Name: Meeting sky-high customer service expectations: Are your teams & tech ready?
Start: 2020-12-16T18:00:00Z
End: 2020-12-16T18:01:00.000Z
Location: BrightTALK
Rating: 5

We have been solving large-scale, complex digital business strategy challenges for over thirty years. Our solutions are designed to evolve with an ever-changing digital landscape. What makes us different? Primitive Logic’s unique, time-tested approach applies mindfulness to digital transformation. Cut through the noise to empower your business to thrive in the rapidly changing digital world.

With outcomes such as increased productivity and faster time to market, many companies have embraced the idea of investing in analytics solutions. But to be successful for the long term, these solutions require a comprehensive change management strategy.  

In this 30-minute talk, you’ll learn how to: 

• Do a current state assessment and create a roadmap for a successful change strategy 
• Gain and maintain leadership buy-in throughout the lifecycle of a project 
• Build a data-driven culture and promote data-informed decision making 
• Use change management to accelerate your analytics adoption and ROI 

Featured speakers include analytics leader Mick Wagner and change management experts Peggy Agress and Fadi Salah. They’ll share change management strategies, key learnings, and how to increase your analytics ROI.

Accelerating analytics ROI: Bridge the adoption gap with change management

Remember the days when marketing was a calm environment where a good set of customer analytics would tide you over for a month’s worth of strategic, data-driven decisions? Yeah, we don't either.

Customer behaviors, preferences, and attitudes can change at the speed of light and marketing teams need to pivot quickly. Most teams don’t have dedicated data scientists and engineers, so they must often rely on their overburdened, backlogged colleagues in IT to spin data into actionable information. This session will help attendees empower their marketing teams with immediate access to the analytics they need to experiment, iterate, and succeed—without burdening IT.

After this session, you’ll be able to:

1. Apply the 3 key facets for becoming more agile
2. Learn the ideal reporting tools and how to use them
3. Create a culture of experimentation

Marketing Analytics: Establishing a Culture of Experimentation

In the traditional siloed enterprise architecture, there are often gaps between different lines of business, and how they’re implementing guidelines in their day-to-day data use, which creates a data privacy “vision gap”. Organizations must address it if they’re to achieve and maintain data privacy readiness at the operational level.

During this event, our panel of experts will be discussing how to operationalize enterprise data privacy programs and maintain readiness in a continuously evolving environment.

Attendees will learn:
- What the data privacy “vision gap” is.
- Some challenges resulting from this vision gap.
- Creating an ethical framework for data management.
- Creating a strategy for aligning data systems and processes with privacy law requirements and customer expectations.
- Building a data privacy foundation across 4 areas: data management, security, policies, and contracts.
- Designing a data privacy governance strategy to maintain data privacy readiness.
- Planning for “triggers” that could impact compliance status.
- How to establish alliances between different lines of business.
- Ways to use automation to lighten to administrative load.
- How to gain and maintain consumer trust and loyalty.

[Panel Event] Operationalizing Data Privacy

Has your organization been reluctant to embrace the cloud, maybe due to security or cost concerns? It’s vital that we dispel these myths and recognize the benefits of a cloud/hybrid cloud strategy.  

Today’s cloud offerings may be more secure than many on-premises infrastructures and have a better ability to scale with your organization. Cloud-based solutions are also enabling utilities companies specifically to take online customer engagement to new levels.  

Join our experts for an interactive discussion on cloud and hybrid cloud strategy within the utilities industry and learn more about beginning your journey to the cloud. Attendees will learn:  

1. Best practices for cloud & cloud hybrid 
2. What the cloud migration journey looks like 
3. Transitioning to the cloud vs. a net new program 
4. How cloud-based solutions can take your customer engagement to new levels

How to leverage cloud & hybrid cloud for utilities

Is your data helping you run your business effectively, save money, and drive toward your strategic vision? Or is it sitting in the data equivalent of a musty box at the back of your basement?  
 
We’ve all heard the expression that the world’s most valuable resource is data, but only if its utilized properly, and nothing could be truer. Data can help you achieve your company’s overall strategic vision—if you’ve set yourself up for success by leveraging best practices in data engineering, data science, and visual analytics. 
 
We’re bringing together our analytics leadership team to discuss the top questions they hear from business leaders every day, the places where teams are most likely to get bogged down, and the strategies that high-achieving data consumers leverage when they’re building their data ecosystems.   
 
Attendees will learn:   
 
• The importance of data and analytics across lines of business 
• How strategy, tools, and processes work together to form a cohesive strategy 
• What your overall analytics strategy should look like 
• How to maximize the impact of your data in achieving your business goals

How to use analytics to drive your business strategy

Employees leave... and it can be expensive. How can you use continuous listening to regularly improve employee experience and reduce attrition?  

