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Live Webcast: Transforming Customer Engagement to Positive Customer Advocacy

In this webcast, Opus Research’s Dan Miller will introduces a presentation by Jennifer Rufati, Head of Customer Operations Customer Service Centres at Australia’s Westpac Bank. Rufati will deliver a presentation that includes details about how Westpac encourages customers to use a multiplicity of communications channels, including social media platforms, to conduct their banking and satisfy customer care requirements. Based on “Net Promoter Scores,” they have tangible evidence that they have turned customer into advocates.
Recorded Jul 26 2011 49 mins
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Jennifer Rufati, Head of Customer Operations Customer Services, Westpac Bank - Dan Miller, Senior Analyst, Opus Research
Presentation preview: Live Webcast: Transforming Customer Engagement to Positive Customer Advocacy
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Opus Research

  • Multifactor Password-Free Security for Computer Access Recorded: Oct 11 2018 57 mins
    Ravin Sanjith, Program Director, Opus Research | John Spencer, Chief Product Officer, Veridium
    The ‘mobile first’ movement has resulted in most UX investments being focused on smartphones, tablets, smart home devices, etc. However, the faithful computer and laptop continues to be the workhorse of the masses and is where the most demanding and high-security tasks are performed. So why is it that there are no user-friendly and secure solutions for authenticating into computers and laptops?

    The insecurity of passwords is a UX problem, and shortcuts to make them easier lead to security risks, which lead to breaches. Most of the much-publicized mega-data breaches the past few years have been because of compromised or stolen passwords. According to the 2017 Verizon Data Breach Incident Report, faulty passwords were responsible for 63% of all confirmed data breaches between 2016 and 2017.

    Finally, the combination of sensor-rich smartphones and biometric authentication are making it possible to eliminate passwords entirely.

    Using Veridium’s solutions, the challenges of unlocking and logging into a workstation have been overcome. In this webinar, you will enter a world that has continuous seamless logins with little friction. That world is being made possible through Veridium’s disruptive approach to authentication.

    In this webinar you will learn how:
    - Enable secure passwordless logins online and offline
    - Advanced smartphone capabilities can be leveraged to improve access
    - To reduce the risk of large-scale data breaches by eliminating passwords
    Watch now
  • Global Survey: Drivers For Deploying Speech Analytics (Year 3) Recorded: Aug 23 2018 48 mins
    Derek Top, Research Director; Dan Miller, Lead Analyst & Founder; Samith Ramachandran (VP, Products)
    In its third year, Opus Research unveils key findings from a global survey 500 of contact center and customer experience decision-makers regarding their criteria for evaluating and deploying Speech Analytics platforms and services. This global tracking study documents changes in the perceived value of Speech Analytics on contact center operations, workforce optimization, customer experience and business insights.

    Join Derek Top (Director of Research) and Dan Miller (Lead Analyst & Founder) with Opus Research, along with Samith Ramachandran (VP, Products, Uniphore), as they discuss the findings from this global tracking story and its implications for enterprise customer care strategies.
    Watch now
  • How to Build a True Conversational Messaging Platform Recorded: Aug 2 2018 49 mins
    Abinash Tripathy, Helpshift; Dan Miller and Mitch Lieberman, Opus Research
    Brands in every industry and geography feel an urgency to meet the conversational needs of their customers. Executives walk the fiscal tightrope between exceptional customer experiences and operational efficiency. Today’s contact center, as the communications hub for customers, is caught in the middle of the battle. Customers value fast, frictionless convenience; executives must invest accordingly.

