Delivering excellent customer experience comes to the service department. Technology now automates customer service, while also empowering customer service agents.
Those who don't learn from history are doomed to NOT repeat it.
We know the old adage, but the other reality is that there's nothing new under the sun. The same goes for the practice of User Experience (UX) and it goes back further than you might think.
History can be fun – especially when we see how it relates to our ever-expanding and shifting industry of today. This presentation is geared to new practitioners who want to understand the foundations of our field and veterans who would like to see a different perspective on our profession. Let's look at the practice of UX through a historical lens at some of man's most creative pursuits and demonstrate the parallels between the past and today's design trends.
This presentation dedicated to whom who are UX designers / students or entrepreneurs. I tried to give minor detail about UX (User Experience) myths and mistakes with humor. Credit links provided in last slide.
The Future of UX: Designing Data ExperiencesEva Willis
A funny thing happens when you open up your design process to consider the increasing number of devices people use: the importance of each individual device diminishes. That’s a significant shift for the user experiences community to adjust to. The future of UX is the user who begins a task on one device, continues through many more interfaces across many platforms and many more devices and completes their task with little recognition of, or interest in the complexity involved. To stay relevant in the development of digital products, we need think at a higher level than screens or sites or devices. The future of UX is designing data experiences.
Type on the web has many roles: it is an interface, a brand, sets tone, and directs the user. Typography has many roles and can either add or take away from User Experience. In this beautiful and exciting talk we’re going to look at various ways type is used, implemented, and dissect the role that it plays in user experience on the web.
Those who don't learn from history are doomed to NOT repeat it.
We know the old adage, but the other reality is that there's nothing new under the sun. The same goes for the practice of User Experience (UX) and it goes back further than you might think.
History can be fun – especially when we see how it relates to our ever-expanding and shifting industry of today. This presentation is geared to new practitioners who want to understand the foundations of our field and veterans who would like to see a different perspective on our profession. Let's look at the practice of UX through a historical lens at some of man's most creative pursuits and demonstrate the parallels between the past and today's design trends.
This presentation dedicated to whom who are UX designers / students or entrepreneurs. I tried to give minor detail about UX (User Experience) myths and mistakes with humor. Credit links provided in last slide.
The Future of UX: Designing Data ExperiencesEva Willis
A funny thing happens when you open up your design process to consider the increasing number of devices people use: the importance of each individual device diminishes. That’s a significant shift for the user experiences community to adjust to. The future of UX is the user who begins a task on one device, continues through many more interfaces across many platforms and many more devices and completes their task with little recognition of, or interest in the complexity involved. To stay relevant in the development of digital products, we need think at a higher level than screens or sites or devices. The future of UX is designing data experiences.
Type on the web has many roles: it is an interface, a brand, sets tone, and directs the user. Typography has many roles and can either add or take away from User Experience. In this beautiful and exciting talk we’re going to look at various ways type is used, implemented, and dissect the role that it plays in user experience on the web.
Streamlining Global Business Processes with SAP at Allnexdelaware BeLux
Allnex is a leading supplier of specialty chemicals, offering a broad range of resins, additives and crosslinkers for use on wood, metal, plastic and other surfaces. Delaware Consulting finalized recently the implementation of a business process-driven SAP- ERP deployment worldwide, based upon chemical best practices industries standards.
The road to Cloud for People at the Belgian Development Agency delaware BeLux
The HR Director of BTC will give insight in the lessons learned from bringing the global operations of BTC to the cloud in a very challenging environment. BTC is the first Belgian federal government agency that embraces cloud technology to gain insight, streamline processes and help the international cooperation of its global workforce.
Case Dossche Mills: towards a sales-driven service organization delaware BeLux
As a field sales-driven organization, you need a clear view on the day-to-day activities of your sales reps. A clear view on new introductions and actions per account, enables you to steer and guide the sales team more proactively. By knowing which customers need more or less attention, you can create a much more customer-driven organization.
Gaining efficiency at Barco with SAP Vendor Invoice Management delaware BeLux
To optimize and streamline the process of receiving and managing invoices, Barco implemented SAP Vendor Invoice Management, combined with Open Text technology. The benefits? Faster approvals, a more paperless process, more transparency and better insights. Learn more about Barco’s approach of invoice management.
