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Empathy at Scale: How Data and Technology Are Humanizing the Customer Experience

Data and technology are increasingly playing an integral part in helping businesses forge more human connections with their customers. Recent research by IDC shows that improving the customer experience (CX) is a major driver of digital transformation (DX) initiatives and that a range of algorithms and data are supporting CX innovations. In fact, IDC analysts have stated that, by 2023, technology to improve and understand CX (including software, services and hardware) will be a nearly $508 billion market globally, making it among the largest areas of investment. By gathering data from across the spectrum of customer experiences, businesses stand to better understand their consumers, tailor interactions to individual customer needs and interests, and build trust. In short, data and technology are helping brands be more empathetic.

Join us on November 13th at Noon ET for “Empathy at Scale: How Data and Technology Are Humanizing the Customer Experience,” a webinar from Comcast Business. Our expert panelists will explore how companies are setting customer experience objectives, how empathy deployed as an enterprise-level tool to improve CX is being powered by data and technology, the unique challenges data-driven CX presents, and how CX initiatives can drive digital DX.

Participants will learn how:
• Infrastructure can support advanced, integrated CX
• Different intra-organizational priorities can be directed toward a single, high-level DX strategy
• Conflict between long-term infrastructure investments vs. near-term priorities can be resolved
• CX/DX budget and strategy can be aligned
• To “sell” the strategic vision for tech investments that drive empathy at scale

Panelists:
• Alan Webber, Program Vice President, Digital Strategy and Customer Experience, IDC.
• Chad Carloss, Executive Director, Customer Experience, Comcast Business.
Recorded Nov 13 2019 53 mins
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Presentation preview: Empathy at Scale: How Data and Technology Are Humanizing the Customer Experience

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    Our panelists:
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    • Jason D. Hintersteiner, Senior Solutions Architect, Deep Blue Communications, Comcast Business
    • Zeus Kerravala, founder & Principal Analyst, ZK Research.
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    • Maximize always-on, real-time network monitoring
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    • Spur actionable insights
    • Manage end-point traffic and application routing
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    Our panelists:

    • Jody Hagemann, Senior Director of Product Management, ActiveCore
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    • Michael Fratto, Senior Analyst, Applied Infrastructure and Dev Ops,
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  • The Digital Transformation of Work: How Technology is Enabling Productivity Recorded: Jan 29 2020 55 mins
    Comcast Business
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    Work transformation is not in the distant future; it’s happening now. Having an agile network and supporting technologies in place puts your organization in position to leverage work transformation’s improved productivity, cost savings, and employee and customer engagement. It’s an evolution that, if harnessed, leads to new value creation and competitive differentiation, impacting both the top and bottom lines.

    Our expert panelists will explore the issues behind work transformation, the underlying technologies, the characteristics of a digitally transformed work environment, it’s benefits, and its relationship to other DX initiatives.

    Participants will learn about:
    •The factors changing the work environment
    •Why now is the time to direct resources into work transformation
    •The elements that support collaboration among all stakeholders, including the integration of systems, tools, and data
    •Workspace models and remote vs. on-site workers
    •Critical technologies that support work transformation by intelligently and proactively serving up the resources required for the next-priority task
    •The role security plays in balancing privacy and industry regulations with the ability to enable anytime/anywhere access to corporate resources

    Panelists:
    •Holly Muscolino, Research Vice President, Content and Process Strategies and the Future of Work, IDC.
    •Glenn Katz, Senior Vice President, Enterprise Solutions, Comcast Business.
  • Network Technology Trends for 2020 and Beyond Recorded: Dec 19 2019 50 mins
    Comcast Business
    The coming year will be a pivotal one for advances in network technology. The rollout of 5G technology, for example, is expected to hit $2.7 trillion by the end of 2020, according to Financing the Future of 5G, an October 2019 report by global financing firm Greensill. A significant amount of that spend will go toward Internet of Things (IoT) integration, with $585 billion geared to 5G implementation on IoT hardware and $469 billion for IoT services.

