RightNow Investor Presentation highlights the company's strong financial performance in Q2 2011 with 26% revenue growth and improved operating margins and EPS. RightNow is a leader in cloud-based customer experience solutions, serving the world's largest organizations over 8 million times daily. Megatrends such as consumer empowerment, cloud computing adoption, increasing online interactions, and contact center replacement cycles are driving tremendous opportunity in the $5 billion and growing customer experience solutions market.
Getting Radical with Public Sector Digital TransformationCapgemini
Some government departments are working hard to achieve radical digital transformation focused on customer needs, but more is needed to truly achieve citizen-centric governance. A truly radical approach requires focusing on citizens' lifecycles and joining up government services, processing interactions end-to-end across departments. This provides improved services for citizens and more efficient government. However, challenges include overcoming organizational silos and skills shortages, as well as ensuring inclusion of non-digital citizens.
Powered by AI: Communications and Marketing in the Algorithm AgeMSL
MSL partnered with research firm Toluna to survey 1,846 marketing and communications leaders from Brazil, China, France, Germany, India, Italy, Poland, UK and US. We partnered with our colleagues at sister agency Publicis.Sapient who are experts in counselling companies and brands on the AI revolution.
The document discusses the formation of a new OMG Special Interest Group called "SmartData SIG". It provides [1] a primer on OMG, [2] a definition of SmartData and semantics, and [3] some key business drivers for the SIG such as improving data analysis, integration, and regulatory compliance. It then outlines [4] a proposed charter, [5] initial deliverables including use cases and framework development, and [6] a draft roadmap for the SIG.
20130618 presentation big data in financial services EnglishPascal Spelier
This document discusses the rise of big data in financial services. It notes that 90% of the world's data today was created in the past two years alone. It also discusses trends driving big data like mobility, social media, and cloud computing. The document outlines challenges around big data like siloed data and lack of skills to analyze large datasets. It provides examples of how big data is used in applications like customer segmentation, pricing and promotions, and risk assessment. Finally, it discusses opportunities and challenges around privacy and monetizing personal data.
Financial services 2.0 Innovation, Disruption, Automation and TrustBob Bonomo
The document discusses the evolution of financial services (Financial Services 2.0) driven by innovation, disruption, automation, and rebuilding trust through technologies like blockchain, distributed ledgers, peer-to-peer networks, big data, artificial intelligence, the Internet of Things, and smart contracts. It outlines how these technologies are driving changes in business models, forcing corporations to adapt, and creating implications across the economy, technology, and financial services industry. Specifically, it notes that business models will evolve through distributed ledgers, digital identity, smart contracts, and embracing the "Internet of Value." Corporations will need to adapt through more software/smart contracts, skilled staff, agility, and disrupting disruptors. Implications include transition
The Briefing Room with Mark Madsen and Hortonworks
Slides from the Live Webcast on Oct. 16, 2012
The power of Hadoop cannot be denied, as evidenced by the fact that all the biggest closed-source vendors in the world of data management have embraced this open-source project with virtually open arms. But Hadoop is not a data warehouse, nor ever will it likely be. Rather, it's ideal role for now is to augment traditional data warehousing and business intelligence. As an adjunct, Hadoop provides an amazing mechanism for storing and analyzing Big Data. The key is to manage expectations and move forward carefully.
Check out this episode of The Briefing Room to hear veteran Analyst Mark Madsen of Third Nature, who will explain how, where, when and why to leverage the open-source elephant in the enterprise. He'll be briefed by Jim Walker of Hortonworks who will tout his company's vision for the future of Big Data management. He'll provide details on their data platform and how it can be used to complete the picture of information management. He'll also discuss how the Hortonworks partner network can help companies get big value from Big Data.
Visit: http://www.insideanalysis.com
Magenta advisory: Data Driven Decision Making –Is Your Organization Ready Fo...BearingPoint Finland
It’s nice to have loads of data. Nevertheless, many managers start to sweat when it comes to genuinely fact-based decision making. This study reveals the keys to leveraging big data successfully.
BI at your fingertips - views also from Hariram Kalidas (GBM)Shwetank Jayaswal
Business intelligence solutions have become more integrated and easier for organizations to implement. They are no longer limited to just large tech companies, and more industries are using BI to improve decision making. As BI tools have advanced, trends like predictive analytics, big data, cloud-based services, and analytics focused on specific industries have emerged. Successful companies will be those that can organize themselves around analytics to drive differentiation from data.
Getting Radical with Public Sector Digital TransformationCapgemini
Some government departments are working hard to achieve radical digital transformation focused on customer needs, but more is needed to truly achieve citizen-centric governance. A truly radical approach requires focusing on citizens' lifecycles and joining up government services, processing interactions end-to-end across departments. This provides improved services for citizens and more efficient government. However, challenges include overcoming organizational silos and skills shortages, as well as ensuring inclusion of non-digital citizens.
Powered by AI: Communications and Marketing in the Algorithm AgeMSL
MSL partnered with research firm Toluna to survey 1,846 marketing and communications leaders from Brazil, China, France, Germany, India, Italy, Poland, UK and US. We partnered with our colleagues at sister agency Publicis.Sapient who are experts in counselling companies and brands on the AI revolution.
