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Conversational Technologies- The Catalyst For Customer Service Experience

The shift of customer service from a cost center to an engagement center will spur investments in more intelligent automation and conversational approaches to service and commerce. 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 how 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 to avoid when launching a chatbot pilot [55% of companies employ self-service solutions; and 26% say they plan to build a chatbot as part of their self-service strategy]
Recorded May 23 2017 56 mins
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Presented by
Sheryl Kingstone, 451 Research; Jordi Torras, Inbenta; & Phil Jennings, Ticketmaster
Presentation preview: Conversational Technologies- The Catalyst For Customer Service Experience
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  • Digital Business and the Role of Hybrid IT Architecture and Operations Jan 15 2019 6:00 pm UTC 60 mins
    Carl Lehmann & Liam Eagle of 451 Research & Brandon Curry of NTT
    The need to quickly adapt to rapidly changing customer expectations and the actions of aggressive digital rivals demands a vigilant transformative approach. One that crafts new customer value and enables unique competitive advantages over rivals. Business and IT leaders now pursue new means to align business strategy, processes and operations within the modern cloud era.

    But today, IT planners have far more options as to how and where to run their business than ever before. On-premises data centers, co-location facilities and managed services providers are now joined to form hybrid multi-clouds – a combination of Software, Infrastructure and Platform-as-a-Service (PaaS) execution venues. Hyper-distributed IT infrastructure is often the by-product. But this approach can have profound implications on how digital businesses perform and whether competitive advantage, or unintended disadvantage, is the outcome.

    Carl Lehmann, Principal Analyst at 451 Research, joins NTT to discuss the strategic thinking and technical resources needed to assure hybrid IT architecture indeed supports digital business initiatives through:
    •Describing the fundamental elements of strategic analysis and techniques needed to craft competitive advantage.
    •Discussing trends driving digital business and the migration to next-generation hybrid IT architecture.
    •Revealing how hybrid IT architecture can be structured and managed to support strategic digital business initiatives.

    Attendees will learn the strategies and practices that will help shape their journey as digital business thought leaders though mastering the means to continuously create and deliver new, unique competitive advantage.
  • How Machine Learning Acquisitions and Implementations Are Adding Value Recorded: Dec 12 2018 62 mins
    Brenon Daly, Research Vice President, and Nick Patience, Founder & Research Vice President
    Data is a company’s most-valuable resource, but only if the value can be unlocked. For most companies, Machine Learning is the key to unlocking that value. It may still be the early days for machine learning technologies, but nonetheless, companies are still making big strategic bets on how they are going to run their businesses in the coming era of smarter software, both in terms of acquisitions and implementation. For a comprehensive look at machine learning – covering everything from the technological underpinnings to the financial outcomes in the sector – join 451 Research’s Research Vice Presidents Brenon Daly and Nick Patience for a webinar on Dec. 12 at 11am ET as they make sense of the machine learning market including how some key tech acquirers are participating in the rapidly emerging market. Additionally, they’ll take a deep-dive into the machine learning technology itself, and how IT professionals are actually leveraging it.
  • Expecting the future with 4SIGHT Recorded: Dec 4 2018 53 mins
    Eric Hanselman - Chief Analyst, Robert Mahowald - Senior Vice President, and Simon Robinson - Senior Vice President
    Planning for the future is a complicated business. Organizations have to align business objectives with market forces and the technology that they hope will support them. Early stage technologies can offer tempting options, but it can be hard to quantify the risk in using them.

    451 Research has distilled two years of conversations with their clients, demand-side research and the insight of their analyst team into a planning framework that can help organizations take on the future on their own terms. It’s not a quadrant, a wave or a platform. It doesn’t admonish you with prescriptive technology imperatives. It’s our collective view of the most important factors shaping tomorrow, so we can begin to plan today. It outlines trends that are pushing them and the assesses the maturity of the technologies that are behind them. We have identified four key "forces" that define all the trends we foresee: Universal Risk, Invisible Infrastructure, Pervasive Intelligence, and Contextual Experience. Whether you’re an enterprise, a vendor or a service provider, these forces, together or in part, are rocking your world, and 4SIGHT is an essential tool to plan for better future outcomes. This webinar will look at 4SIGHT capabilities and some of the outcomes that it can achieve, and explore some examples of 4SIGHT dialogs.

