A presentation discussing the benefits of developing a customer experience dashboard to measure customer happiness and to help drive business planning and efficiency. Includes top tips when scoping and planning a dashboard project.
The business requirement was to Improve customer experience and drive business success with ForeSee. Our multichannel analytics give you to Build a dynamic Customer Experience Analytics dashboard with rich UI components like High Charts, Google Maps and other Java Script libraries.
Learn how you can drive your business forward with confidence by making decisions based on actionable insights gained from organizational data in real-time.
This presentation highlights the criticality of governance in Customer Journey Mapping and addresses some frequently asked questions around how to build a customer experience effort that is lasting and strong.
Ten Key Insights from 15 Years of Customer Journey Mappingsuitecx
A set of 20 case studies from 15 years of experience conducting Customer Journey Maps, CX and Technology Vendor Assessments, Voice of Customer and targeted Contact Strategies.
Improve customer satisfaction by integrating Qualtrics surveys with SalesforceQualtrics
Announcing new features to Qualtrics' out-of-the-box integration with Salesforce. Learn how Qualtrics makes it easy to collect and act on customer feedback in Salesforce. Automatically trigger surveys based on events or send surveys in batches. Feed survey data into Salesforce to take action on and report on customer feedback.
Speakers:
Michael Wayner, Customer Insights Manager, GE Intelligent Platforms
Andres Ceballos, Vice President ISV & Channel Alliances, Salesforce
Josh Cazier, Sales Engineer, Qualtrics
Effective requirement gathering using Design Thinking techniqueAgile Chandigarh
Deck used by Mr Arjun.B.Ghosh, Agile Coach, Accenture for the session "Effective requirement gathering using Design Thinking technique" at INSPIRE 2018, Agile Chandigarh's Annual Conference.
A presentation discussing the benefits of developing a customer experience dashboard to measure customer happiness and to help drive business planning and efficiency. Includes top tips when scoping and planning a dashboard project.
The business requirement was to Improve customer experience and drive business success with ForeSee. Our multichannel analytics give you to Build a dynamic Customer Experience Analytics dashboard with rich UI components like High Charts, Google Maps and other Java Script libraries.
Learn how you can drive your business forward with confidence by making decisions based on actionable insights gained from organizational data in real-time.
This presentation highlights the criticality of governance in Customer Journey Mapping and addresses some frequently asked questions around how to build a customer experience effort that is lasting and strong.
Ten Key Insights from 15 Years of Customer Journey Mappingsuitecx
A set of 20 case studies from 15 years of experience conducting Customer Journey Maps, CX and Technology Vendor Assessments, Voice of Customer and targeted Contact Strategies.
Improve customer satisfaction by integrating Qualtrics surveys with SalesforceQualtrics
Announcing new features to Qualtrics' out-of-the-box integration with Salesforce. Learn how Qualtrics makes it easy to collect and act on customer feedback in Salesforce. Automatically trigger surveys based on events or send surveys in batches. Feed survey data into Salesforce to take action on and report on customer feedback.
Speakers:
Michael Wayner, Customer Insights Manager, GE Intelligent Platforms
Andres Ceballos, Vice President ISV & Channel Alliances, Salesforce
Josh Cazier, Sales Engineer, Qualtrics
Effective requirement gathering using Design Thinking techniqueAgile Chandigarh
Deck used by Mr Arjun.B.Ghosh, Agile Coach, Accenture for the session "Effective requirement gathering using Design Thinking technique" at INSPIRE 2018, Agile Chandigarh's Annual Conference.
How to Design a Value-Based Renewal Management ProcessGainsight
You can't rely on inertia to renew your customers for you. You can't even rely on customer happiness or delight to ensure a successful renewal event. In the Age of the Customer, the only predictable way to ensure renewal is to ensure your customers achieve their desired outcome. And that's intrinsically linke to value delivery. When you have a renewal process based on value, you're controlling all the variables that are in your control. Learn how to achieve a Value-Based Renewal Management process in this session.
