This document discusses Contact Solutions, a company that provides constituent engagement services for government agencies. It summarizes Contact Solutions' program coverage across 43 states, the types of government program functions it supports, and how it delivers effortless constituent engagement through personalization, dynamic IVR, mobile engagement and outbound notifications. It also provides examples of improved service delivery, customer satisfaction and fraud prevention results for some of Contact Solutions' government clients.
Technology and wealth management business trends and its impact 27082015Archana Shah
This document summarizes key trends in the wealth management industry and how technology is impacting it. It finds that the number of wealthy individuals is growing rapidly in Asia and India. It also discusses how the wealthy are investing their assets, trends in borrowing among high net worth individuals, and what advice the wealthy want from wealth managers. The document outlines how new digital wealth managers are emerging and what technologies wealth managers are interested in, such as mobility, big data, and cloud-based solutions. It provides examples of how wealth management technology solutions are helping banks and financial institutions enhance customer experience.
Your Accounting Software Wishlist, Now RealityCarolyn White
With the right fund accounting platform and expert guidance, you can easily track unlimited funds, manage complex reporting requirements, and streamline productivity at your nonprofit organization.
Implementing Digital Platform In Wealth ManagementArchana Shah
This document discusses implementing digital platforms in wealth management. It covers standardizing and personalizing advice, redefining the nature of advice through multi-channel delivery and new service models that upend current technology systems. It also discusses how millennials are hyper-connected, participate in social investing, and expect faster two-way communication through familiar channels. Finally, it outlines key success factors like investing in digital experience and infrastructure, as well as mindset changes, and case studies like Kotak Bank rebuilding their technology platforms to better serve clients in the digital age.
Credit approval process automation using bizagi platform nividousSwapnil Kanage
A premier group of casinos automates its credit approval process using Bizagi platform with the help of a customized workflow automation solution built by Nividous.
The document discusses three provisions of the Affordable Care Act (ACA) that address market failures in the health insurance market:
1) Health insurance exchanges allow the uninsured to purchase qualified coverage, addressing missing markets. This increases insurance uptake and lowers overall healthcare expenditures.
2) Guaranteed issue prohibits denying coverage or charging more based on health status, addressing adverse selection. Risk adjustment offsets this by transferring payments between insurers.
3) Consumer protections like online tools provide information to allow informed plan choices, addressing high search costs in a complex market with little transparency.
The project developed 60 energy efficiency tips for residential homes in the United Arab Emirates. The tips were customized for different platforms like web, email, and paper reports. They included metadata, information on specific energy uses, savings calculations, and how to apply them through behavioral science programs. The 4-month project was completed in 2014 and delivered localized tips along with estimated savings for each one.
This very short document discusses quality and how it is sometimes obvious from a product or experience. While brief, it conveys that quality can be readily apparent without much analysis. In just a few words, the document highlights that the level of quality achieved is openly evident in some cases.
The document provides instructions for students to prepare for an upcoming test. It notes that Test #6 will take place tomorrow and lists optional review materials and mandatory assignments to complete in preparation, including checking a homework set and participating in a Jeopardy-style review game.
Technology and wealth management business trends and its impact 27082015Archana Shah
This document summarizes key trends in the wealth management industry and how technology is impacting it. It finds that the number of wealthy individuals is growing rapidly in Asia and India. It also discusses how the wealthy are investing their assets, trends in borrowing among high net worth individuals, and what advice the wealthy want from wealth managers. The document outlines how new digital wealth managers are emerging and what technologies wealth managers are interested in, such as mobility, big data, and cloud-based solutions. It provides examples of how wealth management technology solutions are helping banks and financial institutions enhance customer experience.
Your Accounting Software Wishlist, Now RealityCarolyn White
With the right fund accounting platform and expert guidance, you can easily track unlimited funds, manage complex reporting requirements, and streamline productivity at your nonprofit organization.
Implementing Digital Platform In Wealth ManagementArchana Shah
This document discusses implementing digital platforms in wealth management. It covers standardizing and personalizing advice, redefining the nature of advice through multi-channel delivery and new service models that upend current technology systems. It also discusses how millennials are hyper-connected, participate in social investing, and expect faster two-way communication through familiar channels. Finally, it outlines key success factors like investing in digital experience and infrastructure, as well as mindset changes, and case studies like Kotak Bank rebuilding their technology platforms to better serve clients in the digital age.
Credit approval process automation using bizagi platform nividousSwapnil Kanage
A premier group of casinos automates its credit approval process using Bizagi platform with the help of a customized workflow automation solution built by Nividous.
The document discusses three provisions of the Affordable Care Act (ACA) that address market failures in the health insurance market:
1) Health insurance exchanges allow the uninsured to purchase qualified coverage, addressing missing markets. This increases insurance uptake and lowers overall healthcare expenditures.
2) Guaranteed issue prohibits denying coverage or charging more based on health status, addressing adverse selection. Risk adjustment offsets this by transferring payments between insurers.
3) Consumer protections like online tools provide information to allow informed plan choices, addressing high search costs in a complex market with little transparency.
The project developed 60 energy efficiency tips for residential homes in the United Arab Emirates. The tips were customized for different platforms like web, email, and paper reports. They included metadata, information on specific energy uses, savings calculations, and how to apply them through behavioral science programs. The 4-month project was completed in 2014 and delivered localized tips along with estimated savings for each one.
This very short document discusses quality and how it is sometimes obvious from a product or experience. While brief, it conveys that quality can be readily apparent without much analysis. In just a few words, the document highlights that the level of quality achieved is openly evident in some cases.
The document provides instructions for students to prepare for an upcoming test. It notes that Test #6 will take place tomorrow and lists optional review materials and mandatory assignments to complete in preparation, including checking a homework set and participating in a Jeopardy-style review game.
