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  • Why Browser Isolation is the New 'Sandbox'
    Why Browser Isolation is the New 'Sandbox'
    Lennart van den Ende, VP of Worldwide Sales Engineering - Menlo Security Recorded: Aug 22 2019 51 mins
    Protecting organizations from Web threats has typically been done with a proxy or DNS solution but a new approach has emerged. Isolation defends against today’s sophisticated zero-day exploits using an “air-gapped” browsing approach.

    Identified by Gartner as "one of the single most significant ways to reduce web-based attacks," remote browser isolation has become an important line item in IT budgets around the world.

    But not all Isolation is created equal. With so many offerings how do you weed through the noise?

    Learn:

    - Why remote browser isolation technology adoption is on the rise
    - Key use cases for Isolation that should be evaluated
    - 3 critical requirements when selecting a practical browser isolation solution

    Featuring SC Media and Lennart van den Ende, VP of Worldwide Sales Engineering - Menlo Security
  • ITSM 2020: Top 5 Predictions to Guide Your Service Desk Strategy
    ITSM 2020: Top 5 Predictions to Guide Your Service Desk Strategy
    Stephen Mann of ITSM.tools, Matt Klassen, Cherwell Software, VP, Product Marketing Recorded: Aug 22 2019 62 mins
    2020 is just around the corner, and it’s time to begin defining your ITSM goals, strategy, and related investments—with a focus on delivering business value. Join Kari Nelson of Cherwell Software and Stephen Mann of ITSM.tools for an in-depth discussion of the five most significant business and industry trends that will shape the service desk in 2020 and beyond.

    This webinar will explore:
    •Key shifts in both business and IT that will revolutionize the role of the service desk
    •Common barriers to embracing emerging trends and the opportunities they present
    •The imperative of shifting from an operational mindset to a business value mindset
    •How to build a practical roadmap that ensures not only the success but the very survival, of the IT service desk
  • IT Change Management in a High-Speed World
    IT Change Management in a High-Speed World
    Greg Sanker, Roy Atkinson (Moderator) Recorded: Aug 22 2019 60 mins
    Organizations are increasingly caught between competing goals: They must meet compliance and cybersecurity requirements and produce stable technology environments while simultaneously allowing for high-velocity changes. How can these competing goals be managed?

    In the webinar, Greg Sanker, author of IT Change Management: A Practitioner’s Guide will shed light on how these goals can be reconciled using accepted frameworks and proven methods, including:
    •The changing role of the Change Advisory Board (CAB)
    •Enabling change rather than inhibiting change
    •Using the “blast radius” model to determine risk
  • [Panel] The New Era of Proactive Problem & Incident Management in the Enterprise
    [Panel] The New Era of Proactive Problem & Incident Management in the Enterprise
    Elisabeth Thomas, Mohan Kompella, Christoph Goldenstern, Beverly Weed-Schertzer Recorded: Aug 22 2019 58 mins
    As AI-enabled tools continue to make a mark on IT operations, the face of proactive problem and incident management in the enterprise is starting to change.

    From making IT staff roles’ easier to encouraging self-service, there is a broad range of AI-powered solutions on offer. Join leading ITSM experts as they debate the complexities, functionalities, benefits and considerations of next-generation cloud and hybrid problem and incident management tools.

    Moderator: Elisabeth Thomas, Launch Product Marketing
    Panellists: Christoph Goldenstern - VP, Kepner Tregoe; Mohan Kompella - VP, BigPanda and Beverly Weed-Shertzer - ITSM Author
  • 3 Tips for Maximizing the Business Value of ITIL and ITSM
    3 Tips for Maximizing the Business Value of ITIL and ITSM
    George Spaulding of Pink Elephant and Matt Klassen of Cherwell Software Recorded: Aug 21 2019 63 mins
    Value may be overused word, but there is no escaping the reality that IT is faced with pressure to deliver more of it with each passing day. So how can you take what some would make you believe is a legacy framework like ITIL and a commodity technology like ITSM and extract maximum value?

    Join us for this relevant and compelling webinar in which George Spalding, VP at PinkElephant and Matt Klassen, VP at Cherwell Software, will unpack the key challenges IT faces today such as self-service, accelerating pace of change, AI and automation technology, Agile and devops practices, and more. They will show you which value levers have the most effect and give you 3 practical tips you can use today in your organization to impact the business in a real way.
  • 4 Keys to Improving Agent Satisfaction
    4 Keys to Improving Agent Satisfaction
    Chris Hanna (Evolving Management); Gayathri "G3" Krishnamurthy (NICE inContact); Fancy Mills (moderator) Recorded: Aug 21 2019 60 mins
    Customer satisfaction has long been a top priority for the contact center, but in today’s competitive job market, agent satisfaction is a growing concern for leaders. In a traditionally high-stress, high-turnover industry, every leader wants to know the secret to agent happiness. There’s no magic bullet, but based on brand new ICMI research, we’ve identified four keys to improving the employee experience in the contact center. What do the most engaged employees have in common, what are the top drivers of dissatisfaction, and how might this new insight help your team improve morale and performance, all while boosting CSAT? Join us on August 21 for an eye-opening discussion!