In today’s changing digital landscape a key challenge is instilling the up to date skills and expertise within your organisation to embrace and leverage these changes. Choosing the right supplier to help you bridge this skills and expertise gap is crucial in helping you cope. In this discussion we cover some criteria that you should consider when assessing your options.
Unlock Your Data's Potential By Integrating Qualtrics & TableauQualtrics
Find out what happens when you pair the only enterprise customer experience management platform with the world's most powerful data visualisation software.
The new Qualtrics and Tableau Integration allows you to connect your Tableau desktop to Qualtrics so you can gather and view data in real-time. Join Josh Robbins from Qualtrics and Bob Middleton from Tableau for our webinar where you will learn:
The easiest and most efficient way to get Qualtrics data into Tableau for both ad hoc or continual analysis.
Top tips for engaging your target respondents including keeping surveys mobile friendly, utilizing the survey library (not reinventing the wheel), while making questions easy to understand and much more.
Top tips for creating powerful visualisations.
High impact use cases from customers using the connector.
Revealing Behavior: Web Analytics Strategy 101Ravi Singh
This talk is about Web Analytics Strategy,
Managing an in-house analytics program
And leveraging analytics to optimize your product.
Analytics involves measuring, testing and storytelling.
But it’s real purpose is to TAKE ACTION to improve, based on insights from well-interpreted data.
If you won’t take action, don’t bother with analytics.
As the COVID-19 vaccines promise relief in the global fight against the coronavirus, organizations are creating the infrastructure to manage communication, compliance, and distribution to their workers and families. Join Workday to learn how members of the community are preparing for the next phase of virus response.
View related videos:
Using Workday to Return to the Workplace | Experiences https://www.youtube.com/watch?v=5TdzzkICG-Q
Using Workday to Return to the Workplace | Agility https://www.youtube.com/watch?v=CTamQQuNw6A
Qualtrics Vocalize Product Tour: An Inside Look at the Future of Voice of the...Qualtrics
Discover how easy it is to capture your customer’s voice across channels, analyze trends, and take action in real-time – all with an intuitive, point and click interface. Qualtrics Vocalize is changing the world of VoC and making it easier than ever.
Best practices in customer experience mappingsuitecx
6-step guide to conducting a successful customer journey / customer experience mapping exercise. Over 30 years of expertise goes into this best practice guide.
Customer success story Tat Chuan AcousticRalf Wilden
This distributor of the Sonos brand centralizes data for Sales analytics by leveraging the API layer of Salesforce. This results in Salesforce becoming the single source of truth.
Learn How to Recruit and Engage Your Own Research Panel with QualtricsQualtrics
Now, more than ever, organizations need data fast. They also need data that is accurate. And they need data from the right people. What's the best way to do this? Recruit and engage your own panel of respondents.
Join our webinar on Wednesday, November 11th to learn best practices and strategies for recruiting, engaging, and rewarding your own panel of respondents from Qualtrics' Panel Management experts, Andrew Peterson and Braydon Anderson.
Navigating the Workday Analytics and Reporting EcosystemWorkday, Inc.
Learn how to maximize the reporting and analytics capability in Workday for finance and HR teams. This slide deck dives into the functionality of Workday Prism Analytics and Workday People Analytics.
Qualtrics - Salesforce Integration for SFDC MVPsQualtrics
Qualtrics loves MVPs! We liked meeting with many of you at Dreamforce and want to keep the conversation going. Join us for a deeper dive into the Qualtrics - Salesforce integration.
Speakers:
Jon Tresko, Salesforce MVP and CodeScience Solution Architect
Josh Cazier, Sales Engineer, Qualtrics
Acquisition retention loyalty in proper proportion to maximize profitabilitysuitecx
To extend the profit stream beyond its expected pattern, a company must develop and implement strategies that:
Rebalance from the singular focus on acquisition to retention/growth
Drive customer retention (for incremental profits regardless of achieving loyalty)
Improve customer loyalty (for long-term referrals and growth)
Use a combination of both (leveraging the response and revenue lift from different sets of customers).
