Name: 5 trends dominating the 2021 contact centre
Start: 2021-07-19T09:45:00Z
End: 2021-07-19T09:45:25.000Z
Location: BrightTALK
Rating: 0

We are a leading business connectivity, communications and IT services provider to major multinational corporations in around 180 countries. We own an extensive global voice and data network providing managed services, security and network and IT infrastructure services, enabling customers’ digital transformations. 

Your cloud security strategy will have changed over the last 6 months. You will have reacted at pace to the pandemic so now’s the time to pause and re-assess for the future.

Watch here as we explore the trends and topics shaping the future of cloud security. You will also get a unique insight into how our own cloud security strategy has evolved over the last few months. We will share with you how our approach has changed and what the future looks like for us.

Speakers:
o Phil Packman, CISO, BT
o David Stark, Director Security Portfolio, BT
o Michael Wolkowicz, US Sales Director, BT
o Michala Hart, UK Sales Director, BT (Moderator)

A new cloud security strategy for a new normal

Security will play a key role in enabling new hybrid ways of working as the world begins to re-open, with employees increasingly on the move. As hybrid working increases, firms need to be able to quickly adapt their operations to continue to work effectively and compliantly.

But these new models bring increased risk; multiple devices, multiple locations, multiple access points coupled with yet another morphing of the threat landscape as attackers look to take advantage of new weaknesses.

Our webinar will explore:
• the future of work and what this means for security within financial organisations
• the new opportunities for attack
• the key priorities to keep organisations safe and secure
• how to balance the risk with the opportunity

Speakers:
John Burrell, Senior manager Commercial & Business Management, Radianz, BT
David Stark, Security portfolio director, BT
Phil Packman, CISO, commercial contracts for BT

Securing the future of work for the financial organisations

As organisations explore a hybrid workplace model, voice solutions enter an important crossroad. 89% of IT decision makers want to reduce communication costs, and legacy solutions are becoming increasingly expensive to maintain and counter-intuitive to an agile, digital strategy. 

Additionally, as people begin to work across multiple hybrid environments, what role will 5G mobile solutions play in providing greater flexibility, a superior user experience and a consistent voice no matter where they work?

Join us and our partner Cisco for part three of our hybrid headaches webinar series, as we discuss how you can make your voice heard.

Speakers:
Pat Goss, Global head of sales, Digital workplace, BT (Host)
Jan Riechers, Senior manager, global voice solutions, BT
Allan Bond, Senior manager, edge and mobile solutions, BT
DP Venkatesh, GM, Digital, SMB and Strategic Partners, Cisco

Watch the replay of the 'Hybrid headaches' webinar series - Part 2: What is the future of the workplace? - https://www.brighttalk.com/webcast/18985/509803

Watch the replay of the 'Hybrid headaches' webinar series - Part 1: Is choice a double-edged sword? - https://www.brighttalk.com/webcast/18985/498566

'Hybrid headaches webinar series' - Part 3: How do you make your voice heard?

Is your office ready for the future? As the new workplace emerges, you’ll need to combine more agile remote and home working with a safer approach for those returning to the corporate space. All with inherent flexibility to deal with whatever happens next. Join BT and Cisco to explore how you can make this happen:
- connecting your teams, no matter where they are working 
- creating resilience through a more responsive infrastructure 
- securing your new world approach
- the questions you need to be asking to ensure you’re making the right infrastructure choices to support this.

Speakers:
- Dr Nicola Millard, Principal innovation partner at BT
- Dom Elliot, Segment leader service provider EMEAR at Cisco
- Rehana Smith, Senior manager, Edge Solutions at BT

How to create a connected, secure office, ready for your return

Security will play a key role in enabling new hybrid ways of working as the world begins to re-open, with employees increasingly on the move. 

But these new models bring increased risk; multiple devices, multiple locations,  multiple access points coupled with yet another morphing of the threat landscape as attackers look to take advantage of new weaknesses. 

In this webinar we explore:
• the future of work and what this means for security 
• the new opportunities for attack 
• the key security priorities to keep organisations safe
• how to balance the risk with the opportunity 

Speakers:
• Tristan Morgan, Director security advisory services, BT
• Michala Hart, UK security sales director, BT
• Joanna Steed, Senior manager security marketing, BT

Securing the future of work

Global organisations are facing the challenge of developing an inclusive model for hybrid working. How do you build a strategy for digital work, whilst managing the complexities of a safe return to the workplace? 

