CRM Process & Technology (for Digitalization Era)
By Jatturaput Nilumprachart, Netway Communication Co., Ltd.
Modern CRM is a matter of CX&M (Customer Experience and Management)
Omni-Channel as a Customer’s Lens
Stay multifunctional in one single place: Zendesk Support, Chat, and more
Application of CRM Technology with your customers
Dictanova provides customer experience analytics software that centralizes customer feedback from various sources, analyzes the data using semantic analysis, and provides insights and dashboards to help companies understand the customer journey, identify issues, and drive experience improvements. The software helps break down silos, explain variations in customer satisfaction scores, and empower managers. It was created in 2011 and has been used by retailers, insurers, banks and other industries to analyze hundreds of thousands of customer comments annually.
Customer Centricity and Digital Disruption in InsuranceQualtrics
This document discusses digital disruption in the insurance industry. It notes that loyalty is dropping, touchpoints are decreasing, an advice gap is growing, and margins are shrinking for insurance companies. The presentation provides suggestions for how digital technologies can help insurance companies address these challenges. Specifically, it recommends using customer data and real-time feedback to improve loyalty when it is dropping, enhancing customer journeys and empowering call centers to increase touchpoints, targeting customers online and through CRM systems to close the advice gap, and leveraging digital to lower costs and retain high-value customers as margins shrink. The presentation argues that digital tools allow for real-time reaction, better customer understanding through segmentation, customized experiences, and contributions to the bottom line.
This document discusses how banks can benefit from digital disruption. It begins by outlining some of the seeds of disruption banks are facing, such as declining customer loyalty and branch visits. It then discusses some of the digital problems banks face related to customer relationships, journeys, segmentation, and innovation. The document proposes solutions for banks to address these problems by better understanding customer pain points, streamlining journeys, personalizing experiences, and innovating more quickly. It emphasizes using digital tools to measure these areas and provide faster insights to drive better customer outcomes. The presentation concludes with a Q&A section.
Satsum reinvents customer experience measurement for E-retailers. Satsum uses machine learning to understand your customers needs and wishes, providing clear and actionable metrics on what drives your customer satisfaction.
How to Measure & Optimize the Digital Customer ExperienceQualtrics
Your customer experience begins with... your website!
Critical to any digital strategy is the capacity to capture targeted customer feedback to ensure your website improvement priorities will actually drive site conversion, retention, and loyalty.
Qualtrics’ Site Intercept enables the most advanced form of data collection, predicated on what website visitors do, as well as what they say and how they rate their experience. This webinar shows how Site Intercept can be deployed to measure and optimize key elements of the digital customer journey.
In this webinar, our partner, Usability Sciences, will discuss the following:
The seven levels that comprise a comprehensive Customer Experience analysis framework
How Site Intercept can facilitate behaviorally- and contextually-triggered data collection within that framework
How the framework helps dictate improvement priorities for your site to drive greater customer conversion, retention, and loyalty
Recorded:
October 28th at 10am PT | 1pm ET
Guest Speaker:
Roger Beynon, Chief Strategy Officer, Usability Sciences
Financial services customers and their emotionsRant & Rave
This document discusses the importance of customer emotions in financial services and how to turn transactions into relationships. It argues that while companies already consider emotions in customer experiences, they may not be the right ones. To be successful, companies need to focus on delivering intentional, differentiated experiences that meet customer expectations and exceed them emotionally. This requires measuring customer experiences, having cross-functional governance, and focusing on customers at every stage by considering how changes will make them and employees feel. Getting the functional basics right consistently is key to eliciting the right emotions that drive positive customer behaviors and loyalty.
Dictanova provides customer experience analytics software that centralizes customer feedback from various sources, analyzes the data using semantic analysis, and provides insights and dashboards to help companies understand the customer journey, identify issues, and drive experience improvements. The software helps break down silos, explain variations in customer satisfaction scores, and empower managers. It was created in 2011 and has been used by retailers, insurers, banks and other industries to analyze hundreds of thousands of customer comments annually.
Customer Centricity and Digital Disruption in InsuranceQualtrics
This document discusses digital disruption in the insurance industry. It notes that loyalty is dropping, touchpoints are decreasing, an advice gap is growing, and margins are shrinking for insurance companies. The presentation provides suggestions for how digital technologies can help insurance companies address these challenges. Specifically, it recommends using customer data and real-time feedback to improve loyalty when it is dropping, enhancing customer journeys and empowering call centers to increase touchpoints, targeting customers online and through CRM systems to close the advice gap, and leveraging digital to lower costs and retain high-value customers as margins shrink. The presentation argues that digital tools allow for real-time reaction, better customer understanding through segmentation, customized experiences, and contributions to the bottom line.
This document discusses how banks can benefit from digital disruption. It begins by outlining some of the seeds of disruption banks are facing, such as declining customer loyalty and branch visits. It then discusses some of the digital problems banks face related to customer relationships, journeys, segmentation, and innovation. The document proposes solutions for banks to address these problems by better understanding customer pain points, streamlining journeys, personalizing experiences, and innovating more quickly. It emphasizes using digital tools to measure these areas and provide faster insights to drive better customer outcomes. The presentation concludes with a Q&A section.
Satsum reinvents customer experience measurement for E-retailers. Satsum uses machine learning to understand your customers needs and wishes, providing clear and actionable metrics on what drives your customer satisfaction.