The document discusses the formation of a new OMG Special Interest Group called "SmartData SIG". It provides [1] a primer on OMG, [2] a definition of SmartData and semantics, and [3] some key business drivers for the SIG such as improving data analysis, integration, and regulatory compliance. It then outlines [4] a proposed charter, [5] initial deliverables including use cases and framework development, and [6] a draft roadmap for the SIG.
20130618 presentation big data in financial services EnglishPascal Spelier
This document discusses the rise of big data in financial services. It notes that 90% of the world's data today was created in the past two years alone. It also discusses trends driving big data like mobility, social media, and cloud computing. The document outlines challenges around big data like siloed data and lack of skills to analyze large datasets. It provides examples of how big data is used in applications like customer segmentation, pricing and promotions, and risk assessment. Finally, it discusses opportunities and challenges around privacy and monetizing personal data.
Financial services 2.0 Innovation, Disruption, Automation and TrustBob Bonomo
The document discusses the evolution of financial services (Financial Services 2.0) driven by innovation, disruption, automation, and rebuilding trust through technologies like blockchain, distributed ledgers, peer-to-peer networks, big data, artificial intelligence, the Internet of Things, and smart contracts. It outlines how these technologies are driving changes in business models, forcing corporations to adapt, and creating implications across the economy, technology, and financial services industry. Specifically, it notes that business models will evolve through distributed ledgers, digital identity, smart contracts, and embracing the "Internet of Value." Corporations will need to adapt through more software/smart contracts, skilled staff, agility, and disrupting disruptors. Implications include transition
The Briefing Room with Mark Madsen and Hortonworks
Slides from the Live Webcast on Oct. 16, 2012
The power of Hadoop cannot be denied, as evidenced by the fact that all the biggest closed-source vendors in the world of data management have embraced this open-source project with virtually open arms. But Hadoop is not a data warehouse, nor ever will it likely be. Rather, it's ideal role for now is to augment traditional data warehousing and business intelligence. As an adjunct, Hadoop provides an amazing mechanism for storing and analyzing Big Data. The key is to manage expectations and move forward carefully.
Check out this episode of The Briefing Room to hear veteran Analyst Mark Madsen of Third Nature, who will explain how, where, when and why to leverage the open-source elephant in the enterprise. He'll be briefed by Jim Walker of Hortonworks who will tout his company's vision for the future of Big Data management. He'll provide details on their data platform and how it can be used to complete the picture of information management. He'll also discuss how the Hortonworks partner network can help companies get big value from Big Data.
Visit: http://www.insideanalysis.com
Magenta advisory: Data Driven Decision Making –Is Your Organization Ready Fo...BearingPoint Finland
It’s nice to have loads of data. Nevertheless, many managers start to sweat when it comes to genuinely fact-based decision making. This study reveals the keys to leveraging big data successfully.
BI at your fingertips - views also from Hariram Kalidas (GBM)Shwetank Jayaswal
Business intelligence solutions have become more integrated and easier for organizations to implement. They are no longer limited to just large tech companies, and more industries are using BI to improve decision making. As BI tools have advanced, trends like predictive analytics, big data, cloud-based services, and analytics focused on specific industries have emerged. Successful companies will be those that can organize themselves around analytics to drive differentiation from data.
This document discusses how artificial intelligence is transforming the financial services industry. It begins by describing how AI technologies like chatbots, robotic process automation, and augmented intelligence are automating tasks and creating hybrid digital-human workforces. This reduces costs and processing times. The document also discusses how fintech partnerships are bringing new digitally-based processes and helping traditional financial institutions innovate. Finally, it explains that while AI provides opportunities, financial institutions must invest in integrating technologies and developing new operating models to fully realize the benefits of AI.
Powering Next Generation Data Architecture With Apache HadoopHortonworks
This document discusses how Apache Hadoop can be used to power next-generation data architectures. It provides examples of how Hadoop can be used by organizations like UC Irvine Medical Center to optimize patient outcomes while lowering costs by migrating legacy data to Hadoop and integrating it with new electronic medical records. It also describes how Hadoop can serve as an operational data refinery to modernize ETL processes and as a platform for big data exploration and visualization.
IP&A109 Next-Generation Analytics Architecture for the Year 2020Anjan Roy, PMP
The document discusses next generation information architecture. It describes how traditional architectures are no longer sufficient to handle big data and varied sources. A next generation architecture features a data lake that stores all data in its native format without schema. It also includes an analytics fabric and cloud fabric to enable flexible, scalable analysis and lower costs. This architecture supports self-service analytics, predictive modeling, and real-time insights across diverse data.
Presentation Dayton area marketing preofessionals on strategies for leveraging mobile apps as marketing tools. Provides update on new mobile technologies such as NFC. Explains native apps vs. mobile apps and how apps can be constructed and integrated with web sites and print media.
Company Profile – Sankalp Tech (MLM Software)Sankalp
Sankalp tech has been a renowned name in DIRECT SELLING software industry. It facilitates great help in your direct selling business by providing all the requisite features & modules in an affordable price. So, what are you waiting for?: Contact us immediately for direct selling software.
http://www.sankalptech.com/
The document discusses opportunities for IT organizations to optimize their datacenter services over the next five years. As businesses look to grow and innovate following the economic downturn, IT will need to balance efficiency gains with flexibility to enable new initiatives. Datacenters of the future will require automation and standardized infrastructure that can adapt to changing workload demands. Many IT organizations currently lack the in-house expertise to implement private clouds and achieve this level of optimization, and may require external assistance to successfully transform their datacenters.
