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Customer Experience

  • Move From One Bot to Many
    Move From One Bot to Many
    Steve Walker, Roger Arias Recorded: Jun 13 2019 28 mins
    Robotic process automation, or RPA, can speed up and improve many rote business processes. Learn how to scale up or expand into other areas of your business with tips to accelerate your success, from technologies to processes, in a center of excellence framework.
  • Game On! Using Gamification to Increase Performance and Employee Retention
    Game On! Using Gamification to Increase Performance and Employee Retention
    Casey Kostecka, Convergent Recorded: Jun 12 2019 55 mins
    Gamification is still a hot topic within the contact center world. Most contact center leaders understand the appeal of incorporating game mechanics into their operations and can visualize the excitement and subsequent employee engagement the games will promote. Yet most contact centers still haven't implemented gamification due to the limited real world ROI information available.

    Convergent Outsourcing utilizes games tied to key performance metrics and has found the program to be very successful. During this webinar, Casey Kostecka will share Convergent's gamification experience, actual metric improvement results, and ROI data.
  • Scaling up QA when You Can't Scale up the Budget
    Scaling up QA when You Can't Scale up the Budget
    Dr Gareth Smith and Stephanie Eta Recorded: Jun 12 2019 16 mins
    When your business grows, so do your QA requirements.

    So how do you stop your costs spiraling out of control?

    In this webinar, we’ll show you how AI-driven test automation can save you time and money as you scale up to increase your test coverage across multiple applications and operating systems.

    Learn how to harness the power of AI to track down bugs and use intelligent image recognition to take test automation beyond what you ever thought would be possible.

    Join Dr Gareth Smith and Stephanie Eta to find out how scaling up your QA doesn’t have to mean scaling up your budget.
  • Future of Service in a Customer Centric World - Learnings from 2018
    Future of Service in a Customer Centric World - Learnings from 2018
    Anne Marie Forsy CEO, CCA. Dr Natalie Petouhoff, VP, Salesforce Recorded: Jun 11 2019 61 mins
    Experts Tips for Service Transformation and Setting up for Success in 2019.

    Knowing which levers to pull to improve your service operation can be a challenge. Having the right leadership to make success a reality can be the make or break for your customer engagement programmes.

    We will uncover tips and tactics for success to help you drive transformation in the year ahead. Join us for this lively discussion hosted by CCA CEO Anne Marie Forsyth.
  • Planning for the Personalization Journey: From Empathy to Engagement
    Planning for the Personalization Journey: From Empathy to Engagement
    Eric Fullerton - Product Marketing Manager Recorded: Jun 11 2019 55 mins
    Today's organizations are investing in personalization to deliver improved experiences to their users. But building a personalization practice from scratch isn't easy, especially for organizations doing so for the first time.

    In this webinar, Dave Sawyer, lead optimization strategist at FFW, and Kasia Sinczak, lead content strategist and user researcher at FFW, and Eric Fullerton, product marketing manager at Acquia, will outline the steps necessary to deploy a successful personalization strategy.

    Content creation, storage, and access are easier and cheaper than ever before. Organizations are beginning to compete on delivering multi-message and multi-channel strategies to the right prospects at the right time.

    Behind the scenes, this involves a coordinated effort between a complex set of variables including marketing technology tools, content, the right mix of talent, and a willingness to experiment. None of these variables are as important or complicated as the human being ultimately responsible for the purchase decision.

    The most impressive technology stack, biggest data warehouse, and well-planned content calendar are useless if they lack the empathic understanding to give users what they need to take action.

    Whether thinking about personalization for the first time or looking to improve your approach, join our panel to learn about ways you can start converting prospects to customers with personalization.
  • Setting a New Standard for Customer Support
    Setting a New Standard for Customer Support
    Vikas Bhambri, SVP Sales & Customer Experience Recorded: Jun 7 2019 31 mins
    Contact center leaders are facing the most demanding environment of their careers as the expectations for customer service continue to rise amid an increase in competitive threats. For these leaders and their companies, maintaining loyalty and growing their businesses means reimagining customer service.

    View this session to learn how Kustomer can help you drive personalized, efficient, and effortless customer service including:

    -Accelerate customer conversations and eliminate tedious questions by providing a holistic view of the customer.
    -Give your customers and agents the freedom to switch between different channels as needed during a conversation for a true omnichannel experience.
    -Save time and money by automating even your most complex processes using intelligent customer service software.
  • Reducing Agent Effort and Lowering AHT for a Better CX
    Reducing Agent Effort and Lowering AHT for a Better CX
    Roger Lee, Director - Customer Success, Gridspace Recorded: Jun 6 2019 62 mins
    Providing an effortless employee experience is critical in delivering memorable customer service. How do you ensure that your customer service professionals are communicating accurate and complete information when they interact with your customers/clients? How do you know your customer service professionals are providing appropriate products/solutions to better serve your customers/clients?

