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Customer Success

  • Top 5 Podcasts: Digital Transformation From Cisco to GE and Beyond with Bill Ruh
    Top 5 Podcasts: Digital Transformation From Cisco to GE and Beyond with Bill Ruh
    Ed Maguire, Principal Partner, Momenta Partners & Bill Ruh, CEO of Digital Business at LendLease Group Recorded: Aug 15 2019 58 mins
    Bill Ruh is CEO of Digital Business at Lendlease Group, a global developer and construction company for high rise and other real estate developments. Previously, he was the Chief Digital Officer for all of GE and CEO of GE Digital. Our conversation explored the nature of digital transformation, the considerations for creating goals and aligning the organization for success. One of the key insights is that transformation for industrial firms draws from best practices of technology companies, and the core principle is that technology companies’ missions are tied to asset optimization and better outcomes. He also shared how large companies need to think of transformation in two speeds – shorter term and longer term, where Speed 1 is the quarter to quarter focus and Speed 2 is the long term “moon shots”. He compares and contrasts the innovation mindset and approaches between startups and established companies, and shares best practices for larger companies to bridge the cultural gaps between their legacy and digital businesses. He also shares his views of the future of the construction and real estate industries enabled by the transformative impact of new technologies, which he is spearheading in his new role at Lendlease.
  • Today’s State of S&OE
    Today’s State of S&OE
    Hear from Victoria Chen, who has been helping F500 companies achieve supply chain operational excellence for over a decade Recorded: Aug 14 2019 33 mins
    Time is running out, so register today to save your spot.
  • Transforming Customer Care with AI -- An Interview with Laura Bassett
    Transforming Customer Care with AI -- An Interview with Laura Bassett
    Laura Bassett, Senior Director Product Marketing, NICE inContact Recorded: Aug 9 2019 5 mins
    Consumer expectations are changing. How do your customers perceive CX vs the perception of CX in your center? What are consumers willing to do today and how does this impact your agents?

    Watch this 4 minute video interview between Laura Bassett of NICE inContact and David Hadobas of CCNG as they discuss some key points for an upcoming live webinar on September 10th. If you are looking for a different perspective on AI and how advances in AI can contribute to an improved customer experience, this is a webinar you won't want to miss!
  • Fast-Tracking Your Service Transformation with Salesforce Lightning & Coveo
    Fast-Tracking Your Service Transformation with Salesforce Lightning & Coveo
    David James, Product Marketing Director at Coveo & Neil Kostecki, Sr. Product Manager - Salesforce at Coveo Recorded: Aug 8 2019 32 mins
    The customer community. The contact center. The self-service support site. The chatbot you’re struggling to implement.

    With so many customer touchpoints, how do you keep pace and transform your service delivery to ensure customers and support agents alike are delivered the most relevant content, in the right context and at the exact moment of need?

    Coveo for Salesforce brings AI-powered search and recommendations directly inside your Service Cloud, Community Cloud, Sales Cloud and Salesforce Platform investments. The best part? Coveo is Lightning ready. So goodbye to custom coding and hello to drag and drop components. Whether you’ve already made the switch, or you’re looking to make the transition to Lightning, we have you covered.

    Join us for a live demo webinar to learn how fast-tracking your service transformation using Lightning and Coveo can:


    - Improve the agent experience inside Service Cloud to make them more productive and proficient
    - Deliver more relevant digital experiences for your customers on your community or website with chatbots and case deflection workflows
    - Gain deeper customer insights with rich analytics and reports to help your support org make better decisions
  • The PFPS Recipe for Retaining Top Talent
    The PFPS Recipe for Retaining Top Talent
    Deb Calvert, Executive Coach, president of People First Productivity Solutions Recorded: Aug 7 2019 41 mins
    Slow down that revolving door of talent! Keep the people you want to have on your team! How? That's the BIG question.

    And we're going to answer it in this webinar. We'll take a look at the research and best practices that make some employers better at retaining top talent than others. Spoiler alert: It's not because they pay more or have better free food in their cafeteria! What they've got is a higher level of employee engagement. And you can have that, too.

    In this presentation, we'll show you how:

    - Employee engagement really does matter when it comes to retention (and every other indicator of business success!)
    - You can boost engagement levels and have a positive impact on retention (and every other indicator of business success!)
    - HR and front line managers can impact employee engagement even in a difficult corporate environment
    - YOU can make a difference that makes a positive impact

    There's a reason that human capital tops the list of C-Suite concerns in 2019. And we're going to cover that, too. We'll address some of the myths and mis-perceptions that get in the way of truly engaging and retaining people in your organization. You'll also receive a free checklist for daily engagement activities that you can distribute to all your managers. Don't miss this presentation from Deb Calvert, president of People First Productivity Solutions -- we can help you build organizational strength by putting PEOPLE first.
  • AI Myths Debunked Series: AI and the Nature of Work
    AI Myths Debunked Series: AI and the Nature of Work
    Stephen Rahal, Director, Product Marketing, Coveo Recorded: Aug 7 2019 45 mins
    The biggest fear in the advancement of AI is its impact on our work. But we’ll look beyond the most common myths to uncover and understand the supporting role AI and machine learning can play in helping workers grow and perform in their roles, and how relevancy can be injected throughout the employee experience. In this webinar, you’ll learn:

    - The relationship between AI, machine learning and knowledge work
    - Work scenarios that are optimized through the practical use of AI
    - How to digitally-enable your employees and deliver a consumer-like experience
  • Top 5 Podcasts: Managing Expectations - A Conversation with Guido Jouret
    Top 5 Podcasts: Managing Expectations - A Conversation with Guido Jouret
    Ed Maguire, Principal Partner, Momenta Partners Recorded: Aug 6 2019 49 mins
    Our conversation explored Guido Jouret’s core principles around digital transformation, best practices for implementation as well as key lessons as they have applied in his career. Notably, we explore the implications of how the coming transition in transportation from internal combustion engines to self-driving electric powered transportation has implications all across the value chain.

    We explored a range of topics including:

    - What does digital transformation mean?
    - How to asses where change is occurring external to the organization, and how best to map impact on the business, the organization and the market;
    - How to asses with which customer journeys matter most to the company;
    - How to effectively organize sponsorship and leadership;
    - Best practices in implementing an iterative approach to improvement;
    - How to evaluate and challenge ideas;
    - How to ensure effective collaboration between IT and the rest of the organization;
    - How to manage resistance and/or risks related to the existing business;
    - Common mistakes organizations make early in the process of launching digital initiatives.
  • Accelerating Customer Performance via Strategic Customer Assessments
    Accelerating Customer Performance via Strategic Customer Assessments
    Thomas B. Cross Recorded: Jul 31 2019 31 mins
    In this 30-minute webinar, we will explore the means for accelerating company performance by increasing performance of their customers using strategic assessments. Here are the Top-10 Topics presented.
    1 - Customer – now and forever will always be about the customer.
    2 - Content - the words, images, ideas, AI abstractions or messages you use to communicate to the customer.
    3 – Channels Media – what mainstream and other media channels are customers using now and will use?
    4 - Channels of Distribution – build “agile” sales channel models adapting to known and emerging markets designed to reduce enterprise sales cycles.
    5 – Connections - the means for networking with other businesses, industry, government and others.
    6 - Communications - the unique organization processes that occur between companies and customers.
    7 - Collaboration - organizational thought leadership for content development and delivery processes.
    8 - Call to Actions – driving behavior without which nothing happens.
    9 - Crisis - chaos, buzz, glitz, hate, squawk, gossip, glam and anything you can imagine being said for or against you.
    10 - Coming Sooner - the race to zero and competition is not just coming soon but sooner.
  • AI Myths Debunked Series: AI and How We Buy
    AI Myths Debunked Series: AI and How We Buy
    Simon Langevin Recorded: Jul 31 2019 43 mins
    We crave personalized buying experiences. Too much choice stresses us out. In this session, we explore some of the misconceptions about delivering relevance throughout the buying process, and engage with experts to learn how pairing AI-powered site search and recommendations can reduce frustration and increase conversions.

    In this webinar, you’ll learn:
    - The relationship between AI, machine learning and purchase behavior
    - Examples to help shape your personalization strategies
    - How to achieve relevance and buyer personalization at scale
  • AI Myths Debunked Webinar Series: AI at your Service
    AI Myths Debunked Webinar Series: AI at your Service
    Neil Kostecki, Sr. Product Manager, Coveo Recorded: Jul 24 2019 44 mins
    There are times when service automation goes all wrong. Instead of enhancing the customer experience, it hinders it. But AI and machine learning have the power to create experiences that keep customers coming back. Join us to break through the myths and learn how to empower customers and agents in the delivery of intelligent support.

    In this webinar, you’ll learn:

    - The relationship between AI, machine learning and service
    - Real-world applications that meet your customers where they are
    - How to focus your investments to reap the biggest ROI
  • Top 5 Podcasts: From Genesis to IoT Big Bang: A Conversation with Rick Bullotta
    Top 5 Podcasts: From Genesis to IoT Big Bang: A Conversation with Rick Bullotta
    Ed Maguire, Principal Partner, Momenta Partners & Rick Bullotta, Technologist and Founder of ThingWorx and Lighthammer Recorded: Jul 23 2019 60 mins
    Rick Bullotta founded two companies that have been pivotal in the development of Connected Industry: Lighthammer (acquired by SAP in 2005) and Thingworx (acquired by PTC in 2014) and he is now an adviser to Microsoft Azure IoT. Rick is a passionate advocate of new technologies and innovation, and enjoys the disclaimer that “80% is fact and 20% is BS - and I don’t know which is which”.