Acquire strategically to grow most profitably
How world class companies optimize the digital experienceQualtrics
Learn how the world's most innovative companies execute digital optimisation programs built on website / mobile feedback and customer engagement. Understand specific ways to increase loyalty, engagement and conversion across your digital assets.
How to Design a Value-Based Renewal Management ProcessGainsight
You can't rely on inertia to renew your customers for you. You can't even rely on customer happiness or delight to ensure a successful renewal event. In the Age of the Customer, the only predictable way to ensure renewal is to ensure your customers achieve their desired outcome. And that's intrinsically linke to value delivery. When you have a renewal process based on value, you're controlling all the variables that are in your control. Learn how to achieve a Value-Based Renewal Management process in this session.
In today’s changing digital landscape a key challenge is instilling the up to date skills and expertise within your organisation to embrace and leverage these changes. Choosing the right supplier to help you bridge this skills and expertise gap is crucial in helping you cope. In this discussion we cover some criteria that you should consider when assessing your options.
Unlock Your Data's Potential By Integrating Qualtrics & TableauQualtrics
Find out what happens when you pair the only enterprise customer experience management platform with the world's most powerful data visualisation software.
The new Qualtrics and Tableau Integration allows you to connect your Tableau desktop to Qualtrics so you can gather and view data in real-time. Join Josh Robbins from Qualtrics and Bob Middleton from Tableau for our webinar where you will learn:
The easiest and most efficient way to get Qualtrics data into Tableau for both ad hoc or continual analysis.
Top tips for engaging your target respondents including keeping surveys mobile friendly, utilizing the survey library (not reinventing the wheel), while making questions easy to understand and much more.
Top tips for creating powerful visualisations.
High impact use cases from customers using the connector.
Revealing Behavior: Web Analytics Strategy 101Ravi Singh
This talk is about Web Analytics Strategy,
Managing an in-house analytics program
And leveraging analytics to optimize your product.
Analytics involves measuring, testing and storytelling.
But it’s real purpose is to TAKE ACTION to improve, based on insights from well-interpreted data.
If you won’t take action, don’t bother with analytics.
As the COVID-19 vaccines promise relief in the global fight against the coronavirus, organizations are creating the infrastructure to manage communication, compliance, and distribution to their workers and families. Join Workday to learn how members of the community are preparing for the next phase of virus response.
View related videos:
Using Workday to Return to the Workplace | Experiences https://www.youtube.com/watch?v=5TdzzkICG-Q
Using Workday to Return to the Workplace | Agility https://www.youtube.com/watch?v=CTamQQuNw6A
Qualtrics Vocalize Product Tour: An Inside Look at the Future of Voice of the...Qualtrics
Discover how easy it is to capture your customer’s voice across channels, analyze trends, and take action in real-time – all with an intuitive, point and click interface. Qualtrics Vocalize is changing the world of VoC and making it easier than ever.
Best practices in customer experience mappingsuitecx
6-step guide to conducting a successful customer journey / customer experience mapping exercise. Over 30 years of expertise goes into this best practice guide.
Customer success story Tat Chuan AcousticRalf Wilden
This distributor of the Sonos brand centralizes data for Sales analytics by leveraging the API layer of Salesforce. This results in Salesforce becoming the single source of truth.
Learn How to Recruit and Engage Your Own Research Panel with QualtricsQualtrics
Now, more than ever, organizations need data fast. They also need data that is accurate. And they need data from the right people. What's the best way to do this? Recruit and engage your own panel of respondents.
Join our webinar on Wednesday, November 11th to learn best practices and strategies for recruiting, engaging, and rewarding your own panel of respondents from Qualtrics' Panel Management experts, Andrew Peterson and Braydon Anderson.
Navigating the Workday Analytics and Reporting EcosystemWorkday, Inc.
Learn how to maximize the reporting and analytics capability in Workday for finance and HR teams. This slide deck dives into the functionality of Workday Prism Analytics and Workday People Analytics.
Qualtrics - Salesforce Integration for SFDC MVPsQualtrics
Qualtrics loves MVPs! We liked meeting with many of you at Dreamforce and want to keep the conversation going. Join us for a deeper dive into the Qualtrics - Salesforce integration.
