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  • Five consumer and commerce trends for 2018 and beyond
    Five consumer and commerce trends for 2018 and beyond David Mattin, Global Head of Trends & Insights, TrendWatching Recorded: Feb 13 2018 62 mins
    Technology is rapidly changing the way brands interact with consumers. So you’ll want to understand the key commerce trends for 2018, how they are reshaping consumer expectations for the retail experience, and how smart brands around the world are already putting them into action.
  • WFM Techniques for Controlling Costs and Improving Productivity
    WFM Techniques for Controlling Costs and Improving Productivity Justin Robbins, Yohai West, Erica Marois (moderator) Recorded: Feb 8 2018 63 mins
    Workforce management is one of the core pillars to a successful contact center operation. But, for as much planning that’s done in advance, the intraday management of the frontline staff is where WFM really hits the pavement. For many organizations, however, intraday works is highly manual and consumes valuable time and resources. As a result, it’s not uncommon for contact centers to lose significant productivity, and ultimately profitability, because of the manual work that’s happening.

    In this ICMI webinar, you’ll hear the latest research from ICMI and NICE on how much damage manual intraday work is doing to the contact center and, more importantly, what can be done to reverse the trends. Gain valuable insight on how to get better results from your intraday processes, while positively contributing to employee engagement and buy-in. If you’re looking to maximize your resources to their fullest, this is one presentation that you don’t want to miss.

    Attend this webinar to learn:

    * Findings from ICMI’s latest research on intraday WFM
    * Best practices for reforecasting and schedule planning
    * Tips for handling PTO requests, schedule changes, and unforeseen events
    * How to combat lost productivity and high forecast variances
  • How to leverage location data to revolutionize customer engagement
    How to leverage location data to revolutionize customer engagement Jay Graves, CTO, Possible Mobile Recorded: Feb 6 2018 57 mins
    Incorporating location intelligence into digital strategies to engage consumers in real time, increase brand loyalty and provide actionable data will be more critical in 2018 than ever before.

    Using cutting edge location data, Possible and Skyhook have both been able to actively engage fans in engaging experiences at large-scale sporting events. Enhanced insights into the fan experience via location data include crowd density at various locations within the venue, the best spots for spectators to view the action, the movement of fans relative to players, and more.

    In this case, location intelligence provided insight into consumer engagement via foot traffic patterns, location visits, and frequency analysis to help brands deliver dynamic user experiences, better understand their customers and prospects, and boost consumer engagement and delight.

    During this webinar you’ll learn how to:
    * Boost engagement with real-time, location-based consumer engagement and experiences
    * Gain insight into the behavioral patterns of customers and prospects
    * Understand the future of location data for your business

    Speakers:
    * David Bairstow, VP Products, Skyhook
    * Jay Graves, CTO at Possible Mobile
    * Stewart Rogers, Analyst at Large, VentureBeat (Moderator)

    Sponsored by Skyhook


    Sponsored by Skyhook
  • Surfing the Waves of Marketing Change in 2018
    Surfing the Waves of Marketing Change in 2018 Matt Dimond, Consultant at BlueVenn Recorded: Jan 31 2018 33 mins
    With a New Year comes new challenges, new data to understand, new laws to consider, and emerging technology trends. How do you keep your head above the water and ride the waves of change?

    For example, do you understand how a Customer Data Platform (CDP) uses a Single Customer View? Do you know how a CDP benefits from a layer of multi-channel campaign management? How best to manage complex customer journeys - and make the most effective and efficient use of your customer data?

    During this webinar, Matt Dimond, Consultant at BlueVenn, helps you cut through the noise to highlight how to enhance your customers relationships, by understanding which operational approaches best enable the convergence between technology and rich, personalized customer interactions.

    You will learn:

    - Which emerging digital marketing trends are vital for competitive advantage
    - How to build sustainable and profitable customer relationships
    - Achieve rapid actionable insight to understand and analyze customer behavior
    - How to champion marketing change in your organization and avoid internal operational pitfalls
  • Making the ESM Business Case: Strategies for Proving ServiceNow ROI
    Making the ESM Business Case: Strategies for Proving ServiceNow ROI Ellen Daley, Adam Mason, Meghan Lockwood Recorded: Jan 30 2018 61 mins
    How Real-World Firms Transformed with Enterprise Service Management using ServiceNow.

    On Tuesday, January 30th, Join CEO, Ellen Daley, VP of Solutions and Innovation, Adam Mason, and Strategic Director of Marketing, Meghan Lockwood, to find out how to get the executive buy-in and prove your business case for Enterprise Service Management with ServiceNow.