    Our conversation explores his personal background in industrial technology, and how the insights gained from his experiences at Wonderware helped shape the vision for the companies he started. Exploring the genesis of Lighthammer and Thingworx, the discussion touches on why blue-collar tasks benefit from an IT-driven “multiplier effect”, how innovation comes from empowered customers, and how simple visibility can kick-start profound changes in industrial businesses. Other topics covered include the market landscape around IoT platforms, potential of AI and machine learning, the possibilities and pitfalls around blockchain and the future of Connected Industry.

    Areas of particular interest in technology include meta-sensing technologies around drones and robotics, simplifying the last foot of connectivity, 5G technologies and a company called Waveio.ai that seeks create events and alerting without relying on audio.
  • Showpad: How to fix the broken buyer journey with digital transformation
    Showpad: How to fix the broken buyer journey with digital transformation
    Showpad Recorded: Jul 22 2019 3 mins
    Watch the video to gain insights to top tips from buyers like Bacardi and leading agencies on how a robust Sales Enablement technology along with CRM and marketing automation solutions, helps B2B organisations to:

    •Align sales and marketing for better customer experience
    •Close the gap between buyers and sellers to improve results
    •Improve customer engagement and retention with a unified approach
  • Showpad: Turbo-boosting digital transformation
    Showpad: Turbo-boosting digital transformation
    Showpad Recorded: Jul 22 2019 3 mins
    Watch the video to learn how Showpad’s Sales Enablement solution enables Kanthal to embrace digital transformation for better alignment between marketing and sales. With Showpad, Kanthal has improved growth by providing:

    - Customer intelligence in real-time
    - Easy access to assets stored in one flexible solution
    - Professional messaging to boost customer engagement
  • Showpad: Cambridge Medical Research - video customer story
    Showpad: Cambridge Medical Research - video customer story
    Showpad Recorded: Jul 22 2019 3 mins
    “The CMR commercial team absolutely loves the Showpad solution.” Dom Brown, Cambridge Medical Robotics, Product Marketing

    Watch the video to understand how Showpad’s Sales Enablement solution helped increase buyer engagement for CMR's next-generation robotic system, Versius by:

    •Allowing control over the content shared with customers
    •Providing visibility, transparency, and customer feedback
    •Enabling content reporting and insights into customer engagement
  • Helping Your Agents Manage the Expansion of Customer Channels
    Helping Your Agents Manage the Expansion of Customer Channels
    Noel Roberts, CTO and VP Marketing, Aria Solutions Recorded: Jul 18 2019 61 mins
    On average agents are handling 3-4 channels and Gartner predicts that by 2020 organizations will need to address 12 emerging customer channels. In this webinar, Noel Roberts, CTO from Aria Solutions, will discuss how you can arm your agents with the right tools and processes to provide great customer engagements.
  • What's Your Digital Game Plan? A Playbook For Success
    What's Your Digital Game Plan? A Playbook For Success
    Jesse DeMesa, Partner, Momenta Partners Advisory Recorded: Jul 18 2019 58 mins
    There is no one-size-fits-all-strategy for implementing digital innovation, but there are best practices and experiences you can leverage to enable your firm's road to change in the 21st century. Momenta Partners has created a playbook gleaned from practitioner's perspectives on how to best navigate digital transformation, and we'll share our insights with you in this webinar. This webinar is for CEOs and leadership teams seeking insights and actionable intelligence by example.

    We will take a look at:

    - The steps of a firm's digital transformation journey
    - The best approaches to beginning your transformation journey
    - Getting your team to embrace digital transformation
    - Building a playbook to help you achieve your transformation goals
    - Best practices for adoption
  • 4 ways to improve customer retention - for B2B SaaS companies
    4 ways to improve customer retention - for B2B SaaS companies
    Arun Trivedi Recorded: Jul 17 2019 20 mins
    According to Gartner, 34% Product Marketers at Technology & Service Providers select retaining clients as one of their most important challenge. Growth continues to be a strategic business priority for CEOs. This webcast presents 4 strategies companies can adopt to improve customer retention & grow the business
  • CSR Recruiting, Hiring and Retention
    CSR Recruiting, Hiring and Retention
    Andrew Decker, Customer Care Manager, VSP Recorded: Jul 9 2019 37 mins
    Watch this re-released conversation between Andrew Decker, Customer Care Manager for VSP, and David Hadobas, President and CEO of CCNG, as Andrew shares VSP's success story for improving the recruiting, hiring, and retention process of their front line CSRs.
  • Blockchain: A Money-maker for Marketers
    Blockchain: A Money-maker for Marketers
    Lakshminarsimhan Srinivasan, Global Head - Blockchain Services, TCS Recorded: Jul 9 2019 32 mins
    Discover how CMOs can leverage blockchain with other digital technologies to create new value.

