Name: How to Embed Service to Meet Customers Where They're At
Start: 2019-09-24T18:00:00Z
End: 2019-09-24T18:25:00.000Z
Location: BrightTALK
Rating: 0

As the pioneers of cloud-based AI-powered search and recommendations, we have always been driven by making the lives of our customers easier and the relationship with their customers more meaningful.

Our mission is to transform your business by helping your organization to deliver more personalized experiences at scale, by ensuring that every customer, partner and employee has contextually relevant information at every touchpoint of their journey.

Many organizations planned to improve their digital self-service offerings in some way this year: investing in chatbots, in-product help, communities, knowledge management, video content, search, and more. But given the new reality we’re all living in, your customers need better digital self-service now. It just can’t wait.

This research-based briefing designed to help you quickly adapt to your customers’ needs for self-service - and take the pressure off your contact center - fast. You’ll learn the practices of digital experience leaders from Informatica, Ellucian, VMware, Tableau, and others which are proven to:

 - Help customers easily find information on their own, using the data and knowledge you already have.

 - Connect customers with answers where they are and enable them to resolve issues using your lowest-cost channels.

 - Reduce the pressure on your support engineers by empowering them with swift access to all of the contextually relevant knowledge they need to solve cases.

Help Customers Help Themselves: 3 Digital Self-Service Strategies That Work

Most businesses know that personalizing digital experiences is important. However, by 2025, 80% of marketers who have invested in personalization will abandon their efforts due to lack of ROI, the perils of customer data management or both. Personalization isn’t easy, and many businesses employ generic and labor-intensive rules that don’t deliver the experiences buyers expect.

In this webinar, Ciro Greco, Director of Artificial Intelligence at Coveo, and Ali Hanyaloglu, Sr. Director of Product Marketing, will talk about the challenges companies are facing with personalization today, and explore ways that they can be successful in not only overcoming these challenges, but winning against their competitors.

Delivering on your customers’ expectations for effortless and personalized buying experiences is a complex endeavour - watch the webinar as our speakers explain why and cover:

- Why personalization is so hard to get right
- Why we should think of a more meaningful way of conceiving personalization at scale
- Real examples of what actually works

Personalization: Why It's So Hard to Get It Right

We are in a new reality: one where shoppers are confined to their homes, and retailers have shut their doors. A reality in which retailers need to react now to cope, and adapt quickly to compete once we get through this.

With the online shopping channel now being the only channel, brands and stores have to quickly roll out intelligent, personalized online shopping experiences that meet customer expectations – or risk losing them for good.

View the webinar to get answers from Mark Floisand, SVP Product & Industry Marketing at Coveo, to see how companies are dealing with this new reality by leveraging AI & data. You’ll learn how to:

- Make the most of your online channel, now.
- Enable shoppers to find, explore and buy products, intuitively.
- Deliver personalized product and content recommendations for each shopper.
- Balance the shopper’s experience with what makes business sense for you.

When Online Shopping Becomes the Only Channel

Your customers don’t have time to browse all over your site. They want to search for – and find – what they need quickly and easily through personalized experiences. And with site search users being up to 5 times more likely to convert, the stakes for relevant results and recommendations are higher than ever before.

In this webinar, you will learn how Motorola Solutions is adapting its digital strategy to the changing expectations of their customers. Jon Rossman, Solutions Digital Experience Manager at Motorola will share his experience and lessons learned from creating a more relevant, unified and personalized website experience. You’ll hear practical tips to increase website traffic and conversion, and strengthen the relationships with your brand. Additionally, you will learn:

·     Motorola’s strategy and roadmap to create relevant experiences at scale
·     Simple site design and functionality changes that can have a big impact on search
·     How artificial intelligence can help you deliver the most relevant search results
·     How to leverage analytics from the search experience to evolve your web strategy

How to Use Intelligent Site Search to Increase Conversions

It’s no surprise when it comes to resolving issues and finding information, customers prefer self-service. And organizations prefer it because it dramatically reduces support costs. But if you want to make great self-service a reality on your Salesforce Community, you need to give customers an intelligent and intuitive search experience and proactively recommend content that can help.