Speakers:
Jon Tresko, Salesforce MVP and CodeScience Solution Architect
Josh Cazier, Sales Engineer, Qualtrics
Acquisition retention loyalty in proper proportion to maximize profitabilitysuitecx
To extend the profit stream beyond its expected pattern, a company must develop and implement strategies that:
Rebalance from the singular focus on acquisition to retention/growth
Drive customer retention (for incremental profits regardless of achieving loyalty)
Improve customer loyalty (for long-term referrals and growth)
Use a combination of both (leveraging the response and revenue lift from different sets of customers).
Acquire strategically to grow most profitably
How world class companies optimize the digital experienceQualtrics
Learn how the world's most innovative companies execute digital optimisation programs built on website / mobile feedback and customer engagement. Understand specific ways to increase loyalty, engagement and conversion across your digital assets.
Frequently asked questions about customer journey mappingsuitecx
Customer Journey Mapping is a tried and true technique to better understand your customers' experiences as the foundation for driving change and innovation.
This document contains the best of our knowledge from over 50 combined years of consulting using Customer Journey Maps with clients.
Your VoC Programme is underperforming - and you know it WebinarFuturelab
The webinar to go with the whitepaper Your VoC Programme is underperforming and you know it - do something about it: https://www.linkedin.com/posts/stefankolle_your-voc-programme-is-underperforming-and-activity-6656138043298324480-t96j
All the details to consider when launching an enterprise-wide employee recognition solution can seem confusing and downright overwhelming for your clients. During this session Kim, Beth and Stan demystified the process and shared secrets to ensuring a successful "go live" and setting any organization up for sustained momentum in the crucial early days.
Omnichannel Attribution: How to Virgin Holidays join online and offline channelsmarketingfinder.co.uk
The divide between online and offline marketing is smaller than ever, and although the practicality of making the join has been questioned in the past, the technology exists today for you to make it happen.
Featuring guest speaker James Libor, Senior Marketing Planning & Efficiency Executive from Virgin Holidays, this webinar will demonstrate the importance of joining online and offline channels for an omnichannel approach to measurement and attribution, and how it can be used to power better decisions.
Customer Experience is a key differentiator – globally, 81% of consumers are willing to pay more for a better experience [Capgemini]. Learn about the changing customer environment, how to go about creating a customer experience-led approach and the benefits it will bring!
A Step by Step Approach to Actionable Website KPIsUnilytics
Learn How Well Designed KPI’s Immediately Inform How Your Website is Performing. This webinar presents a real world methodology to build relevant KPIs that provide direct feedback on the success of your website and organization.
How to Use Data to Drive Product Decisions by PayPal PMProduct School
Product Managers spend a lot of time thinking about our product metrics, determining which KPIs best describe our progress and what measures we can take to accelerate our success. As a new Product Manager, parsing through the ocean of data can be overwhelming and using this data to make product decisions can be a challenging task.
Deb talked about how you can incorporate data through out your product life cycle to drive product decisions, feature prioritization and long term roadmap strategy. She walked through simple use cases where data has helped Product Managers break down complex problems and arrive at simple product decisions that directly impacted their KPIs. The industry is increasingly hiring data driven Product Managers.
eSavvy webinar: Top 5+1 Tips of How to Maximize the ROI of a CRM InvestmenteSavvy
Do you want to know how to maximize the return of investment in a CRM system? Are you interested to find out how to truly use a CRM system to its full potential and how you can benefit from doing so? Then watch our next webinar, during which our Managing Director David Goad will share with you top tips on how to maximize the ROI of a CRM investment. David has been involved in more than 200 Business Application Implementations and was one of the contributing authors of the proven project management methodology recommended by Microsoft – Dynamics Sure Step. He will use his vast experience and project management knowledge to provide you with valuable insights about how to select your new CRM, how to prepare for CRM deployment projects and what to do during and after the project to maximize the results from your investment.