    In the Business 4.0 world, organizations need to shift the mindset from resource paucity to resource abundance. Marketing organizations are in a great position to leverage ecosystems and blend life experiences into customer experiences. Blockchain, along with other key technologies, like AI, AR/VR, 5G, makes that possible. Backed by the power of digital technologies, CMOs can reimagine business model to foster disruptive innovation to the benefit of the enterprise and its customers.
  • Harnessing Intelligent Automation to Transform Experiences: The M&S Story
    Harnessing Intelligent Automation to Transform Experiences: The M&S Story
    Anantha Sekar, Global Head, Conversational Experiences, TCS | Ian Mahoney, Contact Centre Solution Advisor, TCS Recorded: Jul 9 2019 30 mins
    Hear how Marks & Spencers created great experiences across channels with intelligent automation.

    When an enterprise deals with 15M+ customer interactions annually, how can intelligent automation help transform customer experience? One of UK’s leading retail specialists, M&S is using digital technologies to their advantage, with a cloud-based NLP solution to identify, classify and route customer queries to enable cost savings and automate call handling for 85K+ calls a week. The result: curated, impactful and memorable experiences across channels.
  • Emerging Technologies & IoT: How AI, AR and Blockchain Are Shaping The Future
    Emerging Technologies & IoT: How AI, AR and Blockchain Are Shaping The Future
    Ed Maguire, Principal Partner, Momenta Partners Recorded: Jul 5 2019 57 mins
    When it comes to innovation, we've arguably seen more technological advancements over the last ten years than at any other point in time. Technology as we know it is changing before our eyes. We see the merging of the digital and physical worlds through technologies such as augmented reality; artificial intelligence enables computers to think faster than humans, and blockchain technology is considered by many to be the greatest technological innovation since the internet.

    More importantly, we're not only seeing new technologies but the convergence and intersection of multiple technologies as they extend and create new capabilities through their collaboration. The era of combinatorial innovation is upon us, and the combined impact of augmented reality, artificial intelligence, blockchain and other technologies on Connected Industry will be unprecedented.

    This webinar provides an opportunity to explore and consider the applications of new technologies as they related to IoT and Connected Industry.

    We'll take a look at:

    - The current status of AI, AR, blockchain and distributed ledger technologies and their role in empowering Connected Industry
    - Benefits and risks of evolution
    - Use cases across multiple industries
    - Future timelines and predictions
  • 10 tips for maximising your win rates
    10 tips for maximising your win rates
    Jon Williams, Managing Director, Strategic Proposals Recorded: Jul 4 2019 54 mins
    Reasons to Attend:

    •75% of Buyers say that proposals are the critical part of their decision-making process and therefore critical to winning business for many sales teams
    •Majority of clients and prospects are disappointed with the proposals they receive
    •In fact, according to recent research, most buyers think they could write better proposals than their bidders!

    Key Takeaways

    •Understand latest industry thinking
    •Leading insights into buyers
    •10 tips for maximising your win rates by ensuring your proposals are the best
    •Best practice examples


    Written proposals are a key part of winning business for many sales teams. Yet salespeople often find the process for responding to an RFP frustrating – and clients report being disappointed in the tenders they receive. According to Strategic Proposals’ most recent survey, the majority of buyers think they could write better proposals than their bidders!
    Join our July 4th webinar with Jon Williams, the managing director of Strategic Proposals, to gain insight into how leading organisations ensure their proposals are the best. Jon will share the latest industry thinking, best practice examples and his top ten tips for maximising your win rate.
  • Nemertes Navigator360 2019 Conference Keynote: Emerging Technologies to Watch
    Nemertes Navigator360 2019 Conference Keynote: Emerging Technologies to Watch
    Johna Till Johnson, CEO and Founder, Nemertes Research Recorded: Jul 3 2019 44 mins
    What technologies should companies be assessing for 2020 and beyond? What are the advances in AI, blockchain, quantum computing and cryptography that will fundamentally transform how companies do business over the next five years?

    And how do we get there from here? Today, companies are investing in digital customer experience, AI and machine learning, and next-generation security and infrastructure. How will these existing technologies integrate with emerging ones, and on what timeframe? This session provides a glimpse into the future, and a roadmap to getting there, from Nemertes' resident futurist, CEO and founder Johna Till Johnson.
  • Using a Continuous Cycle of Improvement to Drive Engagement
    Using a Continuous Cycle of Improvement to Drive Engagement
    Dan Hale, Managing Director Customer Care, Best Western Recorded: Jul 2 2019 55 mins
    Join this re-released conversation as we discuss how Best Western Hotels and Resorts' contact center used a continuous cycle of improvement to drive employee engagement 20% higher. You’ll hear Best Western’s step by step process and be given specific examples of how it worked in their center.
  • 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 Recorded: Jul 2 2019 70 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.
  • B2B Site Search Best Practices: Give Customers What They Need, When They Want It
    B2B Site Search Best Practices: Give Customers What They Need, When They Want It
    Andrew Crowder & Lipika Brahma Aug 20 2019 6:00 pm UTC 60 mins
    Are visitors looking for a needle in a haystack when they come to your website? Prospects and customers have an insatiable need for information. If they can’t find what they are looking for quickly and easily, they will stop looking and leave.

