The document discusses the e-commerce market in India and strategies for small online retailers to succeed. It notes that a few major players like Flipkart, OLX, and Snapdeal dominate the online retail market. This creates enormous competition for small retailers to attract customers. However, small retailers can prosper by adopting innovative strategies like building their brand through aggressive initial marketing, making their site easy to use, and establishing credibility by exceeding customer expectations. The document also proposes an "umbrella website" business model that allows multiple small retailers to sell through one platform.
This document summarizes a presentation about mobile commerce trends from Paul McCormack, a senior consultant at Independent Technology Consultants. The presentation covers what is currently happening in mobile, including growth in e-commerce through mobile and improved devices, connectivity, and content. It also outlines upcoming developments like augmented reality, in-app purchases, and contactless payments. The presentation recommends that companies develop a mobile strategy, keep it simple, measure success, and optimize their digital presence for mobile as that is where future customers will be accessing information and making purchases.
Retalika offers an end-to-end solution that enables retailers to sell mobile content and services in stores, online, and on mobile devices. It aggregates content and provides the backend infrastructure. Retalika has commercial contracts with major European brands and has been in commercial deployment since 2009. The solution includes tools for in-store sales, online stores, marketing campaigns, reporting, and more. A case study describes how Belgian retailer Allo Telecom used Retalika's solution to promote mobile services instore, online, and through media campaigns, resulting in a 70% attach rate of new services to devices and other business benefits.
TADSummit Telestax Keynote: API and Fly: CPaaS enablement, creating a B2B eco...Alan Quayle
Telestax Keynote: API and Fly: CPaaS enablement, creating a B2B ecosystem with Applications and Networks using APIs
Kevin Nethercott, VP Business Development at TeleStax
We are now in the midst of a major industry transition as communication becomes a feature built into a wide range of apps, experiences, and services, rather than simply a product unto itself. With key enterprise customers increasingly seeing new CPaaS (Communications Platform as a Service) companies as a means to more efficiently consume carrier resources, while enabling innovation - traditional carriers and service providers are keen to add API driven solutions to their own portfolios. Faced with the choice of buy, build, or partner, one of the strategic trends is the emergence of marketplaces where carrier service providers and app developers can join forces to deliver exciting solutions for customers. Will CPaaS put even more competitive pressures on service providers, or give them new ways to compete, collaborate, and innovate?
This presentation will discuss
* What key problems CPaaS solves for service providers
* What are the technical skills CPaaS demands
* Why a marketplace for CPaaS enables innovation
* How to successfully embrace the CPaaS opportunity and thrive
TADSummit Innovation Showcase chaired by Michael Lazar, DataArt. Leveraging Omni-channel CRM Chatbots with Skype. Utilizing two-factor authentication, an advanced chat bot for the health-care market which includes voice transcription for compliance.
The document discusses the e-commerce market in India and strategies for small online retailers to succeed. It notes that a few major players like Flipkart, OLX, and Snapdeal dominate the online retail market. This creates enormous competition for small retailers to attract customers. However, small retailers can prosper by adopting innovative strategies like building their brand through aggressive initial marketing, making their site easy to use, and establishing credibility by exceeding customer expectations. The document also proposes an "umbrella website" business model that allows multiple small retailers to sell through one platform.
This document summarizes a presentation about mobile commerce trends from Paul McCormack, a senior consultant at Independent Technology Consultants. The presentation covers what is currently happening in mobile, including growth in e-commerce through mobile and improved devices, connectivity, and content. It also outlines upcoming developments like augmented reality, in-app purchases, and contactless payments. The presentation recommends that companies develop a mobile strategy, keep it simple, measure success, and optimize their digital presence for mobile as that is where future customers will be accessing information and making purchases.
Retalika offers an end-to-end solution that enables retailers to sell mobile content and services in stores, online, and on mobile devices. It aggregates content and provides the backend infrastructure. Retalika has commercial contracts with major European brands and has been in commercial deployment since 2009. The solution includes tools for in-store sales, online stores, marketing campaigns, reporting, and more. A case study describes how Belgian retailer Allo Telecom used Retalika's solution to promote mobile services instore, online, and through media campaigns, resulting in a 70% attach rate of new services to devices and other business benefits.