Studies upon studies have been done on how efficient you could be, and how much more ROI you’d gain, if you’d just put an organized lead management process in place. Easier said than done though, and best practices are only a good starting point to get your mind around the concept.
Customer success is now table stakes for SaaS companies. At SuccessCon West 2015, we conducted a roundtable discussion with CS professionals on key topics to consider when starting a CS team. Topics included: Creating value, Hiring, Building the playbook/process, Technology
Best practices for contact center performance managementJennifer Whedbee
This webinar covers the best practices for implementing a real-time contact center performance management (CCPM) solution.
- Best-of-breed contact center performance management solution functionality
- Benefits of implementing a contact center management solution
- Top reasons for investing in a real-time contact center management solution
Recorded Thursday, April 21, 2015
Custom Calculations: Your business is unique — shouldn't your metrics be?Looker
Analytics is about so much more than defining high-level KPIs and building dashboards to amplify them. With a little creativity, you can create custom metrics designed to inform every member of an organization. With this knowledge of their effect on the business, everyone can optimize their impact on company-wide goals.
What you'll learn:
-Why standard KPIs may not be getting you everything you need
-Who can benefit from these new metrics (everyone!)
-How to identify key metrics and roll them out to the entire organization
-Get examples of how other companies are creating custom analytics
Emerging Trends in Performance Management: Diagnose, Discern & Develop - Part 1Cornerstone OnDemand
In this session, Jeremy Spake, Principal Consultant, Advisory Services for Cornerstone OnDemand, will explore several emerging trends through examining case studies of companies using these new performance management concepts. Discussing specific actions, Mr. Spake steps us through how to diagnose your current performance strategy, the benefits the latest trends have on employee engagement as it pertains to performance management, as well as discerning between learning activities and development achievement.
Today’s customers are more informed and getting their information in new ways from new sources. Decisions are influenced by discussions online and user reviews. The old ways of doing business are changing. And that means companies must change as well. As with all changes, those companies that successfully adapt to the reality of the market will succeed while those which don’t will fall behind. While this shift creates new challenges, it also creates a huge opportunity for businesses to reach customers in ways never before possible.
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/
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.
Neuro-symbolic is not enough, we need neuro-*semantic*Frank van Harmelen
Neuro-symbolic (NeSy) AI is on the rise. However, simply machine learning on just any symbolic structure is not sufficient to really harvest the gains of NeSy. These will only be gained when the symbolic structures have an actual semantics. I give an operational definition of semantics as “predictable inference”.
All of this illustrated with link prediction over knowledge graphs, but the argument is general.
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
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
Builder.ai Founder Sachin Dev Duggal's Strategic Approach to Create an Innova...Ramesh Iyer
In today's fast-changing business world, Companies that adapt and embrace new ideas often need help to keep up with the competition. However, fostering a culture of innovation takes much work. It takes vision, leadership and willingness to take risks in the right proportion. Sachin Dev Duggal, co-founder of Builder.ai, has perfected the art of this balance, creating a company culture where creativity and growth are nurtured at each stage.
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.
Kubernetes & AI - Beauty and the Beast !?! @KCD Istanbul 2024Tobias Schneck
As AI technology is pushing into IT I was wondering myself, as an “infrastructure container kubernetes guy”, how get this fancy AI technology get managed from an infrastructure operational view? Is it possible to apply our lovely cloud native principals as well? What benefit’s both technologies could bring to each other?
Let me take this questions and provide you a short journey through existing deployment models and use cases for AI software. On practical examples, we discuss what cloud/on-premise strategy we may need for applying it to our own infrastructure to get it to work from an enterprise perspective. I want to give an overview about infrastructure requirements and technologies, what could be beneficial or limiting your AI use cases in an enterprise environment. An interactive Demo will give you some insides, what approaches I got already working for real.