[1] Kazakh banks were among the earliest victims of the global financial crisis as they had accumulated $132 billion of foreign debt in the few years of heavy borrowing to fuel dynamic growth. [2] As the crisis unfolded over three years, Kazakh banks grew at a phenomenal rate - virtually doubling their assets and liabilities every year - before being halted in August 2008. [3] The partial recovery of oil prices in the second quarter of 2009 provided the first chink of light at the end of what had already been a nearly two-year tunnel.
The project aims to improve energy efficiency at Dubai Aluminium (DUBAL) by installing variable speed drives on exhaust fans at fume treatment plants. This is expected to save 40% of electricity usage and reduce greenhouse gas emissions by approximately 56,000 MWh per year. Dubai Carbon is supporting the registration of the project with the UNFCCC to receive carbon credits under the Clean Development Mechanism. The 24-month project is ongoing and could generate approximately 25,000 tons of CO2 emission reductions annually.
Fast-paced session covering 12 communication models designed to propel strategic communicators to the highest level. Many were used by President Obama in his re-election campaign. First 36 minutes cover models. Final 24 – time’s yours. “The Dozen”: Obama; MAC Triad; Shannon Weaver; Cracked Egg; Electronic Releases; Hyper Targeting; Conflict Analysis; Audience Fragmentation; Crisis Communication; Media Relations; Key Communicators; Summary (GOST, PRpie; RACE)
The document contains descriptions of 9 YouTube videos posted by Real Time Lead Gen, a marketing agency. The videos promote plastic surgery marketing services offered by the company, including SEO, lead generation, and consulting. Each video focuses on a different keyword phrase related to plastic surgery marketing, such as "cosmetic surgeon SEO" or "internet marketing plastic surgeons". The descriptions include the video title, featured keyword phrases, and a call to action linking to Real Time Lead Gen's website.
The document discusses several issues with using social media marketing without proper planning and strategy. It notes that many businesses try social media without having defined goals, content plans, or ways to measure results. It advises that social media requires ongoing time and resources to see benefits, and should not be seen as a replacement for other marketing activities but a supplemental channel. It emphasizes the importance of aligning social media use with business objectives.
The document discusses an interior design project in Mexico City that involved recycling and redesigning an apartment. The before photos show the original state of the apartment. The after photos showcase the redesigned space using recycled materials to remake the interior.
Efficacy of scientific notation practice problemsjulienorman80065
This document contains 4 practice problems involving scientific notation. The first problem asks about comparing the number of grains of sand on Earth and atoms in the human body. The second asks how many times more atoms are in a human body than grains of sand. The third provides information on the areas and populations of California and the US, asking what the US population would be if proportional. The fourth asks about comparing the population densities of California and the US.
ONF and Sdx Central Webinar on Intent-Based Networking Marta Weissenborn
As software-defined networking (SDN) continues to speed up innovation in today's industry, the Open Networking Foundation (ONF) wants to examine some of the technology's hottest topics. In a series of webinars, ONF and SDxCentral takes on the first issue: Intent driven networking and northbound interfaces.
The document discusses a project by Dubai Electricity and Water Authority (DEWA) to develop a 200 MW photovoltaic solar power plant in Dubai, United Arab Emirates. The plant will be one of the largest renewable energy projects worldwide and will reduce greenhouse gas emissions by over 200,000 tons of CO2 annually by displacing fossil fuel electricity. Dubai Carbon is supporting DEWA to register the project with the UNFCCC to generate carbon credits over a 7 year period.
Fast-paced session covering 12 communication models designed to propel strategic communicators to the highest level. Many were used by President Obama in his re-election campaign. First 36 minutes cover models. Final 24 – time’s yours. “The Dozen”: Obama; MAC Triad; Shannon Weaver; Cracked Egg; Electronic Releases; Hyper Targeting; Conflict Analysis; Audience Fragmentation; Crisis Communication; Media Relations; Key Communicators; Summary (GOST, PRpie; RACE)
Presentacion Casa de Cultura Puerto Escondido Antes y despues.compressedDesireé Hdz. Ibinarriaga
El documento describe el rediseño y remodelación de la Casa de Cultura de Puerto Escondido, Oaxaca en México realizado a través de un proceso de codiseño con la comunidad. El proyecto involucró la participación voluntaria de la comunidad así como el apoyo económico y de suministros de empresas, organizaciones, asociaciones, el gobierno y la comunidad mundial. Las áreas de la Casa de Cultura fueron rediseñadas y mejoradas, incluyendo la fachada, pasillos, biblioteca, áreas para adultos, j
Beyond Portals in LIfe and Final Expense InsuranceEdgewater
The evolution of customer portals in the life insurance and final expense insurance industries. Presented by Edgewater Consulting at Accord Loma Life Insurers Council (LIC) Technology Committee meeting.
Presentation at 2013 ACORD LOMA Conference on moving insurance to a world of digital congress, from electronic apps to e-signatures, straight through processing, and image management. Presented in partnership with AXA Equitable's Nick Intrieri
Input 1 provides outsourced billing solutions for insurance carriers that allow carriers to focus on underwriting while reducing costs. Their comprehensive solution includes direct billing, installment plans, payment processing, notices, an online portal for customers and brokers, and reporting. The solution is customizable and aims to improve the customer experience through mobile access and using data to optimize customer service.
The document discusses the need for insurance companies to evolve their digital strategies in response to changes in consumers and distribution. It notes that consumers are increasingly doing their own online research rather than relying on agents, and that 74% would purchase life insurance online if available. It also discusses establishing a digital strategy that focuses on audiences, content, user experience, and technology to improve the customer and agent experience through online services and mobile apps. The final section outlines a process for developing a digital strategy, including assessing the current state, defining a future state, and creating a multi-phased roadmap.
Helping Gamechangers Change the World - Introducing Salesforce1 for Nonprofits Salesforce.org
Each and every day, millions around the world work tirelessly to pickup where others have left off...
· Feeding and housing the poor
· Delivering care to those in need
· Conserving earth’s most precious resources
· Speaking up for those without a voice.