    Join us for this discussion in which Roger Lee, Director - Customer Success for Gridspace, will share his thoughts on how to utilize machine learning speech analytics to provide agent assistance to improve both the employee and customer experience.
  • What are the most secure ways to verify identity?
    What are the most secure ways to verify identity?
    Dean Anderson is the Head Enterprise Customer Authentication at TD Bank | Dr. James Wayman of San Jose State University Recorded: Jun 6 2019 57 mins
    Recent breaches are reducing the reliability of data used in traditional verification methods. As a result, banks are experimenting with fingerprint, facial, voice recognition and behavioral biometrics to verify users.

    In this American Banker webcast, sponsored by Onfido, industry experts from TD Bank and San Jose State University will weigh in on which methods, or combinations of methods, are most effective. Watch the webinar to learn more.
  • Intelligent Translation Era
    Intelligent Translation Era
    Andrew Thomas, Senior Director Marketing Recorded: Jun 6 2019 37 mins
    What does 'going global' mean when everything from cars to content creation and translation is driven by machines?

    In the autonomous content future, globalization must scale to meet new ambitions and strategies to win and retain your customers.

    Register for our webinar “Intelligent Translation Era” where Andrew Thomas will share the impact Linguistic AI will have on localization departments and translators in the future.

    Learn how the Intelligent Translation Era will redefine globalization and what you need to do to prepare your organization for these massive shifts.
  • 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 Recorded: Jun 5 2019 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”
  • Fixing Call Center Authentication
    Fixing Call Center Authentication
    Andras Cser, Vice President, Principal Analyst at Forrester and Ben Cunningham, Director of Marketing at Pindrop Recorded: Jun 5 2019 32 mins
    Speaker: Andras Cser, Vice President, Principal Analyst at Forrester and Ben Cunningham, Director of Marketing at Pindrop

    At Pindrop, we’ve found that on average , 78% of customer interactions with your brand are by use of voice -- specifically through your call center. And with the ever-evolving rise of fraudsters and data breaches, voice-based fraud losses, authentication costs and identify theft leads to $34 Billion in losses annually.

    Fraud attacks originate through your call center agents or in the IVR, even if the loss materializes online. Attempts to mitigate these risks and secure these interactions comes at the cost of longer call handle times, more knowledge-based authentication questions and asking your CSRs to police the phone channel instead of putting all of their time into provide a frictionless customer experience.

    Join this session to hear about the growing voice threats in your contact center and hear recommendations on how to improve customer experience in your contact center from Andras Cser, Vice President, Principal Analyst at Forrester . You’ll learn:

    - Why your call center is your weakest link in security
    - How passwords are draining your budget, negatively impact your customer experience and erode biometrics
    - How to balance your security and customer experience with innovative voice biometrics
  • Save 40% of EMV test cases cost | Robotic Arm POS Solution | Aspire Systems
    Save 40% of EMV test cases cost | Robotic Arm POS Solution | Aspire Systems
    Aspire Systems Recorded: Jun 5 2019 6 mins
    Watch our video on how to save your 40% of EMV test cases cost and to increase your 90% of automation coverage. The Robotic arm is capable of swiping, inserting, and scanning bar codes and many more. This makes it the best choice for organizations that find it difficult to test their POS systems.
  • Is your Microservices migration really worth it?
    Is your Microservices migration really worth it?
    Jothi Rengarajan – Principal Architect, Chandramouli Parasuraman – Technical Architect Recorded: Jun 4 2019 53 mins
    This webinar helps decision makers and influencers to objectively assess if their organization should move to Microservices or not. It throws light on various obvious and less explored hidden business aspects that need to be factored in to decide if Microservices is the ‘make or break’ factor for your business. The webinar also helps in calculating the long term ROI of a Microservices transition.

    Key Takeaways:

    • Decision Framework for Microservices Migration
    • Long term ROI of Microservices
    • Examples - Experiences and Expressions
  • From Threat to Opportunity: the impact of open banking on incumbent banks
    From Threat to Opportunity: the impact of open banking on incumbent banks
    Chris Michael, Head of Technology, Open Banking Implementation Entity (OBIE) Recorded: Jun 4 2019 21 mins
    Prior to the launch of the first open banking standards in January 2018, many considered open banking to be a threat to incumbent banks. Customers, not the banks, now own their financial data and this shift in ownership requires not only a challenging modernisation of the incumbent banks’ legacy infrastructure, but also a significant rethink of the traditional banking business model.

    18 months since the launch of open banking, is it proving a threat to incumbent banks or is it providing them with the opportunity to realise significant value and growth?


    Join this session with Chris Michael, Head of Technology at the OBIE, to learn about:

    · How open banking APIs can be a catalyst of change for incumbent banks’ business strategies

    · The opportunities that open banking provides incumbent banks to differentiate themselves in the market - moving from mass market product offerings to unique, personalised products that better meet consumers’ needs

    · How incumbents, with their vast customer bases, are collaborating with agile fintechs and leveraging open banking standards and services to develop products that deliver commercial value.

