How to deliver digital-age customer experiences that set you apart from the competition?
Learn how to realize your organization's CRM potential, to acquire more customers and build customer loyalty.
In today's world of ever-changing consumer tastes and preferences, retailers need to keep up and cater to changing trends. The presentation talks about using technology for interactive marketing, analyzing consumer behaviour, and transforming-customer experiences.
Bridging the gap between crm and digital marketing - in 5 stepsLars Crama
Bridging the gap between online & crm
To create great customer experiences, CRM and Online marketing should not be viewed separately. If you combine transactional (CRM) data with realtime (online) behaviour, you are ahead of the game. Still, CRM/CVM and Online/Ecommerce often exist in silos. This presentation offers 5 tips to bridge the gap between online and crm. Illustrated by practical examples of leading organisations in various industries. In addition, it shares a practical toolset including a Customer Profiling Scorecard, a Digital CRM Strategy Roadmap and a process for continuous Marketing Performance Improvement.
They call it Digital CRM. I think they mistaken. They should call it CRM in a digital world.
Exclusive presentation given to IDN members in Dublin 2012
(c) Gregory Birge. Contact me for any information.
Combining Digital Media and Customer Interactions for “Connected CRM”SFIMA
From the SFIMA April 12, 2012 Event - Combining Digital Media and Customer Interactions for “Connected CRM”
http://www.facebook.com/events/322428881144597/
http://www.sfima.com
------------------------------------
Marketing over the years has evolved from the “age of brand,” with the advent of television in the 1950s; to the “age of channel,” with the development of e-commerce in the 1990s; to today’s “age of the customer,” fueled by empowered consumers who have countless tools at their fingertips to help them make decisions. The most important factor affecting the way we market to consumers today is the digitalization of media and channels – and the resulting proliferation of customer touchpoints. Key to the success of any customer-centric marketing strategy is the ability to integrate the online and offline data from these interactions in an effective manner to optimize the customer experience and create greater customer value.
David Williams discusses how organizations can gain sustainable competitive advantage through building customer strategy as a business strategy. The concept of connected CRM represents a systematic way to identify, serve and retain high-value customers better than competitors by delivering customer interactions that improve financial results, create competitive advantage and drive shareholder value.
In this session, Williams introduces the skills necessary to implement a connected CRM strategy, which is built upon an organizational commitment to customer-centricity. The integration of these skills enables marketing strategies that maximize the value of the customer portfolio.
David is a frequent contributor to the Forbes Magazine blog, and has served on the Direct Marketing Association board of directors. In addition Mr. Williams is the president and CEO of Merkle Inc.
HGS Interactive is a partner agency for Subrat Bisht and specializes in Digital CRM. In this presentation HGSI has debunked the myths around social crm and shared valuable Insights. For more case studies like this, visit www.hgsinteractive.com
In today's world of ever-changing consumer tastes and preferences, retailers need to keep up and cater to changing trends. The presentation talks about using technology for interactive marketing, analyzing consumer behaviour, and transforming-customer experiences.
Bridging the gap between crm and digital marketing - in 5 stepsLars Crama
Bridging the gap between online & crm
To create great customer experiences, CRM and Online marketing should not be viewed separately. If you combine transactional (CRM) data with realtime (online) behaviour, you are ahead of the game. Still, CRM/CVM and Online/Ecommerce often exist in silos. This presentation offers 5 tips to bridge the gap between online and crm. Illustrated by practical examples of leading organisations in various industries. In addition, it shares a practical toolset including a Customer Profiling Scorecard, a Digital CRM Strategy Roadmap and a process for continuous Marketing Performance Improvement.
They call it Digital CRM. I think they mistaken. They should call it CRM in a digital world.
Exclusive presentation given to IDN members in Dublin 2012
(c) Gregory Birge. Contact me for any information.
Combining Digital Media and Customer Interactions for “Connected CRM”SFIMA
From the SFIMA April 12, 2012 Event - Combining Digital Media and Customer Interactions for “Connected CRM”
http://www.facebook.com/events/322428881144597/
http://www.sfima.com
------------------------------------
Marketing over the years has evolved from the “age of brand,” with the advent of television in the 1950s; to the “age of channel,” with the development of e-commerce in the 1990s; to today’s “age of the customer,” fueled by empowered consumers who have countless tools at their fingertips to help them make decisions. The most important factor affecting the way we market to consumers today is the digitalization of media and channels – and the resulting proliferation of customer touchpoints. Key to the success of any customer-centric marketing strategy is the ability to integrate the online and offline data from these interactions in an effective manner to optimize the customer experience and create greater customer value.
David Williams discusses how organizations can gain sustainable competitive advantage through building customer strategy as a business strategy. The concept of connected CRM represents a systematic way to identify, serve and retain high-value customers better than competitors by delivering customer interactions that improve financial results, create competitive advantage and drive shareholder value.
In this session, Williams introduces the skills necessary to implement a connected CRM strategy, which is built upon an organizational commitment to customer-centricity. The integration of these skills enables marketing strategies that maximize the value of the customer portfolio.
David is a frequent contributor to the Forbes Magazine blog, and has served on the Direct Marketing Association board of directors. In addition Mr. Williams is the president and CEO of Merkle Inc.