How to Measure & Optimize the Digital Customer ExperienceQualtrics
Your customer experience begins with... your website!
Critical to any digital strategy is the capacity to capture targeted customer feedback to ensure your website improvement priorities will actually drive site conversion, retention, and loyalty.
Qualtrics’ Site Intercept enables the most advanced form of data collection, predicated on what website visitors do, as well as what they say and how they rate their experience. This webinar shows how Site Intercept can be deployed to measure and optimize key elements of the digital customer journey.
In this webinar, our partner, Usability Sciences, will discuss the following:
The seven levels that comprise a comprehensive Customer Experience analysis framework
How Site Intercept can facilitate behaviorally- and contextually-triggered data collection within that framework
How the framework helps dictate improvement priorities for your site to drive greater customer conversion, retention, and loyalty
Recorded:
October 28th at 10am PT | 1pm ET
Guest Speaker:
Roger Beynon, Chief Strategy Officer, Usability Sciences
Financial services customers and their emotionsRant & Rave
This document discusses the importance of customer emotions in financial services and how to turn transactions into relationships. It argues that while companies already consider emotions in customer experiences, they may not be the right ones. To be successful, companies need to focus on delivering intentional, differentiated experiences that meet customer expectations and exceed them emotionally. This requires measuring customer experiences, having cross-functional governance, and focusing on customers at every stage by considering how changes will make them and employees feel. Getting the functional basics right consistently is key to eliciting the right emotions that drive positive customer behaviors and loyalty.
What is Customer Value and why is it Important to Marketers?PPCexpo
Marketing in the Digital Age has become more and more complex each year. Marketers need to manage many different channels and tactics across both digital and non-digital mediums. Despite this, the goal of marketing has remained the same: identifying target customers with a problem and connecting them to a solution.
Tycoon created this presentation specifically for participants in New York's Startup Weekend Global Fashion Battle on September 5-7 2014. As dedicated sponsors in this amazing event, Tycoon covers business and marketing fundamentals such as the elevator pitch, customer empathy map, customer decision journey, marketing map and key performance indicators.
Do you have what it takes to be America’s Next Top Multifamily Marketer? In today’s competitive environment, it takes a fierce marketing strategy to position your company and communities ahead of the competition; and this session will equip you to make-over your existing marketing plan into a Super Model of success. You’ll learn the key characteristics that speak desirability to today’s consumer; how to create a truly unique selling proposition that far outshines the competition; the hottest advertising vehicles available today and how to use and leverage them for maximum ROI; when, where and how to market to today’s sales-savvy consumers in ways that they’ll accept; and much, much more!
How To Transform Digital Customer Experiences For The Connected CustomerBrian Solis
The gap between the traditional customer and digital customer is only widening. The technology required to deliver an effortless omnichannel customer experience (CX) is very different than the setup required for traditional customer engagement. How you invest in digital transformation and CX can be the difference between a compelling competitive advantage and market irrelevance. Leading digital analyst, author and keynote speaker Brian Solis partnered with Genesys to develop a guide to help businesses identify critical gaps and close the loop in digital transformation. The ebook covers...
Top challenges facing digital transformation
Digital Customer Experience Transformation Checklist
Digital CX strategies industry leaders are adopting to deliver delightful and intuitive CX
This document discusses social customer relationship management (CRM). It defines social CRM as focusing on understanding, anticipating, and responding to customer needs using social data to create mutually beneficial relationships. It emphasizes listening to customers, connecting with them, and engaging them on social media. It provides examples of how social CRM can benefit customer service, marketing, and sales functions. Specifically, it finds that social CRM can increase spending and productivity for these functions. Finally, it presents principles for effective social CRM, including listening, connecting, and engaging customers on social platforms.
Are you struggling to create content that engages your audience? Content marketing success relies on your ability to understand and target the customer context. This guide helps you do just that.
The Secret to Engaging Modern Consumers: Journey Mapping and Personalization
In today's digital landscape, understanding the customer's journey and delivering personalized experiences are paramount. This masterclass delves into the art of consumer journey mapping, a powerful technique that visualizes the entire customer experience across touchpoints. Attendees will learn how to create detailed journey maps, identify pain points, and uncover opportunities for optimization. The presentation also explores personalization strategies that leverage data and technology to tailor content, products, and experiences to individual customers. From real-time personalization to predictive analytics, attendees will gain insights into cutting-edge approaches that drive engagement and loyalty.
Key Takeaways:
Current consumer landscape; Steps to mapping an effective consumer journey; Understanding the value of personalization; Integrating mapping and personalization for success; Brands that are getting It right!; Best Practices; Future Trends
Retailers recognize the importance of customer analytics in understanding customer behavior and needs, but many are struggling to effectively analyze customer data and take action. While 93% of retailers view customer analytics as a competitive advantage, nearly two-thirds are unhappy with their current analytics capabilities. The document outlines challenges retailers face in collecting and linking customer data from various touchpoints, and providing a unified view of the customer journey to better personalize the customer experience.
The document discusses 20 marketing trends for 2022. Some of the key trends include:
1. Consumer values and expectations have shifted drastically due to the COVID pandemic, requiring brands to strategize and create new strategies to meet these changes.
2. Marketers must focus on building their first-party data strategies and personalizing experiences as third-party cookies are being phased out.
3. Research is becoming more democratized, with insights being generated through collaboration across organizations rather than isolated reports.