    Join us and see how you can raise your planning game!
  • Protecting Your Business with Always on Smart Authentication Recorded: Nov 28 2018 50 mins
    Garrett Bekker, 451 Research & Jeff Broberg and Joranna Ng, OneLogin
    Cybercriminals never stop, so obviously the notion of a static username and password won't suffice. Authenticating based on items the user has and biometrics provides a greater security, but hackers keep getting smarter and so must your user authentication methods. In this webinar, we'll discuss the evolution of risks and how authentication technology has adapted for the future. The right MFA solution implemented correctly in your organization can quickly and significantly increase security. It’s the fastest way to easily secure all your users on all their devices at all times.
  • Building a New IT Strategy with HyperConvergence Recorded: Nov 28 2018 60 mins
    Steven Hill, 451 Research & Matthew Hoeg, EchoStor
    Hyper converged systems are growing in popularity for a number of applications, but are they the perfect solution for all IT workloads? Adopting a Hyper Converged Infrastructure (HCI) offers excellent modularity, but can also have a major impact on storage, networking, update cycles and system management. In this roundtable discussion we’ll be drilling down into the pros and cons of hyperconvergence and highlight the key issues companies should consider as part of an IT plan that will best leverage the modular scale and flexibility offered by HCI. Please join Steven Hill, Senior Analyst of Applied Infrastructure at 451 Research and Matthew Hoeg, Sales Engineering Manager at EchoStor Technologies for a frank discussion about matching HCI to the right business applications and an opportunity to have your own questions answered.
  • Detection and Response, Why Limit Yourself to the Endpoint? Recorded: Nov 15 2018 63 mins
    Fernando Montengro of 451 Research & Mitchell Bezzina of Palo Alto Networks
    Visibility is an undeniable requirement of all security teams, but it shouldn’t come at a cost. EDR products are positioned as our last chance to improve defenses though since inception discovery and response times have only increased. Is EDR really enough? Do we need more visibility from other sources? Are security operations actually improving? We’ve surveyed over 300 of your peers to answer one important question, “Will Endpoint Detection and Response help me?”

    Join 451 Research Senior Industry Analyst on Information Security, Fernando Montenegro and Palo Alto Networks Director of Product, Mitchell Bezzina to learn more about:
    •The state of EDR technology and the challenges it faces in today’s threat landscape
    •The need for visibility beyond the endpoint
    •The future of detection and response with XDR
  • Get Digital Ready Or Get Left Behind Recorded: Nov 15 2018 61 mins
    Eric Hanselman of 451 Research & Steve Madden of Equinix
    Digital transformation is accelerating for every company in every industry, everywhere around the world. As a part of this necessary transition, people, software and machines are creating and consuming data faster and in more distributed locations than ever before. According to the second annual Global Interconnection Index (the “GXI”), a market study published by Equinix that analyzes traffic exchange globally, Interconnection, or direct and private traffic exchange between key business partners, is becoming the defacto method for companies to operate in today’s digital world. 451 Research Chief Analyst Eric Hanselman and Equinix’s Steve Madden will discuss how major macro, technology and regulatory trends are converging to form an unprecedented era of complexity and risk and forcing the integration of physical and digital worlds requiring Interconnection.
  • The Benefits and Challenges of Embracing Cloud Data Platforms in a Hybrid World Recorded: Nov 13 2018 40 mins
    Matt Aslett of 451 Research
    Database workloads were, initially, comparatively slow to move to the cloud, but as the pace of enterprise cloud adoption accelerates 451 Research Voice of the Enterprise studies show that the relational database is now the most popular public cloud service currently in use – and seven of the top 12 public cloud services are data-related.

    As increasing volumes of data are generated and stored in the cloud, data processing and analytics workloads are also rapidly being drawn to the cloud, particular to support new data sources and applications, including IoT devices and stream processing, as well as machine learning.

    The majority of existing database workloads continue to run on-premises, however, and enterprises need to understand the benefits and challenges of running database workloads in the cloud, as well as managing data across hybrid environments – including on-premises datacenters, the edge, and multiple cloud environments.