    That’s why personalized search results delivered with lightning speed are critical. Search is the most popular site function for manufacturers, and the biggest indicator of a customer’s intent to purchase from distributors. The website is now a crucial priority that directly impacts business revenue.

    Join us to learn how Acuity Brands -- the largest manufacturer of lighting and lighting control systems in North America -- completely rebuilt its search-led website in just five months and on budget. Andrew Crowder, VP of Enterprise Architecture, will share his team’s strategy for executing on a critical imperative that came with high expectations, with tips on planning, lessons learned, and what’s next for search.

    Attend this webinar and learn:

    - How to plan and execute a large search-enabled site on time and on budget
    - Why machine learning, AI and a server-less environment are key to delivering quality content for every search use case, every time
    - The efficiencies of enabling business users to manage search right from Sitecore
  • [Ep.1]: AI Drives Measurable Success in Customer Engagement
    [Ep.1]: AI Drives Measurable Success in Customer Engagement
    Robin Gareiss, President & Founder, Nemertes Research Aug 21 2019 12:00 pm UTC 60 mins
    Intelligent Customer Engagement Series [Ep.1] AI Drives Measurable Success in Customer Engagement

    Nearly 50% more companies are using or planning to use AI in their customer engagement initiatives.
    Nemertes recently studied how 518 companies are using AI and analytics to improve their customer experiences. This webinar details:
    • how these companies use AI
    • what measurable improvements resulted.
  • AI for Business & IT - 8 Technologies, 9 processes, 10 checklist items
    AI for Business & IT - 8 Technologies, 9 processes, 10 checklist items
    Arun Trivedi Aug 21 2019 4:00 pm UTC 45 mins
    As AI becomes all-pervasive, more and more companies need to start thinking about how AI can help in their business transformation and optimization journey. According to a Gartner survey, 54% respondents plan to start deployment within the next few years. However, their are multiple barriers, including finding a starting point and fear of the unknown.

    This webinar breaks down AI for the business & IT - what use cases should CIOs and business organizations focus on and how do we get started? What are the possible use cases? How do we even go about thinking about AI in our organization in a structured way?
  • Top 5 Podcasts: Helping Industrial IoT Become a Reality with Dr. Richard Soley
    Top 5 Podcasts: Helping Industrial IoT Become a Reality with Dr. Richard Soley
    Ed Maguire, Principal Partner, Momenta Partners & Dr. Richard Soley, Chairman and CEO of the Object Management Group Aug 22 2019 4:00 pm UTC 46 mins
    Richard Soley is Chairman and CEO of the Object Management Group, Executive Director of the Industrial Internet Consortium (IIC) and founding partner of the IoT Solutions World Congress. In this special edition of the Edge Podcast recorded on site in Barcelona, he shares some of the notable developments coming out of the conference.

    The IoT Solutions World Congress is differentiated from other events through the focus on end users and case studies, showcasing test bed work shepherded by the IIC. In our conversation, Richard Soley shares stories and examples of notable work underway, the potential for productivity gains across industries, and the view that manufacturing represents the industry with the most to gain from connecting assets and advanced analytics. Additionally he discusses the launch of the IIC’s new Resource Hub. Finally he shares a fascinating story about standards that connected the design of Space Shuttle booster with the Ancient Romans.
  • Combining  #3brainselling with Neuroscience to accelerate growth
    Combining #3brainselling with Neuroscience to accelerate growth
    Mark Erskine: ISM Fellow Aug 27 2019 10:00 am UTC 60 mins
    Reasons to Attend:

    Understanding brain development since caveman times provides the key to influencing others especially given the massive advances in neuroscience over recent years which has taken the art of persuasion beyond psychology into brain chemistry. The Reptilian brain, the Limbic system and the Neo Cortex can be likened to your “Gut”, “Heart” and “Head” brain. These three brains transmit data constantly to each other when we make decisions but if we want sales success we must first understand our own preferences by using behavioural profiling and then diagnose which of these dominates the customers brain to stimulate sales, increase conversion ratios and shorten sales cycles.

    Key Takeaways

    •Understand how the human brain has developed and how to use this in sales
    •Discovering your own behavioural brain preferences is the critical first step to managing your selling style
    •Learn what techniques stimulate which part of the brain and how to leverage them
    •Understand why selling has to stimulate each part of the brain to ensure success
    •Learn why so many training methodologies and programmes are too one dimensional to succeed.
  • Use Cases for Conversational AI in the Automotive Industry
    Use Cases for Conversational AI in the Automotive Industry
    Siem Uittenhout, Ann Knox, Yelena Kasianova Aug 27 2019 4:00 pm UTC 60 mins
    Conversational AI is changing the way people interact with technology.

    From speech-enabled interfaces, through to intelligent virtual assistants and chatbots, it’s becoming increasingly apparent that customers are looking for a more humanlike, natural experience.