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
Elevating Tactical DDD Patterns Through Object CalisthenicsDorra BARTAGUIZ
After immersing yourself in the blue book and its red counterpart, attending DDD-focused conferences, and applying tactical patterns, you're left with a crucial question: How do I ensure my design is effective? Tactical patterns within Domain-Driven Design (DDD) serve as guiding principles for creating clear and manageable domain models. However, achieving success with these patterns requires additional guidance. Interestingly, we've observed that a set of constraints initially designed for training purposes remarkably aligns with effective pattern implementation, offering a more ‘mechanical’ approach. Let's explore together how Object Calisthenics can elevate the design of your tactical DDD patterns, offering concrete help for those venturing into DDD for the first time!
Essentials of Automations: Optimizing FME Workflows with ParametersSafe Software
Are you looking to streamline your workflows and boost your projects’ efficiency? Do you find yourself searching for ways to add flexibility and control over your FME workflows? If so, you’re in the right place.
Join us for an insightful dive into the world of FME parameters, a critical element in optimizing workflow efficiency. This webinar marks the beginning of our three-part “Essentials of Automation” series. This first webinar is designed to equip you with the knowledge and skills to utilize parameters effectively: enhancing the flexibility, maintainability, and user control of your FME projects.
Here’s what you’ll gain:
- Essentials of FME Parameters: Understand the pivotal role of parameters, including Reader/Writer, Transformer, User, and FME Flow categories. Discover how they are the key to unlocking automation and optimization within your workflows.
- Practical Applications in FME Form: Delve into key user parameter types including choice, connections, and file URLs. Allow users to control how a workflow runs, making your workflows more reusable. Learn to import values and deliver the best user experience for your workflows while enhancing accuracy.
- Optimization Strategies in FME Flow: Explore the creation and strategic deployment of parameters in FME Flow, including the use of deployment and geometry parameters, to maximize workflow efficiency.
- Pro Tips for Success: Gain insights on parameterizing connections and leveraging new features like Conditional Visibility for clarity and simplicity.
We’ll wrap up with a glimpse into future webinars, followed by a Q&A session to address your specific questions surrounding this topic.
Don’t miss this opportunity to elevate your FME expertise and drive your projects to new heights of efficiency.
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.
GDG Cloud Southlake #33: Boule & Rebala: Effective AppSec in SDLC using Deplo...
Engage 2013 - Designing a cx dashboard
1. Designing a Customer
Experience Dashboard
Megan Caauwe
Consultant, Business Intelligence
Jen Eckert
Director, Strategic Consulting
2. Agenda
What is Customer Experience?
• Customer Experience Journey
• Identifying Key Metrics
Monitoring Web Presence
• Why is it important?
Dashboard Design Guidelines
• Getting Started
• Sample Dashboard Scenario
Q&A
3. What is Customer Experience?
• Customer Experience is …
– NOT just measurements of single interactions
– NOT just a purely contact center initiative
– NOT just Customer Satisfaction
– NOT just Service Level or Average Handle Time
It a collection of experiences and perceptions
throughout the customer journey.
Defining Customer Experience
5. What is Customer Experience?
Discover
•Referrals
•Research
•Word of Mouth
•Direct Marketing
•Advertisement
Evaluate
•Research
•Read Reviews
•Seek Feedback
•Trials
Buy
•Order Online
•Purchase In
Store
•Phone Order
•Make Payment
Access
•Check Order
Status
•Receive Product
via Delivery
•Pick up Product
•Receive Service
•Download from
Internet
Use
•Installation
•Troubleshooting
•Training
•Reporting Issues
Maintain
•Upgrades
•Warranty
•Replacement
Parts
Six Phases of the Customer Journey
Most Customers Don’t Have a
Need to Interact with your
Contact Center Until Here…
…AND, often it is because
something is WRONG!!!
6. What is Customer Experience?
First Contact
Resolution (FCR)
Net Promoter
Score (NPS)
Voice of the
Customer (VOC)
Customer Effort
Score (CES)
ANI Data
Claim Rates
CRM Data
Defect Rates
Return Rates
Speech Analytics
Surveys
Web/Social Media
Monitoring
Wrap-up Codes
Common Key Metrics
7. In Session Question
Are you currently tracking any Customer
Experience metrics?
