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IT Trends in 2018: Customer Experience

Businesses continue to transform their operations from the inside out to put customers at the centre of everything they do. In 2018 we will see more organisations take advantage of technologies such as the Internet of Things and Artificial Intelligence to modernise their way of working and deliver a leading digital customer experience.

In this webinar we look at how emerging technologies are changing customer expectations and share insight into how companies can use such technologies to further enhance the customer experience in in the coming year.

Speakers:
• Joe Manuele, Group Executive, Customer Experience and Workplace Productivity, Dimension Data
• Rob Allman, Customer Experience and Workplace Productivity Practice-lead: Customer Experience, Dimension Data
• Dino Marasco: Customer Experience and Workplace Productivity: Go-to-Market Lead, Dimension Data
Recorded Nov 9 2017 45 mins
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Presented by
Joe Manuele, Rob Allman, Dino Marasco from Dimension Data
Presentation preview: IT Trends in 2018: Customer Experience

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  • CX Automation and AI: Achieving real world results Feb 21 2019 2:00 pm UTC 60 mins
    Rob Allman - SVP Customer Experience, Dimension Data; Dr Harsh Vinayak - SVP of BPO and R&D, NTT Data
    Robotic process automation is quickly becoming an integral part of the new CX delivery model. Technologies like predictive analytics, machine learning, and cognitive computing are becoming more powerful. But what does this mean for your customer and for your business?
    We will be discussing the application of these technologies in a real world CX automation context.
  • Bridging the artificial reality: A roadmap to CX Leadership Feb 7 2019 2:00 pm UTC 60 mins
    Rob Allman - SVP Customer Experience, Dimension Data and Mike Wells Senior Director - CX Consulting
    We focus our attention on unpacking and defining the core components required when developing a market leading CX roadmap, with the customer placed at the centre. We will be supporting these components with some of our latest research and insights found in our 2019 Global Customer Experience Benchmarking Report.
  • Moving end-user experience management into the spotlight Jan 29 2019 2:00 pm UTC 60 mins
    John Plaskett and Mark Burton from Dimension Data and Riverbed
    The evolving application landscape is forcing organisations to put the user at the centre of IT infrastructure plans. The hybrid environment and distributed nature of applications has changed the way organisations manage their IT infrastructure, moving end-user experience management into the spotlight. Today - and in the future - end-user experience management will be the single most important element in understanding how IT services are being delivered.

    Join John Plaskett and Mark Burton from Dimension Data and Riverbed for a discussion on why end user experience management should form the heart of any technology infrastructure management strategy.

    •Why you should be prioritising end-user experience management as your key infrastructure management metric.
    •How keeping your users happy is key to delivering business value now and in the future.
    •How evaluating performance from an end-user perspective may reveal surprising insights and can help you measure ROI on key technology projects
  • Containers: accelerating your move to a next-gen, on-demand digital data centre Recorded: Dec 12 2018 47 mins
    Nathan Vandenberg, General Manager – Data Centre, Dimension Data & Sean Bedford, Cloud Engineer, Google
    Your enterprise is on a journey to become an on-demand digital business. Your data centre must be able to adapt and scale to achieve your desired digital outcomes. Emerging technology such as containers can unlock a myriad of operational and cost benefits to accelerate your move to a next-generation data centre.

    A 451 Research report commissioned by Dimension Data* found that 52% of enterprises are using container technology to transform that way work is done in their data centre.

    Containers solve the problem of portability and getting software to operate reliably when moved from one computing environment to another. In a next-generation data centre, containers achieve benefits including automation of workload provisioning, ability to scale and orchestration across technology.

    Join Dimension Data and Google on this webinar to find out how your business can take advantage of the opportunities presented by containers. We’ll discuss how containers work, the difference between virtualisation and containers, existing barriers in this space, how you can extend containers to the cloud and the benefits for your business.
  • The alchemy of data Recorded: Dec 12 2018 52 mins
    Chris Wigget, Director Insights and Analytics, Britehouse a division of Dimension Data
    Information is the heart of the modern organisation. For many years now business intelligence has been at the forefront of taking data and attempting to turn it into actionable insights.

