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Customer Success

  • AI in Finance: How to Benefit from Conversational AI
    AI in Finance: How to Benefit from Conversational AI
    Frank Burnett-Alleyne, Director Banking & Financial Services, and Morgana Caldarini, Country Manager Italy Recorded: Feb 12 2020 49 mins
    AI is transforming almost every aspect of the Financial Services industry and possibly the highest profile of all is the way Conversational AI is being used to deliver services to both customers and employees.

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

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

    This webinar will arm you with all the information you need to understand the ‘Why’, ‘How’ and ‘What’ you need to do to successfully implement Conversational AI in your organization.
  • Improving the Agent Experience: Member Interview with Murph Krajewski, Sharpen
    Improving the Agent Experience: Member Interview with Murph Krajewski, Sharpen
    Murph Krajewski, VP of Marketing, Sharpen Recorded: Jan 30 2020 8 mins
    It’s pretty simple logic. A person in distress is in no position to help another person in distress. That’s why Sharpen has created a brand new type of contact center platform focused on improving the agent experience.

    Spend 7 minutes with CCNG’s David Hadobas and Sharpen’s VP of Marketing, Murph Krajewski. They take a fresh look at what’s right and wrong with customer service, how things like agent attrition, omnichannel and remote working could be better, and how we can get there together. SPOILER ALERT: it’s not as hard as you might think.
  • How to Hire to Reduce Attrition: Member Interview with Phil Hagen, SalesMatch
    How to Hire to Reduce Attrition: Member Interview with Phil Hagen, SalesMatch
    Phil Hagen, Founder and CEO, SalesMatch Recorded: Jan 30 2020 8 mins
    Hiring challenges have grown over the years based upon a high demand for agents, sickness, turnover, attrition, the need to produce better results ... and on and on the list goes.

    During this interview with Phil we will discuss the need to be smarter in our hiring process and how, if we take the time to explore a person's natural behavior (character traits), we are better able to fit the right person in the right position. This in turn has an impact on the back end and you will see reduced stress, employees who stay longer, improved customer satisfaction, and a reduction in overall costs.
  • Agent Productivity: Member Interview with Greg DeVore, ScreenSteps
    Agent Productivity: Member Interview with Greg DeVore, ScreenSteps
    Greg DeVore, CEO, ScreenSteps Recorded: Jan 30 2020 9 mins
    What if your agents didn't have to "know" all of the answers for the questions your customers are asking? What if they could be productive in resolving customer issues from day one?

    In this interview we talk to Greg DeVore from ScreenSteps about how you can better utilize knowledge base resources to:

    *Decrease agent onboarding time
    *Decrease time to productivity
    *Decrease hold time
    *Decrease handle time
  • Why the “Death of Voice” Predictions are Wrong - An Interview with Shai Berger
    Why the “Death of Voice” Predictions are Wrong - An Interview with Shai Berger
    Shai Berger, CEO, Fonolo Recorded: Jan 30 2020 10 mins
    We hear a lot about the dwindling importance of the voice channel. Yet, more often than not, we are actually seeing call volumes increase. So, how is the voice channel evolving? How are chatbots impacting the voice channel? Why are federal employment stats for call center agents growing?

    Watch this brief 9-minute video where CCNG's David Hadobas and Shai Berger, CEO of Fonolo, offer expert insights into the voice channel, chatbots, and the changing nature of voice interactions.
  • Revealed: The Secret to More Leads and Higher Sales Revenue through LinkedIn
    Revealed: The Secret to More Leads and Higher Sales Revenue through LinkedIn
    Peter Strohkorb Recorded: Jan 29 2020 54 mins
    If you are in a Sales role, do NOT miss this webinar on how to leverage your existing LinkedIn account in a very sophisticated way to generate more and better-qualified sales leads on LinkedIn.
    BUT THERE IS A TWIST:

    This is NOT about you spending endless hours on LEARNING how to do it yourself.

    No, I will show you how you can have a constant stream of high-quality leads and personal engagement with your ideal prospects WITHOUT YOU having to do much work at all!