    · The value of conformance certification in achieving the commercial benefits of open banking
  • Open Banking – Meeting the needs of the consumer in a new era of banking
    Open Banking – Meeting the needs of the consumer in a new era of banking
    Louise Beaumont (techUK) | Wincie Wong (RBS) | Nilixa Devlukia (Open Banking) | Emma Steeley, AccountScore Recorded: Jun 3 2019 45 mins
    The panel will discuss how open banking technology is leading to the development of new products and services specifically designed to meet consumer needs. As consumers now control their data, they also have the ability to truly control their finances for the first time. As a result, banks are having to rethink their business models to adapt to this new innovation. Consequently, the financial services landscape is changing – at pace.

    It’s less than 18 months since OBIE launched open banking in the UK – what is progress to date and what does the future look like? Are consumers beginning to benefit from the innovations yet? What are the challenges and opportunities that lie ahead? How has the financial services sector responded and will survival depend on using the technology as an enabler of innovation?

    Join us for what will prove to be a lively and informative discussion on the transformative impact open banking is having, and will continue to have, on banking. From consumers through to banks – we are in a new era since open banking technology was launched and the future of financial services is changed forever.

    Louise Beaumont (techUK)
    Nilixa Devlukia, Head of Regulatory, Open Banking
    Emma Steeley, CEO, AccountScore
    Wincie Wong, Head of Innovation for Supply Chain Services, RBS
  • 3 Key Strategies to Re-Imagine Agent Onboarding
    3 Key Strategies to Re-Imagine Agent Onboarding
    JD Dillon, Principal Learning Strategist, Axonify Recorded: May 30 2019 57 mins
    It takes an average of 11.5 weeks to onboard just one agent - and one in three agents will leave your organization within the year. The time to reimagine your approach to onboarding has never been more critical.

    With a new way of thinking about onboarding agents, you can speed up time-to-competency, mitigate early turnover, and continuously build capability on-the-job, which will ultimately drive better business performance. We’ll give you 3 key principles that call center leaders, including BT Consumer, the UK’s largest provider of broadband services, are applying to their business to improve results.
  • Customer Driven Testing
    Customer Driven Testing
    Antony Edwards, COO, Eggplant Recorded: May 30 2019 43 mins
    No matter how carefully you design and build your software, people will stubbornly refuse to stick to the happy paths you’ve carefully laid out for them. It’s why exploratory testing is so important. Do something unexpected, because your customers certainly will.

    The trouble is that it’s an overwhelming task. Test automation solves a big part of the problem – especially if you can add a dose of AI that actively seeks out bugs. But what if you could draw on real, live customer data to drive your testing?

    Join Eggplant COO Antony Edwards and learn how to make the most of a massive, largely untapped resource, and deliver testing that truly reflects how people use your software.
  • No Call Center Agent LIkes to Feel Stupid
    No Call Center Agent LIkes to Feel Stupid
    Greg DeVore, CEO, ScreenSteps Recorded: May 29 2019 5 mins
    Is your training making your agents feel confident or stupid? Nobody wants to feel stupid. Nobody wants to be asked a question that they don't have the answer to. By changing how you train and support your agents you can remove any feelings of inadequacy and instead help your agents be confident and successful, even when they don't know all the answers.
  • Enrich Shopper Experience & Handheld Device ROI with Integrated Communications
    Enrich Shopper Experience & Handheld Device ROI with Integrated Communications
    Todd Carothers, EVP of Marketing, Sales & Product at CounterPath and Scot Stelter, Senior Manager Global Product at Honeywell Recorded: May 29 2019 60 mins
    In this age of instant gratification and rapid fulfillment, consumers expect to find what they want quickly. How can retailers become agile and quick-moving while facing fierce competition? While handheld computers, scanners and rugged devices are being used for inventory management and other functions in the retail environment, the path to higher organizational productivity and competitive edge, lies in transforming retail processes without having to reinvent the wheel. By empowering these devices with portable phone capabilities, retailers can future-proof their employee communications and provide a better standard of support to their customers.

    Co-presented by industry leaders Honeywell and CounterPath, this webinar highlights how voice and messaging solutions when integrated with handheld computing devices improves communication, employee productivity and the customer experience. Learn how advanced voice solutions transform handheld computing devices into an extension of the existing corporate phone system. Incorporating voice and messaging functionality with handheld and scanning devices improves the ROI by delivering new and increased functionality.

