Name: DCX Series [Ep. 3]: Customer Experience Metrics That Matter
Start: 2018-09-06T15:00:00Z
End: 2018-09-06T15:46:15.000Z
Location: BrightTALK
Rating: 0

The IT Specialist Network is one of the leading online networks with over 500,000 members and growing. Our speakers are leading IT professionals and executives with a wealth of knowledge and experience in the selection,  evaluation and implementation of information technology.

We all know technology can improve the customer experience, but exactly which technologies and how do we apply them? Too much technology, too quickly deployed can result in frustration and failure. 
In this webinar, we will review some fascinating, real-world case studies of how companies transformed their customer experience. We'll address:
• What were their challenges?
• Which technologies were key in their transformation?
• Who ran the project?
• How did they measure success?

We look forward to sharing this information with you!

DCX [Ep.4]: Digital Transformation - Success Stories for Customer Engagement

Michelle Major-Goldsmith and Simon Dorst of Kinetic IT will discuss the role of VeriSM in digital transformation, and its relation to ITIL and other service management practices.

VeriSM™ - Exploring the New (Service Management) Kid in Town

Cybersecurity professionals do a great job when it comes to understanding, and mitigating, technical and functional risk. 

But CEOs and board members tend to think in terms of business risk. This webinar shows cybersecurity professionals how to articulate requirements in business terms. With that knowledge, they can build the case for cybersecurity tools, staffing, and initiatives in a way that business professionals will understand--and fund.

Building a Risk-Based Business Case for Cybersecurity

Demonstration of the Badged IT Services Marketplace and beta program overview.

IT Services Marketplace Demo

May 25th 2018 is the deadline day for achieving General Data Protection Regulation (GDPR) compliance. It is also only the beginning of GDPR.

Discover what GDPR means for your organization, how it affects US businesses and why it's important to be GDPR compliant. 

Join this interactive Q&A panel discussion with industry experts to learn more about:
- The intersection of GDPR, privacy and cybersecurity
- How GDPR affects data governance, breach disclosures and overall data protection
- Recommendations for improving your organization's cyber resilience 

Speakers:
- Brian Rutledge, Principal Security Engineer at Spanning
- Kalani Enos, IT Security Manager, FARO Technologies
- Heather Stratford, CEO of Stronger.tech

The Future of GDPR: Compliance beyond Deadline Day

As organisations seek to improve the quality of IT services, perhaps through SIAM or cloud provisioning, the traditional SLA targets and performance measures we hold dear are no longer appropriate.

This talk will look at the common pitfalls and make some recommendations as to measures which will drive the correct behaviours in your internal and external support teams.

Metrics drive behaviours: How to avoid common IT metric mistakes

Cloud…outsourcing…Platform as a Service…all of these could make IT irrelevant, so how do you prevent this? By providing value every day and by running IT as a Business. Great catch-phrase, but what does it mean? In a nutshell: knowing the services IT is providing, what they cost to operate and whether they provide value, and by staying on the cutting edge of technology even with todays fast pace of change, so that the business you support remains competitive. This webinar addresses the basic building blocks you need to run like a business: defining services and offerings, layering in financial management and charge-backs/show-backs so you understand the costs of these offerings and how to pull it all together in a way that helps you run as a business does, even if it’s only on paper.

From Cost Center to Profit Center

Rob Akershoek, Solutions Architect at Shell and part of the IT4IT Forum, discuss the challenges and opportunities of running IT as a business.  Running IT as a business is more than finances and cutting cost – it’s about IT quality.

Running IT as a Business

Today, simply meeting the service commitments of the business consistently may no longer be considered enough. 

Your business customers will over time have an expectation of increasing ‘value’ from their investment in the IT services you provide.

Continual Service Improvement (CSI) provides an opportunity to exploit the insight, knowledge and skills of your people to identify and drive improvements to your IT services that add value to the customer and begin to positively influence their perception of getting value for money from their IT service provider.

However, there is no value in CSI if the improvements provided are not focused on what your customer considers important to them. Equally, if the CSI improvements are not communicated to your customer and explained in a way that demonstrates tangible business value then this is a missed opportunity to demonstrate value and enhance customer satisfaction.

In this session, we explore the essential ‘CSI Building Blocks’ required to ensure that CSI becomes a core capability for the IT service provider to demonstrate value for money from the IT services provided to their customers.

This session will provide learning and guidance on:- 
The importance of demonstrating value to ensure commercial success….and the challenge for the IT Service Provider 
Understanding the concepts & characteristics of ‘value ‘
Understanding how CSI can provide ‘Value Add’ and positively influence customer perception of value for money
The essential ‘Building Blocks ‘ to enable CSI as an approach demonstrate the value provided from the IT Service providers people and capabilities

The ‘CSI Building Blocks’ include the need to apply ‘Outside In’ thinking to your ITSM strategy, understanding the importance of purpose and contribution in motivating your people to drive CSI in the workplace, the importance of business measures to convey business value and the importance of a ‘target and tailor’ approach to customer communications.

How to Demonstrate Value - The CSI Building Blocks

Endpoint security represents the frontline in your fight against cybercriminals. Despite the relative maturity of the endpoint security market, new threats and evolving attacker capabilities have proven traditional approaches inadequate - and left organizations exposed. 

Guest speaker Forrester Senior Analyst Chris Sherman and Nyotron's Senior Director of Product Management Rene Kolga will discuss the current state of endpoint security while highlighting a path forward for organizations looking to re-focus their strategies to combat current threats. 