• Yes
• No, but starting to think about it
• No, and haven’t even thought about it
View Results
www.avtex.com/engage
9. Monitoring Web Presence
Every Minute…
“…every tweet tells
a story.”
- Brooks Thomas
Chief Social Media Guru,
Southwest Airlines
Hours of YouTube videos
uploaded100
Million Pieces of content posted
on Facebook1.7
Months of YouTube videos
watched on Facebook4.4
Thousand Tweets278
YouTube Links tweeted700
10. In Session Question
Are you consistently monitoring your social
media presence?
• Yes
• No, but starting to think about it
• No, and haven’t even thought about it
View Results
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11. Dashboard Design Guidelines
Term originates from the ability
to glean important information
from a mere at your
car’s dashboard.
In business, it is about
and
communication of information
relevant to a particular business
objective/process.
What is a dashboard?
Every dashboard is .
What works for one business
may not work for another.
12. Dashboard Design Guidelines
What
WhyWho
When
•Watching long-term goals
•Wants summarized information / KPIs
•Reviews reports/dashboards on a
Semiannual/Quarterly basis
Upper
Management
•Watching short-term goals
•Wants a combination of
detailed and summarized
information
•Reviews reports/dashboards on
a Monthly/Weekly basis
Middle
Management
•Watching operational
goals
•Wants detailed
operational reporting
•Reviews reports on a
Daily/Hourly basis
Line Managers
Identifying Key Metrics
13. Dashboard Design Guidelines
• Where is the data?
• How easily can one connect
to retrieve updates?
• How clean is the data?
– Social media data is a common
example where some cleanup
may be needed.
• What does the root system
data mean in relation to the
identified key metrics?
Tool to Model the following
Sample Scenario:
Power BI within Microsoft Excel
Starting a Dashboard Mock-up
16. What’s Next?
• Have you taken time to truly understand the journey
your customers take?
• What kinds of information do you already have which
might help you understand that customer journey?
• What does that information really mean, beneath its
face value?
• How do you represent that data so it is truly relevant to
your customer experience strategy?
Questions to Consider
Social Media Presence Results Customer Experience Results
Customer Experience is often used synonymously with the terms Customer Service and Customer Satisfaction. While every single interaction you have with a prospect or customer is important, that interaction is just a part of the overall journey your customer will take with your organization. There is one word on this slide that deserves specific attention – and that is, “perceptions”. As much as we all want to use objective metrics to evaluate performance, Customer Experience is as much an “emotional” response as it is a “tangible” one. This means we need to be concerned with nontraditional sources of information and interpreting the data these sources provide in ways that we have not considered in the past.
Embed Code: <iframe width="560" height="315" src="//www.youtube.com/embed/360erN1Ytjk?list=UUAjsIzgAqJBC70wYt45cMYg" frameborder="0" allowfullscreen></iframe>Raw Video Link: https://www.youtube.com/watch?v=360erN1YtjkTo further illustrate the “emotional” component of customer experience, this video highlights the importance of not just providing a great product or service, but how a customer “feels” about the journey.
To illustrate, the customer journey encompasses 6 distinct phases. Each phase includes specific “touch points” that your customer may utilize as he/she completes the journey from learning about your product/service through purchasing, use and ongoing care. One of the biggest mistakes that companies make is not taking the time to determine all of the touch points that occur within this journey, and not considering that the touch point may not be within your direct control. Touch points like research, word of mouth, and reviews all utilize information obtained from outside of your organization, including internet searches and social media. This graphic also highlights and important point. While many organizations believe that “customer experience” is a contact center initiative, this graphic shows that many of the touch points that define your customer experience occur BEFORE your customer will have a need to interact with your contact center. And, while many contact centers support interactions within the previous phases of the customer journey, the traditional customer service or support contact center is in place to provide assistance to customers that are having issues, or have questions that cannot be answered through other channels. This does not mean that interactions within your contact center are not important, in fact, they have a direct impact on the overall customer experience. But, it does mean that you can use traditional contact center data in new ways to help enhance the customer experience your entire company provides. This concept is explored a little later in this presentation.