Whilst technology and outcomes are key, putting people first must always be the starting point. Employee wellbeing and productivity have been put in the spotlight, at the same time as delivering stand-out customer experiences. To accommodate for different personas and workstyles, the need increases for an inclusive strategy that ensures everyone has an equal seat at the table.

Watch our webinar with our partner Cisco as we share a people-first blueprint for a secure and scalable future of work.

Speakers:
• Andrew Small, MD Global Portfolio, BT
• Jeff Boslem, Director of SP & Partner Collaboration Sales, Cisco EMEAR
• James Macpherson, Regional Sales Manager, Collaboration, Cisco EMEAR (Host)

BT and Cisco: Delivering a blueprint for the future of work

Like many people around the world, the chances are you’re thinking about returning to your workplace later this year. But it won’t be the same as it was before. In fact, 60% of business executives believe offices will be very different post-pandemic as hybrid brings a new era for our places of work.

However, there’s no ‘one size fits all’ approach to this new way of working. Organisations need to establish what hybrid means for them, the challenges associated with it and how their workplaces will serve the needs of their employees, now and in the future.

Speakers:
Pat Goss, Head of sales, Digital workplace, BT (Host) 
Dr Nicola Millard, Principal innovation partner, BT 
Jon Martin, Head of meetings portfolio, BT 
Magnus Falk, CIO Advisor for Zoom

'Hybrid headaches' webinar series. Part 2: What is the future of the workplace?

Security thinking has been moving towards Secure Access Service Edge (SASE) for some time now to protect the new dynamic perimeter. It brings together connectivity and network security into a single policy-driven service that provides consistent centrally-managed access and security from edge to edge.

Join our latest webinar as we share our experience and give you unique insight into:
• the BT approach to SASE
• how to move to SASE in the most simple and cost effective way
• how to mitigate the risks of change.

Speakers:
• James Todd, Security CTO, BT
• Tristan Morgan, Director of security advisory services, BT
• David Stark, Security portfolio director, BT

SASE: how to define the most effective strategy

Many organisations are looking to connect their OT and IT environments as part of their Digital Transformation, but this will make their critical OT infrastructure more vulnerable to cyber-attacks.

Threat actors are increasingly targeting OT as an entry point as it's often less well protected. The impact of an attack is far-reaching, from operational disruption to potentially physical safety issues. 

Watch our latest webinar in our as we share insight on how to:
• gain visibility of threats 
• maintain ongoing monitoring
• integrate your OT management into your infrastructure
• define the right use cases for your organisation
• implement controls

Speakers:
• Tristan Morgan, Director, Security advisory services, BT 
• Hila Meller, VP security, Europe, BT
•	Bryan Fite, Security advisory services, BT

When two worlds collide: How to define your IT/OT Security strategy

The average business executive uses 3.5 collaboration tools. Choice can often be seen as a privilege, particularly when it provides better opportunities in the technology space, but what if that same privilege creates a paradox? The beauty of choice, if managed correctly, can enable you to establish and fine tune a successful hybrid workplace strategy to suit the changing needs of your organisation. However, uncontrolled and ill-managed choice can become a burden to both your strategy and workforce – affecting return on investment, productivity and user experience. 

What if you could manage the paradox of choice to firmly establish your hybrid strategy and effectively enable your workforce with the right technology? 

Speakers:
Colin Pratt, Digital workplace director, BT
Jon Martin, Head of meetings portfolio, BT
Pat Goss, Head of sales, digital workplace, BT (Host)

'Hybrid headaches' webinar series - Part 1: Is choice a double-edged sword?

Coronavirus completely transformed the way organisations enable their workforces. The pandemic has accelerated the shift to creating an effective digital office and utilising collaboration tools, with video meeting usage increasing more than 300%. As many organisations continue to rely heavily on remote working, they face the challenge of how to provide an engaging, effective and productive meeting experience for their workforces. 

Watch this webinar as we explore the trends, insights and expertise behind enabling a brilliant remote meeting experience.

Speakers:
- Dr Nicola Millard, Principal innovation partner, BT
- Binita Jilka, Senior manager, User adoption, BT 
- Chris Moss, Vice president & sales CTO, Poly

Do more brilliant remote meetings - and less time on mute

As organizations shape their new future, they need flexibility and a laser-like focus on experience. That’s why many are accelerating their move to SD-WAN.

Choosing the right technology is part of the answer to a successful puzzle, but you need all the right pieces in the right places.