    Key learnings:
    • Emerging trends in mobile and handheld computing for retailers
    • How VoIP and Messaging solutions are enhancing customer satisfaction and employee productivity
    • Benefits of Unified Communications as part of an omnichannel strategy
    • How VoIP solutions increase the ROI for mobile computing solutions
    • How to remotely deploy and manage your voice and messaging solutions across your handheld devices from a centralized provisioning platform.
    • Using VoIP and Messaging to increase retail loss prevention effectiveness
  • Think Like an Instructional Designer When Delivering Technical Documentation
    Think Like an Instructional Designer When Delivering Technical Documentation
    Kristine Murphy, Margaret Collins, Lawrence Orin, and Joe Gelb Recorded: May 29 2019 60 mins
    Instructional designers and technical writers both exist to explain how things work. Traditionally, instructional designers were focused on creating content experiences that educate, while technical writers were more concerned about crafting clear, concise instructions for using a product or service. Both disciplines strive to do the best job possible using the skills and tools at their disposal. And, increasingly, they’re being charged to do create the same types of deliverables.

    Join me, Scott Abel, The Content Wrangler, and my special guests, eLearning specialist Margaret Collins, and Senior Software Engineering Manager, Kristine Murphy, both of adaptive experience platform, Progress. We’ll be joined by Lawrence Orin and Joe Gelb from Zoomin Software to discuss how the Progress team applies a learning and instructional design mindset that allows them to focus on user types and creating role-based, personalized content experiences.
  • Migration to Magento 2.0
    Migration to Magento 2.0
    Maciek Czucha, Retail SEL / Senior Consultant ; Rajesh Parsuri, Associate Project Manager Recorded: May 29 2019 20 mins
    Industry experts, Maciek Czucha and Rajesh Parsuri from Aspire Systems talk about why it is crucial for retailers to migrate to Magento 2.0. The webinar starts with an introduction to Aspire Systems and Magento 2.0 followed by the experts sharing business oriented and technical insights on this migration and how Aspire Systems will support this smooth and seamless transition.
  • A Practical Guide to Optimizing the Customer Journey
    A Practical Guide to Optimizing the Customer Journey
    Eric Hanser - Digital Strategist, Stephen Skidmore - Director of Product Marketing Recorded: May 29 2019 54 mins
    Having the best tools can make all the difference when mapping customer journeys, but how do you prepare yourself to get the most out of your investment in these tools?

    In this session, we will take you through the pitfalls that nobody talks about, help you understand the customer moments that matter, and share the importance of creating a culture of optimization.
  • Next-Gen Financial Services: exploring the potential of AI and voice
    Next-Gen Financial Services: exploring the potential of AI and voice
    Presenters from AXA, Natwest, Starling Bank, Legal & General and Salesforce Recorded: May 29 2019 59 mins
    Adopting new technology to better deliver for customers

    Increasing customer expectations, the constant threat of disruption and on-going regulatory requirements has ensured digital transformation remains high on the agenda for financial services firms. AI is already playing a role in refining customer interactions, with RPA and robo-advice at the fore, but with voice next on the horizon, it is vital that firms stay ahead of the innovation curve.

    Achieving outstanding customer experiences, increasing revenue per customer and overcoming common hurdles to adoption.

    Hear how financial services organisations are harnessing the power of AI and voice across the sector.
  • UC Network Monitoring & Troubleshooting
    UC Network Monitoring & Troubleshooting
    Alex Bahar, Senior Solutions Engineer Recorded: May 29 2019 46 mins
    APAC Timezone Webinar
  • Customer Service Today: How ServiceNow is Revolutionizing Customer Experience
    Customer Service Today: How ServiceNow is Revolutionizing Customer Experience
    Ajay Gautam, Richard Norton, Meghan Lockwood Recorded: May 28 2019 57 mins
    On Tuesday, May 28th, CSM Practice Lead, Ajay Gautam, and ServiceNow Architect, Richard Norton, are teaming up for a ServiceNow Customer Service Webinar to teach you how to revolutionize your customer experience.

    - Find out what your customers are looking for
    - Learn about customer frustrations (and how to prevent them) plus the customer journey and business drivers
    - Get insight on how ServiceNow CSM can help you
    - Review a handful of CSM use cases we see with our clients
  • Episode 1 – Bank and Chill – Redefine Customer Segmentation with AI
    Episode 1 – Bank and Chill – Redefine Customer Segmentation with AI
    Anand Subramaniam, Principal Architect AI & ML Practice, Aspire Systems & Anusha Natrajan, Research Analyst, Aspire Systems Jun 18 2019 3:00 am UTC 29 mins
    Aspire Systems Original Series - Banking in the Age of Siri

    Episode 1 – Bank and Chill – Redefine Customer Segmentation with AI

    Let’s just call it as it is! Netflix has a high-powered, customer centric AI model. The way Netflix uses Artificial Intelligence to give their customers accurate recommendations is nothing short of mind-blowing.

    Now, what if we told you that banks can be the Netflix of the Finance Industry by just adopting an advanced AI system? It’s true; banks can do so much more for their customers, with such little effort as long as Artificial Intelligence has your back!