TADSummit Telestax Keynote: API and Fly: CPaaS enablement, creating a B2B eco...Alan Quayle
Telestax Keynote: API and Fly: CPaaS enablement, creating a B2B ecosystem with Applications and Networks using APIs
Kevin Nethercott, VP Business Development at TeleStax
We are now in the midst of a major industry transition as communication becomes a feature built into a wide range of apps, experiences, and services, rather than simply a product unto itself. With key enterprise customers increasingly seeing new CPaaS (Communications Platform as a Service) companies as a means to more efficiently consume carrier resources, while enabling innovation - traditional carriers and service providers are keen to add API driven solutions to their own portfolios. Faced with the choice of buy, build, or partner, one of the strategic trends is the emergence of marketplaces where carrier service providers and app developers can join forces to deliver exciting solutions for customers. Will CPaaS put even more competitive pressures on service providers, or give them new ways to compete, collaborate, and innovate?
This presentation will discuss
* What key problems CPaaS solves for service providers
* What are the technical skills CPaaS demands
* Why a marketplace for CPaaS enables innovation
* How to successfully embrace the CPaaS opportunity and thrive
TADSummit Innovation Showcase chaired by Michael Lazar, DataArt. Leveraging Omni-channel CRM Chatbots with Skype. Utilizing two-factor authentication, an advanced chat bot for the health-care market which includes voice transcription for compliance.
A sample B2B marketing campaign for IBM on Digital Communication Solutions. Thie deck lists their products, key performance indicators, suggestions for target audience and strategies they can incorporate into their marketing plan. It also includes an analysis of their social media presence. There is information on tools like microsites, podcasts, webinars, cause videos along with a suggestive campaign calendar.
This document discusses strategies for marketing, selling, and servicing connected consumers. It begins with an overview of the auto body industry and how the marketing landscape has changed. Traditional marketing is compared to digital marketing approaches. New strategies discussed include focusing on the connected consumer, prioritizing websites and mobile optimization, utilizing search engine optimization, email marketing, social media, online reviews and reputation management, video, and customer relationship management systems. The benefits of these approaches are explained, such as increasing sales, referrals, and profits through engaging more customers digitally.
“Marketing To, Selling and Servicing the Connected Consumer.”asTech
Generation “C” is not a demographic. It's everyone. Your existing and potential customers are all connected, and in control. Today’s connected consumers require all businesses, including collision repairers to connect, communicate, market to, sell and service them in the same ways they connect and communicate! Frank Terlep, CEO and Lead Sherpa of Summit eMarketing Sherpa’s, facilitated this session for an AKZO Acoat Meeting in Wilmington,NC and helped attendees understand the tools, technologies and techniques today’s auto body and repair shops need to utilize to connect with, communicate, market to, sell and service today’s “connected consumer.”
Top 7 Unique WhatsApp API Benefits | Saudi ArabiaYara Milbes
Discover the transformative power of the WhatsApp API in our latest SlideShare presentation, "Top 7 Unique WhatsApp API Benefits." In today's fast-paced digital era, effective communication is crucial for both personal and professional success. Whether you're a small business looking to enhance customer interactions or an individual seeking seamless communication with loved ones, the WhatsApp API offers robust capabilities that can significantly elevate your experience.
In this presentation, we delve into the top 7 distinctive benefits of the WhatsApp API, provided by the leading WhatsApp API service provider in Saudi Arabia. Learn how to streamline customer support, automate notifications, leverage rich media messaging, run scalable marketing campaigns, integrate secure payments, synchronize with CRM systems, and ensure enhanced security and privacy.
How to create an award-winning community - Community Conference 2014Seismonaut
Vincent Boon, an award-winning community manager, spoke at Community Conference 2014 in Copenhagen on April 3rd about how to create a thriving community.
Community Conference is organised by Seismonaut. www.communityconference.dk
Watch this #COSeries webinar on-demand here: http://dg-r.co/2o4VYtx
Create a campaign ecosystem that builds brand, drives demand, and expands customer relationships.
Not sure where to start with your campaign and content plan? As marketers, our leaders expect us to show measurable growth in building brand, driving demand, and improving customer experience. Join us to get a 5-step blueprint for creating high-performance campaigns that will wow your executives, guide your content creation, and set you up to show measurable results at year’s end. We often find ourselves on the dreaded execution treadmill. Running from campaign to campaign and tactic to tactic without understanding the impact we’re having on the bottom line. Build a high-performance marketing plan that will give you the freedom to grow, push boundaries, and track success.