    Learn what Forrester Research has to say about the Total Economic Impact of ServiceNow, find out how Acorio customers are reaping the benefits, and get you own exclusive pitch deck to help you win your business case.
  • What’s New in Data Protector 10
    What’s New in Data Protector 10 Julita Kussmaul, Senior Product Marketing Manager and Uli Wallscheid, Product Manager, Micro Focus Recorded: Jan 30 2018 61 mins
    Join us for an exciting and informative look at the latest release of Data Protector.

    Data Protector 10 delivers a new web user interface, a redesigned security model, a new consolidated scheduler and support for additional storage, platforms and applications to facilitate an easier integration into heterogeneous environments.

    Learn how you can better protect your applications across legacy and modern platforms, use analytics to track and manage your SLAs and improve the security of your backup to mitigate the risk of cyberattacks when you upgrade to Data Protector 10.

    You will also see a live demo of these new features.
  • Smarter Payments Through Digital Decisioning
    Smarter Payments Through Digital Decisioning Sean Naismith, Head of Analytics Services at Enova Decisions Recorded: Jan 24 2018 44 mins
    AI and machine learning have the potential to transform payments to be less risky, more profitable, and real-time. However, implementing these new technologies can be prohibitive in terms of time, resources, and cost. This session shows how digital decisioning overcomes those barriers and enables businesses to integrate analytics with existing business rules and platforms to deliver smarter payments.

    Key Takeaways:

    •What is digital decisioning and why does it matter?
    •How can digital decisioning lead to better debiting results?
    •What should be considered when selecting a digital decisioning system?
  • Advanced Practices in Technical Communication Management — A Panel Discussion
    Advanced Practices in Technical Communication Management — A Panel Discussion Paul Perrotta, Eeshita Grover, Craig Prior, and Joe Gelb Recorded: Jan 24 2018 60 mins
    Join us for a panel discussion designed to help you identify—and overcome—the big challenges associated with digital product content delivery. Join host Paul Perrotta, formerly Senior Director of Information Experience at Juniper Networks, Eeshita Grover of Cisco, Craig Prior, Director of Technical Communications at Mastercard, and Joe Gelb of Zoomin Software for this lively panel discussion. The panelists will share lessons learned that you can use to develop a streamlined content delivery process that takes advantage of modern content creation and management practices, and prepares your content to support emerging delivery technologies such as chatbots, voice interfaces, the Internet of Things, and augmented reality.
     
    Attendees will learn about:
    –Increasing speed to delivery without sacrificing quality
    –Having consistent access to all of your technical content, no matter the source format
    –Exposing the right content to the right audience 
    –The value of scenario-based content design
    –Optimizing the maintainability of content over time
    –Building trust around your content
    –Preparing your content to support emerging technologies
  • AI-powered marketing: Put your customer data to work
    AI-powered marketing: Put your customer data to work Vijay Chittoor, CEO, Blueshift Recorded: Jan 24 2018 61 mins
    Brands have access to terabytes more customer data than they did just a few years ago, but most organizations are using only 10% of what they collect — and are unsure how to turn data into sophisticated, personalized cross-channel marketing.

    That kind of high-touch, multichannel engagement is within every brand’s reach, but it requires putting AI in the driver’s seat. Yet, the hype-cycle that surrounds AI-powered marketing leaves many companies wondering what’s truth, what’s fiction — and most importantly, how to even start applying it for notable returns.

    Join Forrester, VentureBeat, and Blueshift in this frank discussion of AI, customer data, and cross-channel marketing. You’ll walk away with a solid understanding of what it takes to fully integrate customer data and AI into your cross-channel marketing.

    In this webinar you’ll:

    * Understand the power of the customer data you have at your fingertips
    * Learn how to leverage data to drive personalized, cross-channel marketing
    * Discover how AI can transform your marketing strategy

    Speakers:
    * Rusty Warner, Principal Analyst, Forrester Research
    * Vijay Chittoor, CEO, Blueshift
    * Shannon Johlic, Director of Marketing, Blueshift
    * Stewart Rogers, Analyst at Large, VentureBeat
    * Rachael Brownell, Moderator, VentureBeat

    Don’t miss out! Register today.

    Sponsored by: Blueshift
  • 3M & Staples Present: Improving comfort and performance in the workplace
    3M & Staples Present: Improving comfort and performance in the workplace Tom Albin PhD & Cristina Ainslie, LEED AP BD+C Field Sales Director, Furniture, Staples Business Advantage Recorded: Jan 23 2018 34 mins
    Gain valuable insight from our expert speakers.

    Webinar topics include:
    • Ergonomics 101
    How it impacts workplace productivity
    • Sitting vs. Standing
    The benefits and costs
    • Employee Retention
    Why comfort makes employees happy

    Tom Albin PhD is a licensed professional engineer (PE) and a certified professional ergonomist (CPE). He holds a PhD from the Technical University of Delft in the Netherlands. He is a Fellow of the Human Factors and Ergonomics Society. Tom divides his professional life between the Office Ergonomics Research Committee (www.oerc.org), where he is the Executive Director, and his consulting practice, High Plains Engineering Services. He has extensive experience as a researcher, corporate ergonomist, and product developer. In addition, he has been active in the US and International Standards community. He is accredited as a US expert to several International Standards Organization working groups and is Vice-Convenor of the ISO committee revising the standards for input devices and workstation layout/postures.