    The truth is that traditional business intelligence approaches are not able to provide the digital organisation with the level of insight that the modern business environment demands.

    In this talk we’ll examine how traditional business intelligence is failing the modern, agile organisation, how simply embracing ‘the next big thing’ can backfire, and why organisations find themselves in this situation.

    We’ll also show how advanced analytics can help companies escape the information swamp and start turning the data they have into the information they need.
  • Tech Trends 2019: 4 ways the digital workplace will change next year Recorded: Dec 6 2018 32 mins
    Alex Bennett, Group SVP Go-to-Market, CX and Digital Workplace at Dimension Data
    2019 is going to be the year when companies make wholesale changes to how they engage and empower their employees, with behavioural analytics – powered by AI and machine learning – playing a significant role in making the digital workplace smarter than ever before.
    Join Alex Bennett, Group SVP Go-to-Market, CX and Digital Workplace at Dimension Data, as he chats about the four major digital workplace trends in 2019 that will help improve the user experience and streamline business processes. He will discuss:
    •How enterprises can use behavioural analytics – fuelled by AI and machine learning – to engage and empower their people.
    •Why applications are getting more intelligent and how to capitalise on their potential.
    •How a holistic approach to the digital workplace enriches culture, drives inclusion and reduces cost.
    •Why data authenticity is finally climbing up the corporate agenda.
  • A Software-based approach to drive innovation of your Cisco investment Recorded: Dec 5 2018 43 mins
    Gregg Sultana, Jacqui Custodio and Stephen Rickard from Dimension Data
    Dimension Data invites you to an informative briefing on how you can maximise the value from your Cisco investment, and also how best to leverage your investment to drive innovation.

    Join us in this webinar as we explore in detail the changing ICT environment including current trends and challenges, what this shift to software means for your organisation and its architecture, and how you can take advantage of the subscription offers available including in networking (WAN, Switching, Access), collaboration and security.

    We’ll explore how you can be more agile, smarter and competitive, and how you can utlise the new model to consume, deploy and manage your business.

    Speaker: Gregg Sultana, General Manager – Enterprise Architecture,
    Jacqui Custodio - Software Services Specialist
    Stephen Rickard - Software Services Specialist
  • Transforming Enterprise Infrastructure for the Digital World Recorded: Dec 4 2018 56 mins
    Gary Middleton, Dimension Data and Raoul Tecala, WAN
    Almost every digital business is being challenged with designing an enterprise architecture that delivers on the needs of the business today while ensuring it is agile enough to cope with future demands. The advent of programmable network infrastructure combined with organisational, operational, and business innovation can create new ways of managing and growing your business. Transforming your IT infrastructure and operational processes through automation is key to successfully achieving digital transformation.

    Join Gary Middleton, Principal Director, GTM and Skills Transformation and Raoul Tecala, Group Networking Senior Practice Director, WAN in a webinar that considers enterprise infrastructure transformation for the digital world and
    • Current infrastructure is holding organisations back
    • Our approach to evolving your infrastructure for digital acceleration
    • Leveraging the benefits of your programmable infrastructure investment
  • Technology Trends 2019: 5 things that will transform customer experience in 2019 Recorded: Nov 29 2018 38 mins
    Rob Allman, SVP Customer Experience at Dimension Data
    Embracing the evolution of the B2B customer experience requires a delicate balancing act between adopting the right technologies and engineering the right business strategies. The solution? An integrated customer experience strategy built from the outside in – yet for many, there’s a tangible gap between CX ambitions and CX capabilities.
    Join Rob Allman, SVP Customer Experience at Dimension Data, as he reveals the main findings from Dimension Data’s Technology Trends 2019 report, exploring why customer experience progress has stalled and revealing the key CX trends that will help companies flourish, from strategy all the way through to implementation.
    This webinar will cover:
    •Why conversational AI is giving speech a voice in CX again.
    •How companies can combine human and virtual agents to deliver first-class CX.
    •How robotic process automation is reshaping the customer experience.
    •Why data management is becoming an issue in its own right.
    •Why omnichannel is evolving into customer journey management.
    •How cloud CX is scaling onto enterprise-grade hybrid platforms.
  • Technology Trends 2019: 5 ways digital infrastructure is set to evolve in 2019 Recorded: Nov 22 2018 47 mins
    Rob Lopez, Group Executive, Digital Infrastructure at Dimension Data
    Never before has the strength and modernisation of a company’s digital infrastructure mattered more. With an increasing number of companies subscribing to multiple cloud platforms and increasing their use of Software-as-a-Service (SaaS) providers, it’s essential their infrastructure is equipped to deal with the flexibility and heightened security levels required to thrive.
    Join Rob Lopez, Group Executive, Digital Infrastructure at Dimension Data, as he explores how the rise of IoT, analytics, AI, and data science is changing how companies derive value from data, and why the desire for insight must be balanced by responsibility:
    This webinar will cover:
    •Why infrastructure is becoming programmable from end to end.
    •Why extracting value from data is imperative.
    •How applications are defining infrastructure.
    •Why the edge is getting more intelligent.
    •How more business intelligence is coming from the network itself.