    So, if you are in Sales, don't miss "Revealed: The Secret to More Leads and Higher Sales Revenue through LinkedIn"

    Don't delay. Secure your booking now!
  • Not just an App: Data Integration for Higher Connectivity, Loyalty & Engagement
    Not just an App: Data Integration for Higher Connectivity, Loyalty & Engagement
    Vinita Dargan, Solution Architect & API Pre-Sales Lead, Cloud Apps, Microservices & API, TCS Recorded: Jan 29 2020 26 mins
    A life sciences leader arrested end user attrition by leveraging TCS' API-based mobile app for patients and professionals. Learn how data integration across digital channels and CRM systems is helping drive more personalized, engaged customer experiences, fostering greater connectivity and loyalty.
  • Enhancing Quality of Customer Experience (CX) to Scale Digital Presence
    Enhancing Quality of Customer Experience (CX) to Scale Digital Presence
    Prabhakar Karamsetty, Global Head, Quality Engineering and Vimal Anand,CX Assurance – Product Partner,Quality Engineering TCS Recorded: Jan 29 2020 31 mins
    In their journey to simplify a complex web landscape, a Canadian multinational media conglomerate leveraged TCS’ industry leading platform services to reimagine CX. Discover how the company is able to roll out their ‘first time right’ release with 65% automation and 95% compliance to regulatory needs, improving business outcomes.
  • SaaS Marketing Strategy -- Interview with Peter Cohen
    SaaS Marketing Strategy -- Interview with Peter Cohen
    Peter Cohen, Founder, SaaS Marketing Strategy Advisors Recorded: Jan 29 2020 10 mins
    Common challenges, mistakes and issues with marketing programs focused on delivering content around Cloud contact center and other Software as a Service solutions.
  • Leveraging Contextual Security Intelligence to Remediate Vulnerabilities
    Leveraging Contextual Security Intelligence to Remediate Vulnerabilities
    Srimant Acharya, Head - Enterprise Vulnerability Management, Cyber Security, TCS Recorded: Jan 29 2020 30 mins
    In today's digital economy, hear how a global manufacturer uncovers blind spots and reduces security risk with a vulnerability management program through "risk-based prioritization.” With better prioritization and program governance, the remediation rate has grown to 290 vulnerabilities/month, fueling business growth with advanced risk management.
  • Embracing Predictive Banking: Loan Growth with Next Best Action
    Embracing Predictive Banking: Loan Growth with Next Best Action
    Dibyendu Mukherjee, Senior Consultant, Advanced Analytics and ML Solutions, Analytics & Insights, TCS Recorded: Jan 29 2020 30 mins
    Traditional banks have access to rich customer data. But unless banks proactively leverage digital technologies and advanced analytics, the data fails to deliver ROI. Gain insights into how one bank is harnessing data with a Next Best Action approach to predict customer needs for personal loans and create a wealth of cross-selling opportunities.
  • The ROI of Delivering Amazing Experiences featuring Forrester Research and USAA
    The ROI of Delivering Amazing Experiences featuring Forrester Research and USAA
    Ted Schadler, VP, Forrester (Guest Speaker) | Phil Leininger, SVP&GM, USAA| Sunil Karkera, Head, TCS Interactive Recorded: Jan 29 2020 60 mins
    In this age of digital disruption, it’s time to redefine customer experience by leveraging technology, behavioral economics, and innovative ideas. Firms that move beyond the front end to enterprise transformation will realize the benefits.
    Join our guest speakers from Forrester Research, USAA and our TCS expert to discover how to deliver the digital experience your customers demand.
  • CX Transformation Approach for Telcos Using Design Thinking and Machine First™
    CX Transformation Approach for Telcos Using Design Thinking and Machine First™
    Dhananjay Hegde, Industry Transformation Group Lead, Cognitive Business, Communications, Media and Information, TCS Recorded: Jan 29 2020 30 mins
    Digital orchestration is helping telcos reimagine customer journeys. Discover how leading telcos are setting the benchmark on reimagining customer experiences to retain market leadership, improve CX and reduce cost-to-serve by leveraging an automated, analytics-driven, on the cloud, non-intrusive intelligent customer experience center.
  • Knowledge Management: Member Interview with Tim Passios, MindTouch
    Knowledge Management: Member Interview with Tim Passios, MindTouch
    Tim Passios, VP of Marketing, MindTouch Recorded: Jan 29 2020 10 mins
    Knowledge Management has traditionally been viewed as un-inspiring technology, essentially doing little more than providing agents answers to frequently asked questions. However, with the help of the right Knowledge Management platform, you can actually make your knowledge content searchable by Google and immediately start serving the “invisible masses” of customers you never even knew existed!
  • Process Improvement/Automation: Member Interview with Chris Wadley, Esker
    Process Improvement/Automation: Member Interview with Chris Wadley, Esker
    Chris Wadley, Business Development Manager, Esker Recorded: Jan 29 2020 6 mins
    Do you have processes in your center – repetitive, redundant, and/or manual tasks – that if you could automate would improve both the agent and customer experience?

