded: Jan 16 2020 44 mins
    Customers expect effortless, individualized interactions—on websites, in apps, and on the phone—and the companies who manage to leverage AI to meet these expectations are reaping business benefits and gaining competitive ground.

    In this 45-minute masterclass on support transformation, learn the steps that Relativity, a leading e-discovery software provider, took to create a more effortless service experience that has increased customer self-service success, reduced case resolution time by 33%, and empowered agents to do more meaningful work.

    Join Relativity senior manager of operations Jessica Ruvalcaba and TSIA vice president of Support Services Research, Judith Platz, to learn how you can:

    - Use AI to harvest data and customer intent, and stitch together experiences that are effortless and relevant for customers.
    - Create a culture and practice of knowledge sharing that will improve the customer and employee experience.
    - Get meaningful analytics to measure and continuously improve the customer experience.
  • Predictions 2020: IoT, Cloud and AI Tilt the Digital Industry Playing Field
    Predictions 2020: IoT, Cloud and AI Tilt the Digital Industry Playing Field
    Leif Eriksen, Insights Partner, Momenta Partners Recorded: Jan 16 2020 61 mins
    Digital Industry is fundamentally altering the dynamics of the industrial and infrastructure sectors. The rapid development of digital innovations – most notably the Internet of Things (IoT), cloud, and artificial intelligence (AI) – is radically redefining what is operationally possible while creating a great deal of organizational uncertainty and stress. Becoming defensive in the face of digital disruption will only delay the reckoning. The best strategy is to get ahead of the curve by creating a Digital Industry strategy that reflects the changes coming to your industry.

    Join leading Digital Industry practitioners as they help you understand the latest digital innovations and what they mean for organizations in the energy, manufacturing, transportation, and infrastructure arenas.

    Insights Partner Leif Eriksen will be moderating a roundtable discussion with other thought leaders including David Lafferty, President at Scientific Technical Services and Doug Harp, PE, Managing Partner at Momenta Partners.

    2020 will be a pivotal year for Digital Industry and understanding what it means for you, your organization, and your industry is critical to success.

    Are you ready?
  • 5 identity fraud predictions for 2020
    5 identity fraud predictions for 2020
    Dimi Radu - Senior Document Specialist | Simon Horswel - Senior Document Specialist Recorded: Jan 16 2020 49 mins
    Our document specialist team are our frontline against fraud. They analyse both genuine and fake documents from all over the globe to identify and highlight their weaknesses and strengths, so we can outfox the fraudsters.

    Following our 2019 Fraud Index, our experts look forward and sharing their predictions for 2020 in the world of identity fraud. Join us to learn what security threats and attack vectors will be making waves next year, what they expect to see more (and less of), and how you can protect yourself and your business.
  • [Quickinar] What is Multi-channel Publishing?
    [Quickinar] What is Multi-channel Publishing?
    easyDITA and The Content Wrangler Recorded: Jan 15 2020 5 mins
    Learn what multichannel publishing is and how it can help you serve up content on the web, in print, and beyond.
  • Expert Analysis on ServiceNow New York: Mobile, DevOps & Predictive Intelligence
    Expert Analysis on ServiceNow New York: Mobile, DevOps & Predictive Intelligence
    Sreeni Yallasir, Sr. ServiceNow Architect; Raghav Udupi, Sr. ServiceNow Architect; Stephen Makowski, ServiceNow Consultant Jan 28 2020 3:30 pm UTC 60 mins
    Although ServiceNow has already established itself as an industry leader leveraging its powerful modules and applications, they constantly expand their existing capabilities through new releases. ServiceNow’s latest release “New York” has been launched recently with multiple new features and products. In this webinar, we will conduct an expert analysis on new features and products from the New York release.

    Key takeaways from this session include:

    - Now Mobile App, Agent Mobile App, and Mobile Onboarding App
    - Transform the IT experience with ServiceNow DevOps
    - Guided App Creator
    - Integration Hub: Powerful Integrations & Workflow Automation
    - Predictive Intelligence
    - ITOM : Operational Intelligence
    - Scaled Agile Framework (SAFe)
    - Other new features on, SAM, PA, Service Portal and more
  • How the Top E-Commerce Stores are Handling Support
    How the Top E-Commerce Stores are Handling Support
    Julia Luce (Marketing at Simplr) and Andrea Paul (Content Marketing at Kustomer) Jan 28 2020 4:00 pm UTC 26 mins
    The good, bad, and ugly of online support. Kustomer's partner, Simplr, hired a 3rd party research firm to dig into how the top e-commerce stores are handling support. Tune in to hear who takes the cake and what consumers are expecting from the top retail brands.
  • The Common Services Data Model: What it is & Why You Should Care
    The Common Services Data Model: What it is & Why You Should Care
    Mary Vanatta, Larry Youngquist, Janeen Osselborn, Meghan Lockwood Jan 28 2020 6:00 pm UTC 60 mins
    On Tuesday, January 28th, our ServiceNow ITOM and ITBM experts will share what ServiceNow's Common Services Data Model (1.0 and 2.0) is all about and why you should care, including: 

    - Standard terms and definitions
    - Best practice for CMDB Data
    - Modeling and Data Management
    - Guidance on service modeling
    - Recommended mappings

    If you can't make it on the 28th but want to learn about the topic, you can still register now and we'll send you the on-demand recording to watch in your free time. 
  • AI and Analytics for Every Business Process
    AI and Analytics for Every Business Process
    David Gibbons, Senior Director, Product Marketing, Salesforce Jan 29 2020 10:00 am UTC 30 mins
    AI solutions at Salesforce promise to make companies more productive by augmenting the decisions they make with relevant information. But in practice, how can you deliver algorithmic insights at scale for your business at the moment of action? Join this session to see some real-world examples of data and analytics intelligence in action and hear from our customers to find out how they're optimising their business across industries, including financial services, to drive growth through data and analytics.
  • CX Transformation Approach for Telcos Using Design Thinking and Machine First™
    CX Transformation Approach for Telcos Using Design Thinking and Machine First™
    Dhananjay Hegde, Industry Transformation Group Lead, Cognitive Business, Communications, Media and Information, TCS Jan 29 2020 12:30 pm UTC 29 mins
    Digital orchestration is helping telcos reimagine customer journeys. Discover how leading telcos are setting the benchmark on reimagining customer experiences to retain market leadership, improve CX and reduce cost-to-serve by leveraging an automated, analytics-driven, on the cloud, non-intrusive intelligent customer experience center.
  • The ROI of Delivering Amazing Experiences featuring Forrester Research and USAA
    The ROI of Delivering Amazing Experiences featuring Forrester Research and USAA
    Ted Schadler, VP, Forrester (Guest Speaker) | Phil Leininger, SVP&GM, USAA| Sunil Karkera, Head, TCS Interactive Jan 29 2020 1:00 pm UTC 59 mins
    In this age of digital disruption, it’s time to redefine customer experience by leveraging technology, behavioral economics, and innovative ideas. Firms that move beyond the front end to enterprise transformation will realize the benefits.
    Join our guest speakers from Forrester Research, USAA and our TCS expert to discover how to deliver the digital experience your customers demand.
  • Augment Human Capability with Intelligent Automation for Superior ‘In Moment CX’
    Augment Human Capability with Intelligent Automation for Superior ‘In Moment CX’
    Geetali Raj, Head, Solutions & Presales – Intelligent Process Automation, Automation & AI, TCS Jan 29 2020 2:00 pm UTC 29 mins
    Happy employees make happy customers. Automation and AI play a significant role in enabling employees to provide an ‘In the Moment’ experience at every touchpoint in the customer journey. Learn how intelligent automation elevates the role in delivering seamless customer experience.
  • Embracing Predictive Banking: Loan Growth with Next Best Action
    Embracing Predictive Banking: Loan Growth with Next Best Action
    Dibyendu Mukherjee, Senior Consultant, Advanced Analytics and ML Solutions, Analytics & Insights, TCS Jan 29 2020 3:00 pm UTC 29 mins
    Traditional banks have access to rich customer data. But unless banks proactively leverage digital technologies and advanced analytics, the data fails to deliver ROI. Gain insights into how one bank is harnessing data with a Next Best Action approach to predict customer needs for personal loans and create a wealth of cross-selling opportunities.
  • Enterprise Grade Cloud for Omni-Channel Enterprise Businesses
    Enterprise Grade Cloud for Omni-Channel Enterprise Businesses
    Indu Malhotra, Head, Cloud Strategy and Key Engagements, TCS Jan 29 2020 4:00 pm UTC 29 mins
    A global retail chain is harnessing enterprise grade cloud to improve time to market and omni-channel experiences. Discover how the retailer leveraged Agile cloud infrastructure to provide ‘always-on’ capability, 30% lower operating costs, reduction in provisioning time from 48 hours to 15 minutes, and ~50% higher efficiency through automation.
  • Enhancing Quality of Customer Experience (CX) to Scale Digital Presence
    Enhancing Quality of Customer Experience (CX) to Scale Digital Presence
    Prabhakar Karamsetty, Global Head, Quality Engineering and Vimal Anand,CX Assurance – Product Partner,Quality Engineering TCS Jan 29 2020 4:30 pm UTC 29 mins
    In their journey to simplify a complex web landscape, a Canadian multinational media conglomerate leveraged TCS’ industry leading platform services to reimagine CX. Discover how the company is able to roll out their ‘first time right’ release with 65% automation and 95% compliance to regulatory needs, improving business outcomes.
  • Not just an App: Data Integration for Higher Connectivity, Loyalty & Engagement
    Not just an App: Data Integration for Higher Connectivity, Loyalty & Engagement
    Vinita Dargan, Solution Architect & API Pre-Sales Lead, Cloud Apps, Microservices & API, TCS Jan 29 2020 5:00 pm UTC 29 mins
    A life sciences leader arrested end user attrition by leveraging TCS' API-based mobile app for patients and professionals. Learn how data integration across digital channels and CRM systems is helping drive more personalized, engaged customer experiences, fostering greater connectivity and loyalty.
  • 3 keys to moving toward white-box, explainable AI
    3 keys to moving toward white-box, explainable AI
    Dataiku x VentureBeat Jan 29 2020 6:00 pm UTC 60 mins
    With black-box AI, people are refused or given loans, accepted or denied university admission, offered a lower or higher price on car insurance, and more, all at the hands of AI systems that usually offer no explanations. In many cases, humans who work for those companies can’t even explain the decisions.
     
