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Customer Success

  • 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 Recorded: Sep 17 2019 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
  • Connect the Dots: Integrated Programmatic Marketing for Financial Services Firms
    Connect the Dots: Integrated Programmatic Marketing for Financial Services Firms
    Sajan Jacob, Head - Business Development & Strategy UK & Europe, TCS Interactive Recorded: Sep 17 2019 32 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).
  • Drive Engagement and Trust with Smarter Content Marketing
    Drive Engagement and Trust with Smarter Content Marketing
    Rebecca Gaspar, Global Head Content Services, TCS Interactive Recorded: Sep 17 2019 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.
  • 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 | Howard Schargel Executive Creative Director, TCS Interactive Recorded: Sep 17 2019 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.
  • 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 Recorded: Sep 17 2019 31 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.
  • How to boost buyer engagement and retention
    How to boost buyer engagement and retention
    Lawrence Keltie, Sales Enablement Specialist, Showpad Jan 27 2020 11:00 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!
  • Building a Foundation for Transformation Self-Service
    Building a Foundation for Transformation Self-Service
    Mark Floisand, Chief Marketing Officer, Coveo Recorded: Sep 12 2019 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.
  • 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. Recorded: Sep 12 2019 50 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.
  • Transforming Customer Care with AI
    Transforming Customer Care with AI
    Laura Bassett, Senior Director Product Marketing, NICE inContact Recorded: Sep 10 2019 62 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
  • ICE [Ep 3]: The Agent Experience - From Good to Great
    ICE [Ep 3]: The Agent Experience - From Good to Great
    Robin Gareiss, President and Founder, Nemertes Research Recorded: Sep 10 2019 51 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.
  • Venture Industrialist: Investment Strategies for Connected Industry
    Venture Industrialist: Investment Strategies for Connected Industry
    Ken Forster, Managing Director, Momenta Partners & Momenta Ventures Recorded: Aug 29 2019 62 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
  • ICE [Ep.2]: Top 5 'Must-Haves' for Your Next-Generation Contact Center
    ICE [Ep.2]: Top 5 'Must-Haves' for Your Next-Generation Contact Center
    Robin Gareiss, President & Founder, Nemertes Research Recorded: Aug 29 2019 48 mins
    Intelligent Customer Engagement 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.
  • How to Use Intelligent Site Search to Increase Conversions
    How to Use Intelligent Site Search to Increase Conversions
    Jon Rossman & Mark Floisand Recorded: Aug 27 2019 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
  • Use Cases for Conversational AI in the Automotive Industry
    Use Cases for Conversational AI in the Automotive Industry
    Siem Uittenhout, Ann Knox, Yelena Kasianova Recorded: Aug 27 2019 29 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.
  • Combining  #3brainselling with Neuroscience to accelerate growth
    Combining #3brainselling with Neuroscience to accelerate growth
    Mark Erskine: ISM Fellow Recorded: Aug 27 2019 51 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.
  • 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 Recorded: Aug 22 2019 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.
  • AI for Business & IT - 8 Technologies, 9 processes, 10 checklist items
    AI for Business & IT - 8 Technologies, 9 processes, 10 checklist items
    Arun Trivedi Recorded: Aug 21 2019 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?
  • [Ep.1]: AI Drives Measurable Success in Customer Engagement
    [Ep.1]: AI Drives Measurable Success in Customer Engagement
    Robin Gareiss, President & Founder, Nemertes Research Recorded: Aug 21 2019 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.
  • 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 Recorded: Aug 20 2019 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
  • 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
  • Has Your Chatbot Run Out Of Steam
    Has Your Chatbot Run Out Of Steam
    Andy Peart, Peter Joles, Yelena Kasianova Sep 18 2019 4:00 pm UTC 45 mins
    One of the main reasons’ bots are failing is their conversational ability – or to be more precise, lack of it.