A significant CAGR of 53.8% during the forecast period of 2018-2023, is anticipated for the global Robo-advisory market, propelling its value to roughly USD 74 Bn, by 2023 – in contrast to its 2015 value of USD 5.9 Bn. A shift in preference towards automation, cost reduction and simplified client experiences will bring this new wave of technology to the fore in the wealth management industry. The hybrid model - an integration of human and robo-advisors – is the most prominent trend being observed in the market.
The document discusses the Internet of Things (IoT) and its scope and benefits. It defines IoT as connecting devices to share information and improve efficiency using sensors and software. IoT is creating a network of everything around us and transforming industries like healthcare, telecom, education, retail, and banking through optimizing data collection and analysis. The possibilities of IoT are vast as it brings convenience through interconnecting devices and extracting meaningful insights from data.
This document discusses the importance and opportunities of digital transformation for organizations, especially in the banking and financial services sector. It defines what constitutes a truly digital organization as one that leverages digital technology strategically and uses a two-speed architecture to ensure stability while embracing agility and change. Managing the transformation journey requires dealing with cultural issues and having a long term view that integrates systems and data sources. Leadership buy-in and ongoing adaptation are also critical to the success and sustainability of digital initiatives.
The document discusses various topics related to mobile technology and banking. It provides statistics showing that the US lags behind other countries in mobile adoption but that 4G networks will help close the gap. Mobile video usage is growing significantly and location-based services are popular. Mobile banking adoption is increasing in the US, with over 40 million users expected by 2012, and incentives help drive adoption especially among younger customers. Banks can reduce costs through mobile banking by lowering transaction costs and replacing repetitive tasks done by employees.
The Digital Shift in Financial ServicesTrustmarque
The document discusses the need for digital transformation in the financial services industry. Rapid innovation, new competitors, and increasing regulation are transforming the landscape and forcing financial institutions to change. Digital transformation is essential for financial institutions to sustain a competitive advantage by delivering innovative customer experiences, empowering employees, optimizing operations, and transforming products. This will allow them to engage customers across channels, use data to their advantage, and adapt to the realities of regulation and legacy systems.
Infochimps Survey: What IT Teams Want CIOs to Know About Big Data - Learn the top items that IT team members would like their CIOs to understand concerning their Big Data projects.
The report - CIOs & Big Data: What Your IT Team Wants You to Know - is based on a survey of more than 300 IT department employees, 58% of whom are currently engaged in Big Data projects, and aims to identify pitfalls that implementation teams encounter, and could avoid, if top management had a more complete view.
The document discusses how banks are increasingly adopting cloud-native approaches to application development and deployment to improve business agility, customer experiences, and operational efficiency. It outlines three common uses cases driving cloud-native adoption: 1) transforming the business for greater agility and flexibility, 2) optimizing operational efficiency using public cloud infrastructure, and 3) adopting an API ecosystem. While cloud-native approaches provide benefits, banks face challenges integrating legacy infrastructure and cultural changes. The document recommends banks assess their application portfolio to determine what can be lifted to the cloud, rewritten for cloud, or retired.
Digital Transformation (Implications for the CXO)Anant Desai
Digital transformation refers to the organizational change that occurs through the use of digital technologies and business models to improve the organizational performance.
Cloud Computing: Helping Financial Institutions Leverage the Cloud to Improve...IBM Banking
IBM's cloud computing solutions improve capital utilization, reducing the excessive infrastructure costs associated with underutilized IT resources. They provide elastic scalability and accelerate time to value. They help increase agility and responsiveness to changing business conditions and foster innovation. IBM provides clear economic value and helps financial institutions work through the right mix of delivery models and choices (by workload) to reap the maximum benefit.
Keynote presentation from IBM Solutions Connect 2013 covering topics such as changing business world today and how technologies can help organisations cope with this change and move forward.
Digital transformation holds potential for businesses through new opportunities, efficiencies and improved customer experience. However, most enterprises still struggle with digital transformation. While there are successful examples like Burberry, digital transformation remains complicated for most global organizations. In India as well, while the potential is there, most enterprises are unprepared for disruptive technologies like mobile, social and analytics and lack a unified digital strategy. Customer experience is seen as the strongest driver of digital transformation efforts, though impacting business operations and models is more difficult. CIOs now must lead digital transformations, but many Indian CIOs still lack maturity and understanding of what is required despite acknowledging the significance of going digital. Establishing return on investment for digital technologies and deciding where to
For businesses that want to stay relevant in a Digitized Market, it's imperative to consider Digital Transformation. At Cygnet we deliver 100% Agile solutions in line with your business goals
Digital Transformation and Next Gen Technology Study 2023Tam Luong
The document is a summary of a study on digital transformation in the financial services industry. Some key findings include:
- Digital transformation is now mainstream, with over half of participants agreeing it is their most important strategic initiative. However, legacy systems still hold many back.
- Firms are increasing spending on technologies like AI, cloud computing, and blockchain, seeing tangible returns. Leaders are expanding AI use enterprise-wide and centralizing data.
- Challenges remain around balancing innovation with daily operations, budget and skills shortages. Replacing legacy systems is a top priority for non-Leaders.