4. Testing and optimization are becoming ingrained in marketing organizations through increased investment in testing technology and dedicated teams.
Business is changing: digital technology has permeated every facet of the enterprise, completely transforming the way we work. Digital has disintermediated markets, disrupted organisational structures, created new risks and new revenue streams, while fundamentally altering the way businesses engage with their customer.
There is no coincidence that the most influential companies of our age share a common ability to harness technology effectively. In these exciting and turbulent times, success is increasingly defined by the ability to respond to the fast changing digital landscape, it has become a key distinguisher between growth and obscurity.
DT 2019 contextualised key digital trends and explored the underlying process of organisational change. The conference was geared towards senior technologists and digital leaders, providing an insightful peer-led environment and a crucial forum for knowledge exchange, discussion and high-level networking.
This is the largest annual Digital Transformation conference held in Scotland - with over 300 attendees in 2018. The event is supported by ScotlandIS and is free for qualifying delegates to attend.
This document provides strategies and tips for onboarding new customers and retaining existing ones. It discusses understanding customers, segmentation, targeting, positioning, evaluating opportunities, understanding digital ecosystems and channels, and optimizing the customer experience and conversion rates across channels. Body language, developing the right attitude, and negotiating skills are also addressed.
High customer loyalty is one of the most important indicators of good performing companies. Since customer satisfaction is directly linked to customer loyalty it is evident`that measuring customer satisfaction without taking customer loyalty into account and vice versa would be misleading.
Breakthroughs In Increasing Retention And LTV By Engaging Customers At 7 Crit...G3 Communications
Learn how global human capital powerhouse Mercer strategically engages at every step of the customer lifecycle, sharing critical insights, data and services to enable 24,000 clients worldwide to create a workforce for the future. Mercer’s Global Chief Marketing Officer, Jeanniey Mullen, will be joined by DMA Hall of Famer, Ernan Roman, President, ERDM Corp.
Roman will share findings from VoC research his firm conducted for brands such as IBM, MassMutual and Microsoft, which identified seven essential points in the customer lifecycle where B2B decision makers expect personalized value and support from trusted service providers.
Viveks Ltd is a leading consumer electronics and home appliances retailer in India with 53 stores across Bangalore and Chennai. Founded in 1965, the company operates three retail brands - Viveks, Jainsons, and Premier - and has grown its annual turnover to Rs. 350 crores. Viveks Ltd employs 1000 people and offers a wide range of products from air conditioners to washing machines. The company has received several awards for its store design and merchandising.
Good performance alone cannot crack the complex code that governs the strength of your customer relationships and the sustainability of your business. As competition intensifies, it is essential to get smarter about the experiences that matter, and deliver return on the bottom line.
Good performance alone cannot crack the complex code that governs the strength of your customer relationships and the sustainability of your business. As competition intensifies, it is essential to get smarter about the experiences that matter, and deliver return on the bottom line.
The document discusses the importance of customer experience and loyalty for businesses. It notes that loyalty has become more critical as markets have become saturated and products commoditized. It then outlines several key points about customer experience, including that customers are willing to pay more for a good experience and will drop brands after a single poor experience. The document emphasizes that improving customer experience needs to be a company-wide effort across all departments in order to be effective.
This document describes the product range of an omni-channel customer service platform that integrates customer service and data science. It lists various features of the platform including social media, live chat, mobile apps, and API integration. It then provides examples of how the platform can be used for different purposes and industries, such as order management, education support, retail store operations, and healthcare. It encourages the reader to consider how they could utilize the platform and provides contact information to request a 14-day trial and learn more about pricing and implementation.
The document describes an omni-channel customer service and data science platform that integrates various channels like social media, mobile, live chat, and APIs. It provides solutions like an online store, feedback management, machine learning, and applications for Zendesk support, chat, and help center. Contact information is provided to request a 14-day trial and get pricing and implementation details.
What is Customer Value and why is it Important to Marketers?PPCexpo
Marketing in the Digital Age has become more and more complex each year. Marketers need to manage many different channels and tactics across both digital and non-digital mediums. Despite this, the goal of marketing has remained the same: identifying target customers with a problem and connecting them to a solution.
Tycoon created this presentation specifically for participants in New York's Startup Weekend Global Fashion Battle on September 5-7 2014. As dedicated sponsors in this amazing event, Tycoon covers business and marketing fundamentals such as the elevator pitch, customer empathy map, customer decision journey, marketing map and key performance indicators.
Do you have what it takes to be America’s Next Top Multifamily Marketer? In today’s competitive environment, it takes a fierce marketing strategy to position your company and communities ahead of the competition; and this session will equip you to make-over your existing marketing plan into a Super Model of success. You’ll learn the key characteristics that speak desirability to today’s consumer; how to create a truly unique selling proposition that far outshines the competition; the hottest advertising vehicles available today and how to use and leverage them for maximum ROI; when, where and how to market to today’s sales-savvy consumers in ways that they’ll accept; and much, much more!
How To Transform Digital Customer Experiences For The Connected CustomerBrian Solis
The gap between the traditional customer and digital customer is only widening. The technology required to deliver an effortless omnichannel customer experience (CX) is very different than the setup required for traditional customer engagement. How you invest in digital transformation and CX can be the difference between a compelling competitive advantage and market irrelevance. Leading digital analyst, author and keynote speaker Brian Solis partnered with Genesys to develop a guide to help businesses identify critical gaps and close the loop in digital transformation. The ebook covers...