The Salesforce.com Foundation is honored that gamechangers at more than 22,000 nonprofits choose salesforce.com’s cloud, social and mobile technologies to help them deliver so many different solutions to improve communities around the world.
And that is why we are so excited to unveil Salesforce1 for Nonprofits – the most complete solution set in the nonprofit industry.
Salesforce1 for Nonprofits offers solutions for program management, community engagement, marketing communications and fundraising to empower nonprofits to run their organizations from their phones. It is built from the ground-up for the mobile and social era.
Learn more and register now for next week’s webinar to get a glimpse of the future of the nonprofit social change community.
Gamechangers, your time has come.
Please join us to see a product demonstration for NGO Connect. We will review the product offering, and include time for Q&A during this information session. Join us to learn more about NGO Connect.
Presenters:
Lori Freeman, Director of Product Marketing - Nonprofit, Salesforce.com Foundation
Dario Mallerman, Sales Engineer, Salesforce.com Foundation
This document discusses how digital tools can enable smallholder farmer finance. It begins by noting that while financial service providers have traditionally overlooked smallholder farmers in Africa due to challenges in reaching them, digital technologies are now making it possible to provide credit to them. Digitalization is happening across the lending value chain, including for customer relationship management, registration, loan analysis, disbursement and repayment, and support service delivery. The document then surveys financial service providers in Africa that have started digital journeys and maps them to four digitalization profiles. It finds that loan analysis is often the starting point for digitalization while support service delivery remains a frontier. The document also discusses challenges to digital adoption like high upfront costs and lack of capabilities,
[1] Kazakh banks were among the earliest victims of the global financial crisis as they had accumulated $132 billion of foreign debt in the few years of heavy borrowing to fuel dynamic growth. [2] As the crisis unfolded over three years, Kazakh banks grew at a phenomenal rate - virtually doubling their assets and liabilities every year - before being halted in August 2008. [3] The partial recovery of oil prices in the second quarter of 2009 provided the first chink of light at the end of what had already been a nearly two-year tunnel.
The project aims to improve energy efficiency at Dubai Aluminium (DUBAL) by installing variable speed drives on exhaust fans at fume treatment plants. This is expected to save 40% of electricity usage and reduce greenhouse gas emissions by approximately 56,000 MWh per year. Dubai Carbon is supporting the registration of the project with the UNFCCC to receive carbon credits under the Clean Development Mechanism. The 24-month project is ongoing and could generate approximately 25,000 tons of CO2 emission reductions annually.
Fast-paced session covering 12 communication models designed to propel strategic communicators to the highest level. Many were used by President Obama in his re-election campaign. First 36 minutes cover models. Final 24 – time’s yours. “The Dozen”: Obama; MAC Triad; Shannon Weaver; Cracked Egg; Electronic Releases; Hyper Targeting; Conflict Analysis; Audience Fragmentation; Crisis Communication; Media Relations; Key Communicators; Summary (GOST, PRpie; RACE)
The document contains descriptions of 9 YouTube videos posted by Real Time Lead Gen, a marketing agency. The videos promote plastic surgery marketing services offered by the company, including SEO, lead generation, and consulting. Each video focuses on a different keyword phrase related to plastic surgery marketing, such as "cosmetic surgeon SEO" or "internet marketing plastic surgeons". The descriptions include the video title, featured keyword phrases, and a call to action linking to Real Time Lead Gen's website.
The document discusses several issues with using social media marketing without proper planning and strategy. It notes that many businesses try social media without having defined goals, content plans, or ways to measure results. It advises that social media requires ongoing time and resources to see benefits, and should not be seen as a replacement for other marketing activities but a supplemental channel. It emphasizes the importance of aligning social media use with business objectives.
The document discusses an interior design project in Mexico City that involved recycling and redesigning an apartment. The before photos show the original state of the apartment. The after photos showcase the redesigned space using recycled materials to remake the interior.
Efficacy of scientific notation practice problemsjulienorman80065
This document contains 4 practice problems involving scientific notation. The first problem asks about comparing the number of grains of sand on Earth and atoms in the human body. The second asks how many times more atoms are in a human body than grains of sand. The third provides information on the areas and populations of California and the US, asking what the US population would be if proportional. The fourth asks about comparing the population densities of California and the US.
ONF and Sdx Central Webinar on Intent-Based Networking Marta Weissenborn
As software-defined networking (SDN) continues to speed up innovation in today's industry, the Open Networking Foundation (ONF) wants to examine some of the technology's hottest topics. In a series of webinars, ONF and SDxCentral takes on the first issue: Intent driven networking and northbound interfaces.
The document discusses a project by Dubai Electricity and Water Authority (DEWA) to develop a 200 MW photovoltaic solar power plant in Dubai, United Arab Emirates. The plant will be one of the largest renewable energy projects worldwide and will reduce greenhouse gas emissions by over 200,000 tons of CO2 annually by displacing fossil fuel electricity. Dubai Carbon is supporting DEWA to register the project with the UNFCCC to generate carbon credits over a 7 year period.
Fast-paced session covering 12 communication models designed to propel strategic communicators to the highest level. Many were used by President Obama in his re-election campaign. First 36 minutes cover models. Final 24 – time’s yours. “The Dozen”: Obama; MAC Triad; Shannon Weaver; Cracked Egg; Electronic Releases; Hyper Targeting; Conflict Analysis; Audience Fragmentation; Crisis Communication; Media Relations; Key Communicators; Summary (GOST, PRpie; RACE)
Presentacion Casa de Cultura Puerto Escondido Antes y despues.compressedDesireé Hdz. Ibinarriaga
El documento describe el rediseño y remodelación de la Casa de Cultura de Puerto Escondido, Oaxaca en México realizado a través de un proceso de codiseño con la comunidad. El proyecto involucró la participación voluntaria de la comunidad así como el apoyo económico y de suministros de empresas, organizaciones, asociaciones, el gobierno y la comunidad mundial. Las áreas de la Casa de Cultura fueron rediseñadas y mejoradas, incluyendo la fachada, pasillos, biblioteca, áreas para adultos, j
Beyond Portals in LIfe and Final Expense InsuranceEdgewater
The evolution of customer portals in the life insurance and final expense insurance industries. Presented by Edgewater Consulting at Accord Loma Life Insurers Council (LIC) Technology Committee meeting.