- Emerging technologies like blockchain, quantum computing, and edge computing could further disrupt the industry, but investment is more cautious
This document discusses the role of data science in digital transformation. It defines digital transformation as applying digital technology to all aspects of society. Data science helps drive digital transformation by analyzing patterns in big data to build models and insights that can transform industries. As sensors and IoT devices proliferate, generating massive amounts of new data, data science is key to extracting value from this data through predictive analytics, customer insights, and other techniques. The document provides examples of how data science helps various industries and business functions like manufacturing, retail, healthcare, and customer experience through real-time insights, forecasting, and other analytics.
Digital Strategies: Covid-19 in ContextBabu George
Digital strategies aim to strategically use digital technologies to create or improve value for businesses. Key technologies driving the fourth industrial revolution include simulation, autonomous robots, 3D printing, smart clouds, the Internet of Things, big data analytics, augmented reality, and blockchain. Digital transformation is a process where organizations alter their structures and processes to take advantage of new opportunities from disruptive digital technologies. Successful digital strategies require changes not just in tools and processes but also in organizational culture and engagement with external stakeholders.
Managing Risk in a digital world: successfully enabling the quest for new rev...accenture
For the 4th consecutive year Accenture was a co-sponsor at the 21st Annual RiskMinds International conference in December 2014. Steve Culp, senior managing director, Accenture Finance& Risk Services, presented to more than 500 Chief Risk Officers in the plenary session on Managing Risk in a digital world: successfully enabling the quest for new revenue.
This document discusses how artificial intelligence is transforming the financial services industry. It begins by describing how AI technologies like chatbots, robotic process automation, and augmented intelligence are automating tasks and creating hybrid digital-human workforces. This reduces costs and processing times. The document also discusses how fintech partnerships are bringing new digitally-based processes and helping traditional financial institutions innovate. Finally, it explains that while AI provides opportunities, financial institutions must invest in integrating technologies and developing new operating models to fully realize the benefits of AI.
Powering Next Generation Data Architecture With Apache HadoopHortonworks
This document discusses how Apache Hadoop can be used to power next-generation data architectures. It provides examples of how Hadoop can be used by organizations like UC Irvine Medical Center to optimize patient outcomes while lowering costs by migrating legacy data to Hadoop and integrating it with new electronic medical records. It also describes how Hadoop can serve as an operational data refinery to modernize ETL processes and as a platform for big data exploration and visualization.
IP&A109 Next-Generation Analytics Architecture for the Year 2020Anjan Roy, PMP
The document discusses next generation information architecture. It describes how traditional architectures are no longer sufficient to handle big data and varied sources. A next generation architecture features a data lake that stores all data in its native format without schema. It also includes an analytics fabric and cloud fabric to enable flexible, scalable analysis and lower costs. This architecture supports self-service analytics, predictive modeling, and real-time insights across diverse data.
Presentation Dayton area marketing preofessionals on strategies for leveraging mobile apps as marketing tools. Provides update on new mobile technologies such as NFC. Explains native apps vs. mobile apps and how apps can be constructed and integrated with web sites and print media.
Company Profile – Sankalp Tech (MLM Software)Sankalp
Sankalp tech has been a renowned name in DIRECT SELLING software industry. It facilitates great help in your direct selling business by providing all the requisite features & modules in an affordable price. So, what are you waiting for?: Contact us immediately for direct selling software.
http://www.sankalptech.com/
The document discusses opportunities for IT organizations to optimize their datacenter services over the next five years. As businesses look to grow and innovate following the economic downturn, IT will need to balance efficiency gains with flexibility to enable new initiatives. Datacenters of the future will require automation and standardized infrastructure that can adapt to changing workload demands. Many IT organizations currently lack the in-house expertise to implement private clouds and achieve this level of optimization, and may require external assistance to successfully transform their datacenters.
A significant CAGR of 53.8% during the forecast period of 2018-2023, is anticipated for the global Robo-advisory market, propelling its value to roughly USD 74 Bn, by 2023 – in contrast to its 2015 value of USD 5.9 Bn. A shift in preference towards automation, cost reduction and simplified client experiences will bring this new wave of technology to the fore in the wealth management industry. The hybrid model - an integration of human and robo-advisors – is the most prominent trend being observed in the market.
The document discusses the Internet of Things (IoT) and its scope and benefits. It defines IoT as connecting devices to share information and improve efficiency using sensors and software. IoT is creating a network of everything around us and transforming industries like healthcare, telecom, education, retail, and banking through optimizing data collection and analysis. The possibilities of IoT are vast as it brings convenience through interconnecting devices and extracting meaningful insights from data.
This document discusses the importance and opportunities of digital transformation for organizations, especially in the banking and financial services sector. It defines what constitutes a truly digital organization as one that leverages digital technology strategically and uses a two-speed architecture to ensure stability while embracing agility and change. Managing the transformation journey requires dealing with cultural issues and having a long term view that integrates systems and data sources. Leadership buy-in and ongoing adaptation are also critical to the success and sustainability of digital initiatives.
The document discusses various topics related to mobile technology and banking. It provides statistics showing that the US lags behind other countries in mobile adoption but that 4G networks will help close the gap. Mobile video usage is growing significantly and location-based services are popular. Mobile banking adoption is increasing in the US, with over 40 million users expected by 2012, and incentives help drive adoption especially among younger customers. Banks can reduce costs through mobile banking by lowering transaction costs and replacing repetitive tasks done by employees.
