Name: Expert Interview: How to Foster a Data-Driven Culture
Start: 2019-10-22T16:00:00Z
End: 2019-10-22T16:46:00.000Z
Location: BrightTALK
Rating: 5

Data is the foundation of any organization and therefore, it is paramount that it is managed and maintained as a valuable resource. 

Subscribe to this channel to learn best practices and emerging trends in a variety of topics including data governance, analysis, quality management, warehousing, business intelligence, ERP, CRM, big data and more.

There has been much work done, by academics and product designers on data visualisation. But relatively little attention has been paid to the overall analytic experience - how users discover the features, orient themselves and then make use of their discoveries.
 
Tune into this session from industry thought leader Donald Farmer as he explores some very useful behavioral patterns which enable us to create a more engaging and decision-oriented analytic experience. The webinar will further consider how these patterns can be applied in tools for analytics specialists, business users and when embedded in operational applications.

Analyzing the analytic user experience

In today’s era of digital disruption, extending automation with AI capabilities, also known as intelligent automation (IA), remains on the agenda of C-suite executives. Enterprise leaders are recognizing that automation and AI technologies have the potential to transform productivity, improve accuracy, reduce costs, and improve customer and employee experiences. Extending automation with AI opens the door to driving further exponential impact in terms of accelerated innovation, higher revenue, better efficiency and enhanced experience for customers and employees.

By virtue of being at the intersection of process automation & AI, IA brings increased benefits. However, IA can also increase execution complexities. To successfully adopt and extend automation capabilities with AI, more than just the technical implementation is required – a holistic approach is required to achieve and sustain breakthrough value. Organizations need to navigate across process centric automation and data and machine learning centric AI for what may appear to be a minefield of complexities and dependencies – such as mapping business challenges to processes, incorporating business process optimization, having high data quality, creating integrated AI & automation governance, and having the right expertise in ML and MLOps, to name a few. 

Join Deloitte Consulting's leaders, Joe Surprenant (VP of Innovation, AI & Innovation) and Ketan Ambani (AI & Data Operations Managing Director), where they will present findings from surveying over 2,600 business leaders from Deloitte’s latest State of AI in the Enterprise, as well as findings from Deloitte’s Automation with Intelligence report where Deloitte surveyed over 470 executives across 35 countries. They’ll also dig into the keys to success and lessons from driving and maintaining intelligent automation programs, while highlighting success stories across several organizations.

Extending automation with AI capabilities

Crowdfunding is a new frontier for financial service firms; but one that holds great promise for providing extended value to all of a financial service firm’s clients. For the firm’s issuer clients, crowdfunding is a relatively new, and often effective, way to raise capital for the issuer. For the firm’s investor clients, it is a chance for investors that were not able to access parts of the equity markets previously, to reach those markets and investments now. It’s also a more effective and efficient way for all investors to find and access different types of alternative investments.

The crowdfunding that will be discussed in this webinar is equity crowdfunding, as opposed to donation-based crowdfunding. The differences between these two major types of crowdfunding will be discussed, along with the unique characteristics and benefits of equity crowdfunding.

This presentation will also discuss how the use of Alternative Asset Classes and individual Alternative Assets can substantially increase portfolio returns while reducing portfolio risk. Alternative investments can be delivered by means of digital platforms such as crowdfunding platforms.

Here are some of the topics which will be discussed:
1. The different types of crowdfunding.
2. Equity versus donation-based crowdfunding.
3. The unique characteristics and benefits of equity crowdfunding.
4. Regulation CF crowdfunding.
5. Non- regulation CF crowdfunding.
6. How to get into the crowdfunding business.
7. Alternative investments – what they are and how to use them?
8. Increasing portfolio returns and reducing portfolio risk with alternative investments.
9. Putting alternative investments on crowdfunding platforms.

Using crowdfunding and alternative Investments to better serve clients

While customer experience (CX) seems easy to define at first glance, in practice, it's difficult to capture how a customer truly feels, thinks, and reacts during these encounters. 

AI helps organizations overcome this problem, allowing them to quickly and accurately analyze customers’ cognitive, affective, sensory and behavioral responses. To effectively leverage, teams need to understand all the touchpoints throughout the customer journey, from pre- to post-purchase.  

By breaking down CX into smaller "micro" interactions, brands can gain valuable insights into their customers' needs and preferences, allowing them to personalize the customer experience and ultimately build loyalty. AI techniques like machine learning, deep learning, and natural language processing can help brands interpret and analyze these micro-interactions in real-time.  