Top challenges facing digital transformation
Digital Customer Experience Transformation Checklist
Digital CX strategies industry leaders are adopting to deliver delightful and intuitive CX
This document discusses social customer relationship management (CRM). It defines social CRM as focusing on understanding, anticipating, and responding to customer needs using social data to create mutually beneficial relationships. It emphasizes listening to customers, connecting with them, and engaging them on social media. It provides examples of how social CRM can benefit customer service, marketing, and sales functions. Specifically, it finds that social CRM can increase spending and productivity for these functions. Finally, it presents principles for effective social CRM, including listening, connecting, and engaging customers on social platforms.
Are you struggling to create content that engages your audience? Content marketing success relies on your ability to understand and target the customer context. This guide helps you do just that.
The Secret to Engaging Modern Consumers: Journey Mapping and Personalization
In today's digital landscape, understanding the customer's journey and delivering personalized experiences are paramount. This masterclass delves into the art of consumer journey mapping, a powerful technique that visualizes the entire customer experience across touchpoints. Attendees will learn how to create detailed journey maps, identify pain points, and uncover opportunities for optimization. The presentation also explores personalization strategies that leverage data and technology to tailor content, products, and experiences to individual customers. From real-time personalization to predictive analytics, attendees will gain insights into cutting-edge approaches that drive engagement and loyalty.
Key Takeaways:
Current consumer landscape; Steps to mapping an effective consumer journey; Understanding the value of personalization; Integrating mapping and personalization for success; Brands that are getting It right!; Best Practices; Future Trends
Retailers recognize the importance of customer analytics in understanding customer behavior and needs, but many are struggling to effectively analyze customer data and take action. While 93% of retailers view customer analytics as a competitive advantage, nearly two-thirds are unhappy with their current analytics capabilities. The document outlines challenges retailers face in collecting and linking customer data from various touchpoints, and providing a unified view of the customer journey to better personalize the customer experience.
The document discusses 20 marketing trends for 2022. Some of the key trends include:
1. Consumer values and expectations have shifted drastically due to the COVID pandemic, requiring brands to strategize and create new strategies to meet these changes.
2. Marketers must focus on building their first-party data strategies and personalizing experiences as third-party cookies are being phased out.
3. Research is becoming more democratized, with insights being generated through collaboration across organizations rather than isolated reports.
4. Testing and optimization are becoming ingrained in marketing organizations through increased investment in testing technology and dedicated teams.
Business is changing: digital technology has permeated every facet of the enterprise, completely transforming the way we work. Digital has disintermediated markets, disrupted organisational structures, created new risks and new revenue streams, while fundamentally altering the way businesses engage with their customer.
There is no coincidence that the most influential companies of our age share a common ability to harness technology effectively. In these exciting and turbulent times, success is increasingly defined by the ability to respond to the fast changing digital landscape, it has become a key distinguisher between growth and obscurity.
DT 2019 contextualised key digital trends and explored the underlying process of organisational change. The conference was geared towards senior technologists and digital leaders, providing an insightful peer-led environment and a crucial forum for knowledge exchange, discussion and high-level networking.
This is the largest annual Digital Transformation conference held in Scotland - with over 300 attendees in 2018. The event is supported by ScotlandIS and is free for qualifying delegates to attend.
This document provides strategies and tips for onboarding new customers and retaining existing ones. It discusses understanding customers, segmentation, targeting, positioning, evaluating opportunities, understanding digital ecosystems and channels, and optimizing the customer experience and conversion rates across channels. Body language, developing the right attitude, and negotiating skills are also addressed.
High customer loyalty is one of the most important indicators of good performing companies. Since customer satisfaction is directly linked to customer loyalty it is evident`that measuring customer satisfaction without taking customer loyalty into account and vice versa would be misleading.
Breakthroughs In Increasing Retention And LTV By Engaging Customers At 7 Crit...G3 Communications
Learn how global human capital powerhouse Mercer strategically engages at every step of the customer lifecycle, sharing critical insights, data and services to enable 24,000 clients worldwide to create a workforce for the future. Mercer’s Global Chief Marketing Officer, Jeanniey Mullen, will be joined by DMA Hall of Famer, Ernan Roman, President, ERDM Corp.
Roman will share findings from VoC research his firm conducted for brands such as IBM, MassMutual and Microsoft, which identified seven essential points in the customer lifecycle where B2B decision makers expect personalized value and support from trusted service providers.
Viveks Ltd is a leading consumer electronics and home appliances retailer in India with 53 stores across Bangalore and Chennai. Founded in 1965, the company operates three retail brands - Viveks, Jainsons, and Premier - and has grown its annual turnover to Rs. 350 crores. Viveks Ltd employs 1000 people and offers a wide range of products from air conditioners to washing machines. The company has received several awards for its store design and merchandising.
Good performance alone cannot crack the complex code that governs the strength of your customer relationships and the sustainability of your business. As competition intensifies, it is essential to get smarter about the experiences that matter, and deliver return on the bottom line.
Good performance alone cannot crack the complex code that governs the strength of your customer relationships and the sustainability of your business. As competition intensifies, it is essential to get smarter about the experiences that matter, and deliver return on the bottom line.
The document discusses the importance of customer experience and loyalty for businesses. It notes that loyalty has become more critical as markets have become saturated and products commoditized. It then outlines several key points about customer experience, including that customers are willing to pay more for a good experience and will drop brands after a single poor experience. The document emphasizes that improving customer experience needs to be a company-wide effort across all departments in order to be effective.