    During this webinar, you will learn:

    - What the most satisfied contact center agents have in common

    - What new ICMI research reveals about top drivers of agent dissatisfaction

    - How you can better align your people, processes, strategy, and technology to improve both the employee and customer experience

    Join us for an interactive and informative hour, filled with practical tips, and complete with live audience Q&A.
  • 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?
  • Verizon Threat Research Advisory Center Monthly Intelligence Briefing (MIB)
    Verizon Threat Research Advisory Center Monthly Intelligence Briefing (MIB)
    John Grim, Senior Manager, PS Advisory Services Recorded: Aug 21 2019 81 mins
    Join us—the Verizon Threat Research Advisory Center – for our Monthly Intelligence Briefing (MIB) to discuss the current cybersecurity threat landscape.

    Our Verizon Threat Research Advisory Center presenters will be:

    •Erika Gifford, Senior Manager, GSS | Security Operations Advisory
    •Hayden Williams, Senior Manager, VTRAC | Investigative Response
    •John Grim, Managing Principal, VTRAC | Innovations and Development
    •David Kennedy, Managing Principal, VTRAC | Open Source Intelligence

    Preparing for and responding to data breaches and cybersecurity incidents is never easy. It takes knowledge of your environment and its unique threats, effective teamwork, and just as importantly, a rigorous Incident Response (IR) Plan. We'll introduce our monthly listeners to the VIPR Report – the Verizon Incident Preparedness and Response Report. We'll provide a high-level overview of our findings across three years of IR Plan assessments and data breach simulations. Insight will include:

    •Observations and recommendations across the six phases of incident response
    •Top takeaways for building a solid IR Plan and capability
    •Breach Simulations Kits and using these resources to run data breach tabletop exercises

    This webinar will also cover:

    •Current Intelligence Overview
    •Attacks and Threat Indicators
    •Latest Malware Trends
    •Significant Vulnerabilities

    If you have any questions related to social attacks and data breaches that you'd like us to cover on the call, please send them to the following email address: Intel.Briefing@verizon.com

    Then tune in for an information-packed session brought to you by our very own Verizon Threat Research Advisory Center investigators, analysts, assessors, and researchers!
  • [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.
  • ITSM Trends You Can't Ignore, and How Your Tech Stack Must Support It
    ITSM Trends You Can't Ignore, and How Your Tech Stack Must Support It
    Josh Caid, Chief Evangelist, Cherwell Software Recorded: Aug 20 2019 59 mins
    The pace of change within the modern enterprise is nothing short of dizzying. Evolving workforce demands, emerging technologies, and increasing expectations that IT deliver quantifiable business value means that pressure on the service desk has never been higher. Unfortunately, many IT organizations continue to rely on a combination of poorly integrated, legacy technologies that create friction for end users, consume precious IT resources, and prevent IT from taking a proactive and strategic role within the business.

    Join Cherwell’s Josh Caid, Chief Technology Evangelist, for a lively discussion on the top trends shaping IT service management, and how IT teams must evolve their ITSM tech stacks in order to keep pace with digital transformation initiatives and ever-changing business needs.
  • 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
  • Why You Should Have Zero Trust in the Web
    Why You Should Have Zero Trust in the Web
    Menlo Security Recorded: Aug 15 2019 38 mins
    "Trusted” Websites Are Not as Safe as First Thought!

    Today, attackers leverage the web’s ubiquity and users’ trust to infect devices and propagate malware. Website categorization has been compromised. Phishing and spear-phishing attacks drive today’s most significant data breaches, and clicking on apparently legitimate links within phishing emails exposes users to credential theft or malware infections, and possibly ransomware. “Trusted” websites are not as safe as first thought, and the list goes on.

    Whether users are accessing it for business or pleasure, the Internet today is no longer a place that can be trusted.

    Watch this webinar to learn how you can protect your users and lower your odds of a web-borne, companywide cyberattack.

    Discover:

    - Why the internet remains a dangerous place
    - Best practices for lowering the odds of a cyberattack
    - Newer technologies that are solving this problem
  • Combat Phishing: How to Turn Links Into Read Only
    Combat Phishing: How to Turn Links Into Read Only
    Jonathan Lee, Sr. Product Manager - Menlo Security Recorded: Aug 14 2019 53 mins
    99% of security breaches are initiated through email and webmail attacks. Thus, proving prevention obviously fails, and detection and response are far from guaranteed. So why try the same old failed security approaches?