    Brilliant bots must give users a humanlike experience, therefore if you’re building a bot, you need to make sure it is able to truly handle natural language conversations. Many of the bots out there may work fine if you follow a linear, prescribed way of engaging with them, by asking the questions and providing information in exactly the way that the bot developer intended. But unfortunately, we as humans tend not to do this—we communicate using natural language. We branch off at tangents, we circle back, we miss out crucial facts and figures, we ask for clarifications. We want to be able to speak to bots in a humanlike manner, and we want those bots to understand us.

    Join Andy Peart, CMSO at Artificial Solutions as he discusses what steps to take to create a brilliant bot. As well as, Peter Joles, who will demo a Teneo built solution.

    -

    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.
  • 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?
  • ICE [Ep.4]: Analytics' Role in Improving DCX
    ICE [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
  • ICE [Ep.5]: CX Success Stories Require Technology, Leadership, Data
    ICE [Ep.5]: CX Success Stories Require Technology, Leadership, Data
    Robin Gareiss, President and Founder, Nemertes Research Oct 9 2019 5:00 pm UTC 60 mins
    Intelligent Customer Engagement Series [Ep.5]: CX Success Stories Require Technology, Leadership, Data

    A great story requires more than a compelling narrative. Marketing teams can significantly elevate their success with the right combination of leadership, technology, and data derived from well-planned customer interviews.

    Crafting that perfect story requires an expanded mindset about what comprises “marketing.”

    In this webinar, join Nemertes Research President Robin Gareiss, who recently completed detailed research with 518 companies on how they use advanced technologies and reshape their organizational structure to improve customer experience. Based on this research and her experience as a journalist, marketing content developer, and CX advisor, she will cover:

    1. Organizational overhaul: Why a Chief Customer Officer is vital, and how the CMO and CCO work together for joint success.
    2. Technology leverage: What are the key technologies and contact-center initiatives that result in measurable CX success—ultimately delivering crucial data to marketing teams that support their success stories?
    3. The perfect story: How to conduct interviews that get real-world data to support your mission.
  • Crushing Your Sales Quota by Coaching Sales Champions Interview with Keith Rosen
    Crushing Your Sales Quota by Coaching Sales Champions Interview with Keith Rosen
    Keith Rosen: CEO of Profit Builders Oct 10 2019 1:00 pm UTC 60 mins
    Reasons to Attend:

    Sales training doesn’t develop sales champions. Managers do. If you want to make your people more successful and have them live their fullest potential today, first make your managers and salespeople best in class coaches – the critical and missing skill of top sales leaders.

    Join Keith Rosen, global authority on sales and leadership and award-winning author of Coaching Salespeople into Sales Champions and Sales Leadership to discover how you can become a more effective leader by developing the habit of coaching to boost sales and productivity, develop sales champions, retain top talent and most important; builds trust.

    Key Takeaways

    During this interview, you will learn how to:

    • Ask more questions, give less advice, and build the trust and accountability to rely on people to do their job

    •Reduce your workload and save over 20 hours every week on unproductive, wasteful activities

    •Shatter the toxic myths around coaching to eliminate generational gaps and departmental silos

    •Improve forecast accuracy, achieve business objectives, boost sales faster, as well as a winning and retaining more customers

    •Create buy-in around strategic change and improve daily performance metrics

    •Assess company readiness and ensure implementation of a successful, sustainable coaching initiative to create a healthy, happy workplace and extraordinary sales leaders

    •Turnaround underperforms fast, and identify the critical conversations managers engage in. (Leveraging CRM, account, pipeline, performance, deal reviews, etc.)
  • Speech Analytics 101: Hours of Research in 30 Minutes
    Speech Analytics 101: Hours of Research in 30 Minutes
    Roger Lee, Director Customer Success, Gridspace Oct 10 2019 6:00 pm UTC 60 mins
    We’re ready to help you evaluate the right speech analytics solution for YOUR organization. Join us on October 10 to learn all you need to know about Speech Analytics from the bottom up.