SAP powered by Microsoft Azure: A match made in the cloud delaware BeLux
With SAP HANA on Azure, organizations across all industries will be able to deliver mission-critical applications and data analytics on a global scale with enterprise-grade security and compliance. Working together, the companies are certifying SAP HANA to run development, test and production workloads on Microsoft Azure, including SAP S/4HANA. These new offerings for SAP HANA are built to handle customers’ largest and most demanding workloads.
Discover SAP’s roadmap on S/4 HANA and Delaware’s approach to make your landscape S/4 HANA-compliant. Learn more about the value of HCP (Hana Cloud Platform) as the technical platform of the future to build new applications or to extend cloud & on-premise applications.
The future is at your doorstep! What is the impact of the coming technology o...delaware BeLux
Advances in technology will have a big impact on HR organizations and the way we deal with the workforce. How should HR embrace change if it wants to play a crucial role in the future organization by meeting both employee expectations and business requirements.
Innovative technologies within the service & maintenance industry. Augmented ...delaware BeLux
How can innovative SAP solutions and technologies such as augmented reality create added value? We will share the facts & figures that will help you make your business case. A real life demo of Hololens will highlight its strengths and demonstrate its SAP backend integration.
A truly smart Sales & Operations planning process delaware BeLux
A truly smart S&OP process: value-driven, responsive, integrated, tailored to your organization and managed by a capable team. The ultimate experience. But how to attain it? Discover how to raise S&OP to a new standard.
Ariba: It’s all about collaboration across the supply chain delaware BeLux
Operational excellence in procurement nowadays is chiefly about reducing inefficiencies by enabling more collaboration. Ariba offers a cloud-based platform that allows companies to share common business processes.
Customer Excellence with SAP Enterprise Information Management (xECM) delaware BeLux
Customer excellence requires all information about customer processes (CRM) and systems to be integrated with internal ERP processes. This allows companies to interact with customers in the smartest way possible whilst being able to offer new services in a changing market space.
Why should we consider S/4 HANA as the next big thing? Even if the drivers for S/4 HANA may differ, the benefits are already within reach. Learn how the value-added can be made tangible.
Creating project ambassadors through internal communication delaware BeLux
A communication program to complement an SAP implementation is only a small part in the overall project, but it can make all the difference. Some simple guidelines on how to turn everyone into an ambassador of your projects.
MS Dynamics AX7 is not your father’s ERP. AX7 brings you to a cloud-first, mobile-first world that is independent of device and recognizes every user is unique. This session includes a live demo.
Using the power of data visualizations to provide deeper insightdelaware BeLux
Power BI provides new insights by unlocking and combining multiple data sources and visualizing these data in an interactive way, sharing the information across the organization.
Prepare for the next generation of User Interactiondelaware BeLux
BOT and AI technology are dramatically changing the way services providers will interact with their customers. One of our customers realized important productivity gains by using a revolutionary UI concept.
Integrated, activity-driven dashboards (using Office 365) will increase employee efficiency and engagement. They are essential in relieving stress in the modern digital workplace.
Step-by-step into the world of Hybrid integration with Azuredelaware BeLux
Hybrid integration unites the disparate landscape of cloud-based solutions. Preventing the rise of isolated systems lowers TCO and leverages information sharing.
Spreading happiness: The power of communication in IT projectsdelaware BeLux
Internal communication helps in aligning people. When changes happen, communication will increase user adoption and decrease resistance. Tips and tricks from real life cases.
Le nuove frontiere dell'AI nell'RPA con UiPath Autopilot™UiPathCommunity
In questo evento online gratuito, organizzato dalla Community Italiana di UiPath, potrai esplorare le nuove funzionalità di Autopilot, il tool che integra l'Intelligenza Artificiale nei processi di sviluppo e utilizzo delle Automazioni.
📕 Vedremo insieme alcuni esempi dell'utilizzo di Autopilot in diversi tool della Suite UiPath:
Autopilot per Studio Web
Autopilot per Studio
Autopilot per Apps
Clipboard AI
GenAI applicata alla Document Understanding
👨🏫👨💻 Speakers:
Stefano Negro, UiPath MVPx3, RPA Tech Lead @ BSP Consultant
Flavio Martinelli, UiPath MVP 2023, Technical Account Manager @UiPath
Andrei Tasca, RPA Solutions Team Lead @NTT Data
Streamlining Global Business Processes with SAP at Allnexdelaware BeLux
Allnex is a leading supplier of specialty chemicals, offering a broad range of resins, additives and crosslinkers for use on wood, metal, plastic and other surfaces. Delaware Consulting finalized recently the implementation of a business process-driven SAP- ERP deployment worldwide, based upon chemical best practices industries standards.