    It’s time to try something that’s transforming email security—isolation. Isolation doesn’t block threats—it eliminates.

    In this webcast, attendees will learn:
    -How to combat users who are re-offenders when it comes to clicking unsafe email links and attachments
    -Need an additional layer other than a sandbox waiting for patient zero
    -The ease of deploying isolation without interfering with user experience in 10 minutes

    Save your seat to see how Isolation can help you eliminate malware and improve productivity of your employees.
  • The Latest Thinking on Contact Centre Metrics
    The Latest Thinking on Contact Centre Metrics
    Rachael Boynton - Call Centre Helper, Mike Murphy - Genesys, Morris Pentel - Customer Experience Foundation Recorded: Aug 13 2019 70 mins
    Are you using the best contact centre metrics ? Are you measuring the right things, to improve performance.
    In this webinar we looked at the latest thinking on contact centre metrics and help you choose the best measurements for your organisation.

    Topics to be discussed
    •The Best Metrics for your Contact Centre
    •The Latest Thinking on Metrics
    •Using metrics to drive change and improve advisor performance
    •Customer Satisfaction CSAT and DSAT
    •NetPromoter Scores NPS
    •First Contact resolution FCR
    •Customer Effort Scores Customer Effort
    •Quality Scores
    •Average Handling time
    •Adherence and Shrinkage
    •Productivity metrics
    •The role of Technology
    •Top Tips from the Audience
  • 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
  • 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
  • Improving IT Service Capability and Resilience
    Improving IT Service Capability and Resilience
    Troy DuMoulin VP, Research & Development, Pink Elephant & Vincent Geffray Senior Director, Product Marketing, Everbridge Recorded: Aug 7 2019 57 mins
    The three key words that lay at the heart of improving IT organizational capability and sustainability are: Recovery, Resilience and Antifragility. These three words and their underlying meanings have become key in achieving business objectives in a digital economy where system uptime, performance and security are critical attributes for business survival.

    Each of these three key words has a different meaning, set of associated IT Management practices and automation requirements that support their goals. Join Troy DuMoulin, VP Research & Development of Pink Elephant and Vincent Geffray, Senior Director, Product Marketing of Everbridge as they provide an overview of these key concepts and describe how any organization can improve their IT Service delivery capability and sustainability by focusing on these core concepts.
  • How Isolation Helps SOC Analysts Threat Hunt
    How Isolation Helps SOC Analysts Threat Hunt
    Patrick Darrow, Product Management Team - Menlo Security Recorded: Aug 6 2019 29 mins
    Security Operations Centers are a crucial aspect of ensuring data security. On the other hand, managing a Security Operations Center (SOC) can be burdensome for any IT team. The job continues to be complicated, and companies face a challenge to obtain talent that can help. Vendors are claiming to make the time to hunt more productive, typically by applying some level of intelligence to the alerts process. However, does this work?

    Identified by Gartner as "one of the single most significant ways to reduce web-based attacks," remote browser isolation has become a significant line item in IT budgets around the world and now can help SOC teams replay attacks like never before, providing them with the insight and evidence of a breach.

    Listen to this webinar to:

    - Understand how things are done today with detection-based solutions
    - Where SOC analysts spend time during the process of Threat Hunting
    - How Isolation remove threats and can replay a real-world attack for forensic purposes

    To see how Isolation helps SOC analysts threat hunt, save your seat now.
  • How Kustomer and Amazon Connect Help Bulletproof Deliver High-Touch Care
    How Kustomer and Amazon Connect Help Bulletproof Deliver High-Touch Care
    Michael Callahan (Bulletproof), Chris Bergin (Amazon Connect), Doug Jarvis (Kustomer) Recorded: Aug 1 2019 55 mins
    Bulletproof, a high-growth nutritional and wellness brand, has reimagined how it delivers customer service by adopting Kustomer and Amazon Connect for its customer care team.

    Hear how Bulletproof is leveraging the seamless integration between these two solutions to streamline transactional support conversations, freeing up more time for high-value engagements with its passionate customers without adding advocates to its customer care team.
  • How to Create a Self-Service Portal that Revolutionizes the Employee Experience
    How to Create a Self-Service Portal that Revolutionizes the Employee Experience
    Matt Klassen, VP of Product Marketing, Cherwell Software Recorded: Jul 31 2019 45 mins
    IT teams are under increasing pressure to deliver a service experience that meet both the needs and the expectations its users. As today’s workforce comes to expect greater self-sufficiency, along with personalized and instantaneous service, IT organizations must establish a self-service strategy that elevates—if not revolutionizes—the employee experience.