Join our panel of subject matter experts for an interactive discussion on how to create a sustainable continuous listening strategy for your HR department. They will be discussing the “why” behind continuous learning, and how to best utilize data to support your HR initiatives. 

Attendees will learn:  
1. Best practices for continuous listening 
2. How to visualize and analyze your data to turn it into actionable insights 
3. The change management strategy to make these changes STICK 
4. And the technologies and strategies that will get you there

3 Ways to Transform your HR Department with Continuous Listening

Organizations are fast-tracking their digital transformation efforts, and no area is experiencing this development more intensely than customer service. Customer expectations continue to increase, even as the shift to a work-from-home workforce and growing demand for contact-less interactions force a re-thinking of how businesses deliver goods and services. 

Join Logic20/20 at our panel event for an in-depth look at three of the trends that are reshaping customer service as we look ahead. Get ready to learn:

•       How companies are adapting to changing customer habits and expectations 
•       Why strategy is critical for aligning customer service and IT 
•       Which platforms are enabling rapid transformation

Meeting sky-high customer service expectations: Are your teams & tech ready?

Join us for our virtual panel event featuring leaders in Digital Marketing Operations. Our group of experts will share their knowledge regarding channel management, marketing processes, governance, operational excellence and overall campaign strategy.  
 
PANELISTS:
Nicol Chadek, Microsoft, Director, Digital Marketing Operations
Deb Lackey, Logic20/20, Practice Area Lead - Digital Marketing
Steve Sack, Logic20/20, Practice Area Lead - Digital Marketing
Moderator - Eric Nelson

As technology continues to advance and customer demand focuses on both diversity and personalization, organizations must unify their marketing operations in order to produce content effectively and stay competitive. By modernizing your Digital Marketing Operations, your business can optimize marketing efforts and maximize ROI. 

By the end of this event, you will have a strategy for success that is aligned with business best practices. View our panelists below and register today!

Modernizing Your Digital Marketing Operations

The data economy is booming and the organizations that can safely and efficiently mine value from  their data sets are winning a competitive advantage, gaining new customer insight, and delivering products to market more quickly. Unfortunately, many enterprises are still blocked from accessing cutting edge technology and innovative tools and 3rd party services by their lengthy internal data governance processes. They simply can’t access (or share) the data they need to be innovative. 

Synthetic data solves this challenge by creating safe lookalike datasets that preserve all the value and insight of your real data but don’t contain any of the sensitive information. Synthetic data can be dropped into any existing data workflow without any change in process. 
Using synthetic data, financial firms can increase the speed of innovation while maintaining control of information and avoiding the risk of a data security breach.


Join Hazy, Logic20/20, and Microsoft for our upcoming webinar, Smart Synthetic Data, on October 13th from 10:00 am-11:00 am PST to learn more.

Smart Synthetic Data

With outcomes such as increased productivity and faster time to market, many companies have embraced the idea of investing in analytics solutions. But to be successful for the long term, these solutions require a comprehensive change management strategy.  

In this 30-minute talk, you’ll learn how to: 

• Do a current state assessment and create a roadmap for a successful change strategy 
•	Gain and maintain leadership buy-in throughout the lifecycle of a project 
•	Build a data-driven culture and promote data-informed decision making 
•	Use change management to accelerate your analytics adoption and ROI 

Featured speakers include analytics leader Mick Wagner and change management experts Peggy Agress and Fadi Salah. They’ll share change management strategies, key learnings, and how to increase your analytics ROI.

Has your organization been reluctant to embrace the cloud, maybe due to security or cost concerns? In 2021, it’s vital that we dispel these myths and recognize the benefits of a cloud/hybrid cloud strategy.  

Today’s cloud offerings may be more secure than many on-premises infrastructures and have a better ability to scale with your organization. Cloud-based solutions are also enabling utilities companies specifically to take online customer engagement to new levels.  

Join our experts for an interactive discussion on cloud and hybrid cloud strategy within the utilities industry and learn more about beginning your journey to the cloud. Attendees will learn:  

1. Best practices for cloud & cloud hybrid 
2. What the cloud migration journey looks like 
3. Transitioning to the cloud vs. a net new program 
4. How cloud-based solutions can take your customer engagement to new levels

Join Nicholas Kelly, Ethan Silvers, and special guest Ilya Tsapin for a special edition of Between Two Consultants. In this special episode, Ilya will be taking an in-depth look at cloud, and hybrid-cloud strategies that can take your organization to the next level. If you are not far along in your cloud journey but are interested in learning more, don't miss it!