    In this 30 minute education series webinar we’ll help you get a better understanding of:

    *What you need to know as you research your options, including critical questions to ask to avoid speech analytics failure
    *How to establish a high-level business case
    *Proof of value (POV) before you buy

    Join Roger Lee, aka Professor CXi, Customer Success Leader with Gridspace, as he shares valuable insights that will help make you an informed buyer.
  • Inside Sales – Inhouse vs. Outsourced
    Inside Sales – Inhouse vs. Outsourced
    Owen Richards. Managing Director. Air Marketing Group Oct 22 2019 10:00 am UTC 60 mins
    Reasons to Attend:

    Outsourcing your sales, lead generation or telemarketing activity can be a fantastic way to grow revenue. But why wouldn’t you simply grow an in-house team?

    The reality is that both models can work well, but without the right systems and processes, both have many potential pitfalls.

    In this webinar, we explore the potential risks, upsides, and downsides of in-house vs. outsourced, as well as analysing the differences in investment levels, time and resource.

    You should attend this webinar if inside sales, telemarketing or lead generation is, or could be, part of your growth plans and if you’d like to learn more about which model is right for your business.

    Key Takeaways

    •The benefits if both outsourcing your sales and lead gen
    •How to choose the right outsourced sales partner – What to look for
    •The benefits of building your own inside sales team
    •How to setup and in-house Inside sales team successfully
    •The investment level required for both models
    •How to measure your investment and return
    •Running a combined in-house/outsourced model
  • ICE [Ep.6]: Setting Budgets, Finding Stakeholders for AI-Enabled DCX Projects
    ICE [Ep.6]: Setting Budgets, Finding Stakeholders for AI-Enabled DCX Projects
    Robin Gareiss, President and Founder, Nemertes Research Oct 22 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.
  • How to generate B2B leads with international digital marketing
    How to generate B2B leads with international digital marketing
    Xabier Izaguirre, Head of Planning, Oban International Oct 24 2019 10:00 am UTC 45 mins
    Reasons to Attend:

    Oban has helped several clients across various sectors and has learned a few tips and tricks to influence the whole lead generation process: from setting out a strategy based on audience insight to write content and promote it online.

    This is an opportunity to gain some basic insight into how marketing departments can increase the rate and efficiency in generating leads for sales departments.

    Key Takeaways

    •Ways to understand your audience better and prioritise countries
    •Techniques to generate content ideas to attract more prospects to your site
    •Whether capturing date is always better
    •Best practice in data capture
    •How to use paid media to drive users to your site
  • Understanding how new sales trends are changing the way we work
    Understanding how new sales trends are changing the way we work
    Kerry Nutley. Strategy Director – HCM Oracle Nov 5 2019 11:00 am UTC 60 mins
    Reasons to Attend:

    Organisations of all sizes are often clear about why customers should buy from them. However, understanding how this translates into the 'how and the what' of the front office in terms of sales and marketing can be hard to articulate. With new sales trends and online sales blurring what is sales and what is marketing, organisations and sales leaders need to be clear on organisations boundaries and who does what.

    Can you say with confidence your front office operating model is aligned to maximise the changes in a digital and dynamic selling environment?

    A clearly aligned operating model can help maximise return and sales effectiveness by focusing you on the interactions and customers that count. This session will walk through the layers of a front office operating model to challenge your thought process, asking ... is your front office operating model fully aligned for today’s market and up and coming sales trends?


    Key Takeaways

    Key trends in sales in B2B
    What this means for your sales and marketing organisation and supporting operating model
    How key trends are changing the seller landscape in terms of what sellers do
  • How SDRs Can Set 40% More Appointments: Work Leads Faster & Book More Meetings
    How SDRs Can Set 40% More Appointments: Work Leads Faster & Book More Meetings
    Scott Amerson, VP of Sales & Darryl Praill, CMO - VanillaSoft Nov 5 2019 2:00 pm UTC 60 mins
    Reasons to Attend:

    57% of B2B companies identify 'converting qualified leads into paying customers' as a top priority. Yet, lead qualification is a stumbling block in many organizations.

