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  • Measuring Content Performance with ContentWRX: Live Demo + New Insights
    Measuring Content Performance with ContentWRX: Live Demo + New Insights Colleen Jones, CEO, Content Science Recorded: Oct 18 2017 60 mins
    If you’re like most organizations today, you’ve invested in content for marketing, sales, support, product strategy, and a host of other reasons. You’ve developed ways to more efficiently and effectively create, manage, and deliver content. Despite these significant investments, you—and your stakeholders—are likely still asking the question, “Does our content work?”

    While that sounds like a simple question, getting answers can be challenging, to say the least. But, it doesn’t have to be. Not if you start with a strategy and the right tools for the job.

    Join me, Scott Abel, The Content Wrangler, and my special guest, content scientist Colleen Jones, for a presentation about measuring content performance. Jones (and her crew at Content Science) have spent the last few years working with large, global brands to identify what makes content effective—and how to measure it. The result is ContentWrx—a robust performance measurement tool designed to help your organization make content decisions that improve or accelerate return on investment.

    Attend this free, one-hour webinar, and you'll learn how to track the six dimensions of content effectiveness and make informed business decisions based on data. You’ll discover the four elements of the ContentWrx system, and you’ll find out how easy it can be to collect, analyze and act upon behavioral and perception data. You’ll also learn how ContentWrx can help you close the gap between your data and user feedback.

    As a bonus, Jones will share the top 3 insights from an analysis of data from more than 100,000 content users.

    Register today!
  • Taming data: How marketers turn data into real ROI
    Taming data: How marketers turn data into real ROI Jeff Sinclair, Product Manager, Engagement Platform, Atlassian Recorded: Oct 18 2017 61 mins
    Increasingly, companies have turned to customer data platforms (CDPs) to help them run more relevant marketing campaigns using the large volume of customer data at their fingertips. Customer-focused software company Atlassian will discuss how they made that decision and the types of complex marketing campaigns that they can now run as a result. Research analyst David Raab will also be on hand to discuss how other companies can use CDPs to harness customer data to increase sales and loyalty.

    In this webinar, you will learn:
    * Key considerations when deciding to build versus buy a customer data platform
    * How companies are taking advantage of CDPs for more relevant communications
    * How data science can improve marketing efficacy
    * The trends and market factors driving the need for customer data platforms

    Speaker Panel:
    * Jeff Sinclair, Product Manager, Engagement Platform, Atlassian
    * David Raab, Analyst and Founder at The Customer Data Platform Institute
    * Jeff Hardison, VP of Marketing at Lytics
    * Stewart Rogers, Analyst-at-Large, VentureBeat

    Sponsored by: Lytics
  • The Path to E-commerce Growth
    The Path to E-commerce Growth Signifyd | Coalition Technologies | BigCommerce Recorded: Oct 17 2017 49 mins
    Join ecommerce and cybersecurity experts from BigCommerce, Coalition Technologies and Signifyd for an in-depth discussion on the opportunities and pitfalls associated with various methods of growing your business.
  • Connected devices and the rise of invisible payments
    Connected devices and the rise of invisible payments Kevin Gordon, Lead Innovation Architect, Worldpay Recorded: Oct 17 2017 31 mins
    By 2020, five billion people will be online, with 25 billion devices and machines using the Internet. Many devices will share data and services, and the way we engage with them will fundamentally change. In a connected world, consumer expectations of executing transactions on a phone, tablet, VR device – or even a refrigerator – will be higher than ever.

    As time goes on, devices will become smarter and make more and more decisions for us. We’ll be able to create rules as users to tell our devices what we’re comfortable with them paying for automatically. The use cases for rule-based payment are endless!

    As such, the onus of creating frictionless download and shopping experiences while overcoming barriers between devices lies with each business. When it comes to recurring and subscription payments, the technology underpinning these user experiences across devices is critical. Seamless, simple, and secure are the watchwords of an IoT world.

    Don’t wait until 2020 to address consumer pain points and overcome technological barriers to IoT adoption. Tune in to the latest VB Live event and hone in on the fastest, best ways to prepare for the IoT world. After all, it’s already here. Attend this webinar and find out:

    •How companies are already dealing with device connectivity
    •How the challenges posed by IoT are being solved for today
    •Global consumer attitudes around payments made by devices
    •How payments will become ‘invisible’ or ‘translucent’ for users
    •Payment technology that will enable devices to make decisions

    SPEAKERS:
    * Kevin Gordon, Lead Innovation Architect, Worldpay
    * Stewart Rogers, Analyst-at-Large, VentureBeat
    * Rachael Brownell, Moderator, VentureBeat

    Sponsored by: Worldpay
  • Powering the Shift to Agile
    Powering the Shift to Agile Liz Miller - CMO Council, Dario Debarbieri - IBM Watson Recorded: Oct 12 2017 58 mins
    Today’s marketing machine must be aligned to the agile flow of today’s fickle customer, able to adjust and adapt in real-time, thinking and often predicting behaviors in context to allow an organization to swiftly advance, iterate and optimize across functional boundaries.