    Join us to discover the endless possibilities AI has to offer, and why it is important to take action now. In this webinar learn how to:

    1.Identify and predict current and future customer segments
    2.Construct collaborative models for insightful AI processes
    3.Identify different customer touchpoints and pain points across various platforms for effective customer segmentation

    Tune in on June 18th, 2019 at 01:00 pm ACT to uncover all the tricks of the trade! Register Now!
  • How to create a web performance budget for third-party tags
    How to create a web performance budget for third-party tags
    James Carter, Senior Sales Engineer Jun 18 2019 9:00 am UTC 45 mins
    More than half the content on modern websites comes from third-party services. While this enables businesses to easily leverage personalization, tracking, and other advanced functionality like live chat — this also means that a website must rely on performance and security of third parties.

    Finding a way to manage and monitor these services is critical to ensuring the performance and reliability of your website. However, many organizations struggle since multiple teams can add new third-party services which exist outside of your dedicated monitoring and control systems.
  • Incentives – following the money and growing profits
    Incentives – following the money and growing profits
    Christian Atherton and Sam Oliver-Welsh: Simon - Kucher & Partners Jun 18 2019 10:00 am UTC 75 mins
    Reasons to Attend:

    Incentives can be a powerful lever to drive sales, but it can be a challenge to get them right.

    Questions like:

    What metrics should we use? Sales? Gross Margin?
    Should we keep it simple or should we drive better outcomes more elements in a balanced scorecard?
    How much of the reward should be variable?
    Should we cap incentives?

    We think that we are rational about incentives, but actually, we all share some innate biases that could be leading to sub-optimal sales outcomes. Join us for our “Incentives - following the money” webinar to see how you can counter or even take advantage of sales biases to drive better sales performance.


    Key Takeaways

    •Insight on what metrics tend to work best
    •How thinking of incentives as a cost can lead to sub-optimal decisions
    •Learn whether incentive caps tend to be a good idea or not
    •The place and relative value of penalties vs. positive incentives
    •How to maximise the impact incentives
  • Why Model-Based Integration is Key for Value Stream Management
    Why Model-Based Integration is Key for Value Stream Management
    Tasktop Value Stream Architect, Zoe Smith Jun 18 2019 3:00 pm UTC 45 mins
    Despite the well-documented benefits and criticality of integration, at the enterprise level, integration continues to present big challenges for many organizations.

    The traditional approach to integration – i.e., point-to-point integration between two tools - cannot handle the size and complexity of the work that enterprises are undertaking.

    During this webinar, Tasktop Value Stream Architect, Zoe Smith, will demonstrate why model-based integration is the only way to efficiently synchronize large volumes of sophisticated data across teams and tools, while maintaining integrity and supporting cross-tool reporting.
  • 6 Ways to Increase Self-Service Success on Your Support Portal
    6 Ways to Increase Self-Service Success on Your Support Portal
    David James, Director, Product Marketing, Coveo Jun 18 2019 4:00 pm UTC 36 mins
    It’s no surprise when it comes to resolving issues and finding information, customers prefer self-service. And organizations prefer it because it dramatically reduces support costs. But if you want to make great self-service a reality on your support portal, you need to give customers an intelligent and intuitive search experience and proactively recommend content that can help.

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

    In this webinar, we will:

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

    If you’re a Customer Service Innovator, a Community Manager, or interested in the latest self-service trends, you won’t want to miss this info-packed session on the power of AI-powered search to boost customer self-service.
  • The State of the Industry: A Mid-Year Research Roundup
    The State of the Industry: A Mid-Year Research Roundup
    Roy Atkinson, Sr. Writer/Analyst Jun 18 2019 5:00 pm UTC 60 mins
    HDI conducts extensive research throughout the year. In this webinar, we will review our 2019 research to date, examine what it means for the industry, and suggest areas that leaders should be paying attention to, including possible courses of action. We will review the latest findings on:

    •Knowledge management, including self-help/self-service
    •Staffing and compensation findings, including industry health indicators
    •Emerging technologies
    •Consequences for metrics

    Who Should Attend:

    •Service desk/support center directors, managers, supervisors, and team leads interested in understanding why knowledge management and emerging technologies are the key to the future
    •Support center/service desk leaders who need information about the current state of the industry
  • How to Mitigate Fraud, Reduce Customer Friction, and Boost Productivity
    How to Mitigate Fraud, Reduce Customer Friction, and Boost Productivity
    Andrew Gilliam (ICMI Featured Contributor); Craig Pentz (Neustar); Erica Marois (Moderator) Jun 19 2019 6:00 pm UTC 60 mins
    According to 2019 research, almost half (46%) of contact centers are unhappy with their current authentication method. While implementing fraud mitigation measures can often feel like a burden, contact centers can benefit tremendously from better data intelligence & authentication practices. From more personalized service to greater operational efficiency and a more effortless experience, the opportunities are exponential.