    In this webinar, Matt Klassen, VP of Product Marketing for Cherwell, will discuss how (and why) the employee experience has become central to mission of IT, and why the IT self-service portal must become the new “face of IT.” He will offer practical guidance on how to create an IT self-service portal that:

    • Maximizes portal utilization and engagement
    • Automates and streamlines the request and fulfillment process
    • Provides the visibility needed to spot trends and identify areas for improvement
    • Improves productivity for both IT staff and employees
  • AI Myths Debunked Series: AI and How We Buy
    AI Myths Debunked Series: AI and How We Buy
    Simon Langevin Recorded: Jul 31 2019 43 mins
    We crave personalized buying experiences. Too much choice stresses us out. In this session, we explore some of the misconceptions about delivering relevance throughout the buying process, and engage with experts to learn how pairing AI-powered site search and recommendations can reduce frustration and increase conversions.

    In this webinar, you’ll learn:
    - The relationship between AI, machine learning and purchase behavior
    - Examples to help shape your personalization strategies
    - How to achieve relevance and buyer personalization at scale
  • Securing Remote Access - Basic and Advanced Strategies
    Securing Remote Access - Basic and Advanced Strategies
    Sam Heiney, Product Solutions Director, Netop Tech Recorded: Jul 31 2019 32 mins
    Hackers and cyber-criminals favor remote access tools as an entry point into their victims' networks.

    Remote access is one of the most common methods of corporate network, ecommerce, and point-of-sale attacks — and experts predict this trend will only increase. Companies that use basic tools like Microsoft's Remote Desktop Protocol (RDP) are especially vulnerable.

    In this webinar, we review the basic security practices every business should follow, before diving into the advanced methods IT professionals take to ensure security at every stage of a remote access session:

    - Protection of endpoints and encrypting remote connections

    - Sophisticated authentication solutions and identity management

    - Role-based authorization with granular user permissions

    - Robust and secure logging features for auditing

    Organizations should be looking for an RDP alternative with more advanced secure remote access capabilities for a range of computers, devices and platforms.
  • Accelerate Digital Transformation with Experience Oriented IT Workflows
    Accelerate Digital Transformation with Experience Oriented IT Workflows
    Zaki Bawja and Alex Margarit Recorded: Jul 31 2019 27 mins
    Join us for this broadcast as we examine how specific ServiceNow customers are delivering incredible value in IT transformation, including how a Financial Services firm was able to deliver a 99.2% noise reduction on critical performance alerts, a Healthcare Firm saved 9000 hours annually through an improved patient experience and a Management Consulting Company are transforming the IT Experience for their Customers and Employees by automating compliance checks and approvals, taking the change approval time from 23 days to 2 days

    During the webinar Zaki Bawja, Area Vice President – IT Solutions Practice responsible for delivering ServiceNow's ITX strategy and Alex Margarit, ITOM Enterprise Sales Specialist will answer these questions:
    What are the leading practices from customers?
    What is our prescriptive guidance to IT Transformation?
    How you can accelerate IT Transformation with ServiceNow and your other strategic partners?
    This webinar will provide you with a prescriptive approach of driving outcomes such as Digitisation of services for consumers and employees leading to higher revenue, employee productivity and cost savings. Discover what valuable lessons they have learned on this journey and how best to execute an ITX Program of your own.
  • A Customer Success Story – Flight Centre
    A Customer Success Story – Flight Centre
    Michelle Willis and Alex Margarit Recorded: Jul 31 2019 50 mins
    Flight Centre has partnered with ServiceNow to help meet the evolving global demands of the travel industry. During the webinar Flight Centre Enterprise Operations Manager, Michelle Willis and ServiceNow ITOM Specialist, Alex Margarit will discuss:

    The business outcomes Flight Centre was looking to deliver 
    Challenges Flight Centre faced to deliver on those outcomes 
    How Flight Centre measured their success and key wins that they were able to deliver.
  • 5 Apple Security Misconceptions
    5 Apple Security Misconceptions
    Kat Garbis, Solutions Architect – Jamf Aug 27 2019 1:00 pm UTC 32 mins
    Despite Apple’s growing market share in the enterprise, there are still misconceptions and concerns surrounding Apple hardware and device security compared to other platforms.

    In this webinar, 5 Apple Security Misconceptions, we examine areas where misinformation lingers and empower IT administrators and their organizations with the facts regarding Mac, iPad, iPhone and Apple TV device security.
    Five misconceptions we’ll cover:

    1.Deploying and securing devices is the same across all platforms
    2.Additional encryption tools are required for Apple
    3.Apple IDs are cumbersome and difficult to use
    4.Apple's native security features are not enough
    5.Binding Mac devices to a network is a must
  • Use Cases for Conversational AI in the Automotive Industry
    Use Cases for Conversational AI in the Automotive Industry
    Siem Uittenhout, Ann Knox, Yelena Kasianova Aug 27 2019 4:00 pm UTC 60 mins
    Conversational AI is changing the way people interact with technology.