    The CMO Council, in partnership with IBM Watson, will share new thinking and best practices for making this new marketing operation a reality in a one-hour interactive webcast featuring subject-matter experts and brand leaders currently making the bold shift to meet the customer where they stand. Joining the session will be Dario Debarbieri, CMO of IBM Watson North America and longtime CMO Council Advisory Board member, who will discuss the latest trends, from the API economy to the real opportunity of cognitive computing being applied to the marketing engagement engine.
  • CDPs and Multi-Channel Campaign Management: a Match Made in Heaven
    CDPs and Multi-Channel Campaign Management: a Match Made in Heaven David Raab, CDP Institute, Founder & Jim Kelly, BlueVenn, Principal Consultant Recorded: Oct 12 2017 60 mins
    Customers use multiple devices across many online and offline channels, generating overwhelming amounts of data. Organizations and marketers don’t only have to pull all this data together and make sense of it, but use it to deliver a seamless and personalized journey across every channel.

    While a CDP to create a Single Customer View can help you triumph over disparate data, the battle is only half won: these persistent, unified records need to be put to use. With multi-channel campaign management, marketers have the ability to engage and communicate with their customers at every stage of their journey.

    During this webinar, Customer Data Platform Institute founder David Raab and Jim Kelly, Principal Consultant at BlueVenn, will discuss how a holistic view and a consistent customer experience creates more relevant marketing. Asking questions such as: How else do the two marketing technologies benefit each other? Can one work without the other? Plus, of course, why a CDP and multi-channel campaign Management is a Match Made in Heaven.
  • Digital marketing has 99 problems. Are you one?
    Digital marketing has 99 problems. Are you one? Arturo Mendiola & Matt Fairchild, Horizontal Integration Recorded: Oct 10 2017 31 mins
    In this webinar, we will outline how to connect your paid, earned, search, and organic marketing to Sitecore’s capabilities like personalization, path analyzer, engagement plans, and more.

    It also includes an examination of how data captured within Sitecore can inform and optimize media campaigns in real time. Last, we will share a broader view of how traditional offline tactics like broadcast and print play a role within the digital ecosystem that has Sitecore at its center.
  • Adapting Salesforce for an Account-Based Strategy
    Adapting Salesforce for an Account-Based Strategy Feng Hong, Senior Product Marketing Manager, Full Circle Insights, Bryant Lau Digital Marketing Manager, Highspot Recorded: Oct 5 2017 31 mins
    Feeling like your CRM isn't quite measuring up to support your account-based strategy?

    Implementing and executing a successful account-based strategy has many operational and technical implications. Join Full Circle Insights and Highspot in this webinar to learn how you can adapt your Salesforce to fit an account-based strategy.

    In this webinar, we’ll teach you how to:
    -Understand the gaps in your CRM that hinder ABM
    -Organize your Salesforce processes for ABM
    -Connect the dots between your data and measure your ABM performance
  • How to get your Prospects begging to buy from you: Permission-Based Selling
    How to get your Prospects begging to buy from you: Permission-Based Selling Peter Strohkorb Recorded: Oct 4 2017 31 mins
    How much better would your life be if your sales prospects gave you their upfront permission to pitch and sell to them? It would be awesome, right ?
    So, how can you get them to give you that precious permission?

    This free 30 minute webinar will:
    - Introduce you to the concept of Permission-Based Selling
    - Teach you how to cold-introduce yourself in the right way
    - How to get your prospects to give you their permission to sell to them
    - What to do next when they do

    Here is a 1-minute preview:
    https://www.youtube.com/watch?v=fhtlHcdjRvo?rel=0

    Book yourself into my webinar now.
  • Legal Landmines: How Changing Collection Laws Can Affect YOUR Business
    Legal Landmines: How Changing Collection Laws Can Affect YOUR Business Michelle Kreidler Dove, Esq. Recorded: Oct 4 2017 60 mins
    The dynamic nature of collection rules and regulations has many businesses and healthcare facilities unclear as to how far they can go in pursuit of delinquent accounts. This free, on-demand webcast will educate and engage viewers with insightful tips for effectively and safely refining their internal collections practices.
    You’ll learn tips such as:
    How to ensure accurate and effective credit reporting
    Why recent changes in case law should have you rethinking your current processes
    What Important information should be included in your consumer agreement
    How you can work with your collection agency to maximize recoveries.

    Michelle Kreidler Dove, Esq., General Counsel and Chief Compliance Officer at IC System leads this engaging presentation that will answer your most pressing collections-law related questions. You’ll benefit by taking cues and lessons learned from the experts at I.C. System, a family-owned, Seventy-nine year old collection agency.
  • Activating and Shaping the Customer Journey
    Activating and Shaping the Customer Journey Vicky Currie, N Brown Group; Tony Brown, Teradata Customer Journey Solution; and Mary Anne Hensley, CMO Council Recorded: Oct 4 2017 55 mins
    It is easy to commit to delivering to exceptional customer experiences, but executing on the same can often be the hardest step. Join CMO Council, Teradata and N Brown Group (JD Williams) in part 2 of our webinar series to hear how organizations can enhance the customer experience and influence their buyers’ next steps to align with organizations’ desired goals and objectives.

