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Customer Experience

  • 10 Ways to Win the Hearts and Minds of more Customers
    10 Ways to Win the Hearts and Minds of more Customers
    Peter Strohkorb, Founder and CEO, Peter Strohkorb Consulting International Recorded: Mar 21 2019 57 mins
    Customers no longer want to be sold to. They now want sellers that help them to make an informed decision. But how do business leaders go about moving their business and their people into this new era?
    This webinar by internationally acclaimed SMarketing Expert Peter Strohkorb will give you 10 Action Points that you can implement in your business immediately.
  • The AI Advantage – Practical Steps Toward Realizing the Promise of AI
    The AI Advantage – Practical Steps Toward Realizing the Promise of AI
    Seth Earley, Founder and CEO, Earley Information Science, Tom Davenport, author of The AI Advantage Recorded: Mar 21 2019 48 mins
    Artificial Intelligence (AI) for organizations of all sizes is becoming more practical every day. Many successful implementations are having subtle, but far reaching implications for companies across industries. In this roundtable we will discuss:

    1. Where to begin looking for practical opportunities to leverage AI in your organization
    2. How market forces are driving this evolution
    3. Prioritizing incremental wins over big hit projects
  • Essential SaaS benchmarks for a competitive advantage
    Essential SaaS benchmarks for a competitive advantage
    Recurly Recorded: Mar 21 2019 61 mins
    The competition is coming. By 2020, eighty percent of SaaS players will move to a subscription-based model, which means your success strategies have to evolve — and that includes the all-important fundamental: how your subscriptions are structured.

    Your subscription pricing and plan structure have a profound impact on subscriber acquisition and retention, and once you nail the formula, you'll see revenue increase. Do you choose an annual or monthly plan? Offer a trial or discounts?

    This is where a test plan is critical. Combined with benchmark data, you can test and iterate your way to the right pricing and plan structure. And when important decisions are backed by comprehensive benchmark data, you’re far more likely to see an increase in adoption and revenue.

    Join this VB Live event to discover essential SaaS benchmarks and best practices to maximize revenue, improve acquisition, and spur adoption.

    Registration is free!

    Attendees will learn:

    * Important SaaS benchmarks by industry segment
    * How to structure your SaaS subscription plans and pricing to maximize revenue and retention
    * How successful SaaS companies use a test, learn, and iterate framework to optimize revenue
    * The key metrics — and reports — to monitor for success and maximum LTV
    * The results of an in-depth case study on SaaS testing and pricing

    Speakers:
    *Panelist: Emma Clark, Chief of Staff, Recurly
    *Moderator/Analyst: Sean Joyce, Recurring Revenue Technologies, Navint
  • Reimagining Identity Management
    Reimagining Identity Management
    Husayn Kassai (Onfido), Jeremy Grant (The Better Identity Coalition), Nathan Spanier (Remitly), Neil Chapman (ForgeRock) Recorded: Mar 21 2019 45 mins
    Our panelist will discuss:
    -The benefits of a secure digital identity system
    -Where does blockchain come into play?
    -Cutting through the hype: real use cases
    -Reducing risk and mitigating fraud
    -New advancements in biometrics
  • Onfido Product Demo: Identity Verification in action
    Onfido Product Demo: Identity Verification in action
    Joel Sacmar, Solutions Engineer & James Hiller, Account Executive Recorded: Mar 21 2019 19 mins
    Watch product demo to see the latest and greatest from Onfido. During the session we'll showcase our product in action, showing you how our AI-based technology can safely and smoothly verify identities in seconds.

    Watch the demo to see:
    - How our identity record, document and facial verification checks work
    - How our SDKs, APIs and dashboards work on web and mobile.
    - Insights into how we process checks in the backend
    - What a frictionless verification process looks like for your users.
  • How to Build a CX Dashboard that Drives Better Results
    How to Build a CX Dashboard that Drives Better Results
    Lauren Volpe (Fareportal); Shorit Ghosh (Clarabridge); Erica Marois (ICMI Moderator) Recorded: Mar 20 2019 61 mins
    According to 2018 ICMI Research, customer experience strategy is a top priority for contact center leaders this year. The challenge? Determining which KPIs to use to track success, and interpreting all the data already available to drive meaningful results.

    Join us on March 20 as we walk you through the ins and outs and CX metrics, and help you discover new ways to understand even the most complex customer feedback. We’ll also show you how the contact center can deliver actionable insights that will fuel success across the rest of the business.

    During this webinar, you will learn:
    - How to determine the right mix of CX metrics for your team
    - How to design dashboards that measure what matters most to customers and inspire agents to deliver
    - How to better leverage contact center data to drive operational excellence

    Join us for an interactive and informative hour, filled with practical tips, and complete with live audience Q&A.
  • How to Avoid Unexpected Leaks in Your Market Research Budget
    How to Avoid Unexpected Leaks in Your Market Research Budget
    Justin Ethington, Thought Leadership Market Research @ Qualtrics Recorded: Mar 20 2019 21 mins
    Learn to anticipate and minimize the unexpected costs of market research. We’ll address some costs you can expect, some costs you probably don’t expect, and we’ll identify cost-saving actions you can take to make your market research budget plan.