    In this webinar, Matt Aslett, Research VP, Data, AI and Analytics, 451 Research, will discuss the latest trends driving the adoption of cloud data platforms, as well as the key considerations to keep in mind when selecting a cloud data platform, including:
    • Cloud database adoption trends
    • Cloud database adoption drivers
    • Hybrid operational/analytic processing
    • AI and ML in the cloud
    • Barriers to cloud database adoption
    • Cloud migration patterns
    • Multi/hybrid cloud strategies
    • Avoiding cloud provider lock-in
  • Digital Transformation: The Art of Aligning Technology and Business Recorded: Nov 7 2018 60 mins
    Steven Hill, 451 Research & Vinny Lee, EchoStor
    With so many new options available to IT professionals, it can be easy to lose track of the ultimate goal of technology; which is to serve the needs of business by providing insight, improving efficiency, increasing productivity, and targeting new markets. Today, most everyone is in a digital transformation mode of some sort; but we believe there is a better chance for long-term success if based on a comprehensive digital strategy that can serve as a roadmap for making intelligent choices that will fit seamlessly together over time. Advanced technologies such as hybrid cloud, software-defined infrastructure, AI/ML-based analytics, and evolved data management are powerful tools that are now available to companies of every size; but getting their full value for your business requires planning, foresight and communication.

    You are cordially invited to join Steven Hill, Senior Analyst, Applied Infrastructure at 451 Research and Vinny Lee, Chief Strategist at EchoStor Technologies for a roundtable discussion on creating a digital strategy that can leverage the evolving nature of IT infrastructure and data management in an increasingly hybrid IT world.
  • Today’s top security concerns: Are your ERP applications ready? Recorded: Nov 1 2018 59 mins
    Scott Crawford, 451 Research & Cindy Valladares, Onapsis
    In recent 451 Research studies, enterprises continue to report three primary security concerns. These challenges affect overall cybersecurity strategies as well as an organization’s business-critical application security:

    •The maintenance of security hygiene is not just an ongoing issue for security and IT teams. It has become a front-and-center concern for businesses worldwide. Some of the world’s most high-profile security incidents of recent months are traceable back to keeping enterprise IT - and the applications on which global business depends - well maintained and secure. This highlights the need for continuous monitoring, update and maintenance of systems such as ERP.

    •A resurgence of compliance concerns has also risen to the fore. Ongoing requirements such as SOX continue to demand enterprise attention, while more recent mandates such as GDRP require new vigilance and highlight the importance of automating compliance and audit reporting.

    •The behavior of people has become one of business’s top security priorities, reflecting the impact of everything from insider threats to phishing attacks, account takeover and credential compromise. These threats can have high impact on the business when they target enterprise application systems the business relies on as its lifeline to critical operations – or when enterprises leave themselves exposed through gaps or drift in effective management of configuration and access control.

    ERP applications are among the most valuable assets organizations have and require specialized attention specific to their requirements to protect the business against these concerns. Join this webcast to hear from Scott Crawford, Research Director for Information Security with 451 Research, and Onapsis on how you can combat these common security challenges and ensure that the business-critical applications that house an organization’s crown jewels stay secure.
  • Service Provider Differentiation Strategies and Vendor Partner Preferences Recorded: Nov 1 2018 60 mins
    Al Sadowski, Research Vice President of Voice of the Service Provider
    Service Providers are no longer just purveyors of compute and storage; they are now seen as partners for services beyond basic infrastructure and key allies in hybrid architectures. As such, vendors are now paying more attention to this increasingly important buying center.

    451 Research launched Voice of the Service Provider to both qualify and quantify buying behaviors, business drivers and strategic priorities for the expanding universe of public cloud providers, hosters, MSPs, Telcos, Systems Integrators, SaaS companies, and Colos.

    Join 451 Research’s Al Sadowski, Research Vice President for Voice of the Service Provider, to see highlights from the Voice of the Service Provider Q2 2018 survey – Differentiation & Vendor Selection, and learn:

    •Competitive differentiation approaches
    •Top verticals currently served and where growth is expected
    •The role of the Hyperscaler as supplier, strategic partner, AND foe
    •Preferred vendor attributes for compute, storage, colocation
    •Service provider’s top reasons for joining hardware and software vendor partner programs
    •Procurement and sparing strategies
  • New Research Reveals Key Strategy to Manage Open Source Security Recorded: Oct 31 2018 55 mins
    Scott Crawford, 451 Research & Rami Elron, Whitesource
    According to the latest open source security research report from WhiteSource, “The State of Open Source Vulnerabilities Management” for 2018, almost 97% of developers rely upon open source components in order to develop their applications nowadays. But with the recent spike in disclosed open source vulnerabilities, the question arises whether security and development teams have the right strategy in place in order to meet their security objectives?

    Join Scott Crawford, Research Director of Information Security at 451 Research, and Rami Elron, Senior Director of Product Management at WhiteSource, as they discuss:
    - the current state of Open Source Security
    - the challenges faced by security and development teams when handling open source vulnerabilities; and
    - how Open Source Security strategies need to be stepped up with the latest next-gen technology for management and prioritization
  • Retail: The Age of Experience Recorded: Oct 30 2018 49 mins
    Shery Kingstone, 451 Research & Eric Mahecha, Adyen
    Retail is evolving.