    During this one-hour webinar, Vicky Currie, Head of Segmentation and Selections in the Customer Insight Group for N Brown Group (JD Williams), will share insights around how the company transitioned from just collecting customer data to influencing customer decisions with predictive insight. Specifically, Currie will share how N Brown Group moved from mapping the customer journey to actually understanding where customers are in the buying process, and then intervening with the right offer, at the right time and through the right channel, to lead customers to a purchase. Hear Currie explain how the ability to combine insights with action has helped the company meet business objectives, drive revenue and, above all, improve the customer experience.

    Joining the CMO Council and Vicky Currie will be Tony Brown, Vice President of Product Management and Business Development, Teradata Customer Journey Solution. Tony will share insights on the critical steps marketers must take to better inform and shape the buyer journey.

    Among the topics to be discussed:

    • How data and analytic insights can help identify a customer’s stage in the buying journey
    • Why integrating online and offline data is critical for a holistic view of the customer
    • Real-life business benefits of optimizing customers’ journeys
  • ServiceNow Innovation in 2017: The Hype vs. The Reality
    ServiceNow Innovation in 2017: The Hype vs. The Reality Ellen Daley, Nadia Skiscim, Devon Scuteri, R. Winston Place, and Meghan Lockwood Recorded: Oct 3 2017 52 mins
    Join our ServiceNow Experts for a virtual conference on ITSM transformation.

    In 2017, you shouldn't be dealing with chaotic help desks or excel sheets. It's time to learn what you're missing.

    It's not just hype, your peers are using ServiceNow to modernize their IT services. Learn how a best-in-class, cloud platform can rapidly reduce costs, lower risk, improve business agility, and boost IT innovation.
  • Content Management in your rearview mirror: a look back to look forward
    Content Management in your rearview mirror: a look back to look forward John Mancini, Chief Evangelist, AIIM Recorded: Oct 3 2017 49 mins
    Feel like you’re trying to run with great marketing campaigns but not as fast as you hoped? It’s time to stop pushing forward and look back at what is causing the resistance. Delivering the best experiences start with your web content management approach.

    In this webinar you will learn how to manage content at scale, document management versus content management, and different types of content and how it can serve a variety of outputs and composite content applications.
  • Three Case Studies in SD-WAN Deployments
    Three Case Studies in SD-WAN Deployments Lloyd Noronha, Head of Global Marketing, Viptela Recorded: Sep 28 2017 43 mins
    This webinar will discuss case studies from customers across healthcare, financial, and manufacturing that underwent transformations to SD-WAN technology. We will walk through the major issues that drove the transformation, and the migration journey for each customer. Beyond significant reduction in WAN Opex, there are common themes of challenges that SD-WAN solves across industries. These include resiliency for critical applications, agile change control, secure isolation of critical assets, and building a cloud-aware infrastructure.

    Webinar Highlights:

    · Key WAN problems for three customers in healthcare, financial, and manufacturing
    · Different drivers for SD-WAN (M&A, Bandwidth shortage, long times for change control, lack of app visibility)
    · Difference in choices of Hybrid WAN architecture
    · Walking through the testing process, pilots and full deployments
  • AI: The key to creating a next-gen banking experience
    AI: The key to creating a next-gen banking experience Katy Gibson Vice President of Application Products Envestnet | Yodlee Recorded: Sep 28 2017 61 mins
    AI apps are shaping up to be an essential part of financial institution and fintech offerings. Yet these innovative solutions are only as useful as the data they can access. In our webinar, we’ll show you how to apply predictive analytics and AI to a massive scale of data to derive valuable insights and power more personalized user experiences.

    From financial wellness apps that help your customers save money, to chatbots that assist users with making payments, the better you understand your users, the more relevant your solutions will be. Learn how AI technology and tools can help detect patterns in financial and transactional data, predict future events and even enable you to suggest a course of action for your users, resulting in a deeper and more meaningful connection.

    In this VB Live webinar, you’ll find out how to:

    • Drive customer engagement and loyalty with the next wave of financial wellness solutions
    • Use predictive analytics and AI to deliver more personalized and engaging apps and chatbots
    • Provide users with intelligent financial guidance based on past behavior
    • Extract valuable insight from a wealth of data to measure users’ financial health
    • Partner with vendors to develop the machine-learning based systems that constantly analyze data and derive insights to drive more meaningful conversations with your end users

    SPEAKERS:
    * Katy Gibson, VP of Application Products, Envestnet | Yodlee
    * Dion F. Lisle, VP Head of FinTech, Capgemini America Inc.
    * John Vars, Chief Product Officer, Varo Money
    * Keith Armstrong, Co-founder and Chief Operating Officer, Abe.ai
    * Evan Schuman, Moderator, VentureBeat

    Sponsored by Yodlee
  • Structured Docs + Taxonomy: Finding New Answers in Your Content
    Structured Docs + Taxonomy: Finding New Answers in Your Content Joe Pairman, Mekon, and Andreas Blumauer, Semantic Web Company Recorded: Sep 28 2017 60 mins
    We think of content as documents: articles, books, presentations, videos. However, readers focus not on the documents but on the answers that they may contain — the answers to questions such as "what is this for," "how do I," "why should I," and even "what is all the information on this particular subject." The tools of structured content let us sequence, chunk, and reuse information in a customer-friendly way. Yet, often a single chunk of information is not the whole answer — that answer lies in the meaningful connections between various pieces of content.