    Cristina Ainslie brings a wealth of knowledge to her role as Field Sales Director, Furniture as she has been in the industry for over 30 years. Her tenure in the industry ranges from working as Regional Manager for Teknion and as a Principle for a LEED consulting firm. She is passionate about bringing value to your project by putting together a team that is best in class and will ensure your project is planned, design and executed to your specific needs. She was instrumental in helping her teams create furniture programs for Yahoo, Netflix, Cisco Systems, Polo/Ralph Lauren and YouTube. Her experience in sustainability helped her act as an owner’s rep to assist her clients in obtaining LEED Certification for their projects. She assembled project teams that included architects, contractors, MEP and furniture vendors.
  • How to Hire for Culture Fit
    How to Hire for Culture Fit Jeff Toister, Erica Strother (Moderator) Recorded: Jan 18 2018 57 mins
    Hiring, training, and retaining the agents we need to succeed is a classic contact center challenge. Many contact center leaders intuitively understand that hiring for culture fit is the first step in the process. The tough part is defining exactly what culture fit means and then scaling the concept so different hiring managers are making consistent hiring decisions. In this webinar, customer service expert Jeff Toister will share a practical guide for hiring agents who fit with your contact center culture. He will also reveal how to better integrate training and recruitment so you can retain your best agents.
  • Providing a Seamless Customer Onboarding Experience in 2018
    Providing a Seamless Customer Onboarding Experience in 2018 Sean Naismith, Head of Analytics Services at Enova Decisions with guest Eddie Glenn, Product Marketing Manager at iovation Recorded: Jan 10 2018 53 mins
    Many of the challenges businesses across industries will face in 2018 impact customer onboarding. In this webinar, Sean Naismith, Head of Analytics Services at Enova Decisions, with guest speaker Eddie Glenn, Product Marketing Manager at iovation, discuss these challenges and explore how machine learning and digital decisioning can enable businesses to overcome these challenges to deliver a seamless customer onboarding experience.

    Key Takeaways:
    •What are major customer onboarding challenges?
    •What is machine learning and digital decisioning?
    •How can machine learning and digital decisioning address customer onboarding challenges?

    Industries: Financial Services, Telecommunications, Communications, Insurance
    Titles: Manager, Director, VP, CEO/CFO/COO/CIO/CTO
    Roles: Product Owner, Risk, Analytics, Finance
  • Bizagi Mortgage Loan Demo
    Bizagi Mortgage Loan Demo Bizagi Recorded: Jan 4 2018 51 mins
    Watch a demonstration of an end-to-end loan application built with Bizagi. See how you can deliver a seamless customer experience across multiple channels – both from the perspective of your customers and your employees.
  • Bizagi IoT Windfarm Demo
    Bizagi IoT Windfarm Demo Bizagi Recorded: Jan 4 2018 54 mins
    Using a wind farm as an example, see how to use Bizagi to connect to your sensor data or ‘things’ to inform decisions across the business. This includes handling exceptions, pre-empting problems and determining the next best action.
  • Bizagi Customer Onboarding AI Demo
    Bizagi Customer Onboarding AI Demo Bizagi Recorded: Jan 4 2018 13 mins
    Watch this demo to understand how to increase profitability and tenure in your customer onboarding process. Using Bizagi Artificial Intelligence your customer service staff can be shown likely customer lifetime value and Bizagi can recommend products or services to offer to increase their tenure.
  • Modeling a Process with Modeler Collaboration Services
    Modeling a Process with Modeler Collaboration Services Bizagi Recorded: Jan 4 2018 29 mins
    See how easily you can collaborate with peers to model and then publish a new or existing process. Use the capability in Modeler Collaboration Services to share, review and edit models in the cloud before publishing and tracking stakeholder acknowledgment of new processes or changes existing models.
  • Tracking and Controlling Technical Documentation Projects
    Tracking and Controlling Technical Documentation Projects Barry Saiff, Saiff Solutions Recorded: Dec 14 2017 59 mins
    Ten years ago, The Content Wrangler published details about a survey that found most documentation managers don’t use metrics as a performance measure. Has that changed? Have documentation managers stuck to their old, metric-less ways, or have they all become “quants” in 10 years’ time?

    Join Paul Perrotta, sitting in for Scott Abel, The Content Wrangler, and his special guest, Barry Saiff, CEO of Saiff Solutions. Barry is the author of The Seven Habits of Highly Effective Technical Communications Leaders, and a 30-year veteran documentation leader. He will lead a discussion about the ins and outs of calculating costs and return on investment for documentation projects.