    Are you ready to reap the benefits of more satisfied customers, happier agents, and more accurate and secure data? Join us on June 19th!

    During this webinar, you will learn:

    - The latest best practices in fraud mitigation, which will help you protect both your customers and your contact center
    - How to identify critical points along the customer journey that can improve the overall experience—for agents and customers
    - How and why data intelligence plays a crucial role in driving operational efficiency

    Join us for an interactive and informative hour, filled with practical tips, and complete with live audience Q&A.
  • Growing sales with unified digital platform
    Growing sales with unified digital platform
    Jim Preston, Sales Director, Showpad Jun 20 2019 10:00 am UTC 90 mins
    Reasons to Attend:

    Today’s B2B buyers are more savvy and demanding than ever. They want a high quality, personalised and interactive content in real-time that will enable them to make informed buying decisions.

    Learn how a relatively new discipline, sales enablement, empowers teams with the tools, content, knowledge and skills to boost engagement with buyers resulting in improved returns. Furthermore, understand how digital alignment from CRM to marketing automation and sales tools, is essential for success empowering real-time activity and reporting through AI.

    Key Takeaways

    Understand how ‘Sales Enablement’ together with Digital Transformation help your organisation to:

    - Boost Sales and ROI through a centralised end-to-end platform that aligns Sales and Marketing.
    - Adopt a buyer-first approach by creating personalised, buyer-driven content in real-time to boost engagements and results.
    - Reduce cost and drive efficiency with AI-driven search, recommendations and integrated IT infrastructure.
  • The Journey to Microsoft Teams - Deployment and Adoption
    The Journey to Microsoft Teams - Deployment and Adoption
    Joshua Shoemaker, VP Tech Services and Ops - Enabling Technologies | Dave Bottomley, Senior Solutions Engineer - IR Jun 20 2019 3:00 pm UTC 60 mins
    Having covered the planning and readiness phases in the first two webinars of the series, we turn our focus to the deployment and adoption phase. Now is when the rubber hits the road, so to speak. Get this wrong and the whole project can be in jeopardy, while your best made plans lay in ruin. This may seem a tad dramatic, it isn't - if you can't get your people using the new tools it is near impossible to realize ROI on a project of this scale.

    Joshua Shoemaker, VP Technical Services and Operations at Enabling Technologies, will join this session to share first hand experiences on where organizations have managed this step successfully and some learning on where others have perhaps not got this right, including the implication to project timings and cost.

    This will be an interactive session with questions throughout and a dedicated Q&A at the conclusion of the presentation. If you are managing, deploying or just thinking about Microsoft Teams, you do not want to miss this webinar.
  • The Future of Digital Onboarding
    The Future of Digital Onboarding
    Husayn Kassai, CEO, Onfido Jun 20 2019 4:00 pm UTC 10 mins
    The way many organizations have handled digital onboarding is fraught with risk - including fraud. But Husayn Kassai, CEO of Onfido, envisions a new future that includes a healthy amount of friction and greater security.

    As Kassai sees it, the standard for digital onboarding is both low and risky. It often relies on the use of credit reports, or else on the answers to knowledge-based questions. "But neither of those are smooth," he says. "So you're stuck having to compromise - not having security or a frictionless experience, which is the main issue with how many businesses are currently onboarding users."

    In a podcast interview with ISMG about digital onboarding, Kassai discusses:
    -What's wrong with traditional onboarding approaches;
    -His vision of the future;
    -How friction can be both friendlier and good.
  • Friendly Friction: How to optimise user onboarding for Financial Services
    Friendly Friction: How to optimise user onboarding for Financial Services
    Dan Leitao, Product Manager at Onfido Jun 25 2019 1:00 pm UTC 35 mins
    When it comes to user onboarding, there’s a tension between security and convenience. For financial services, non-compliance with KYC requirements can be costly. But adding too much friction will impact your ability to scale. So how can you optimise your user experience to introduce just the right amount of ‘friendly’ friction and unlock growth?

    Join this webinar with Dan Leitao, Product Manager at Onfido to learn:

    - Why financial services need friendly friction
    - How to tailor and optimise your onboarding process according to your risk-based approach
    - The key features you can utilise to improve your UX
    -How to manage the balance between security and convenience
    -Ensuring you stay compliant in an ever-changing regulatory environment
  • 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 Jun 25 2019 1:00 pm UTC 40 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.
  • Unlocking the Value in Conversational Data
    Unlocking the Value in Conversational Data
    Tim Bartz and Yelena Kasianova Jun 25 2019 3:30 pm UTC 45 mins
    Data is widely recognized as one of the most valuable assets a company owns. Conversational data is, without doubt, the most valuable. The challenge is to understand what this data means and what effective actions to take as a result. Recognizing new or unexpected trends while staying in tune with customer behavior and sentiment is a competitive advantage, and key in building successful customer relationships, maintaining loyalty and increasing repeat business.