Between Two Consultants is an original series hosted by Logic20/20 leadership that covers various topics based in business and technology in a fun, open, and informative setting.

Cloud & Hybrid Cloud Strategy

Is your data helping you run your business effectively, save money, and drive toward your strategic vision? Or is it sitting in the data equivalent of a musty box at the back of your basement?  
 
We’ve all heard the expression that the world’s most valuable resource is data, but only if its utilized properly, and nothing could be truer. Data can help you achieve your company’s overall strategic vision—if you’ve set yourself up for success by leveraging best practices in data engineering, data science, and visual analytics. 
 
We’re bringing together our analytics leadership team to discuss the top questions they hear from business leaders every day, the places where teams are most likely to get bogged down, and the strategies that high-achieving data consumers leverage when they’re building their data ecosystems.   
 
Attendees will learn:   
 
•	The importance of data and analytics across lines of business 
•	How strategy, tools, and processes work together to form a cohesive strategy 
•	What your overall analytics strategy should look like 
•	How to maximize the impact of your data in achieving your business goals

Employees leave... and it can be expensive. How can you use continuous listening to regularly improve employee experience and reduce attrition?  

Join our panel of subject matter experts for an interactive discussion on how to create a sustainable continuous listening strategy for your HR department. They will be discussing the “why” behind continuous learning, and how to best utilize data to support your HR initiatives. 

Attendees will learn:  
1. Best practices for continuous listening 
2. How to visualize and analyze your data to turn it into actionable insights 
3. The change management strategy to make these changes STICK 
4. And the technologies and strategies that will get you there

OUR PANEL

Victoria Blanshteyn, Employee Sentiments & Insights Program Lead, Chevron 

Victoria designs and leads enterprise-wide employee research initiatives to answer questions about the Chevron workforce, partners with HR and business leaders to deliver key implications, and recommends actions based on data. Victoria holds a Ph.D. in Industrial/Organizational Psychology and has extensive experience developing and implementing enterprise-wide programs, conducting primary research, and translating data into actionable insights. 

Nicholas Kelly, Director of Visual Analytics, Logic20/20 

Nicholas Kelly, Director of Visual Analytics at Logic20/20 has built a career on gaining business insight from data. He is a hands-on leader in analytics with over 16 years of international experience in analytics and dashboard design, adoption, and user experience. 

Rich Sturm, Director of Strategy & Operations, Logic20/20 

Rich Sturm is a Director and Strategy & Operations Practice Lead at Logic20/20 overseeing engagements that include strategy, process optimization, organizational transformation and project management. His 15+ years of consulting experience includes human capital and strategy engagements with an emphasis on organizational alignment and large-scale transformation.

On this episode of Between Two Consultants, Nick and Ethan are joined by consultant Justin, and Richard, a data engineer and senior developer. These two consultants who have been working on a vaccine deployment dashboard, and take a look at the data they've collected so far. They've determined how to best visualize their COVID vaccine data to provide actionable insights to those who are using it.

Learn more about Logic20/20 and data visualization solutions here: https://www.logic2020.com/business-intelligence-dashboards

Connect with Justin on LinkedIn: https://www.linkedin.com/in/justinedralin/
Connect with Richard on LinkedIn: https://www.linkedin.com/in/richard-veino-21b7283/
Connect with Nick on LinkedIn: www.linkedin.com/in/nicholaspkelly/
Connect with Ethan on LinkedIn: www.linkedin.com/in/ethansilvers/

Between Two Consultants - Using data visualization to track COVID vaccinations

“The power of the web is in its universality. Access by everyone regardless of disability is an essential aspect.” – Tim Berners-Lee, Inventor of the World Wide Web

In 2019, plaintiffs filed a record 11,053 accessibility lawsuits based on alleged violations of the Americans with Disabilities Act - an 8.8% jump from 2018. 

In 2021, with more of our lives spent online, digital accessibility and accessibility compliance can’t be ignored. By ensuring all digital experiences are accessible, companies can improve their customer experience while also avoiding costly penalties.

We are joined by guests from Wells Fargo Bank and Logic20/20 to discuss the current state of accessibility, trends transforming the market, and the growing risks of non-compliance. We cover:

- Top accessibility trends and strategies for 2021
- Challenges organizations face in addressing digital accessibility, and how to overcome them
- Effective ways to centralize your organization’s approach
- How to demonstrate ROI for digital accessibility

_____________________________________________________________

Presenters:

Dena Wainwright, VP/Enterprise Digital Accessibility, Wells Fargo Bank

Kevin Moos, Managing Director, Logic2020

Chris Sigala, Chief of Staff, Crownpeak

Kathryn Putt, Product Director, Crownpeak

The State of Digital Accessibility | Fireside Chat Live Replay

The events of 2020 have compelled organizations to fast-track their digital transformation efforts, and no area is experiencing this development more intensely than customer service. Customer expectations continue to increase, even as the shift to a work-from-home workforce and growing demand for contact-less interactions force a re-thinking of how businesses deliver goods and services. 