Watch this 60-minute webinar to learn the three ways you can turn your Salesforce Community into a self-service & case deflection engine. In this webinar, we’ll:

- Share case study examples of successful Salesforce Communities using Coveo
- Walk through live community sites like Adobe, Logitech and Salesforce
- Answer questions about how AI-powered search capabilities can help solve common challenges with case deflection

Turning your Salesforce Community into a Case Deflection Engine

Amazon, Google and Netflix have shown us what’s possible from digital experiences. But disjointed channels, siloed information, and ‘’one-size-fits-all’’ experiences are still all-too-common among service, sales and commerce operations.

Learn and see how digital experience leaders are leveraging AI to deliver interactions that anticipate customer needs and make personalized, contextual and proactive recommendations inside various Salesforce Clouds - and the business benefits they are reaping.

From automation to relevance, you'll learn how you can combine Salesforce Einstein and Coveo AI to enhance your digital experiences.

In this webinar, you'll learn how you can leverage AI to deliver personalized and contextually relevant self-service and support experiences that drive self-service success and agent proficiency.

Delivering Effortless Support Experiences that Drive Business Results

It’s no surprise when it comes to resolving issues and finding information, customers prefer to self-serve. And organizations prefer it too because it dramatically reduces support costs. But if you want to make great self-service a reality on your Salesforce Community you need to give customers an intelligent and intuitive search experience and proactively recommend content that can help.

Watch this webinar to learn tips and best practices we’ve seen our customers implement to increase self-service success & boost case deflection.

In this webinar, we:

- Dive into what great self-service looks like and show you the formula for creating relevant support experiences
- Share case study examples of successful Salesforce Communities using Coveo
- Answer questions about AI-powered search and recommendations capabilities

If you’re a Customer Service Innovator, a Community Manager, or interested in the latest self-service trends, you won’t want to miss this info-packed session on the power of AI-powered search and recommendations to boost customer self-service.

Self-Service Best Practices for Salesforce Community Cloud

The customer community. Product information pages. Your website. The support site. How many different places do your customers visit when they are self-serving?

 Your customers are using multiple channels to find the information they need as part of one continuous self-service journey—and it’s time to approach your self-service strategy the same way. With so many touchpoints in different channels in the customer service journey, support leaders are faced with a unique challenge to unify the interactions and data in their self-service strategy to meet the demand for relevant and effortless experiences.

An intelligent self-service strategy outlines every touchpoint of the support journey and the experience it should deliver, based on the customer’s context and intent. In this session you’ll learn how to build a self-service journey map that will help you outline:

- A process to create and reuse support knowledge and content in the flow of work and self-service.
- A map of your support touchpoints and how they should leverage the context, information, and behavior other touchpoints are capturing in order to deliver relevant and consistent experiences.
- Which metrics and KPIs you need to track for each channel to measure success and create a continuous cycle of improvement.

Building an Intelligent Self-Service Journey Map

There are times when service automation goes all wrong. Instead of enhancing the customer experience, it hinders it. But AI and machine learning have the power to create experiences that keep customers coming back. Join us to break through the myths and learn how to empower customers and agents in the delivery of intelligent support.

In this webinar, you’ll learn:

- The relationship between AI, machine learning and service
- Real-world applications that meet your customers where they are
- How to focus your investments to reap the biggest ROI

AI at your Service: Improving customer service and support at every interaction

Formica, the world’s leading manufacturer of high-pressure laminate, noticed that its website was not meeting customer expectations. With a complex digital portfolio, covering 28 country sites, 14 languages and 450,000-plus products, the company had to act, before customers went elsewhere for their residential and commercial flooring needs. 

In this webinar, Formica will share how the company is now using AI-powered search, recommendations and data analytics to redirect sales leads, and compensate for regional differences in its product catalog and content. You’ll hear how Formica manages two go-to-market models (B2B and B2C) on a global basis, plus an overview of the internal processes the company has set up with its global teams and partners.