    Join me, Scott Abel, The Content Wrangler, and my guests, Joe Pairman of Mekon, and Andreas Blumauer, managing partner of the Semantic Web Company for this free webinar. Joe and Andreas will guide you on a journey that will show you how taxonomy helps us build meaningful connections so that readers can understand the big picture. They will talk about doing a better job of surfacing information for search engines—from Google to our own intranets. Ultimately, when granular chunks of content are networked with taxonomy tags as a knowledge graph, the system can answer questions that no-one has imagined yet — the myriad of messy, complex queries that arise in real-life knowledge-seeking.

    Key takeaways:
    • Benefits and principles of granular structured content, and how to prepare your own content for this new architecture.
    • Best practices for linking structured content to standards-based taxonomies and pitfalls to avoid
    • The underlying semantic architecture to build a truly mature and scalable approach to linking content and data

    ABOUT THE PRESENTERS

    Joe Pairman is Lead Consultant at Mekon Ltd., helping clients from healthcare to software realize the full potential of structured content and innovative information delivery with taxonomy. Andreas Blumauer is managing partner of the Semantic Web Company and is experienced with large-scale semantic technology projects in various industry sectors.
  • Actionable Insights on Partner Referrals: Takeaways from the benchmark report
    Actionable Insights on Partner Referrals: Takeaways from the benchmark report Trisha Winter, CMO, Amplifinity Recorded: Sep 26 2017 49 mins
    Join Trisha Winter, CMO of Amplifinity, as she shares the data from the analysis of all referral partner programs run on the Amplifinity referral platform and what the data means for those that want to get more high quality leads from their partner network.

    Trisha will cover:
    > Details behind the data
    > Key findings from analysis
    > Lessons learned for marketers running referral partner programs
  • Learn to be a Top-Gun Troubleshooter Through Simulation - APAC
    Learn to be a Top-Gun Troubleshooter Through Simulation - APAC Russell Whitehouse, Kepner-Tregoe Recorded: Sep 26 2017 51 mins
    Before a pilot is given the keys to fly a passenger jet they spend many hours in a simulator preparing to avoid dire consequences. Troubleshooters in all walks of life prepare for real-life calamities by studying theory and working through case studies none of which replicate the pressure cooker they find themselves in when things have gone pear shaped.

    Kepner-Tregoe will be demonstrating a method that has answered our clients needs to hone troubleshooting skills in a safe to fail environment. One that simulates the pressure cooker of a real-live challenge complete with consequences and rewards for actions taken.

    •Prevent trial-and-error by narrowing down possible causes BEFORE taking action
    •Use only the critical pieces of the troubleshooting process appropriate to the situation
    •Learn to solve problems under pressure and restore operations safely and quickly
    •Cloud-based simulation that allows troubleshooting practice in a safe-to-fail environment
  • Marketing Data Quality: Four Roles, One Goal
    Marketing Data Quality: Four Roles, One Goal John Donlon, Senior Research Director, SiriusDecisions Recorded: Sep 21 2017 55 mins
    The marketing team’s goal is to acquire new customers and grow existing customer spend. To do this, they must have customer data that is relevant, timely and trusted. Data-driven marketers don’t just manage their new marketing applications; they actively manage their data as a strategic asset. And, as with all strategic assets, that means putting in place rigorous systems of governance to define key dimensions and the metrics to control the data that defines them.

    In this session, John Donlon, Senior Research Director, at SiriusDecisions discusses a seven-step process required within the marketing department for auditing, cleansing and managing data that is sustainable and delivers tangible results.
  • Hyper-personalization: Marketing to a segment of one
    Hyper-personalization: Marketing to a segment of one Cherie Yu, Head of Local Marketing, Lyft Recorded: Sep 21 2017 61 mins
    Consumers aren’t actually impressed by just a "Hi!" And as deluged by content as they are, they know they have the luxury of simply ignoring you. To catch their interest, you need to demonstrate that you know what they want, and you can deliver it.

    In other words, hyper-personalization. Innovations in marketing tech, like AI, machine learning, and shopping bots, enable you to microsegment all the way down to a customer’s purchase and interest patterns to develop messaging that triggers powerful interest, creates deep engagement, and drives sales.

    Learn more about the tech you need, the strategies that win, and how to deliver the “you know me” satisfaction that keeps customers coming back for more when you join this VB Live event!

    Don’t miss out!