This document describes the product range of an omni-channel customer service platform that integrates customer service and data science. It lists various features of the platform including social media, live chat, mobile apps, and API integration. It then provides examples of how the platform can be used for different purposes and industries, such as order management, education support, retail store operations, and healthcare. It encourages the reader to consider how they could utilize the platform and provides contact information to request a 14-day trial and learn more about pricing and implementation.
The document describes an omni-channel customer service and data science platform that integrates various channels like social media, mobile, live chat, and APIs. It provides solutions like an online store, feedback management, machine learning, and applications for Zendesk support, chat, and help center. Contact information is provided to request a 14-day trial and get pricing and implementation details.
Zendesk Implementation with Netway's InfrastructureNetwayClub
The document discusses the limitless possibilities that exist when people work together collaboratively. It notes that great ideas can come from anywhere and that combining diverse perspectives allows for creativity and innovation. The overall message is that bringing different people together generates new ideas and opportunities that no one could achieve alone.
Learn more about Netway Cloud Solutions including Cloud VPS, Dedicated Server, Google Apps, and Office 365. Walk through the nuts and bolts of cloud values and the plan to use it with your organization.
บรรยากาศของงาน SysAdmin Day 2014 โดย Netway Communication mี่ชูกภาพความสำคัญของ Managed Service กับบริการ web hosting และธุรกิจเว็บออนไลน์ทั่งประเทศ
www.netway.co.th
This document summarizes and highlights 20 effective email examples from 2014 that were shared on the Email Swipe File pinboard. It showcases emails that advanced personalization, triggered sophistication, unique voice, smart rendering, and inspired fundamentals. Each email example is described in 1-2 sentences and categorized under one of the 5 key email marketing trends that were shaping design and strategy.
Strong authentication for your organization in a cost effective cloud-based...NetwayClub
The document discusses Symantec VIP, a cloud-based strong authentication solution. It provides an overview of Symantec VIP's validation and identity protection services, use cases including VPN access and Active Directory integration, and risk-based authentication. Symantec VIP allows flexible deployment of one-time passwords on mobile devices, software tokens, and cards for secure access from any device.
The document discusses the risks of online security breaches and introduces VIP Authentication as a 2-factor authentication solution. It outlines common security threats like password theft, data loss, and mobile malware. Statistics on data breaches show the high costs of security incidents and importance of risk management. The remainder promotes VIP Authentication's scalability, compliance, identity management and multi-layered security approach to address these risks.
How to Interpret Trends in the Kalyan Rajdhani Mix Chart.pdfChart Kalyan
A Mix Chart displays historical data of numbers in a graphical or tabular form. The Kalyan Rajdhani Mix Chart specifically shows the results of a sequence of numbers over different periods.
Digital Banking in the Cloud: How Citizens Bank Unlocked Their MainframePrecisely
Inconsistent user experience and siloed data, high costs, and changing customer expectations – Citizens Bank was experiencing these challenges while it was attempting to deliver a superior digital banking experience for its clients. Its core banking applications run on the mainframe and Citizens was using legacy utilities to get the critical mainframe data to feed customer-facing channels, like call centers, web, and mobile. Ultimately, this led to higher operating costs (MIPS), delayed response times, and longer time to market.
Ever-changing customer expectations demand more modern digital experiences, and the bank needed to find a solution that could provide real-time data to its customer channels with low latency and operating costs. Join this session to learn how Citizens is leveraging Precisely to replicate mainframe data to its customer channels and deliver on their “modern digital bank” experiences.
Have you ever been confused by the myriad of choices offered by AWS for hosting a website or an API?
Lambda, Elastic Beanstalk, Lightsail, Amplify, S3 (and more!) can each host websites + APIs. But which one should we choose?
Which one is cheapest? Which one is fastest? Which one will scale to meet our needs?
Join me in this session as we dive into each AWS hosting service to determine which one is best for your scenario and explain why!
HCL Notes und Domino Lizenzkostenreduzierung in der Welt von DLAUpanagenda
Webinar Recording: https://www.panagenda.com/webinars/hcl-notes-und-domino-lizenzkostenreduzierung-in-der-welt-von-dlau/
DLAU und die Lizenzen nach dem CCB- und CCX-Modell sind für viele in der HCL-Community seit letztem Jahr ein heißes Thema. Als Notes- oder Domino-Kunde haben Sie vielleicht mit unerwartet hohen Benutzerzahlen und Lizenzgebühren zu kämpfen. Sie fragen sich vielleicht, wie diese neue Art der Lizenzierung funktioniert und welchen Nutzen sie Ihnen bringt. Vor allem wollen Sie sicherlich Ihr Budget einhalten und Kosten sparen, wo immer möglich. Das verstehen wir und wir möchten Ihnen dabei helfen!
Wir erklären Ihnen, wie Sie häufige Konfigurationsprobleme lösen können, die dazu führen können, dass mehr Benutzer gezählt werden als nötig, und wie Sie überflüssige oder ungenutzte Konten identifizieren und entfernen können, um Geld zu sparen. Es gibt auch einige Ansätze, die zu unnötigen Ausgaben führen können, z. B. wenn ein Personendokument anstelle eines Mail-Ins für geteilte Mailboxen verwendet wird. Wir zeigen Ihnen solche Fälle und deren Lösungen. Und natürlich erklären wir Ihnen das neue Lizenzmodell.
