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Customer Success

  • 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.
  • The Intelligent Edge: The Next Frontier of IoT Innovation
    The Intelligent Edge: The Next Frontier of IoT Innovation
    Ed Maguire, Momenta Partners Recorded: Jun 27 2019 57 mins
    Edge, mobile edge, and fog computing have emerged, offering a panacea to the pain points of IoT data. Companies such as Intel, SAP, Ericsson and Dell Technologies are creating their own solutions. Edge computing has the potential to impact the data infrastructure of the IoT, but what are the benefits and risks of moving away from the cloud? Edge computing comes with a suite of considerations that need to be carefully considered prior to adoption that we'll explore in turn.

    This webinar will cover:

    - The current state of fog and intelligent edge computing
    - What are the benefits/risks of moving away from the cloud?
    - What does this mean for cloud computing, data infrastructure and data analytics?
    - What are the best use cases of edge computing and what are its limitations?
    - Forecasts on future applications
  • Running a Sales Demo Best Practices
    Running a Sales Demo Best Practices
    Matt Carreira Recorded: Jun 26 2019 37 mins
    Learn how to run a sales demo that helps you close deals; including mistakes to avoid, best practices, and questions you should ask.
  • 3 ways to navigate your way to Business Transformation enabled by digital
    3 ways to navigate your way to Business Transformation enabled by digital
    Arun Trivedi Recorded: Jun 26 2019 42 mins
    Digital Transformation is dead! As you plan your journey, one of the first steps is to think about what needs to be done, why and how. The webinar presents 3 ways to navigate your way without losing track of your goal(s).

    Each path has its own set of focus areas. Irrespective of he approach you take, their are 6 dimensions of transformation that you must plan around to be successful.
  • 3 Must-Haves on the Path to a Better Customer Journey
    3 Must-Haves on the Path to a Better Customer Journey
    Alton Harewood, Solutions Consultant and Kara Allen, Global Workforce Management/Optimization, 8x8 Recorded: Jun 25 2019 60 mins
    Join this re-released conversation with Alton Harewood, Contact Center Consultant, and Kara Allen, Global Workforce Management and Optimization for 8x8, to hear how the fundamental building blocks of CX strategy are being used today, as well as which technology enablers provide the insight and oversight needed to adjust and administer the modern customer engagement team.

    As customer loyalty is tested by limitless options, the need to understand and manage the customer journey has become essential to competitive differentiation. And far from being the domain of only large corporations – organizations of all sizes must now seek to gain insight into how customer experience is executed and ways to improve.
  • Unlocking the Value in Conversational Data
    Unlocking the Value in Conversational Data
    Tim Bartz and Yelena Kasianova Recorded: Jun 25 2019 44 mins
    Data is widely recognized as one of the most valuable assets a company owns. Conversational data is, without doubt, the most valuable. The challenge is to understand what this data means and what effective actions to take as a result. Recognizing new or unexpected trends while staying in tune with customer behavior and sentiment is a competitive advantage, and key in building successful customer relationships, maintaining loyalty and increasing repeat business.

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

    -

    Introducing Teneo Developers, a new comprehensive resource to allow enterprise developers and partners fast access to experience the power of Teneo. Visit www.teneo.ai to get started for free.
  • Knowledge Management: Member Interview with Tim Passios, MindTouch
    Knowledge Management: Member Interview with Tim Passios, MindTouch
    Tim Passios, VP of Marketing, MindTouch Recorded: Jun 20 2019 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!
  • Simon Kucher Video: 3 key factors for optimizing your promotions strategy
    Simon Kucher Video: 3 key factors for optimizing your promotions strategy
    Simon Kucher Recorded: Jun 20 2019 3 mins
    Companies are leaving money on the table when it comes to their promotional strategies, says Simon-Kucher Partner, Ricardo Rubi. Find out the three key things companies should be taking into account when thinking about promotions to make sure you’re maximizing your growth without eating into your profits.
  • Simon Kucher Video: How to Monetize AI and Machine Learning Solutions
    Simon Kucher Video: How to Monetize AI and Machine Learning Solutions
    Simon Kucher Recorded: Jun 20 2019 3 mins
    We asked Partner and Board Member Madhavan Ramanujam how companies, especially those in the software, internet, and tech industries, can make money from their innovative solutions that use artificial intelligence and machine learning.
  • Simon Kucher Video: Recommendations on Digital Pricing for B2B Companies
    Simon Kucher Video: Recommendations on Digital Pricing for B2B Companies
    Simon Kucher Recorded: Jun 20 2019 3 mins
    "Focus on getting the fundamentals right and find out how you can improve your day-to-day pricing processes with digital support.” In this video, Dr. Andrea Maessen shares her short-term recommendations on digital pricing for B2B companies.
  • Simon Kucher Video: Sales Opportunity Self-Assessment
    Simon Kucher Video: Sales Opportunity Self-Assessment
    Simon Kucher Recorded: Jun 20 2019 2 mins
    Is your sales team failing to hit targets in a certain region? Or, are they meeting targets but there is room to go further? Take our 5-minutes Sales Opportunity Self-Assessment and receive immediate, actionable results tailored to your industry and market. Use this link to launch the assessment:

    https://www.simon-kucher.com/en/sales-opportunity-self-assessment
  • Growing sales with unified digital platform
    Growing sales with unified digital platform
    Jim Preston, Sales Director, Showpad Recorded: Jun 20 2019 73 mins
    Reasons to Attend:

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

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

    Key Takeaways

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

    - Boost Sales and ROI through a centralised end-to-end platform that aligns Sales and Marketing.
    - Adopt a buyer-first approach by creating personalised, buyer-driven content in real-time to boost engagements and results.
    - Reduce cost and drive efficiency with AI-driven search, recommendations and integrated IT infrastructure.
  • 6 Ways to Increase Self-Service Success on Your Support Portal
    6 Ways to Increase Self-Service Success on Your Support Portal
    David James, Director, Product Marketing, Coveo Recorded: Jun 18 2019 36 mins
    It’s no surprise when it comes to resolving issues and finding information, customers prefer self-service. And organizations prefer it because it dramatically reduces support costs. But if you want to make great self-service a reality on your support portal, you need to give customers an intelligent and intuitive search experience and proactively recommend content that can help.

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

    In this webinar, we will:

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

    If you’re a Customer Service Innovator, a Community Manager, or interested in the latest self-service trends, you won’t want to miss this info-packed session on the power of AI-powered search to boost customer self-service.
  • Incentives – following the money and growing profits
    Incentives – following the money and growing profits
    Christian Atherton and Sam Oliver-Welsh: Simon - Kucher & Partners Recorded: Jun 18 2019 74 mins
    Reasons to Attend:

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

    Questions like:

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

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


    Key Takeaways

    •Insight on what metrics tend to work best
    •How thinking of incentives as a cost can lead to sub-optimal decisions
    •Learn whether incentive caps tend to be a good idea or not
    •The place and relative value of penalties vs. positive incentives
    •How to maximise the impact incentives
  • Game On! Using Gamification to Increase Performance and Employee Retention
    Game On! Using Gamification to Increase Performance and Employee Retention
    Casey Kostecka, Convergent Recorded: Jun 12 2019 55 mins
    Gamification is still a hot topic within the contact center world. Most contact center leaders understand the appeal of incorporating game mechanics into their operations and can visualize the excitement and subsequent employee engagement the games will promote. Yet most contact centers still haven't implemented gamification due to the limited real world ROI information available.

    Convergent Outsourcing utilizes games tied to key performance metrics and has found the program to be very successful. During this webinar, Casey Kostecka will share Convergent's gamification experience, actual metric improvement results, and ROI data.
  • Contact Management | Moving from Spreadsheets to CRM
    Contact Management | Moving from Spreadsheets to CRM
    Perri Gutteridge - Implementation Specialist Recorded: Jun 12 2019 33 mins
    If you've ever felt intimidated by the amount of work you have to do to move from spreadsheets to CRM, this webinar will help. This webinar will take you through the benefits of utilizing CRM as your contact management system instead of your current spreadsheet situation.
  • Reducing Agent Effort and Lowering AHT for a Better CX
    Reducing Agent Effort and Lowering AHT for a Better CX
    Roger Lee, Director - Customer Success, Gridspace Recorded: Jun 6 2019 62 mins
    Providing an effortless employee experience is critical in delivering memorable customer service. How do you ensure that your customer service professionals are communicating accurate and complete information when they interact with your customers/clients? How do you know your customer service professionals are providing appropriate products/solutions to better serve your customers/clients?

    Join us for this discussion in which Roger Lee, Director - Customer Success for Gridspace, will share his thoughts on how to utilize machine learning speech analytics to provide agent assistance to improve both the employee and customer experience.
  • Reach Your Target Audience: Advanced Digital Marketing Strategies for Cannabis
    Reach Your Target Audience: Advanced Digital Marketing Strategies for Cannabis
    Taylor Wheeler, Director of Digital Sales for V Digital Services Recorded: Jun 5 2019 58 mins
    For any industry, navigating the complicated world of digital marketing can be a daunting task. That task becomes twice as hard when we consider the Cannabis Industry.

    Due to stringent regulations from Google, Facebook and other leading digital platforms, the marketing options available to the Cannabis industry are extremely limited.

    On Wednesday June 5th, join BrightTALK and V Digital Services’ Director of Digital Sales, Taylor Wheeler, to learn more about the unique marketing platforms that ARE available to the Cannabis industry, and how to utilize these platforms to reach your exact target customer. Specifically, Taylor will cover:

    - Organic and Local Search (SEO)
    - Hyper-targeted Device ID technology
    - Website Development in the Cannabis space

    You will also be able to review some case studies that showcase each of these platforms.