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

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

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

    -

    Introducing Teneo Developers, a new comprehensive resource to allow enterprise developers and partners fast access to experience the power of Teneo. Visit www.teneo.ai to get started for free.
  • Future-Proof Your ServiceNow Strategy: How to Build a Strategic Roadmap
    Future-Proof Your ServiceNow Strategy: How to Build a Strategic Roadmap
    John Huckle, John Beasley, Marci Parker, Meghan Lockwood Aug 27 2019 5:00 pm UTC 60 mins
    Does your ServiceNow strategy hold-up to the demanding needs of IT, your Customers, and your employees in 2020?

    With ServiceNow expanding beyond IT in recent years with Customer Service Management and HR Service Delivery, we see clients building strategic roadmaps that cross the entire enterprise.

    In this webinar, you'll learn how roadmaps are changing (and how to effectively communicate ServiceNow's value to your executives), roadmap examples from our clients with varying levels of maturity, the keys to success like governance and organizational change management, and what you can still accomplish in 2019.

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

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

    · Motorola’s strategy and roadmap to create relevant experiences at scale
    · Simple site design and functionality changes that can have a big impact on search
    · How artificial intelligence can help you deliver the most relevant search results
    · How to leverage analytics from the search experience to evolve your web strategy
  • 5 Apple Security Misconceptions
    5 Apple Security Misconceptions
    Kat Garbis, Solutions Architect – Jamf Aug 27 2019 6:00 pm UTC 32 mins
    Despite Apple’s growing market share in the enterprise, there are still misconceptions and concerns surrounding Apple hardware and device security compared to other platforms.

    In this webinar, 5 Apple Security Misconceptions, we examine areas where misinformation lingers and empower IT administrators and their organizations with the facts regarding Mac, iPad, iPhone and Apple TV device security.
    Five misconceptions we’ll cover:

    1.Deploying and securing devices is the same across all platforms
    2.Additional encryption tools are required for Apple
    3.Apple IDs are cumbersome and difficult to use
    4.Apple's native security features are not enough
    5.Binding Mac devices to a network is a must
  • How Isolation Helps SOC Analysts Threat Hunt
    How Isolation Helps SOC Analysts Threat Hunt
    Patrick Darrow, Product Management Team - Menlo Security Aug 28 2019 9:30 am UTC 29 mins
    Security Operations Centers are a crucial aspect of ensuring data security. However, managing a Security Operations Center (SOC) can be burdensome for any IT team. The job continues to be complicated, and companies face a challenge to obtain talent that can help. Vendors are claiming to make the time to hunt more productive, typically by applying some level of intelligence to the alerts process. Does this work?

    Identified by Gartner as "one of the single most significant ways to reduce web-based attacks," remote browser isolation has become a significant line item in IT budgets around the world and now can help SOC teams replay attacks like never before, providing them with the insight and evidence of a breach.

    Listen to this webinar to:

    - Understand how things are done today with detection-based solutions
    - Where SOC analysts spend time during the process of Threat Hunting
    - How Isolation remove threats and can replay a real-world attack for forensic purposes

    To see how Isolation helps SOC analysts threat hunt, register now.
  • 8 Must-Have Remote Desktop Features
    8 Must-Have Remote Desktop Features
    Sam Heiney, Product Solutions Director, Netop Tech Aug 28 2019 1:00 pm UTC 45 mins
    Remote connections are more important than ever as workplaces become more distributed - however, these connections have become a common target for hackers.

    Most of the basic remote access tools like RDP and VNC are vulnerable to flaws and exploits. Popular tools like TeamViewer and LogMeIn also have weaknesses which can put your business at risk. Learn about the 8 essential capabilities your remote access software should have to keep your business network secure:

    - Centralized authentication
    - Advanced access control
    - Application whitelisting
    - Closed user groups and secure deployment packages
    - Secure tunneling
    - Flexible configurations and integrations
    - Centralized dashboard
    - Robust logging
  • The Importance of Personalizing Your Customer Service
    The Importance of Personalizing Your Customer Service
    Vikas Bhambri (SVP Global Sales & Customer Experience, Kustomer); Calley Means (Co-Founder, Anomalie) Aug 28 2019 5:00 pm UTC 30 mins
    The digital age has transformed not only how companies interact with customers, but how customers choose to interact with businesses. While it is easier than ever for customers to get in touch with companies across an array of channels, it has become more difficult for companies to identify, understand, and speak directly to the specific needs of their customers. To succeed in this new era of customer service, companies must figure out how to personalize the way they connect with their customers. This webinar will show you why personalizing your support strategy is crucial for your business — and how to do it.

