Get powerful operations insights for your business. Connect with experts and colleagues to get the most up-to-date knowledge on which systems and processes are driving operational efficiency, maximizing value and customer success.
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.
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.
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.
+ 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
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.
Orchestration Everything. From incident remediation to service requests, IaaS to cloud automation. Extensible, open-API platform—invoke from any place, integrate with anything. More than 8000 out-of-the-box operation workflows. Intuitive, flexible flow authoring. Integration with ChatOps.
Join Guillaume Dubuc, Senior Product Manager, as he discusses the latest features of Micro Focus Operations Orchestration (OO), showcases OO in action, and answers your questions.
• Discover how customers orchestrate—top use cases
• Learn what makes OO unique, and why customers chose it
• Hear how customers transformed process automation with OO and saved many man-hours
• See a demo: graphical/textual authoring with OO Designer
• See a demo and meet Maestro, the OO chatbot: bringing tools in the middle of conversations for collaborative problem-solving
Companies with multiple products often struggle to calculate accurate Customer Lifetime Value (CLTV) across their portfolio. This is because user data is often analyzed in silos so companies are unable to get a clear picture of ROI and CLTV across platforms, devices and apps.
In this webinar we’ll look at how you can apply a holistic and complete approach to your CLTV and ROI through the lens of gaming companies, though this technique is applicable for any company who has products spanning platforms.
We’ll also explore:
How the integral power of data in business has shifted over the past 10 years.
Discover the current technologies and processes used to analyze data across different platforms by combining multiple data streams, looking at examples in brand and portfolio-based LTV.
How to process and centralize dozens of varying data streams.
Nicolas Nadeau will speak from his extensive experience and show how leveraging data from multiple product strategies spanning many platforms can be highly beneficial for your company.
The mandate to drive digital transformation has finally hit the realm of Higher Education, specifically targeting the “Ed Tech” universe. From the application process up until graduation, colleges and universities are dealing with a student body who have needs and demands that are very different from those of students who graduated even a decade ago. Think about it: the freshmen walking onto campus today have all grown up as consumers within an online community. They don’t just appreciate an intuitive, well-organized web experience, they expect one.
ServiceNow aids schools in two ways: the platform makes it smarter, faster, and easier for students to navigate their student portals, and for universities to integrate and consolidate all of their disparate systems. With its intuitive interface, ServiceNow helps higher ed institutions to step away from the dark ages of spreadsheets and un-trackable requests, and instead provide their students and alums with an organized and pleasant web experience.
In this webinar, we will discuss lessons learned and best practices from customers that have gone through the journey of deploying O365 and SD-WAN.
- Traditional networks significantly affect O365 performance, and how SD-WAN changes it
- Enterprises overlook the importance of strategically placing cloud gateways
- The tradeoffs among reliability, performance and user-experience when architecting the WAN for your cloud
How Learning & Development, HR and Training functions
can prepare employees for The Future of Work
Businesses will soon experience productivity decline from a workforce unprepared and unable to provide the competitive advantage needed to survive in the modern environment. What we can predict is that change will be a constant and will include many technological advancements.
Developing the right employee skills is key to being prepared. The World Economic Forum predicts that Complex Problem Solving, Critical Thinking and Decision Making are key skills needed to succeed in 2020 and beyond
In this webinar, Jason O’Neill will discuss how Learning & Development (L&D), Human Resources (HR) and Training functions will have a pivotal role in leading this effort – by guiding employees to the tools, techniques, and resources to help them navigate change – and by taking an active role in preparing their organization for the future of work.
Major topics include
. The major transformational changes forecasted for 2020 and beyond
. The employee skills that chief human resources officers have identified as
necessary to thrive in the near-term business environment
. The role of HR, L&D and Training functions can play
To create greater competitive advantage and better customer experience, organisations need to build their digital capabilities with innovative solutions and initiatives.