HGS Interactive is a partner agency for Subrat Bisht and specializes in Digital CRM. In this presentation HGSI has debunked the myths around social crm and shared valuable Insights. For more case studies like this, visit www.hgsinteractive.com
SAP Hybris Summit is our annual event welcoming customers and partners to gain exclusive insight into the latest Hybris innovations. We make a point to recognize our vibrant ecosystem of world-class partners who worked with us in the past year. And now... drum roll please... the Nominees for the 2015 SAP Hybris Partner Awards! Winners will be announced February 15th live at SAP Hybris Summit 2016. Congratulations to all the nominees!
Marketers have more data available than ever but struggle to pull in together in a usable format. Customer Data Platforms promise to solve this problem by offering easy-to-deploy systems specializing in data unification and sharing. But can CDP really deliver on its promise? This workshop will equip you to understand the definition of a CDP, how CDPs differ from other systems, which features are shared by all CDPs and which are found in only some, the most important CDP use cases, how to select the right CDP, how to manage a successful deployment and where to look next for more information.
Right Message, Right Time: The Secrets to Scaling Email Success Teradata
This Campaign Manager Leadership Series ebook outlines the 4 keys to an automated email marketing strategy and how marketers can scale to meet these “always-on” customer expectations.
Engagement Analytics and the right platform for next best action makes for a compelling experience across channels. Regardless of CMS, CRM or MAP systems you have in place Thunderhead is a great way to bring together a unified understanding of your customer journey.
Promote your B2B eCommerce to other business owners could be a challenge. However, you can do so with digital marketing in a smart way and bring you a big ROI. Check out how now.
"Real loyalty isn’t created at the close of the sale. It’s created when the brand & the customer become intimate through multiple interactions before, during & after the purchase." Read more in Aimia's report, 'Rewarding Interactions; Are You Ready for Customer Intimacy'
Today, consumers interact with brands across multiple channels.
This gives brands a multitude of opportunities to collect more customer data and use it to enhance customer experiences.
Unfortunately, this data gets stored in departmental and functional silos, and brands seldom utilize this data to their utmost potential.
Although we often read articles along the lines of ‘we live in the data economy’ or ‘data is the new oil,’ it stands true only for organizations that manage their customer data effectively.
That's why our latest webinar series is designed to help you understand and establish a key link in the larger conversation around better leveraging organizational data – including of course customer data – to drive profitability and differentiated customer experiences.
In this session (https://youtu.be/VPQC5-gQJ4Q) you will learn:
- How a CDP can be relevant to your business?
- Use cases on effective applications of CDPs to achieve desired results
Info CheckPoint provides a marketing database that includes exclusive profiles relevant to your business. We have data experts who maintain accurate databases and with an advanced search platform, you can gain access to data instantly.
Impact of social crm on product or service quality paper presented at inter...Angsuman Chakraborty
The Paper titled Impact of Social CRM on Product or Service Quality was presented at the International Marketing Conference 2012. The key topics addressed are:
- Why social media has become so important in the recent times?
- How customer preferences are captured by the social CRM?
- Are the quality of product & services better for companies who are involved in real time bi-directional communication with customers and leads?
- What are the Social CRM monitoring tools?
- How does Social CRM affect Brand Value ?
The Contextual Marketing Imperative: Rethinking your personalization strategySAP Customer Experience
Brendan Witcher, Principal at Forrester and Bernard Chung, SAP Hybris share best practices and the latest trends in contextual marketing and personalization. Examples shown include ASICS, Under Armour, NHL and more.
AI & Data Analytics: 3 Ways They Can Improve Customer Experience And EngagementQuekelsBaro
Analytics, data, and AI have the potential to enrich marketers’ understanding of their customers’ experiences in order to deliver meaningful, relevant experiences in the future.
Join this webinar with Peter Armaly, Senior Director and Adviser for Customer Success at Oracle, who will share his experiences, discuss some research, and offer guidance and opinions on the issue of Customer Success programs not being treated equal to its Sales peers.
Join this webinar with Peter Armaly, Senior Director and Adviser for Customer Success at Oracle, who will share his experiences, discuss some research, and offer guidance and opinions on the issue of Customer Success programs not being treated equal to its Sales peers.
SAP Hybris Summit is our annual event welcoming customers and partners to gain exclusive insight into the latest Hybris innovations. We make a point to recognize our vibrant ecosystem of world-class partners who worked with us in the past year. And now... drum roll please... the Nominees for the 2015 SAP Hybris Partner Awards! Winners will be announced February 15th live at SAP Hybris Summit 2016. Congratulations to all the nominees!
Marketers have more data available than ever but struggle to pull in together in a usable format. Customer Data Platforms promise to solve this problem by offering easy-to-deploy systems specializing in data unification and sharing. But can CDP really deliver on its promise? This workshop will equip you to understand the definition of a CDP, how CDPs differ from other systems, which features are shared by all CDPs and which are found in only some, the most important CDP use cases, how to select the right CDP, how to manage a successful deployment and where to look next for more information.
Right Message, Right Time: The Secrets to Scaling Email Success Teradata
This Campaign Manager Leadership Series ebook outlines the 4 keys to an automated email marketing strategy and how marketers can scale to meet these “always-on” customer expectations.
Engagement Analytics and the right platform for next best action makes for a compelling experience across channels. Regardless of CMS, CRM or MAP systems you have in place Thunderhead is a great way to bring together a unified understanding of your customer journey.
Promote your B2B eCommerce to other business owners could be a challenge. However, you can do so with digital marketing in a smart way and bring you a big ROI. Check out how now.
"Real loyalty isn’t created at the close of the sale. It’s created when the brand & the customer become intimate through multiple interactions before, during & after the purchase." Read more in Aimia's report, 'Rewarding Interactions; Are You Ready for Customer Intimacy'
Today, consumers interact with brands across multiple channels.