Presentation at 2013 ACORD LOMA Conference on moving insurance to a world of digital congress, from electronic apps to e-signatures, straight through processing, and image management. Presented in partnership with AXA Equitable's Nick Intrieri
Input 1 provides outsourced billing solutions for insurance carriers that allow carriers to focus on underwriting while reducing costs. Their comprehensive solution includes direct billing, installment plans, payment processing, notices, an online portal for customers and brokers, and reporting. The solution is customizable and aims to improve the customer experience through mobile access and using data to optimize customer service.
The document discusses the need for insurance companies to evolve their digital strategies in response to changes in consumers and distribution. It notes that consumers are increasingly doing their own online research rather than relying on agents, and that 74% would purchase life insurance online if available. It also discusses establishing a digital strategy that focuses on audiences, content, user experience, and technology to improve the customer and agent experience through online services and mobile apps. The final section outlines a process for developing a digital strategy, including assessing the current state, defining a future state, and creating a multi-phased roadmap.
Helping Gamechangers Change the World - Introducing Salesforce1 for Nonprofits Salesforce.org
Each and every day, millions around the world work tirelessly to pickup where others have left off...
· Feeding and housing the poor
· Delivering care to those in need
· Conserving earth’s most precious resources
· Speaking up for those without a voice.
The Salesforce.com Foundation is honored that gamechangers at more than 22,000 nonprofits choose salesforce.com’s cloud, social and mobile technologies to help them deliver so many different solutions to improve communities around the world.
And that is why we are so excited to unveil Salesforce1 for Nonprofits – the most complete solution set in the nonprofit industry.
Salesforce1 for Nonprofits offers solutions for program management, community engagement, marketing communications and fundraising to empower nonprofits to run their organizations from their phones. It is built from the ground-up for the mobile and social era.
Learn more and register now for next week’s webinar to get a glimpse of the future of the nonprofit social change community.
Gamechangers, your time has come.
Please join us to see a product demonstration for NGO Connect. We will review the product offering, and include time for Q&A during this information session. Join us to learn more about NGO Connect.
Presenters:
Lori Freeman, Director of Product Marketing - Nonprofit, Salesforce.com Foundation
Dario Mallerman, Sales Engineer, Salesforce.com Foundation
This document discusses how digital tools can enable smallholder farmer finance. It begins by noting that while financial service providers have traditionally overlooked smallholder farmers in Africa due to challenges in reaching them, digital technologies are now making it possible to provide credit to them. Digitalization is happening across the lending value chain, including for customer relationship management, registration, loan analysis, disbursement and repayment, and support service delivery. The document then surveys financial service providers in Africa that have started digital journeys and maps them to four digitalization profiles. It finds that loan analysis is often the starting point for digitalization while support service delivery remains a frontier. The document also discusses challenges to digital adoption like high upfront costs and lack of capabilities,
Become a Connected Nonprofit with NGO Connect Salesforce.org
The mobile and social era has transformed the way nonprofits connect with their supporters, they want a direct and immediate connection with those who share their values and can help advance their mission. Successful nonprofits must now deliver the anytime, anywhere, collaborative experience that today’s donors and volunteers expect and we have a solution that will help you...
- Get a complete picture of funders, campaigns and supporters
- Streamline event planning and execution
- Recruit, track and manage all of your volunteers
- Manage a lifetime of changes to deliver highly personal experiences
- Measure impact and report in real-time on fundraising and program effectiveness
The Salesforce.com Foundation is excited to launch - NGO Connect, a new app that helps nonprofits connect every aspect of their work to transform how they build and retain lifetime relationships with their constituents and the communities they serve.
NGO Connect helps nonprofits deliver greater impact by enabling them to innovate faster and connect with their constituents in a whole new way. Today’s Connected Nonprofit can execute at scale to get the job done, it makes the world’s leading social, mobile and cloud Salesforce1 platform even more powerful to the nonprofit sector.
Nonprofits of all sizes can now benefit from the sector’s emerging best practices and accelerate their ability to manage their greatest asset – a lifetime relationship with their constituents.
Learn more on our website and register now for our upcoming webinar to get a glimpse of what it truly means to Become a Connected Nonprofit.
Salesforce1 for Nonprofits Engage and Strengthen CommunitiesSalesforce.org
Today’s supporters want to be part of the solution. Nourish that desire through internal and external communities that tap the expertise of your entire ecosystem and amplify your impact. Learn how you can enable your supporters to collaborate in real time to create alignment, find and share information, and streamline resolutions. When you effectively engage your supporters you can build communities of interest, purpose and action, so your entire ecosystem can work together to drive social change.
Join us on to learn how the AARP Foundation is using Salesforce to engage their supporters through communities.
Who Should Attend:
Leaders in membership, marketing, engagement, program and volunteer management, outreach and event planning professionals
Anyone interested in connecting with their community and delivering more impact
This document discusses social customer service and provides an overview of a presentation on the topic. It begins by noting how social media has changed customer service expectations, with customers now expecting rapid responses. It then discusses how social customer service can help companies engage with more customers more effectively and efficiently while driving loyalty. The presentation provides examples of how KLM implemented social customer service using Salesforce solutions like Service Cloud and Social Studio. It discusses the benefits KLM achieved, such as reducing response times and improving global collaboration. Finally, it addresses common questions around social customer service strategy, operations, reporting, and opportunities for partners to provide additional services to support implementation.
'Change the game' conference june 2015 nick eatockVictor Oppong
Nick Eatock will be sharing Intelliflo’s digital advice vision looking at changing consumer attitudes to finance in a mobile-enabled world. This paradigm shift changes the engagement model and can put advice businesses in pole position for customer primacy with our new version of Personal Finance Portal. It can help deliver truly effective customer segmentation, reduced cost to serve and richer engagement. Nick will also cover our new “democratising development” initiative built on iO’s new Communities feature.