    Join Opus Research Lead Analyst Dan Miller and Program Director Mitch Lieberman, with Abinash Tripathy, Chief Strategy Officer and Co-Founder from Helpshift, as they address the urgent topics that help brands and enterprises supercharge customer service experiences, including:

    * How digital messaging promotes operational excellence while meeting — and exceeding — customer needs
    * Strategic steps necessary to support top-line growth and in-depth customer engagement
    * How brands infuse intelligence, accuracy, and precision into company/customer conversations
    * How to leverage investments and resources to build the next generation of customer service and support
    Watch now
  • Voice Biometrics and Deep Neural Networks: Intelligent Auth, Seamless CX Recorded: Mar 6 2018 47 mins
    Ravin Sanjith, Opus Research, Dan Miller, Opus Research, Matt Garland, Pindrop
    The mixture of ever-increasing computing power, storage capacity and machine learning is enabling new, holistic security solutions for enterprise contact centers and customer support channels. Pindrop has leveraged it’s extensive access to hundreds of millions of calls per year via its anti-fraud solution and Phoneprinting™ technology to deliver their latest Deep Voice™ biometric engine, enabling the next generation of multi-layered security, intelligent authentication, and cross-platform identity.

    In this webinar, join Opus Research and Pindrop to learn how Pindrop’s proprietary Deep Voice biometric technology marries Deep Neural Networks and Voice Biometrics to overcome the cumbersome processes involved with enrollment, verification accuracy and fraud prevention to help contact centers deliver rich, natural, and secure voice experiences.
    Watch now
  • Executive Survey -- Drivers for Deploying Speech Analytics Recorded: Nov 8 2017 48 mins
    Dan Miller, Lead Analyst, Opus Research; Derek Top, Research Director, Opus Research; Uniphore
    In the second year of a global tracking study, Opus Research presents findings from a survey of 500 business decision-makers to understand their perspectives in evaluating and deploying Speech Analytics platforms and services.

    This study, commissioned by Uniphore, documents critical datapoints in the perceived value of Speech Analytics and its impact on contact center operations, compliance and regulation, workforce optimization, customer experience and delivering a return on investment.

    Attendees to this webinar will receive a complimentary copy of the report “Executive Survey: Drivers for Deploying Speech Analytics (2017 Edition)."

    On Wednesday, November 8th (8:30 PM IST | 11 AM EST | 8 AM PST), join Dan Miller, lead analyst & founder at Opus Research, Derek Top, director of research with Opus Research, and representatives from Uniphore, as they unveil the key findings from this definitive report on speech analytics.
    Watch now
  • Delivering Serious ROI through Intelligent Assistants Recorded: Aug 29 2017 48 mins
    Opus Research, Synthetix
    With ever-mounting pressure on customer experience, marketing and contact center professionals to deliver and chatbots and virtual agents, deploying an enterprise intelligent assistant requires a comprehensive business plan and deployment strategy.

    In this webinar, Opus Research and representatives from Synthetix, outline:
    •Differences between glorified FAQs and intelligent assistants
    •Choosing the right technology to enable ROI
    •How to build a successful business case
    •Real-world lessons learned from a intelligent assistant case study
    Watch now
  • Guidelines for Deploying Mobile Biometrics in Financial Services Recorded: Jul 11 2017 46 mins
    Ravin Sanjith: Opus Research. Dan Miller: Opus Research, Bob Reany: Mastercard
    Biometrics are proving to be a superior way to authenticate and make digital financial services more secure, but organizational implementations are lagging. As biometrics are more widely adopted by consumers for financial and non-financial use cases, banks are challenged to match higher user experience standards.

    In this webinar, Opus Research discusses findings from a joint report by Mastercard and the University of Oxford offering key insights for business, customer experience and systems owners to consider when deploying mobile biometrics including a prescriptive checklist for implementation, strategy, and tactics
    Watch now
  • Getting Voice Biometrics Authentication Right in Financial Services Recorded: Jun 8 2017 47 mins
    Dan Miller, Lead Analyst, Opus Research; Ravin Sanjith, Director, Opus Research; Interactions LLC
    As financial service companies battle to build customer loyalty and increase security in the age of FinTech, providing efficient, secure and personal services is a source of competitive advantage. The rapid growth of voice biometrics authentication demonstrates it is a convenient and secure way to authenticate real customers, detect impostors and prevent fraud. 