This gives brands a multitude of opportunities to collect more customer data and use it to enhance customer experiences.
Unfortunately, this data gets stored in departmental and functional silos, and brands seldom utilize this data to their utmost potential.
Although we often read articles along the lines of ‘we live in the data economy’ or ‘data is the new oil,’ it stands true only for organizations that manage their customer data effectively.
That's why our latest webinar series is designed to help you understand and establish a key link in the larger conversation around better leveraging organizational data – including of course customer data – to drive profitability and differentiated customer experiences.
In this session (https://youtu.be/VPQC5-gQJ4Q) you will learn:
- How a CDP can be relevant to your business?
- Use cases on effective applications of CDPs to achieve desired results
Info CheckPoint provides a marketing database that includes exclusive profiles relevant to your business. We have data experts who maintain accurate databases and with an advanced search platform, you can gain access to data instantly.
Impact of social crm on product or service quality paper presented at inter...Angsuman Chakraborty
The Paper titled Impact of Social CRM on Product or Service Quality was presented at the International Marketing Conference 2012. The key topics addressed are:
- Why social media has become so important in the recent times?
- How customer preferences are captured by the social CRM?
- Are the quality of product & services better for companies who are involved in real time bi-directional communication with customers and leads?
- What are the Social CRM monitoring tools?
- How does Social CRM affect Brand Value ?
The Contextual Marketing Imperative: Rethinking your personalization strategySAP Customer Experience
Brendan Witcher, Principal at Forrester and Bernard Chung, SAP Hybris share best practices and the latest trends in contextual marketing and personalization. Examples shown include ASICS, Under Armour, NHL and more.
AI & Data Analytics: 3 Ways They Can Improve Customer Experience And EngagementQuekelsBaro
Analytics, data, and AI have the potential to enrich marketers’ understanding of their customers’ experiences in order to deliver meaningful, relevant experiences in the future.
Join this webinar with Peter Armaly, Senior Director and Adviser for Customer Success at Oracle, who will share his experiences, discuss some research, and offer guidance and opinions on the issue of Customer Success programs not being treated equal to its Sales peers.
Join this webinar with Peter Armaly, Senior Director and Adviser for Customer Success at Oracle, who will share his experiences, discuss some research, and offer guidance and opinions on the issue of Customer Success programs not being treated equal to its Sales peers.
Voice of the customer - delivering customer centricityTransformUK
Andy Wilkins at Transform was asked to deliver a keynote presentation at 2014 International Customer Experience Summit run by KP Morgan, to discuss the urgent need for a more ambitious and transformational approach to CX if maturing industries are to escape from the clutches of commoditisation and high customer churn.
European executives from the retail banking and telecoms sectors came together to share their experiences, reflect on the CX journey so far and discuss future challenges and opportunities.
[To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Digital Customer Service is customer service that is provided through digital channels, like website support, live chat, email, social media and messaging apps.
As much as technology has improved our lives, for many people customer service experiences remain unnecessarily frustrating. By adding new digital silos, many companies have created disjointed islands of context, knowledge bases and automation. However, if digital self-serve and human support are fully integrated and aligned to customer needs and expectations, digital customer service can bring significant benefits such as increased revenue, reduced cost to serve, and higher customer satisfaction.
This presentation defines what digital customer service is and the importance of creating a smooth and seamless omnichannel support for a compelling customer experience. It explains the eight most commonly used digital channels and the mistakes to avoid. Finally, it covers the key techniques and skills for the delivery of excellent customer service and the best practices to manage an omnichannel support system.
LEARNING OBJECTIVES
1. Acquire knowledge and the key concepts of Digital Customer Service
2. Describe the approach, practices and skills for delivering efficient and effective Digital Customer Service
3. Highlight the pitfalls to avoid and success factors for Digital Customer Service
CONTENTS
1. Introduction and Key Concepts of Digital Customer Service
2. Approaches and Practices of Digital Customer Service
3. Techniques and Skills for Human Supported Digital Customer Service
4. Pitfalls to Avoid and Factors for Success
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
Sales, Marketing & Service Optimization: Strategies for Accelerating GrowthCognizant
Revenue growth requires more than IT cost-cutting and increased efficiencies. Across industries, top-line growth requires a focus on customer relevance and on sales, marketing and service effectiveness.
Digital Marketing and Lead Generation for Startups. Focused on online lead generation, but also covering Outbound lead generation processes. Covers identifying target buyers; value proposition; website design for lead generation; content marketing; paid online ads; Search Engine Optimization, email marketing, social media marketing. Describes key steps in Outbound lead generation too - prospecting, prospecting tools, initial email contacts, follow-up and conversion.
Best Practices in Business Innovation: Business Models Changing the Landscape...Aggregage
Companies these days cannot afford to stand still!
Cheryl Perkins, Founder and President of Innovationedge and a visionary business leader, will share best practices of companies who are defining and implementing new business models. These models are used to create new pathways to value and deliver growth in today’s business climate. She will lead you on a journey through business model basics and describe how companies are taking innovation strategy to the next level, while tackling the current challenges of talent management and innovation fatigue.
Digital Disruption in Distribution and Manufacturing: How to Be a B2B LeaderPerficient, Inc.
Digital technology is quickly changing the rules of engagement for B2B companies in the manufacturing and distribution sectors. The convergence of data, content, intelligent devices, and artificial intelligence creates an opportunity for established companies to redefine themselves and become industry leaders. But many are missing this opportunity.