    We invite you to watch this brief interview as David and Chris take a few minutes to discuss some of the core principles of process automation and how it relates to the customer service environment. Chris will explore key process traits that, if automated, would enhance the service level in your organization as well as aid with hiring and retention.
  • Enabling Great Customer Conversations - An Interview With Matt Lawlor, Spearline
    Enabling Great Customer Conversations - An Interview With Matt Lawlor, Spearline
    Matt Lawlor, CTO, Spearline Recorded: Jan 29 2020 7 mins
    Take a look as CCNG President and CEO David Hadobas interviews Matt Lawson, CTO with Spearline.

    During this interview Matt looks at customer experience from the telecoms angle. Contact Centers justifiably focus on metrics such as first contact resolution, average handling time, and more, but that customer interaction often happens in the "environment" of a phone line. Whether the inbound phone services are supporting a positive customer experience or not is worth considering. Matt and the team at Spearline have loads of experience helping businesses to connect with their customers, and connect well.
  • Chat Before You Bot: Align Requirements for Digital Transformation Success
    Chat Before You Bot: Align Requirements for Digital Transformation Success
    Joe Bigio, Co-Founder and EVP, Quovim C3 Recorded: Jan 28 2020 9 mins
    Chatbots… AI... Omnichannel… Contact centers can sometimes get caught up with the newest or trendiest tools, without having a clear strategy or understanding of customer needs. Before jumping to a chatbot, have they mastered chat?

    Listen in as Joe Bigio from Quovim C3, a leading contact center solution and service provider, outlines best practices when considering the adoption of new channels or technologies. Joe proposes taking a step back to define customer needs and business requirements, and then selecting the digital transformation tools that best align with the objectives.
  • Is a good economy bad for USA call centers?
    Is a good economy bad for USA call centers?
    Michael Replogle, VP Operations, CustomerServ Recorded: Jan 27 2020 10 mins
    Low unemployment rates and positive economic conditions usually lead to increased customer contact volume at call centers. However, many USA based call centers that are in-house or outsourced are challenged with staffing as a result of higher turnover rates, increased costs and more competition for call center workers.

    Listen in as Michael Replogle from CustomerServ, an outsourcing advisor and vendor matchmaker, breaks down some of the big challenges faced by contact centers in the USA. How can USA based call centers staff the right talent and what are the key considerations for in-house and outsourced call center leaders when it comes to retaining and nurturing talent? Are the trend lines moving toward alternative customer contact channels and is nearshore/offshore the answer to higher onshore turnover rates and rising costs?
  • Webinar: How to boost buyer engagement
    Webinar: How to boost buyer engagement
    Jon Perera - Highspot Recorded: Jan 21 2020 46 mins
    Many sales leaders are challenged by faltering sales often caused by the growing gap between buyers and sellers.

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

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

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


    Key Takeaways

    •Are you membership ready – the different types to consider
    •How to create a membership programme
    •Understanding the importance of member engagement
    •Why they join, why they leave
  • A Masterclass in AI-Enabled Support Transformation
    A Masterclass in AI-Enabled Support Transformation
    Jessica Ruvalcaba, Relativity, and Judith Platz, TSIA Recorded: Jan 16 2020 44 mins
    Customers expect effortless, individualized interactions—on websites, in apps, and on the phone—and the companies who manage to leverage AI to meet these expectations are reaping business benefits and gaining competitive ground.

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

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

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

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

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

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

    Are you ready?
  • Getting Started with Conversational Artificial Intelligence
    Getting Started with Conversational Artificial Intelligence
    Artificial Solutions: Chris Tew, VP APAC & Alexander Hoffmann, Presales Engineer Recorded: Jan 14 2020 45 mins
    What's Conversational AI and how can it transform my business? How do I get started?