First Contact Resolution: Aiming to satisfy customer needs on the first call/email by resolving needs within the first interaction, clearly explaining next steps and confirming customer satisfaction throughout the conversation.Net Promoter Score: Measures the loyalty existing between a provider and a consumer. Based on direct questions, like “How likely are you to recommend our company/product/service to your friends and colleagues?”Voice of the Customer: Tracking customer expectations, preferences, and aversions. Customer Effort Score: Measures how easy (or difficult) it is for customers to do business with you. Many of the metrics listed on this slide are not new – they have been tracked by different departments within your organization for many years. Customer experience aims to look at these metrics in a more consolidated fashion, as well as in a new light. For example, quality metrics such as defect rates and return rates are staples within your quality assurance department, but combining these statistics with claim rates from your support center or wrap up codes from your customer service center allow you to determine how easy (or difficult) it is for your customers to do business with you.Also, of particular interest, the same data can provide valuable insight into multiple metrics. Data points like surveys and web/social media monitoring can yield statistics that help measure not just Net Promoter Score (NPS), but also Voice of the Customer (VOC) sentiment.
Web presence is a relatively new concept, but it is incredibly valuable in helping you understand the customer experience you provide. Your web site is not the only priority in your internet strategy. It is also critically important for you to understand how and why your customers are using your web-site, as well as what other ways your organization is being “talked about” on the web.There has long been the adage that when you really liked something, you tell 2 people. When you really did not like something, you tell 10. So, it is not surprising that 95% of customers have taken an action as a result of a bad experience and 79% of them told others about their experience. And, how are they telling others? Through Facebook, Twitter, blogging and other social media outlets.
The statistics on this slide illustrate the importance of monitoring what people are saying about you on the internet. Social media is the channel of choice for sharing negative feedback (as well as positive).92% of consumers around the world say they trust earned media, such as recommendations from friends and family, above all other forms of advertising—an increase of 18 percent since 2007. (Source: Nielsen, April 2012).
One might think this is a silly exercise, except that the word has been around in the Business Intelligence world for long enough that it is often misused.
What is the “right” information for analyzing your customer experience?Website traffic and navigation trends.Example of a positive trend: navigation through the product descriptions to a Contact Us page.Example of a potential problem: increased navigation through an FAQs section to a Contact Us page.Social Media posts, mentions, shares, polls, etc.Direct customer polls/surveys including product ratings, call quality, website navigation, overall customer satisfaction, etc.Other Customer Experience measures such as CIC Analyzer, IVR mappings, call reasons, response wait times, etc.Why is the information important?Who is the audience reviewing this information?When do does it make sense to refresh/review the information?
Once you are able to identify your What, Why, Who and When details, the next step is working on a mock-up.Choosing the right tool for your final Dashboard is one decision, but sometimes you can’t completely lock-in on the final method of presentation without running a few tests against your data:Many companies use a multitude of different operational programs for storing and tracking their day-to-day information. Which system holds the right data for your needs?Is the data stored online or on premise? What is the security situation in trying to retrieve the data? Are there any delays in updates to the data source, be it human or program based?Every operational system has its quirks, and many changes in business process will cause hiccups in your historical data. For example, changing the questions or rating scale on your customer surveys may change the way your responses should be reviewed. It is important to recognize these situations, and determine the best way to adjust accordingly.Your dashboard doesn’t have to be a verbatim output of data from your operational system. For example, a speech analytics program such as Interaction Analyzer may return numeric scores on how positive or negative an individual call may have been. However, in reviewing those scores on a dashboard, it may be better to convert those scores to larger groupings of Positive/Neutral/Negative calls.Power BI within Microsoft Excel Tools:Power Query: Allows one to search and pull public and organizational data into the Microsoft Excel tool for further transformation and analysis.Power Pivot: Can create a model to define how disparate data sources relate to one another, then add custom components like commonly used hierarchies (for example State County City) or defined KPIs.Power View: Bring together data tables, charts, and graphs into a visually appealing and interactive dashboard.Power Map: Explore and present your geospatial data in an interactive, 3D format.