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    • Conversational Technologies - The New Breed of Customer Service Experience
      Conversational Technologies - The New Breed of Customer Service Experience Sheryl Kingstone, Research Director of Business Applications for Inbenta Recorded: Oct 9 2017 10:30 pm UTC 4 mins
    • We are witnessing a dramatic shift in the balance of power between organizations and their customers. Price and products are no longer enough, customers value experiences. Delivering a differentiated experience is necessity for survival. One of 451 Research’s To 10 customer experience trends is Conversational Experiences. We contend that chatbots hold great potential for transforming how organizations interact with customers and employees, but only if enabling a human-like interaction. Our data shows that 55% of survey respondents prefer self-service tools to avoid calling a customer service agent. This can equate to lower wait times and faster customer service

      This research video details the conversational tools that businesses are using to improve the way they interact with customers and nurture relationships across the customer journey.

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    • Conversational Technologies- The Catalyst For Customer Service Experience
      Conversational Technologies- The Catalyst For Customer Service Experience Sheryl Kingstone, 451 Research; Jordi Torras, Inbenta; & Phil Jennings, Ticketmaster Recorded: May 23 2017 5:00 pm UTC 56 mins
    • With 76% of customers preferring digital channels to communicate with businesses and roughly 40% choosing to chat with a business through SMS, social media or Facebook messenger, conversational technologies have forever changed the customer service experience. Learn first-hand from industry peers how smart chatbots are improving the way businesses converse with customers and nurture relationships across the customer journey.

      Join the 451 Group, Ticketmaster and Inbenta for this session to discover how:

      •Digital engagement will shift commerce and service from interactions to conversations [The 451 Group predicts that 80% of all customer interactions will eventually be contained in a self-service channel].

      •Customers want self-service options on their own terms, in their preferred channels, including SMS, web or mobile chat. [The 451 Group data shows 55% of survey respondents prefer self-serve tools to avoid calling a customer service agent]

      •How businesses like Ticketmaster leverage enterprise-class chatbots; key factors to include and what to avoid when launching a chatbot pilot [55% of companies employ self-service solutions; 26% say they plan to build a chatbot as part of their self-service strategy]

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    • Real-time Personalisation: The power of conversational content
      Real-time Personalisation: The power of conversational content Spencer Waldron, Regional Manager - Western Europe at Prezi, & Dallas Jessup, Content Marketing Manager at BrightTALK Recorded: Aug 18 2016 12:30 pm UTC 40 mins
    • Over 61% of B2B marketers leverage personalised content to better shape the experience (Cintell). Marketers spend an enormous amount of time, bandwidth, and finances to create various content segmented by persona, stage, or vertical to have the best influence. But when it comes to creating and delivering presentations, many marketers and salespeople are still taking a traditional approach: build a different presentation for each opportunity, memorise a script and deliver the same one-way, linear presentation, no matter who the audience is or what information they need.

      Enter conversational presenting, an emerging trend that allows you to customize your presentation in real-time to make the best connection for the most success. Prezi’s European Regional Manager, Spencer Waldron, and BrightTALK’s Senior Marketing Manager, Andrea Goodkind, will discuss some of the best tactics to evolve previously stale, one-sided presentations into personalised conversations. Topics may include:

      Channels to leverage before the presentation to give the audience what they want
      The questions you should always ask your audience in order to determine what will resonate with them the most
      Live tactics for real-time content personalisation while presenting

      Let us know if there’s anything else you’d like to know on this topic by tweeting us @Brighttalk using the hashtag #brighttalkprezi. See you there!

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    • How Brands Can Become Publishers Through Conversational Marketing
      How Brands Can Become Publishers Through Conversational Marketing Bob Barker, CMO, Occam Recorded: Mar 14 2012 11:00 am UTC 42 mins
    • With traditional publishers struggling and the rise of social media where "everyones a publisher", brands need to think about how they themselves become publishers in their field/market, of useful,engaging, personalised content delivered through social and online channels. This session describes the conversation marketing technology now becoming available to orchestrate and automate this process and how customers interaction with that content in turn ties back to provide insight and inform the more traditional marketing campaigns to the customer.

      Bob has been marketing in the technology industry for 25 years, working for brands such as Oracle, NCR and SAS. For the past 3 years, Bob has run the Corporate Marketing and Digital Engagement at Alterian and is now CMO of Occam, the market-leading provider of marketing management software.

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    • B2B video marketing: Turn your CRO into your BFF
      B2B video marketing: Turn your CRO into your BFF Michael Ballard,Sr Manager Digital Marketing, Lenovo Recorded: Aug 17 2017 5:00 pm UTC 62 mins
    • You better get good at conversational video marketing, fast—or you're going to be obsolete.

      Videos and photos get the most retweets. Last year, Facebook's video viewership doubled from 4 billion views per day to 8 billion views per day in seven months. Google owns YouTube, and coincidentally, rich media is a favorite of the search engine's algorithms.