    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. But creating this type of experience requires more than just simple slot-filling chatbot technology, where users are expected to speak or text in formulaic, rigidly structured commands. Customers want to converse using their own words, phrases and terminology, and expect an intelligent response.

    From answering a simple billing query or booking a reservation, to delivering advice on complex topics, an intelligent conversational interface lets your customer ask for exactly what they want to know.

    Join Chris Tew, VP Sales Asia Pacific for Artificial Solutions as he discusses how companies can get started on their digital transformation and conversational AI journey today. Then, Alexander Hoffmann, Presales Engineer for Artificial Solutions will live demo a Teneo built solution.
  • Mobilytix(TM) IRIS: Empowering Telecom Retailers
    Mobilytix(TM) IRIS: Empowering Telecom Retailers
    Amit Sanyal and Chandan Tripathy Recorded: Jan 13 2020 23 mins
    An overview of how the MobiLytix(TM) IRIS offering unifies the retailer and customer's journey
  • The Best Assessment Tools for Boosting Team Effectiveness
    The Best Assessment Tools for Boosting Team Effectiveness
    Deb Calvert Recorded: Jan 7 2020 47 mins
    So many to choose from! But which one is best? Which assessment tool will meet the needs of YOUR team?

    In this webinar, you'll learn about:
    - the various types of assessments most often used for building team effectiveness and strengthening collaboration.
    -- How do identify the type of assessment your team needs
    -- Best practices for using a team assessment instrument
    -- What to do after the assessment for maximum impact

    I'll also share my favorites and explain why I like them and what I've seen them do. After all, you want results (not just a fun workshop), right?

    Bonus giveaways will include discounts on an assessment you may not have heard about yet. It's a powerful one that everyone who's part of a team should consider!
  • How Agent Analytics Bolsters CX
    How Agent Analytics Bolsters CX
    Robin Gareiss, President and Founder, Nemertes Research Feb 27 2020 4:00 pm UTC 60 mins
    Financial-services organizations must manage some of the most complex customer interactions of any industry. Customers have high expectations for knowledgeable service reps handling sensitive financial questions quickly, accurately, and following all regulations.

    Improving customer experience starts with empowering agents to serve them effectively. Doing so requires analytics and artificial intelligence.

    This webinar will showcase how financial-services companies are leveraging agent analytics and AI assistance to give them data, knowledge, and context to deliver stellar customer experience. Nemertes will present real-world data showing how these technologies can boost revenue, improve customer ratings, and reduce cost.
  • How to Use Intelligent Site Search to Increase Conversions
    How to Use Intelligent Site Search to Increase Conversions
    Jon Rossman & Mark Floisand Feb 27 2020 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
  • Revealed: The Secret to More Leads and Higher Sales Revenue through LinkedIn
    Revealed: The Secret to More Leads and Higher Sales Revenue through LinkedIn
    Peter Strohkorb Mar 2 2020 9:30 pm UTC 53 mins
    If you are in a Sales role, do NOT miss this webinar on how to leverage your existing LinkedIn account in a very sophisticated way to generate more and better-qualified sales leads on LinkedIn.
    BUT THERE IS A TWIST:

    This is NOT about you spending endless hours on LEARNING how to do it yourself.

    No, I will show you how you can have a constant stream of high-quality leads and personal engagement with your ideal prospects WITHOUT YOU having to do much work at all!

    So, if you are in Sales, don't miss "Revealed: The Secret to More Leads and Higher Sales Revenue through LinkedIn"

    Don't delay. Secure your booking now!
  • Constructing the Next Gen Agent: Why AI is Required
    Constructing the Next Gen Agent: Why AI is Required
    Phil Nanus (TSIA), Lipika Brahma (Coveo), Adam Mullen (Athenahealth) Mar 3 2020 6:00 pm UTC 47 mins
    It’s clear the role of the support agent is changing. From simple fixer to counsellor and coach, support agents’ day-to-day jobs are becoming more strategic as more content is driven to self-service channels. But how can AI influence this new way to work?

    In this success story session, we’ll dive deep into how Athenahealth welcomed AI with open arms to enable their agents to do more on their own, and how they became more collaborative, more invested and created more content along the way.