    Staying ahead of the network technology curve might be difficult, but it’s critical to meeting marketplace needs, serving customers, and maintaining agility and productivity in an increasingly competitive environment. Join us on December 19 at 1 p.m. ET for “Network Technology Trends for 2020 and Beyond,” a webinar from Comcast Business. In this webinar, we’ll explore the trends that will impact your network needs in the coming year and moving forward, including:
    •IoT and IoT use cases
    •Cloud connectivity in a multicloud world (WAN Exchange, direct cloud connectivity, etc.)
    •The impact of multimedia
    •WiFi6, 5G, and the future of gigabit wireless
    •The evolution of SD-WAN
    •Edge computing and WAN edge infrastructure
    •NFV and network virtualization
    •Software-based network automation
    •The "new” branch office (pop-up branches, microbranches,) and
    •other trends that affect and power network performance.

    Our panelists include:
    •Johna Till Johnson is CEO and senior founding partner of Nemertes Research, where she sets research direction and works with strategic clients.
    •Jody Hagemann is Senior Director, Project Management at Comcast Business.
  • Empathy at Scale: How Data and Technology Are Humanizing the Customer Experience Recorded: Nov 13 2019 53 mins
    Comcast Business
    Data and technology are increasingly playing an integral part in helping businesses forge more human connections with their customers. Recent research by IDC shows that improving the customer experience (CX) is a major driver of digital transformation (DX) initiatives and that a range of algorithms and data are supporting CX innovations. In fact, IDC analysts have stated that, by 2023, technology to improve and understand CX (including software, services and hardware) will be a nearly $508 billion market globally, making it among the largest areas of investment. By gathering data from across the spectrum of customer experiences, businesses stand to better understand their consumers, tailor interactions to individual customer needs and interests, and build trust. In short, data and technology are helping brands be more empathetic.

    Join us on November 13th at Noon ET for “Empathy at Scale: How Data and Technology Are Humanizing the Customer Experience,” a webinar from Comcast Business. Our expert panelists will explore how companies are setting customer experience objectives, how empathy deployed as an enterprise-level tool to improve CX is being powered by data and technology, the unique challenges data-driven CX presents, and how CX initiatives can drive digital DX.

    Participants will learn how:
    • Infrastructure can support advanced, integrated CX
    • Different intra-organizational priorities can be directed toward a single, high-level DX strategy
    • Conflict between long-term infrastructure investments vs. near-term priorities can be resolved
    • CX/DX budget and strategy can be aligned
    • To “sell” the strategic vision for tech investments that drive empathy at scale

    Panelists:
    • Alan Webber, Program Vice President, Digital Strategy and Customer Experience, IDC.
    • Chad Carloss, Executive Director, Customer Experience, Comcast Business.
  • Enterprise WiFi: Creating Access - and Profitability - for All Recorded: Oct 24 2019 50 mins
    Comcast Business
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    Join us on October 24th at 1 p.m. ET for “Enterprise WiFi: Creating Access—and Profitability—for All,” a webinar from Comcast Business. Our expert panelists will discuss the benefits of offering free WiFi; about the revenue and related opportunities it creates; and an economic model that can work for any business.

    We’ll explore:
    • The data collection WiFi enables
    • It’s potential to generate revenue
    • How it impacts the customer experience
    • Underlying WiFi network technology and the related technologies it enables
    • The benefits of managed WiFi
    • Use case studies across a range of verticals
    • The role WiFi6 will play going forward

    Panelists:
    • Ryan Donnelly, COO, Deep Blue Communications.
    • Matt FitzGerald, Senior Director of Technologies, Deep Blue Communications.
Beyond Fast
Comcast built the nation’s largest Gig-speed network, and now we’re going Beyond Fast. There’s a choice for every business, including WiFi that thinks about what your customers want. And complete 4G-LTE backup for reliability so business goes on, even if the power goes out.

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  • Title: Empathy at Scale: How Data and Technology Are Humanizing the Customer Experience
  • Live at: Nov 13 2019 5:00 pm
  • Presented by: Comcast Business
  • From:
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