Nehmen Sie an diesem Webinar teil, bei dem HCL-Ambassador Marc Thomas und Gastredner Franz Walder Ihnen diese neue Welt näherbringen. Es vermittelt Ihnen die Tools und das Know-how, um den Überblick zu bewahren. Sie werden in der Lage sein, Ihre Kosten durch eine optimierte Domino-Konfiguration zu reduzieren und auch in Zukunft gering zu halten.
Diese Themen werden behandelt
- Reduzierung der Lizenzkosten durch Auffinden und Beheben von Fehlkonfigurationen und überflüssigen Konten
- Wie funktionieren CCB- und CCX-Lizenzen wirklich?
- Verstehen des DLAU-Tools und wie man es am besten nutzt
- Tipps für häufige Problembereiche, wie z. B. Team-Postfächer, Funktions-/Testbenutzer usw.
- Praxisbeispiele und Best Practices zum sofortigen Umsetzen
"Frontline Battles with DDoS: Best practices and Lessons Learned", Igor IvaniukFwdays
At this talk we will discuss DDoS protection tools and best practices, discuss network architectures and what AWS has to offer. Also, we will look into one of the largest DDoS attacks on Ukrainian infrastructure that happened in February 2022. We'll see, what techniques helped to keep the web resources available for Ukrainians and how AWS improved DDoS protection for all customers based on Ukraine experience
Your One-Stop Shop for Python Success: Top 10 US Python Development Providersakankshawande
Simplify your search for a reliable Python development partner! This list presents the top 10 trusted US providers offering comprehensive Python development services, ensuring your project's success from conception to completion.
In the realm of cybersecurity, offensive security practices act as a critical shield. By simulating real-world attacks in a controlled environment, these techniques expose vulnerabilities before malicious actors can exploit them. This proactive approach allows manufacturers to identify and fix weaknesses, significantly enhancing system security.
This presentation delves into the development of a system designed to mimic Galileo's Open Service signal using software-defined radio (SDR) technology. We'll begin with a foundational overview of both Global Navigation Satellite Systems (GNSS) and the intricacies of digital signal processing.
The presentation culminates in a live demonstration. We'll showcase the manipulation of Galileo's Open Service pilot signal, simulating an attack on various software and hardware systems. This practical demonstration serves to highlight the potential consequences of unaddressed vulnerabilities, emphasizing the importance of offensive security practices in safeguarding critical infrastructure.
Generating privacy-protected synthetic data using Secludy and MilvusZilliz
During this demo, the founders of Secludy will demonstrate how their system utilizes Milvus to store and manipulate embeddings for generating privacy-protected synthetic data. Their approach not only maintains the confidentiality of the original data but also enhances the utility and scalability of LLMs under privacy constraints. Attendees, including machine learning engineers, data scientists, and data managers, will witness first-hand how Secludy's integration with Milvus empowers organizations to harness the power of LLMs securely and efficiently.
Essentials of Automations: Exploring Attributes & Automation ParametersSafe Software
Building automations in FME Flow can save time, money, and help businesses scale by eliminating data silos and providing data to stakeholders in real-time. One essential component to orchestrating complex automations is the use of attributes & automation parameters (both formerly known as “keys”). In fact, it’s unlikely you’ll ever build an Automation without using these components, but what exactly are they?
Attributes & automation parameters enable the automation author to pass data values from one automation component to the next. During this webinar, our FME Flow Specialists will cover leveraging the three types of these output attributes & parameters in FME Flow: Event, Custom, and Automation. As a bonus, they’ll also be making use of the Split-Merge Block functionality.
You’ll leave this webinar with a better understanding of how to maximize the potential of automations by making use of attributes & automation parameters, with the ultimate goal of setting your enterprise integration workflows up on autopilot.
Discover top-tier mobile app development services, offering innovative solutions for iOS and Android. Enhance your business with custom, user-friendly mobile applications.
Main news related to the CCS TSI 2023 (2023/1695)Jakub Marek
An English 🇬🇧 translation of a presentation to the speech I gave about the main changes brought by CCS TSI 2023 at the biggest Czech conference on Communications and signalling systems on Railways, which was held in Clarion Hotel Olomouc from 7th to 9th November 2023 (konferenceszt.cz). Attended by around 500 participants and 200 on-line followers.
The original Czech 🇨🇿 version of the presentation can be found here: https://www.slideshare.net/slideshow/hlavni-novinky-souvisejici-s-ccs-tsi-2023-2023-1695/269688092 .
The videorecording (in Czech) from the presentation is available here: https://youtu.be/WzjJWm4IyPk?si=SImb06tuXGb30BEH .
Dandelion Hashtable: beyond billion requests per second on a commodity serverAntonios Katsarakis
This slide deck presents DLHT, a concurrent in-memory hashtable. Despite efforts to optimize hashtables, that go as far as sacrificing core functionality, state-of-the-art designs still incur multiple memory accesses per request and block request processing in three cases. First, most hashtables block while waiting for data to be retrieved from memory. Second, open-addressing designs, which represent the current state-of-the-art, either cannot free index slots on deletes or must block all requests to do so. Third, index resizes block every request until all objects are copied to the new index. Defying folklore wisdom, DLHT forgoes open-addressing and adopts a fully-featured and memory-aware closed-addressing design based on bounded cache-line-chaining. This design offers lock-free index operations and deletes that free slots instantly, (2) completes most requests with a single memory access, (3) utilizes software prefetching to hide memory latencies, and (4) employs a novel non-blocking and parallel resizing. In a commodity server and a memory-resident workload, DLHT surpasses 1.6B requests per second and provides 3.5x (12x) the throughput of the state-of-the-art closed-addressing (open-addressing) resizable hashtable on Gets (Deletes).