    In this webinar you will learn:
    - Why customers value personalization and why it is imperative for success
    - The challenges associated with delivering personalized customer service
    - The three tenets of achieving personalized customer service
    - How Kustomer has helped Anomalie deliver personalized service to their customers
  • A Closer Look at Isolation: Hype or Next Gen Security?
    A Closer Look at Isolation: Hype or Next Gen Security?
    Kowsik Guruswamy, CTO - Menlo Security & John Pescatore, Director of Emerging Technologies - SANS Institute Aug 28 2019 5:00 pm UTC 55 mins
    This webinar looks at Isolation from different viewpoints. Learn from a Menlo Security customer, along with John Pescatore, Director of Emerging Technologies at SANS Institute, and Kowsik Guruswamy, Menlo Security CTO, as they explore why organizations around the globe are looking at isolation as the means to protect their users from the ever-present web and email dangers.

    In This Webinar Will Dive Into:

    - The shortcomings of today’s reactive security philosophy
    - Why the web continues to present a risk to businesses
    - The benefits of embracing Isolation
    - How organizations should rethink their security strategy moving forward
  • ITSM’s Vital Role in Optimizing Cloud Management
    ITSM’s Vital Role in Optimizing Cloud Management
    Ben Perack, AWS, Cloud Management Tools; Kari Nelson, Cherwell Software Aug 28 2019 5:00 pm UTC 60 mins
    Chances are, your organization is contemplating or in the process of migrating some or all of your infrastructure to the cloud. No matter where you’re at in your cloud journey, you won’t want to miss our upcoming webinar discussing the service desk’s critical role in optimizing—if not transforming—your organization’s approach to cloud management, with an emphasis on business outcomes.

    What we'll learn about:
    - Recent drivers, trends, and insights around cloud adoption
    - Why (and how) ITSM must play a role in your organization’s cloud migration strategy
    - How to ensure key ITSM processes/activities support your hybrid cloud environment
    - A hands-on demonstration of how cloud provisioning, governance, and compliance can be achieved through a centralized self-service portal
  • Human Digital Journey: From Where We Are to ‘Self-Running’ everything!
    Human Digital Journey: From Where We Are to ‘Self-Running’ everything!
    Farooq Khalid, Vice President, Customer Interactions at SKAEL,Inc. Aug 28 2019 7:00 pm UTC 60 mins
    Human Digital Journey From Where We are to ’Self-Running’ Everything

    Digitization is often confused with digitalization- the task of taking something analog and converting it into a digital form. This webinar is focused to go through What Digitization, Digitalization, and Digital transformation means, what are the current trends happening in the industry? what are the trends around this topic?

    Agenda:
    Is there any confusion? (digitization vs digitalization vs digital transformation)
    Automation everywhere
    The obvious next step: Artificial Intelligence/Cognitive Services
    Wrap Up
    Q & A (All questions will be taken at the end, but please post questions as they arise)
  • Today’s ITSM Challenges are Shaping Tomorrow’s Business Success. Are you ready?
    Today’s ITSM Challenges are Shaping Tomorrow’s Business Success. Are you ready?
    Pierre Andre Aeschlimann Aug 29 2019 9:00 am UTC 45 mins
    This webinar will look at how to leverage the latest in ITSM and make sure that you and your organisation are prepared for what’s coming. We’ll be discussing:

    •The current challenges and trends that are already shaping the future of ITSM.
    •The latest ITSM capabilities that will help you be more efficient, achieve higher user satisfaction, faster time to market and a lower total cost of ownership.
    •Tomorrow’s ITSM, what does it look like and what are the benefits for your organisation, including the future of self-service, next generation knowledge management, codeless automation and seamless operations.
  • Resolving IT Security Incidents Faster & More Predictably w/ Smart Orchestration
    Resolving IT Security Incidents Faster & More Predictably w/ Smart Orchestration
    Hugh Pyle, Product Manager, IBM Resilient and Diptesh Shah, Director Product Management, Everbridge Aug 29 2019 3:00 pm UTC 60 mins
    Security Operation Centers (SOCs) today are complex environments with a growing volume of attacks, a persistent skill shortage, and a complex regulatory landscape that requires more stakeholders to be involved in the incident response process. Because of this, SOCs constantly struggle to respond rapidly and consistently to the most urgent incidents. The integration between Everbridge IT Alerting and IBM Resilient helps SOCs overcome these challenges and achieve consistent, predictable, and faster response & resolution to complex cyberattacks.