    Speakers:
    Rob Lopez: Group Executive - Digital Infrastructure, Dimension Data
    Andy Cocks: Chief Technology Officer Asia Pacific, Dimension Data
    Andre Ferreira: Digital Business Solution Architect, Dimension Data
  • Technology Trends 2019: 5 things that will transform digital business next year Recorded: Nov 21 2018 51 mins
    Scott Gibson, and Wayne Speechly from Dimension Data
    Too many aspiring digital businesses just aren’t set up correctly for digital transformation. They’re organised in silos around traditional functions instead of having a flexible network of teams that work on transforming key business processes.
    The focus of many digital transformation efforts to date has been on the adoption of new technologies. But without first doing some organisational redesign, this has been like forcing a square peg into a round hole.
    Join Scott Gibson, Group Executive, Digital Business Solutions at Dimension Data, as he chats through what a successful organisational restructure looks like, along with the technologies and strategies that will accelerate a company’s digital transformation journey next year and beyond. He will discuss:
    •How organisations can redesign their core business processes around the customer experience.
    •How the Internet of Things (IoT) is starting to deliver ROI.
    •Why ready-made platforms are accelerating digital transformation.
    •How digital leaders should look at data through a new lens.

    Speakers
    Scott Gibson, Group Executive, Digital Business Solutions at Dimension Data
    Wayne Speechly, Principal Advisor, Digital Advisory Dimension Data
  • Technology Trends 2019: 5 ways the tech landscape will transform next year Recorded: Nov 20 2018 38 mins
    Ettienne Reinecke, Group CTO at Dimension Data
    Until now, the tech sector has spoken about innovative technologies somewhat theoretically, without providing a clear picture of how these powerful innovations will be used and what they will look like in practice. This has left people without a solid understanding of how these solutions will ultimately manifest in our work and personal lives.

    Join Ettienne Reinecke, Group CTO at Dimension Data, as he reveals the game-changing approaches that will transform the tech landscape during 2019 and beyond, and how companies can ensure emerging solutions – such as AI, machine learning, robotics and AR/VR – become firmly embedded in their core processes. Ettienne will explore:

    •Why easier access will accelerate the adoption of game-changing technologies.
    •How identity will emerge as the killer app for blockchain.
    •How companies can extract value from data, while respecting privacy.
    •Why the Internet of Things (IoT) will change our lives for the better.
    •How disruption will drive consolidation among tech vendors.
  • Technology Trends 2019: 5 ways cybersecurity will transform next year Recorded: Nov 19 2018 33 mins
    Matthew Gyde, Group Executive, Cybersecurity at Dimension Data
    CyberConversations around the strength of a company’s cybersecurity has never been more pertinent. We’re generating more data than we know how to deal with, and as the opportunities for cybercriminals proliferate, so does their approach to attacks mature.
    A key piece of advice? Trust no-one. With the cloud continuing to aid digital transformation, and AI/machine learning finally realising their potential, cybersecurity defences are beginning to migrate to a more predictive model. This will allow companies to create digital fingerprints of their employees, improve access to data and applications, and predict attacks before they happen.
    Join Matthew Gyde, Group Executive, Cybersecurity at Dimension Data, as he reveals the main findings from Dimension Data’s Technology Trends 2019 report, exploring how the cybersecurity landscape will shift in 2019, and what measures companies can take to keep the bad guys out.
    This webinar will cover:
    •How zero trust is maturing into digital trust, and the evolution of predictive threat detection.
    •Why organisations are focusing on cloud-based security platforms.
    •Why organisations now aim to be secure by design.
    •How cybersecurity is becoming intelligence driven.
    •Why tighter regulation is affecting risk profiles.
  • How Predictive Threat Intelligence is changing cybersecurity Recorded: Nov 7 2018 54 mins
    Mark Thomas, Group CTO Cybersecurity, Dimension Data, & TK Keanini, Product Line CTO for Analytics, Cisco
    Your organisation can get cybersecurity right 99% of the time, but a cybercriminal only needs to get an attack right once to negatively impact your business. Therefore, staying one step ahead of threat actors is critical.

    Predictive threat intelligence helps you identify that other 1% to foresee where and when threats will strike and mitigate cyber risks to your business. It’s a significant development in your cybersecurity line of defense because just as your business has been able to reap the benefits of digital, so have your cyber adversaries – they too are using automation and the cloud to scale and implement their attacks faster than ever before.

    In this session Mark Thomas, Group CTO Cybersecurity at Dimension Data, and TK Keanini, Distinguished Engineer, Product Line CTO for Analytics at Cisco, as they explore:

    •Securing the digital business in a changing threat landscape
    •What is predictive threat intelligence
    •Foundational predictive technologies:
    oArtificial Intelligence and Machine learning
    oThreat intelligence
    oEncrypted traffic analysis
    oAnalytics for cybersecurity
    •How to build a predictive threat intelligence capability – build or partner

    The session will conclude with a Q&A session with attendees
  • Why cloud costs have become an issue, and what to do about it Recorded: Oct 4 2018 49 mins
    Peter Prowse, Dimension Data & Muneyb Minhazuddin – VMWare
    The rise of the cloud is unavoidable – 70% of workloads will run there by 2021. Yet the public cloud hasn’t delivered the savings it first promised, with many companies entering into the cloud eyes closed. In the first rush (called Cloud 1.0), organisations were seduced by the potential cost savings – assuming everything could run in the cloud without recognising that different workloads have different characteristics.

    Cloud 2.0 is here to correct these blunders. By adopting a more realistic and mature attitude to cloud management, companies are realising that a hybrid cloud approach is the most effective way to migrate their enterprise applications.

    Join the discussion with Peter Prowse, SVP Strategic Alliances at Dimension Data; and Muneyb Minhazuddin Vice President –Solutions & Product Marketing, VMWare, as they reveal how to:
    •Use a hybrid cloud approach to determine the best place to run specific workloads.
    •Virtualise your data centre to drive services integration.
    •Select the right hybrid architecture to extract the most business value from your data.
    •Balance cloud costs, control and speed to satisfy business needs.

    Speakers: Peter Prowse, SVP Strategic Alliances at Dimension Data and Muneyb Minhazuddin Vice President –Solutions & Product Marketing, VMWare
  • The Evolution of Customer Experience (CX)… a look ahead to 2020 Recorded: Sep 27 2018 49 mins
    Rob Allman and Mike Wells from Dimension Data
    Over the last 20 years, ensuring that the ‘customer is king’ has become more significant than ever. In today’s digital world, where technology enables almost instantaneous exchange of information, making sure your customers’ voices are heard is critical. Companies are under pressure to deliver tangible value to remain relevant in an age where disruptive innovators set the standard. What do the next few years hold for customer experience (CX)? Our e-book explores what the future of CX could look like.
    Join the webinar where our experts explore CX in 2020.
    Speakers:
    Rob Allman Principal Practice Director: Customer Experience, Cx & Workplace Productivity
    Mike Wells Senior Director Consulting, Consulting Services
  • How to Leverage Tools that Support Innovation and Differentiation Recorded: Sep 25 2018 46 mins
    Gary Middleton: Group Networking Senior Practice Director DCN,Networking &Chris Wolf: CTO, Global Field & Industry,VMWare
    Organisations will lose their competitive edge if they maintain the status quo. They must embrace innovation and enable their developers by providing them with the tools and flexibility to create new business models and applications.
    Join the discussion with Gary Middleton, Group Networking Senior Practice Director, Dimension Data; and Chris Wolf, CTO, Global Field and Industry, VMware, as they uncover how to:

    • Use containerisation to transform your cloud capabilities.
    • Empower IT to embrace the solutions and services needed to evolve.
    • Build applications that streamline and transform business success.
    • Move with speed and agility while maintaining a strong infrastructure.
    • Exploit the software as a service (SaaS) revolution.
  • Agile Transformation Accelerates Client Outcomes Recorded: Sep 18 2018 61 mins
    Jason Serda, Group Services & John Cummins from Dimension Data
    Moving to SAFe (Scaled Agile Framework) and a DevOps approach for service development speeds up continuous innovation and service improvements.
    In this webinar, Dimension Data will take you through their Agile and DevOps transformation journey, the core values and requirements of Agile software development from an organisational, people and technology change management perspective. Dimension Data will demonstrate how the benefits of an Agile approach linked to a strong DevOps culture, help deliver client outcomes faster and more cost effectively.

    Speakers:
    Jason Serda, Group Services - Chief Technology Officer, Dimension Data
    John Cummins - Group Services Chief R&D Officer, Dimension Data
  • Modern Networks are the key to the Workplace of the Future Recorded: Sep 4 2018 24 mins
    Lawrence Van Deusen, Group Networking Practice Director Dimension Data and Jon Howell, HPE Aruba, Mobile Engagement EMEA
    The nature of work and the workplace is changing. Remote working and mobility is on the rise, driving organisations to empower their teams with flexible, collaborative and dynamic workspaces and tools to work securely from anywhere, on any device. IoT sensors, location technology and indoor mapping provide opportunities to better understand how people interact with their environment, improve user experience and continually optimise working environments.
    Realising the benefits of these innovative technologies and services depends on powerful, flexible and secure networks that address the needs of the users, and are designed to cater for the exciting future of intelligent devices and applications.

    Join Lawrence Van Deusen, Group Networking Practice Director, Wired and Wireless Dimension Data and Jon Howell, HPE Aruba, Mobile Engagement EMEA as they discuss how a modern network infrastructure is an essential component of your workplace of the future and:
    Current trends driving workplace evolution
    Modern workplace requirements and challenges
    Smart digital workplace experiences
  • The Rise of the API Economy Recorded: Aug 30 2018 47 mins
    Gary Middleton, Practice Director, Digital Infrastructure, Dimension Data+David Delisi, Director Global Alliances, Dell EMC
    The future is arriving faster than expected and businesses need to evolve even faster to keep up. As organisations become digital, it’s essential that they leverage the skills and tools that inject agility into the business. An important enabler of the digital business is an end-to-end programmable infrastructure.
    Join the discussion with Gary Middleton, Practice Director, Digital Infrastructure, Dimension Data and David Delisi, Director Global Alliances, Sales, Dell EMC on:
    - Evolving infrastructure skills and tools for SDx
    - Benefits that programmable infrastructure deliver
    - Getting the most from programmable infrastructure investments
If you believe you can do anything, we’re here to help you do it.
Dimension Data uses the power of technology to help organisations achieve great things in the digital era. As a member of the NTT Group we accelerate our clients’ ambitions through digital infrastructure, hybrid cloud, workspaces for tomorrow, and cybersecurity. With a turnover of USD 7.4 billion, offices in 46 countries and legal entities in 68 countries, and 30,000 employees, we deliver wherever our clients are, at every stage of their technology journey. We’re proud to be the Official Technology Partner of Amaury Sport Organisation, organiser of the Tour de France, and the title partner of the cycling team, Team Dimension Data for Qhubeka.








For more information, visit www.dimensiondata.com

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  • Live at: Nov 9 2017 3:00 pm
  • Presented by: Joe Manuele, Rob Allman, Dino Marasco from Dimension Data
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