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    • Addressing Manufacturing Business Challenges with Total Customer Centricity
      Addressing Manufacturing Business Challenges with Total Customer Centricity Suresh Babu Balasubramanian, Consulting Partner, Wipro & Hamaad Chippa, Director of Manufacturing & Retail, Informatica Recorded: Oct 26 2016 4:00 pm UTC 48 mins
    • Industry analysts believe that “eighty-nine percent of companies plan to compete primarily on the basis of the customer experience.” To fulfill this vision in the manufacturing industry, the role of master data management (MDM) has been strategically evolving. Now, in addition to traditional uses, MDM is helping manufacturers tackle an array of business challenges like cross-sell and upsell, vendor management, or targeted marketing campaigns. Early adopters have seen significant business advantages by using MDM to build a 360-degree view of customers across products, regions and lines of business. In fact, with a next-generation view of customers and the products they own, one $60 billion manufacturing company improved cross-sell and upsell success by five percent.

      In this webinar, Suresh Babu Balasubramanian from Wipro and Hamaad Chippa of Informatica will discuss how great customer data can help tackle some of the major strategic and operational business challenges manufacturers face. Our conversation will focus on:

      • Industry trends impacting the customer experience and need for a 360-degree view of customers
      • An overview of key Total Customer Centricity solution capabilities and value-add
      • Business benefits of improved customer information
      • A customer success story

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    • Customer Centricity Best Practices
      Customer Centricity Best Practices Kay Jackson, Associate / Founder, ResponseLearning Corporation Recorded: Sep 9 2013 3:45 pm UTC 24 mins
    • What can your call center do each and every day to ensure a great customer experience? Listen to this session to learn how best-practice companies create great customer contact organizations. Best practice companies teach us to be wise in how we solicit, listen, and respond to customer feedback. They demonstrate practical ways we can create the customer-preferred and fiscally-responsible experience for each and every customer contact regardless of channel (phone, email, web, chat). Each decision whether about technology, measurements, service level, employee reward or recognition requires us to shift our perspective from a product centric approach to one of viewing each interaction from the customer’s point of view.

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    • Making the Shift to Customer Centricity
      Making the Shift to Customer Centricity Jill Speirs, ACS Business Solutions Recorded: Oct 24 2013 4:00 pm UTC 32 mins
    • Achieving customer centricity enables you to reap the benefits of increased customer loyalty, customer satisfaction, marketing ROI, and revenue; it is a powerful way to differentiate your business in today’s market.

      Join us for a live webcast, presented by Jill Speirs of ACS Business Solutions and James Marzola of Business & Decision, and learn first-hand how companies like Baxter Credit Union, Just Energy, La Capitale, and AXA have transformed their operations through optimization of people, processes, data, and technology to become more customer-centric.

      Sharing insights gained from her 20+ years of experience as VP of Sears Canada and ING Direct, as well as CRM Leader with Royal Bank, Jill will guide viewers through the proven steps needed to turn your company’s focus to being customer-centric:

      • Setting strategic direction
      • Building a business case for change
      • Transforming business processes for rapid ROI
      • Leveraging technology

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    • Is co-creation the key to customer-centricity?
      Is co-creation the key to customer-centricity? Dominic Tyer Recorded: Dec 4 2014 2:00 pm UTC 59 mins
    • As pharma grapples with the need to become more doctor- and patient-centric, can co-creation help it better engage and connect with its audience by redefining industry relationships with physicians and improve patient care?

      On 4 December, when M3 and their partners at Abundance, in association with PMGroup, will look at what co-creation could mean for pharma and bring to life what it could produced.

      They will demonstrate how they have put this approach into practice to enhance and improve product development and marketing for brands like Doctors.net.uk, the BBC and NSPCC.

      The presentations will be followed by a Q&A session for viewers to find out more about how co-creation works and how it could benefit their business.

      Register for the webinar now - either to watch it live on the day or for access to a recorded version.

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    • Developing a ‘Customer Strategy’ to FIND, WIN and KEEP your Customers!
      Developing a ‘Customer Strategy’ to FIND, WIN and KEEP your Customers! Ian Golding, CCXP Recorded: Feb 16 2017 10:00 am UTC 41 mins
    • ‘So tell me – what is our strategy to KEEP the customers we WIN?’ Now that is a question. Intuitively, it sounds so obvious, but when you lift up the ‘bonnet’ or ‘hood’ of the workings of most companies, understanding how to KEEP customers is not always very clear.