    Attendees will learn from the results of a real-world case study of a technical documentation project that required technical writing, technical illustrations, and a couple of key metrics: cost per page and pages per date. You’ll learn how difficult it was for the team to track, calculate, and report these seemingly simple numbers and how they overcame these challenges. You’ll discover the connection between measurement and process design and learn valuable lessons that should help you avoid getting lost in the weeds of data- and cost-tracking.
  • How to Think Systematically About Tone for Your Content
    How to Think Systematically About Tone for Your Content Pierre Gagnier, ADP Recorded: Dec 12 2017 57 mins
    Are you thinking about incorporating tone into your content strategy? If so, you've probably seen how confusing this topic can be.

    We know, because we are human beings, that language can misfire. Tone is where understanding and emotion come together – and sometimes that’s messy.

    Join Paul Perrotta, sitting in for Scott Abel, The Content Wrangler, and his special guest, Pierre Gagnier, Content Strategist at ADP Innovation Lab, for this free, one-hour webinar. Pierre will show you how a team of researchers at ADP were able to tame some of the trickiness of tone and measure its impact. What they learned will help you to make sense of tone and change it from a source of risk into a tool for creating effective content.

    Attendees will learn about 1) a simple, workable set of definitions that you can use to promote shared understanding among stakeholders of what tone is; 2) A framework for identifying and applying tone attributes so that you can create a foundation for consistent practice, and 3) Some typical factors that will help you to see how tone can go awry and will help you create your own risk factors.

    ABOUT THE PRESENTER

    Pierre Gagnier is a content strategist at ADP's Innovation Lab in New York. He works extensively with user experience researchers to help ADP web and mobile product teams align their content strategies consistently with users' realities.
  • Predictions for ServiceNow in 2018 - The Experts Weigh In
    Predictions for ServiceNow in 2018 - The Experts Weigh In Ellen Daley, Ian Clayton, Ross Rexer, Adam Mason, Brian Murphy, Richard Norton, Nick Nash, Meghan Lockwood Recorded: Dec 12 2017 61 mins
    Our Experts Weigh In: What ServiceNow trends should you look for in 2018?

    On Tuesday, December 12th, 1:00 PM EST, 10:00 AM PST, join our panel of ServiceNow enthusiasts for a virtual roundtable as they share their predictions for where ServiceNow is going in 2018.
  • 9 Ecommerce Tips for a Successful 2018
    9 Ecommerce Tips for a Successful 2018 Signifyd, Brightpearl and AmericanEagle.com Recorded: Dec 12 2017 42 mins
    In this webinar, we are joined by Brightpearl and AmericanEagle.com in giving you, merchants, practical tips and best practices that can help your ecommerce business improve and scale in 2018.

    We'll cover:
    + What you can be doing throughout all of your marketing channels to achieve success
    + How can you make it easy for your customers to buy and get their orders right and on time.
    + How you can maximize revenue while taking less risks
  • 10 Must-Answer Questions For Your 2018 Data Center Strategy
    10 Must-Answer Questions For Your 2018 Data Center Strategy Matt Stansberry, Senior Director Content & Publications, Uptime Institute Recorded: Dec 12 2017 60 mins
    Are you adapting your infrastructure strategy to business, geopolitical and technology trends?

    Our panel of experts discuss the questions you must have the answers for along with trends that will impact your organization in the coming year.

    How will you adapt your strategic plan to climate change? What are the implications of new regulatory enforcement? How will your staff adapt to changing infrastructure deployment models? Will new workloads overwhelm your infrastructure plans? Change is here, so learn to adapt.
  • Supplier Segmentation Best Practices Revealed
    Supplier Segmentation Best Practices Revealed Patrick Connaughton, Senior Research Director, The Hackett Group. Recorded: Dec 7 2017 50 mins
    Find out what makes suppliers strategic -- and what to do if they aren't. Watch this webinar with Patrick Connaughton of the Hackett Group.
  • Cybersecurity in Your Print Network
    Cybersecurity in Your Print Network Ron Chestang, Senior IT Security Consultant, HP & Patrick Boyd, Business Development Manager, Staples Recorded: Dec 7 2017 31 mins
    Cybersecurity risks don’t begin and end with PCs. Your networked print devices can be just as big of a risk but often don’t get the right attention.

    Watch this webinar to get a real-world look at print security from industry expert Ron Chestang of HP. He’ll detail some common and surprising security issues lurking in your print network and outline specific strategies and controls you can use to minimize the risk. Also on this webinar, Patrick Boyd of Staples Business Advantage will provide actual examples of security issues discovered during print network reviews with customers.
  • Why Agility Dictates the Success or Failure of Digital Transformation
    Why Agility Dictates the Success or Failure of Digital Transformation Rob Koplowitz, Gustavo Gomez, Rui Dinis Feb 20 2018 6:00 pm UTC 60 mins
    Gain practical insights from experts on the critical role of agility in digital transformation. In this session, we will discuss how conservative and low risk cultures can be quickly replacing agile methodologies and rapid experimentation.