    You’ll learn:
    * Why broad segmentation is no longer enough
    * How shopping bots, AI + more enable one-to-one marketing
    * How psychographics, lifecycle data, and multi-channel behavior can build customer profiles
    * How engagement, experience and retention improve one-to-one marketing
    * The importance of not being creepy
    * The trends and future of hyper-personalization

    Speakers:
    * Cherie Yu, Head of Local Marketing, Lyft
    * Dr. Martin Prescher, CTO of AutoGravity
    * Stewart Rogers, Direct of Marketing Technology, VentureBeat
    * Rachael Brownell, Moderator, VentureBeat
  • Learn to be a Top-Gun Troubleshooter Through Simulation
    Learn to be a Top-Gun Troubleshooter Through Simulation Emel Firtina-Budak, Christoph Goldenstern, Kepner-Tregoe Recorded: Sep 21 2017 35 mins
    Before a pilot is given the keys to fly a passenger jet they spend many hours in a simulator preparing to avoid dire consequences. Troubleshooters in all walks of life prepare for real-life calamities by studying theory and working through case studies none of which replicate the pressure cooker they find themselves in when things have gone pear shaped.

    Kepner-Tregoe will be demonstrating a method that has answered our clients needs to hone troubleshooting skills in a safe to fail environment. One that simulates the pressure cooker of a real-live challenge complete with consequences and rewards for actions taken.

    •Prevent trial-and-error by narrowing down possible causes BEFORE taking action
    •Use only the critical pieces of the troubleshooting process appropriate to the situation
    •Learn to solve problems under pressure and restore operations safely and quickly
    •Cloud-based simulation that allows troubleshooting practice in a safe-to-fail environment
  • Actionable Insights on Customer Referrals: Takeaways from the benchmark report
    Actionable Insights on Customer Referrals: Takeaways from the benchmark report Trisha Winter, CMO, Amplifinity Recorded: Sep 21 2017 49 mins
    Join Trisha Winter, CMO of Amplifinity, as she shares the data from the analysis of all customer referral programs run on the Amplifinity referral platform and what the data means for those that want to get more high quality leads from their customers.

    Trisha will cover:
    > Details behind the data
    > Key findings from analysis
    > Lessons learned for marketers running customer referral programs
  • Don’t just move data. Learn how to ensure data quality, security, and governance
    Don’t just move data. Learn how to ensure data quality, security, and governance Anthony Smith, EMEA Head of Technology, JLL and Forbes Analyst Joe McKendrick, McKendrick Research Recorded: Sep 20 2017 48 mins
    The journey to cloud is an evolution not a revolution Data management issues get amplified in the cloud because of a complex landscape across cloud and on-premise applications. When you are moving data around, data security, data governance and data quality should be a top priority. Join Joe McKendrick from Forbes and Anthony Smith, Head of Technology Solutions at JLL to discover:
    •How to get the architecture right and understand what data goes to cloud and what stays on-premises, and what data management brings to the table around data quality, data security, and data governance.
    •Best practices on embracing both cloud and on-premises to scale flexibly and innovate faster to meet with accessible, secure and relevant data
    •How JLL is embracing both cloud and on-premise worlds for flexibility and faster development of best of breed solutions irrespective of where they are hosted. Hybrid is about digital innovations at JLL helping us scale flexibly and innovate faster to meet our customers’ needs with innovative solutions.
  • Bizagi Community Hang Out: Meet the Modeler Team
    Bizagi Community Hang Out: Meet the Modeler Team Bizagi Modeler Team Recorded: Sep 20 2017 41 mins
    Watch our very first Community Hang Out!

    What is a Bizagi Hang Out?

    A new dedicated online space for you to connect, share and exchange ideas with like-minded peers in the Bizagi Community.

    Why watch?

    Take your seat as we kick-off with all things Bizagi Modeler. Get your chance to hear directly from the team behind the product!
  • How to use context to create digital success
    How to use context to create digital success Paul Boag, Founding Partner, Boagworks Recorded: Sep 19 2017 57 mins
    Customizing the online experience users receive based on their context has become the holy grail of personalized marketing. But do we know as much about our users as we think we do or are we making assumptions? What knowledge can we realistically gather and what can we do with it? In this presentation, Paul Boag looks at context and how it can influence our digital products and services.

    By the end of this webinar you will:

    • Have a better understanding of the different context that impacts user behavior
    • Have a clear path to discovering more about the user's context
    • Know how to target users based on their context and what exactly is possible
    • Be aware of the dangers involved in making assumptions and know how to avoid them
  • How to Power Your Customer Experience with Data
    How to Power Your Customer Experience with Data Rafael Flores, Senior Product Manager at Treasure Data Oct 19 2017 5:00 pm UTC 45 mins
    Do you know what your top ten 'happy' customers look like? Would you like to find ten more just like them? Come learn how to leverage 1st & 3rd party data to map your customer journey and drive users down a path where every interaction is personalized, fun, & data-driven. No more detractors, power your Customer Experience with data!

    In this webinar you will learn:

    -When, why, and how to leverage 1st, 2nd, and 3rd party data
    -Tips & Tricks for marketers to become more data driven when launching their campaigns
    -Why all marketers needs a 360 degree customer view
  • Stop Wasting Their Time! 5 Ways to Ease Customer Frustration
    Stop Wasting Their Time! 5 Ways to Ease Customer Frustration Art Schoeller, Brendan Dykes, Megan Selva (moderator) Oct 19 2017 5:00 pm UTC 60 mins
    2017 Forrester research revealed that 73% of online consumers cite valuing their time as the most important thing a company can do to provide excellent service. And according to ICMI’s Brad Cleveland, prompt service is one of the top ten customer expectations. The problem? Outdated, disjointed processes and systems still prevent most contact centers from delivering a truly seamless experience, and the result is often low efficiency and high frustration.