      As both a customer and an employee, I have been exposed to businesses who have quite clearly never thought about it. I have always found it a sense of frustration when a business offers better deals and incentives to WINNING new customers than they do to KEEPING their loyal, long standing customers. Call it what you will, but it smacks of ‘taking customers for granted to me’ – or a clear sign of having no defined strategy to KEEP customers.

      In this webinar you will learn about the following:

      1. What Customer Experience (CX) actually is and the difference is between Customer Service, CX and Customer Centricity
      2. Why businesses have lost sight of their true purpose and are failing their customers and employees
      3. Why business strategy is a balance of what the business wants AND what the customer wants
      4. How to create a clear customer focused strategy
      5. The importance of measuring the success of your strategy through the Customer Journey

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    • First Niagara Financial Group Invests in Customer Experience with Customer360
      First Niagara Financial Group Invests in Customer Experience with Customer360 Jeff Semonovich, First Niagara Financial Group, Satish Puskoor, Deloitte Consulting LLP & Jakki Geiger, Informatica Recorded: Jul 16 2015 4:00 pm UTC 61 mins
    • To help drive incremental revenue and long-term value for its shareholders, First Niagara made a commitment to compete on customer experience and product innovation. By creating a customer-centric culture, the bank is empowering all of its team members to be even more responsive to customers’ individual needs across lines of business, channels and touch points.

      Join us for a webinar to hear how Jeff Semonovich, SVP & Managing Director of Enterprise Services at First Niagara, is leading the effort to implement a Customer360 platform to help improve customer service and increase cross sell revenue. He will explain how the bank is rethinking the way it manages and internally shares customer data to be more agile, to innovate faster, and to future-proof the bank’s customer-centricity strategy.

      Find out how First Niagara is using the Informatica Total Customer Relationship solution to bring together business-critical customer data from multiple siloed applications, clean and enrich it, merge duplicates, and manage household, business and influencer network relationships. Then, fuel their analytics and operational applications so employees are empowered to execute the bank’s customer-centric strategy.

      During this webinar, Jeff Semonovich from First Niagara, Satish Puskoor, Specialist Leader in Information Management from Deloitte, and Jakki Geiger, Senior Director, Solutions Marketing in Information Quality Solutions from Informatica, will:

      • Discuss barriers to seeing a total customer relationship view across products and channels
      • Explain how First Niagara is shifting from a product-centric to a customer-centric view
      • Share the business benefits First Niagara expects to achieve
      • Reveal the lessons First Niagara has learned from this experience
      • Answer your customer data management questions in the live Q&A

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    • The Real Customer Journey
      The Real Customer Journey Jamie LaRose, Wells Fargo, and Jennifer Noonan, Infor Recorded: Sep 30 2014 5:00 pm UTC 48 mins
    • Today’s customer journey does not start and stop at the known touch points of marketing engagement. From word of mouth on social media to the actual last-mile delivery of the product, customers expect that the brands they trust and invest in will be there every step of the way. Yet marketers admit that they have not been highly effective at mapping the totality of the customer experience. According to a report from the CMO Council, some 41 percent of marketers admit they do not have a comprehensive view of customer experience across all customer touchpoints. This begs the question: Have we not tried to map the journey, or are our systems so disconnected and siloed that we can only map what we ourselves create?

      Join the CMO Council as we delve into where and how industry leaders are taking a broad view of the customer experience and journey, as well as how this view and process have impacted the bottom line. How are campaigns managed differently when insights into supply chain are available? Who are the key stakeholders, and how are they aligned to ensure the customer experience is managed from the first conversation through to re-order and advocacy? How are marketing leaders orchestrating this view of the customer journey, and how is that strategy embraced cross-functionally and supported technologically?

      This one-hour interactive webcast will explore the customer journey from the mindset of truly customer-centric organizations, including the critical steps and strategies marketers must take in order to turn customer centricity from catchphrase into profit.