Xerox has transformed from primarily a document technology company to a business process outsourcing and document management company providing services across multiple industries like healthcare, transportation, and customer care. It has over $19 billion in annual revenue, 140,000 employees worldwide, and invests over $1.3 billion annually in research and development. Xerox uses analytics and automation technologies developed through its research centers to help customers transform their businesses and drive efficiencies.
4 best practices in digitizing mortgage verificationExperian
The journey to a mortgage is complex and expensive, so of course the transaction will require more than a few swipes on a smartphone. Underwriting a sizeable loan can take weeks with the task of collecting income and asset documents to analyze and verify. In fact, one source from the Mortgage Bankers Association says the average mortgage application has ballooned to 500 pages. With advancements in digital verification, lenders can dramatically accelerate the process, providing benefits to both their own operations and the consumer mortgage experience.
The Role of Team Synergy in Digital Transformation | Mike Stephenson, HBF | G...Bench
Presentation by: Mike Stephenson, Digital Manager, HBF
Companies have adopted the digital fundamentals, but what’s next? How do we unlock the latest and greatest when it comes to digital technologies, programmatic ad platforms and taking marketing to the next level?
Game Changers is a half-day event dedicated to innovations across data, digital and programmatic marketing, brought to you by Benchmarketing.
Visit www.benchmarketing.com.au for more info.
4th Mobile Marketing Event by Warply: Mobile: In-store Retail’s New Era_First...Warply
First Data is a large payment processing company operating in Greece. They propose an e-couponing solution to address issues with traditional paper coupons like high costs, fraud risk, and low redemption rates. Their mobile app and web portal solution allows suppliers to create and manage digital coupons that consumers can access and redeem at retailers' point-of-sale systems. This provides benefits like reduced costs, increased sales and customer data for all stakeholders. The solution is positioned to evolve further by integrating additional e-wallet capabilities over time.
Highland provides insurance brokerage services including multi-carrier access, advanced planning support, underwriting advocacy, and back office processing. It partners with various financial advisors and firms. Highland offers a consistent sales and service platform across the US, consolidated negotiating power, proprietary technology, and shared back-office services. It specializes in areas like estate planning and business succession. Highland also provides streamlined underwriting programs, application preparation and submission, multi-carrier submissions, and underwriting negotiations.
RapidCredit Solution is a multi-platform application that allows merchants to offer financing options to customers across multiple channels for big-ticket purchases. It streamlines the credit application process, making it 100% paperless and available on all devices. The solution has been implemented in over 840 locations in Canada across various industries. It aims to increase approval rates, merchant and customer satisfaction through fast online applications, flexible credit decisioning, and robust support features.
The document summarizes a presentation on identity and access management (IAM) and its linkage to innovative service delivery. It provides three case studies: (1) Belgium's transition to an e-government model enabled by IAM, (2) using mobile authentication for self-certification of benefits eligibility in the EU, and (3) the potential for mobile voting. It then discusses global IAM business challenges and implications for IAM program design, technologies, reference architectures, and global initiatives before concluding with examples of IAM implementations.
2014 Customer Loyalty ASEAN Conference: Loyalty PrimeJim D Griffin
Kunal Mohiuddin presents an elegant three-step approach for building a future-ready loyalty program capability. Kunal has more than fifteen years in design and execution of loyalty programs and solutions. Based in India, he has been the architect of numerous enterprise-scale programs, located in over 85 countries and powering over 65 brands. Lassu (lassuloyalty.com) is the ASEAN distributor and reseller of Loyalty Prime – a complete enterprise-class loyalty platform that offers full CRM and loyalty management, and excellent integration to backend systems, like POS, reservations, and ERP. With the Loyalty Prime platform, marketers can easily segment their customers, and then build engagement using social, mobile, website, email, SMS and marketing campaign automation.
Food safety, prepare for the unexpected - So what can be done in order to be ready to address food safety, food Consumers, food producers and manufacturers, food transporters, food businesses, food retailers can ...
Monitoring Health for the SDGs - Global Health Statistics 2024 - WHOChristina Parmionova
The 2024 World Health Statistics edition reviews more than 50 health-related indicators from the Sustainable Development Goals and WHO’s Thirteenth General Programme of Work. It also highlights the findings from the Global health estimates 2021, notably the impact of the COVID-19 pandemic on life expectancy and healthy life expectancy.
Preliminary findings _OECD field visits to ten regions in the TSI EU mining r...OECDregions
Preliminary findings from OECD field visits for the project: Enhancing EU Mining Regional Ecosystems to Support the Green Transition and Secure Mineral Raw Materials Supply.
Working with data is a challenge for many organizations. Nonprofits in particular may need to collect and analyze sensitive, incomplete, and/or biased historical data about people. In this talk, Dr. Cori Faklaris of UNC Charlotte provides an overview of current AI capabilities and weaknesses to consider when integrating current AI technologies into the data workflow. The talk is organized around three takeaways: (1) For better or sometimes worse, AI provides you with “infinite interns.” (2) Give people permission & guardrails to learn what works with these “interns” and what doesn’t. (3) Create a roadmap for adding in more AI to assist nonprofit work, along with strategies for bias mitigation.
About Potato, The scientific name of the plant is Solanum tuberosum (L).Christina Parmionova
The potato is a starchy root vegetable native to the Americas that is consumed as a staple food in many parts of the world. Potatoes are tubers of the plant Solanum tuberosum, a perennial in the nightshade family Solanaceae. Wild potato species can be found from the southern United States to southern Chile
Synopsis (short abstract) In December 2023, the UN General Assembly proclaimed 30 May as the International Day of Potato.