The Digital Shift in Financial ServicesTrustmarque
The document discusses the need for digital transformation in the financial services industry. Rapid innovation, new competitors, and increasing regulation are transforming the landscape and forcing financial institutions to change. Digital transformation is essential for financial institutions to sustain a competitive advantage by delivering innovative customer experiences, empowering employees, optimizing operations, and transforming products. This will allow them to engage customers across channels, use data to their advantage, and adapt to the realities of regulation and legacy systems.
Infochimps Survey: What IT Teams Want CIOs to Know About Big Data - Learn the top items that IT team members would like their CIOs to understand concerning their Big Data projects.
The report - CIOs & Big Data: What Your IT Team Wants You to Know - is based on a survey of more than 300 IT department employees, 58% of whom are currently engaged in Big Data projects, and aims to identify pitfalls that implementation teams encounter, and could avoid, if top management had a more complete view.
The document discusses how banks are increasingly adopting cloud-native approaches to application development and deployment to improve business agility, customer experiences, and operational efficiency. It outlines three common uses cases driving cloud-native adoption: 1) transforming the business for greater agility and flexibility, 2) optimizing operational efficiency using public cloud infrastructure, and 3) adopting an API ecosystem. While cloud-native approaches provide benefits, banks face challenges integrating legacy infrastructure and cultural changes. The document recommends banks assess their application portfolio to determine what can be lifted to the cloud, rewritten for cloud, or retired.
Digital Transformation (Implications for the CXO)Anant Desai
Digital transformation refers to the organizational change that occurs through the use of digital technologies and business models to improve the organizational performance.
Cloud Computing: Helping Financial Institutions Leverage the Cloud to Improve...IBM Banking
IBM's cloud computing solutions improve capital utilization, reducing the excessive infrastructure costs associated with underutilized IT resources. They provide elastic scalability and accelerate time to value. They help increase agility and responsiveness to changing business conditions and foster innovation. IBM provides clear economic value and helps financial institutions work through the right mix of delivery models and choices (by workload) to reap the maximum benefit.
Keynote presentation from IBM Solutions Connect 2013 covering topics such as changing business world today and how technologies can help organisations cope with this change and move forward.
Digital transformation holds potential for businesses through new opportunities, efficiencies and improved customer experience. However, most enterprises still struggle with digital transformation. While there are successful examples like Burberry, digital transformation remains complicated for most global organizations. In India as well, while the potential is there, most enterprises are unprepared for disruptive technologies like mobile, social and analytics and lack a unified digital strategy. Customer experience is seen as the strongest driver of digital transformation efforts, though impacting business operations and models is more difficult. CIOs now must lead digital transformations, but many Indian CIOs still lack maturity and understanding of what is required despite acknowledging the significance of going digital. Establishing return on investment for digital technologies and deciding where to
For businesses that want to stay relevant in a Digitized Market, it's imperative to consider Digital Transformation. At Cygnet we deliver 100% Agile solutions in line with your business goals
Digital Transformation and Next Gen Technology Study 2023Tam Luong
The document is a summary of a study on digital transformation in the financial services industry. Some key findings include:
- Digital transformation is now mainstream, with over half of participants agreeing it is their most important strategic initiative. However, legacy systems still hold many back.
- Firms are increasing spending on technologies like AI, cloud computing, and blockchain, seeing tangible returns. Leaders are expanding AI use enterprise-wide and centralizing data.
- Challenges remain around balancing innovation with daily operations, budget and skills shortages. Replacing legacy systems is a top priority for non-Leaders.
- Emerging technologies like blockchain, quantum computing, and edge computing could further disrupt the industry, but investment is more cautious
This document discusses the role of data science in digital transformation. It defines digital transformation as applying digital technology to all aspects of society. Data science helps drive digital transformation by analyzing patterns in big data to build models and insights that can transform industries. As sensors and IoT devices proliferate, generating massive amounts of new data, data science is key to extracting value from this data through predictive analytics, customer insights, and other techniques. The document provides examples of how data science helps various industries and business functions like manufacturing, retail, healthcare, and customer experience through real-time insights, forecasting, and other analytics.
Digital Strategies: Covid-19 in ContextBabu George
Digital strategies aim to strategically use digital technologies to create or improve value for businesses. Key technologies driving the fourth industrial revolution include simulation, autonomous robots, 3D printing, smart clouds, the Internet of Things, big data analytics, augmented reality, and blockchain. Digital transformation is a process where organizations alter their structures and processes to take advantage of new opportunities from disruptive digital technologies. Successful digital strategies require changes not just in tools and processes but also in organizational culture and engagement with external stakeholders.
Managing Risk in a digital world: successfully enabling the quest for new rev...accenture
For the 4th consecutive year Accenture was a co-sponsor at the 21st Annual RiskMinds International conference in December 2014. Steve Culp, senior managing director, Accenture Finance& Risk Services, presented to more than 500 Chief Risk Officers in the plenary session on Managing Risk in a digital world: successfully enabling the quest for new revenue.
Social Models and Innovation EcosystemsPeter Coffee
Keynote presentation to MIT's conference, "Democratizing Innovation," 23 February 2013 -- by Peter Coffee, VP & Head of Platform Research, salesforce.com inc.