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    • Informatica, Cognizant & Financial Services Customers panel discussion with IDC
      Informatica, Cognizant & Financial Services Customers panel discussion with IDC IDC Informatica Cognizant Ikano Bank Recorded: Sep 15 2015 9:00 am UTC 60 mins
    • Join Informatica, Cognizant and Ikano Bank for a panel discussion on IDC’s latest sponsored European Banking and Insurance research.

      Register now for an advance complimentary copy of the IDC Financial Insights white paper titled:

      Customer-Centric Financial Services: Balancing Digital Transformation and Data Governance

      Join us on 15th September 2015, 10-11am BST and

      • Hear from IDC on the latest Financial Services trends and insights from leading Banking and Insurance companies across Europe

      • Understand the challenges faced in driving growth, and the importance of becoming more customer centric whilst adhering to regulatory compliance and data governance

      Join the debate as Andrei Charniauski Head of Financial insights at IDC chairs the discussion with Ikano Bank, Informatica and Cognizant and asks the key questions including:

      Q. Do you see data governance as an opportunity to transform organizations uses data?

      Q. How important is Customer Centricity to your organization and what does it take to become Customer Centric?

      Q. How can investments in data governance (people, process, and technology) be leveraged to benefit the data needs of Financial Services organizations to help them become more customer centric?

      Register today to participate in this engaging discussion.


      Andrei Charniauski
      Head of Europe, IDC Financial Insights

      Tim Richter
      Head of Data Management, Ikano Bank

      Greg Hanson
      VP Business Operations EMEA, Informatica

      Nejde Manuelian
      Enterprise Information Management, Banking and Financial Services Lead UK, Cognizant

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    • Optimizing Value and Identifying The Most Profitable Customer
      Optimizing Value and Identifying The Most Profitable Customer Alicia Dietsch, AT&T; Patrick Surry, Pitney Bowes Software; Liz Miller, CMO Council Recorded: Mar 7 2012 7:00 pm UTC 62 mins
    • The level of choice and options – from pricing plans to the devices themselves – have added layer upon layer of complexity for today’s communications service providers. From new market entries threatening to lure market share away with the promise of unlimited data, robust infrastructure and advanced technologies, CSPs must look at how their total customer experience – from acquisition through to continued and sustained retention – is achieved.

      The days of operating under a belief that the product is at the center of marketing efforts has been eliminated. Instead, a mandate for true customer centricity – where data, insights and a deep, real understanding of the customer and that customer’s impact on the business is a requirement.

      The CMO Council will be investigating this evolution in the CSP space through a series of webinars designed to dissect unique areas of the overall customer experience. In our first installment, we will look at the shifting requirements of developing more targeted and relevant retention marketing strategies while advancing the customer experience. Some of the key issues our speakers will focus on include:

      - Customer-centricity: Institutionalizing this in the corporate culture and DNA
      - "Surgical" segmentation – identifying which customers may be hurting the business
      - Customer relationship marketing strategies to reduce burn and minimize churn
      - How AT&T is profiling customers to determine the most profitable route to engagement

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    • Rethinking Centricity: Moving Past Products and Focusing on Engagement
      Rethinking Centricity: Moving Past Products and Focusing on Engagement Shaun Randall (Rogers Communications), Ben Salmon (Pitney Bowes), and Liz Miller (CMO Council) Recorded: Apr 25 2012 6:00 pm UTC 62 mins
    • Given the heightened expectations from customers for flawless experiences, and the heightened expectations from management to optimize revenues, marketers are being challenged to enhance the overall customer experience by moving away from the traditional product-centric marketing model. Customer-centricity has become the new mantra for marketers looking to leverage the deep insights and intelligence that can be mined from customer data. The challenge is how to shift from looking at campaigns and instead looking at customer dialogs and engagements.

      Focusing on the customer and harnessing analytics to fuel initiatives that retain and acquire customers, C-level marketers are earning a place in the board-level bottom line conversation. In addition, true collaboration between sales, marketing and customer service departments can pave the way for a customer experience that truly caters to the customer.

