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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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    • 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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    • Table ronde d’experts du secteur financier, avec Informatica et Cognizant, IDC Table ronde d’experts du secteur financier, avec Informatica et Cognizant, IDC IDC Informatica Cognizant Ikano Bank Recorded: Sep 15 2015 9:00 am UTC 60 mins
    • Gouvernance des données, transformation digitale, Customer Centricity – qu’impliquent réellement ces concepts pour le secteur des services financiers ?

      Comment trouver le bon équilibre pour stimuler la croissance, alors que des concurrents non-traditionnels continuent d’émerger, tout en respectant les contraintes réglementaires ?

      Rejoignez des experts du secteur financier, d’Informatica, et de Cognizant lors de notre prochain webinar en partenariat avec IDC, le 15 septembre 2015 à 11:00.

      Au cours de cette session interactive animée par Andrei Charniauski, expert européen du cabinet IDC Financial Insights, nous restituerons les conclusions de la récente étude « Customer Centricity : l’équilibre entre transformation digitale et gouvernance des données ».

      Andrei et les panélistes européens du monde de la banque et de l’assurance réagiront en direct, partageront leur expérience concrète et leur expertise.

      Inscrivez-vous dès aujourd'hui, et recevez un exemplaire gratuit de l’étude.

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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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    • Successful online marketing = community building Successful online marketing = community building Nathan Anibaba, head of business development, Tomorrow People Upcoming: May 26 2016 2:00 pm UTC 45 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 Upcoming: Jun 16 2016 4:00 pm UTC 60 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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    • Data-Centric Retail Trends Data-Centric Retail Trends Eric Thorsen, Hortonworks; Shish Shridhar, Microsoft Recorded: Feb 9 2016 6:00 pm UTC 56 mins
    • NRF 16 attracted over 33,000 attendees and focused on retail technology, trends, and areas of focus for the coming fiscal year. Hortonworks and Microsoft were visible booth presences, hosting large volumes of visitors. Together, the partnership is uniquely qualified to accelerate retail data collection and management.

      Join Hortonworks VP of Industry Solutions, Eric Thorsen, and Microsoft’s Retail Industry Solutions Director, Shish Shridhar, to learn how Data-Centric Retail Trends can impact your business and how Hadoop can help you gain actionable insight from your data. Understand how your peers are using data to drive new levels of customer centricity, real-time inventory predictions, and personalized marketing. Learn about how consumer goods companies are using Hadoop to gain insight from demand signals and analyze data flow.

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    • Microservices: Reducing Complexity in an Omnichannel World Microservices: Reducing Complexity in an Omnichannel World Enterprise Management Associates (EMA) & CA Technologies Recorded: Feb 1 2016 9:50 pm UTC 58 mins
    • The microservices software architecture is the industry’s latest answer to providing customers with a seamless, high quality omnichannel experience. Thirty percent of companies are already delivering software via microservices, and 75% see them as being “very important” or “critical” to the future of their businesses.

      Designed to make software more “transportable” across multiple devices and platforms—including web, mobile, and wearables—this approach promises to deliver an optimal customer experience regardless of how, when, or where a customer chooses to engage with a business.

      However with this proliferation of platforms and devices, understanding the customer experience becomes more difficult. Highly interconnected and interactive, microservices architectures require a new level of customer centricity to alleviate complexity, reduce support costs, and ensure a high quality end user experience.

      Listen to leading IT analyst firm Enterprise Management Associates (EMA) and CA Technologies to learn:

      - What new challenges IT will encounter in deploying, monitoring, and managing microservices in omnichannel environments
      - How to reduce complexity and understand the impact of change when monitoring applications using microservices architectures
      - How to monitor your entire omnichannel stack with a single application performance management (APM) solution.

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    • Unlocking Data to Transform Financial Services Unlocking Data to Transform Financial Services Patricia Hines, CTP, Industry Solutions Director, MuleSoft; Guy Murphy, Principal Solutions Consultant, MuleSoft Recorded: Dec 11 2014 5:00 pm UTC 26 mins
    • Accessing, aggregating and transforming data is critical whether for creating regulatory reports, understanding the customer, or managing large data sets for predictive analytics. But Financial institutions face significant challenges when unlocking, aggregating and managing data across the enterprise to achieve these strategic business objectives.

      Financial services firms must seamlessly share data across applications and devices to become a “Connected Financial Institution,” but are being held back by organizational, geographic and product information silos. This approach no longer works for financial institutions looking to streamline regulatory reporting, monetize customer analytics, and democratize data-driven decision-making.

      Join us as we discuss how organizations can address data management challenges and create competitive advantage by unlocking, aggregating and transforming data across on-premise and cloud applications, integrating both batch and real-time information sources to “connect the dots.”

      Get the answers to these questions:
      - What are the key challenges compelling firms to undertake data management initiatives?
      - How can firms use pre-built tools to simplify connectivity to legacy mainframes, departmental databases and third-party data sources?
      - How can integration accelerate data management across regulatory compliance, customer centricity, and big data projects?

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    • Thinking Lean Thinking Lean Kenneth Gonzalez, Managing Partner, Engaged Consulting, Inc. Recorded: Apr 9 2013 4:00 pm UTC 49 mins
    • The single biggest obstacle to having lasting success with Lean is the common misconceptions that abound about “what lean is.” This can be found in blogs, articles in trade publications and in advertisements for technologies and training. Talk of methods, approaches and strategies for “how to use Lean to get results quick” or “what Lean tools and methods you should use for ________” are plentiful. Unfortunately, these don’t help resolve the misconceptions – they help reinforce them.

      During this session, we will start a conversation on how you can be successful with Lean by going beyond the traditional approaches and examining how to “think Lean.” We will cover how you, your peers and your organization need to start “thinking differently” and charting a course for how to intelligently and appropriately utilize lean. This webinar will address issues of organizational and personnel development, customer-centricity, cultural barriers to success and some ways you can get started.

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    • Addressing Big Data Business Opportunities for the Insurance Industry Addressing Big Data Business Opportunities for the Insurance Industry Frank Diana, Big Data and Analytics Guru at Tata Consultancy Services; Matt Josefowicz, Managing Director at Novarica Recorded: Aug 9 2012 4:00 pm UTC 66 mins
    • The majority of insurers today are only beginning to explore how new data collection and processing technologies can improve their business outcomes. As they wade deeper into the field, most will discover that Big Data is emerging as a mature technology with applications to a variety of business challenges. During this webcast, we will discuss:

      - What are the most compelling business opportunities that Insurers can address with Big Data?

      - How do I make sense out of all this on an actionable basis?

      - How will Big Data impact the way we do business in 2012 and 2015?

      - Can Insurers gain a competitive advantage by being early adopters?

      - How to leverage tools like Hadoop to put your customer data into action to increase customer centricity

      - How can Insurers take advantage of the collaborative, contextual and predictive benefits of big data?

      Obtaining these deep insights requires both a strong technology partner with deep business insight to enable actionable analytics to use the Big Data capabilities successfully. TCS is a leading global technology company with a strong Big Data practice and understands the difficulty organizations are facing with this ascending technology and can help clear the hype from the reality. Register and attend for a chance to win an iPad 3.

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