In this session, Dr. Sue Tripathi explores how AI can be harnessed to optimize the customer experience. Key takeaways include: 
- How to leverage AI to manage key aspects of customer encounters and use customer journey mapping to design better touchpoints. 
- Embedding the voice of the customer; quantify the cost of inaction, through real world examples 
- Strategies to comprehensively manage a customer's cross-channel exposure, interaction, and transaction with a product or service. 
- And more…

Optimizing customer experience with AI

Behavioral economics examines how individuals make decisions and the various factors that influence those decisions. In recent years, it has gained significant attention in the business world, as companies seek to better understand and connect with their customers. By applying the principles of behavioral economics, businesses can develop more effective marketing strategies, improve customer experiences, and increase customer loyalty.

In this presentation by Melina Palmer, author of the award-winning book "What Your Customer Wants and Can't Tell You," you'll learn about some core principles of behavioral economics and how they can be applied to business. Using her "behavioral baking" approach, you'll gain practical insights and strategies for better understanding customers' behavior and preferences. 

Key takeaways from this presentation include:
- An understanding of some key principles of behavioral economics and how they apply to business.
- Strategies for improving customer engagement and building stronger customer relationships.
- Practical tips and techniques for applying the principles of behavioral economics in your work, using Melina's "behavioral baking" approach.
- And more...

What your customer wants and can't tell you: The power of behavioral economics

Ask most consumers, and they can rattle off many poor experiences they have had while interacting with a business. Every one of these poor experiences would be better with technology that both empowers customers and assists agents. How do top-tier customer service organizations do it? What technologies and operational processes are crucial to their success? 

Metrigy interviewed and surveyed hundreds of organizations and end consumers to discern which technologies matter most. In this webinar, presented by Metrigy CEO and principal analyst Robin Gareiss, you’ll learn:

- What value do customer insights bring to technology decisions?
- How should you use AI today, and what should you plan for tomorrow?
- What are the must-haves for a successful self-service strategy?
- Which applications are supercharging agent productivity?

5 vital changes that will bolster customer success

The popular claim is that AI will augment, not replace, human contact center agents. Thus far, the reality has been neither. The overwhelming majority of customers continue to rely on agents for at least some support inquiries. Nearly 70% of these agents, moreover, are still spending too much time on the manual work AI was supposed to eliminate.

Buzz over generative AI like ChatGPT, however, is spurring optimism that transformation is finally within reach. But what will this AI-driven transformation entail? What are the most valuable use cases? What is the ideal interplay between AI and human ingenuity? What are the biggest risk factors and potential pitfalls?

In this webinar, CCW Digital Principal Analyst Brian Cantor will separate fact-from-fiction in revealing how AI will transform agent experiences – and the contact center at large. Topics include:
- New thoughts on whether agents should be worried about AI taking their jobs.
- The new standard for humanity in today’s CX - and the role AI plays in delivering it.
- Top “pain points” that generative AI can solve right now.
- Redefining the agent role to improve performance and boost employee retention.
- Mistakes that can derail your AI investments.

How generative AI will transform contact center agent experiences

The marketplace is in a constant state of flux, with new products and services becoming commoditized and shifting consumer expectations. For organisations, the challenge is to find new ways of standing out amidst the competition and delivering experiences that are emotionally resonant to customers, employees, and partners.  

Increasingly, the secret sauce is found in delivering digital experiences that provide real-time or near-real-time value. In this era of disruption, while some organizations are boldly disrupting the status quo, others risk being left behind. 

In response to this disruption, leading IT organizations have elevated their role from service provider to business partner with a focus on delivering compelling customer experiences. Increasingly, IT leaders are collaborating with cross-functional partners to assess and evolve business capabilities to meet consumer expectations and leave lasting impact. So how exactly should organizations go about doing this? 

Join Karan Thaker (Lead Strategist, Experience Strategy & Service Design, Northwestern Mutual) for this presentation as he discusses:  
- How to move from being capability-led to experience-led.  
- Strategies for leveraging experience design to disrupt the status quo.  
- How to spot and avoid the common pitfalls.  
- And more....

Realizing digital transformation via disruptive experience design

The global pandemic and continued economic uncertainty that followed it have brought about significant changes to the way businesses understand and practice CX. Finding themselves in an increasingly complex and competitive environment, businesses have been forced to reassess how they operate. This in turn has led to changes in how customers consume products and services, buy products and services, and communicate with businesses. Additionally, there has been an emergence of new technologies, market players, and new priorities for executives and boards. 

Businesses have had to adjust their CX strategies to keep up with these changes, and focus on leveraging customer experience to drive business success is stronger than ever. Whereas companies previously focused on driving operational efficiencies through continuous process improvement projects, the pandemic has shown that organizations that prioritize customer needs and preferences are better equipped to maintain a competitive advantage. 

Understanding and implementing strategies that leverage CX to succeed is more important than ever in today’s rapidly evolving business landscape. Join Mandisa Makubalo (CEO, Unlimited Expereinces SA) to get a roadmap to leverage CX to drive growth and build stronger brand loyalty. 