      The third in an ongoing dialog, this webinar will explore how data, analytics, segmentation and strategy can come together to create a superior customer experience that generates advocacy and propels brands. The CMO Council has invited speakers who will share how to make marketing, on all levels, customer-centric. Some of the key issues our speakers will focus on include:

      - Best ways to gain a holistic view of the customer
      - How to measure customers in terms of lifetime value propositions and thereby measure marketing performance
      - Bringing sales, marketing and customer service departments together to most effectively predict churn and produce the best (read: most profitable) customer experience
      - Customer relationship marketing strategies to reduce burn and minimize churn

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    • Changing Business Service Desk Requirements: How to be Customer-Centric
      Changing Business Service Desk Requirements: How to be Customer-Centric Ian Rowlands, ASG Senior Director of Strategy & Product Management Recorded: Sep 7 2012 1:00 pm UTC 47 mins
    • The Service Desk keeps changing. First it was technology-centric, then process-centric. Now, at last, the focus is shifting to the customer.

      In this ASG-presented webinar you will learn:

      - What being “customer-centric” means, and how it is different from technology- and process-centricity
      - How business requirements for the Service Desk change as a result of customer-centricity
      - How ASG’s IT Service Management solutions can help you put the customer at the center of your service desk strategy, planning and operation.

      As Senior Director of Strategy and Product Management, Ian Rowlands is responsible for the direction of ASG’s Applications, Service Support and Metadata Management technologies including ASG-MetaCMDB®, ASG-Rochade and ASG-Manager Products, for the creation and implementation of product launch and delivery plans and for creation and management of partner relationships as well as for providing strategic input to corporate wide initiatives. He has also served as Vice President of ASG’s repository development organization.

      Prior to joining ASG Software Solutions, Rowlands served as Director of Indirect Channels for Viasoft, a leading Enterprise Application Management vendor that was later acquired by ASG. He was responsible for relationships with Viasoft’s distributor partners outside North America.

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    • 2017 Trends in Software
      2017 Trends in Software Nick Patience, Founder and Research Vice President - Software Recorded: Jan 26 2017 4:00 pm UTC 41 mins
    • Digital transformation is real, and it's happening, although there is still a very long way to go. We believe it is an inescapable truth that every business is becoming a digital business, controlled by software, which is the manifestation of these digital transformations. Businesses must react, driven by the imperatives of improving intelligence, agility and their customer-centricity, with the ultimate goal of survival in a digital world.

      Join Nick Patience, Founder and Research Vice President for Software, as he dives into the three business imperatives behind digital transformation and what specifically will be transformed in 2017.

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    • Successful online marketing = community building
      Successful online marketing = community building Nathan Anibaba, head of business development, Tomorrow People Recorded: May 26 2016 2:00 pm UTC 31 mins
    • Marketers are ignoring one of the most fundamental customer needs: community. Hundreds of millions has been spent on customer centricity and understanding the persona to the nth degree in order to provide 'killer customer insight'. But we have all been blind to one of the most fundamental needs in human life that only comes second to food and shelter: the need to belong.

      The stuff of the human condition is to belong, to make meaning, feel secure, have order within chaos and create identity. Marketers ignore these constituent building blocks of humanity at their peril.

      This webinar will explain what a branded community is, why it is fundamental for marketing now and in the future, and how to build one for your organisation.

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    • 360° Real-Time Business Insights with Native Hadoop Big Data Platform
      360° Real-Time Business Insights with Native Hadoop Big Data Platform Teddy Rusli, Senior Product Manager; Ian Gomez, Audience Marketing Manager at DataTorrent Recorded: Jun 16 2016 4:00 pm UTC 36 mins
    • To achieve excellence in customer service, you will need to gain a thorough understanding of customer behaviors and usage patterns. Real-time streaming technology can be used to not only capture the customer data from various sources as it's being created but also delivers faster time to insights and action for an improved customer experience. In this webinar, we will demonstrate how DataTorrent’s real-time native Hadoop stream processing platform enables telco providers to conduct a detailed real-time analysis of Call Data Records (CDR) to obtain deeper visibility of customer usage patterns and customer service intelligence. Those real-time insights can then be leveraged by telco providers to enhance the customer centricity program, improve customer satisfaction and reduce customer churn.

      You will also learn how DataTorrent’s real-time analytics platform can help telco providers to:

      • Quickly ingest large amounts of Call Data Records
      • Perform forensics on dropped calls by zip code for a given region
      • Reduce customer wait times for service calls
      • Maximize average revenue per user (ARPU)

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