    Join experts Hugh Pyle, Product Manager, IBM Resilient and Diptesh Shah, Director of Product Management, Everbridge IT Alerting for this webinar to learn:
    *How the IBM Resilient-Everbridge IT Alerting integration works within your SOC to streamline coordination and communication during security incident response
    *Strategies to implement Smart Orchestration and automation in your incident response process to engage the right people at the right time to quickly resolve incidents and keep stakeholders informed
    *Actions that can be taken today for maximizing the effectiveness of your SOC and incident response process
  • Safety First: Cybersecurity Built to Protect Against Modern Threats
    Safety First: Cybersecurity Built to Protect Against Modern Threats
    Rick Griencewic, HP senior security specialist; Brian Fulmer, Spicehead and IT Manager Aug 29 2019 5:00 pm UTC 63 mins
    HP senior security specialist Rick Griencewic, and Spicehead and IT Manager Brian Fulmer as they discuss the growing importance of endpoint security and real-time malware protection – an intro to Deep Learning technology. Plus, a peek at the next generation HP EliteBook x360 1040 G6 business notebook including the latest HP security feature: Sure Sense.
  • Introducing the Verizon Incident Preparedness and Response Report
    Introducing the Verizon Incident Preparedness and Response Report
    John Grim, Sr. Manager, VTRAC Aug 29 2019 5:00 pm UTC 75 mins
    For 12 years, we've written the book on data breaches. Literally. Now, we've written the book on data breach response. Introducing the VIPR Report, the Verizon Incident Preparedness and Response Report. The VIPR covers a three-year review of our IR Plan assessments and data breach simulation exercises across various industries. In this session, we'll discuss the top 20 key takeaways for incident preparedness and response as it relates to the six phases of incident response:

    Phase 1 – Planning and Preparation
    Phase 2 – Detection and Validation
    Phase 3 – Containment and Eradication
    Phase 4 – Collection and Analysis
    Phase 5 – Remediation and Recovery
    Phase 6 – Assessment and Adjustment

    Speakers will include:
    •John Grim, Managing Principal, VTRAC | Innovations and Development
    •Erika Gifford, Senior Manager, GSS | Security Operations Advisory
    •Hayden Williams, Senior Manager, VTRAC | Investigative Response
  • 10 Ways to Improve Customer Experience
    10 Ways to Improve Customer Experience
    Jonty Pearce - Call Centre Helper, Colin Shaw - Beyond Philosophy, Mike Murphy - Genesys Sep 3 2019 9:00 am UTC 72 mins
    From quick wins to longer term fixes, we will suggest how you can meet, and surpass, customer expectations at every touchpoint of the customer journey.

    In this webinar, we take you through how you can get the basics of the customer experience right, before adding some finishing touches, for a truly memorable experience.

    Topics discussed:

    •Quick Wins to Improve Customer Experience
    •Building an Emotional Connection with Customers
    •Spotting and Fixing Broken Processes
    •Improving First Contact Resolution
    •Reducing Customer Effort
    •The Use of Technology
    •Top Tips from the Audience
  • How to Turn Your Phishing Links Into Read Only
    How to Turn Your Phishing Links Into Read Only
    Jonathan Lee, Sr. Product Manager - Menlo Security Sep 3 2019 9:00 am UTC 53 mins
    99% of security breaches are initiated through email and webmail attacks. Thus, proving prevention obviously fails, and detection and response are far from guaranteed. So why try the same old failed security approaches?

    It’s time to try something that’s transforming email security—isolation. Isolation doesn’t block threats—it eliminates.

    In this webcast, attendees will learn:

    -How to combat users who are re-offenders when it comes to clicking unsafe email links and attachments
    -Need an additional layer other than a sandbox waiting for patient zero
    -The ease of deploying isolation without interfering with user experience in 10 minutes

    Save your seat to see how Isolation can help you eliminate malware and improve productivity of your employees.
  • [Ep.1]: Next-Generation Cybersecurity - Success Metrics, Best Practices & More
    [Ep.1]: Next-Generation Cybersecurity - Success Metrics, Best Practices & More
    Johna Till Johnson, CEO & Founder, Nemertes Research Sep 5 2019 3:00 pm UTC 60 mins
    Cloud & Cybersecurity Series [Ep.1]: Success Metrics, Best Practices & More

    What does it take for enterprise cybersecurity teams to "up their games" to the next level of cybersecurity? What does it mean to be a "successful" cybersecurity organization, and what technologies and practices does it take to become one?

    This webinar presents the highlights of Nemertes' in-depth research study of 335 organizations in 11 countries across a range of vertical industries.