Forward-thinking companies in this transformation will make decisions by considering the overall market, moving quickly, and managing cross-functional change within the organization. The uncommitted will only consider their technology options and suffer from sub-par results…or do nothing at all.
We discussed:
-How to identify where you are in your digital journey
-How to apply “fast follower” principles and a proven framework to accelerate change
-Best practices and lessons learned by B2B organizations that have successfully achieved a higher level of digital maturity
Five years on, it’s no surprise that the digital landscape has moved on significantly since we first published our Digital Maturity Index (DMI) back in 2010.
We're delighted to be publishing this year's research findings in DMI 2014: The digital ecosystem of technology, channels, customers, strategy and culture and the insights in this year’s report show just how far organisations have come in the intervening years.
Based on interviews with over 200 consumers and 150 business leaders from a range of industry sectors, this year’s report also includes opinion pieces from five digital thought leaders.
Our MD, Emma Robertson, unveiled the report with clients at our annual launch event in London. She talked though some of the headline findings building on the principle that as digital becomes more integral to the underlying strategy, the component parts of digital maturity must be treated as an ecosystem, not a hierarchy. The focus this year is about smartly combining technology, channels, customers, strategy and culture for both customer and commercial benefit. Here are just a few of the headlines:
Technology: In 2012, 87% of organisations had no formal processes for innovation. By 2014, 67% of organisations are using hackathons, labs or open APIs.
Channels: The drive to establish a digital presence in every new channel that emerges is being replaced by more strategic behaviour with 66% focusing on consolidation of existing channels and only 34% looking to grow the number of channels on offer.
Customer: 53% of respondents now measure customer happiness as a way of assessing how well digital channels are performing; 66% use a customer satisfaction index.
Strategy: 65% of respondents reported that there is a digital vision and strategy within their organisation but just 6% stated that the strategy is very well known within their organisation.
Culture: A factor in creating an environment for change and innovation is in an organisation’s tolerance for failure. Only 15% of organisations were recognised as having a ‘fail fast’ culture.
We were also joined by three industry leading keynote speakers. Some of the key things we took away were:
Easy is the new loyalty. Dr Nicola Millard, BT, talked us through the concept of 'net easy' and how omnichannel is the new normal.
Start with the user. Kathy Settle, GDS, shared very candidly the work that has taken place during the past 2-3 years to transform government services.
Be Human. Professor Moira Clark, Henley Business School, outlined the key factors required for customer service excellence.
You can read the full report here (www.transformuk.com/dmi-2014-its-all-about-the-digital-ecosystem) or you can drop us an email if you’d like us to email you a copy (enquiries@transformUK.com).
We'll be continuing the debate through our LinkedIn Group (Transform DMI 2014 and on Twitter (#DMI2014) and we hope you'll join us there.
Contextual Commerce: Best Practices for Winning with Customer Experience with...edynamic
Commerce has evolved. To win customers, you need to win their hearts and minds with customer experience. Great commerce experiences start with understanding your customers, delivering relevant content based on who they are and where they are in the buying journey to allow shoppers to make better-informed decisions and bringing convenience to the buying process.
The Secret to Acquiring and Retaining Customers in Financial ServicesPerficient, Inc.
Data, when leveraged effectively, can help you segment and target customers, analyze spending habits, and can create a personalized experience that builds value and customer loyalty.
Without a 360-degree view of your customers, you can’t properly target them with real-time personalized offers, advice, and other services. In addition, lack of customer intelligence creates lost opportunities for banks and insurers to cross-sell and upsell new products and services.
Our one-hour webinar covered how customer intelligence platforms can help you engage, acquire, and retain customers.
CX2016: Transform Retail Customer Engagement Across Every ChannelMaria Humphrey
In today’s connected world, every customer interaction matters. Hear first hand how The Land of Nod is leveraging data science, targeted content and personalized journeys as a vehicle for enhancing customer engagement through both on-line and in-store. Learn how to make the most of every shopper touchpoint to create loyal brand advocates.
How to Improve Sales Productivity in 5 Steps: Digital Sales CoverageMarketBridge
Your buyers have changed how and when they want to engage with your Sales Team. However, when they do engage, 70% of the time your Sales Reps are not properly prepared for the conversation and only 7% will earn a second conversation.
Join us for a 30 minute webinar to learn about the 5 step approach to Digital Sales Coverage, a tactic that combines digital customer engagement with analytics, enabling sales teams to target, prepare, and engage far more effectively.
This webinar is for Sales AND Marketing leaders, as we'll cover how to:
Improve Lead Quality and Conversion Rates by 20%+
Develop a Scalable Digital Engagement Model for Customers Who are "Not Ready to Buy"
Lower Your Cost-of-Sale to Deliver Revenue More Efficiently
Digital sales coverage webinar presentationMarketBridge
In this whitepaper we cut to the chase - and talk about how to win the hearts and minds of customers in a world of overloaded messaging, big data run-amok, and decreasing customer attention. In this whitepaper we outline:
How best to target your audience
What tactics are needed to become a trusted resource for your customers
How to fluidly connect the in-store experience to the offline experience
UiPath Test Automation using UiPath Test Suite series, part 4DianaGray10
Welcome to UiPath Test Automation using UiPath Test Suite series part 4. In this session, we will cover Test Manager overview along with SAP heatmap.
The UiPath Test Manager overview with SAP heatmap webinar offers a concise yet comprehensive exploration of the role of a Test Manager within SAP environments, coupled with the utilization of heatmaps for effective testing strategies.