    What you will learn from this webinar:
    * How to anticipate and minimize the unexpected costs of market research
    * How to address some costs you can expect and some costs you probably don’t expect
    * How to identify cost-saving actions you can take to make your market research budget plan
  • Driving Value From Digital Transformation
    Driving Value From Digital Transformation
    Ian Matthews, NGDATA and Richard Holland, London Borough of Waltham Forest Recorded: Mar 20 2019 39 mins
    Applying Technology and Best Practices to Drive
    Meaningful Outcomes for Customers, Residents and Staff

    We are now in the Digital Economy, and that means needing the most accessible and actionable customer data. Today’s consumers demand a unified, omni-channel experience provided by everyone they engage with, from their banks to local government. But, it’s impossible for organisations to create this when their data exists in silos. To create that seamless, connected customer experience, you need unified data – and to be able to take action on that data to give meaningful outcomes for your customers.

    Join Ian Matthews, Data Evangelist at NGDATA, and special guest, Richard Holland, Assistant Director Technology Innovation at London Borough of Waltham Forest, for a dynamic and informative webinar on using big data and analytics to support digital transformation.
  • Fix your Leaky Onboarding Funnel with Online Identity Verification
    Fix your Leaky Onboarding Funnel with Online Identity Verification
    Dean Nicolls, VP of Marketing, Jumio Corp. Recorded: Mar 20 2019 26 mins
    Customer acquisition is top of mind for most financial service organizations and their boards. Normally, when banks and other financial service institutions think customer acquisition, they think about launching a new advertising campaign with the hope of driving more online or in-branch traffic -- but these campaigns are iffy at best.

    Instead, why not rethink your online account opening process where FSIs lose about 20% of their prospects through abandonment. If you can plug that leaky funnel, you will see an immediate improvement in customer acquisition.

    Join us for this informative “how-to” webinar and discover how to…

    - Dissect the abandonment problem
    - Reduce the number of identity verification screens & clicks
    - Cast a wider net with omni-channel verification
    - To say “no” to verification “maybes”
  • Journeys in transformation - Talent in the digital age
    Journeys in transformation - Talent in the digital age
    Genpact CDO Sanjay Srivastava, Elizabeth Lyle of BCG, David Crawford of Heidrick & Struggles, Brinda Murty of Genpact Recorded: Mar 19 2019 40 mins
    Today’s enterprises are not only thinking about how to progress with the latest technology and tools, but also how to cultivate the right talent. In the third installment of his “Journeys in Transformation” webchat series, Genpact Chief Digital Officer Sanjay Srivastava explores the talent part of the digital equation, including what does leadership looks like, how to establish a solid foundation for talent, and what are the key skills in the digital age. Joining him in the discussion are: • Elizabeth Lyle, Partner and Managing Director of Boston Consulting Group (BCG) • David Crawford, Regional Managing Partner of Heidrick & Struggles • Brinda Murty, Senior Vice President, Digital, of Genpact
  • ServiceNow Madrid: Mobile Studio, Agent Workspace, HR & CSM Updates
    ServiceNow Madrid: Mobile Studio, Agent Workspace, HR & CSM Updates
    Adam Mason, Carleen Carter, Ken Michelson, Meghan Lockwood Recorded: Mar 19 2019 62 mins
    Acorio Executives will chat all about ServiceNow Madrid. Join the webinar to learn about:

    - The Top Platform Enhancements: Mobile Studio, Agent Workspace, Service Portal, Flow Designer, Automated Testing Framework, Custom App Licensing
    - Improvements & Updates in HR, CSM, Problem Management, and Software Asset Management License Workbench
    - Upgrading the right way
  • Keeping Remote Support Simple: The Key to Productivity and Engagement
    Keeping Remote Support Simple: The Key to Productivity and Engagement
    Roy Atkinson (HDI), Kyle Turner (LogMeIn) Recorded: Mar 19 2019 52 mins
    We all know that remote support is a critical piece of the support ecosystem. Keeping tools simple and easy to use, both individually and as a whole suite, is a key component to staff and customer engagement and satisfaction.

    Whether we're talking about internal employee support or external customer support, making support as fast and easy as possible is essential. But support staff often have to have multiple screens open for multiple tools, and moving from one to the next can be frustrating and can contribute to human error. Integrated tools help to streamline the work and the workflow, save time for staff and customers, decrease effort, reduce human error, and save money.

    What You Will Learn:
    - Why remote control is one of the top three “must-have” technologies for successful support
    - How “tool sprawl” gets in the way of effective, efficient support
    - How simplicity helps across the board, with employee satisfaction and customer satisfaction

    Who Should Attend:
    - Service desk/support center directors, managers, supervisors, and team leads
    - Support organization leaders
  • Planning for a DITA Implementation
    Planning for a DITA Implementation
    Stephani Clark, Head of Customer Success Recorded: Mar 19 2019 60 mins
    It’s pretty easy for many organizations to recognize the benefits of moving their content into DITA. However, once you’ve decided to make the move to DITA and selected a tool for authoring and content management, you’ve only gotten past the first hurdle. Now you have a DITA implementation to plan. A well-planned implementation can result in significant savings, in costs, resources, productivity, and stress!

    Join Paul Perrotta, The Technical Communication Wrangler, and his special guest, Stephani Clark, Head of Customer Success at Jorsek LLC, for this free, one-hour webinar. Stephani will outline the major aspects of a DITA implementation and what you should plan for when embarking on a DITA implementation.
     
    In this session, you will learn how to build a timeline, plan, and budget for your implementation, focusing on:

    1) Information architecture
    2) Content strategy
    3) Content conversion
    4) Development of published outputs
    5) Training requirements
    6) Expectation and resource management

    ABOUT STEPHANI CLARK

    Stephani Clark is Head of Customer Success at Jorsek, the makers of easyDITA. She works to train and assist users of easyDITA’s software. Stephani is experienced in planning and overseeing DITA implementations and constantly works to identify ways to improve the customer experience.