      Conversational videos drive traffic, boost engagement, and serve up information better than any other medium. They promote trust in your brand and your products. They're eminently shareable, potentially viral, and taking over the internet: 74 percent of all Internet traffic in 2017 will be video.

      Step up and stand out in every step of the sales funnel with conversational video marketing when you join our latest interactive VB Live event.

      By watching this webinar, you'll:
      * Optimize your audience takeaways for video content
      * Get tips from the savviest sales and marketing people on their video content strategy
      * Focus your energy on the right distribution channels for your adverts
      * Personalize video content to lock in the close

      Speakers:
      * Michael Ballard,Sr Manager Digital Marketing, Lenovo
      * Todd Hartley, CEO, Wirebuzz
      * Stewart Rogers, Director of Marketing Technology, VentureBeat

      This VB Live event sponsored by Vidyard

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    • 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 Upcoming: 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.

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    • Character in TTS
      Character in TTS Rasmus Dall, TTS Researcher at Jibo, Inc. Recorded: May 18 2017 3:00 pm UTC 17 mins
    • Text to speech synthesis systems today sound very realistic, with very few artifacts and minimal signal distortion, however with little expressivity or character. While systems are certainly capable of producing a wide range of emotions and speaking styles, enabling rich character driven experiences, these are seldom, bordering to never, used in commercial applications due to one simple problem. They require human manual design.

      I will not propose a solution to this, but rather aim to state where the field currently is, and make a case for a more concerted effort into automating the use of human conversational elements in speech going beyond simply reconstructing the original signal as faithfully as possible.

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    • Taking the Service Desk to the Next Level: An Opportunity for IT Pros!
      Taking the Service Desk to the Next Level: An Opportunity for IT Pros! Vincent Geffray, Roy Atkinson (moderator) Upcoming: Nov 14 2017 6:00 pm UTC 60 mins
    • As our industry transforms and matures, last century standards for cross-team communication become less and less efficient. And in today’s digital world, the tiniest technical glitch can have huge consequences—requiring swift and flawless communication. Whether it’s a datacenter outage, a cyber-attack, an application failure, or a manmade issue, they’re all critical events which support centers need to identify, categorize, and help coordinate cross-functional teams for timely restoration.

      Today, there’s an area where the role of the service desk continues to become more and more strategic when it comes to communication: Critical event management. So when IT hits the fan, will you be prepared to manage critical events? Are you using the right tools? Are you meeting your SLAs and complying with regulations?

      In this conversational webinar, HDI’s Roy Atkinson and Everbridge’s Vincent Geffray explore the challenges faced by modern team structures when it comes to interrupted or complex coordination during unexpected IT downtime events.

      What you’ll learn:
      * The challenges around communication, collaboration, and coordination
      * Why not all incidents are equally important
      * Why the “one size fits all” support model no longer works
      * Solutions, ideas, and takeaways for critical event management

      Who should attend:
      * Support center managers and directors responsible for communications
      * Telecom administrators looking for solutions for rapid communications
      * Service management professionals responsible for business continuity and/or disaster recovery
      * Incident managers
      * Any organization contemplating the adoption of a #DevOps culture
      * IT executives concerned about quality of IT services, response team performance, MTTR
      * Performance managers and auditors

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    • Roundtable: IVR and Self-service
      Roundtable: IVR and Self-service John Forrester, CMO, Inbenta Recorded: May 9 2017 4:45 pm UTC 60 mins
    • Much like any other technology, IVRs have evolved significantly. Originally serving primarily as a voice routing engine, IVRs are now taking center stage in the digital customer experience. Additionally, chat remains the number one way customers want to talk to brands and they often want to talk when customer service teams are offline.

      In this webinar you'll hear the following:

      -- Inbenta will discuss an Aberdeen Group report; 55% of companies employ self-service solutions and 26% say they plan to build a chatbot as part of their self-service strategy. Learn how to leverage chatbots and hear how companies are deploying enterprise-class chatbots to generate customer satisfaction and business success. 

      -- Jacada will discuss how IVRs have evolved, and what the IVR of the future can, should, and MUST do to stay relevant. We will discuss topics such as Visual IVR and Conversational Commerce and address YOUR questions.

      -- Through current use cases, Inference Solutions will take you through how to get the most out of your IVR and valued added call handling self-service solutions.

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    • The Fifth Element: How Structured Content Makes Chatbots Helpful
      The Fifth Element: How Structured Content Makes Chatbots Helpful Alex Masycheff, CEO of Intuillion Recorded: Aug 9 2017 3:00 pm UTC 61 mins
    • Just a few years ago, providing context-sensitive software product documentation was a goal for many technical communication teams. The aim was to provide contextually relevant—and helpful—content based on a customer's location in a software product. By breaking large technical documents into smaller pieces, these forward-thinking companies were able to make discrete chunks of content available in the product interface; no need for customers to go looking for assistance in a user manual or online help portal.