    That’s why white-box AI is now getting heaps of attention. But what does it mean in practice? And how can businesses start moving away from black-box systems to more explainable AI? 
     
    We’ll delve into the three key components needed for white-box AI success: more collaborative data science, involving all teams from lines of business through IT; trust in data at all levels, including tools that
    can be used to increase transparency in data processes; and the role of education and the democratization of data. 
     
    And we’ll address why white-box AI brings business value in the first place and how it’s a necessary evolution for AI. Not only do customers care about explainable results of AI systems, but internally, white-
    box AI is less risky. Don’t miss this VB Live event on how to move towards explainable AI. 

    REGISTER FOR FREE

    Key Takeaways:
     
    + How to make the data science process collaborative across the organization 
    + How to establish trust from the data all the way through the model
    + How to move your business toward data democratization

    Speakers:

    + Triveni Gandhi, Data Scientist, Dataiku
    + David Fagnan, Director, Applied Science, Zillow Offers
    + Rumman Chowdhury, Global Lead for Responsible AI, Accenture Applied Intelligence
    + Seth Colaner, AI Editor, VentureBeat
  • The Secret Sauce to Better Leads and More Sales Revenue by leveraging LinkedIn
    The Secret Sauce to Better Leads and More Sales Revenue by leveraging LinkedIn
    Peter Strohkorb Jan 29 2020 9:00 pm UTC 60 mins
    If you are in a Sales role you must not miss this webinar on how to generate sales leads on LinkedIn.
    BUT THERE IS A TWIST.
    Unlike other forums, this is not about YOU learning how to do it yourself.
    Instead, Peter will show you how you can have a constant stream of high-quality engagements with your ideal prospects WITHOUT you having to do much work at all!

    So, if you are in Sales you must not miss this critical webinar. Book yourself in now.
  • Modernizing Data Architectures for a Digital Age Using Data Virtualization
    Modernizing Data Architectures for a Digital Age Using Data Virtualization
    Rick van der Lans, Independent Analyst, R20/Consultancy & Paul Moxon, VP Data Architectures & Chief Evangelist, Denodo Jan 30 2020 7:00 pm UTC 59 mins
    Success or failure in the digital age will be determined by how effectively organizations manage their data. The speed, diversity and volume of data present today can overwhelm older data architectures, leaving business leaders lacking the insight and operational agility needed to respond to market opportunity or competitive challenges.

    With the pace of today’s business, modernization of a data architecture must be seamless, and ideally, build on existing capabilities. This webinar explores how data virtualization can help provide a seamless evolution to the capabilities of an existing data architecture without business disruption.