In this webinar we’ll cover:
Aligning your campaign mindset to the buyer's journey;
Building a content plan to fuel your campaigns;
Mind your gaps: uncover your best opportunities for driving buyer's through the funnel; and
Effective metrics for evaluating ROI, and developing reports that “Wow”.
Engati is one of the best free chatbot platforms to build bots in minutes without programming. Build once and publish across 8 major platforms - FB messenger, kik, telegram, line, viber, skype, slack and website. Supports intelligent paths, train, copy, analytics and private labeling.
Using Engati you can leverage the power of machine learning, NLP/NLU to design your very own chatbot.
Brandwatch & Conversocial: How to turn your social insights into proactive cu...Brandwatch
Many organizations are saving significant sums of money as a result of aligning their customer service strategies with digital and social channels.
Conversocial’s highly trusted social customer service solutions combined with Brandwatch social data puts the perfect right at brands’ fingertips to better understand their customers, and help them with issues and questions.
Join Venu Konda, VP of Partnerships & Channels at Brandwatch and Chris Venus, Global Director of Professional Services at Conversocial for this free webinar where they will discuss the importance of proactive social customer care, the value of a consistent brand voice, and how to integrate social customer service across your enterprise.
2nd shift customer care evening solutions presentation powerpointInfinity Contact
The document discusses 2nd shift customer care solutions, outlining their primary business drivers like responding to customers in a timely fashion and supporting self-service, as well as providing a case study of how an outsourced 2nd shift program helped a company engage customers across channels and increase sales. Key metrics for evaluating 2nd shift programs are also listed, like first contact resolution rates, sales volumes, and return on investment.
The document outlines the strategic pillars and service offerings of a virtual contact center provider. The key pillars include employee experience, customer experience, mobile app ecosystems, and digital solutions. The company provides flexible contact center solutions, including inbound/outbound support, helpdesk, sales, ecommerce, and customer experience management services. It aims to deliver excellent customer and agent experiences across web, social, and contact center channels through centralized management of people, processes, and technology.
A PRACTICAL APPROACH TO CUSTOMER CENTRIC INTERACTIONSayodahunsi
The digital environment has dramatically changed the way customers expect and demand to engage with brands. It’s a change or die situation for businesses that need to transform quickly to integrate online and offline activities to serve customers 24x7 service in their channels of choice. At the same time, businesses need to balance their own needs for revenue uplift and cost containment within this new digital model. This session provides insight into the current customer service landscape, showcases best practices for customer engagement and provides real-life examples and results from transformative, customer-centric strategies.
Omnichannel Attribution: How to Virgin Holidays join online and offline channelsmarketingfinder.co.uk
This webinar discussed how to attribute marketing activities across online and offline channels to understand their impact. It explained some common mistakes in online measurement like not accounting for costs. Case studies from Virgin Holidays and Waitrose were presented that linked online and offline sales. Virgin Holidays discussed how they used an attribution model to connect digital activities like pay-per-click to offline bookings via email addresses. This allowed them to shift 6% of offline revenue to attributed digital channels and increase email marketing returns. Proper project management was advised to integrate data from different systems and channels over time.
WashLady is an online laundry service app that aims to make laundry easy and stress-free for customers. It plans to partner with existing laundry services to outsource the actual laundry work while providing a seamless app experience. The app targets housewives, students, and young professionals between 18-40 years who want convenient laundry without the hassle. WashLady will use a freemium model and focus on excellent customer service, data analytics, and partnerships to provide quality laundry solutions on-demand.
View this #sps17 Webcast on-demand here: http://dg-r.co/2fXqvEW
Join Paige Musto, Sr. Director, Corporate Marketing at Act-On Software as she walks you through six important steps that will help you jumpstart your 2018 marketing strategy and execution plan. Plus, learn the necessary tips to help you close out 2017 on a high note.
Attendees will benefit by learning how to:
● Build effective campaign themes to support their marketing goals;
● Pull the levers needed to grow brand awareness and influence in the market;
● Identify the keys to successful reporting;
● Make an impact on the business by championing a big idea!
Digital Marketing for Business Growth explains Business concepts, Marketing models, Digital Marketing channels like blogging, SEO, SEM, Social Media Optimization, Social Media Marketing, Video Marketing and Email marketing.