Join this webinar and learn how to:

- Develop a unified strategic plan to deliver more relevant visitor and customer experiences 
- Evolve your end user experiences using Coveo and Sitecore
- Scale your sales efforts more effectively.
- Increase personalization to provide effortless customer self-serve options

Deliver More Relevant Website Experiences by Leveraging Analytics

Manually personalizing your digital experience for every website visitor is near impossible. Having your team track, update, and deliver the most relevant content, the moment it’s needed, is just not feasible. This approach can lead to inconsistent and unreliable experiences for customers, places unnecessary burdens on marketing and web teams, and significantly increases cost of operation. Smarter, automated, and more scalable technologies are necessary to both satisfy today’s relevance-seeking customers and stay ahead of competition.

This webinar reveals best practices on how to inject relevance and personalization into your website experience. We’ll demonstrate how companies are using AI-powered search and recommendations to leverage the intent and information behind every touch point of the web journey to drive contextual and personalized experiences that:

-Increase conversion rates by providing relevant search results
-Increase website engagement through proactive recommendations
-Drive higher customer lifetime value
-Empower your marketing team with insights on your visitors’ content consumption and trends
 

You’ll also get a peek at AI-powered strategies that pacesetter companies are using to deliver relevance at every touchpoint.

Make Web Experiences Personal: Use AI to Inject Relevance into Every Interaction

Self-service has proven its worth in driving case deflection, lowering overall support costs and personalizing the customer experience. But did you know that strong self-service programs are strongly correlated to business and support revenue growth, employee retention and overall agent morale?

To truly reap all of the potential benefits of your self-service strategy, companies must go beyond short-term benchmarking and project-by-project “baby steps.” True transformation starts with a solid foundation that can grow across organizational silos and departmental barriers to deliver relevance across your self-service sites.

Register to listen to this prescriptive session which will outline vital steps that you can undertake to transform your self-service strategy and understand the true value it is having on your business, underscored by examples from pacesetters and new research showing an opportunity for a dramatic re-think of the metrics that self-service can really impact.

Building a Foundation for Transformative Self-Service

Are visitors looking for a needle in a haystack when they come to your website? Prospects and customers have an insatiable need for information. If they can’t find what they are looking for quickly and easily, they will stop looking and leave.

That’s why personalized search results delivered with lightning speed are critical. Search is the most popular site function for manufacturers, and the biggest indicator of a customer’s intent to purchase from distributors. The website is now a crucial priority that directly impacts business revenue.

Join us to learn how Acuity Brands -- the largest manufacturer of lighting and lighting control systems in North America -- completely rebuilt its search-led website in just five months and on budget. Andrew Crowder, VP of Enterprise Architecture, will share his team’s strategy for executing on a critical imperative that came with high expectations, with tips on planning, lessons learned, and what’s next for search.

Attend this webinar and learn:

- How to plan and execute a large search-enabled site on time and on budget
- Why machine learning, AI and a server-less environment are key to delivering quality content for every search use case, every time
- The efficiencies of enabling business users to manage search right from Sitecore

B2B Site Search Best Practices: Give Customers What They Need, When They Want It

It’s clear the role of the support agent is changing. From simple fixer to counsellor and coach, support agents’ day-to-day jobs are becoming more strategic as more content is driven to self-service channels. But how can AI influence this new way to work?

In this success story session, we’ll dive deep into how Athenahealth welcomed AI with open arms to enable their agents to do more on their own, and how they became more collaborative, more invested and created more content along the way.

We’ll study the effects of knowledge management and gamification in the context of AI-driven support and how agents find more purposeful work along the way.

Constructing the Next Gen Agent: Why AI is Required

Customers expect effortless, individualized interactions—on websites, in apps, and on the phone—and the companies who manage to leverage AI to meet these expectations are reaping business benefits and gaining competitive ground.

In this 45-minute masterclass on support transformation, learn the steps that Relativity, a leading e-discovery software provider, took to create a more effortless service experience that has increased customer self-service success, reduced case resolution time by 33%, and empowered agents to do more meaningful work.

Join Relativity senior manager of operations Jessica Ruvalcaba and TSIA vice president of Support Services Research, Judith Platz, to learn how you can:

- Use AI to harvest data and customer intent, and stitch together experiences that are effortless and relevant for customers.
- Create a culture and practice of knowledge sharing that will improve the customer and employee experience.
- Get meaningful analytics to measure and continuously improve the customer experience.