Leaders in the Cloud: Identifying Cloud Business Value for CustomersOpSource
Sand Hill Group is a consulting firm that provides investment advice, conferences, and research on enterprise software and cloud computing trends. They conducted a survey of 511 IT executives and 40 confidential interviews with cloud leaders from various industries. The research found that the top driver for cloud adoption is increased agility. While security concerns remain for some, others are seeing the cloud as safer than on-premise systems. The use of IaaS, PaaS and SaaS is growing for tasks like collaboration and development work. Barriers like risk aversion and skills gaps are slowing some organizations, but cloud investments are expected to increase significantly in coming years.
Patrick Couch - Intelligenta Maskiner & Smartare Tjänster IBM Sverige
Industriföretag, såväl tillverkare som användare av maskiner, fordon och utrustning, står inför ett paradigmskifte drivet av ökad global konkurrens, kunders förändrade efterfrågan samt det faktum att produkterna nu blir instrumenterade, ihopkopplade och mer intelligenta. Stora datamängder är inte ett buzzword för dessa företag, utan en reell verklighet som de behöver förhålla sig till för att säkra sin framtida verksamhet. I bästa fall omvandlar dessa företag denna teknologiska revolution (populärt kallad Internet of Things, Industrial Internet, M2M, Industri 4.0 etc.) till en motor för att utveckla verksamheten mot tillväxt och effektivare produktion. Detta skifte skapar framförallt stora möjligheter att förflytta sig mot leveranser av tjänster som kraftigt ökar mervärdet för kunderna, deras kunders kunder samt för producenten.
The document discusses the challenges facing communications service providers (CSPs) as their traditional business models are disrupted by digital technologies. It argues that CSPs must transform their core businesses, operating models, and technology stacks to unlock new sources of growth. Specifically, the document recommends that CSPs: 1) optimize costs in their core businesses to free up investment for growth; 2) look for new growth opportunities in business-to-consumer and business-to-business markets; and 3) adopt user-centric, data-driven approaches and move to software-defined networks to capitalize on emerging trends like 5G and the internet of things.
Facing unprecedented demand, Communications Service Providers stepped up. Along with transformational changes such as network cloudification, private networks and 5G, CSPs find themselves at a crucial turning point. Learn more.
How Cloud Accounting Software Enables Growthndhsshare1
How CFOs can meet overall business strategy, improve corporate performance, and enable growth. Using Cloud ERP to meet significant priorities in forecasting, period-end close, profitability analysis, and performance management dashboards.
Traversing the Digital Vortex, Lux Rao, Director & Leader, Digital Transforma...Rahul Neel Mani
This document discusses how digital disruption is transforming industries and the need for companies to build digital business agility. It notes that digital technologies like the Internet of Things, cloud, mobile and big data are enabling new digital business models and increasing competitive threats. The document advocates that companies simplify processes, automate operations, use data insights to optimize decisions and build a digital ready infrastructure in order to gain agility and counter digital disruption. It provides examples of how companies in various industries can create better customer experiences through digital transformation.
Cloud Connectivity and Amazon Direct ConnectExponential_e
This document summarizes a breakfast briefing on cloud connectivity and Amazon Direct Connect held on July 19th 2012. The agenda included introductions, a presentation on cloud computing and whether IT is right for businesses, a discussion of private cloud connectivity, an overview of Amazon Direct Connect, a cloud case study, and a Q&A session. Speakers included the Business Development Director at Exponential-e, a Partner from Moundsmere Management and Technology, the CTO of Exponential-e, and the Head of Cloud Operations at Exponential-e. The document provides background on one of the speakers and outlines some of the topics to be covered, such as whether IT adds value for businesses, how cloud computing differs from previous outs
Vertical software companies are increasingly moving to cloud platforms, allowing them to deliver software that is more usable, cheaper, easier to maintain, and accessible from any device. This document outlines several "plays" or strategies that industry cloud companies can employ to drive growth, such as replacing outdated incumbent software, helping customers find new ways to grow their revenue, attacking the small and medium business market, tapping into large data sources, and building platforms to lock in customers. It also discusses characteristics these companies look for in potential investments, such as total addressable markets over $500 million in annual recurring revenue.
Servicios financieros BT: un mercado que crece en Colombia y LatinoaméricaBT Let´s Talk Latam
En un mercado global, es necesario estar preparado para enfrentar constantemente las amenazas locales y para reaccionar inmediatamente ante las necesidades
This document discusses how hybrid cloud transformation relates to data centers and outlines various considerations or "P's" for organizations to keep in mind. It covers pitfalls to watch out for when moving to hybrid cloud, the importance of place or location of data centers, using the right cloud products and services, pricing models like IaaS, PaaS and SaaS, planning the transition from current to future state, ensuring performance of applications, optimizing processes, and preparing people by developing new skills to manage hybrid cloud environments.
This document discusses the rapidly changing landscape of technology in the financial services industry from 2020 and beyond. It identifies 10 key technology trends that will impact financial institutions, including the rise of fintech driving new business models, adoption of blockchain, increased use of customer data analytics, growth of cloud computing and cybersecurity risks. The document urges financial institution executives to develop clear technology strategies to navigate these changes and compete successfully in the future.
- The document provides information on the Tulip Trend Fund A EUR, including its monthly net returns from 2002-2016, key figures such as annual returns and maximum drawdown, and fund facts.