    Shoppers today are enjoying elevated experiences and are demanding that brands deliver the best, both online and in stores. Prices alone aren’t enough to influence decisions. With retailers catering to shopper demands, the market is ushering in a new era: “The age of experience.”

    Join retail experts from 451 Research and the payment platform Adyen, to learn what customers are demanding — with a focus on the next generation of shoppers — when you join this live event.

    Register for free now.

    Here’s what we’ll discuss:

    •Top findings from the 2018 US retail survey, conducted by 451 Research for Adyen
    •The new group of shoppers you need to know about
    •3 fundamental customer demands that can make or break your business
    •How much business you are losing by not meeting customers’ expectations

    Speakers:
    •Eric Mahecha, VP of Retail Business Development, Adyen
    •Sheryl Kingstone, Research VP & GM, 451 Research
  • The Future of Work: The Liquid Enterprise, WorkOps and Workforce Intelligence Recorded: Oct 30 2018 60 mins
    Research Director Chris Marsh, Senior Analyst Raul Castanon-Martinez and Senior Research Associate Rosanna Jimenez
    The nature of work is being entirely transformed by innovative new technologies. Catalyzed by businesses looking for greater strategic and operational agility and by the techno-empowerment of individuals, ownership over work execution is decentralizing away from IT and other centralized teams of specialists. This shift requires new understanding and new language.

    At 451 Research, we use the term ‘liquid enterprise’ to describe the massive responsiveness to changing market, customer and user requirements that the most innovative enterprises are looking to give affect to. ‘WorkOps’ describes how the nature of work is changing to make this possible – with intelligence, workflow automation, collaboration and reporting embedded and flexibly tessellating across the work execution lifecycle. WorkOps is opening up new possibilities for collective and connected yet highly personalized experiences that will supercharge work execution and drive employee engagement. It’s also giving rise to what we believe is a new enterprise software archetype we call the Workforce Intelligence Platform.

    This radically different future for work is significant enough for us to have to rethink the archetypes we use to understand and describe work.

    In this webinar, 451 Research analysts Chris Marsh, Raul Castanon-Martinez and Rosanna Jimenez will help you understand how to plan for the future for work that is unfurling:

    •What does the future of work look like?
    •What are the technology trends underpinning how work is changing?
    •How should you be thinking about employee engagement?
    •How do you leverage AI to improve work execution?
    •How can you become ‘liquid’ and put in place for WorkOps practices?
  • Optimizing workload placement in hybrid cloud environments Recorded: Oct 24 2018 60 mins
    Melanie Posey, 451 Research & Andy Smith and Eric Kraieski, TDS
    In order to drive growth and deliver on the promise of digital transformation, businesses today must be agile. And they expect their IT teams to be able to embrace and successfully execute change. In this webinar event, Melanie Posey, Research Vice President and General Manager, Voice of the Enterprise at 451 Research, will discuss recent survey findings about the shifts in cloud adoption, what’s driving workloads to the cloud – and what research shows is standing in the way of successful cloud migration and adoption.

    To confront the challenges and accelerate cloud adoption, experts at TDS recommend that you adapt a dual approach. Move the mobile workloads first and then tackle the complex applications that require greater planning and coordination. The migration of complex apps causes many projects to stumble and lose momentum. But the TDS team will share insights on what it takes to orchestrate a migration project and showcase a new software platform built specially to solve these issues.

    Join Melanie Posey and TDS experts, Andy Smith and Eric Kraieski, for a crash course on how to plan your journey effectively and smoothly utilizing exciting new migration planning strategies and tools. After watching these experts discuss the details, you’ll learn how the journey to the cloud can not only be accelerated but can establish a resilient and business-aligned IT organization that will withstand the changes ahead.