    In this webinar, join Interactions and Opus Research as they describe the steps that financial service companies should take to incorporate voice biometrics authentication into the customer care experience. 

    Topics to be discussed include:
    • Identifying Responsibilities and Stakeholders: Contact center, security/risk management, marketing, customer care, IT, and communications infrastructure
    • Finding the Budget: Making a business case and finding the budget for voice biometrics authentication
    • Best Practices: Engaging Marketing to build customer awareness around voice biometrics
    • Preparing for Success: Anticipating the need to scale operations to accommodate new interaction patterns to suit multichannel environments
    Watch now
  • Building the 'Magic Box’: Successfully Implementing Intelligent Assistants Recorded: Apr 6 2017 48 mins
    Dan Miller, Lead Analyst, Opus Research; Wim Rampen, Dirk Jan Dokman and Jeroen Brouwers, CX Company
    With ever-mounting pressure on customer service, customer experience and digital transformation executives to deliver self-service and automation strategies, some providers claim to have a “magic box” solution with AI and machine learning-fueled chatbot technologies. But, in reality, building an intelligent assistance strategy is not always so simple.

    In this webinar, Opus Research and representatives from CX Company, will demystify what AI and machine learning means for your organization and identify key steps in building an intelligent assistance strategy to deliver cost savings and a better customer experience.
    Watch now
  • Executive Survey on Speech Analytics: Proven Value and Future Potential Recorded: Aug 24 2016 49 mins
    Dan Miller, Lead Analyst, Opus Research; Umesh Sachdev, CEO & Co-Founder, Uniphore
    In a recent survey commissioned by Uniphore, Opus Research asked 500 influential executives in the contact center and customer experience domain about the perceived value of Speech Analytics and to ascertain the impact on plans to procure and deploy such resources in the future.

    With completed interviews of decision-makers (Director, VP, C-level) from firms with revenue of more than U.S. $50 million, the survey respondents included a mix of vertical industries, including: telecommunications, healthcare, financial services, retail, pharmaceuticals, travel & tourism, and commercial banking.

    Join Dan Miller, lead analyst & founder at Opus Research, and Derek Top, director of research with Opus Research, as they unveil the key findings from this exclusive executive survey on speech analytics:

    * Implementation of speech analytics is poised for growth: New, real-time applications create better customer experience
    * Findings attest to maturity of technologies, applications and options: Support of multi-channel support strategies
    * Mix of premises, cloud and “hybrid” architectures
    * Respondents see a bright future: Most expect to increase spending and investment & finding means to build a business case
    Watch now
  • Five Steps to Overcome Customer Authentication Chaos Recorded: Aug 9 2016 49 mins
    Dan Miller, Lead Analyst, Opus Research; Brand Whichard, IBM Security
    As digital, mobile commerce crescendos, Identity and Access Management (IAM) techniques are key to providing a consistent, individualized experience, regardless of the device used or communications channel employed. Providing secure access from a trusted device was hard enough. Now customers control their device-of-choice, channel-of-choice and time-of-choice. It is important to develop and employ technologies that make authentication friction-free and pleasant.

    Join Dan Miller, lead analyst at Opus Research, and Brandon Whichard, from IBM Security, as they provide “Five Concrete Steps” toward keeping each customer happy. Opus Research has coined the term “Intelligent Authentication” (IAuth) to describe simple, secure and seamless ways to authenticate individuals and support digital commerce.
    Watch now
  • What Really Happens When Customers Take Charge? Recorded: Jan 26 2016 49 mins
    Dan Miller, Lead Analyst, Opus Research; Daniel Hong, Sr. Director of Product Mktg, [24]7
    More than 8 out of 10 customers are moving from one channel to another to complete a transaction or get an issue resolved. And, on average, they use more than 4 different “channels” over the course of their respective journeys. Despite this, customers expect consistent answers and personalized service regardless of their channel preference, device of choice and time of day.