      Today, contextually relevant content is expected by digitally-savvy consumers. The definition of context has broadened to include many additional factors (user profile data, geographic location, product model, version number, preferred language, time zone, previous interaction history, and the capabilities of the device used to consume the content). Providing contextually-relevant content today is no trivial matter. It's challenging, especially for teams that have not adopted advanced information development management practices, e-methods, and tools.

      Join me, Scott Abel, The Content Wrangler, for a free, one-hour webinar with structured content expert, Alex Masycheff, co-founder and CEO of Intuillion Ltd. We'll discuss how emerging delivery technologies can leverage structured technical content to deliver contextually relevant content via conversational user interfaces like chatbots. We'll delve into how chatbots can be used to provide improved context-sensitive assistance and we'll demystify the five elements that make chatbots a valuable addition to our customer experience arsenal. Attendees will learn when chatbots bring the greatest value; what makes a chatbot helpful; and, why structured content is critical to chatbot project success.

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    • Privilege: Shifting Sands, Protecting Information in Cross-Border Investigations
      Privilege: Shifting Sands, Protecting Information in Cross-Border Investigations Matt Axelrod (Partner, D.C.) Satindar Dogra (Partner, London) and Adam Lurie (Partner, D.C.), Linklaters LLP Recorded: May 3 2017 3:00 pm UTC 61 mins
    • With cross-border enforcement on the rise, companies must consider what information, if any, to provide to various regulators. But that’s only the start of the challenge. Having decided to provide information, companies must carefully consider how to protect their privileged and otherwise protected information, including information subject to data protection law.

      This GIR Live webinar will break down these challenges as well as looking at various strategies that companies can take to protect that which is privileged or protected when interacting with regulators around the world.

      In the GIR Live style, the webinar will aim to be highly conversational and will include time for a question and answer session with the presenters.

      Issues to be addressed include:
      •How to protect privilege and data privacy during an internal investigation in response to a regulator.
      •How to interact with regulators while preserving privilege and data protection rules.
      • How do legal privileges and data privacy protections vary between key jurisdictions?
      •How does increasing cross-jurisdictional cooperation between regulators impact these considerations?
      •What recent developments should practitioners should be aware of?

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    • GDPR vs Trump vs Brexit vs Privacy Shield – how can you protect your data?
      GDPR vs Trump vs Brexit vs Privacy Shield – how can you protect your data? FRA’s co-founders; Toby Duthie, Frances McLeod and Greg Mason Recorded: Jun 7 2017 2:30 pm UTC 61 mins
    • With Safe Harbor being invalidated and EU-US Privacy Shield and Swiss-US Privacy Shield yet to be tested, UK data privacy post Brexit an unknown, the General Data Protection Regulation coming into effect throughout the EU next year, and the Trump administration potentially poised to ride roughshod over EU surveillance concerns– the uncertainty surrounding the current regulatory environment will inevitably add complexity to the issue of data transfers, especially in the context of international investigations and disputes – and, by extension eDiscovery.

      As regulatory investigations and related processes frequently span several years, strategic decisions made today around data transfers will have important ramifications down the line.

      Do you know where your/your client’s data currently is hosted and if it is being held in accordance with the various and, at times, conflicting data privacy laws? If the answer is 'no', significant reputation and even financial implications could ensue.

      This GIR Live webinar will break down the current data protection laws and set out some considerations and practical guidelines to minimize risk exposure for companies and professional services firms dealing with cross-border investigations and litigation.

      In the GIR Live style, the webinar will aim to be highly conversational and will include time for a question and answer session with the presenters.

      Issues to be addressed include:

      • Data privacy and adequate protection
      • What you can do now to remain compliant
      • How to manage conflicts of law in a global investigation with practical tips from real life case studies

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    • Mobile commerce + AI: Not just a nice-to-have
      Mobile commerce + AI: Not just a nice-to-have Stewart Rogers, Director of Marketing Technology, VentureBeat Recorded: May 9 2017 5:00 pm UTC 61 mins
    • AI ain't a maybe anymore. New payments and mobile commerce conversion strategies are erupting, all in the wake of the impact that AI and bots are having. More than 2.5 billion people worldwide use instant messaging services, and you need to be where your customers are – it's where AI and commerce meet.

      Indeed, messaging platforms are revving up to let businesses dive face-first into the buffet of expanded commerce opportunities, letting businesses leverage customized communications like receipts, shipping notifications, and even direct conversations with customer service.

      In this interactive VB Live event, we'll dive deep into the latest Bot Insight consumer study to show you why you need to get on board, and take you on a deep dive into how to take a running start, with full C-suite support.

      Don't miss out!

      In this webinar you'll:
      * Dive into the current AI landscape, from free tools to enterprise-class options
      * Learn how conversational UI and AI will transform your mobile commerce
      * Understand which new platforms are right for your own commerce strategy
      * Get the key points to convince your CEO and CFO to put these master class tools in your hands

      Speakers:
      * Stewart Rogers, Director of Marketing Technology, VentureBeat
      * Jonathan Jarvis, CEO, Token
      * Wendy Schuchart, Moderator, VentureBeat

      Read more >