    But how? Join us hear from a seasoned panel of Digital Agility experts including Rob Koplowitz (Forrester Research - Principal Analyst), Gustavo Gomez (Bizagi - CEO), Rui Dinis (Director of Finance and Administration – Manpower) as we answer questions including:

    •Where should change come from, top down or the ground up?
    •What are the biggest barriers to building agile momentum
    •What results have agile solutions delivered for Manpower Group?

    Who should attend: Digital Technology leaders, Application Development Leaders, IT, Business and Process professionals
  • Agility vs Regulatory Compliance: Why You Need Both
    Agility vs Regulatory Compliance: Why You Need Both Marianne Stouten, Marco Van Pijkeren Feb 20 2018 8:00 pm UTC 45 mins
    For Digital and operational leaders, there’s a tension between the demand for agility and the pressure to maintain compliance with global regulations. How can you reconcile these competing corporate goals?

    Learn from the experience of Cofco International for practical advice on:

    - The critical role of agility in global digital operations
    - Why digital agility is essential to regulatory compliance
    - How to create digital solutions fast in an agile culture

    Who should attend? Digital Technology leaders, Application Development Leaders, IT, Business and Process Professionals.
  • How Digital Process Management Enables Business Agility
    How Digital Process Management Enables Business Agility Alan Zimmerman, Mike May Feb 20 2018 9:00 pm UTC 45 mins
    Discover how creating an agile culture enables you not only to deliver digital solutions fast, but also to make sure that they return results – including huge financial savings and complete project payback in 2 months or less

    Join this webinar hosted by Bizagi Customer Travelport, a travel commerce platform connecting the world’s leading B2B travel providers with pioneering B2B payment solutions. We’ll discuss how agility has radically redefined the way Travelport operates by:

    - Creating a culture of collaboration and experimentation
    - Shining a light on the simplification of critical processes
    - Delivering rapid results that demonstrate digital transformation

    Who should attend: Digital Technology Leaders, Application Development Leaders, IT, Business and Process Professionals.
  • Building a Marketing Analytics Platform with Informatica, Google Cloud & Looker
    Building a Marketing Analytics Platform with Informatica, Google Cloud & Looker Naveen Punjabi, Strategic Technology Partnerships, Google & Nouras Haddad, Director, Technology Alliances, Looker Feb 21 2018 6:00 pm UTC 60 mins
    Are you looking for ways to improve the effectiveness of your digital marketing efforts? Having the insight to provide the most relevant engagement across each touchpoint along a customer journey is key. Naveen Punjabi, Strategic Technology Partnerships of Data and Analytics, from Google, and Nouras Haddad, Director of Technology Alliances, at Looker will share how you can drive actionable marketing campaigns and establish a data-driven, self-service marketing culture by integrating data from across your enterprise to power your marketing campaigns.

    During this webinar, learn how to:
    • Access marketing and customer data from anywhere using Informatica Intelligent Cloud Services
    • Load marketing and customer data into BigQuery to power marketing analytics
    • Visualize and garner insights into all your marketing and customer data with Looker
  • How to Make the Most of Your CX Metrics Using the Voice of the Customer
    How to Make the Most of Your CX Metrics Using the Voice of the Customer Amber Krueger, Nick Stenberg, Sid Banerjee, and Erica Marois (moderator) Feb 22 2018 6:00 pm UTC 60 mins
    Dashboards, reports, KPIs, and metrics are all part of life in the contact center. The challenge: putting all that data in context to use it effectively. Does your team struggle to measure or improve the customer experience consistently? If so, you’re not alone. According to a 2017 ICMI survey, it’s one of the top ten challenges for contact center leaders.

    Join us on February 22 as we help you identify ways to understand the most complex customer feedback in an organized and comprehensive manner. We’ll also show you how to use the power of text analytics to put your metrics in the right context, and how to deliver those valuable insights to key decision makers across your company.