Conversational agents, or chatbots, are increasingly used to access all sorts of services using natural language. While open-domain chatbots - like ChatGPT - can converse on any topic, task-oriented chatbots - the focus of this paper - are designed for specific tasks, like booking a flight, obtaining customer support, or setting an appointment. Like any other software, task-oriented chatbots need to be properly tested, usually by defining and executing test scenarios (i.e., sequences of user-chatbot interactions). However, there is currently a lack of methods to quantify the completeness and strength of such test scenarios, which can lead to low-quality tests, and hence to buggy chatbots.
To fill this gap, we propose adapting mutation testing (MuT) for task-oriented chatbots. To this end, we introduce a set of mutation operators that emulate faults in chatbot designs, an architecture that enables MuT on chatbots built using heterogeneous technologies, and a practical realisation as an Eclipse plugin. Moreover, we evaluate the applicability, effectiveness and efficiency of our approach on open-source chatbots, with promising results.
6. O N E
S I N G L E
B O A T
M U L T I P L E
P O I N T S O F
S A L E
D I V E R S I F I E D
C U S T O M E R
P E R S O N A S
The seller relies on one
single channel to serve
her customers.
The demands come from
360 degree without
predictive analysis.
The service requests
have unique natures
with specific
requirements.
7. CRM
P R O C E S S
A N D
T E C H N O L O G Y
F O R
D I G I T A L I Z A T I O N E R A
▞ CX&M
A G E N D A
▜ CUSTOMER’S LEN
▚ MULTIFUNCTIONAL
▟ APPLICATIONS
╇ Modern CRM is a matter of CX&M (Customer Experience and Management)╇ Omni-Channel as a Customer’s Lens
╇ Stay multifunctional in one single place: Zendesk Support, Chat, and more ╇ Application of CRM Technology with your customers
10. D O N ’ T P R O D U C T S.
P E O P L E
B U Y
▞ CX&M
11. P R O D U C T S.B U Y E X P E R I E N C E.
▞ CX&M
C U S T O M E R S
12. B U Y E X P E R I E N C E.C U S T O M E R S
▚ ▐ ◗
Customers become
more democratized
by multi-layered
channels they have.
▞ ▙ ▶
Purchasing
behaviors are
transformed into
digital transactions.
◆ ▚ ◥
Even if the product
is good, the bad
shopping experience
destroys the value of
thing.
16. THE
F O R M U L A
Customer satisfaction Index (CSI) , (CSAT)
17. S A T I S F A C T I O N
=
P E R C E P T I O N - E X P E C T A T I O N
Expectation
PERCEPTION
David H. Maister (1993):
"If the client perceives service at a certain level
but expected something more (or different),
then he or she will be dissatisfied."
23. Customer
Experience
Management (CX&M)
Customer experience management (CX&M) involves
looking at what customers experience in every part
of their relationship with the business.
This involves evaluating aspects of the advertising
process, the sales process, the support process and
every instance where a business would interact
with its customers, online or otherwise.
REF: technopedia.com
24. Customer
Experience
Management (CX&M)
With CX&M, the focus is on the user experience or the “interface” of
business relationships. It asks business leaders to put themselves in the
customers' shoes and look at what they perceive as they interact with
the business, either online or through different venues. Customer experience
management can be thought of as a kind of user-experience or
user-interface evaluation wherein analysts look at things like online
advertising and marketing, Web forms for orders, digital shopping carts,
digital or phone support, as well as what goes on in brick-and-mortar stores.
For example, an in-depth look at the way a business uses social media and
how its customers respond on platforms like
Facebook would be considered a CX&M project.
REF: technopedia.com
29. easier than getting a new one.
a satisfied faithful customer is more likely to attract new
buyers than any form of advertising.
6
Retaining a customer is
TIMES
30. Revenue gained by reducing negative
word-of-mouth versus improving positive buzz.
300%
31. Of consumers worldwide trust recommendations from
friends and family more than any form of advertising.
92%
34. ▙ B E H A V I O R
▚ D A T A
▛ I N F O R M A T I O N
▜ K N O W L E D G E
▞ I N S I G H T
DIGITAL TRANSFORMATION
FROM SUBJECTIVITY TO OBJECTIVITY
Gaining customer insights is rationalized by the pyramid of
data input. Once the customer behavior is captured, it is
translated and transformed into a business insights which
are ready for your customer experience management.
Realize the descriptive problem.
Collect it in a well-formatted way.
Reset the data for a specific use.
Record the solution and present it.
Serve customers with learned
experience.
35. Critical Incident Technique (or CIT)
The Critical Incident
Technique (or CIT)
collects direct
observations of human
behaviors that have
critical significance and
meet a set of
methodically-defined
criteria.
Behaviors
These observations are
then kept track of as
incidents, which are then
used to solve practical
problems and develop
broad psychological
principles.
Incidents
Solve problems
Psychological
Principles
A critical incident can be
described as one that makes
a contribution—either
positively or negatively—to
an activity or phenomenon.