    You will discover:
    -How to modernize your data architectures without disturbing the existing analytical workload
    -How to extend your data architecture to more quickly exploit existing, and new sources of data
    -How to enable your data architecture to present more low latency data

    Join this webinar and learn how data virtualization can be an essential part of your modernization strategy, and future-proof your data architecture to more easily support cloud, data science, self-service BI, and other initiatives that will ensure your organization’s success in the digital age.
  • Self-service 1.0 - A simple self-service implementation framework
    Self-service 1.0 - A simple self-service implementation framework
    Sanjeev NC, Product Evangelist, Freshworks Inc Feb 4 2020 5:00 pm UTC 45 mins
    It is no secret that organizations struggle with self-service adoption. Most ITSM software implementations revolve around workflows and processes and self-service is usually limited to a well designed (rarely) portal. There is minimal guidance on how to approach self-service implementation.

    In this talk, Sanjeev will talk about a framework he built that will help ITSM practitioners succeed with their self-service implementation. This talk will only focus on the practical steps involved in implementing self-service across four phases (Research, Design, Launch & Iterate)

    3 key take-aways:

    1) How to improve self-service adoption for your organisation

    2) Practical tips on implementing self-service

    3) Actionable tips to improve your employee experience
  • How AI and Automation Are Changing Customer Service as We Know It
    How AI and Automation Are Changing Customer Service as We Know It
    Taylor Lowe (Product Manager, Kustomer) & Gary McGrath (Success Operations Manager, Paddle) Feb 5 2020 7:00 pm UTC 28 mins
    It’s predicted that the use of AI in customer service will increase by 143% by late 2020. This means that AI is something that can’t be ignored, both on the business and consumer side.

    Taylor Lowe from Kustomer and Gary McGrath from Paddle dive into how AI and automation are changing customer service and what the future of customer service looks like. After watching this webinar, you will learn:

    - The rise and fear of artificial intelligence in the customer service space.
    - How AI and automation are currently being used for customer service.
    - How AI can support building relationships with your customers.
    - How AI is shaping the future of not only customer service but the role of the customer service agent of the future.
  • What to Look for in a Customer Service Software Solution
    What to Look for in a Customer Service Software Solution
    Gabe Larsen (VP of Growth, Kustomer) Feb 11 2020 6:00 pm UTC 60 mins
    Sixty-six percent of younger consumers believe that the customer is always right. This generation expects more from the brands they choose to engage with, wanting seamless, personalized service on every platform, instantaneously.

    Join Kustomer VP of Growth, Gabe Larsen, to discuss highlights from our newly released buyer’s guide, and understand how technology can enable you to deliver on customers’ growing expectations.

    In this webinar you will learn:

    -What makes a modern day customer service solution
    -What to look for in a customer-centric CS platform
    -How to measure the success of your solution
    -Why it is important to choose the right technology
  • 5 Reasons Why Remote Support and Access Management Are Critical
    5 Reasons Why Remote Support and Access Management Are Critical
    Josh Streets (Scoreboard Group); Bryan Hood (BeyondTrust); Roy Atkinson (moderator) Feb 11 2020 6:00 pm UTC 60 mins
    The modern organization needs to provide a reliable, secure way for customers, vendors, and remote employees to both access the resources they need to do their work, and to receive support where they are, when they need it. HDI’s annual research shows that Remote Control is the number 3 “must-have” for the support center. The research also shows that 39% of support tickets come from external customers and end-users.

    In this webinar, you will learn why it is important to:
    • Provide a mobile workforce with access and support
    • Grant external third parties such as vendors and auditors access to the specific resources they need—and only those resources
    • Provide full support to end users on multiple types of devices
    • Ensure the security of your organization’s data
    • Minimize risk from unnecessary privileged accounts
  • AI in Finance: How to Benefit from Conversational AI
    AI in Finance: How to Benefit from Conversational AI
    Frank Burnett-Alleyne, Director Banking & Financial Services, and Morgana Caldarini, Country Manager Italy Feb 12 2020 10:00 am UTC 45 mins
    AI is transforming almost every aspect of the Financial Services industry and possibly the highest profile of all is the way Conversational AI is being used to deliver services to both customers and employees.

    Think chatbots, intelligent Virtual Assistants and Digital Employees! They deliver significant cost savings and engage with your customers in a highly engaging way, they provide 24/7 personalized services to customers and employees alike and drive tangible market differentiation through initiatives such as ‘the world’s first virtual reality bank’.