    We separated the best from the rest, and took an in-depth look into what made the most successful organizations that way. Participants will come away with best practices, tools, technologies, and organizational structures that contribute to success. Most importantly, they'll learn how to measure cybersecurity success--and their progress towards it.
  • Take the Complexity Out of Employee Onboarding with ITSM Automation
    Take the Complexity Out of Employee Onboarding with ITSM Automation
    Jaime Spector Sep 5 2019 6:00 pm UTC 45 mins
    This webinar will focus on the process of employee automation for HR onboarding/offboarding operations. It will cover the challenges, use cases applied to specific industries and how automation integrated with ITSM solutions can help to resolve common issues.
  • How to Stay One Step Ahead of Phishing Attacks
    How to Stay One Step Ahead of Phishing Attacks
    Menlo Security Sep 5 2019 6:00 pm UTC 55 mins
    How Are You Staying Ahead?

    Phishing is a serious business. It is the most common targeted method of cyber attacks, and the main perpetrators for phishing attacks are organized crime syndicates and state-affiliated actors.* Despite multiple security defense layers and many hours and dollars spent on end-user training, phishing continues to create headaches for security administrators.

    In This Webinar You Will Learn:

    - New phishing prevention techniques
    - How to stop ransomware, malware, and drive-by-exploits enabled by email phishing
    - Updated security research findings
    - Real-life case studies for using isolation techniques to prevent phishing attacks
  • Transforming Customer Care with AI
    Transforming Customer Care with AI
    Laura Bassett, Senior Director Product Marketing, NICE inContact Sep 10 2019 6:00 pm UTC 60 mins
    We have all heard statistics such as that by 2020, 85 percent of customer relationships will be managed without human interaction. We are well on our way and may even hit 90% by next year. With the increase in artificial intelligence tools we see in the marketplace, it’s important to understand how AI is transforming our contact centers. Join our live education session, backed by new independent studies to learn more about:

    *AI: The basics
    *Why does my contact center need to adopt AI now?
    *Introducing AI in your contact center: where and when
    *The effect on the Customer Experience
    *Successful implementation of AI support in your center
    *Recommendations for your AI superpower pack
  • Why You Should Have Zero Trust in the Web
    Why You Should Have Zero Trust in the Web
    Menlo Security Sep 11 2019 3:00 am UTC 38 mins
    "Trusted” Websites Are Not as Safe as First Thought!

    Today, attackers leverage the web’s ubiquity and users’ trust to infect devices and propagate malware. Website categorization has been compromised. Phishing and spear-phishing attacks drive today’s most significant data breaches, and clicking on apparently legitimate links within phishing emails exposes users to credential theft or malware infections, and possibly ransomware. “Trusted” websites are not as safe as first thought, and the list goes on.

    Whether users are accessing it for business or pleasure, the Internet today is no longer a place that can be trusted.

    Watch this webinar to learn how you can protect your users and lower your odds of a web-borne, companywide cyberattack.

    Discover:

    - Why the internet remains a dangerous place
    - Best practices for lowering the odds of a cyberattack
    - Newer technologies that are solving this problem
  • Secrets of WFM
    Secrets of WFM
    Jonty Pearce - Call Centre Helper, John Casey - CCplanning, Ric Kosiba - Genesys Sep 12 2019 8:00 am UTC 70 mins
    Our Secrets of WFM Webinar looks at the things they don’t tell you about Forecasting and Scheduling.

    We looked at the leading-edge research as well as lessons learned the hard way on how to solve WFM problems.

    Topics to be discussed:

    •The Latest Thinking on Forecasting
    •Using the Erlang A formula to predict Abandon Rates
    •The Myth that Live Chat is Cheaper than a Phone Call
    •Why very few contacts have an “Average” Average Handling Time
    •Interesting correlations on WFM Data
    •How loading the Space Shuttle could help your schedules
    •Forecasting LiveChat with concurrency
    •Many more lesser known ideas
    •Top Tips from the Audience
  • Digital Transformation is probably not what you think!
    Digital Transformation is probably not what you think!
    Josh Caid Sep 12 2019 2:00 pm UTC 45 mins
    Many companies don’t know what digital transformation actually is. This webinar will help you understand the complexity behind the digital transformation process and why digitising your paper forms is not even scratching the surface. We'll look at how some well-known companies have innovated in a disruptive fashion, digitally transforming their entire business model into new markets and new revenue streams.
  • Building a Foundation for Transformation Self-Service
    Building a Foundation for Transformation Self-Service
    Mark Floisand, Chief Marketing Officer, Coveo Sep 12 2019 5:00 pm UTC 35 mins
    Self-service has proven its worth in driving case deflection, lowering overall support costs and personalizing the customer experience. But did you know that strong self-service programs are strongly correlated to business and support revenue growth, employee retention and overall agent morale?

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

    Register to listen to this prescriptive session which will outline vital steps that you can undertake to transform your self-service strategy and understand the true value it is having on your business, underscored by examples from pacesetters and new research showing an opportunity for a dramatic re-think of the metrics that self-service can really impact.