    67% of lost sales are the direct result of sales reps not properly qualifying their potential customers before taking them through the sales cycle.

    To be effective, sales reps must learn the subtle art of working leads faster and booking more meetings. For inbound opportunities, the sales rep must act as the guardian at the gate....

    On November 5th join Scott Amerson, VP of Sales for VanillaSoft, as he shares his top lead qualification practices.

    Key Takeaways

    Register now and learn:
    -How to rapidly disqualify leads.
    -Tips for getting to the right contact faster.
    -Where to focus your time for maximum results.
  • Why membership is the new revenue generating community
    Why membership is the new revenue generating community
    Gordon Glenister, FISM Nov 12 2019 11:00 am UTC 60 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
  • What’s missing in your sales and marketing mix?
    What’s missing in your sales and marketing mix?
    Simon Murthwaite / Sales Director/ Air Marketing Group Nov 19 2019 11:00 am UTC 60 mins
    Reasons to Attend:

    A multi-touch, multi-channel sales and marketing process will always prove the most successful. Yes, that means cold calling and social both and can work seamlessly. But how do they integrate and how do you ensure success?

    This webinar will be focused on the full spectrum of sales and marketing mix available. Taking you right through the customer journey and how to ensure prospects remain engaged.

    Should you be doing a bit of everything? Or are you better doing a small amount really well? And if you’re only going to embark on an ambitious sales and marketing plan, what are the options that give you the biggest return?

    But what happens when the prospect disappears of the face of the earth? Or if an MQL doesn’t qualify to an SQL? Or even once a prospect becomes a customer. How do you build a process that maximizes your revenue opportunities across the customer or buyer journey?

    Well, that’s what we’ll explore.

    Key Takeaways

    •Which channels are you forgetting?
    •Which channels do you need to explore further?
    •Where are your customers?
    •How are you ensuring every engagement has the maximum opportunity to produce the most value?
    •Where’s the hole in your marketing and sales process?
    •How to successfully integrate sales and marketing processes, to deliver revenue
  • How to Handle Sales Objections
    How to Handle Sales Objections
    Chris Murray, founder of the Varda Kreuz Training Group Nov 21 2019 11:00 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
  • The Science of B2B Sales
    The Science of B2B Sales
    James Isilay, CEO & Founder, Cognism Nov 28 2019 11:00 am UTC 60 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
  • How To Help Employees Find Meaning In Work
    How To Help Employees Find Meaning In Work
    Andre Andersen, Motivational Guide and Trainer Dec 3 2019 11:00 am UTC 45 mins
    Reasons to Attend:

    Leading yourself or others, it doesn’t matter. At the end of each day, we are all looking for meaning and purpose for what and why we get out of bed every morning.

    It's an important aspect that impacts our daily lives.

    As a business and leader, you play an instrumental role in helping your employees finding purpose, and it should start with your business being 'purpose-driven' instead on 'product/solution' driven.

    Many employees feel that they are just working for a paycheck and aren’t contributing to the greater good of society.

    Without a sense of purpose, it’s difficult for employees to connect with their work and their company. Working with a sense of purpose boosts employee motivation, productivity, morale, and overall job satisfaction.

    Key Takeaways

    - What is purpose or meaning?
    - How do I find it?
    - How can I help others to find it?
    - Why should I care?
  • Essential sales skills needed to succeed in the construction industry
    Essential sales skills needed to succeed in the construction industry
    Stella Dixon: Training Manager, Aggregate Industries Dec 9 2019 11:00 am UTC 30 mins
    Key Takeaways:

    A suggested approach to developing commercial skills in Business Graduates in the construction industry.

    Reasons to attend

    Commercial awareness is one of the key attributes cited by many employers as being essential to employability, but unfortunately, one that many people seem unable to demonstrate. It comes up time and time again in job advertisements, discussions between recruiters and on careers guidance websites. But what does 'Commercial Awareness' really mean, and how can you develop it?