A Masterclass in AI-Enabled Support Transformation

An inside look at the 2019 Gartner Magic Quadrant for Insight Engines

AI can empower companies to tailor every experience to an audience of one. And an organization’s ability to harness that potential to reshape the digital experiences it creates will determine whether you succeed or merely wither away in an AI-take-all economy.

Join the Co-Founder, President and CTO of Coveo, Laurent Simoneau, as he shares his observations and predictions on trends shaping the Insight Engines market. You’ll also learn why Coveo has been recognized as a leader, and furthest on the “completeness of vision” axis by Gartner in the newly released 2019 Magic Quadrant for the category. 

From how we buy to how we work, Laurent will dive deeper into trends shaping AI-powered experiences:

- What's driving the need for an Insight Engine across industries
- How to tailor your digital experiences for an audience of one
- The trends guiding our investments in 2020 and beyond

Insight Engines: The Science Behind Magical Experiences

Meaningful support interactions no longer reside just inside the Help page. They're embedded throughout all of your digital properties -- becoming part of your digital DNA -- to meet  customers where they're at using personalized content based on previous successful interactions of others. In this instructive, how-to webinar we'll look at ways to embed personalized support journeys to drive case deflection and self-service success using chatbots, in-app search, personalized workflows and contextual recommendations.

How to Embed Service to Meet Customers Where They're At

Customer Service

Customer Support

Customer Success

Analytics

Machine Learning

Chatbots

Digital Experience

Digital Transformation

Get powerful marketing insights for your business. Connect with experts and colleagues to get the most up-to-date knowledge on which marketing strategies and techniques are driving customer and revenue growth.

Marketing

The marketing community on BrightTALK is made up of thousands of engaged marketing professionals. Find relevant webinars and videos on marketing strategy, branding and more presented by recognized thought leaders. Join the conversation by participating in live webinars and round table discussions.

Are you an IT service management professional interested in developing your knowledge and improving your job performance? Join the IT service management community to access the latest updates from industry experts. Learn and share insights related to IT service management (ITSM) including topics such as the service desk, service catalog, problem and incident management, ITIL v4 and more. Engage with industry experts on current best practices and participate in active discussions that address the needs and challenges of the ITSM community.

IT Service Management

Get powerful help desk and support insights from influential experts. Connect with thought leaders and colleagues to get the most up-to-date knowledge on the help desk and support strategies that effect business value and growth.

Help Desk and Support

As an IT professional, many of the problems you face are multifaceted, complex and don’t lend themselves to simple solutions. The information technology community features useful and free information technology resources. Join to browse thousands of videos and webinars on ITIL best practices, IT security strategy and more presented by leading CTOs, CIOs and other technology experts.

Information Technology

In this SaaS and subscription economy, the key to success is customer success. This is much easier said than done as client ecosystems are constantly evolving and their needs and aptitudes vary. Join this community to engage with leaders who are prioritizing and pioneering customer success by helping clients maximize ROI, inspiring account growth and strong client retention.

Get powerful insights on how to best serve today's customers. If you want to create a successful customer experience today, you will have to appeal to the need for “alone together” time. Millennials, Gen X, Boomers or Silent Generation all look for shared but individual experiences.

Customer Experience

The sales community on BrightTALK brings together thousands of engaged sales professionals. Learn about careers in IT sales and marketing, sales techniques and selling strategies. Join the discussion by participating in on-demand and live sales webinars and summits with leaders in the sales industry.

Sales

Get powerful human resource management insights for your business. Connect with experts and colleagues to get the most up-to-date knowledge on which HR practices and strategies have been shown to be effective in retaining and growing talent.

Get powerful learning and development insights from influential experts. Connect with thought leaders and colleagues to get the most up-to-date knowledge in the field.

Learning and Development

Human resources is intrinsically linked to business success and requires a thoughtful balance of a variety of complex issues. The human resources community on BrightTALK is made up of thousands of professionals in human resources exchanging human resources best practices and advice. Watch hundreds of on-demand webinars for immediate information or participate in upcoming live webinars and have your questions answered by respected HR thought leaders.

How to Embed Service to Meet Customers Where They're At

Presented by

About this talk

More from this channel