    Before she worked for easyDITA, Stephani spent over ten years working in the energy efficiency industry. During that time, she worked in sales management, operations, and project management. Stephani also developed the company’s training program and served as their National Training Administrator.

    Stephani lives in Rochester, NY with her husband and three-year old son. Stephani enjoys spending time with her family, cooking, reading, traveling, and organizing anything and everything.
  • Conversion Rate Optimization through Web Performance
    Conversion Rate Optimization through Web Performance
    Alex Painter, Eggplant Recorded: Mar 19 2019 14 mins
    Why do customers abandon purchases?
     
    Poor-performing pages in the conversion funnel can leach success from an otherwise effective marketing campaign.
     
    In this webinar, we’ll show you how an often-overlooked factor can cause people to drop out before completing a sale and how to identify problem pages quickly and easily.
     
    Finally, we’ll bring you simple but powerful and rarely used techniques for slicker user journeys that deliver real, measurable improvements in conversion.
  • Journeys in transformation - Getting ready for AI: Data lakes or a big swamp
    Journeys in transformation - Getting ready for AI: Data lakes or a big swamp
    Genpact CDO Sanjay Srivastava,Barbara Stortz, Data Science Leader,Microsoft,Tushar Shah,VP, Paypal,Amaresh Tripathy, Genpact Recorded: Mar 19 2019 51 mins
    If data is indeed the gold that enterprises mine on their way to an AI-first world, how do we extract, refine and make it available it in the most efficient manner? Too often options are fuzzy, opportunity costs are high, and mistakes very expensive. And visions of beautiful data lakes end up in expensive and never ending swamps. Genpact CDO Sanjay Srivastava talks to Barbara Stortz, Data Science Leader at Microsoft; Bhaskar Ghosh, Partner and CTO at 8VC; Tushar Shah, VP Enterprise Services Platforms at Paypal, and Amaresh Tripathy, Analytics Services leader at Genpact to explore the world of data swamps.
  • Preventing Magecart—stopping the exfiltration of sensitive data from the browser
    Preventing Magecart—stopping the exfiltration of sensitive data from the browser
    Andy Wyatt, Sr. Product Marketing Manager, Instart Recorded: Mar 14 2019 38 mins
    Regardless of how Magecart infects your website, preventing your customers' credit card numbers from being skimmed is the only way to actually protect your website and your customers.

    Looking at Magecart through the lens of E-Commerce, in this webinar you will learn:
    - What the Magecart vector of attack is and how it is notably different than traditional breaches
    - How this vulnerability is impossible to solve with the current security tools and infrastructure
    - Why preventing data exfiltration from the browser is the only way to fully protect yourself from Magecart
  • Why you need a performance budget for third-party tags
    Why you need a performance budget for third-party tags
    Andy Wyatt, Sr. Product Marketing Manager, Instart Recorded: Mar 14 2019 37 mins
    How do you create and implement a performance budget for third-party tags in e-commerce?

    Over half of the content on most modern websites now originates from third-party services. This increased reliance on third-parties means the performance, reliability, and experience of a website is very dependent on the performance of its third-party services.

    Managing, monitoring, and ensuring the performance and reliability of these services has become an immense challenge in e-commerce. Since multiple teams within your organization can add new third-party services - and these third-party services exist outside of your dedicated monitoring and control systems - it's crucial you keep a close eye on it.

    During the webinar, you’ll learn:

    - Why a performance budget can improve the reliability and performance of your e-commerce site
    - How to gather data on the performance of your third-party tags
    - How to add new tags or audit your existing tags in a consistent manner
  • 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: Mar 14 2019 57 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 Trust – is Identity the New Perimeter?
    Digital Trust – is Identity the New Perimeter?
    Mary Writz, ForgeRock and Mark Child, IDC Recorded: Mar 14 2019 39 mins
    In today’s digitally transformed world, digital trust is a prerequisite for doing business that is hard to earn but very easy to lose.

    New technologies bring many ramifications from a security perspective. The number of devices and environments to protect continues to grow, complexity increases, but the traditional security perimeter is no longer an option.

    Continuous Innovation drives change in how we think about identifying users and securing systems. In this world, identity becomes the new perimeter for securing digital assets, and can even enable us to infuse continuous risk assessment into authorization decisions. The demands of a friction-free digital experience can certainly make this task more challenging, but there are ways to strategically approach the convergence of Identity, Security and Fraud.

    Mary Writz, ForgeRock and Mark Child, IDC share their view on Digital Trust and Identity as the New Perimeter and go deeper into:

    The importance of organizations approaching identity in the DX era with clear goals and a strategic vision

    The trends that allow for analysing context in order to add more security, on an ongoing basis, to authentication and authorization enforcement points

    Innovative ways to connect identity platforms to a fraud engine and using an identity proxy to redact data based on risk scores
  • A Discussion with Greg Alcorn, President of GCS
    A Discussion with Greg Alcorn, President of GCS
    Greg Alcorn Recorded: Mar 13 2019 14 mins
    View our discussion with Greg Alcorn, President of GCS, about his new book focused on applying “soft skills”. It’s loaded with mostly personal examples, helpful hints, and common-sense principles. The subjects and principles apply to ALL types of relationships – friends, family, and business.
  • Building Your CX of the Future -- Interview with Chris Bauserman, NICE inContact
    Building Your CX of the Future -- Interview with Chris Bauserman, NICE inContact
    Chris Bauserman, VP Segment and Product Marketing, NICE inContact Recorded: Mar 13 2019 7 mins
    How can you progress CX and what are the first steps you should take to do so? Watch this brief interview between CCNG and NICE inContact where we share some highlights for our upcoming webinar on May 16, 2019.