    Join Dan Miller, Lead Analyst at Opus Research, and Daniel Hong, Sr. Director of Product Marketing and Strategy at [24]7 as they review these recent findings and their impact your self-service and assisted service strategies via text, chat, Web forms or phone calls. Dan will bring context from a recent study of Enterprise Intelligent Assistants (EIAs), culminating in the “8 Attributes of Successful EIAs”. Daniel will review primary research findings addressing both practices and preferences of customers in a digital, omnichannel world. The webinar will also include a case study.

    Attend this webinar to refine your company’s digital customer experience to keep your customers in charge, even when it’s a classic self-service situation, including:

    The Eight Characteristics of Highly Effective Intelligent Assistants
    How a Smart UI supports a delightful UX
    Making your investment in CRM, Analytics and Knowledge Management support AI
    Watch now
  • How Intelligent Assistants Deliver Innovation for Financial Services Recorded: Nov 5 2015 47 mins
    Ravi Nimmagada, finUNO Inc.; Aroon Hingorani, Rathi Financial Services; Dan Miller, Lead Analyst & Founder, Opus Research
    FinUno will present how an Intelligent Assistant can help users buy and sell investment products, follow market moves and manage their investment transactions in real-time simply by asking. Through its intuitive interface, the fin1™ platform acts both as a self-servicing tool and as a collaboration platform with financial advisors.
    Watch now
  • Achieving Speed, Accuracy & Scalability with Voice Biometrics Recorded: Sep 3 2015 47 mins
    Dan Miller, Opus Research; Shawn Edmunds, ValidSoft; David Harding, ImageWare Systems
    No longer are voice biometrics tentatively tested in single channels and measured against purely theoretical equal error rates. In reality, businesses are implementing high performance solutions that easily scale, yet deliver a consistently low friction user experience and strong security across a business.

    In this webinar, Dan Miller, lead analyst and founder of Opus Research, joins ValidSoft’s VP for North America, Shawn Edmunds, and Image Ware System’s CTO and VP David Harding to discuss how successful integration of highly optimized voice biometrics has never been easier or more cost effective for your business.
    Watch now
  • Text: The Silent Channel for Digital Marketing and Customer Care Recorded: Aug 13 2015 48 mins
    Tobias Goebel, Aspect Software; Dan Miller, Opus Research
    Text Messaging (SMS) is the gateway into the wide world of messaging apps that are becoming mainstays for search, comparison shopping, product selection and all manner of digital commerce. Join Dan Miller, Lead Analyst & Founder at Opus Research, and Tobias Goebel, Director of Emerging Technologies with Aspect Software, as they describe how the organic growth in messaging services from Twitter, WhatsApp, WeChat Facetime, and others have revolutionized digital commerce, technical support and customer care.
    Watch now
  • Explosive Mobile Engagement: "Go Native" Recorded: Jun 25 2015 49 mins
    Carla Fitzgerald & Sunil Mariola, Smith Micro; Jon Rosen, Opus Research
    The proliferation of smartphones, geofencing, indoor location and analytics has transformed the meaning of "native" for mobile marketers, app developers and consumers. "Native" used to mean a reliance on Facebook and Google for in-stream ads that seem like organic content. It now refers to the use of on-device, local intelligence to get beyond the beacon to understand the context of a mobile user's interactions. Native control of functionality makes apps more popular with customers. It spells the difference between single-digit usage and delivers the full potential of personalized mobile marketing.
    Watch now
  • Seven Ways to ‘Kill’ PINs and Passwords Recorded: Oct 30 2014 46 mins
    Dan Miller, Senior Analyst, Opus Research; Alexey Khitrov, SpeechPro
    Just in time for Halloween, Dan Miller, lead analyst at Opus Research, will join Alexey Khitrov, president of SpeechPro Inc., to describe how voice and face recognition mean doom for the most common, and vulnerable, forms of mobile and online security.