This document summarizes a webinar on lead nurturing beyond email. It discusses how lead nurturing is important for converting qualified leads into customers. While email nurturing is common, it only reaches a small percentage of prospects. Display advertising can help nurture prospects across the web and on social media to reach more prospects. When combined with marketing automation, display advertising allows nurturing of anonymous website visitors and known contacts. Case studies show integrating display and email nurturing can significantly increase lead generation.
How to get ahead of your competitors online in 2011. We look at what will be happening in search marketing, social media and web analytics to help businesses get advantage online.
The talk was given to over 60 business owners and marketing managers in Bournemouth, Dorset and received huge praise from all attendees.
seo, search, ppc, local listings, social, facebook, linkedin, analytics, google, adwords, bing, yahoo, success, results, 2011, online marketing, tracking, usability
This document discusses how telecom and ISP companies can use customer engagement on social media to build their brands, drive online sales, promote products, improve customer experience, and build long-term customer relationships. It provides examples of how telecom leaders like Airtel and Verizon utilize social media for advertisements, promotions, campaigns, customer service, and community building. The document also presents a social media automation solution called muHive that can help companies scale customer engagement across multiple channels.
Selling internationally with digital marketing slideChris Topher
The document discusses strategies for digital marketing internationally. It covers search engine optimization (SEO), pay-per-click (PPC) advertising, social media, mobile marketing, and affiliate marketing. Key recommendations include localizing content for different countries and cultures, translating websites into local languages, and optimizing sites and campaigns for international search engines and consumers. Proper keyword selection, landing page relevance, and ad customization are also emphasized for successful international SEO and PPC.
Scale customer success, support & product with the help of your customer com...inSided
Did you miss #Pulse19? Never fear! We’re here on the inSided blog with a snapshot of our CEO Robin van Lieshout’s take on how your customer community can help you scale your customer support and success efforts.
A sample B2B marketing campaign for IBM on Digital Communication Solutions. Thie deck lists their products, key performance indicators, suggestions for target audience and strategies they can incorporate into their marketing plan. It also includes an analysis of their social media presence. There is information on tools like microsites, podcasts, webinars, cause videos along with a suggestive campaign calendar.
This document discusses strategies for marketing, selling, and servicing connected consumers. It begins with an overview of the auto body industry and how the marketing landscape has changed. Traditional marketing is compared to digital marketing approaches. New strategies discussed include focusing on the connected consumer, prioritizing websites and mobile optimization, utilizing search engine optimization, email marketing, social media, online reviews and reputation management, video, and customer relationship management systems. The benefits of these approaches are explained, such as increasing sales, referrals, and profits through engaging more customers digitally.
“Marketing To, Selling and Servicing the Connected Consumer.”asTech
Generation “C” is not a demographic. It's everyone. Your existing and potential customers are all connected, and in control. Today’s connected consumers require all businesses, including collision repairers to connect, communicate, market to, sell and service them in the same ways they connect and communicate! Frank Terlep, CEO and Lead Sherpa of Summit eMarketing Sherpa’s, facilitated this session for an AKZO Acoat Meeting in Wilmington,NC and helped attendees understand the tools, technologies and techniques today’s auto body and repair shops need to utilize to connect with, communicate, market to, sell and service today’s “connected consumer.”
Top 7 Unique WhatsApp API Benefits | Saudi ArabiaYara Milbes
Discover the transformative power of the WhatsApp API in our latest SlideShare presentation, "Top 7 Unique WhatsApp API Benefits." In today's fast-paced digital era, effective communication is crucial for both personal and professional success. Whether you're a small business looking to enhance customer interactions or an individual seeking seamless communication with loved ones, the WhatsApp API offers robust capabilities that can significantly elevate your experience.
In this presentation, we delve into the top 7 distinctive benefits of the WhatsApp API, provided by the leading WhatsApp API service provider in Saudi Arabia. Learn how to streamline customer support, automate notifications, leverage rich media messaging, run scalable marketing campaigns, integrate secure payments, synchronize with CRM systems, and ensure enhanced security and privacy.
How to create an award-winning community - Community Conference 2014Seismonaut
Vincent Boon, an award-winning community manager, spoke at Community Conference 2014 in Copenhagen on April 3rd about how to create a thriving community.
Community Conference is organised by Seismonaut. www.communityconference.dk
Watch this #COSeries webinar on-demand here: http://dg-r.co/2o4VYtx
Create a campaign ecosystem that builds brand, drives demand, and expands customer relationships.