    Join us for this interactive discussion where we will break into bite size pieces what steps you should be taking to build your CX of the future.

    Key Takeaways include:
    - What do your customers think?
    - Maturity Model - Where do you stack up?
    - What is the framework for your personalized road map to building your CX of the future?

    To register for this webinar, click the "Attachments" tab, and then click the webinar registration link. We'll see you there!
  • What’s Up, Doc(s)? Bringing the Global Personalization Trend into Documentation
    What’s Up, Doc(s)? Bringing the Global Personalization Trend into Documentation
    Joe Gelb & Lawrence Orin Recorded: Mar 13 2019 58 mins
    Personalized content is all around us. Google search results are personalized. Online shopping sites offer intelligent recommendations to up-sell the customer with products they might want. Banks, travel services, hotels, newspapers, streaming television networks, and social media feeds — everywhere you look, personalization is the way content is delivered today.

    So why is technical documentation still stuck in the Dark Ages, with manuals, chapters, and static text?

    Join Paul Perrotta, the Technical Communication Wrangler, and his special guests, Joe Gelb, Founder and President of Zoomin Software, and Lawrence Orin, Product Evangelist at Zoomin Software for this free, one-hour webinar from The Content Wrangler.

    During the webinar, Joe and Lawrence will explore how we can bring various personalization methodologies in use today into the technical documentation space to offer users recommended and personalized product content. They will also explain how some of the world's fastest growing brands leverage technical product content to improve customer experiences, and ultimately, increase customer satisfaction.
  • Prognosis for UC Live Demo [March 2019]
    Prognosis for UC Live Demo [March 2019]
    IR Senior Solutions Engineer Recorded: Mar 13 2019 36 mins
    A live demo of Prognosis for Unified Communications, hosted by one of our Senior Solutions Engineers.
  • 7 Mythen um elektronische Signaturen aufgedeckt.
    7 Mythen um elektronische Signaturen aufgedeckt.
    Gregor Kolk (Business Development Lead, Adobe) & Ulrich Isenmeyer (Senior Business Development Manager, Adobe) Recorded: Mar 13 2019 55 mins
    Um die Rechtskräftigkeit, den Mehrwert und die Sicherheit elektronischer Unterschriften ranken sich hartnäckige Mythen, die viele Entscheider zögern lassen.

    Tatsächlich sehen Digitalisierungsexperten E-Signaturen aber längst als das Schlüsselelement für komplett digitale Unternehmensprozesse, die heute als Grundlage langfristiger Kundenbindung und Effizienzsteigerung gelten.

    „Sign-Up 2019: Facts“, der zweite Teil unserer Webinar-Serie räumt mit den Mythen um E-Signaturen auf. Im Dialog behandeln unsere Experten Fragen wie:

    •Sind elektronische Unterschriften nur ein Nischenthema?
    •Wie gestaltet sich der Aufwand für Unternehmen und Anwender?
    •Und: Ist Ihre Unterschrift in der Cloud wirklich sicher?
  • Embedding Quality Engineering in DevOps Pipeline
    Embedding Quality Engineering in DevOps Pipeline
    Jayanthi Jayaraman, Test Automation Consultant, Aspire Systems ; Clinton Sprauve, Director of Product Marketing, Sauce Labs Recorded: Mar 12 2019 50 mins
    Aspire and Sauce Labs are jointly conducting this webinar on the topic ‘Embedding Quality Engineering in DevOps Pipeline’. This webinar is aimed at helping organizations understand the importance of Continuous Testing in a DevOps environment and how it can be integrated with cloud environments.

    Key Takeaways:

    •Different Dimensions of Quality Engineering
    •How Continuous Testing can Make or Break your DevOps Pipeline
    •Integrating Continuous Testing with Cloud Environments
    •Recommended Tools and Techniques
    •Sample Use Cases
  • AI-based Fraud Detection & Verification: Why Identity is the Key to Access
    AI-based Fraud Detection & Verification: Why Identity is the Key to Access
    Husayn Kassai (Onfido) & Marianna Rossell (BrightTALK) Mar 26 2019 4:00 pm UTC 28 mins
    Identity fraud is one of the fastest growing crimes across the globe. Financial institutions are at an even greater risk due to the sensitive data and assets that they protect. Join this session where we will discuss:

    -What are the problems with current methods of identity verification?
    -How can a hybrid human-AI approach mitigate common risks?
    -How will we be able to use our identities in future?
    -What are the benefits of biometrics, machine learning, and facial liveliness?
  • How to Improve Software Engineering with DevOps Orchestration and Feedback Loop?
    How to Improve Software Engineering with DevOps Orchestration and Feedback Loop?
    Sridhar Prabhakar – Sr. Software Engineering Consultant, Althaf Ali - DevOps Solutions Architect Mar 26 2019 5:00 pm UTC 60 mins
    In grand finale of the webinar series ‘4 dimensions of DevOps’, we will conclude by discussing the importance of the fourth and final dimension – Orchestration and Feedback Loop. We would also offer the viewers a sneak peek into our DevOps Template rule engine that has the ideologies embedded. These are the DevOps essentials that we follow in our projects to help us streamline the DevOps Pipeline and deliver high ROI to our customers.

