2015 North American iPaaS Contact Centers Price/Performance Value Leadership AwardRead more >
According to Forrester Research, Exceptional Customer Service in 2016 demands customer obsession.
Unfortunately, most High Tech companies approach customer service management backwards today – starting with reactive, ticket-oriented Customer Service Management (CSM) systems rather than comprehensive, interconnected data management.
There’s a better way! Join Acorio’s Director of Product & Innovation, Adam Mason, as he leads an expert panel to demystify CSM and breaks down the right way to approach your ServiceNow CSM technology.
- Make the your CSM process as high tech as your products, and save money as a result
- Get a few quick tweaks to improve CSAT scores
- Learn how other high tech peers approach customer support
Join the best in the ServiceNow business as our experts show you how to make your CSM process a simple, well-oiled machine.
Today, modern, Customer Support teams use thoughtful, intuitive technology to solve customer issues at light speed. In some cases, they have even transformed from a cost center to a juiced up revenue producer.
In our March Lunch and Learn our Customer Service experts will show how to do just that, with real-world examples from companies winning Customer Service right now, and a live demo.
How does an established data center-centric organization with high trust and security needs move to the public cloud? How does a waterfall-model-oriented organization make such a move in a timely fashion so as to not be left behind by its competition? What does governance look like for such an organization's use of the public cloud? What can these organizations avoid doing wrong?
These questions are answered by using the fundamentals of Agile methodologies: prioritization by highest value and risk; technical excellence; and continuous delivery of valuable products as seen through the lense of security principles. Those principles include least privilege, separation of duties, data protection, and visibility to examine and provide solutions for the trust, security and governance needs of cloud-new adopting organizations.
Telecom providers and mobile application developers rely on mobile experience and usage data to drive investment decisions and improve service. But a lack of statistically significant and useful data, coupled with a limited ability to visualize and make sense of large datasets, has made it impossible to make informed, timely decisions.
Tutela and MapD have partnered to provide an industry leading data solution for the mobile industry. Their solution combines billions of rows of crowdsourced data from Tutela with MapD’s GPU-powered data visualization and analytics platform.
Attend this webinar to learn how telecoms and other mobile companies can:
Leverage Tutela’s massive crowdsourced dataset with MapD’s real-time analytics platform to quickly spot trends, problems and opportunities to improve networks.
Rapidly investigate competitors’ network performance and subscriber behaviour, from country to street-level detail.
Access an unparalleled repository of mobile network quality data, including mobile network, device and application usage, market penetration and performance.
Tutela is the world’s largest mobile data crowdsourcing company. Its software is installed on over 200 million devices and collects over 1 billion data points per day.
MapD’s open source analytics and visualization platform leverages the parallel processing power of GPUs to query billions of rows of data in milliseconds, enabling businesses to gather insights from massive datasets.
Try the demo here: https://www.tutela.com/explorer/
Adam Mason, one of Acorio's Vice Presidents, will walk you through Customer Service Management business challenges - All you need to do is enjoy your pizza!
Additionally, within this webinar, we will showcase a demo of ServiceNow’s unique power to address these challenges.
- The Problem: Getting Customer Service Wrong is Expensive
- Here's What you can Achieve Doing it Right
- Deadly Sins of Customer Servie Management
- Not Contextual
- Major Benefits
- What do we mean by Light Speed?
- The Next Level: Mining Customer Support to Drive Revenue (Account Insight, Upsell Cross Sell, New Products and Upgrades)
Do you think disintegrated teams and tools are delaying your delivery timeline and causes business slow down? Then, you should definitely learn about Microsoft Team Foundation Server (TFS), an integrated suite of developer tools that simplifies enterprise ALM.
Aspire Systems, a Microsoft Gold DevOps and Application Development partner, has helped many enterprises implement and integrate TFS in their environment, and leverage its benefits. As a trusted partner for enterprises and ISVs, we are hosting a webinar to help businesses understand how TFS can unite people, processes and products to improve product delivery and accelerate productivity.
Join Acorio CEO, Ellen Daley, 3CLogic's CTO, Vikas Nehru, and ServiceNow's Senior Director of Business Strategy, Nitin Badjatia, for this panel discussion about Customer Service in the real world & what most companies are getting wrong.