Topics for discussion include: 
- Redefining business success for today’s highly competitive business world. 
- Implementing CX strategies to fuel long-term business success. 
- Best practices for leveraging your customer experience strategy to drive growth. 
- And more...

Fueling business success: The power of customer experience

When you think of CX what comes to mind? If you’ve asked this question in your company you’re likely to get a hundred different responses. This is the challenge with any selection and positioning of CX investment. Everyone has a view of what it is, its degree of importance and level of investment needed.  

It’s your role as a customer advocate not just to present investment options but to demonstrate the power of the CX story as an internal and external driver of results. In this session, Jermaine Edwards explores strategies to help you overcome this challenge and set clear CX objectives to drive customer loyalty and generate long-term value.  

Key takeaways include:  
- 3 stories every company needs to know to align the business to the importance of CX.  
- 3 powerful CX initiatives to drive customer loyalty and lifetime value. 
- The most important question to ask before you begin any CX initiative.   
- And more...

CX priorities to generate customer lifetime value and business success

In recent years, optimising CX has become a major focus for businesses. Still, most of these initiatives fail to materialise into improvements that customers notice, and in turn are not translating into tangible business results that can demonstrate a clear return on investment.  

Business leaders prioritise metrics like the Net Promoter Score and invest in flashy digital tools, without first understanding what their customers value most. In this session, internationally renowned author and CX and strategy consultant Matt Watkinson provides a roadmap for delivering experiences that live up to the promise and generate real value for both customers and the business.  

Join the session to discover how to: 
- Create exceptional customer experiences that deliver tangible business results. 
- Leverage data and analytics to get a clear understanding of customer expectations and needs. 
- Foster a culture of innovation, continuously testing and iterating experiences to drive better outcomes. 
- And more.. 
 
About the Speaker  
Matt is an internationally renowned author, speaker and consultant on customer experience and strategy. He won the CMI's Management Book of the Year for his first book, ‘The Ten Principles Behind Great Customer Experiences,’ considered by many to be the definitive book on the subject. He has been cited and interviewed by the world's leading research firms, has written for Wired Magazine and The Guardian amongst others, and as a speaker has addressed industry leaders at every kind of organization imaginable, from Microsoft to the FBI.  

Matt is the CEO of Methodical, a CX and design studio based in California. He is also a Senior Visiting Fellow at Cass Business School, London and a venture partner at the VC fund Tiller Partners. His third book, Mastering Uncertainty was released in March this year to critical acclaim.

From strategy to execution: Leaders’ guide to a winning CX initiative

In today's competitive marketplace, customer experience has become a crucial factor in driving business success. Positive customer experiences not only lead to increased loyalty and retention but can also help attract new customers through word-of-mouth recommendations. In fact, research shows that customers are willing to pay more for products or services that provide a superior customer experience. 

However, many businesses struggle to effectively engage with their customers and employees, often failing to progress beyond a few small projects. This can result in a loss of momentum and a failure to fully realize the potential of customer experience initiatives.  

In this session CX and EX Special Advisor and Author, Alan Pennington offers practical solutions to help you achieve your CX goals. Join the session to discover: 
- How to build confidence in your CX/EX strategy and avoid common pitfalls.  
- The value of research and data in developing an effective CX/EX strategy. 
- Practical and effective engagement strategies to build customer loyalty.  
- The role of education and training in developing a customer-centric culture. 
- And more... 

About the Speaker 
Alan Pennington is the author of ‘The Customer Experience Book.’ He was Co-founder and Managing Director of market-leading CX Consultancy Mulberry Consulting prior to its sale, and former Deputy Chairman of SuiteCX - the market leading mapping and CX management software firm.

Moving towards your ideal level of customer centricity: Roadmap to CX success

The research is clear; when all other factors are roughly equal, empathy is the biggest driver of active loyalty. Customers who stay longer, buy more, cost less to serve, and consistently prefer you over your competition.

Many organisations have invested in emotional intelligence (EQ) training for their front line staff and it is paying dividends, but they are finding it harder to form and maintain rapport with their customers over digital channels -- after all, bots don’t have feelings.

Yet delivering empathy at scale over digital channels can be done using existing technologies and the results are remarkable.

In this session, you will learn:
- What we mean by empathy.
- The role of emotions in customer experience & behaviour.
- Finding the "moments that matter".
- What it will take to operationalise empathy.
- Putting the value of compassion on the balance sheet.

How delivering empathy at scale transforms the bottom line

Data is one of the most valuable assets in this world not only for organizations, but also for an individuals. Data plays an important role. In an organization, it can be in the form of client data, financial data, analytical data, and asset data. For individuals, it can be health data, activity data, expense budget sheet, food tracker, and similar others. Data loss or data breach in an organization may result in negative ratings and can impact the organization’s revenue. Tune into this presentation from TD Bank's Pankul Chitrav as she explores:

- Why data storage is so important.
- Data storage (traditional vs. cloud).
- Business risk of not applying data storage security.