    Teneo is one of the most human-like experiences available in commercial conversational AI today, providing the complex capabilities required to create the simple, intuitive experience that your customer demands, while increasing customer engagement. With Teneo, a chatbot can be trained to go beyond the typical 85% understanding mark of competitor products to deliver near-perfect results every time.

    Join Siem Uittenhout, Presales Consultant at Artificial Solutions as he demos a Teneo built automotive solution called the Smart SatNav assistant. As well as, Ann Knox, who will discuss our current live solutions with a client in the automotive industry.

    -

    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.
  • How to Use Intelligent Site Search to Increase Conversions
    How to Use Intelligent Site Search to Increase Conversions
    Jon Rossman & Mark Floisand Aug 27 2019 6:00 pm UTC 55 mins
    Your customers don’t have time to browse all over your site. They want to search for – and find – what they need quickly and easily through personalized experiences. And with site search users being up to 5 times more likely to convert, the stakes for relevant results and recommendations are higher than ever before.

    In this webinar, you will learn how Motorola Solutions is adapting its digital strategy to the changing expectations of their customers. Jon Rossman, Solutions Digital Experience Manager at Motorola will share his experience and lessons learned from creating a more relevant, unified and personalized website experience. You’ll hear practical tips to increase website traffic and conversion, and strengthen the relationships with your brand. Additionally, you will learn:

    · Motorola’s strategy and roadmap to create relevant experiences at scale
    · Simple site design and functionality changes that can have a big impact on search
    · How artificial intelligence can help you deliver the most relevant search results
    · How to leverage analytics from the search experience to evolve your web strategy
  • The Science of B2B Sales
    The Science of B2B Sales
    James Isilay, CEO & Founder, Cognism Aug 29 2019 10:00 am UTC 45 mins
    Reasons to Attend:

    Imagine if you knew the formula for outbound success.

    Attend the Revenue AI: The Science of B2B Sales with James Isilay CEO of Cognism and you will! Learn how you can use a simple formula to improve your outbound B2B marketing and sale.

    Key Takeaways

    •Areas of AI in Sales & Marketing
    •Impact of AI in Sales & Marketing
    •Benchmark with conversion rates
  • [Ep.2]: Top 5 'Must-Haves' for Your Next-Generation Contact Center
    [Ep.2]: Top 5 'Must-Haves' for Your Next-Generation Contact Center
    Robin Gareiss, President & Founder, Nemertes Research Aug 29 2019 3:00 pm UTC 60 mins
    Intelligent Customer Experience Series [Ep.2]: Top 5 'Must-Haves' for Your Next-Generation Contact Center

    Contact centers are changing--drastically and swiftly. If you're not keeping pace--or exceeding it--you'll be at a competitive disadvantage.

    Learn what successful companies are doing with areas such as agent experience, interaction channels, and emerging technologies.

    Based on Nemertes' brand new, detailed, Customer Experience research study with 518 organizations, this webinar will explain the five crucial items that must be on your priority list to ensure your contact center is positioned to deliver successful customer experiences.
  • Venture Industrialist: Investment Strategies for Connected Industry
    Venture Industrialist: Investment Strategies for Connected Industry
    Ben Steven, Associate Partner, Momenta Partners Aug 29 2019 4:00 pm UTC 60 mins
    The digital transformation of industry is creating significant opportunity with millions of devices connected to the internet for the purpose of collecting data, tracking usage, monitoring functionality, automating and optimizing systems and processes. While traditional venture capital has shied away from industrial applications and hardware, there’s been a rise of a new class of ventures investors: the venture industrialist. In this webinar, Momenta Ventures will share their insights and practitioner's perspective on investing in Connected Industry, understanding the market, trends and risks. This webinar is for ANYONE seeking insights on investing in Connected Industry.

    - What is Connected Industry?
    - How do Connected Industry investments differ from traditional venture investments?
    - Momenta’s Connected Industry investment themes
    - Momenta’s investment criteria
    - Q&A; ask our practitioners your burning questions
  • [Ep 3]: The Agent Experience - From Good to Great
    [Ep 3]: The Agent Experience - From Good to Great
    Robin Gareiss, President and Founder, Nemertes Research Sep 10 2019 3:00 pm UTC 60 mins
    Intelligent Customer Engagement Series [Ep 3]: The Agent Experience - From Good to Great

    Although organizations are busy adding self-service channels, and AI-enabled chatbots or virtual agents to their customer engagement strategies, there is no replacement for the human touch.

    Successful companies are transforming the agent experience, delivering better coaching, more analytics, and improved compensation packages.