Join Logic20/20 at our panel event for an in-depth look at three of the trends that are reshaping customer service as we look ahead to 2021 and beyond, and get ready to learn:

•       How companies are adapting to changing customer habits and expectations 
•       Why strategy is critical for aligning customer service and IT 
•       Which platforms are enabling rapid transformation

Digital Transformation

Customer Care

Customer Engagement

Customer Experience

Customer Service

Customer Data

Covid-19

Customer Advocacy

Customer Support

Welcome to the virtualization community on BrightTALK! Whether it affects servers, storage, networks, desktops or other parts of the data center, virtualization provides real benefits by reducing the resources needed for your
infrastructure and creating software-defined data center components. However, it can also complicate your infrastructure. Join this active community to learn best
practices for avoiding virtual machine sprawl and other common virtualization pitfalls as well as how you can make the most of your virtualization environment.

Virtualization

Cloud computing has exploded over the past few years, delivering a previously unimagined level of workplace mobility and flexibility. The cloud computing community on BrightTALK is made up of thousands of engaged professionals learning from the latest cloud computing research and resources. Join the community to expand your cloud computing knowledge and have your questions answered in live sessions with industry experts and vendor representatives.

Cloud Computing

Increasing expectations for good governance, effective risk management and complex demands for corporate compliance are presenting a growing challenge for organizations of all sizes. Join industry thought leaders as they provide you with practical advice on how to implement successful risk and compliance management strategies across your organization. Browse risk management resources in the form of interactive webinars and videos and ask questions of expert GRC professionals.

IT Governance, Risk and Compliance

The data center management community focuses on the holistic management and optimization of the data center. From technologies such as virtualization and cloud computing to data center design, colocation, energy efficiency and monitoring, the BrightTALK data center management community provides the most up-to-date and engaging content from industry experts to better your infrastructure and operations. Engage with a community of your peers and industry experts by asking questions, rating presentations and participating in polls during webinars, all while you gain insight that will help you transform your infrastructure into a next generation data center.

Data Center Management

Enterprise applications have become a crucial piece of infrastructure for many businesses. The enterprise applications community on BrightTALK features the latest insights in enterprise application integration, enterprise application architecture and EAS software. Join the community to gain access to thousands of videos and webinars presented by recognized enterprise information systems experts and arm yourself with the knowledge you need to succeed.

Enterprise Applications

Practicing business intelligence allows your company to transform raw data into sets of insights for targeted business growth. The business intelligence and analytics community on BrightTALK is made up of thousands of data scientists, database administrators, business analysts and other data professionals. Find relevant webinars and videos on business analytics, business intelligence, data analysis and more presented by recognized thought leaders. Join the conversation by participating in live webinars and round table discussions.

Business Intelligence and Analytics

The storage community on BrightTALK is made up of thousands of storage and IT professionals. Find relevant webinars and videos on storage architecture, cloud storage, storage virtualization and more presented by recognized thought leaders. Join the conversation by participating in live webinars and round table discussions.

Storage

Network infrastructure professionals understand that a reliable and secure infrastructure is crucial to enabling business execution. Join the network infrastructure community to interact with thousands of IT professionals. Browse hundreds of on-demand and live webinars and videos to learn about the latest trends in network computing, SDN, WAN optimization and more.

Network Infrastructure

Welcome to the big data and data management community on BrightTALK. Join thousands of data quality engineers, data scientists, database administrators and other professionals to find more information about the hottest topics affecting your data. Subscribe now to learn about efficiently storing, optimizing a complex infrastructure, developing governing policies, ensuring data quality and analyzing data to make better informed decisions. Join the conversation by watching live and on-demand webinars and take the opportunity to interact with top experts and thought leaders in the field.

Big Data and Data Management

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

Join this new, vibrant community to learn and connect with top thought leaders, startups and banks who are disrupting the financial services industry. Keep up with the latest news and trends in Fintech and take part in lively debates on topical issues and challenges.

Fintech

The accounting and finance community on BrightTALK features presentations from leading accountants and finance professionals. The accounting community includes tax planning strategies, QuickBooks webinars and other accounting webinars, while the finance community features presentations on financial capital regulations and forensic data analytics. Join the conversation by attending live financial and accounting presentations and connecting with industry thought leaders.

Meeting sky-high customer service expectations: Are your teams & tech ready?

Presented by

About this talk

Primitive Logic, a Logic20/20 company