UN WOD 2024 will take us on a journey of discovery through the ocean's vastness, tapping into the wisdom and expertise of global policy-makers, scientists, managers, thought leaders, and artists to awaken new depths of understanding, compassion, collaboration and commitment for the ocean and all it sustains. The program will expand our perspectives and appreciation for our blue planet, build new foundations for our relationship to the ocean, and ignite a wave of action toward necessary change.
Good afternoon everyone. I’m really excited to be here today and have the opportunity to present to you. I’ve been working in the Contact Center space for over 20 years now and for the last 12 years have been focused on the Public sector. I’ve seen a great deal of evolution over that time around ideas and innovations for how Government programs and services can be more easily available to constituents. Constituents are looking for on demand access in the manner they prefer, while you need to meet your budget and program constraints, manage technology and agency demands.
This is a tall order, and agencies can’t do it alone. Which is where Contact Solutions comes in to help improve constituent engagement solutions, and its those technical solutions that I’m going to be talking about today.
You work hard to provide the highest possible service and information to your constituents. But an outdated or unsupported technology can be your downfall, and you may not even know it. We’ve found that to be the case for some of the programs we support. If an individual struggles to access information from your agency, not only does that impact your agency’s reputation, it makes it harder or can even prevent the citizen and their family in many cases from receiving the services you provide. That’s not a result that anyone wants.
Government constituent satisfaction scores have been evaluated to validate these gaps and needs. In a recent survey of over 17,000 individuals across 15 states, McKinsey and Associates found that state government customer service ranked on average 20-40% lower in Citizen customer satisfaction ratings, compared with other everyday services such as ecommerce, doctor’s office, credit card companies, banks, electric company, etc., with many scores in the single digits. That’s on a par with your local Cable company. On the plus side, the survey showed that citizens are looking for three things to make them happier, speed, simplicity and efficiency.
http://www.mckinsey.com/insights/public_sector/how_us_state_governments_can_improve_customer_service
So, how can we provide insight and help solve this engagement issue with effective solutions? Well, for the last 12 years we’ve been managing self-service interactions from multiple programs across 43 States, including 31 EBT programs.
And though there are other methods of interaction, the predominant method is still voice and we have the opportunity to self-serve 120 million constituents a month. Though there are other channels available and mobile is fast approaching, voice is still dominant and we won’t see changes overnight.
And you can see that there are a core set of functions that can be utilized by many different government programs. Not only do programs provide responses to similar inquiries but they often serve the same constituent. States are recognizing this and we are seeing this in various guises, such as integrated eligibility programs and ‘one case worker, one family’ models. And it goes further than just entitlement programs. Consider the family serviced by a Corrections Agency. The father is in prison; the mother is in drug rehab; the elder child is in juvenile detention and the younger child is at risk. That family will also most likely be on Medicaid and receiving SNAP. How do we best serve that family?
So lets talk about how constituent engagement has been done to date. The call center is front-ended with an IVR and then the call is routed to an agent if the citizen doesn’t get the answer they needed from the IVR. The IVR is seen as a generic technology and the agent provides human or personalized service. But if over 90% of citizens self-serve, is that the correct approach to take? Thinking back to the survey we mentioned early, with sometimes single digit satisfaction scores, where is the best opportunity for citizen engagement? If we need to improve constituent experience and stop fraud, where is the earliest part in the conversation we can start to do that? I really want you to think about that last question because everything I talk about today will be about improved constituent experience and stopping fraud.
So, lets talk about what most people do when they call in. Well, we can see from this summary that its both simple and repetitive. Calls are short at under one minute a call. Constituents typically know what they want when they call, and it doesn’t give us much contact time to improve those low satisfaction scores.
So, to help gather ideas, one of the things we were able to do was look at other similar programs, such as the US Treasury Social Security Administration program, which is the largest prepaid program, government or commercial, in the U.S.
And this program has a very high satisfaction rating at 95%, with 96% of callers using self-service, making it very relevant to EBT applications
So, some specific results of note include customer experience ratings in the IVR increasing nearly 12% since deployment of the solution. High self-service rates (94.54% over hundreds of millions of calls) are a sign that beneficiaries appreciate the ability to quickly and easily self-manage their inquiries. By independently accessing the information they need, recipients save time from having to request help from a live agent, though live agents are in place to serve the recipients who need them. Implementation of outbound pending deposit notifications resulted in 11.4% fewer calls by beneficiaries to verify deposits, and provided faster resolution rates that also decreased the need for call backs, creating an easier and more pleasing user experience.
But while this is good, its still very standard, best practice self-service. So lets look at five areas of technology innovation that help move the ball forward in terms of constituent engagement.
First of all, lets cover our bases on best of breed IVR practices. If all you do is implement a best in breed IVR and make it constituent friendly, it would improve automation and satisfaction would increase. I was in a State supported call center a few years ago doing agent observations and focus groups. When I asked the agents what they thought of the IVR, one of them told me about a time a customer had mistakenly opted out of the IVR and reached the agent. When the agent answered, the caller was surprised and said they were just using the IVR. The agent told the caller that they could answer their question but the caller asked to be put back in the IVR and said they preferred the service they got from the IVR rather than having to speak to an agent.
A best in breed IVR is not just constantly maintained but constantly enhanced. In slide 6 we saw that 80% of all callers were just looking for a balance, so we took that data and implemented a change in our IVRs that immediately played a citizens balance upon authentication. No initial questions or complex menus, just “Hey, four out of five people that call us are looking for a balance, here’s yours, is there anything else you need from us today?” Simple and efficient, exactly what citizens asked for in the McKinsey survey.
When implemented correctly, its worth remembering that an IVR is available 24 X 7 and is completely consistent. In other words, it never has a bad day, feels tired or struggles to find an answer. If it knows the answer it will tell you, quickly and accurately. And with how quickly technology evolves, constituents will expect to have their issue solved in an automated fashion more and more and be dissatisfied if they have to speak to a person. I observe many agent calls where the citizen starts out with “I tried to do this in the IVR” or “I was looking for this on your web page.” Constituents want to self-serve, they are primed to self-serve, so lets look at how we take the next leap forward and encourage and support their desire for empowered resolution.