WhiteSpider is an expert in Software Defined Technologies - the building blocks of a digital infrastructure - and one of Cisco's leading partners in designing and delivering Application Centric Infrastructure
In this webinar we will be looking at how Software Defined Technologies are supporting organisations as they create digital capabilities through:
1. Enabling Scalability and Agility: Be able to rapidly scale, and react quickly to the changes in business requirements.
2. Delivering intelligence: Detailed, predictive and actionable analytics
3. Developing automation: Solutions that enable orchestration and automation reducing the need for, and cost of, human intervention.
4. Promoting collaboration: Simplifying and unifying the communication between IT and Business.
We will be looking at specific examples of where WhiteSpider has enabled these capabilities through solutions we have delivered in Motor Racing, Healthcare and Manufacturing.
HP and Staples Business Advantage present:
Governance, Compliance & Print Security - Three keys to protecting business
• The rise of IoT and its evolving role in Security Challenges
• IoT Standards & Framework Developments in CyberSecurity
• Governance and its role in mitigating risk
• And More: Influential Mega Trends, Risks & Hidden Costs
Ron Chestang – GCIH, CEH, CISM
Print Security Advisor
Ron joined HP, Inc. from one of the big four consulting firms where he performed IT Security consulting in Oil and Gas Industry in Houston, Texas. Ron also has over 15 years’ experience as a Cyber Officer in the US Air Force where he received the nation’s most comprehensive cyber security training and the highest level AF security certifications. During his tenure with the AF, Ron participated in numerous cyber exercises and operations including wartime cyber efforts coordinating defense of the nation’s top secret information and coordinating offensive efforts.
Ron has numerous industry Cyber Security Certifications including the EC Council Certified Ethical Hacker, SANS GIAC Certified Incident Handler, and the ISACA Certified Information Security Manager Certification.
Technology Account Executive
Staples Business Advantage
Mike Mayberry our Staples Technology Solutions Healthcare Technology Account Executive has been part of the Staples family for 10 years. Mike started with Staples on our Small Business Account sales team before moving to our retail team as a Sales Manager. Mike joined the Technology Commercial Contract team in 2011 providing IT solutions to our Mid-Market customer. After spending two and a half years with the Mid Market team Mike transitioned to the Commercial team working with F-500 customers. Recently Mike helped launch the new Healthcare team within Staples Technology Solutions and is now working to provide relevant IT solution thought-out our Healthcare base.
True one-to-one interaction is considered the holy grail of customer experience. However, according to a recent CMO Council study, only 7 percent of marketers are able to consistently create these individualized experiences across all channels.
For the third and final webinar of this series, the CMO Council and Teradata are concluding the conversation around shaping customer experiences by focusing on the importance of coordinated cross-channel messaging through a centralized hub for all customer interactions—one that listens to all interactions, automatically tells marketing channels when and about what to say based on all the latest data and machine-learning analytics, and applies contact governance so that your marketing is smart and optimized, not fragmented by channel.
During this one-hour webinar, our expert panel will share insights around how companies can build one central messaging hub for all customer interactions, regardless of channel. Marketers can elevate their marketing with a marketing hub to optimize and coordinate messaging, analytics and data so that the messaging automatically shifts, whether it’s time to sell or time to provide customer care, ensuring that each interaction is good for the customer and the brand. A featured brand expert will also share their company’s challenges in this area, as well as the steps they have taken in order to create consistent cross-channel messaging for the customer and make one-to-one experiences a reality for their organization.
Among the topics to be discussed:
• Challenges to achieving a full, cohesive view of all customer interactions
• How to balance multiple customer interaction strategies amid the focus on clicks and conversions
• Industry best practices and results from marketers who are coordinating their
marketing in a hub and how it has elevated their marketing
Strategy activation is all about eliminating the gap between development & execution. We've partnered with AchieveIt to deliver a webinar that discusses what it takes to truly drive transformation & how leaders can gain the ability to make proactive, effective decisions.
Join us along with Forrester as we have an in-depth look at the Total Economic Impact of Guaranteed Fraud Protection.
The cost of online fraud for e-commerce merchants extends well beyond chargebacks and fraud-related fees. It includes losses from orders declined unnecessarily, slower order processing and loss of customer loyalty.
