Raise the Bar on Service Quality: KPIs that Drive Value

Understanding why a continous delivery model will work for you and transitioning to it are two very different things. From working out which technology needs to be seamlessly integrated, and how to automate the application lifecycle, adopting a DevOps mindset and implementing its delivery can be confusing, stressful and overwhelming.

Join this webinar, live and on demand, to hear DevOps experts discuss how to build a DevOps strategy that makes technical and business sense without the noise and chaos.

Traditional ITSM practices such as ITIL are being challenged by DevOps teams. Does a DevOps team still need an ITSM system? Can we not just use one single backlog to manage all our work including incidents and requests? Do we still need a CAB for change approvals? Is the traditional CMDB suitable for the dynamic cloud environment? Learn all about how ITSM needs be transformed to leverage the DevOps way of working.

How does ITIL 4 contribute to the digital enterprise?
What is a digital enterprise, for that matter, and which digital capabilities are required?
How does the digital operating model contribute to transforming the enterprise?
What’s the importance of planned and emergent continual improvement in keeping up with dynamic digital demand?
How is the role of management changing?
Which resources and practices do ITSM practitioners have at their disposal to co-create value from digital investments?

This talk will explore these questions and more.

Cloud and Cybersecurity Series [Ep.6]: Next-Generation Cybersecurity: Policy Process and Organization

Resources are finite. So deploying them wisely is what differentiates successful cybersecurity organizations from those that are less successful. Find out how these successful cybersecurity organizations are structured, what policies they have in place, and what strategies they do—and don’t—follow to protect their enterprise organizations.

Cloud and Cybersecurity Series [Ep.5]: Application Security Meets Multicloud

Enterprises are developing and buying applications to run everywhere: across multiple clouds, multiple data centers, desktops, mobile devices, and IoT devices. In a multicloud environment, IT needs to take a multipronged approach to securing applications.

We'll how organizations approach securing their applications for the multicloud, ranging from changes in the development process to the embrace of security technologies including IAMaaS, microservice authentication, and enterprise secure cloud access and policy enforcement (ESCAPE).

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

Intelligent Customer Engagement Series [Ep.6]: Setting Budgets, Finding Stakeholders for AI-Enabled DCX Projects

As IT and business leaders evaluate their how to use AI to improve customer experience, one of the biggest roadblocks is funding.

This webinar provides step-by-step guidance on finding stakeholders to fund the projects, with specific data on how much companies are spending today on their AI-enabled initiatives.

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.