Critical incidents can be
gathered in various
ways, but typically
respondents are asked
to tell a story about an
experience they have
had.
A set of procedures for
collecting direct
observations of human
behaviour in such a way as
to facilitate their potential
usefulness in solving
practical problems and
developing broad
psychological principles.
By an incident is meant any specifiable
human activity that is sufficiently
complete in itself to permit inferences
and predictions to be made about the
person performing the act.
To be critical the incident must occur in a
situation where the purpose or intent of the act
seems fairly clear to the observer and where its
consequences are sufficiently definite to leave
little doubt concerning its effects.
36. CIT has been used in studies of
information-seeking behavior. The CIT
also constructs a typical scenario of
user behaviors when they interact with
various technologies such as
information systems. So, the business
can extract these by the use of CIT:
Cause,
Description,
Outcome,
of a critical incident
User’s feelings,
Perceptions
of the situation
Actions taken
during the incident
Changes
in their future behavior.
48. 1: Honor and Manage Customers as Assets
A Simple Set of Customer
Behaviors Indicating
Growth or Loss of
Relationship
Volume and
Trend
Revenue and
Profitability
Churned
Customers
Lost Customers Referrals
Customers who are
using products or
services purchased.
Revenues and profits
by customer group or
segment.
Customers who did
not renew in a
subscription-based
model.
Customers who lapsed
or were lost after an
incident.
Referrals received by
customer segment.
Engage, encourage,
and acknowledge
customer referrals in a
genuine manner.
Customer Asset Metrics
51. What is a
Customer
Journey Map?
A visualization of customers’
objectives, needs,feelings,
and barriers throughout the
path-to-purchase of a
product, service, or brand.
57. 1
Initiate the
conversation.
We acknowledge your problem. Can
you please tell us what happened?
Listen to UNDERSTAND.
2
Probe for more
details.
React and clarify the specifics
if possible.
Display CARE & EMPATHY.
3
Earn the right to
help.
Ask if they would accept
accept help to resolve issues?
Prove COMMITMENT.
4
Close the
conversation.
Repeat how sorry you are and
thank.. Reiterate next steps.
End with HUMILITY.
Best Practice for
Better Listening
Don’t use this as a
sales call. This call is to
listen, learn, and
express empathy and
caring.
BUILD A CUSTOMER LISTENING PATH.
58. GUIDELINE
Build a blend of quantitative and qualitative
information to tell the story of customers'
lives. Collect feedback from multiple sources.
Don't rely on survey data alone. Unite aided
feedback, gathered when a customer is
invited or prompted to give feedback or
respond to a survey, with unaided feedback,
which customers volunteer daily. Assemble
survey results in concert with multiple sources
of customer insight to provide customer
understanding. Survey data should serve to
validate numerically what you are already
aware of through the real-time feedback
received. When aided and unaided feedback
point to the same issues/opportunities, we
see company debate halt on survey scores.
That is because multiple sources point to the
same thing. There is power in convergence.
59. GUIDELINE
Build one-company categorization of issues
for unaided feedback, so that they roll-up to
volumes that command attention. Many
companies capture this powerful information,
but it is in separate buckets throughout the
operation. The call center has one
categorization they use and report, marketing
has their version, and sales has their own.
Social media is reported separately. Each
comes as an independent report, and none of
it is pieced together. One-company
categorization of issues/reasons and capture
is key to rolling up information in volume.
Volume in unaided feedback is a strong tool
in storytelling because it will show real-time
trends.
60. GUIDELINE
Make it human. Practice experiential listening,
the same method that Adobe uses with their
Leadership Immersion or that Northern Trust
Bank uses with their “human voice of the
customer” audio and video. Don't present
from a spreadsheet. Take customers off the
spreadsheet by stepping people through
hearing calls, watching videos, having to log
in to a complex site, or seeing the spaghetti
bowl of action steps required to sign up for a
trial.
61. GUIDELINE
Present information from multiple sources by
stage of the experience, rather than by survey
question. This presentation is a
game-changer, as explanations of issues and
opportunities always begin by being
grounded in where they exist in the
customer's' experience with you.
62. Know before customers tell you,
where experience are unreliable.
Deliver consistent and desired
experiences.
● Rescue customers at risk
● Grow revenues
● Embed relationship
4. PROACTIVE
EXPERIENCE
RELIABILITY &
INNOVATION
66. MOVE FROM TALK TO ACTION
UNITE THE LEADERSHIP TEAM
How we will grow. How we will not grow capacity-culture-competency
GIVE PERMISSION, BEHAVIORS TO MODEL
Decisions that prove commitment enable people to deliver value.
PROVE IT WITH ACTIONS
One-company accountability congruence in hiring, motivation,
recognition.
67. ENABLE
CROSS-SILO
EXPERIENCE
UNDERSTANDING
AND ACTION
Information from multiple sources tells the true story of your customers’
lives. As you unite as a leadership team, there must be a commitment to
not be reactive survey results of anecdotal one-off information to drive
silo-based actions.
___________________
Build a customer listening path using multiple sources of
customer input. Emancipate your dependency on survey
results by combining volunteer (unaided) feedback,
behavioral experiences, operational performance, and
aided (survey) feedback to tell the story of your
customers' lives. Transition presentations from silo or
survey question dashboards to present collective
information from multiple sources—along the path of your
customer journey.
SILO SILO SILO
Dashboard
provides collective information