Attendees will learn:

• Which threats are causing the most difficulties for traditional 
           endpoint security approaches
• Why organizations need to balance positive and negative security 
           approaches
•How to layer multiple tools for maximum protection

Endpoint Security: The Right Balance Between Positive and Negative Approaches

With data breaches on the rise, enterprises worldwide are looking to implement better technologies and processes for faster breach detection and response, as well as train all employees to be cyber aware. 

Join this interactive Q&A panel to learn more about:
- Key factors for building a successful CISO strategy
- Why breach prevention matters
- True costs of breaches
- Technological solutions to consider for a more cyber resilient enterprise
- How AI/machine learning and human talent can work together
- Top threats to look out for in 2018

Speakers: 
- Amar Singh, CEO & Founder, Wisdom of Crowds, Cyber Management Alliance
- Simon Moor, VP for Northern Europe, FireEye
- Bob Honour, EMEA Marketing Director, SonicWall

[Panel] Building Effective Cyber Defense

Having a strong buy-in from the highest level of executive leadership in your organization is a key factor for a successful implementation of your CISO strategy. With high-profile breaches on the rise and a company's reputation at stake, cybersecurity is a top-of-mind issue for CISOs. 

Join this interactive Q&A panel to learn more about:
- Key factors for building a successful CISO strategy
- Selling your security strategy to the Board 
- Why your Board should be up to date on cybersecurity 
- Top threats to look out for in 2018

Speakers: 
- Ben Johnson, CTO of Obsidian Security
- Deidre Diamond, Founder and CEO, CyberSN
- Dr. Christopher Pierson, CEO of Binary Sun Cyber Risk Advisors

[Webcam Panel] CISO Strategy & the Boardroom

This case study examines how a major NHS organisation used Richard Thaler’s Nudge strategies to redirect employee behaviour and create a culture of cyber vigilance. 

Join this webinar presentation to learn:
- Key lessons on the value of micro-marketing
- Lessons from cybernetics
- The value of cyber resilience in healthcare

About the Presenter:
Robin Smith is a former cybersecurity lead analyst in UK Police Service. He has authored four books on cyber security and is currently working on a documentary feature examining the impact of cyber-crime on society for release in 2018.  He has previously worked in UK health sector, telecommunications and was formerly a lecturer at Loughborough University in Information Risk Strategy.

Using Behavioural Economics to Raise Digital Resilience Amongst Employees

Anonymization and Pseudonymization are ways GDPR recommends to De-Identify personal data. By making it impossible or impractical to connect personal data to an identifiable person, data controllers and processors may be able to do the processing and storage of personal data outside the scope of the GDPR.

Join this webinar to learn the GDPR requirements for managing personal information and digital identity.

GDPR and Security: De-Identifying Personal Data

Listen to Sophie Legault, Director of T&D Business Unit at EXFO as she talks about the 4G to 5G transition, the implication of highly dense networks, impact on the costs of maintenance on fronthaul networks and the challenges MNOs may face. She will also delve into best practices for addressing interference and PIM in mobile networks and improving the quality of fiber-based fronthaul and CRAN deployments.

Remote Testing and Monitoring to Boost Fronthaul and C-RAN Efficiencies

Digital workplace initiatives broadly expand applications and customization available to employees.  During this webinar, we will cover: 
• What is a digital workplace initiative, and the phases of deployment?
• What technologies and capabilities are included? Which vendors are the most critical?
• How soon will digital workplace initiatives incorporate artificial intelligence, human-to-machine interfaces, always-on collaboration, and other advanced technologies?
• Who is leading these initiatives? How involved are the business units, and which ones?
• What cultural or operational changes must be considered?

We look forward to sharing this information with you!

Digital Workplace: Transforming the Employee Experience

Performance Engineering Personnel Mining

How frustrating is it to find qualified and reliable performance engineering talent in today’s hiring market?  This talk will cover some challenges and success strategies in hiring that basic scripter all the way up to the rare full stack performance engineering unicorn.  What to look for, what to avoid, how to handle technology interview fraud.

Join us for the next Quality & Testing SIG Talk on Tuesday, February 13, 2018: http://www.vivit-worldwide.org/events/EventDetails.aspx?id=1057043&group=.

Q&T SIG Talk Series: Ep. 4 Performance Engineering Personnel Mining

What makes a truly successful customer interaction? How does that one interaction escalate into an engaged customer with a positive overall customer experience? And more broadly speaking, how do companies evaluate their overall customer engagement strategies? 

Based on Nemertes' real-world data, we'll review the metrics companies use to evaluate customer success, why, and how much improvement they are seeing. We will cover: 
• Revenue increase (overall and digital)
• CSAT, NPS and other rating changes
• Cost reduction
• Agent retention
• Customer retention

We look forward to sharing this information with you!

DCX Series [Ep. 3]: Customer Experience Metrics That Matter

Success Metrics

Contact Center

Customer Engagement

Customer Experience

Omnichannel

Channels

Metrics

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

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

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

The IT security community on BrightTALK is composed of more than 200,000 IT security professionals trading relevant information on software assurance, network security and mobile security. Join the conversation by watching on-demand and live information security webinars and asking questions of experts and industry leaders.

IT Security

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

Unified communications improve collaboration and increase productivity among employees through technologies such as VoIP, instant messaging and social media. Join this community to learn how to benefit from the full value of unified communications and collaboration technologies.

Collaboration and UC

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

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.

DCX Series [Ep. 3]: Customer Experience Metrics That Matter

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