    In this webinar, you will learn:
    * How to use the data you already have to identify actionable areas for improvement
    * How to refine your dashboards and measure what really matters to customers
    * How to better analyze, measure, and correlate your customer data

    Join us for an interactive and informative hour, complete with live audience Q&A.
  • The ServiceNow Kingston Update: Machine Learning, AI, UX, Oh My!
    The ServiceNow Kingston Update: Machine Learning, AI, UX, Oh My! Marci Parker, Garrison Ball, Meghan Lockwood Feb 22 2018 6:00 pm UTC 60 mins
    With the ServiceNow’s new Kingston release, fans will not only get new functionality for a richer user experience but enjoy important strides in perhaps the most anticipated areas area of the day: machine learning and automation.Every release brings us more expansion across the ServiceNow Platform, and Kingston is no exception, adding new features and functionality including advances in the ServiceNow Platform, CSM, HR Service Delivery, ITOM, ITBM, Performance Analytics, Security Operations, GRC, and, of course, IT Service Management (including Software Asset Management). Taken in context, these new capabilities make a strong case that ServiceNow is setting itself up to act as the technology backbone for modern organizations (so keep an eye out for future platform plays!).
  • Demand Gen in a Post GDPR World?
    Demand Gen in a Post GDPR World? Maurice Flynn, GDPR Prep Trainer Feb 22 2018 7:00 pm UTC 45 mins
    Maurice Flynn, a recognised expert in GDPR preparation, takes you through 12 essential steps to get your demand gen ready before the May 2018 deadline.
  • What’s New in IT Service Management Automation Suite
    What’s New in IT Service Management Automation Suite Vesna Soraic, SMA, Micro Focus, David Baron, SMA, Micro Focus and Bill Dyck, CMS, Micro Focus Feb 27 2018 4:00 pm UTC 60 mins
    Join us for an exciting and informative look at the latest releases of Service Management Automation (SMA) and Configuration Management System (CMS).

    Learn how you can use analytics and machine learning to improve service management efficiency and deliver a more engaging end-user experience. See a live demo of the new SMA capabilities.

    You will also learn how you can easily monitor and control your Hybrid IT environment in real-time with multi-cloud discovery.

    New Features:
    • Multi-tenant console in SMA
    • Reporting capabilities in SMA
    • Multi-cloud discovery capabilities to support Hybrid IT
    • New CMS UI for simplified configuration management
  • AI-powered customer engagement isn’t optional anymore
    AI-powered customer engagement isn’t optional anymore Brian Gross, VP Digital Innovation, Aeromexico Feb 27 2018 6:00 pm UTC 60 mins
    AI isn’t a nice-to-have any more, it’s a must-have. There’s a reason why corporate giants like Google, IBM, Yahoo, Intel, Apple, and Salesforce are competing to snatch up private AI companies. In the first quarter of 2017 alone, 37 AI companies were swallowed whole.

    Companies aren’t just using these AI tools to enable existing marketing strategies; they’re taking those strategies to the next level, going beyond simple retention and delivering active engagement. AI technology offers companies unprecedented insight into customer behaviors, patterns, and beliefs, allowing you to seamlessly anticipate customer needs and serve up hyper-personalized, emotionally resonant campaigns where and when they’re most welcome.

    2018 is the year to seize the AI advantage. To learn more about the technology you need, the opportunities it unlocks, and what it takes to get your ball in the game, don’t miss this VB Live event!

    In this webinar, you'll learn:
    * What’s new in AI for 2018 -- and what’s coming down the pike
    * How businesses are using AI to drive results
    * How to go beyond customer retention and power customer engagement

    Speakers:
    * Brian Gross, VP Digital Innovation, Aeromexico
    * Dan Wulin, Director of Data Science, Wayfair
    * Michael Healey, President, Yeoman Technology Group
    * Rachael Brownell, Moderator, VentureBeat
  • Achieving True Sales and Marketing Alignment 
    Achieving True Sales and Marketing Alignment  Liz Miller - CMO Council, Justin Shriber, LinkedIn Feb 27 2018 7:00 pm UTC 75 mins
    Sales and marketing leaders alike chase efficiency through automation and tool integration to scale their functions. However, too often they’re operating in siloes, inadvertently bombarding prospects and customers with disconnected, non-contextual outreach from all sides.

    It’s bad customer experience. And in a time when businesses are trying to focus on building lasting customer relationships and a recurring revenue model, automating a bad experience creates alienation at a massive scale.


    Join Justin Shriber, VP of Marketing at LinkedIn, to learn what makes a good customer experience and the imperative new approach required to help sales and marketing overcome this fundamental gap to align towards an orchestrated approach to tap into the massive source of economic growth and opportunity that is the B2B market today.
  • Using Customer Data to Optimize Multi-Channel Marketing
    Using Customer Data to Optimize Multi-Channel Marketing Jeremy Bender, Consultant Director at BlueVenn Feb 28 2018 3:00 pm UTC 45 mins
    Customers and prospects don’t think about channels. Nor do they acknowledge that their data exists across departmental systems. Most assume that a conversation with a brand will remain consistent no matter what their method of engagement. Is your company delivering a multi-channel experience?

    To do so, you need to know that customers undertake unique journeys, and that your company must cater to a journey that can switch between any one of your channels.