In this webinar, we’ll explain the other key factors you need to consider in building your solution, including everything from skills to service to security.

Our speakers have been involved in the deployment of thousands of SD-WAN sites across the globe, including Scott Cowling, who leads on our network portfolio, Anne-Gaelle Santos, our SD-WAN portfolio lead and Stephen Moss, head of service operations and dynamic network services.

How do you solve the SD-WAN puzzle?

The decisions you take now about your cloud strategy will undoubtably impact your business in the future. So, how do you know you’re making the best choices? It all starts with picking the right managed service provider.

In our webinar, together with VMware, we explore: 
• the value of a managed service provider in delivering a hybrid cloud strategy
• the top 5 most important considerations when working with a managed service provider
• the criteria you need to make a fair evaluation.

Watch us and partner VMWare to learn how we are using our experience and expertise to get it right for customers. Reshape your infrastructure today.

Speakers:
• Dave Funnell, Senior manager, Cloud provider business, VMware 
• David Simpkins, General manager, managed services and public cloud, BT 
• Sujoy Mukherjee, Product manager, Private cloud, BT
•	Maurice Nettesheim, Head of cloud compute and shared service portfolio, BT

5 key considerations when choosing a cloud managed service provider

Global organisations like yours are experiencing the collaboration conundrum – how to help your people work together seamlessly and effectively. 

70% of business executives agree better collaboration would make a big improvement to their organisation’s success. Businesses want to deliver the best meeting experience, future-proof their voice solutions and create engaging places of work for their people. However, doing all this whilst delivering a brilliant user experience, maintaining rock-solid security and controlling costs is tricky and often complex for global organisations. 

Speakers:
Pat Goss, Global head of sales, Digital workplace, BT
Jon Martin, Senior manager, Meetings portfolio, BT
Jenni Rantakari, General manager, Modern work solutions for EMEA, Microsoft

How do you solve the collaboration conundrum?

No-one could have predicted how quickly you’ve had to re-think the way your teams connect and collaborate. But now you have the infrastructure in place for flexible working, what happens next? If you’re to succeed and create greater resiliency for the future, you’ll need complete visibility and control of how users are consuming applications in order to ensure the best, most secure experiences.

In our virtual roundtable, together with Riverbed we’ll explore:
•why visibility of end user experience is so critical right now
•the limitations of traditional network and application performance management
•how visibility and acceleration can be used to help achieve business goals. 

Speakers:
•Joe Bombagi, Director, Solutions engineering, Riverbed
•Mark Burton, Senior technical alliance manager, Riverbed
•Adrian Comley, Senior manager, Managed network services, BT 
•Lotie Parker, Senior consultant, BT Consulting

Create consistent user experiences to get your business thriving again

In a rapidly shifting threat landscape, understanding adversary behavior and the biggest threats to your business is a constant challenge. The increasing number of threat actors, the loss of the network perimeter with cloud and a rise in remote working and connected devices to the network, all increase the number and types of threats you are exposed to.

The evolution of threat detection

Cybersecurity – and user perceptions of cybersecurity – will determine the success of digital businesses everywhere.

For the first time, we’ve canvassed the opinions of over 7000 business leaders, employees and consumers from across the world on their attitudes to cyber security. We've identified five major trends that are changing the role of the CISO, and some worrying behaviours that show the need for a strategic response.

Speakers:
- Marcus Hickman, Director, Davies Hickman Partners
- Tristan Morgan, Director of security advisory services, BT
- Robert Daniels, Senior manager, Security portfolio strategy & propositions, BT
- Joanna Steed, Senior manager, Security marketing, BT

5 cybersecurity insights that will shape 2021

For many companies, the cloud is the only viable way to manage the future of work. Only a cloud-based infrastructure can offer the scalability, flexibility, simplified costs, and improved user experiences pandemic and post-pandemic working calls for. 

But while the cloud provides a number of clear security advantages, it’s important to be aware of the new risks moving to the cloud brings. We can help you avoid common migration difficulties, develop your cloud strategy, and embrace the fast, flexible, and agile benefits of cloud consumption without increasing your security risk.

In our next webinar in the security insights and trends series we will explore:
- how the future of work is moving the cloud forward
- 5 tips to secure the cloud with confidence as you evolve your strategy.

