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  • How to Hire for Culture Fit
    How to Hire for Culture Fit Jeff Toister, Erica Strother (Moderator) Jan 18 2018 6:00 pm UTC 60 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.
  • 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 Jan 23 2018 7:00 pm UTC 45 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.
  • 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 Jan 24 2018 6:00 pm UTC 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 Jan 24 2018 6:00 pm UTC 60 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
  • Smarter Payments Through Digital Decisioning
    Smarter Payments Through Digital Decisioning Joe DeCosmo, CAO, Enova International Jan 24 2018 7:00 pm UTC 45 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?
  • 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 Jan 30 2018 4:00 pm UTC 60 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.
  • 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 Jan 30 2018 6:00 pm UTC 60 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.
  • Surfing the Waves of Marketing Change in 2018
    Surfing the Waves of Marketing Change in 2018 Matt Dimond, Consultant at BlueVenn Jan 31 2018 3:00 pm UTC 45 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
  • How to leverage location data to revolutionize customer engagement
    How to leverage location data to revolutionize customer engagement Prince Nasr Harfouche, Principal, Deloitte Consulting LLP Feb 6 2018 6:00 pm UTC 60 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, Deloitte was able to actively engage fans in an interactive touchscreen experience at a large-scale sporting event. These enhanced insights into the fan experience included 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
    * Prince Nasr Harfouche, Principal, Deloitte Consulting LLP
    * Stewart Rogers, Analyst at Large, VentureBeat (Moderator)

    Sponsored by Skyhook
  • WFM Techniques for Controlling Costs & Improving Productivity
    WFM Techniques for Controlling Costs & Improving Productivity Paul Chance, Sr. Product Marketing Manager, NICE; Justin Robbins, Advisor, ICMI; Erica Marois, ICMI Community (Moderator) Feb 8 2018 6:00 pm UTC 60 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
  • LIVE Why Agility Dictates the Success or Failure of Digital Transformation
    LIVE 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
  • LIVE: Agility vs Regulatory Compliance: Why You Need Both
    LIVE: Agility vs Regulatory Compliance: Why You Need Both Marrianne Stouten, Marco Van Pijkeren Feb 20 2018 8:00 pm UTC 45 mins
    or 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.
  • Live: How Digital Process Automation Enables Business Model Agility
    Live: How Digital Process Automation Enables Business Model 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 of 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.
  • Drive Down PeopleSoft Support Costs While Optimizing Your PeopleSoft Environment
    Drive Down PeopleSoft Support Costs While Optimizing Your PeopleSoft Environment Bob Moeller, Managing Director, Poplesoft Practice, NTT Data Services Feb 21 2018 7:00 pm UTC 60 mins
    PeopleSoft financials, HCM, and Campus solutions can transform your institution into a high-performing global campus. But PeopleSoft support costs can add up quickly.

    NTT DATA can help optimize your PeopleSoft environment while saving up to 30% on support. 

    Join us as our experts discuss strategies for providing cost-effective solutions for database, functional, and technical support to meet your campus deamnds

    You'll leave this webinar with a clear understanding of:
    • How to overcome your PeopleSoft system performance challenges
    • How to ensure your PeopleSoft environment is secure, flexible, and running at peak performance
    • How an optimized PeopleSoft environment helps drive down support costs
  • 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
    * Michael Healey, President, Yeoman Technology Group
    * Stewart Rogers, Analyst-at-Large, VentureBeat
    * Rachael Brownell, Moderator, VentureBeat