    We’ll study the effects of knowledge management and gamification in the context of AI-driven support and how agents find more purposeful work along the way.
  • How to Stay Ahead of the Curve and Improve Agent Engagement
    How to Stay Ahead of the Curve and Improve Agent Engagement
    Noel Roberts, CTO / VP of Marketing, Aria Mar 3 2020 7:00 pm UTC 60 mins
    Across the board, agent behavior and tasks are becoming more complex. New tools and methods haven't been leveraged. The results are that agent engagement has been dropping, churn has been rising, and customer experience has been suffering.

    During this webinar we'll explore new and emerging methods of automation, agent assistance, and how you can shift your organization to include agent experience, reduce attrition, and improve customer experience.
  • Webinar: The Number 1 Reason You Are Not Hitting Quota
    Webinar: The Number 1 Reason You Are Not Hitting Quota
    Steve Burton - The Point Co Mar 5 2020 2:00 pm UTC 75 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?
  • 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 (Acuity Brands) & Lipika Brahma (Coveo) Mar 5 2020 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
  • Building a Foundation for Transformative Self-Service
    Building a Foundation for Transformative Self-Service
    Mark Floisand, Chief Marketing Officer, Coveo Mar 10 2020 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.
  • Why CAI and CX Go Hand-in-Hand
    Why CAI and CX Go Hand-in-Hand
    Rob Wilson-Fry, Mark Jones (Artificial Solutions) & Sheri Atienza (Vonage). Mar 10 2020 5:00 pm UTC 45 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.

    UX and CX are key to delivering a successful and engaging conversational AI experience. Users expect to be able to interact with brands through their preferred channels – whether it is WhatsApp, Facebook Messenger, Viber or just voice.

    Join Rob Wilson-Fry and Mark Jones from Artificial Solutions, and Sheri Atienza from Vonage, to understand why CAI and CX go hand-in-hand and discover how to get started with your conversational AI journey. Take advantage of their expertise and make sure you join us for the live interactive Q&A session at the end of the webinar, where Rob, Sheri and Mark will be able to answer your questions.

    When registering for this webinar you are accepting sharing your contact details with both Artificial Solutions and Vonage.
  • Better Agent Tools = Better Customer Service
    Better Agent Tools = Better Customer Service
    Robin Gareiss, President and Founder, Nemertes Research and Gayathri Krishnamurthy, Product Marketing Director, NICE inCont Mar 10 2020 6:00 pm UTC 60 mins
    Is your contact center system working against you? Research shows that agents’ No. 1 goal is helping customers – and their No. 1 challenge is struggling with hard-to-use tools. Agent desktops often lack contextual, relevant data to help them promptly solve customer problems—and capitalize on opportunities. That’s contributed to poor KPIs, such as handle times and first contact resolutions impacting customer experience. Agents can’t improve issue resolution unless their contact center improves access to better customer data, analytics, and applications.
    This webinar presents tools your team needs to:

    • Access customer data and context effortlessly
    • Improve customer success metrics with an integrated desktop
    • Improve customer experience through faster problem resolution
    • Reduce call backs by resolving the issues, the first time

    Streamlining agent technology with analytics tools gives them the speed to solve customer issues, right at the first interaction. And, organizations are uncovering measurable success metrics: Customer ratings improve by 51.9%, and operational costs drop by 22.7%, according to Nemertes Research.

    Join Robin Gareiss, President and Founder at Nemertes Research and Gayathri Krishnamurthy, Product Marketing Director at NICE inContact in this webinar!
  • Make Web Experiences Personal: Use AI to Inject Relevance into Every Interaction
    Make Web Experiences Personal: Use AI to Inject Relevance into Every Interaction
    Simon Langevin, Product Manager, Coveo Mar 12 2020 5:00 pm UTC 35 mins
    Manually personalizing your digital experience for every website visitor is near impossible. Having your team track, update, and deliver the most relevant content, the moment it’s needed, is just not feasible. This approach can lead to inconsistent and unreliable experiences for customers, places unnecessary burdens on marketing and web teams, and significantly increases cost of operation. Smarter, automated, and more scalable technologies are necessary to both satisfy today’s relevance-seeking customers and stay ahead of competition.