The road to Cloud for People at the Belgian Development Agency delaware BeLux
The HR Director of BTC will give insight in the lessons learned from bringing the global operations of BTC to the cloud in a very challenging environment. BTC is the first Belgian federal government agency that embraces cloud technology to gain insight, streamline processes and help the international cooperation of its global workforce.
Case Dossche Mills: towards a sales-driven service organization delaware BeLux
As a field sales-driven organization, you need a clear view on the day-to-day activities of your sales reps. A clear view on new introductions and actions per account, enables you to steer and guide the sales team more proactively. By knowing which customers need more or less attention, you can create a much more customer-driven organization.
Gaining efficiency at Barco with SAP Vendor Invoice Management delaware BeLux
To optimize and streamline the process of receiving and managing invoices, Barco implemented SAP Vendor Invoice Management, combined with Open Text technology. The benefits? Faster approvals, a more paperless process, more transparency and better insights. Learn more about Barco’s approach of invoice management.
SAP powered by Microsoft Azure: A match made in the cloud delaware BeLux
With SAP HANA on Azure, organizations across all industries will be able to deliver mission-critical applications and data analytics on a global scale with enterprise-grade security and compliance. Working together, the companies are certifying SAP HANA to run development, test and production workloads on Microsoft Azure, including SAP S/4HANA. These new offerings for SAP HANA are built to handle customers’ largest and most demanding workloads.
Discover SAP’s roadmap on S/4 HANA and Delaware’s approach to make your landscape S/4 HANA-compliant. Learn more about the value of HCP (Hana Cloud Platform) as the technical platform of the future to build new applications or to extend cloud & on-premise applications.
The future is at your doorstep! What is the impact of the coming technology o...delaware BeLux
Advances in technology will have a big impact on HR organizations and the way we deal with the workforce. How should HR embrace change if it wants to play a crucial role in the future organization by meeting both employee expectations and business requirements.
Innovative technologies within the service & maintenance industry. Augmented ...delaware BeLux
How can innovative SAP solutions and technologies such as augmented reality create added value? We will share the facts & figures that will help you make your business case. A real life demo of Hololens will highlight its strengths and demonstrate its SAP backend integration.
A truly smart Sales & Operations planning process delaware BeLux
A truly smart S&OP process: value-driven, responsive, integrated, tailored to your organization and managed by a capable team. The ultimate experience. But how to attain it? Discover how to raise S&OP to a new standard.
Ariba: It’s all about collaboration across the supply chain delaware BeLux
Operational excellence in procurement nowadays is chiefly about reducing inefficiencies by enabling more collaboration. Ariba offers a cloud-based platform that allows companies to share common business processes.
Customer Excellence with SAP Enterprise Information Management (xECM) delaware BeLux
Customer excellence requires all information about customer processes (CRM) and systems to be integrated with internal ERP processes. This allows companies to interact with customers in the smartest way possible whilst being able to offer new services in a changing market space.
Why should we consider S/4 HANA as the next big thing? Even if the drivers for S/4 HANA may differ, the benefits are already within reach. Learn how the value-added can be made tangible.
Creating project ambassadors through internal communication delaware BeLux
A communication program to complement an SAP implementation is only a small part in the overall project, but it can make all the difference. Some simple guidelines on how to turn everyone into an ambassador of your projects.
MS Dynamics AX7 is not your father’s ERP. AX7 brings you to a cloud-first, mobile-first world that is independent of device and recognizes every user is unique. This session includes a live demo.
Using the power of data visualizations to provide deeper insightdelaware BeLux
Power BI provides new insights by unlocking and combining multiple data sources and visualizing these data in an interactive way, sharing the information across the organization.
Prepare for the next generation of User Interactiondelaware BeLux
BOT and AI technology are dramatically changing the way services providers will interact with their customers. One of our customers realized important productivity gains by using a revolutionary UI concept.
Integrated, activity-driven dashboards (using Office 365) will increase employee efficiency and engagement. They are essential in relieving stress in the modern digital workplace.
Step-by-step into the world of Hybrid integration with Azuredelaware BeLux
Hybrid integration unites the disparate landscape of cloud-based solutions. Preventing the rise of isolated systems lowers TCO and leverages information sharing.
Spreading happiness: The power of communication in IT projectsdelaware BeLux
Internal communication helps in aligning people. When changes happen, communication will increase user adoption and decrease resistance. Tips and tricks from real life cases.