    In a nutshell, this session will offer the following takeaways:

    1. Introduction to the fourth dimension – orchestration and feedback loop.

    2. Why is it important and How does it affects the parameters of a developers requirement?

    3. How Aspire's inference engine applies rules to arrive at a template for a given DevOps project.

    4. Benefits of using this approach to help you make decisions faster and build products that meet your customer needs.
  • Understanding U.S. SMS Compliance
    Understanding U.S. SMS Compliance
    Sheila Jambekar, Associate General Counsel @ Twilio & Pranav Deshpande, Sr. Product Marketing Manager @ Twilio Mar 26 2019 5:00 pm UTC 57 mins
    The business SMS messaging ecosystem is complex and can easily seem overwhelming. Sending a message to the wrong person–at the wrong time–may not only affect your customer’s experience, but could also put your business at risk of legal action.

    Buzzwords like opt-in, opt-out, P2P, A2P, TCPA, and the CTIA can make the idea of sending messages to customers that much more daunting. On the other hand, a welcome text message to the right person can be a powerful and effective way to communicate with your users.

    In this webinar, we’ll touch on:

    -The basics of messaging compliance
    -The in's and out's of U.S. regulations
    -Expert advice from helping thousands of companies deliver powerful communications experiences
  • Ask the Biometrics Expert: Q&A on the current state of Biometrics
    Ask the Biometrics Expert: Q&A on the current state of Biometrics
    Susana Lopes, Biometrics Product Manager & Niamh Cassidy, Head of Content Mar 27 2019 4:00 pm UTC 21 mins
    Biometric technology has been gathering traction and is becoming almost ubiquitous across a range of industries and applications. But how does it work, what are the benefits, and what do businesses need to look at when implementing the technology?

    Watch this Q&A with Onfido’s biometrics expert, Susana Lopes, to learn:
    The new trends and tech that are seeing biometrics replace traditional identifiers
    Why a single biometric isn’t a silver bullet, and why multi-factor doesn’t always mean more secure
    The difference between behavioural and biological biometrics, and which will work best for your users
    What should be on your checklist when implementing biometric solutions.
  • The Journey to Microsoft Teams
    The Journey to Microsoft Teams
    Richard Smith, Global Microsoft Alliance Director | Dave Bottomley, Senior Solutions Engineer Mar 28 2019 3:00 pm UTC 45 mins
    When Microsoft Teams was announced in March 2017, it left organizations grappling with the challenge of how they might integrate Microsoft's new collaboration tool in to their environment. This was accelerated when later that year, Microsoft advised Skype for Business would eventually be replaced by Teams.

    Many organizations were left with fundamental questions on how to manage their unified communications and collaboration environment moving forward. What to move from on-premises and when? How to ensure the network can manage the transition? What investment was required? What measures to put in place to ensure adoption of the new technology?

    To assist organizations deploying or considering Microsoft Teams we have developed a three part webinar series, to tell the story of one organizations journey to adopting Teams in their environment.

    Part one will take an in-depth look at the planning phase of the project:

    - Planning for success
    - Envisioning stage
    - Assessment stage
    - Design stage
  • Optimize Cost of Quality for Retail Solutions using Incremental Test Automation
    Optimize Cost of Quality for Retail Solutions using Incremental Test Automation
    Bhanuprakash Pitchu, Test Automation Consultant - Retail Mar 28 2019 5:00 pm UTC 60 mins
    This webinar is aimed at helping organizations understand on how to reduce the cost of quality through selective and incremental test automation and improve the ROI by driving the automation development based on not only the test coverage, but the business needs as well.

    Join Bhanuprakash Pichu, an experienced Test Automation consultant who has handled large scale Software Test Automation projects from Inception to Deployment, for this session on how retailers can gain the best out of Test Automation using a Digital Commerce quality automation framework.

    In this webinar, retailers will learn,

    •Impact of quality on cost
    •How to handle the ever-increasing test coverage with advent of multiple devices as online shopping platforms
    •Cloud device platform as a solution to address this growing coverage
    •Walk-through of Digital Commerce quality automation framework
    •Recommended tools and methodologies
    •A sample use case showing the reduction in cost
  • Best Practices for Research Sample
    Best Practices for Research Sample
    Aleksandra Polovina, Head of Brand Research @ Qualtrics Mar 28 2019 5:00 pm UTC 41 mins
    It’s easier than ever to reach people, but are you reaching the right people? Join us as Aleksandra Polovina discusses what research sample is, how it is sourced, and why it is so important. Also learn best practices for optimizing your survey experience, incentives, and sampling.

    What you will learn from this Webinar
    * What is research sample and how is it sourced?
    * Best practices for data quality, including sourcing, incentives, and survey flow
    * Overcoming sampling pitfalls for brand trackers
    * Your 3 options for sourcing respondents
  • Is the Disconnect Real? Marketers, Consumers and Customer Experiences
    Is the Disconnect Real? Marketers, Consumers and Customer Experiences
    Michael Barnett, Special Projects Editor @ Marketing Week, Sylvia Jensen, VP of Marketing @ Acquia & Regina Corso Consultant Apr 3 2019 10:00 am UTC 44 mins
    Find out what consumers in the UK think about customer experiences, and how closely marketers’ perceptions align with them.