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

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


    You’ll also get a peek at AI-powered strategies that pacesetter companies are using to deliver relevance at every touchpoint.
  • Make your Customer Service Organization a Competitive Differentiator
    Make your Customer Service Organization a Competitive Differentiator
    Juanita Olguin, Sr. Product Marketing Manager, Coveo Mar 17 2020 5:00 pm UTC 60 mins
    Join Senior Product Marketing Manager at Coveo, Juanita Olguin and CMSWire for this 60 minute webinar where we walk through practical, real life examples of how leading companies are successfully leveraging AI and machine learning to transform their customer support operations.

    In this webinar you'll learn:

    Understand AI in the context of your overall business with an emphasis on customer support
    Assess your organization’s readiness for AI based on the maturity of your support organization
    Prioritizing machine learning within your business and support strategy
    Evaluating the potential for AI to deliver a strong ROI to the business
  • Webinar: Your next client is on LinkedIn but are you ready?
    Webinar: Your next client is on LinkedIn but are you ready?
    Chris Roxburgh - Maguire Training Mar 19 2020 2:00 pm UTC 60 mins
    75% of UK business people have a LinkedIn profile, but few prepare it properly for that potential client visit. With over 10 million UK members using LinkedIn every day, it must be worth investing some time in ensuring that your profile makes that all-important good first impression.

    Just as you wouldn’t attend a sales pitch unprepared, wearing shorts and a tee-shirt this webinar will demonstrate how to avoid the online equivalent with your LinkedIn profile. We will demonstrate how to build a profile that will impress visitors and create a hunger to learn more about you and your services.

    5 Key takeaways:

    1.The sheer scale of the opportunity offered by LinkedIn
    2.That by using this most underestimated sales aid properly, you will become one of the 1% who do!
    3.The power of a direct message
    4.The importance of good, mixed content
    5. That people buy people, so do your profile justice
  • Deliver More Relevant Website Experiences by Leveraging Analytics
    Deliver More Relevant Website Experiences by Leveraging Analytics
    Melissa Weickert, Andrew Dick, Jordan Dietriech Mar 19 2020 5:00 pm UTC 56 mins
    Formica, the world’s leading manufacturer of high-pressure laminate, noticed that its website was not meeting customer expectations. With a complex digital portfolio, covering 28 country sites, 14 languages and 450,000-plus products, the company had to act, before customers went elsewhere for their residential and commercial flooring needs.

    In this webinar, Formica will share how the company is now using AI-powered search, recommendations and data analytics to redirect sales leads, and compensate for regional differences in its product catalog and content. You’ll hear how Formica manages two go-to-market models (B2B and B2C) on a global basis, plus an overview of the internal processes the company has set up with its global teams and partners.

    Join this webinar and learn how to:

    - Develop a unified strategic plan to deliver more relevant visitor and customer experiences
    - Evolve your end user experiences using Coveo and Sitecore
    - Scale your sales efforts more effectively.
    - Increase personalization to provide effortless customer self-serve options
  • AI at your Service: Improving customer service and support at every interaction
    AI at your Service: Improving customer service and support at every interaction
    Neil Kostecki Mar 24 2020 5:00 pm UTC 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
  • Building an Intelligent Self-Service Journey Map
    Building an Intelligent Self-Service Journey Map
    Neil Kostecki, Senior Product Manager, Coveo Mar 31 2020 5:00 pm UTC 37 mins
    The customer community. Product information pages. Your website. The support site. How many different places do your customers visit when they are self-serving?

    Your customers are using multiple channels to find the information they need as part of one continuous self-service journey—and it’s time to approach your self-service strategy the same way. With so many touchpoints in different channels in the customer service journey, support leaders are faced with a unique challenge to unify the interactions and data in their self-service strategy to meet the demand for relevant and effortless experiences.

    An intelligent self-service strategy outlines every touchpoint of the support journey and the experience it should deliver, based on the customer’s context and intent. In this session you’ll learn how to build a self-service journey map that will help you outline:

    - A process to create and reuse support knowledge and content in the flow of work and self-service.
    - A map of your support touchpoints and how they should leverage the context, information, and behavior other touchpoints are capturing in order to deliver relevant and consistent experiences.
    - Which metrics and KPIs you need to track for each channel to measure success and create a continuous cycle of improvement.
  • Self-Service Best Practices for Salesforce Community Cloud
    Self-Service Best Practices for Salesforce Community Cloud
    Ezmie Bouchard Apr 7 2020 5:00 pm UTC 31 mins
    It’s no surprise when it comes to resolving issues and finding information, customers prefer to self-serve. And organizations prefer it too because it dramatically reduces support costs. But if you want to make great self-service a reality on your Salesforce Community you need to give customers an intelligent and intuitive search experience and proactively recommend content that can help.