Not sure where to start with your campaign and content plan? As marketers, our leaders expect us to show measurable growth in building brand, driving demand, and improving customer experience. Join us to get a 5-step blueprint for creating high-performance campaigns that will wow your executives, guide your content creation, and set you up to show measurable results at year’s end. We often find ourselves on the dreaded execution treadmill. Running from campaign to campaign and tactic to tactic without understanding the impact we’re having on the bottom line. Build a high-performance marketing plan that will give you the freedom to grow, push boundaries, and track success.
In this webinar we’ll cover:
Aligning your campaign mindset to the buyer's journey;
Building a content plan to fuel your campaigns;
Mind your gaps: uncover your best opportunities for driving buyer's through the funnel; and
Effective metrics for evaluating ROI, and developing reports that “Wow”.
Engati is one of the best free chatbot platforms to build bots in minutes without programming. Build once and publish across 8 major platforms - FB messenger, kik, telegram, line, viber, skype, slack and website. Supports intelligent paths, train, copy, analytics and private labeling.
Using Engati you can leverage the power of machine learning, NLP/NLU to design your very own chatbot.
Brandwatch & Conversocial: How to turn your social insights into proactive cu...Brandwatch
Many organizations are saving significant sums of money as a result of aligning their customer service strategies with digital and social channels.
Conversocial’s highly trusted social customer service solutions combined with Brandwatch social data puts the perfect right at brands’ fingertips to better understand their customers, and help them with issues and questions.
Join Venu Konda, VP of Partnerships & Channels at Brandwatch and Chris Venus, Global Director of Professional Services at Conversocial for this free webinar where they will discuss the importance of proactive social customer care, the value of a consistent brand voice, and how to integrate social customer service across your enterprise.
2nd shift customer care evening solutions presentation powerpointInfinity Contact
The document discusses 2nd shift customer care solutions, outlining their primary business drivers like responding to customers in a timely fashion and supporting self-service, as well as providing a case study of how an outsourced 2nd shift program helped a company engage customers across channels and increase sales. Key metrics for evaluating 2nd shift programs are also listed, like first contact resolution rates, sales volumes, and return on investment.
The document outlines the strategic pillars and service offerings of a virtual contact center provider. The key pillars include employee experience, customer experience, mobile app ecosystems, and digital solutions. The company provides flexible contact center solutions, including inbound/outbound support, helpdesk, sales, ecommerce, and customer experience management services. It aims to deliver excellent customer and agent experiences across web, social, and contact center channels through centralized management of people, processes, and technology.
A PRACTICAL APPROACH TO CUSTOMER CENTRIC INTERACTIONSayodahunsi
The digital environment has dramatically changed the way customers expect and demand to engage with brands. It’s a change or die situation for businesses that need to transform quickly to integrate online and offline activities to serve customers 24x7 service in their channels of choice. At the same time, businesses need to balance their own needs for revenue uplift and cost containment within this new digital model. This session provides insight into the current customer service landscape, showcases best practices for customer engagement and provides real-life examples and results from transformative, customer-centric strategies.
Omnichannel Attribution: How to Virgin Holidays join online and offline channelsmarketingfinder.co.uk
This webinar discussed how to attribute marketing activities across online and offline channels to understand their impact. It explained some common mistakes in online measurement like not accounting for costs. Case studies from Virgin Holidays and Waitrose were presented that linked online and offline sales. Virgin Holidays discussed how they used an attribution model to connect digital activities like pay-per-click to offline bookings via email addresses. This allowed them to shift 6% of offline revenue to attributed digital channels and increase email marketing returns. Proper project management was advised to integrate data from different systems and channels over time.
WashLady is an online laundry service app that aims to make laundry easy and stress-free for customers. It plans to partner with existing laundry services to outsource the actual laundry work while providing a seamless app experience. The app targets housewives, students, and young professionals between 18-40 years who want convenient laundry without the hassle. WashLady will use a freemium model and focus on excellent customer service, data analytics, and partnerships to provide quality laundry solutions on-demand.
View this #sps17 Webcast on-demand here: http://dg-r.co/2fXqvEW
Join Paige Musto, Sr. Director, Corporate Marketing at Act-On Software as she walks you through six important steps that will help you jumpstart your 2018 marketing strategy and execution plan. Plus, learn the necessary tips to help you close out 2017 on a high note.
Attendees will benefit by learning how to:
● Build effective campaign themes to support their marketing goals;
● Pull the levers needed to grow brand awareness and influence in the market;
● Identify the keys to successful reporting;
● Make an impact on the business by championing a big idea!