Le nuove frontiere dell'AI nell'RPA con UiPath Autopilot™UiPathCommunity
In questo evento online gratuito, organizzato dalla Community Italiana di UiPath, potrai esplorare le nuove funzionalità di Autopilot, il tool che integra l'Intelligenza Artificiale nei processi di sviluppo e utilizzo delle Automazioni.
📕 Vedremo insieme alcuni esempi dell'utilizzo di Autopilot in diversi tool della Suite UiPath:
Autopilot per Studio Web
Autopilot per Studio
Autopilot per Apps
Clipboard AI
GenAI applicata alla Document Understanding
👨🏫👨💻 Speakers:
Stefano Negro, UiPath MVPx3, RPA Tech Lead @ BSP Consultant
Flavio Martinelli, UiPath MVP 2023, Technical Account Manager @UiPath
Andrei Tasca, RPA Solutions Team Lead @NTT Data
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
Encryption in Microsoft 365 - ExpertsLive Netherlands 2024Albert Hoitingh
In this session I delve into the encryption technology used in Microsoft 365 and Microsoft Purview. Including the concepts of Customer Key and Double Key Encryption.
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
Accelerate your Kubernetes clusters with Varnish CachingThijs Feryn
A presentation about the usage and availability of Varnish on Kubernetes. This talk explores the capabilities of Varnish caching and shows how to use the Varnish Helm chart to deploy it to Kubernetes.
This presentation was delivered at K8SUG Singapore. See https://feryn.eu/presentations/accelerate-your-kubernetes-clusters-with-varnish-caching-k8sug-singapore-28-2024 for more details.
DevOps and Testing slides at DASA ConnectKari Kakkonen
My and Rik Marselis slides at 30.5.2024 DASA Connect conference. We discuss about what is testing, then what is agile testing and finally what is Testing in DevOps. Finally we had lovely workshop with the participants trying to find out different ways to think about quality and testing in different parts of the DevOps infinity loop.
Generative AI Deep Dive: Advancing from Proof of Concept to ProductionAggregage
Join Maher Hanafi, VP of Engineering at Betterworks, in this new session where he'll share a practical framework to transform Gen AI prototypes into impactful products! He'll delve into the complexities of data collection and management, model selection and optimization, and ensuring security, scalability, and responsible use.
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
The Art of the Pitch: WordPress Relationships and SalesLaura Byrne
Clients don’t know what they don’t know. What web solutions are right for them? How does WordPress come into the picture? How do you make sure you understand scope and timeline? What do you do if sometime changes?
All these questions and more will be explored as we talk about matching clients’ needs with what your agency offers without pulling teeth or pulling your hair out. Practical tips, and strategies for successful relationship building that leads to closing the deal.
Relationship customer & brand
Turn bad experience into good one
Drive trust, loyalty, and customer life time value
My defining moment at car glass
Fast & responsive, via the channels I want, at the time a want it, and at the location a want
Omnichannel Service Platfrom reachting out to customer via selfservice portals, communities and social media
With intelligence service analytics and knowledge management driving online customer experience and reducing the load on your service centers
Tools to Improve the productivity of customer service agents
Customers can search & browse your online knowledgebase, consult service communities, or request personal service from your company
Plug into your existing website, respecting your brand
Responsive design for desktop, tablet and phones
Access managed via the CRM Platform
Listen to social media as Facebook, twitter, news feed our your favourite blogs
Analyse Sentiment, drill down to individual posts
Respondefrom within tool, convert post to CRM action’s, continue the conversion via other channels
Microsoft Interactive Service Hub agents have got:
- 1 screen overview of all their workstream as customer interactions and cases
- fast & drillable overview of their work per category or priority
- Create follow-up action from the same screen
Proactive Customer Experience – Case example
Context
Transportation business
SLA Based Transports
Our mission
Integration track ‘n’ trace system with CRM
Value
Notify customer agents of possible late arrivals
Proactivly solving issues
This is just the first step, with Cortana Analytics , IoT & CRM together the next generation of service is available know
This is just the first step, with Cortana Analytics , IoT & CRM together the next generation of service is available know
The digital revolution continues for engineers delivering service in the field
Delaware has been creating their vision combining 2 major innovations from Microsoft: FieldOne & Hololens
Defining moment – what is yours
Microsoft omnichannel platform
Happy Customer Agents with Interaction Service Hub
Analytics to improve online experience and reduce to load on your service people