    Join us for some insightful discussion, use-case examples, and tips for getting started with these new strategies for cloud migration. Sign up today.
  • Choosing a Gateway to Europe Recorded: Oct 23 2018 58 mins
    Penny Jones, 451 Research & William Fenick, Interxion
    Europe is seeing an influx of US organizations keen to establish or expand operations across the region for a diverse set of reasons. Many face challenges, from understanding new business cultures and data regulations and the service provider landscape, to knowing where IT should be best positioned to scale for new technology adoption. We surveyed 250 US organizations seeking entry into - or expanding across - Europe to get a deep understanding of the issues that could delay actions in Europe today. In this webinar, we will draw upon these results to discuss not only the challenges these organizations face but considerations that should be top of mind for companies wanting to simplify and futureproof rollouts across Europe, a market that provides great opportunity for those that can deploy their IT assets right.
  • 8 Essentials for SDI, Including Support for New Cloud Native Applications Recorded: Oct 23 2018 54 mins
    John Abbott of 451 Research and Jennifer Kotzen at SUSE
    Moving to software defined infrastructure is all about getting rid of rigid system silos that can hold companies back from digital transformation, replacing them with more fluid resources that provide the flexibility and agility required to support a rapidly evolving mix of existing and new cloud native workloads. It’s the direction of travel for most enterprises and service providers alike. But how do you get there?

    451 Research has identified a core set of essentials for companies looking to become software-defined organizations. In this webinar we’ll examine these principles, explore their importance to IT decision makers, and look at the new cloud native workloads and modern DevOps processes that they enable. Join us to hear from John Abbott, co-founder and distinguished analyst at 451 Research and Jennifer Kotzen, Applications Delivery Solutions Team Lead at SUSE.
  • How Your Small/Mid-Sized Business Can Succeed with Mobility Recorded: Oct 17 2018 58 mins
    Chris Marsh of 451 Research and Dana Fjermestad & Ian Hutchinson of Samsung
    SMBs make up 95% of all businesses globally and employ 70% of the workforce, yet their productivity is typically lower than large enterprises. Embracing mobile is the ideal lever to improve their competitiveness, and this is indeed what is happening. SMBs are ramping up with those saying they are moving from experimenting to investing more heavily in mobile technologies jumping from 44% to 50% in just the last year.

    In this webinar you will learn:

    •Why SMBs stand to gain big from mobility and how they can succeed in their mobile journey.
    •The four stages - Starting, Organizing, Strategizing and Optimizing – that they typically pass through as they mature their capabilities
    •How to think through mobile strategy, security, governance, user engagement, processes and business model innovation.
    •The pitfalls to avoid and questions to answer at each stage to get the most out of mobile.
  • Have Your Search and BI Too: Big Data Analytics as Easy as Google Search Recorded: Oct 17 2018 58 mins
    Matt Aslett, 451 Research & John Thuma, Arcadia Data
    For decades people have been talking about self-service BI and analytics to enable business users to make better decisions in organizations. Yet, the big data era (Hadoop, Spark, data lakes, and more) has seemingly pushed us in the direction of automation, machine learning, and AI. Are your business users left out? Do they still ask for more control over reporting and analysis? What if you could provide the simplicity of Internet search for ALL users on ALL of your data in the organization? What if you could do all of this and provide security and privacy with the full power of visual analytics?

    Join industry thought leaders from 451 Research and Arcadia Data on October 17th at 12 p.m. BST, 1 p.m. EET to learn about recent trends in big data analytics around natural language search, self-service, and AI-driven insights. In this webinar, you will learn:
    •Why modern analytical environments need to focus more on business users.
    •Why traditional BI approaches are falling short.
    •How new innovations like search-based BI are redefining self-service BI.
  • Smart Datacenters for Next Generation Colocation Recorded: Oct 11 2018 51 mins
    Rhonda Ascierto of 451 Research & Jerome Totel and Adam Levine of Data4
    The best-run datacenters are those where managers have accurate and meaningful information about their datacenter’s assets, resource use and operational status, from the lowest level of the facility infrastructure to the higher echelons of the IT stack. These datacenters use industry-specific datacenter infrastructure management (DCIM) software.

    Join us to hear how DCIM data and analytics in colocation datacenters can enable users of colocation to manage their systems and services more efficiently, effectively and easily, and to support key business drivers, including:

    •Reduced risk
    •Capacity planning and forecasting
    •Agility, and
    •Compliance and corporate social responsibility
Essential insight for leaders of the digital economy
451 Research is your radar into the business of IT innovation. Whether you are a product manager investigating the competition, an IT decision-maker evaluating the impact of emerging technologies on your business, a service provider finding your place in an evolving industry, or a dealmaker fueling the digital economy, 451 Research gives you the inside track on your business and your markets.

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  • Title: Conversational Technologies- The Catalyst For Customer Service Experience
  • Live at: May 23 2017 5:00 pm
  • Presented by: Sheryl Kingstone, 451 Research; Jordi Torras, Inbenta; & Phil Jennings, Ticketmaster
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