Digital Marketing for Business Growth explains Business concepts, Marketing models, Digital Marketing channels like blogging, SEO, SEM, Social Media Optimization, Social Media Marketing, Video Marketing and Email marketing.
This document summarizes a webinar on lead nurturing beyond email. It discusses how lead nurturing is important for converting qualified leads into customers. While email nurturing is common, it only reaches a small percentage of prospects. Display advertising can help nurture prospects across the web and on social media to reach more prospects. When combined with marketing automation, display advertising allows nurturing of anonymous website visitors and known contacts. Case studies show integrating display and email nurturing can significantly increase lead generation.
How to get ahead of your competitors online in 2011. We look at what will be happening in search marketing, social media and web analytics to help businesses get advantage online.
The talk was given to over 60 business owners and marketing managers in Bournemouth, Dorset and received huge praise from all attendees.
seo, search, ppc, local listings, social, facebook, linkedin, analytics, google, adwords, bing, yahoo, success, results, 2011, online marketing, tracking, usability
This document discusses how telecom and ISP companies can use customer engagement on social media to build their brands, drive online sales, promote products, improve customer experience, and build long-term customer relationships. It provides examples of how telecom leaders like Airtel and Verizon utilize social media for advertisements, promotions, campaigns, customer service, and community building. The document also presents a social media automation solution called muHive that can help companies scale customer engagement across multiple channels.
Selling internationally with digital marketing slideChris Topher
The document discusses strategies for digital marketing internationally. It covers search engine optimization (SEO), pay-per-click (PPC) advertising, social media, mobile marketing, and affiliate marketing. Key recommendations include localizing content for different countries and cultures, translating websites into local languages, and optimizing sites and campaigns for international search engines and consumers. Proper keyword selection, landing page relevance, and ad customization are also emphasized for successful international SEO and PPC.
Similar to inSpired Event 2017 - A1 - Conversational service (20)
Scale customer success, support & product with the help of your customer com...inSided
Did you miss #Pulse19? Never fear! We’re here on the inSided blog with a snapshot of our CEO Robin van Lieshout’s take on how your customer community can help you scale your customer support and success efforts.
Learn how 10 global brands generate value in sales, marketing, and support with their customer communities. Our latest ebook features success stories from leading brands like Sonos, T-Mobile, and BNP Paribas, with impressive results.
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The document outlines Kenneth Refsgaard's principles of communication from a presentation at Sonos. It discusses how communication has changed from brands communicating formally to consumers to more personal, urgent conversations between consumers. It provides two examples where customers expressed unhappiness on social media and describes Sonos' response. The principles of good communication are defined as timely, authentic and meaningful responses. It shifts to discussing experience principles and ensuring communication is also effortless and builds engagement between the customer and company.
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4. A1 Market Leader in Austria
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• 24M customers
• Part of América Móvil, the 3rd largest global telco
Part of the A1 Telekom Austria Group
4 strong brands
• Strong brands (A1, Red Bull Mobile, Yesss!, Bob)
• 6M mobile customers
• 2.2M fixed customers
Customer contact
Service through digital channels
• 3,200 employees in customer service
• 70,000 customer contacts daily
• Mein A1 App
• A1 Chat
• A1 Guru
• A1 Blog
• A1 Facebook
• A1 Community
• And many more ..
„Einfach A1: Internet, Telefonie, TV und IT-Lösungen aus einer Hand“
5. “We are working hard to continuously improve A1 digital self-care & interaction
capabilities to satisfy and exceed customer needs and generate measurable value for
the business by reducing service costs and increasing customer satisfaction.”
Head of Digital Service & Social Media @
Business Unit Consumer
Social media
Community, bots & more
“Mein A1” self-care applications (app & web)
Our Why?
6. Our current view on the strategic shift of f2f calls to
digital self-service
• Hotline
• Operator shops
• Indirect sales
• Field service
• Live chat
• Social media
• A1 Community App
• Self service app (Mein A1)
• Wifi optimizer
Web
• Self service (Mein A1)
• Online bill
• Device assistance
• FAQs
Personal service Messaging Digital self care
Customer-2-
customer service
Other
• IVR
• PC clients (service
center)
Deflect manual Service RequestsIncrease efficiency Deflect manual service requests
8. Messaging | Chat & social media
Live chat
• Live since 3 years
• Available on Web (incl. resp. mobile)
• Our challenges: availability on weekends; session-
based; customers prefer asynchronous channels
Social media
• Active since 8 years on 9 channels
• Weekly organic reach ~450k
• Our challenges: growth in service requests by 170%
in 2017 vs. 2016; customers expect fast response
times <1 hour
9. Self care | A1 Community
Why we are proud of it?