    Learn how you can leverage AI and analytics to reduce contact center agent turnover rates--and ultimately improve the customer experience.
  • Transforming Customer Care with AI
    Transforming Customer Care with AI
    Laura Bassett, Senior Director Product Marketing, NICE inContact Sep 10 2019 6:00 pm UTC 60 mins
    We have all heard statistics such as that by 2020, 85 percent of customer relationships will be managed without human interaction. We are well on our way and may even hit 90% by next year. With the increase in artificial intelligence tools we see in the marketplace, it’s important to understand how AI is transforming our contact centers. Join our live education session, backed by new independent studies to learn more about:

    *AI: The basics
    *Why does my contact center need to adopt AI now?
    *Introducing AI in your contact center: where and when
    *The effect on the Customer Experience
    *Successful implementation of AI support in your center
    *Recommendations for your AI superpower pack
  • AI and Digital Twins Powering Plant Efficiency and Reliability by ARC and TCS
    AI and Digital Twins Powering Plant Efficiency and Reliability by ARC and TCS
    Harry Forbes-Research Director, Automation, ARC Advisory Group; Ajai Singh-Director,Generation & Utilities, IoT-Americas,TCS. Sep 12 2019 3:00 pm UTC 60 mins
    Gain insights from Harry Forbes from ARC Advisory Group on how digital twins can improve performance and achieve RoI for power plants. Discover how the TCS IP2™ solution has enabled industry leaders to fuel intelligent power plants by leveraging digital twins.
  • Building a Foundation for Transformation Self-Service
    Building a Foundation for Transformation Self-Service
    Mark Floisand, Chief Marketing Officer, Coveo Sep 12 2019 5:00 pm UTC 35 mins
    Self-service has proven its worth in driving case deflection, lowering overall support costs and personalizing the customer experience. But did you know that strong self-service programs are strongly correlated to business and support revenue growth, employee retention and overall agent morale?

    To truly reap all of the potential benefits of your self-service strategy, companies must go beyond short-term benchmarking and project-by-project “baby steps.” True transformation starts with a solid foundation that can grow across organizational silos and departmental barriers to deliver relevance across your self-service sites.

    Register to listen to this prescriptive session which will outline vital steps that you can undertake to transform your self-service strategy and understand the true value it is having on your business, underscored by examples from pacesetters and new research showing an opportunity for a dramatic re-think of the metrics that self-service can really impact.
  • How to boost buyer engagement and retention
    How to boost buyer engagement and retention
    Lawrence Keltie, Sales Enablement Specialist, Showpad Sep 17 2019 10:00 am UTC 90 mins
    Many sales leaders are challenged by faltering sales often caused by the growing gap between buyers and sellers.

    So, how are B2B companies going to boost buyer engagement and retention to meet the tough sales targets? Join our webinar on 17 September to gain insights into the results of our recent salesforce survey, including:

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

    You will also learn why companies like Rockfon, Fujifilm and Cox Automotive have invested in Showpad sales enablement technology to boost buyer engagement, retention and growth.

    Don't miss the must-attend webinar for sales and marketing professionals!
  • Reimagine Banking Due Diligence with Intelligent Process Automation
    Reimagine Banking Due Diligence with Intelligent Process Automation
    Santha Subramoni, Head for Intelligent Process Automation, Automation & AI, TCS Sep 17 2019 11:00 am UTC 29 mins
    From regulatory compliance to risk mitigation, due diligence processes in today's financial institutions are a critical element of client on-boarding.

    A multinational investment bank and financial services company automated their manual process for scanning, classifying and reporting on news articles related to their clients (client hits) with an intelligent recommendation engine—reducing the processing time from 1 day to 2 hours, increasing accuracy of information classification and delivering more relevant content to the business teams. Discover their journey to intelligent customer data management.
  • What's Your Reality? AR, VR & Bringing Personal Interactions to Digital Banking
    What's Your Reality? AR, VR & Bringing Personal Interactions to Digital Banking
    Nisha Yohannan, Head of US Business, TCS Interactive Sep 17 2019 11:30 am UTC 29 mins
    How are VR and AR improving customer experience, and finally closing the gap between face-to-face advantages of in-branch banking and digital banking?

    With voice banking already being applied in business use cases, what is the future for this technology, and how do we overcome customer concerns that hinder adoption?

    Discover the answers through this session.
  • Drive Engagement and Trust with Smarter Content Marketing
    Drive Engagement and Trust with Smarter Content Marketing
    Rebecca Gaspar, Global Head Content Services, TCS Interactive Sep 17 2019 2:00 pm UTC 29 mins
    You’d be hard-pressed to find an industry that needs content marketing more than financial services. Why? Because truly useful content increases engagement with intangible, mystifying products. Join me for a discussion on:
    • Understanding what helps banking customer overcome barriers to entry.
    • Using new technology to match content to customers in digital, personalized micro-moments.
    • Creating a content strategy and plan that will engage your audience and turn them into customers for life.
    • Tracking and measuring the impact of your content marketing efforts to understand the ROI of content.
  • Connect the Dots: Integrated Programmatic Marketing for Financial Services Firms
    Connect the Dots: Integrated Programmatic Marketing for Financial Services Firms
    TCS Business and Technology Services Sep 17 2019 3:00 pm UTC 29 mins
    How can banks and financial institutions deliver great experiences in the fragmented digital world?