    This webinar, hosted by Acquia, Marketing Week and Regina Corso Consulting discusses the results of a global survey among consumers and marketers, looking into how much those in the UK agree or disagree on customer experiences – and how that compares to worldwide trends.

    We focus on the expectations that consumers have with regard to these experiences, if marketers feel the same way and if reality supports these expectations.
  • The Business Value and Bottom Line Impact of Taxonomy
    The Business Value and Bottom Line Impact of Taxonomy
    Seth Earley, CEO, EIS & Carla Pealer, Taxonomy Consultant, EIS Apr 3 2019 5:00 pm UTC 52 mins
    Business agility rests upon a well-architected environment of business processes, workflows, and communications.

    So how does taxonomy fit in? It’s everywhere - taxonomy is the foundational building block that improves efficiencies, collaboration, and cost reductions across the enterprise. And the more agile you are, the better opportunity you have to compete and win.

    In this webcat you will learn:

    • Industry-agnostic best practices to boost your bottom line and beat your competition through taxonomy design and semantic integration
    • How taxonomy design enables customer acquisition, search relevancy, structured data, faster time to market, asset reuse, and more.

    Speaker: Carla Pealer, Consultant, Earley Information Science
  • Understanding Digital Transformation
    Understanding Digital Transformation
    Tim Gogal, Director US East Digital Engagement, Avaya Apr 3 2019 6:00 pm UTC 59 mins
    As customer service professionals, we sit in the midst of the most important paradigm shift within the industry today – the Digital Transformation. This shift has brought more focus on and relevance of the business potential of contact centers than ever before. In this session, we’ll take a look at why Digital Transformation matters, what it means, and how organizations are successfully redefining their contact centers for extended reach and impact. No longer can we hide behind old technological limitations that may have prevented responsive, personal interactions. Today customers are demanding great experiences and are driving change. Either we give them the TLC they are looking for…. or our competitors do it for us.
  • Intelligent Test Automation SAVES LIVES
    Intelligent Test Automation SAVES LIVES
    Max Gerrard - VP, Global Technical Services Apr 4 2019 2:00 pm UTC 45 mins
    Does your software work?

    For some, software affects business outcomes like conversions and revenue.

    For others, software can ensure a patient is properly monitored in the hospital or an astronaut safely returns to Earth from a mission.

    Traditionally testing and monitoring have been used to check if software "works" without looking at the implications. And that's a problem.

    It means that software is released on the strength of being ‘good enough’ from a technical viewpoint, without necessarily doing what it needs to do for the organization.

    The solution?

    Link intelligent test automation in dev with monitoring of real user behavior in live – and associate both with business KPIs. This includes using AI-assisted testing to diagnose functionality, performance and usability issues, and predicting the success of an app on release.

    For a retailer this could mean boosting revenue and saving costs. For a healthcare provider it could mean saving lives.

    In this webinar we’ll show you how organizations such as Cerner, Citibank, and Walmart have used this approach to improve performance by 23%, increase app store rating from 3 to 4.5 stars, and cut the cost of testing by 47%.
  • Streamlining Your Release Notes Process
    Streamlining Your Release Notes Process
    Jarod Sickler Apr 9 2019 5:00 pm UTC 60 mins
    Release notes are a crucial part of customer communication for product companies. It seems too many organizations either do the bare minimum and hope no one notices, or simply accept an inefficient and expensive process. At Jorsek LLC, makers of easyDITA, they’ve been working on their release notes process for easyDITA and they have made some big improvements.

    Join Paul Perrotta, The Technical Communication Wrangler, and his special guest, Jarod Sickler, Customer Success Manager for Jorsek LLC, for this free, one-hour webinar. Jarod will take you through Jorsek’s process, tools, and results for the creation and production process for release notes.

    ABOUT JAROD SICKLER:

    Jarod Sickler is a Ph.D. candidate at the University of Rochester and an Information Developer at Jorsek LLC, makers of easyDITA. Most of Jarod’s time is revolves around developing clear, precise, and concise content and arguments. Any remaining time, Jarod spends in the outdoors, with his family, climbing rocks and ice.
  • Accelerate Sales Growth by Streamlining Customer Experiences
    Accelerate Sales Growth by Streamlining Customer Experiences
    Docusign Apr 10 2019 5:00 pm UTC 60 mins
    Customers choose to work with you not just based on what you deliver, but how you deliver it. Traditionally the big guys have had the advantage in resources and personnel. But with the digitization of customer communications, sales processes, and customer service, small and medium-size companies can now do more than catch up -- they can compete.

    Affordable, accessible business technology is at your fingertips, and it can help you manage prospect and customer relationships in a way that feels personalized, accelerate business workflows and processes, and not just meet but exceed customer expectations while you boost your sales growth.

    To learn more about how technology is transforming the way SMBs do business, 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 deliver success across the entire customer lifecycle from lead to retention
    * How to configure, price, and quote complex deals, fast and efficiently
    * How to accelerate business by closing deals with instant sign-offs on agreements
    * How customer-focused organizations win business with personalized experiences



    Speakers:

    * Katie Foote, Vice President, Demand Generation for Small Business, Salesforce
    * Dave Simon, Vice President, Small Business Sales, DocuSign
    * Stewart Rogers, Analyst-at-Large, VentureBeat
    * Dave Clark, Host, VentureBeat



    Sponsored by DocuSign
  • The Value of Visual Content and a Simplified User Interface
    The Value of Visual Content and a Simplified User Interface
    Scott Abel, The Content Wrangler & Daniel Foster, TechSmith Apr 10 2019 6:00 pm UTC 59 mins
    It can be difficult to onboard users to new and complex interfaces and workflows. New research shows that images and video enhance understanding and retention of complex information and tasks and can even increase productivity, but software often changes quickly and requires regular updates and localization. How can we leverage the power of visual communication without having to constantly localize new visual content?