• 187,000 registered users
• 1.5M unique visits / year & growing!
• Becoming an important sales accelerator
Our challenges
• How to integrate community content better into the
customer journey?
• How to find & keep super users for the content hubs
we want to focus on?
10. Self care | Mein A1 app & Web
Why we are proud of it?
• Penetration >65%
• Growth YOY +30%
• Helps reduce calls, driving digitalization & online
push
Our challenges
• Backend needing to follow the speed of frontend
development
• How will the messenging growth impact the position
of the app?
11. Self care | Wifi Manager app
Why we are proud of it?
• Over 20k happy customers
• In-house development
• Promoting our positining as enabler
Our challenges
• Integration in the „A1 App-Universe“
• Communication
12. Self care | Help & Contact area
Why we are proud of it?
• Introduction of Guided Contact concept
• Reduction of calls as 30% use self-care
• In-house development
Our challenges
• Internal channeling vs. customer-view
• How to integrate more intelligence and more
interactivity?
13. New! | Proactive service information
Why we are proud of it?
• Relief in the call center immediately visible
• Fast & agile development and deployment
Our challenges
• Not personalised yet
• Manual inputs
15. 1. Conversations are an “endless” stream
Today
Straightforward Q then A
Requests from various channels are
routed to agents or systems and are
fulfilled
A lifetime journey
Asynchronous conversation takes
place using various channels (mainly
messaging)
Future
16. 2. Messaging is learned and well-adopted by customers
Preferred channel for younger customers With automation: 24/7 service & instant help Improved customer experience
17. 3. Businesses can profit, but need to invest & transform
• Asynchronous & parallel handling of service cases
• Higher agent satisfaction & higher TNPS
Messaging throughout the customer journey
Marketing, Sales and Customer Service – all in one conversation
Awareness Consideration Acquisition Service Loyalty
Routing
Lead generation Transactions, payment
Guided problem
identification
Feedback
moderation
Lead nurturing FAQs as dialogue
• Potential for automation via AI & bots
• Big data integration
18. Where do we see the biggest potential?
App Messaging & Automation Community & Social
20. A1 chatbot in Facebook Messenger: smartphone advisor
User onboarding Feature selection Search results
21. A1 chatbot in Facebook Messenger: additional features
Smalltalk elementsShop finder Service inquiries
22. What we learned so far
Some of the learnings so far
• 10% of customers use or try the chatbot
• Customer needs a „solution or next step“
• Bots can sell!
• Development is an SW-development
Where we can improve?
• Wider range of use cases & platforms
necessary
• Improved „intelligence“ & reliable platform
24. How can we convert huge community traffic into sales?
URL
Topic
URL
Topic
BUY
Trial: relevant integrations of sales teasers
throughout the community platform
• Framing a conversational situation and
offering the right conversational message
to discover product and service content in
the A1 online shop
• Steps: set goals, implement, evaluate user
acceptance & results
25. What did we implement?
on the A1 Community start page
on thread pages
on category pages
26. Referrals to
product pages
1.4 %
0.4 % vs. 1.8 %
Number of
conversions
6.7 %
451 vs. 420
Assisted conversions
compared to social media
60 %
1082 vs. 682
• Clicking on URLs to product pages can be increased
• No effect on the number of conversions
• Only selected and mild feedback from users regarding
new ads
Outcomes
Objective setting
Can we drive conversions with conversational
advertising in the community?
Measuring performance
Change in referrals, conversions and
assisted conversions
User acceptance
How did users perceive the
conversational ads?
• Strengthening effect on A1 Community as top
player in the customer pre-buying phase in
comparison to Facebook or A1 Blog
28. So how will we know that we are successful on
this “conversational journey”?
29. So how will we know that we are successful on
this “conversational journey”?
Customers will be more
satisfied. It will save them
time & money.
We will be rewarded with a
higher NPS.
“Hard KPIs” are still the
main currency: higher
sales (or leads), lower
service costs.
It will take big(ger than
expected) transformation
and process optimizations.