    Join Dan and Alexey in live, interactive webinar as they count the ways you can use new technologies to make mobile e-commerce safe, simple and secure.
    Watch now
  • Top 5 Things Marketers Need to Understand about Location and Privacy Recorded: Jul 2 2014 47 mins
    Greg Sterling, Opus Research; Jules Polonetsky, Future of Privacy Forum
    Consumers are ambivalent about online privacy. Some surveys suggest outright hostility to mobile-location tracking; others argue users are happy to share personal information for clear rewards and benefits. Consumers also express a desire for greater personalization of online, mobile and shopping experiences. How can these contradictory positions be reconciled?

    The privacy landscape is evolving rapidly with Apple making location privacy changes in iOS 8 and state governments getting involved in regulating privacy in the absence of federal action.

    Rather than an “issue that will blow over,” privacy has become a central discussion for marketers and brands. It’s the flipside of “big data.” But timidity, passivity and denial won’t work. Stakeholders must proactively tackle the issue head on.

    Join Greg Sterling, Senior Analyst with Opus Research, and Future of Privacy Forum founder Jules Polonetsky for an informative, interactive webinar about the latest developments in location and privacy on Wednesday, July 2, 10 am PDT /1 pm EDT.
    Watch now
  • Everything You Always Wanted To Know about Beacons Recorded: Apr 30 2014 49 mins
    Greg Sterling, Opus Research; Steve Hegenderfer, Bluetooth SIG
    Beacons are hot. Once dismissed by many, they are now being widely deployed in retail and grocery stores, stadiums and entertainment venues. Apple’s support for Bluetooth (iBeacon) has put the technology on the map and driven its growing adoption.

    While many people have read about iBeacon, they don’t clearly understand what beacons can and can’t do. Join Opus Research Senior Analyst Greg Sterling and Steve Hegenderfer, director of developer programs at Bluetooth SIG, for an informative and interactive discussion about all things beacon.

    Bluetooth SIG is the group that oversees the standards and licensing of Bluetooth. We assure you Hegenderfer will speak plain English during a presentation aimed at marketers, agencies and business decision-makers.

    In this accessible, non-technical session you’ll learn:

    • What iBeacon is and how it fits within the larger Bluetooth landscape
    • How many different types of beacons there are and who makes them
    • The cost, lifespan and transmission range of beacons
    • Optimal indoor beacon use cases (and things that beacons don’t do well)
    • How marketers/retailers can avoid spamming consumers with beacon triggered notifications
    • How indoor messaging and notifications can be personalized
    • Whether beacons can equally be used for indoor marketing and analytics
    Watch now
  • Voice Biometrics: The Benefits of a Unified Approach to Mobile Authentication Recorded: Apr 29 2014 47 mins
    Dan Miller, Opus Research; Nik Stanbridge, VoiceVault
    As smartphones now play key roles in e-commerce and personal communications for hundreds of millions of mobile users, our advice is, “authenticate early and often.” As using the prevailing PIN and password-based systems is easier said than done, voiceprints provide the easy-to-implement and easy-to-use alternative that supports a “unified” approach to mobile authentication.
     
    Join Dan Miller, senior analyst and founder of Opus Research, and Nik Stanbridge, vice president of product marketing at VoiceVault, to engage in a lively discussion of:
     
    · How mobility is driving the need for stronger authentication to build trusted links between and among individuals and enterprises

    · What voice biometrics technologies are; and how they differ from other factors for promoting security and personalization

    · How a unified approach to design and deployment saves time, money and effort for application developers and solution providers

    · How to get started to gain experience with a unified voice biometric product
     
    Executives at firms with an interest in providing the best, most personalized mobile experience for customers and employees should take part in this webcast. So should mobile application developers who recognize that strong, simple authentication is key to supporting secure payments and highly personalized services. 
    Watch now
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  • Title: Live Webcast: Transforming Customer Engagement to Positive Customer Advocacy
  • Live at: Jul 26 2011 4:00 am
  • Presented by: Jennifer Rufati, Head of Customer Operations Customer Services, Westpac Bank - Dan Miller, Senior Analyst, Opus Research
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