Participants will gain insights into the responsibilities, challenges, and best practices associated with test management in SAP projects. Additionally, the webinar delves into the significance of heatmaps as a visual aid for identifying testing priorities, areas of risk, and resource allocation within SAP landscapes. Through this session, attendees can expect to enhance their understanding of test management principles while learning practical approaches to optimize testing processes in SAP environments using heatmap visualization techniques
What will you get from this session?
1. Insights into SAP testing best practices
2. Heatmap utilization for testing
3. Optimization of testing processes
4. Demo
Topics covered:
Execution from the test manager
Orchestrator execution result
Defect reporting
SAP heatmap example with demo
Speaker:
Deepak Rai, Automation Practice Lead, Boundaryless Group and UiPath MVP
PHP Frameworks: I want to break free (IPC Berlin 2024)Ralf Eggert
In this presentation, we examine the challenges and limitations of relying too heavily on PHP frameworks in web development. We discuss the history of PHP and its frameworks to understand how this dependence has evolved. The focus will be on providing concrete tips and strategies to reduce reliance on these frameworks, based on real-world examples and practical considerations. The goal is to equip developers with the skills and knowledge to create more flexible and future-proof web applications. We'll explore the importance of maintaining autonomy in a rapidly changing tech landscape and how to make informed decisions in PHP development.
This talk is aimed at encouraging a more independent approach to using PHP frameworks, moving towards a more flexible and future-proof approach to PHP development.
"Impact of front-end architecture on development cost", Viktor TurskyiFwdays
I have heard many times that architecture is not important for the front-end. Also, many times I have seen how developers implement features on the front-end just following the standard rules for a framework and think that this is enough to successfully launch the project, and then the project fails. How to prevent this and what approach to choose? I have launched dozens of complex projects and during the talk we will analyze which approaches have worked for me and which have not.
State of ICS and IoT Cyber Threat Landscape Report 2024 previewPrayukth K V
The IoT and OT threat landscape report has been prepared by the Threat Research Team at Sectrio using data from Sectrio, cyber threat intelligence farming facilities spread across over 85 cities around the world. In addition, Sectrio also runs AI-based advanced threat and payload engagement facilities that serve as sinks to attract and engage sophisticated threat actors, and newer malware including new variants and latent threats that are at an earlier stage of development.
The latest edition of the OT/ICS and IoT security Threat Landscape Report 2024 also covers:
State of global ICS asset and network exposure
Sectoral targets and attacks as well as the cost of ransom
Global APT activity, AI usage, actor and tactic profiles, and implications
Rise in volumes of AI-powered cyberattacks
Major cyber events in 2024
Malware and malicious payload trends
Cyberattack types and targets
Vulnerability exploit attempts on CVEs
Attacks on counties – USA
Expansion of bot farms – how, where, and why
In-depth analysis of the cyber threat landscape across North America, South America, Europe, APAC, and the Middle East
Why are attacks on smart factories rising?
Cyber risk predictions
Axis of attacks – Europe
Systemic attacks in the Middle East
Download the full report from here:
https://sectrio.com/resources/ot-threat-landscape-reports/sectrio-releases-ot-ics-and-iot-security-threat-landscape-report-2024/
Search and Society: Reimagining Information Access for Radical FuturesBhaskar Mitra
The field of Information retrieval (IR) is currently undergoing a transformative shift, at least partly due to the emerging applications of generative AI to information access. In this talk, we will deliberate on the sociotechnical implications of generative AI for information access. We will argue that there is both a critical necessity and an exciting opportunity for the IR community to re-center our research agendas on societal needs while dismantling the artificial separation between the work on fairness, accountability, transparency, and ethics in IR and the rest of IR research. Instead of adopting a reactionary strategy of trying to mitigate potential social harms from emerging technologies, the community should aim to proactively set the research agenda for the kinds of systems we should build inspired by diverse explicitly stated sociotechnical imaginaries. The sociotechnical imaginaries that underpin the design and development of information access technologies needs to be explicitly articulated, and we need to develop theories of change in context of these diverse perspectives. Our guiding future imaginaries must be informed by other academic fields, such as democratic theory and critical theory, and should be co-developed with social science scholars, legal scholars, civil rights and social justice activists, and artists, among others.
UiPath Test Automation using UiPath Test Suite series, part 3DianaGray10
Welcome to UiPath Test Automation using UiPath Test Suite series part 3. In this session, we will cover desktop automation along with UI automation.
Topics covered:
UI automation Introduction,
UI automation Sample
Desktop automation flow
Pradeep Chinnala, Senior Consultant Automation Developer @WonderBotz and UiPath MVP
Deepak Rai, Automation Practice Lead, Boundaryless Group and UiPath MVP
Epistemic Interaction - tuning interfaces to provide information for AI supportAlan Dix
Paper presented at SYNERGY workshop at AVI 2024, Genoa, Italy. 3rd June 2024
https://alandix.com/academic/papers/synergy2024-epistemic/
As machine learning integrates deeper into human-computer interactions, the concept of epistemic interaction emerges, aiming to refine these interactions to enhance system adaptability. This approach encourages minor, intentional adjustments in user behaviour to enrich the data available for system learning. This paper introduces epistemic interaction within the context of human-system communication, illustrating how deliberate interaction design can improve system understanding and adaptation. Through concrete examples, we demonstrate the potential of epistemic interaction to significantly advance human-computer interaction by leveraging intuitive human communication strategies to inform system design and functionality, offering a novel pathway for enriching user-system engagements.