    Join Tim Bartz, EMEA Presales Consultant at Artificial Solutions as he demos Teneo's data capabilities.

    -

    Introducing Teneo Developers, a new comprehensive resource to allow enterprise developers and partners fast access to experience the power of Teneo. Visit www.teneo.ai to get started for free.
  • Securing and Monitoring Microservices Application in Kubernetes -Do’s and Don’ts
    Securing and Monitoring Microservices Application in Kubernetes -Do’s and Don’ts
    Althaf Ali, DevOps Solution Architect Jun 25 2019 5:00 pm UTC 60 mins
    Aspire is conducting this webinar on the topic “Securing and Monitoring Microservices Application in Kubernetes - Do’s and Don’ts”. This webinar is aimed at helping organizations understand the best practices for End to End Kubernetes implementation for increased scalability and modularity. This session will provide insights into how Security and Monitoring can be done from a CI/CD perspective.

    Key Takeaways:

    · Key elements of Security in Kubernetes CI and CD
    · Factors to be considered for ensuring Security for an End to End Kubernetes Implementation
    · Ways to Monitor Kubernetes Infrastructure and Applications
    · Demo of Kubernetes monitoring using ELK
  • 10 Questions on ServiceNow with Acorio's Experts
    10 Questions on ServiceNow with Acorio's Experts
    John Huckle, John Beasley, Josh Scott, Dale Meyer-Curley, Scott Lindsay, John McCormick, and Meghan Lockwood Jun 25 2019 5:00 pm UTC 60 mins
    This panel discussion will feature leading experts from various departments inside Acorio, bringing tactical experience and strategic vision to help you guide your ServiceNow journey today. Learn from Acorio’s hundreds and hundreds of successful go-live’s – and pick the experts’ brains about their experiences in the ServiceNow trenches.
  • Precision Content Structured Authoring Training Workshop: Writing Microcontent
    Precision Content Structured Authoring Training Workshop: Writing Microcontent
    Rob Hanna Jun 25 2019 5:00 pm UTC 60 mins
    In an omnichannel world, people want information they can easily use. To do that, you need content that is designed and structured for user-intent and optimized for today’s technologies. It needs to be microcontent. However, when it comes to creating content, most organizations are stuck with outdated processes and old-school tools. Your organization needs to have the right information flowing to the right people so your business can thrive.

    Structuring your content is a critical first step. Structured Authoring Training is a standardized, methodological approach to content creation based on decades of research into how the human brain reads and understands information and modern content creation best-practices.

    Join Scott Abel and his special guest, Rob Hanna and attend this webinar to learn about the three-day Precision Content® Structured Authoring training course and receive a $300 discount for the upcoming three-day public course in San Jose CA, August 14-16, 2019.

    By the end of this webinar you will have learned:

    1) What structured authoring is and why it’s important when considering omnichannel digital transformation
    2) Why we need to write differently and focus on user-intent
    3) How the five information types will help you align your writing for microcontent delivery
  • 3 Must-Haves on the Path to a Better Customer Journey
    3 Must-Haves on the Path to a Better Customer Journey
    Alton Harewood, Solutions Consultant and Kara Allen, Global Workforce Management/Optimization, 8x8 Jun 25 2019 6:00 pm UTC 60 mins
    Join this re-released conversation with Alton Harewood, Contact Center Consultant, and Kara Allen, Global Workforce Management and Optimization for 8x8, to hear how the fundamental building blocks of CX strategy are being used today, as well as which technology enablers provide the insight and oversight needed to adjust and administer the modern customer engagement team.

    As customer loyalty is tested by limitless options, the need to understand and manage the customer journey has become essential to competitive differentiation. And far from being the domain of only large corporations – organizations of all sizes must now seek to gain insight into how customer experience is executed and ways to improve.
  • Prognosis for UC Live Demo [June 2019]
    Prognosis for UC Live Demo [June 2019]
    IR Senior Solutions Engineer Jun 26 2019 3:00 pm UTC 45 mins
    Join one of our Senior Solutions Engineers for a live demo of Prognosis for Unified Communications
  • 3 ways to navigate your way to Business Transformation enabled by digital
    3 ways to navigate your way to Business Transformation enabled by digital
    Arun Trivedi Jun 26 2019 4:00 pm UTC 45 mins
    Digital Transformation is dead! As you plan your journey, one of the first steps is to think about what needs to be done, why and how. The webinar presents 3 ways to navigate your way without losing track of your goal(s).