    Are you looking for ways to reduce customer frustration? Join us for this complimentary webinar as we share five practical steps you can take to simplify the customer experience and drive ROI for the business.

    In this webinar you will learn:
    * How to train and empower agents to ease the customer experience
    * Why omnichannel service impacts the whole business, not just the contact center
    * How to enable better collaboration between the contact center and other departments
    * How the right technology can enable a better omnichannel experience for both agents and customers

    Join us for an interactive and informative hour, complete with audience Q&A.
  • How to Optimize Your Content for Funnel Conversion and Revenue Impact
    How to Optimize Your Content for Funnel Conversion and Revenue Impact Feng Hong, Senior Product Marketing Manager, Full Circle Insights Oct 19 2017 7:00 pm UTC 45 mins
    “How can I get smarter about my content creation? What topics and types really impact performance?” You work hard to generate and market the content you believe is valuable and educational for your audience. When it comes to B2B, a performance-driven marketer needs to go beyond wordsmithing and growth hacking, and enter the realm of analytics and insights.

    Join Feng Hong, a Senior Product Marketing Manager at Full Circle Insights with a background in performance analytics in B2B, as he discusses a step-by-step methodology for using content performance data in your CRM and marketing automation to guide content planning and creation.

    Learn how to:
    ·Categorize and cross-compare dimensions of content to optimize for performance
    ·Leverage Salesforce to understand content impact on your sales funnel KPIs
    ·Utilize attribution modeling to trace revenue contribution back to the content you generated
  • The Role of Taxonomy in Delivering Tech Docs to Chatbots and Voice Interfaces
    The Role of Taxonomy in Delivering Tech Docs to Chatbots and Voice Interfaces Seth Earley and Joe Gelb Oct 24 2017 3:00 pm UTC 60 mins
    As technology moves forward at a rapid clip, new content delivery channels are coming online. Technical communication professionals today are beginning to understand the impact of these changes on their profession. Providing content to chatbots, voice interfaces, and machine learning systems involves tech comm pros learning new skills like understanding customer journeys and crafting conversational content experiences with machine-ready content.

    Join me, Scott Abel, and my guests, information access expert, Seth Earley, Earley Information Science, and content delivery guru, Joe Gelb, Zoomin Software, for a discussion about the role taxonomy plays in helping organizations automate the process of content delivery and discovery. The duo will explore the need for machine-ready content—content that is optimized for automated delivery to consumers by computers. Discover the important role technical communicators can play in the creation of content that supports consumer demand for convenient access to relevant content when and where they need it.
  • First Impressions are Everything with the Employee Experience
    First Impressions are Everything with the Employee Experience Adam Mason, Tom Sweeney, Meghan Lockwood Oct 24 2017 5:00 pm UTC 60 mins
    Dealing with Employee Onboarding, Tracking, and Provisioning in the Digital Revolution - or Something Better...

    What if you could consumerize the Employee Service experience?

    Making onbaording a breeze for new employees, perhaps even increasing your employee satisfaction score? It's a no brainer right?

    There are a lot of platforms who promise they have the "right recipe" when it comes to HR delivery. Finding out the truth behind a platform can be just as scary as implementing one!

    That's why on Tuesday, October 24th, you should join Adam Mason, VP of Solutions and Innovation, and Tom Sweeney, Bussiness Process Consultant, of Acorio for our October webinar. They'll cover ServiceNow's new product, HR Service Delivery, and help you understand the platform's onboarding experience and what success it can bring to your company's future (and current) employees.

    Find out if your onboarding experience is working.
  • How to Embrace New Workplace Communication Technology
    How to Embrace New Workplace Communication Technology Simon Dudley, Director of Product Strategy, Logitech & Zane Carroll, Product Development Manager, Staples Business Advantage Oct 25 2017 6:00 pm UTC 60 mins
    Gain valuable insight from our expert speakers.
    Webinar topics include:
    Cross Company Platform Adoption
    -How IT Managers can make every department happy
    Change Management
    -How to deal and adapt when everything changes
    Multi- Communication Solutions
    Communication is Key
    -What to consider when looking at a new communication plan

    Presenter Information:
    Simon Dudley, Director of Product Strategy, Logitech

    Simon Dudley is Director of Product Strategy for Logitech’s Video Collaboration business. Dudley joined Logitech in August 2016. Prior to that, he operated Excession Events, where he consulted organizations on optimizing their use of video collaboration. Dudley also spent a number of years working in sales, marketing, and product management at companies like LifeSize and Polycom, which has given him a holistic view of the video conferencing market.

    Dudley is an expert in the design, implementation and use of visual collaboration tools. He is a sought-after speaker in the collaboration industry, a published author, and the recipient of two patents. A native of the United Kingdom, Dudley currently resides in Austin, Texas.