- The fund uses a quantitative trend following strategy across global futures and forwards markets to participate systematically in trending markets.
- Over its lifetime, the fund has generated an annualized return of 1.558999% and maximum drawdown of -11.01%, with relatively low correlation to major stock and hedge fund indices.
The fund returned -10.8% in February, underperforming its benchmark. The short equity book and long equity book both made negative contributions after currency hedging. Within the short book, negative contributions came from Anglo American, Las Vegas Sands, and Royal Dutch Shell. Within the long book, negative contributions came from Nokia, Sky, and Bank of America. Elsewhere, active currencies returned -0.4% while government bonds and commodities returned +0.1% and +1.4% respectively. The manager remains convinced markets will continue to struggle without credit expansion and believes central banks have limited options to address slowing growth and falling productivity.
The portfolio manager discusses the Third Avenue Focused Credit Fund. They reiterate their commitment to maximizing value in the portfolio and returning capital to shareholders in a timely manner. Eight of the top ten holdings have restructured in the past two years, reducing debt levels. The manager believes the portfolio contains significant embedded value that will be realized as market conditions normalize and corporate events occur. They intend to provide transparency to shareholders through monthly fact sheets and quarterly commentary on the fund's website. The manager also discusses recent volatility in the high yield and distressed debt markets, noting that credit spreads spiked in 2015 but it is unclear if this will lead to recession or opportunity.
The document discusses the performance of the Odey European Inc fund in December 2015. It summarizes the positive and negative contributions from various long and short equity positions. It then analyzes economic and market conditions, including concerns about bubbles in China, falling oil prices, and central banks' responses to risky lending behaviors through interest rate policies. The document warns that markets may be fragile given high valuations and falling corporate profits, and that a significant market correction is possible in the coming year.
The document discusses the performance of the Odey European Inc fund in December 2015. It summarizes the positive and negative contributions from various long and short equity positions. It then analyzes economic and market conditions, including concerns about bubbles in China, falling oil prices, and central banks' responses to risky lending behaviors through interest rate policies. The document warns that markets may be fragile given high valuations and falling corporate profits, and that a significant market correction is possible in the coming year.
The fund returned +6.6% in August compared to -8.3% for the MSCI Europe index. Positive performance came from holdings in consumer discretionary (+4.2%), energy (+1.4%), and materials (+0.9%). Las Vegas Sands (+1.3%) and Sands China (+0.9%) were top performers, while Sky (-0.8%) and LM Ericsson Telefon (-0.4%) underperformed. The manager believes developed markets face earnings risk with high valuations and sees further global economic adjustments ahead, rather than the crisis being over, as China addresses debt, competitiveness and slowing growth issues in a deflationary environment.
El documento resume la evolución del fondo Gestión del Ciclo FI en mayo de 2015. Retrocedió un -0,22% en mayo debido a las caídas generalizadas en casi todos los activos. Sin embargo, su rentabilidad acumulada en 2015 sigue siendo del +5,65%, por encima de la media de su categoría. La liquidez, posiciones inversas en deuda alemana y estadounidense, y el oro ayudaron a limitar las pérdidas en mayo.
The fund lost money significantly in April (-19.3%) due to losses from its long USD position (-11.6%), short equity book (-7%), and Australian government bond positions (-0.9%). Positive individual stock positions such as Las Vegas Sands Corp. and Kellogg Company were outweighed by losses from stocks like Seadrill Ltd. and BG Group Plc. The document discusses challenges faced by the fund, changes made to reduce risk, and the manager's views on current market conditions and outlook.
30638 tl bill gross investment outlook may 2015-exp 5.30.16_3Frank Ragol
Bill Gross provides a lengthy outlook on the current state of investment markets and the economy. He argues that after 35 years, the great bull market that began in 1981 is showing signs of ending, with asset prices reaching unsustainable levels. While declines may not be imminent, future returns will likely be low. Investors should recognize the current "sense of an ending" and shift to more defensive strategies focusing on income rather than capital gains to better weather the changing environment.
Resultados consolidados banca en españa a 30 septiembreFrank Ragol
El documento presenta los estados financieros consolidados de los principales grupos bancarios españoles a septiembre de 2014. Entre los grupos analizados se encuentran Santander, BBVA, Sabadell, Popular, Bankinter y otros bancos españoles. Los estados muestran el activo, pasivo y patrimonio de cada grupo, incluyendo partidas como caja, depósitos bancarios, cartera de inversión, créditos y préstamos otorgados, depósitos de clientes, y capital social.
This document provides a summary of major systemic risks in the global economy as seen by the author. It discusses how systemic risk was transferred from the private sector to governments and how investors are engaging in "cognitive dissonance" by acknowledging past excesses but preventing rational deleveraging. The author outlines several fault lines including aggressive monetary policies, the risks of zero interest rate policies, the limits of deficit spending, and debt levels around the world. While opportunities still exist, the author advises exercising caution given expected volatility in 2011.
- Greif, Inc. (GEF) has engaged in a large acquisition spree over the past decade, spending over $1.2 billion to acquire 40 companies. However, GEF has provided limited disclosure to investors about these acquisitions.
- GEF appears to have obfuscated and revised the financial performance and costs of its acquisitions. In one example, it increased the reported purchase price of 2010 acquisitions by $98 million through a misleading presentation.