Smart TV Buyer Insights Survey 2024 by 91mobiles.pdf91mobiles
91mobiles recently conducted a Smart TV Buyer Insights Survey in which we asked over 3,000 respondents about the TV they own, aspects they look at on a new TV, and their TV buying preferences.
Key Trends Shaping the Future of Infrastructure.pdfCheryl Hung
Keynote at DIGIT West Expo, Glasgow on 29 May 2024.
Cheryl Hung, ochery.com
Sr Director, Infrastructure Ecosystem, Arm.
The key trends across hardware, cloud and open-source; exploring how these areas are likely to mature and develop over the short and long-term, and then considering how organisations can position themselves to adapt and thrive.
Connector Corner: Automate dynamic content and events by pushing a buttonDianaGray10
Here is something new! In our next Connector Corner webinar, we will demonstrate how you can use a single workflow to:
Create a campaign using Mailchimp with merge tags/fields
Send an interactive Slack channel message (using buttons)
Have the message received by managers and peers along with a test email for review
But there’s more:
In a second workflow supporting the same use case, you’ll see:
Your campaign sent to target colleagues for approval
If the “Approve” button is clicked, a Jira/Zendesk ticket is created for the marketing design team
But—if the “Reject” button is pushed, colleagues will be alerted via Slack message
Join us to learn more about this new, human-in-the-loop capability, brought to you by Integration Service connectors.
And...
Speakers:
Akshay Agnihotri, Product Manager
Charlie Greenberg, Host
Transcript: Selling digital books in 2024: Insights from industry leaders - T...BookNet Canada
The publishing industry has been selling digital audiobooks and ebooks for over a decade and has found its groove. What’s changed? What has stayed the same? Where do we go from here? Join a group of leading sales peers from across the industry for a conversation about the lessons learned since the popularization of digital books, best practices, digital book supply chain management, and more.
Link to video recording: https://bnctechforum.ca/sessions/selling-digital-books-in-2024-insights-from-industry-leaders/
Presented by BookNet Canada on May 28, 2024, with support from the Department of Canadian Heritage.
Dev Dives: Train smarter, not harder – active learning and UiPath LLMs for do...UiPathCommunity
💥 Speed, accuracy, and scaling – discover the superpowers of GenAI in action with UiPath Document Understanding and Communications Mining™:
See how to accelerate model training and optimize model performance with active learning
Learn about the latest enhancements to out-of-the-box document processing – with little to no training required
Get an exclusive demo of the new family of UiPath LLMs – GenAI models specialized for processing different types of documents and messages
This is a hands-on session specifically designed for automation developers and AI enthusiasts seeking to enhance their knowledge in leveraging the latest intelligent document processing capabilities offered by UiPath.
Speakers:
👨🏫 Andras Palfi, Senior Product Manager, UiPath
👩🏫 Lenka Dulovicova, Product Program Manager, UiPath
GDG Cloud Southlake #33: Boule & Rebala: Effective AppSec in SDLC using Deplo...James Anderson
Effective Application Security in Software Delivery lifecycle using Deployment Firewall and DBOM
The modern software delivery process (or the CI/CD process) includes many tools, distributed teams, open-source code, and cloud platforms. Constant focus on speed to release software to market, along with the traditional slow and manual security checks has caused gaps in continuous security as an important piece in the software supply chain. Today organizations feel more susceptible to external and internal cyber threats due to the vast attack surface in their applications supply chain and the lack of end-to-end governance and risk management.
The software team must secure its software delivery process to avoid vulnerability and security breaches. This needs to be achieved with existing tool chains and without extensive rework of the delivery processes. This talk will present strategies and techniques for providing visibility into the true risk of the existing vulnerabilities, preventing the introduction of security issues in the software, resolving vulnerabilities in production environments quickly, and capturing the deployment bill of materials (DBOM).
Speakers:
Bob Boule
Robert Boule is a technology enthusiast with PASSION for technology and making things work along with a knack for helping others understand how things work. He comes with around 20 years of solution engineering experience in application security, software continuous delivery, and SaaS platforms. He is known for his dynamic presentations in CI/CD and application security integrated in software delivery lifecycle.
Gopinath Rebala
Gopinath Rebala is the CTO of OpsMx, where he has overall responsibility for the machine learning and data processing architectures for Secure Software Delivery. Gopi also has a strong connection with our customers, leading design and architecture for strategic implementations. Gopi is a frequent speaker and well-known leader in continuous delivery and integrating security into software delivery.