    Join Scott Abel, The Content Wrangler, and his special guest, Daniel Foster, Strategy Lead for TechSmith, for this free one-hour webinar. Daniel will show you how a Simplified User Interface helps you create powerful and useful images to help your users better understand your content, while extending its shelf life and often eliminating the need for localization.
  • Customer Service-How IBM's Agents & Mobile Workers Deliver Intelligent Service
    Customer Service-How IBM's Agents & Mobile Workers Deliver Intelligent Service
    Joanna Dapkevich, VP, Support Tooling and Watson Innovation, IBM Lily Ryzebol, Offering Manager, Watson in Support, IBM Bob F Apr 16 2019 2:00 pm UTC 60 mins
    IBM, a 105-year-old company, transformed its customer support channel for over 22,000 agents. To evolve its business and drive new levels of engagement, IBM partnered with Salesforce to support its service transformation, create a consistent agent experience, and drive greater value to customers globally.

    Join us for an in-depth look at how IBM reinvented its 50+ year old ticketing system, now powered by AI, and how it uses Watson and Salesforce to deliver outstanding customer service. Also, learn about its breakthrough initiatives using Community Cloud to build a digital front door for its customers and Field Service Lightning to manage complex remote deployments around the world. Finally, plan how you can launch your own transformation with lessons learned and best practices from IBM.
  • The Digital Media Challenge: Turn Content Consumers into Subscribers
    The Digital Media Challenge: Turn Content Consumers into Subscribers
    Eric Fullerton, Product Marketing Manager, Acquia & Myles Davidson, Managing Director, Inviqa Apr 17 2019 9:00 am UTC 56 mins
    Today’s entertainment and media consumers expect an increasingly intuitive, fully personalised digital experience. In order to keep up, savvy media and publishing companies aren’t asking whether or not they need to transform. They’re figuring out how to gain better control of their brand’s digital assets, and how to use analytics and insight to drive the most effective prospective and converted customer journeys.

    Join Acquia and our expert partner Inviqa as we uncover topics such as:

    - The challenges and opportunities for media organisations looking to grow their reader revenue
    - Strategies and success stories for converting digital audiences into engaged subscribers
    - How you can deliver the right content, on the right channel, and at the right time
    - Discussing the steps for creating a personalised customer experience
  • Supporting Distance Learners Through Remote Support: The SNHU Story
    Supporting Distance Learners Through Remote Support: The SNHU Story
    Michael O’Leary (Southern New Hampshire University), Roy Atkinson (HDI) Apr 23 2019 5:00 pm UTC 60 mins
    More and more students are taking advantage of online college resources, often in the form of distance learning programs. In fact, a 2018 study by the Babson Survey Research Group found that distance program enrollments have increased for 14 consecutive years. The total distance learning population is now well over 6 million students, and those students depend on robust, reliable technologies, tools, and support to enable their education.

    In this interview with Michael O'Leary, Client Services Manager at Southern New Hampshire University, learn how SNHU, which offers over 200 career-focused online college degree programs, enables student success through remote support. This webinar will feature valuable takeaways for leaders in higher education, but also for any leader in any industry that supports distributed users/customers or remote workers.

    Who Should Attend?

    Service desk/support center directors, managers, supervisors, and team leads looking for better ways to support the ever-increasing numbers of remote faculty, students, customers, or employees.
  • ServiceNow Automated Test Framework (ATF) – Advanced analysis, ROI and Demo
    ServiceNow Automated Test Framework (ATF) – Advanced analysis, ROI and Demo
    Kaviarasan Selvaraj-Marketing Manager, Ravi Rajamani-Principal Consultant,Stephen Makowski-Technical ServiceNow Consultant Apr 23 2019 5:00 pm UTC 60 mins
    ServiceNow has released its Automated Test Framework (ATF) feature in last year’s Istanbul release. Ever since, it’s widely used by ServiceNow customers to create and run automated tests on their ServiceNow instance. In this webinar session, we will conduct an expert analysis on ATF, and find out how organizations are leveraging ATF to achieve ROI from their investment. We will also demo few use cases on ATF to help users navigate through this feature and learn the advantages of using it.

    Key topics in the session include:

    • Automated Testing Framework Overview
    • Why use ATF?
    • ATF for ServiceNow and Upgrades
    • Achieve ROI through ATF and Automation
    • ATF Use case Demo,
    - Creating and running manual tests (timed)
    - How to create and run same tests using ATF version and view the results
    - Overview of Test Suites and scheduled testing/reports
    - Display of Custom Scripts and Configuration
    • Advantages and Disadvantages
  • Are e-Signatures Legal in Europe? Understanding eIDAS
    Are e-Signatures Legal in Europe? Understanding eIDAS
    John Jolliffe, Strategic Engagement, Adobe Document Cloud. Apr 25 2019 1:00 pm UTC 45 mins
    When it comes to conducting business with paperless documents, organisations have embraced electronic and digital signatures. The Electronic Identification and Trust Services Regulation (eIDAS) clarifies and simplifies the legal framework for e-signatures across Europe, but how should organisations decide which type of e-signature is appropriate to their needs? And how are new technologies helping to make electronic signatures relevant for the multi-device, highly mobile workspace of today?