Typically, personalization happens when the constituent reaches the call center. Its often seen to start at the CTI stage, also known as ‘screen pop’. In other words, information we have collected about the caller in the IVR is passed to the agent desktop, so the agent is able to see who they are talking to and potentially which option the caller selected, so the agent has an idea what the call is about. But if we are automating 95% or more of EBT calls, that means less than 5% of callers get a personalized experience. Why leave 95% of your constituents in the cold?
Personalization means many things in the market; to us it means we can adapt the self service application based on what we know or can gather from the customer. What we know comes from learned customer preferences, and from detected customer behavior. I’m going to introduce you to a concept that could be seen as Next Generation IVR, but our State Clients have coined it Dynamic IVR.
So what does our dynamic IVR do? Its personalizes the call for the constituent. At a basic level, it can learn what language a caller selects and default to that language choice. If you always pick English, why play the option for Spanish.
As a next step it can streamline authentication. This is the type of personalization we implemented for the State benefit program depicted on this slide. Previously a caller would select their language, then their program type; enter a 16 digit card number followed by a 4 digit PIN. We would track that information and the phone number used for the call. So the device becomes part of a physical security process. After two calls where the caller has correctly gone through the full authentication process, they are streamlined on the third call onwards. We recognize their phone number, know their language and program selection and so just ask for the last 4 digits of their phone number followed by their PIN. It takes a one minute call down to around 40 seconds; that’s a 37% reduction in call duration for personalized calls. What we also found was that we could personalize 77% of all calls. In other words, prior to personalization, 77% of all callers were not getting optimized service. They were adequately being self-serviced, but in order to improve constituent satisfaction we always need to be looking to be providing a quicker and simpler service and this type of dynamic IVR capability meets that.
As a further step we then look to track constituent behavior as they continue to interact with the IVR. After they authenticate and receive their balance, if they select an option in the IVR, which one do they typically pick? Let’s reorder the IVR menu based on their preferences.
And to take things a step further, we are working with various States on single sign-on initiatives. On slide four we talked about the fact that constituents are typically eligible for multiple State benefits. With single sign-on, a constituent can call a central or specific program phone number. We can authenticate that caller then use that to access integrated or disparate host systems and present the caller not only with information on the program they were inquiring about but also access to information on the other programs they have. Creating efficient personalized access to multiple constituent programs is excellent customer engagement
As with all of our innovations, improved customer experience, and meeting high expectations for personalization in a sustainable way that lowers cost for the State. And in the process, we create a substantial amount of data that can be used to further optimize the application, and to combine with other constituent journey data, that I will talk about a little later.
We’ve talked about the fact that around 95% of constituents are handled in the IVR. So if the IVR is where the bulk of your interactions are, its also an area that fraudsters can be found, and is somewhere we need to focus our fraud detection efforts. If we know where fraud is occurring, we can build a strategy around how we manage that fraud.
We have always played a strong role in our customers fraud programs, where citizens receive a card with their benefits. The IVR is used by fraud rings for probing account information, eventually using stolen identity information to create counterfeit cards, or takeover accounts. An IVR fraud solution uses the same underlying real time analytics as personalization. So we detect fraudsters before they get to the agent, and before fraud is detectable by the payment processor.
Call center fraud cost consumers $24.7 billion in 2012 alone, according to Bureau of Justice Statistics. That’s more than all other property crimes combined.
Our fraud offerings are based on successful prevention results from billions of interactions comprised of real-time caller analysis, detection, and intervention practices we support for government programs. The ability to now deliver multi-layered fraud prevention in the IVR makes it easier for both constituents and agents.
We conducted our own in-house analysis of sample data from several million IVR calls and it revealed some interesting results. On average one in every 360 calls we handled in the IVR were fraudulent, with each fraudster on average making 79 calls per month. I know it may sound obvious once its highlighted, but there are probably very few constituents who genuinely need to make 79 calls a month.
An alarming 25% of those fraudulent calls led to successful compromise of an account. These criminals are very successful at what they do. Results from this IVR authentication and prevention analysis highlighted that fraudsters exploit compromised consumer identification information repeatedly, across multiple government programs.
To combat this we developed a suite of IVR based fraud tools. The first is Red Flag Detection. This utilizes IVR data to detect suspicious behavior, define recommendations, and take appropriate action. Using reputation, velocity, and behavioral data, we can provide valuable information to help States identify callers or accounts who require special action or to create custom blacklists. (can you explain reputation, velocity and behavioral data in more detail with examples)
We also use Automated ANI Verifications. This combines the powerful blacklist Phone Reputation Service (PRS) with dynamic, real-time call flow modifications in the IVR. PRS helps detect known fraudsters right away with ANI phone number verification and scoring, and the Adaptive IVR takes real-time action in the call flow to disposition calls according to your policies; stopping fraud and nuisance without additional burden on the contact center. (can you give an example of this)
Finally we have Automated Knowledge-Based Authentication. This verifies callers through a series of dynamically generated out-of-wallet questions derived from public information sources. The questions are non-credit based, making it easier to pass legitimate callers, and they do not require States to have an established relationship with the caller to evaluate the answers. Responses are verified in real-time to instantly authenticate the caller and disposition the call. (can you give an example of some of the questions that could be asked)
In this slide we can see the results of implementing some of these solutions in a government benefit program. Firstly, we found 34% more fraud occurring in the program than could previously be detected. That represented over $3 million of unidentified fraud that the program could now tackle and save. We were also able to identify 85% of all attempted Account Takeover Fraud within the IVR. This is all in addition to other fraud activities the program conducts on a regular basis. Moving identification and tackling of fraud into the initial point of contact in the IVR also frees up resources within the program’s fraud team.
