Beyond ITSM: Managing to Service Value

Intelligent Customer Engagement Series [Ep.5]: CX Success Stories Require Technology, Leadership, Data

A great story requires more than a compelling narrative. Marketing teams can significantly elevate their success with the right combination of leadership, technology, and data derived from well-planned customer interviews.

Crafting that perfect story requires an expanded mindset about what comprises “marketing.”

In this webinar, join Nemertes Research President Robin Gareiss, who recently completed detailed research with 518 companies on how they use advanced technologies and reshape their organizational structure to improve customer experience. Based on this research and her experience as a journalist, marketing content developer, and CX advisor, she will cover:

1. Organizational overhaul: Why a Chief Customer Officer is vital, and how the CMO and CCO work together for joint success.
2. Technology leverage: What are the key technologies and contact-center initiatives that result in measurable CX success—ultimately delivering crucial data to marketing teams that support their success stories?
3. The perfect story: How to conduct interviews that get real-world data to support your mission.

Cloud and Cybersecurity Series [Ep.4] Next-Generation Cybersecurity - Technology Foundations

The bad news? Threats evolve. Bad actors continue to improve their games.
The good news? Cybersecurity technology is also evolving and improving. This webinar drills down into the emerging technologies that successful cybersecurity organizations are deploying to protect their firms. Find out what works, what's a waste of resources--and how to deploy the technologies that work.

Intelligent Customer Engagement Series [Ep.4]: Analytics' Role in Improving DCX

Information is king, and without both real-time and historical data, it's nearly impossible to deliver the experience customers are expecting.

Analytics tools are providing incredible insight to companies about customer sentiment, agent performance, and predictive actions.

In this webinar, learn how successful organizations are using analytics to drive more revenue, reduce costs, and improve the customer experience.

Cloud and Cybersecurity Series [Ep.3]: Succeeding in the Multicloud

With most IT work being done in the cloud, what does it mean to be successful and what are the characteristics of highly successful cloud enterprises?

We'll dig into the what it means to be successful in the cloud and what successful organizations do more of (and less of) than their less successful peers. We'll look across technologies adopted, organizational and operational practices, and vendors embraced.

This webinar presents the highlights of Nemertes' in-depth research study of 335 organizations in 11 countries across a range of vertical industries. Later episodes will discuss security topics as well as focusing in on application development and security.

Cloud and Cybersecurity Series [Ep. 2]: Mastering Multicloud - Architectures, Organizations, Building Blocks

In 2019 the balance tipped, and for the first time the majority of enterprise IT workloads are running in the cloud, not in a data center.

Enterprise IT staff need to stop thinking of cloud solutions as islands of function and special cases and begin to think of pulling it all together into a cohesive multicloud. We'll lay out the major categories of tools and systems and how they fit together, and at the organizational structures and operational practices needed to support multicloud operations.

This webinar presents the highlights of Nemertes' in-depth research study of 335 organizations in 11 countries across a range of vertical industries. Later episodes will discuss cloud organizations and operational practices, and success metrics and best practices for cloud organizations.

Intelligent Customer Engagement Series [Ep 3]: The Agent Experience - From Good to Great

Although organizations are busy adding self-service channels, and AI-enabled chatbots or virtual agents to their customer engagement strategies, there is no replacement for the human touch.

Successful companies are transforming the agent experience, delivering better coaching, more analytics, and improved compensation packages.

Learn how you can leverage AI and analytics to reduce contact center agent turnover rates--and ultimately improve the customer experience.

Cloud & Cybersecurity Series [Ep.1]: Success Metrics, Best Practices & More

What does it take for enterprise cybersecurity teams to "up their games" to the next level of cybersecurity? What does it mean to be a "successful" cybersecurity organization, and what technologies and practices does it take to become one?

This webinar presents the highlights of Nemertes' in-depth research study of 335 organizations in 11 countries across a range of vertical industries.

We separated the best from the rest, and took an in-depth look into what made the most successful organizations that way. Participants will come away with best practices, tools, technologies, and organizational structures that contribute to success. Most importantly, they'll learn how to measure cybersecurity success--and their progress towards it.

Intelligent Customer Engagement Series [Ep.2]: Top 5 'Must-Haves' for Your Next-Generation Contact Center

Contact centers are changing--drastically and swiftly. If you're not keeping pace--or exceeding it--you'll be at a competitive disadvantage.

Learn what successful companies are doing with areas such as agent experience, interaction channels, and emerging technologies.

Based on Nemertes' brand new, detailed, Customer Experience research study with 518 organizations, this webinar will explain the five crucial items that must be on your priority list to ensure your contact center is positioned to deliver successful customer experiences.

As AI-enabled tools continue to make a mark on IT operations, the face of proactive problem and incident management in the enterprise is starting to change.

From making IT staff roles’ easier to encouraging self-service, there is a broad range of AI-powered solutions on offer. Join leading ITSM experts as they debate the complexities, functionalities, benefits and considerations of next-generation cloud and hybrid problem and incident management tools.

Moderator: Elisabeth Thomas, Launch Product Marketing
Panellists: Christoph Goldenstern - VP, Kepner Tregoe; Mohan Kompella - VP, BigPanda and Beverly Weed-Shertzer - ITSM Author

Intelligent Customer Engagement Series [Ep.1] AI Drives Measurable Success in Customer Engagement

Nearly 50% more companies are using or planning to use AI in their customer engagement initiatives.
Nemertes recently studied how 518 companies are using AI and analytics to improve their customer experiences. This webinar details:
• how these companies use AI
• what measurable improvements resulted.

This webinar is brought to you by the Vivit US Government Solutions Special Interest Group.

Objective: Learn how to leverage the Cloud for realistic Performance Testing.

Cloud Burst, a Micro Focus performance testing solution, is the only product on the market today that can automatically support your scalable performance testing needs in the Government FedRAMP Cloud environments.

See how your testing can be hosted in a Private Secure Gov Cloud environment to automatically execute performance or stress test completely within the Gov Cloud environments, or from various cloud regions around the world, simulating real user’s experience during the performance test.

Watch the live demo running in the FedRAMP Gov Cloud regions to see how easy, quickly and affordably you can plan, design and execute your application performance testing requirements.

This offering with flexible pricing, allows clients to leverage their investment in the Micro Focus ADM software solutions, increasing their ROI, while reducing risk and adding value to their organization’s internal and external users.