    Watch this webinar to learn tips and best practices we’ve seen our customers implement to increase self-service success & boost case deflection.

    In this webinar, we:

    - Dive into what great self-service looks like and show you the formula for creating relevant support experiences
    - Share case study examples of successful Salesforce Communities using Coveo
    - Answer questions about AI-powered search and recommendations 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 and recommendations to boost customer self-service.
  • Delivering Effortless Support Experiences that Drive Business Results
    Delivering Effortless Support Experiences that Drive Business Results
    Neil Kostecki, Senior Product Manager, Coveo Apr 14 2020 5:00 pm UTC 42 mins
    Amazon, Google and Netflix have shown us what’s possible from digital experiences. But disjointed channels, siloed information, and ‘’one-size-fits-all’’ experiences are still all-too-common among service, sales and commerce operations.

    Learn and see how digital experience leaders are leveraging AI to deliver interactions that anticipate customer needs and make personalized, contextual and proactive recommendations inside various Salesforce Clouds - and the business benefits they are reaping.

    From automation to relevance, you'll learn how you can combine Salesforce Einstein and Coveo AI to enhance your digital experiences.

    In this webinar, you'll learn how you can leverage AI to deliver personalized and contextually relevant self-service and support experiences that drive self-service success and agent proficiency.
  • Turning your Salesforce Community into a Case Deflection Engine
    Turning your Salesforce Community into a Case Deflection Engine
    David James, Product Marketing Director Apr 21 2020 5:00 pm UTC 45 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 Salesforce Community, you need to give customers an intelligent and intuitive search experience and proactively recommend content that can help.

    Watch this 60-minute webinar to learn the three ways you can turn your Salesforce Community into a self-service & case deflection engine. In this webinar, we’ll:

    - Share case study examples of successful Salesforce Communities using Coveo
    - Walk through live community sites like Adobe, Logitech and Salesforce
    - Answer questions about how AI-powered search capabilities can help solve common challenges with case deflection
  • Webinar: Forget selling – You need to HELP your prospects to buy!
    Webinar: Forget selling – You need to HELP your prospects to buy!
    Kevin Dixon - Boxxstep May 5 2020 10:00 am UTC 60 mins
    B2B sales are tough right? Well, I’ve got news for you, buying is even tougher!

    Have you ever wondered why so many deals end in no decision?
    Do you know why sales cycles are now longer?
    Do you think that product or service differentiation is how to win?
    Do you even know how your prospects decide and buy?

    You’ve all heard about Sales Enablement, but how many of you know about Buyer Enablement?

    Smart salespeople have worked out that helping can be more effective than selling.

    Smart sales leaders focus on the buyer’s perspective.

    Find out how.

    It’s for: Anyone involved in complex or enterprise B2B sales – Salespeople, Sales Leaders, Sales Enablement

    1.How are companies deciding and buying?
    2.What is the buyer committee and what do you need to know about them?
    3.How can you help your internal champion?
    4.How can you help and collaborate with the buyer committee?
    5.Why should you review your sales engagements?
  • Introduction to Customer Experience for Every Organization
    Introduction to Customer Experience for Every Organization
    Deb Calvert Sep 1 2020 3:00 pm UTC 45 mins
    Customer Experience (CX) is not a passing fad. It's THE business differentiator that will draw customers to you like moths to a flame. Or, if you ignore it, it's what will have your competitors eating your lunch everyday.

    This presentation is for small business owners, salespeople, and others who are seeking ways to become memorable and indispensable to buyers. We'll cover:

    -- The basics of CX: what it is any why it matters
    -- Research with buyers that explains why you want to get in on this!
    -- How to provide a relevant, meaningful, personalized experience
    -- Why superior customer service and low prices aren't enough anymore

    CX really does give you a competitive advantage. Don't get left behind!