2. Agenda
Key note - Hans Vets, Senior Vice President , CGI Belgium
Market survey results
Buyer’s Journey, Benny van Calster from Minds & More
Buyer’s Journey with Dynamics CRM & ClickDimensions
CGI’s CRM Value Proposition
Q-Park customer testimonial, Sacha Oerlemans
Closing note - Hans Vets, Senior Vice President , CGI Belgium
Networking
2
3. CGI is a global end-to-end IT and business
process services leader
High-end business
and IT consulting
69,000 professionals,
85% shareholders*
10,000 clients across
the globe
System integration, IT
and business process
outsourcing
400 offices,
40 countries around
the world
Client satisfaction:
9.1/10
100+ mission-critical
IP-based solutions
$10B annualized
revenue
World’s 5th largest independent IT and BPS firm
3
* Before Logica
4. A strong local presence around the world
NORTH AMERICA
EUROPE
VENEZUELA
COLOMBIA
FINLAND
BRAZIL
PERU
NORWAY
SWEDEN
ESTONIA
UNITED KINGDOM
DENMARK
CANADA
IRELAND
NETHERLANDS
BELGIUM
GERMANY
CZECH REPUBLIC
SLOVAKIA
HUNGARY
LUXEMBOURG
USA
FRANCE
CHILE
POLAND
ARGENTINA
SWITZERLAND
ITALY
SPAIN
SOUTH
AMERICA
PORTUGAL
MIDDLE EAST AND AFRICA
INDIA
PHILIPPINES
MOROCCO
SINGAPORE
MALAYSIA
EGYPT
ASIA
PACIFIC
AUSTRALIA
4
SAUDI
ARABIA
UNITED
ARAB
EMIRATES
5. A few of our clients in Belgium
Financial
Services
Public Sector
Health
5
Energy,
Utilities &
Telco
Manufacturing
Retail &
Distribution
6. What differentiates CGI?
1. We deliver on our promise of quality work
and outcomes.
95% on-time,
2. Our local client directors are directly
responsible and accountable for client
satisfaction.
9.1/10 satisfaction
3. Our members are committed to helping our
clients succeed.
9.4/10 clients
6
on-budget delivery
score from signed
assessments from
every client
would recommend
us for further work
7. CRM in Collaboration with…
CGI is the No 1 partner in Europe
CGI has Microsoft practices in over
18 countries with over 6, 000
resources
Has realised numerous CRM
“CGI is a key partner for Microsoft. It’s
sound business expertise, experience and
it’s relationship with major European
companies”
Barbara Gordon, VP for Enterprise Partners,
Microsoft
implementations around the globe
across all sectors
CGI has a partnership with
Minds&More, leveraging their wealth of
business experience in Sales &
Marketing
CGI has a new, local partnership with
ClickDimensions
Leveraging email marketing and
Marketing automation for Dynamics
CRM
7
8. Evolution of customer relationship model
Customer Experience Leaders
22.5%
S&P 500 index
-1.3%
Customer
Experience Laggards
5-year stock performance of
Customer Experience (CxP)
leaders vs. laggards vs. S&P 500
(2007-2011)
Showing cumulative total return.
-46.3%
8
10. How and why
CGI Belgium conducted a survey from December 2013 – February 2014, to
understand if there has been a change in how leading Belgian organisations
are growing market share in the digital age.
The way people interact and buy has fundamentally changed. As a business,
you face new challenges in how to engage with your customers across
multiple channels.
Managing the customer relationship is a key concern for companies looking
to foster customer loyalty. A company’s success depends on its ability to
create and nurture mutually profitable relationships with its customers.
Organizations face many challenges in the way they engage with customers.
We see greater demand for insight that is then applied across a business.
The fact that this will be in real time from digital channels present great
challenges, yet great opportunities to increase customer value as well as
drive operational efficiencies.
12. The results – further explained
• 47% of respondents felt their organisation’s holistic approach to
customer relationships is unaware / unconsidered with a further 47%
exploring these activities. However, fundamental aspects of what
makes the approach holistic were also rated as unaware /
unconsidered.
• We see that 67% of organisations are still struggling to undertake
customer segmentation activities to identify the profile of their ideal
customer. This is also confirmed by the customers we have worked
with recently.
• When you break down the results by sector, a fascinating divergence
emerges. There are some sectors where ‘CRM is a top priority’; for
MRD it was considered a top priority by 41% and FS by 20%. This is in
stark contrast to Public Services 20% and EUT 7%.
12
13. The results – further explained
• The results show that organisations see the urgency and understand
that investments in CRM strategies still needs to be made, however it
is not being approached in a holistic, customer centric way.
• 74% of those prioritising CRM haven’t yet established their customer
touch points.
• Surprisingly, 53% of those prioritising CRM are still exploring how to
make efficient use of customer data, a pain that is common theme
across all sectors. Unsurprisingly, 55% of the top pains felt within
current CRM implementations have been cited as data quality and
correctness issues.
13
15. Why are people proud to be loyal?
• What we can deduce from the survey results is that organisations are
still experiencing the traditional pains we’ve seen over the last 5-10
years.
• 90% of respondents chose a romantic weekend away should they win
a prize for responding.
• What CGI is witnessing with clients is a continued increase in peoples
responsibility in their BAU work, while resources available are
shrinking within organisations.
• The increase in pressure for people to do more with less without the
appropriate tools and means has been the status quo for years.
Unfortunately most organisations aren’t harnessing the power of
technology to enable their employees to efficiently and effectively do
more with less.
15
16. Why are people proud to be loyal?
• In the 2 dimensional world that we used to operate in, our customers
weren’t educated buyers. They came directly to you for your expertise
and knowledge. You were always ahead of the buyer when they came
to you. Now, in most cases the buyer knows more about your products
and services than you do. Based on our research and statistics, we
continue to see that the buyer is already ahead of your sales person
by the time they have a conversation.
• The growing use of new technology and channels that provide
customers with a wealth of information on company products and
services has rapidly changed today’s buyer-seller relationship. We
have a new generation of educated buyers….
• The power lies within integrating customer data across sales,
marketing, and service to retain your educated and loyal customers
because people are proud to be loyal.