    During this webinar, we will demonstrate how you overcome this obstacle, along with:

    1.Leveraging data and predictive analytics to optimize multi-channel campaigns and marketing initiatives
    2.Utilizing customer journey orchestration to ensure a seamless customer experience across channels
    3.Working with online and offline data and channels
    4.Consumer trends for 2018 and the impact on your multi-channel marketing strategy
  • Shift happens: Trends and best practices in B2B commerce
    Shift happens: Trends and best practices in B2B commerce Justin King, eCommerceandB2B Mar 6 2018 6:00 pm UTC 60 mins
    B2B eCommerce is getting bigger, more competitive and more accountable to customer demands. How your customers buy is changing, how your competitors sell is changing. And yet, there is a reason customers buy from you today that will allow you to compete online and offline. In this keynote, you will learn about the trends in Digital and eCommerce as related to distributors and manufacturers, and learn a practical framework you can immediately integrate into your business.
  • Digital Transformation in Treasury: Reducing complexity with better connectivity
    Digital Transformation in Treasury: Reducing complexity with better connectivity Presented by OpenText Mar 7 2018 6:00 pm UTC 60 mins
    As companies seek to improve cash flow, achieve greater cash visibility, consolidate their bank relationships, increase straight through processing, and reduce bank fees and costs, treasurers are undertaking strategic digital transformations of their financial, IT and business operations. Part of that transformation should include an examination of whether their network connectivity is hampering the process.

    In this webcast, OpenText will review its own treasury transformation journey and describe how, by leveraging the capabilities of its Business Network division, it was able to speed up its connectivity to banks and achieve higher STP rates and better cash visibility across its global banking system. We will review the challenges of corporate to bank integration and the solutions that OpenText can provide.

    Featuring:

    Mark Mixter, Financial Services Solutions Expert, OpenText Corporation
    Jonathan A. Burkhead – Director of Global Treasury, OpenText Corporation
    Trevor Jones - VP, Finance & Treasurer, OpenText Corporation
  • How Sales Ops can Drive Revenue Growth
    How Sales Ops can Drive Revenue Growth Jon Kondo, CEO at OpsPanda Mar 7 2018 8:00 pm UTC 45 mins
    Sales Operations Professionals are known for being adaptable, however, only 30% of sales ops pros are adjusting their strategies as conditions change throughout the year. Which makes them less likely to actually validate their assumptions and measure their success against their plan, leaving them (and their company) open to the risk of miss sales targets. During this webinar, Sales veteran and OpsPanda CEO, Jon Kondo, shares methodologies that Sales Operations can adopt to create a more agile sales environment that mitigates risk, drives revenue, and ensures that sales, finance, and the CEO are all happy with the results.

    You will Learn:
    -Tips on how utilize your Annual Operating Plan (it’s only useful if you use it)
    -How and why you should monitor and manage your plan year round
    -The key factors affecting your growth that you should be analyzing
  • How to Reuse Structured Content with DITA
    How to Reuse Structured Content with DITA Gosia Radymiak Mar 8 2018 6:00 pm UTC 60 mins
    Reusing content can be beneficial, but complicated to manage without proper guidelines. You can reuse content on many levels and apply different methods, from conditional filtering on entire maps to variable phrases for single words.

    Join The Content Wrangler, and our special guest, Gosia Radymiak, Customer Success Manager at Jorsek LLC, the makers of easyDITA, for this free, one-hour webinar. In this webinar, attendees will learn how to 1) review reuse mechanisms available in DITA; 2) learn about reuse best practices, including content organization and localization do’s and don'ts; 3) learn how to create a reuse strategy suitable for your content; and finally, 4) to get links to useful resources about DITA and reuse, including articles and training.
  • Enabling Content in Chatbots and AI: Part II — The Microcontent Solution
    Enabling Content in Chatbots and AI: Part II — The Microcontent Solution Steve Manning Mar 13 2018 3:00 pm UTC 60 mins
    On December 12, 2017, Steve Manning presented a discussion on how new technology will change the way we approach content. The addition of Bots, voice-enabled interfaces, and Artificial Intelligence means we must change the way we structure content. We are moving from a broadcast style of communication – publish and hope for the best – to a more conversational style of communication. More question and answer.

    This imposes requirements on the content models you need to create if you want to talk to the Bots. We must be more granular in our models. We need to implement Microcontent.

    In Part II of this series, Steve will go a little deeper. He will discuss the language of bots/AI: intents, attributes, and assets. Then he’ll relate that to how the granularity you design into your models, the semantic labels you apply to elements, and the taxonomy you capture in creation can make or break your ability to publish DITA content to the new technologies. The session will include real-world scenarios that rely on a microcontent strategy.
  • Connecting the next big thing
    Connecting the next big thing Vasiliy Fomichev, XCentium Mar 13 2018 6:00 pm UTC 60 mins
    The future of commerce is connected. Come discover how to get ahead of the curve and prep for the future of digital Machine Learning, digital personal assistant, chatbots, headless – all emerging topics that we from a business POV have to consider to shape the next gen commerce experience.
  • The AI use cases that keep you competitive
    The AI use cases that keep you competitive Matthias Keller, Kayak Mar 14 2018 5:00 pm UTC 60 mins
    The hype surrounding AI has reached a fever pitch, but practical uses that are delivering concrete, practical business results are here, and it’s time to get real.