    Zane Carroll, Product Development Manager, Staples Business Advantage

    Zane Carroll leads the Product Development Office at Staples Technology Solutions. He is collegiately trained as an Audio engineer with a passion for all things technology and quality sound. Throughout his time at Staples, he has supported our Computing & Printing hardware, managed services, and supported the launch of many new product categories, including the tablet, mobility, and most recently Device as a Service offerings here at Staples.
  • What to Consider When Transitioning to SD-WAN
    What to Consider When Transitioning to SD-WAN David Klebanov, Director of Technical Marketing, Viptela Oct 26 2017 5:00 pm UTC 45 mins
    When considering a transition to SD-WAN, there are several important capabilities needed to suit an enterprise-grade network infrastructure. This webinar will cover critical SD-WAN features and how they translate to common deployment scenarios in different industries.

    These features include:
    - Overlay capability over MPLS, Broadband and LTE
    - Unified and centralized management of the infrastructure
    - Network segmentation with per-segment topologies
    - Predictable Application SLA with centralized policies and real-time traffic steering
    - Mature routing capabilities with BGP, OSPF, VRRP, and IGMP
    - Robust zero-trust WAN security
  • The Cognitive Business, where BPM and Intelligence Converge.
    The Cognitive Business, where BPM and Intelligence Converge. Frank Beyer, Business Process Consultant Oct 26 2017 5:00 pm UTC 45 mins
    Intelligence is the rocket fuel to all Process Automation projects, whether the task is low-level (RPA) or high-level complex processes. In this session, you will hear a holistic but pragmatic approach to implementing intelligence as part of a company’s digital transformation journey.

    Join this webinar to hear Frank Beyer and Bizagi as they discuss:

    - How to structure your approach to RPA and to higher-level process automation
    - Identifying processes that require a higher level of cognitive skills
    - How to digitize cognitive work such as analysis, synthesis and evaluation

    Who should attend: Digital Technology Leaders, Application Development Leaders, IT and Business Process Professionals
  • Utilizing Robotic Process Automation (RPA) for Digital Transformation
    Utilizing Robotic Process Automation (RPA) for Digital Transformation Alan Hester, President - Nividous Software Solutions Oct 26 2017 6:00 pm UTC 45 mins
    How does Robotic Process Automation (RPA) fit into the Digital Transformation roadmap? Join this webinar to understand how RPA can jumpstart your automation projects and to learn how it works seamlessly with BPM. These two complementary tools can show quick ROI to help turn the skeptics in your organization into believers.

    Register and join us for answers to questions such as:

    • What is the business case for RPA?
    • What types of processes/projects are the best fit for RPA?
    • How can you manage and monitor your RPA program as it scales?
    • How can you use RPA as a first step toward full adoption of BPM?
    • How can you achieve effective ROI from RPA?

    Who should attend: Digital Technology Leaders, Application Development Leaders, IT and Business Process Professionals.
  • How are AI and Machine Learning transforming the Customer Experience?
    How are AI and Machine Learning transforming the Customer Experience? Craig Le Clair - Principal Analyst - Forrester Research Oct 26 2017 7:00 pm UTC 45 mins
    Do you really know your customers? Today’s consumers expect nothing less than a highly personalized and contextualized experience but many organizations are not able to offer it. AI is the critical enabling technology, but how can you use it in practice, and where should you start?

    Join this webinar to hear Craig Le Clair of Forrester research explaining how to use applied cognitive intelligence to transform and redefine customer experiences.

    Join us for new expert insights on:

    - Why intelligence is the cornerstone of the customer experience
    - How contextualization can help improve customer experience
    - How AI is being used to augment, not replace human intelligence
    - Where applied cognitive intelligence is becoming the new normal

    Who should attend: Digital Technology Leaders, Application Development Leaders, IT and Business Process Professionals.
  • Automating Analytics With Artificial Intelligence
    Automating Analytics With Artificial Intelligence Pat Richards, Director of Big Data and Analytics, Intel and Mary Beth Ainsworth, AI and Language Analytics Strategist, SAS Nov 1 2017 5:00 pm UTC 60 mins
    Buzzwords can be daunting. Take artificial intelligence – everyone's talking about it, so you feel like if you're not using it to further your business goals, you're falling behind. The good news is the real action around AI is happening now through advancements in analytics – faster computing, more complex algorithms and intelligent analytical output. But, because computers don’t understand strategy, human integrity is needed to identify and implement your organization’s vision for embracing AI. In this webinar, join Intel and SAS for a discussion on what’s needed to enable AI and what industry use cases can support development of your strategy.
  • IT Disaster Planning: Preparing Your Data Center for the Next Major Storm
    IT Disaster Planning: Preparing Your Data Center for the Next Major Storm Chris Brown, CTO, Uptime Institute Nov 2 2017 4:00 pm UTC 60 mins
    In this webinar, Uptime Institute CTO Chris Brown, will cover facilities, IT preparation, communications, testing and more in relation to how to prepare your data center for the next major storm.