    Speaker: Taylor Wheeler, Director of Digital Sales for V Digital Services
    Taylor is an accomplished sales leader, presenter and trainer with over 15 years of success in marketing and advertising. Taylor has been a specialist in the digital marketing realm since 2008, with an emphasis on Organic SEO. Based in Denver, he has worked with Cannabis-related companies there locally, and across North America, since 2009.
  • 4 ways to improve customer retention - for B2B SaaS companies
    4 ways to improve customer retention - for B2B SaaS companies
    Arun Trivedi Jul 17 2019 4:00 pm UTC 45 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
  • 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 Jul 18 2019 5:00 pm UTC 60 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
  • 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 Jul 18 2019 6:00 pm UTC 60 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.
  • AI Myths Debunked Webinar Series: AI at your Service
    AI Myths Debunked Webinar Series: AI at your Service
    Neil Kostecki, Sr. Product Manager, Coveo Jul 24 2019 4:00 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
  • How To Help Employees Find Meaning In Work
    How To Help Employees Find Meaning In Work
    Andre Andersen, Motivational Guide and Trainer Jul 25 2019 10:00 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?
  • Why membership is the new revenue generating community
    Why membership is the new revenue generating community
    Gordon Glenister, FISM Jul 30 2019 10:00 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
  • Redefining Customer Experience with AI-driven Conversational Service Automation
    Redefining Customer Experience with AI-driven Conversational Service Automation
    Guest speaker Kjell Carlsson, along with Samith Ramachandran and Robert Barlow Jul 31 2019 1:30 pm UTC 60 mins
    By Uniphore and featuring Forrester

    Enterprises are on the brink of a customer experience revolution. AI technologies make it possible to drive customer engagement and superior customer service at hitherto-unseen scale and efficiency. However, many companies are struggling to take advantage of these developments. U.S. companies alone lose more than $75 billion a year due to poor customer experiences and most forego the opportunity to grow customer loyalty and share of wallet. Others risk alienating customers with incomplete solutions that downplay customer conversations.

    In this webinar we will discuss how enterprises are overcoming these challenges using Conversational Service Automation (CSA). With CSA, companies look to harness the best of human and artificial intelligence, to drive both automated conversations with your customers as well as superior calls with human agents, where agents are empowered with better information, next best actions, and automated workflows. We will dive into the elements of CSA and give examples of how enterprises are transforming customer service delivery in their contact centers.

    Topics Include:
    • The opportunity, and challenges, in using AI to drive superior customer experience
    • Understanding Conversational Service Automation in the context of customer service
    • Simultaneously achieving cost efficiencies while improving customer service with AI


    Join guest speaker Kjell Carlsson, Ph.D., Senior Analyst at Forrester, along with Samith Ramachandran, VP and Head of Products & Engineering, Uniphore and Robert Barlow, Director - Corporate Marketing & Communications, Uniphore who will address these topics and discuss how companies are transforming customer service through CSA.
  • AI Myths Debunked Series: AI and How We Buy
    AI Myths Debunked Series: AI and How We Buy
    Simon Langevin Jul 31 2019 5:00 pm UTC 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
  • Accelerating Customer Performance via Strategic Customer Assessments
    Accelerating Customer Performance via Strategic Customer Assessments
    Thomas B. Cross Jul 31 2019 8:00 pm UTC 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 the Nature of Work
    AI Myths Debunked Series: AI and the Nature of Work
    Stephen Rahal, Director, Product Marketing, Coveo Aug 7 2019 4:00 pm UTC 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
  • Intelligent Power Plants powered by Digital Twins
    Intelligent Power Plants powered by Digital Twins
    Ajai Singh, Director – Generation & Utilities, IoT, Americas, TCS. Aug 8 2019 3:00 pm UTC 60 mins
    Gain insights from the 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.
  • 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 Aug 8 2019 4:00 pm UTC 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
  • Speech Analytics 101 - Let the Buyer Be Aware
    Speech Analytics 101 - Let the Buyer Be Aware
    Roger Lee, Director Customer Success, Gridspace Aug 8 2019 6:00 pm UTC 60 mins
    There are numerous speech analytics solutions to utilize in your contact center. As you evaluate a speech analytics solution, keep in mind there are similarities, but also distinct differences. During this discussion you will gain a better understanding of:

    1. What you need to know as you research your options, including critical questions to ask to avoid speech analytics failure
    2. How to establish a high-level business case
    3. 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.
  • 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?
  • 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.
  • 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
  • UK market research - Insights into sales landscape and your competitive set
    UK market research - Insights into sales landscape and your competitive set
    Jim Preston, Sales Director, 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!
  • 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?
  • 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
  • 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.)
  • 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
  • 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.