    From taking over the routine requests for customer service agents, reducing costs, speeding up service, and boosting customer satisfaction, to reliably helping marketers deliver what a customer wants, when they want it and where, AI is popping up everywhere, and companies need to figure out where they stand, fast, to stay competitive.

    Join this VB Live event, hosted by Forrester Senior Analyst Brandon Purcell and Kayak Chief Scientist Matthias Keller to learn more about how to identify the AI use cases that can transform your business, and how to get started, stat.

    You’ll learn:
    * What technologies fall under the AI umbrella
    * How companies like Kayak use AI to understand customers and personalize experiences
    * How to identify the right AI use case for your business
    * Common challenges firms face when implementing AI
    * Why AI’s time in the sun has finally come, and why it’s here to stay

    Speakers:
    * Brandon Purcell, Senior Analyst, Forrester
    * Matthias Keller, Chief Scientist, Kayak
    * Rachael Brownell, Moderator, VentureBeat

    More speakers to come
  • Office 365 As A Content Services Hub? Seriously!
    Office 365 As A Content Services Hub? Seriously! Steffen Frederiksen Mar 15 2018 3:00 pm UTC 60 mins
    Do you have Office 365 in your organization? You may not realize it, but you already have the perfect solution for delivering the right information to the right people, at the right time, in the right format and language – and on the device of their choosing.

    Most content services hubs are expensive and complicated. Office 365 is an affordable, cloud-based, scalable platform that allows you to build content for a future of AI, machine-learning, chatbots, and machine-to-machine communication. It enables everyone, whether experienced in content architectures like DITA and XML or not, to use Microsoft Word and other familiar tools to create and share content in real time. Gartner recognized Microsoft as a leader in the Content Management Platform Magic Quadrant in 2017. Find out why!

    Join The Content Wrangler and our special guest, Steffen Frederiksen, for this free, one-hour webinar, and learn exactly why and how Office 365 is a great platform for authoring, managing, and delivering the content of the future. Attendees will also learn the benefits that come with using it, as well as be taken through a specific use case in financial services.

    ABOUT STEFFEN FREDERIKSEN

    Since 1989, Steffen Frederiksen has been working with the creation, management, and distribution of structured, reusable business content. This work includes methods, software tools, training workshops and CMS solutions. He has managed the training of more than 200,000 writers around the globe, primarily in the financial services, pharma, and other regulated industries.

    While working for Information Mapping, Steffen developed the concept of “object-oriented information” as well as the MOM (Mapping Object Model) XML DTDs – some of the foundation of the DITA standard. With the objective of bringing the power of structured content to everyone, he founded DitaExchange in 2001 and developed its Dx4 software, which combines the DITA standard, Microsoft SharePoint and Microsoft Office.
  • Transforming Customer Service with ServiceNow: A Midwest Lunch & Learn
    Transforming Customer Service with ServiceNow: A Midwest Lunch & Learn Adam Mason, Jerry Sweeney, Ravi Kaipa and Meghan Lockwood Mar 20 2018 5:00 pm UTC 60 mins
    Today, modern, Customer Support teams use thoughtful, intuitive technology to solve customer issues at light speed. In some cases, they have even transformed from a cost center to a juiced up revenue producer.
    In our March Lunch and Learn our Customer Service experts will show how to do just that, with real-world examples from companies winning Customer Service right now, and a live demo.
  • Envisioning the future of omnichannel commerce
    Envisioning the future of omnichannel commerce Brendan Witcher, Forrester Mar 20 2018 6:00 pm UTC 60 mins
    “Omnichannel” is not a new concept, but B2C, B2B, and even B2B2C companies still struggle to grasp how to evolve from a multichannel approach to an omnichannel one. This webinar helps digital business professionals understand the four critical areas for winning and retaining business from today’s consumer—regardless of their channel.
  • Why your customers are your best marketers
    Why your customers are your best marketers Todd Revolt, Stackla Mar 27 2018 4:00 pm UTC 60 mins
    Are you trying to reach a wider audience, strengthen consumer trust in your product(s), lower costs and increase sales at the same time? If so, user-generated content (UGC) is your golden ticket. With 2.5 billion pieces of visual content created by consumers every day, more and more marketers are turning to UGC to tell their story. UGC is the most authentic, relevant and influential content marketers can get their hands on, and there is a wealth of it just waiting for you to tap into. In this webinar, you will learn how you can leverage UGC from Stackla with your Sitecore Experience Cloud to truly personalize every visitor’s experience with relatable and engaging user-generated content.