Now we talked earlier about the same constituent being entitled to and using more that one government benefit program. This is also something we have seen from a fraud element. The same fraudster may try to access other non EBT benefits across multiple programs. In EBT programs we often get better initial indicators of a phone number being used for fraudulent access because of the volume of calls that are made. We can then check that number and caller behavior across other government programs and see how the fraud is being perpetuated. Being able to spot EBT fraud is a great initial alarm on fraud across program types. (Can you provide me some data on when you tracked fraud phone numbers across multiple programs)
The combination of these tools provides multi-layer authentication, account access restriction after too many unsuccessful authentication attempts, and outbound notifications of transactions to constituents to help them detect when their account may have been compromised. Just as important, it also enables you to adapt and respond to changes in fraud patterns as criminals continually trial new ways to access accounts.
Mobility has permeated our way of life. In fact, according to Forbes, over 91% of people are within arm’s reach of their mobile phone around the clock. This is increasingly evident, for example, with the Millennial generation where 87% of Millennials say that their smart phone never leaves their side, and 80% say that the first thing they do in the morning is reach for their smart phone. This has created a trend and preference to move past more traditional customer service channels, with the desire to use their mobile devices for just about everything. To keep pace with the customer service needs of constituents, Contact Solutions developed a wide array of best-in-class, innovative, convenient, and secure self-service and agent chat interaction options.
We recognized that just like an IVR, where constituents expect to have a simple path to live agent support, the same applies to mobility. To provide a better mobile experience and encourage adoption, citizens need a seamless way to connect with agents from a mobile application and that is the area we have addressed.
We built a product called My:Time. My:Time is a complete mobile engagement solution that supports agent and constituent needs. It is different than simple mobile applications because it personalizes the mobile experience in context of where, when, and how the user wants to interact. It is a safe, convenient, and easy way for constituents to access information and reach customer service through their mobile device. Constituents can access self-service options to manage most of their issues, and when they need to engage with an agent they can quickly start a chat with customer service representatives from within the app. My:Time gives constituents ultimate control of their customer service experience, including the time, pace, and mode of communication, all so they can better manage their interactions in a secure, convenient environment while on the go.
People who have used My:Time for self-service or agent chat interactions have found it an easier way to interact and solve their issues. We received some interesting feedback from various populations. With one elderly population, callers asked how to download My:Time, stating the mobile app interaction options were better than other ways to reach customer service. These elderly individuals disliked waiting on hold on the phone. Feedback from customers with hearing impairment, via relay calls through a third party, found that individuals who normally use relay calls prefer My:Time because it makes it easier to manage their account at their own pace, without worrying about phone communication.
So let me go through some of the functionality that enables constituent engagement on a mobile device. Firstly we have what we call App2Agent™ Functionality. This seamlessly and immediately transfers the cardholder and associated data from an automated mobile app to a live agent. And it provides the ability to use all the native features of the phone and interaction methods from within the phone, including; chat, audio files, pictures and in-application calling.
The agents can manage these interactions through a Full-featured Agent Desktop Portal. My:Time provides agents and their supervisors with a comprehensive view of current and past customer service interactions right on the desktop or can integrate into the existing chat capabilities with any standard CRM you may use.
Probably one of the most exciting and constituent friendly aspects of the mobile solution is Start-Stop-Resume™ Functionality. This empowers constituents with the ability to start an interaction, stop for any reason, and resume from exactly where they left off with no loss of data; stay engaged throughout the service resolution; or start over. It also enables agents to efficiently manage multiple interactions at any time, and over time, without having constituents repeat themselves to restart their discussion. So for example, a constituent may access the mobile application during a short work break to check their EBT balance, but then notice there is some type of issue. They can start the chat interaction with the agent directly in the mobile application, but then stop at any time to return to work. When they get another break or finish work, they can open the application and resume exactly where they left off. They don’t have to repeat any information and any agent can continue with the issue resolution.
If an issue requires some time to resolve, notifications are used. This again means the constituent can carry on with their life, instead of waiting on hold or having to call someone back. When the issue is resolved or a status updated, a proactive notification is sent to the constituent.
Agencies can now create a persistent, cohesive mobile customer experience that traverses their website, mobile website, and mobile app, in any order or combination, ensuring meaningful engagement follows constituents throughout the lifecycle of interactions they have with the agency.
An engaging government experience is important to everyone. Like all support we receive as constituents and consumers, we want our interactions more convenient, mobile, and flexible to complete – and so do the constituents that you serve. In our digital world, that means engaging with your constituents in a way that meets their digital preferences and mobile lifestyle that increasingly revolve around smartphones and other handheld devices, while taking into account the data behind the interactions to best meet the needs of these constituents before, during, and after they interact with your agency’s programs.
For a more in-depth review of what to expect from mobile solutions and to see a demo, my colleague Sameer Siddiqui will be presenting tomorrow morning at 10:30am in Breakout session 7.
Constituent contact center interactions, especially self-service transactions, generate massive amounts of data that can help meet constituent needs and navigate the risks of fraud, but only if access to the data is easily and effectively delivered to meet your flexible needs. A Business Intelligence Gateway is a cloud-based analytics tool that offers greater visibility to customer self-service intelligence across interactions, helping you more effectively and accurately monitor performance, assess and improve constituent experience, and identify cost savings opportunities.
Business Intelligence enables a view and understanding of constituent activity, preferences, and program metrics within a specific program, and across multiple programs, to help States better meet the needs of its constituents. Key aspects of a Business Intelligence Gateway include precise reporting and analytics; flexible, dimensional data that can be “sliced and diced”; and a deeper understanding of constituent intent, behavior, and experience.
And I’d like to leave you with this thought. We’ve been doing this for 12 years and have been collecting over 1.2 billion transactions annually. If you think about Big Data and mining that data, there’s a lot of information there. What are constituents doing?, and how can you use that data to implement self-service best practices, provide a dynamic IVR experience, protect citizens and the State from Fraud, service your constituents across all emerging channels, such as mobility, all while continuously improving constituent engagement.
I hope I’ve been able to give you some insight and ideas into how innovative self-service technologies can compliment your engagement strategies.