    Join our webinar, to learn:

    • Why e-signatures are essential to your company's success now and in the future.
    • Which three signature types are legal under eIDAS.
    • How to select the right approach for your business.
    • Next-gen e-Signatures and The Cloud Signature Consortium.
  • 4 Digital Experience Tools That Drive Real Results
    4 Digital Experience Tools That Drive Real Results
    Matthew Clark, VP of eCommerce & Digital Marketing, Premier Farnell May 1 2019 5:00 pm UTC 60 mins
    EXECUTIVE SPOTLIGHT with Matthew Clark, VP of eCommerce & Digital Marketing, Premier Farnell

    What does it take to successfully deliver a digital experience for the B2B market?

    While, the whole enterprise needs to be aimed at driving a digital experience, there are 4 key areas which, if overlooked, will cause your B2B digital experience to suffer or fail, no matter how good your digital platforms or your core products are. Digital experiences are made of content, knowledge and data.

    In this one-on-one conversation with Matthew Clark, Premier Farnell's VP of eCommerce & Digital Marketing, EIS's Dino Eliopulos will explore what companies need to do to ensure that their product information, content, and know-how combine with insights that they have about their customers to elevate their digital experiences to the top of the industry.

    The must-haves include:

    • Robust, shoppable product catalogue.
    • Rich, well-structured content.
    • Optimized site-search, chatbots, and product recommendations.
    • Real value for shared customer information.
  • Building Your CX of the Future -- Take the First Steps Today
    Building Your CX of the Future -- Take the First Steps Today
    Chris Bauserman, VP Segment and Product Marketing, NICE inContact May 16 2019 6:00 pm UTC 60 mins
    Building a best-in-class customer service team and customer-centric organization is a marathon, not a sprint. Your customers, and your c-suite, are pressuring you to innovate and improve. But how do you take the first step and keep on pace on your transformation -- while executing on the daily operational pressures?

    Join CCNG and Chris Bauserman, VP Segment and Product Marketing for NICE inContact, for a discussion and set of tools that you can use to benchmark your operations and identify the next best action your organization can take to build your CX of the future.

    We will discuss:
    - New consumer research: How are your customers' expectations changing?
    - CX Maturity Model diagnostic: Where do your CX operations stack up vs. your peers?
    - Personalized next steps: What 2019 hot topics are right for you to adopt?
  • The Grocery Revolution: How Does Your Digital Customer Experience Stack Up?
    The Grocery Revolution: How Does Your Digital Customer Experience Stack Up?
    Tim Madigan, VP, eCommerce at Tyson Foods & Alex Murray, Digital Director at Lidl UK Jun 5 2019 5:00 pm UTC 51 mins
    Whereas most Retailers have already made the leap to a digital paradigm, Grocery has lagged behind. And now, as major digital players jump into the fray (Amazon, Whole Foods,) it’s now officially ‘game on’ for the industry at large.

    In this lively roundtable discussion, experts from Earley Information Science, Lidi UK, and Tyson Foods discuss the ever-changing digital landscape in Grocery, and identify key areas where differentiation can mean prosper or perish. You will learn:

    •The confluence of trends, new players and events fueling this revolution
    •How customer journey “shopping modes” are critically different in grocery
    •How to provide customized digital experiences based on customer shopping mode (Commodity, Quick Eats, Meal Planning)
    •Creative digital and in-store product merchandizing through in-depth understanding of your assortment, partners, region, and customers
    •How to shift from stocking-centric to customer-centric in category management, “ways to shop” and new concierge “ways to serve”
  • Data Governance: Achieving Sustainability Among Whiners
    Data Governance: Achieving Sustainability Among Whiners
    Seth Maislin, Principal Consultant, Earley Information Science & Seth Earley, CEO, Earley Information Science Jul 10 2019 5:00 pm UTC 60 mins
    Let’s face it - no one likes the ‘G’ word. It’s too often a sour antidote to excitement and nimbleness: Triple checks, security barriers, privacy forms, council reviews. It’s as awful as pulling teeth and paying taxes, right?

    Thankfully it doesn’t have to be, and many organizations have found an effective rhythm for long-term, sustainable data stewardship.

    Join us on Tuesday, August 28th, at 11:00 AM ET as we discuss ‘Data Governance: Achieving Sustainability Among Whiners,’ where we’ll explore how you can implement this necessary rhythm, even if you’re surrounded by governance resistors.

    You will learn:

    1.Good governance is empowering, not (only) a “necessarily evil”
    2.The Effective As: Automation, Assignment, Attitude
    3.Analytics for achieving fast failure (and recovery)

    Speakers:
    Seth Maislin is a Principal Consultant with Earley Information Science. For more than 20 years he has demonstrated strengths in classification and taxonomy, indexing and content modeling, information architecture, search, and usability. He has dedicated the last 10+ years to providing sustaining information management solutions to clients facing real and complex findability challenges.

    Seth Earley is the Founder and CEO of Earley Information Science. An expert with 20+ years experience in Knowledge Strategy, Data and Information Architecture, Search-based Applications and Information Findability solutions. Seth has worked with a diverse roster of Fortune 1000 companies helping them to achieve higher levels of operating performance by making information more findable, usable and valuable through integrated enterprise architectures supporting analytics, e-commerce and customer experience applications.
  • 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 Aug 7 2019 5:00 pm UTC 59 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.
  • 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 Sep 4 2019 5:00 pm UTC 57 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?