Data storage in 2023

Leading companies are leveraging the three A’s (AI, analytics, and automation) to drive revenue, save costs, and improve customer satisfaction. But with a plethora of technologies available, where do you start, and where do you expand to generate the best results?

Through extensive research with IT, CX, and business leaders, Metrigy has the answers to help you develop a successful strategy. In this webinar, Metrigy CEO and principal analyst Robin Gareiss will answer the following:
 
--Why you need to automate--yesterday!
--What technologies deliver the best results?
--How does generative AI play a role in your strategy?
--What operational processes must change?
--How do you measure success and continue to please stakeholders?

AI, Analytics & Automation: Step-by-Step Guide to Improving Business Metrics

Data architecture-as-a-service or DAaaS is a new self-service paradigm that is ideal for data meshes. It empowers local data owners to create architecturally compliant data repositories, domains, and pipelines without IT assistance. It is the culmination of self-service, where business units liberate themselves almost entirely from enterprise IT. If done right, DaaS eliminates data silos, reduces data bottlenecks, eases the burden on enterprise data teams, and empowers local domains to service their own data needs. It’s also a key ingredient in the data mesh, an emerging distributed architecture for data ownership and management. 
 
Data architecture-as-a-service is a verbal twist on cloud processing environments, such as software-as-a-service or platform-as-a-service. This moniker conveys that it’s possible to abstract architecture and build it into easy-to-use, customer-facing tools. When we abstract data architecture, we solve the most enduring data pain point in the data world: the proliferation of data silos and pipelines that wreak havoc on data consistency and trustworthiness.
 
You will learn:  
• What DAaaS is
• Why DAaaS is critical for governed self-service
• How DAaaS prevents data silos and empowers data domains

About the speaker:
Wayne Eckerson is an international thought leader in data and analytics who thinks critically, writes clearly, and presents persuasively about complex topics. He is a best-selling author, sought-after consultant, and noted speaker. Eckerson has advised a range of companies about how to implement data and analytics programs, architectures, and infrastructure, including Walmart, New Balance, and Children’s Hospital of Philadelphia. Eckerson is President of Eckerson Group, a consulting and research firm that helps organizations get more value from their data. He has degrees from Williams College and Wesleyan University.

Unlocking the value of data mesh with Data Architecture as a Service

Data architecture provides a blueprint for how an organizations can collect, store, manage, and utilize their data to meet business objectives. It defines the rules, standards, and guidelines for managing data as a valuable organizational asset and supports the integration of data from disparate sources into a coherent and usable whole. 

Anti-patterns of data architectures refer to common mistakes and pitfalls that data architects may encounter while designing and implementing data solutions. These anti-patterns can lead to suboptimal performance, data inconsistencies, and high maintenance costs. For example, over-normalization, complex data models among other specific characteristics. 

This webinar from data industry thought leader Dr. Pragyansmita Nayak will identify and analyze the most prevalent anti-patterns in data architectures, along with their root causes and potential solutions. By understanding these anti-patterns, data architects can systematically avoid them and design more effective and efficient data solutions while continuing to meet the needs of their organizations.

Speaker bio:
Dr. Pragyansmita Nayak is the Chief Data Scientist at Hitachi Vantara Federal (HVF). She explores the "Art to the Science" of solution architectures orchestrating data, APIs, algorithms and applications. She has over 24+ years of experience in software development and data science (Analytics, Machine Learning and Deep Learning). She has led projects for several Federal Government agencies (DoD/Civilian) in the domain of Federal Accounting, Operational Analytics, Data Fabric, Object Storage, Metadata management, Records Management and Data Governance.  She holds a Ph.D. in Computational Sciences and Informatics from GMU (Fairfax, VA) and Bachelors of Science in Computer Science. For more information on Pragyan's professional experience, please visit her LinkedIn profile at https://www.linkedin.com/in/pragyansmita and Twitter profile at https://twitter.com/SorishaPragyan.

Anti-patterns of data architectures

Join this 1:1 interview with Tim Gasper of data.world to discover how your business can become more data-driven by fostering an open and inclusive data culture. Ask Tim your own questions about how to encourage data teamwork while learning about topics such as:
- How to promote access to data for data discovery without compromising governance and security
- How to ensure data quality for reliable analytics insights
- Data literacy and collaboration: How to create an environment that nurtures the ability of people across a variety of roles to have access to data
- and more!

Expert Interview: How to Foster a Data-Driven Culture

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Expert Interview: How to Foster a Data-Driven Culture

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