    Each path has its own set of focus areas. Irrespective of he approach you take, their are 6 dimensions of transformation that you must plan around to be successful.
  • Drive Analytics Adoption And Value By Delivering Solutions Not Just Tools
    Drive Analytics Adoption And Value By Delivering Solutions Not Just Tools
    Boris Evelson, Vice President, Principal Analyst, Forrester & Roman Stanek, CEO, GoodData Jun 27 2019 3:00 pm UTC 60 mins
    Modern, agile, cloud-based analytics platforms and end user-self service
    were a step in the right direction. They helped increase adoption and value
    of analytics over the last decade as compared to older generation IT
    centric on premise technologies. But we are still just scratching the
    surface. Adoption levels are still quite low in absolute terms and tangible
    analytics ROI is perpetually elusive. Ad-hoc data analysis and end-user
    self service are great but have taken us only so far. Going forward mass
    adoption of analytics will depend on delivering solutions, not just tools,
    finely tuned to solve specific business problems and help businesses
    achieve well defined goals and objectives. In this webinar you will learn:

    In this webinar, you will learn:
    - What are the differences between data-driven and insights-driven
    business capabilities
    - What are the differences between bottom-up analytics (data and tool
    centric) and top-down (solution centric) approaches
    - What role do embedded analytics and analytical applications play in
    delivering impactful solutions
    - What analytics platform functionality should you look for to ensure that
    you've got the right platform to build effective solutions
  • Turning your Documentation into Answers Using Taxonomy
    Turning your Documentation into Answers Using Taxonomy
    Lawrence Orin Jun 27 2019 5:00 pm UTC 60 mins
    In today's world, like it or not, your documentation is part of your company's overall digital experience. The goal of your content must be to provide relevant answers to technical questions about your product as quickly as possible. In most tech-related businesses, technical content resources make up the large majority of content assets across your web presence, providing potential for the greatest impact on the overall digital experience and customer satisfaction. In this session we will demonstrate how taxonomy helps you to facilitate that excellence in personalized content delivery.

    Join Scott Abel, The Content Wrangler, and his special guest, Lawrence Orin, Product Evangelist and Customer Implementation Expert for Zoomin Software for this free, one-hour webinar.
  • Q&A: Understanding Image-Based Software Testing
    Q&A: Understanding Image-Based Software Testing
    Randy Hesse, Technical Consultant at Eggplant Jul 1 2019 2:00 pm UTC 45 mins
    Want to know more about image-based testing? This is your chance to see all your burning questions answered.

    In this interactive webinar, we'll be exploring how image-based testing works, why it's important and how to overcome some of challenges it raises.

    The first in a series of dedicated Q&A webinars, it will focus on using Eggplant's Digital Automation Intelligence solution, but will be beneficial to anyone looking for a deeper understanding of testing using images.

    Expect to learn more about:

    • image-based testing vs object-based testing
    • how and why the same images are drawn differently on different screens
    • tolerance vs discrepancy
    • AI and the future of searching for images

    Randy Hesse, Technical Consultant at Eggplant, will be on hand to answer your questions, so this is your opportunity to learn everything you wanted to know about image-based testing.
  • How to Overcome Every Sales Objection
    How to Overcome Every Sales Objection
    Chris Murray, founder of the Varda Kreuz Training Group Jul 2 2019 10:00 am UTC 60 mins
    Reasons to Attend:

    Some sales philosophies will tell you that - if you follow a simple formula – customers will never interrupt your presentation with an objection.

    But that’s just nonsense.

    And - contrary to popular belief - prospects aren’t sitting in darkened rooms trying to invent new fiendish ways to stop you from selling your stuff.
    If people regularly tell you;

    • that you’re too expensive - or
    • that they’re already happy with their current supplier – or
    • they’ve had problems with your company in the past - or
    • your lead time is too long

    Then you need to jump on to this webinar so that I can share with you how to overcome every single objection that you’ll ever hear.

    Key Takeaways

    Everyone who attends will walk away with this tool box of sales gold;

    • How to overcome every genuine sales objection – including those based on price
    • The names of the four headline objection types and the silver bullet that takes each one of them down
    • The three reasons that salespeople fail to overcome the most difficult customer objections – and what to do about them
  • How To Build High Performance Sales Teams That Make More Sales In Any Economy
    How To Build High Performance Sales Teams That Make More Sales In Any Economy
    Gavin Ingham: ISM Fellow Jul 2 2019 1:00 pm UTC 60 mins
    Reasons to Attend:

    This #IAM10 High-Performance Teams webinar will help you to build world-class teams that are more motivated, more focused and more productive.

    Are your teams frazzled, constantly fire-fighting and drowning in day-to-day challenges? Do they struggle to find time to focus on their most important tasks? Does it sometimes feel like Groundhog Day where your people seem to be going through the motions, day after day? Do you feel like a small percentage of your people are on fire and the rest is just smoldering, lacking that important spark of motivation, commitment, and passion?

    Key Takeaways

    What could you achieve in your business if your teams were more motivated, more focused and more productive? What if you could light the touch paper and stand back and watch them ignite?
    Attend this webinar for more.
  • 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 Jul 2 2019 1:00 pm UTC 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