If you have not turned to Guaranteed Fraud Protection to minimize your fraud costs and optimize your operations, you are missing a chance to grow revenue without selling more goods.
During this session, we’ll cover:
+ The top 5 retail fraud and security threats in 2018 - and how to deal with them
+ The full economic impact of Guaranteed Fraud Protection, including how one enterprise retailer achieved a 3.8x ROI
+ How the right fraud solution can mean faster order fulfillment and higher customer satisfaction.
+ How one retailer added $5.9 million to its bottom line by reducing chargebacks and increasing the number of orders shipped.
“We went from 88.9 percent order acceptance to 93.5 percent while also displacing 61 basis points for chargebacks.” — manager of a large U.S. retailer’s e-commerce operations.
Featuring Guest Speakers:
+ Reggie Lau, TEI Principal Consultant, Forrester
+ Brendan Miller, Principal Analyst, Forrester
***This webinar will cover a June 2017 commissioned study conducted by Forrester Consulting on behalf of Signifyd.
Are you ready for how AI, machine learning, and other future technology will affect content development?
The database revolution changed our relationship to data, making it reusable for different target audiences, contexts and situations. It also made it ready for flexible delivery to different apps and across many different platforms and media. But somehow these outcomes never fully transferred over to content. How can we bring this same revolution to content and win the same kind of enormous improvements that would prepare us for the future?
Structured content management enables organizations to store, organize and build their content so that pieces are easily discoverable, reusable, reconfigurable and adaptable. It provides the perfect solution for constructing large, complex documents, but also for delivering modular content to chatbots, portal sites, and mobile apps. But, more importantly, it is also key to future-proofing your content for emerging technological trends.
Join Paul Perrotta, sitting in for Scott Abel, and his special guest, Steffen Frederiksen, Founder and CSO of DitaExchange, for this free one-hour webinar. Attendees will learn what structured content management is and how it works. They will understand what benefits structured content can have for writers, project managers, business owners, IT departments and content consumers. They will also learn how to prepare their content to be fed into new technologies with practical examples from the field.
Organizations that manage a shift-based (and hourly) workforce must contend with complex scheduling rules including labor laws and labor agreements. With more states and even cities supplementing US Labor laws, it can be difficult to keep up with all the changes. Many of these laws impact overtime pay, required break periods, and employee rights around a more predictable schedule–which can significantly increase your labor costs. By understanding labor laws, you can create better employee schedules, reduce overtime, and ensure compliance.
In this webinar, you will learn:
• What is driving changes to labor laws in states and cities across the US
• What are the key labor laws that affect employee scheduling
• How technology can help you automate and create better schedules
We will also provide some practical examples to help you understand the complexity of California, Washington, Seattle, and San Francisco labor laws. These same examples are often found in collective bargaining agreements (CBAs).
About the presenter:
Dorothy Pults recently completed a significant research project on US and International Labor Laws and GDPR compliance implications for scheduling shift-based (hourly) workforce. Dorothy has held leadership roles in engineering, product management and product marketing at fast growing companies including EMC, Limelight Networks and F5 Networks drive record customer growth and is recognized for her work aligning products to meet the unique needs of customers.
According to the latest CSO Insights research, effective sales onboarding services can improve quota attainment by 21.3% with noticeable impact on sales performance in the fiscal year.
There are a number of ways that organisations can reach full productivity for new sales hires, but it all starts with a well programmed, measurable and dynamic onboarding curriculum that meets the individual development needs. But it doesn’t stop there.
On this webinar, you will discover how to:
· Establish a baseline understanding of sales rep capabilities and detect early warning signals
· Implement a data-driven coaching model to remove guesswork in coaching and support reps in reaching and staying at peak productivity
· Drive a continuous sales enablement program that aligns onboarding to the customer journey
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.
•What are major customer onboarding challenges?
•What is machine learning and digital decisioning?
•How can machine learning and digital decisioning address customer onboarding challenges?
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.