While we know that customer service is a critical defining characteristic, executing effective Customer Service somehow falls flat in the real world. The challenge is that delighting customers means more than just responding quickly to requests and issues from them – it means ensuring the all functions are involved and present in helping customers. This is a paradigm shift of the last 2 decades of Customer Service which set to prioritize response over resolution.
Join a panel of executives from ServiceNow, 3C Logic, and Acorio as they explore the challenges facing customers and executives alike, and explore the transformative results customers in the real world have driven using the power of the ServiceNow CSM platform.
Join us for our November Lunch and Learn. Today, modern, Customer Support teams use thoughtful, intuitive technology to solve customer issues at light speed. In some cases, they have even transformed from a cost center to a juiced up revenue producer.
Our Customer Service experts will show how to do just that, with real-world examples from companies winning Customer Service right now, and a live demo.
How Not to Fail at Your ServiceNow Implementation. Get the answers you need to the tough questions about ServiceNow, then actually get started.Read more >
Retaining and growing clients is far more cost-effective than acquiring new clients, but what is the key to client success? To answer this question, many organizations are exploring and implementing the shift from account management to customer success.
Join Rebecca Savage, who successfully transitioned her account management team to customer success, to learn how to:
- Differentiate customer success from account management
- Build a team of CSMs with those that have account management and delivery backgrounds
- Structure the team and set goals and metrics
- Implement and actualize the change
- Use the new structure to deliver success to clients
In this 30-minute webinar, learn how to (O)rganize, (M)easure, and (G)enerously Compensate your customer success managers. Omer Gotlieb, Totango’s Chief Customer Officer, will share 4 metrics that align managers and team members with clear priorities, incentives and compensation.Read more >
Customer success isn't just about a title, department, or jumping into an account manager role. It is a lifestyle. It should flow through the veins, and ooze out every pore. From the external, it appears that it comes from jumping on top of tasks and engaging with customers, but true CSM's feed their entire lives not just into their assigned customers or company customers, but every customer that they have an interaction with. This includes walking into Starbucks and holding the door open for that person behind you, or picking up the paper towels on the floor in the bathroom. Demonstrating that customer success can happen everywhere you go. It can go unappreciated, but this is also where it can catch on. Your co-workers, potential customers, and perhaps even the occasional current customer are watching. The mentality of being there to serve others is a culture shift which can catch people off guard and see the difference as to why they selected you as their vendor. So the next time you visit Starbucks, don't just walk in, but hold the door and give that person a huge high five!Read more >
With the ServiceNow’s new Kingston release, fans will not only get new functionality for a richer user experience but enjoy important strides in perhaps the most anticipated areas area of the day: machine learning and automation.Every release brings us more expansion across the ServiceNow Platform, and Kingston is no exception, adding new features and functionality including advances in the ServiceNow Platform, CSM, HR Service Delivery, ITOM, ITBM, Performance Analytics, Security Operations, GRC, and, of course, IT Service Management (including Software Asset Management). Taken in context, these new capabilities make a strong case that ServiceNow is setting itself up to act as the technology backbone for modern organizations (so keep an eye out for future platform plays!).Read more >
Video - ServiceAide and CSMRead more >
In this fast paced session Aaron Browning will reveal the top benefits of automating your sales playbooks for your SDRs, ADRs, AEs and CSMs. Sales playbooks, or cadences, act as a strategy to increase sales productivity, win rates, deal size, and shorten new reps training times and sales cycles.Read more >
2014's Customer Success Summit was a huge success. See what you missed in this highlight video. Make sure you join next year's industry leading customer success event. Visit customersuccesssummit.com to learn more and see all of the presentations by thought leaders and fellow practitioners.Read more >
How prepared are organisations for SCT Inst and what are their reasons for participating, delaying – or even ignoring this initiative?
In this special InstaPay webinar, you will hear from three very different perspectives - the view of a leading CSM, EBA Clearing, the view from a bank participating in SCT Inst, Caixabank, and from a practitioner committed to helping organisations adopt the scheme; Icon Solutions.
Join this webinar to hear our experts share recent InstaPay SCT Inst survey findings and discuss:
- Why are leading banks planning to join SCT Inst?
- Who will be the winners and losers of the SCT Inst service?
- How quick will the rate of adoption be across Europe?
- What are the routes to connecting to SCT Inst?
- What can we learn from the experience of others?
- What impact may the ECB TIPS announcements have?