    In this highly engaging webinar, Frank Burnett-Alleyne and Morgana Caldarini, two of Artificial Solutions’ leading AI Specialists in finance, will explore case studies from the industry on how Conversational AI is already benefiting BFSI organizations. They will discuss the results, so you have a better idea of what ROI you can expect, and will share practical advice on how best to implement Conversational AI within the financial services sector.

    This webinar will arm you with all the information you need to understand the ‘Why’, ‘How’ and ‘What’ you need to do to successfully implement Conversational AI in your organization.
  • Prognosis for UC Live Demo [February 2019]
    Prognosis for UC Live Demo [February 2019]
    IR Senior Solutions Engineer Feb 12 2020 4:00 pm UTC 30 mins
    Join our monthly live demo session of Prognosis for UC. The session is hosted by one of our Senior Solutions Engineers, providing an overview of Prognosis' capabilities to troubleshoot, monitor and optimize communications environments. With true multi-vendor visibility across Cisco, Avaya and Microsoft.

    The session also provides a great opportunity for live Q&A.
  • How to Become a Data-Driven Documentation Team
    How to Become a Data-Driven Documentation Team
    Joe Gelb and Lawrence Orin Feb 12 2020 6:00 pm UTC 60 mins
    In the world of technical communications, there's a lot of talk about content strategy. But what about the data you need to guide the decisions that drive that strategy? Documentation teams continue to deliver high volumes of content, but without meaningful data to gauge their productivity and measure success.

    Armed with the right data, forward-thinking companies are discovering the tremendous impact technical content has on customer enablement, self-service, support, marketing, and sales enablement.

    Join Scott Abel, The Content Wrangler, and Joe Gelb and Lawrence Orin of Zoomin, for this one-hour webinar and Q&A session.

    You'll see innovative examples of how to put data into action, and find out:

    – How to distinguish between useless analytics and actionable insights
    – How to supercharge your documentation team’s efficiency
    – How to demonstrate your impact on the organization and the trickle-down benefits for every other department, from product to marketing to support
  • Keep Up With Continuous Delivery
    Keep Up With Continuous Delivery
    Peter Cherns Feb 13 2020 3:00 pm UTC 30 mins
    Organizations today face unprecedented pressure to reduce bugs, technology glitches and other performance issues while also keeping up with ever-increasing expectations for continuous delivery. At the same time, the importance of providing a high-quality user experience at every interaction has never been more paramount.

    Regardless of whether it’s a banking customer accessing account information via a mobile app or a nurse entering critical patient data into a custom workflow, users will settle for nothing less than a seamless experience every time.  

    In this webinar, we will run through some of the latest enhancements of Eggplant's Digital Automation Intelligence platform, including:

    ● Testing real user journeys
    ● Rapid guided test case triage
    ● Intelligent test scheduling

    Learn how to keep up with continuous delivery. Register today!
  • Blockchain-led purposeful and profitable ecosystems
    Blockchain-led purposeful and profitable ecosystems
    TCS Feb 18 2020 1:00 pm UTC 29 mins
    Enterprises need to focus on 4 Ps - People, Planet, Purpose and Prosperity - to sustain in today’s era. The most impactful of all – Purpose - acts as a glue to build an incentivized intelligent & experiential ecosystem, powered by next-gen technologies such as blockchain. Learn how enterprises can develop a purpose-driven blockchain-led strategy.
  • The Inclusive Enterprise: Embracing Employee Diversity through Technology
    The Inclusive Enterprise: Embracing Employee Diversity through Technology
    Anantha P Sekar, Global Head and R Sasirekha Head, Technology Leadership Guild, Conversational Experiences,TCS Feb 18 2020 1:30 pm UTC 29 mins
    Advancements in conversational AI have enabled enterprises to be inclusive and ensure superior employee experience with efficiency and effectiveness. Gain insights into how this creates positive impact spanning diverse linguistic-ethnicity, special needs, multi-generational workforce, recruitment, mobile workforce, field force and corporate events.
  • Inclusive Design for a Digital World
    Inclusive Design for a Digital World
    Tim Peters, Content Strategist, TCS Interactive Feb 18 2020 3:30 pm UTC 29 mins
    Experiences designed for the majority no longer cut it. Learn how to build an inclusive customer experience that resonates and is not only inclusive but also accessible to all people. We’ll share key components of a strong CX experience, how to use new technologies to advance CX, and a view of where today’s global brands lie on the CX spectrum.