16
17. Each touch point matters!
90% of today’s buyer’s are 2/3 to 90% of
the way through the buying process before
they speak to you
4.5 billion people are empowered to
share their opinions, wants & needs like
never before
6.8 billion on mobiles
people
used
to talk
TO you
people
talk
ABOUT
you
you
have to
talk TO
people
90% of data is created via social media
44% of consumers complain via social
media. 20% expect a response within 1
hour via social media
Telephone
Review
sites
E-mail
Forums/
Blogs
400 million tweets per day about products,
services, and brands
Forms
150 average number of times a person
checks their phone each day
Educated Buyer
17
Social
Networks
Automatic
Chat
Public
Answers
18. Social media explained
<< I need to pee >>
<< I peed >>
<< This is where I pee >>
<< Why am I peeing? >>
<< Look at this pee! >>
<< I’m good at peeing >>
18
21. We help clients to grow their business by building capabilities in
marketing, sales & transformation
MARKETING
SALES
TRANSFORMATION
Define, develop, communicate and deliver offerings
that have value for your customers
Boosting commercial performance enabling you to find,
win and retain customers
Building organizational focus, capabilities and the
necessary change to win more in the market
21
22. REALISING BUSINESS GROWTH IN TODAY’S
ENVIRONMENT
How to align your resources to maximise your
growth trajectory?
• People
• Processes
• Systems
How to match the customer needs in today’s
digital age?
• Information search upfront
• When does the Selection & buying process
start …
• Online & offline integration requirements
22
23. RISKS TO AVOID
Typical Selling Process
List of
Prospects
Qualify
Propose
Close
Deliver
Up-Sell &
Cross-Sell
Often there is a disconnect between Sales & Marketing business
processes and the ‘true’ Customer’s buying journey.
Sales pushing for a close when customers have not even
recognized that they have a gap
Untroubled
&
Unaware
Gap
Acknowledged
Need
agreed
Evaluate
Suppliers &
Solutions
Select
Best
Implement
The Customer’s ‘Buying Journey’
Assess
Value
24. BUYERS’S JOURNEY
Gaps
Untroubled and unaware
versus
Positioned in category
needs!
Interest established
Gap acknowledged
Before benefits
are enjoyed,
we need....
Need agreed
Offers understood
Preference formed
Decision made
25. STRATEGIES TO FILL, PROGRESS AND ‘RECYCLE’
BUYERS
Untroubled and unaware
Positioned in category
Interest established
Gap acknowledged
Need agreed
Offer understood
Preference formed
Decision made
27. HOW ABOUT YOUR ORGANISATION?
• Aligned business objectives?
• Defined steps/stages of the buyer’s journey?
• A standardised sales process?
• Enabled in your CRM & customer touch point systems?
• ‘trust’ in your Customer data quality?
• Business reporting into your CRM?
Key components to realise your
business growth !
27
29. Use Case: Company SafetyFirst
We represent a company that sells Personal Protection Products. We
deliver a wide range of products (e.g. Head, Body, Foot protection) that
can be used in different professions to prevent injuries and physical
harm.
SafetyFirst
29
34. Multiple customer purchase paths
Channel
In-Store
1
2
RESEARCH
3
SHOP
Browse
Visit
Order
Phone
5
SERVICE
Return
Trouble
shooting
Compare
Web
PICKUP
Local POS
Ref
Catalogue
4
BUY
Check
Help
E-mail
Info
Confirm
Mob App
Social
Search
Ask
Reviews
The lighter the colour, the less
companies master these
channels
34
Digital Customer
Share
Install
37. The need to develop customer relationships….
• In a digital world has never been greater
• As can been seen in the previous slide, there are multiple
communication channels for interaction which we can help you with
• Beginning with a CRM database, WCM, Web Analytics, Campaign
Management, Marketing Automation, Social Media Marketing, Nurture
Marketing, Lead Management, Cross sell/up sell campaigns, and
mobile marketing.
• We will help you articulate your roadmap, implement Dynamics CRM
as the foundation, and in support of this we can provide application
and infrastructure management, and Business Process Optimisation
services.
37
38. Final thoughts on the buyer’s journey
18%
The number of respondents
consider ‘adapting the business due
to changing customer buying
behavior’ as a top priority. (KPMG
SiCW Business Leaders Survey)
38
39. Value Proposition: driven by business goals
• CGI has a solution to collect critical customer insights across
marketing, sales and service. These insights can be used across
today’s multichannel buyers journey to increase your market share.
• These insights can be used across today’s multichannel buyer’s
journey to increase your market share in different
• For detailed information on CGI Belgium’s CRM Value Proposition
please contact us at marketing.be@cgi.com
39
41. Final thoughts
CGI has a privileged partnership with Microsoft, supported by the
executive management of the 2 companies.
We continue to invest efforts and ensure our members have up to date
certifications in CRM to enable us to share our knowledge and expertise
across the Belgium market.
Our clients have come to rely on CGI’s highly accountable operating
structure and commitment to quality work. As a result, we have a
strong track record of turning one-time projects into long-term
relationships.
We believe we are uniquely placed on the Belgium market to support you
in this challenge of the changed buyer’s journey.
41
44. CGI’s Digital Customer Experience
• We hope you better understand the need to act now.
• If you would like to speak to our CRM expert please contact
Jo.Braeken@cgi.com
• If you would like more information on the Buyer’s Journey please
contact Benny.van.calster@mindsandmore.biz
• If you would like a presentation on the Belgium Market Survey
Results please contact Lana.Khoury@cgi.com
• If you would like further information on CGI Belgium’s Business
Process and IT Services please contact a.peeters@cgi.com
45. Our commitment to you
We approach every engagement with one
objective in mind: to help clients succeed