Speakers:
• Shirley Wardle, Senior Manager, Global Security Partners, BT
• Phil Packman, CISO, BT
• Greg Day, CISO AMEA, Palo Alto Networks

5 tips to secure a cloud-based world

Last year, we looked at five trends in customer experience for 2020. Coronavirus has been a huge catalyst for change in the contact centre. But how has the pandemic changed what consumers expect from you and equally, how your agents feel?  Are new expectations and behaviours here to stay?

Our research with Cisco shows that the phone is definitely not dead, but what’s surprising is that a huge 85% of consumers now want to use video chat when things go wrong with self-service.
Join us as we discover the top three trend shifts and what it means for your business.

Speakers:
Kate Denison, Head of portfolio and product marketing, BT
Andrew Small, Digital solutions director, BT
Nicola Millard, Principal innovation partner, BT
Jeff Boslem, Regional director, EMEAR Cloud and hosted collaboration, Cisco

5 trends dominating the 2021 contact centre

Digital Transformation

Covid-19

Customer Experience

Innovation

Remote Office

Contact Center

Collaboration

Coronavirus

Connectivity

Security

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

Welcome to the mobile computing community on BrightTALK! With the consumerization of IT and the widespread adoption of mobile devices across the globe, mobile computing has become an important part of many people's lives in a culture of bring your own device (BYOD). With mobile devices doubling as work phones and more employees working from home, businesses need to provide secure access to data and work applications from anywhere at any time. Join this growing community and hear from industry thought leaders in webinars and videos as they share their insight on mobile computing research and trends.

Mobile Computing

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

The application development community features top thought leadership focusing on optimal practices in software development, SDLC methodology, mobile app development and application development platforms and tools. Join top software engineers and coders as they cover emerging trends in everything from enterprise app development to developing for mobile platforms such as Android and iOS.

Application Development

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 unexpected nature of natural disasters and other disruptive events means that preparation is key to managing disaster recovery and business continuity planning. Join the business continuity and disaster recovery community for live and recorded presentations discussing best practices for business continuity planning, disaster recovery programs and business continuity management. Learn from BCDR experts to develop your critical infrastructure and gain insight into tactical solutions to your BCDR issues.

Business Continuity / Disaster Recovery

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

Join thousands of engaged IT professionals in the application management community on BrightTALK. Interact with your peers in relevant webinars and videos on the latest trends and best practices for application lifecycle management, application performance management and application development.

Application Management

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

The IT project management community on BrightTALK includes thousands of IT project and portfolio management professionals. Find relevant webinars and videos on agile methodologies, scrum strategy, project management processes and more. Attend live webinars or view on demand content presented by recognized thought leaders in the IT project management industry.

IT Project Management

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

Get powerful end user computing insights from influential EUC experts. Connect with thought leaders and colleagues to get the most up-to-date knowledge on effective approaches to get non-programmers to create working applications.

End User Computing

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

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.

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.

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.

Human Resources

Get powerful emerging technology insights from influential experts. Connect with thought leaders and colleagues to get the most up-to-date knowledge on technologies like 3D printing, pervasive robotics, natural interfaces, connected everything and cognitive systems.

Emerging Technologies

Get powerful manufacturing insights from influential experts. Connect with thought leaders and colleagues to get the most up-to-date knowledge on strategies and techniques to accelerate production cycles while increasing efficiencies and improving profitability.

Manufacturing

The research and development community on BrightTALK brings together leading professionals in healthcare, technology and manufacturing to present on current topics in their fields. From big data in healthcare to online forensics training and medical research practices, the community is an exceptional resource for those looking to expand their knowledge. Be part of the conversation by joining the community and participating in interactive live webinars.

Research and Development

Leadership styles are continually evolving to incorporate new ways of thinking about employee satisfaction, motivation and performance. Find webinars and videos on the strategies, techniques and qualities that make an effective leader. By participating in this community you will gain insight into current leadership theories and how to optimize employee performance.

Leadership

Get powerful insights to run your business. CEOs, CFOs, CMOs, COOs, CTOs and CIOs are among the leaders in this community who connect with peers and experts to grow their businesses.

CxO Strategy

Get powerful operations insights for your business. Connect with experts and colleagues to get the most up-to-date knowledge on which systems and processes are driving operational efficiency, maximizing value and customer success.

Operations

In the business management community, commercial experts will be sharing webinars and videos on an array of subjects. From sales and marketing, to finance, productivity and growth, this content will help you stay up-to-date with the current economic environment and provide timely management insight to drive business growth.

5 trends dominating the 2021 contact centre

Presented by

About this talk

More from this channel