    Key topics will include:
    - Facilities preparation including developing a documented plan for emergency response & disaster preparedness
    - IT Preparation including identifying critical and non-critical systems and establishing EOPs
    - Designing systems for optimal resiliency, including network connectivity and hybrid/cloud architectures
    - Simulating outages to validate resiliency at the application and system level
  • Optimize Omnichannel Marketing with Analytics for Big Results
    Optimize Omnichannel Marketing with Analytics for Big Results Robin Way (Corios) and Noah Powers (SAS) Nov 2 2017 4:00 pm UTC 60 mins
    As a marketer, you're charged with delivering the right message to the right audience at the right time - without wasting budget. It's a tall order, but data and analytics have helped top companies achieve the optimal balance. Tune in to this webinar to hear Corios President Robin Way and SAS Principal Solutions Architect Noah Powers share optimization lessons from retail, hospitality and financial services that you can apply to your own business to boost your marketing ROI.
  • Future-Proofing Your Organization
    Future-Proofing Your Organization Jason O'Neill, Head Global Training Services; Paula Bruskiewitz, Director of Organizational Transformation, Kepner-Tregoe Nov 9 2017 4:00 pm UTC 45 mins
    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
  • Informatica Address Verification 5.12 – What’s New?
    Informatica Address Verification 5.12 – What’s New? Amarpal Sohi, Product Manager, Informatica Nov 9 2017 6:00 pm UTC 60 mins
    Only with relevant and actionable contact data, can you most effectively engage with your customers and prospects. Customer experience and engagements is a top focus across all industries, ensuring that communication about your products and services make it to their intended targets is essential. With the Autumn release of Address Verification 5.12, we extended the capabilities of the world’s leading solution for certified international address verification, improving decision-making confidence while facilitating speedy postal delivery worldwide.

    During this webinar, join Amarpal Sohi, Product Manager at Informatica, to learn about:

    •Enhancements to USA, UK and APAC address verification and data
    •Improvements to South Africa & Spanish address verification and data
    •Single line support for Argentina, Colombia and Mexico
    •Support for native Thai address verification
  • Centralizing Intelligence to Power Individualized Experiences
    Centralizing Intelligence to Power Individualized Experiences Liz Miller, CMO Council, Mark Swenson,Teradata and Peter Francis, T-Mobile Nov 9 2017 6:00 pm UTC 75 mins
    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
  • Compete on Analytics...without Hiring a Single Data Scientist
    Compete on Analytics...without Hiring a Single Data Scientist Sean Naismith, Head of Analytics Services at Enova Decisions & Jason Heil, Principal Advisory Consultant at ID Analytics Nov 9 2017 6:00 pm UTC 60 mins
    Digital transformation is everywhere. It's in the networks of consumer data that tell a story of who we are and how we behave. It's in the bank branch or insurance agency that moves and shifts towards providing financial products through an online customer experience. It's in the palm of our hands as we text, swipe, and tap our way to faster answers and instant gratification.

    Digital transformation is everywhere, and in order for businesses to benefit and stay competitive, they must join the advanced analytics game. Businesses will feel the biggest benefit and impact when they utilize big data, advanced analytics, artificial intelligence (AI), and digital decisioning technology to do the following:

    – Automate operational decisions in real time with confidence
    – Digitally transform their operations to not only impact business performance, but also, improve the customer experience
    – Compete on analytics without extra headcount or hiring of data scientists

    Through the power of data, machine learning, and digital decisioning technology, business users can quickly and accurately achieve the above business milestones — no data scientists required. From there the automation and digital transformation possibilities are limitless for creating a rich and seamless customer experience that will keep your business one step ahead of the competition.
  • Start as You Mean to Go On: The Key to Successful Sales Onboarding
    Start as You Mean to Go On: The Key to Successful Sales Onboarding Patrick Gunn, VP of International Sales - Qstream and Nick Hornsby, Group Services and Training Manager - Essilor Nov 14 2017 2:00 pm UTC 45 mins
    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
    · Compress time to value through a continuous sales enablement program that aligns onboarding to the customer journey
    · Implement a data-driven coaching model to remove guesswork in coaching and support reps in reaching and staying at peak productivity
  • Preparing Your Content for the Future: Bots, Machine Learning and AI
    Preparing Your Content for the Future: Bots, Machine Learning and AI Steffen Frederiksen, DitaExchange Nov 16 2017 4:00 pm UTC 60 mins
    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 me, Scott Abel, The Content Wrangler, and my 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.
  • Building Your Digital Contact Center Strategy in the Age of the Customer
    Building Your Digital Contact Center Strategy in the Age of the Customer Justin Robbins (moderator) Dec 7 2017 6:00 pm UTC 60 mins
    In this webinar, Justin Robbins will share recent research on the state of technology in contact centers, review key principles for migrating from the analog to digital contact center environment, and provide tips and advice on preparing your agents to thrive in this new environment. You’ll also hear from contact centers that have successfully made the transition—they’ll share how they did it, and they’ll share the lessons they learned along the way.

    Who should attend:
    * Contact/call center directors, managers, and supervisors

    What you will learn:
    * How to communicate the digital contact center’s value to your agents – including their role in customer service excellence
    * How to prepare agents to interact across multiple customer contact channels
    * How to make your transition a success, based on real examples and best practices from leading contact centers
  • Tracking and Controlling Technical Documentation Projects
    Tracking and Controlling Technical Documentation Projects Barry Saiff, Saiff Solutions Dec 14 2017 4:00 pm UTC 60 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 me, Scott Abel, The Content Wrangler, and my 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.