    Successful financial services firms have reputations and brands that convey trust. Many have embraced digital channels for reaching and engaging clients and prospects and, ultimately, for building relationships with them. But in today’s world, true success focuses on the experience—the sum total of offerings, interactions, and transactions. An integrated, programmatic, and highly automated approach offers the best way to accomplish this goal. So: How do you do it? The short answer is by adopting a unified technology platform. A robust technology platform can unite and simplify your digital marketing activities (integration), allow you to be even more data-driven (programmatic), and to make it faster and easier than ever before (automated).
  • AI-Powered Search & Recommendations for Customer Service
    AI-Powered Search & Recommendations for Customer Service
    Rachel Bosley, Marketing Manager at Coveo & Micheal Wong, Solution Engineer at Coveo Sep 17 2019 4:00 pm UTC 49 mins
    You’re invited to a live demonstration of Coveo’s intelligent, self-learning search & recommendations technology.This live 45 minute tour will explore our offerings for self-service and customer support.

    - During this session we’ll also show you how our technology can help you to:

    - Increase case deflection and improve your Customer Satisfaction Score

    - Empower your service agents with the most relevant information available to make the best, most informed decisions

    - Leverage your data and insights to create a self-service experience that gets better with every interaction
  • Lack of Pipeline: The Number 1 Reason You Are Not Hitting Quota
    Lack of Pipeline: The Number 1 Reason You Are Not Hitting Quota
    ISM Fellow, Steve Burton Sep 24 2019 10:00 am UTC 30 mins
    Let’s face it… selling isn't easy. Sometimes it seems easier to lure a ravenous lion with a lettuce leaf than hit your monthly sales target. Even the best, most seasoned salespeople will feel pressurized from time to time and result in them not hitting the target. It’s this pressure that spawns excuses – excuses that detract attention away from a salesperson’s performance (or lack of it).

    I hate hearing excuses; it feels like people are trying to blame others rather than accepting their own failings. But what are the top excuses you’ll hear from a salesperson?
  • [Ep.4]: Analytics' Role in Improving DCX
    [Ep.4]: Analytics' Role in Improving DCX
    Robin Gareiss, President and Founder, Nemertes Research Sep 26 2019 3:00 pm UTC 60 mins
    Intelligent Customer Engagement Series [Ep.4]: Analytics' Role in Improving DCX

    Information is king, and without both real-time and historical data, it's nearly impossible to deliver the experience customers are expecting.

    Analytics tools are providing incredible insight to companies about customer sentiment, agent performance, and predictive actions.

    In this webinar, learn how successful organizations are using analytics to drive more revenue, reduce costs, and improve the customer experience.
  • Top Sales Hacks for 2020 and Beyond
    Top Sales Hacks for 2020 and Beyond
    Deb Calvert, sales trainer, coach, researcher, author & speaker Oct 1 2019 6:00 pm UTC 45 mins
    It's baaaack! Deb's annual review of the latest and greatest sales hacks you won't want to miss out on. Most are no cost or low cost, and all of them have been personally tested in the field. Best of all, YOU can access these tools on your own to save time, automate processes, connect with buyers, and make the most of every single sales day.
  • Motivating Millennials
    Motivating Millennials
    Nazma Qurban, Chief Revenue Officer, Cognism Oct 8 2019 10:00 am UTC 60 mins
    In 2017, millennials comprised 35% of the UK workforce. By 2020, they are projected to represent an astounding 50% of the total global workforce.

    They bring wants and needs which differ greatly to previous generations, and hold more bargaining power than ever before in the labour marketplace.

    With that in mind, companies and business leaders need to be made aware of how to harness that power in their favour. Nazma Qurban, Chief Revenue Officer at Cognism, has built a high-performing sales team that is made up of 98% millennials.

    In this inspiring and insightful webinar, Nazma will demonstrate how to motivate millennials – by being a mentor, not a manager.

    Key Takeaways

    •Why understanding millennials is key to your business’s future success
    •Identifying misconceptions about this generation and demonstrating why they are incorrect
    •How millennials have been integral to Cognism’s growth and success
    •How to create an honest, transparent and inclusive working culture that millennials thrive in
  • [Ep.6]: Setting Budgets, Finding Stakeholders for AI-Enabled DCX Projects
    [Ep.6]: Setting Budgets, Finding Stakeholders for AI-Enabled DCX Projects
    Robin Gareiss, President and Founder, Nemertes Research Oct 8 2019 3:00 pm UTC 60 mins
    Intelligent Customer Engagement Series [Ep.6]: Setting Budgets, Finding Stakeholders for AI-Enabled DCX Projects

    As IT and business leaders evaluate their how to use AI to improve customer experience, one of the biggest roadblocks is funding.

    This webinar provides step-by-step guidance on finding stakeholders to fund the projects, with specific data on how much companies are spending today on their AI-enabled initiatives.