- With high acquisition debt on its balance sheet, GEF may be vulnerable in a weaker economic environment. It derives around 55% of sales from foreign markets, exposing it to currency risks from a stronger US dollar.
Third point-q4-2014-investor-letter-tpoiFrank Ragol
This letter summarizes Third Point LLC's investment results and outlook for 2015. In 2014, Third Point achieved mid-single digit returns due to poor performance during market volatility and prematurely exiting some positions. Already in 2015, markets have been highly volatile. Third Point is focusing on companies with strong cash flows and consistent growth, and looking to take advantage of market dislocations. The letter discusses two of Third Point's largest equity positions - Amgen and Fanuc.
The document summarizes the performance of the Odey European fund for December 2014. The fund returned +11.7% for the month compared to the MSCI Europe return of -1.4%. Active currency positions contributed significantly to returns, particularly positions in AUD/USD and USD/ZAR. Short equity positions also contributed positively, while long equity positions made a smaller but still significant contribution. The manager believes a slowdown in the Chinese economy and falling commodity prices will negatively impact commodity-producing economies and their trading partners, leading to a global recession. Central banks have limited ability to counter this downturn through monetary policy. The manager remains short-biased on equities and bearish on commodity-related sectors and EM
- The SKAGEN Global fund underperformed its benchmark index in November, rising 1.1% compared to the index's 2.4% gain. Weak Russian and oil-related stocks contributed to the underperformance.
- Year-to-date the fund has gained 7.2%, lagging the benchmark index by 10.4%.
- Samsung Electronics was the top positive contributor in November while Weatherford was the largest detractor.
- The fund managers continued reducing smaller positions and increasing the concentration of larger holdings in the top 10.
- The document discusses lessons that can be learned from recent fluctuations in oil prices, specifically how few predicted the large decline in prices.
- It notes that consensus forecasts often only make small incremental changes rather than considering order-of-magnitude shifts, and few foresaw how low oil could fall.
- The author outlines various direct and indirect consequences of lower oil prices across many industries and economies to illustrate how difficult it is to anticipate all potential impacts and ramifications.
The fund returned 2.4% in October, outperforming the MSCI World Index which returned 2%. Long positions positively contributed, notably in Plus500, Regus, and Ethan Allen. Short positions in 10-year Treasury futures and Australian banks detracted from performance. Overall, the fund has outperformed its benchmark since inception with a net annualized return of 21.3% compared to 12.6% for the index.
The fund returned 2.4% in October, outperforming the MSCI World Index which returned 2%. Long positions positively contributed, notably in Plus500, Regus, and Ethan Allen. Short positions in 10-year Treasury futures and Australian banks detracted from performance. Overall, the fund has outperformed its benchmark since inception with a net annualized return of 21.3% compared to 12.6% for the index.
This document is a quarterly letter from GMO discussing potential investment environments and their implications. It presents two potential scenarios - "Purgatory" where interest rates rise gradually from very low levels, and "Hell" where rates remain near zero forever.
Under the "Hell" scenario of permanently low rates, traditional stock and bond allocations would still be reasonable investments. However, expected returns would be lower across all assets. Under the "Purgatory" scenario, current valuations would need to fall as rates rise, so returns over the next 7 years would be worse than in "Hell" though better over the long-run. The appropriate portfolio depends on the scenario, with lower allocations to stocks and bonds in
Este documento presenta datos estadísticos sobre el tráfico de pasajeros, operaciones y carga en los aeropuertos españoles en 2013. Los aeropuertos con mayor tráfico de pasajeros fueron Adolfo Suárez Madrid-Barajas, Barcelona-El Prat y Palma de Mallorca. En general, la mayoría de los aeropuertos tuvieron una ligera disminución en el tráfico de pasajeros en 2013 en comparación con 2012. El tráfico total de pasajeros en todos los aeropuertos españoles fue de
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Starting a business is like embarking on an unpredictable adventure. It’s a journey filled with highs and lows, victories and defeats. But what if I told you that those setbacks and failures could be the very stepping stones that lead you to fortune? Let’s explore how resilience, adaptability, and strategic thinking can transform adversity into opportunity.
Brian Fitzsimmons on the Business Strategy and Content Flywheel of Barstool S...Neil Horowitz
On episode 272 of the Digital and Social Media Sports Podcast, Neil chatted with Brian Fitzsimmons, Director of Licensing and Business Development for Barstool Sports.
What follows is a collection of snippets from the podcast. To hear the full interview and more, check out the podcast on all podcast platforms and at www.dsmsports.net
IMPACT Silver is a pure silver zinc producer with over $260 million in revenue since 2008 and a large 100% owned 210km Mexico land package - 2024 catalysts includes new 14% grade zinc Plomosas mine and 20,000m of fully funded exploration drilling.
Taurus Zodiac Sign: Unveiling the Traits, Dates, and Horoscope Insights of th...my Pandit
Dive into the steadfast world of the Taurus Zodiac Sign. Discover the grounded, stable, and logical nature of Taurus individuals, and explore their key personality traits, important dates, and horoscope insights. Learn how the determination and patience of the Taurus sign make them the rock-steady achievers and anchors of the zodiac.
How are Lilac French Bulldogs Beauty Charming the World and Capturing Hearts....Lacey Max
“After being the most listed dog breed in the United States for 31
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[To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
This PowerPoint compilation offers a comprehensive overview of 20 leading innovation management frameworks and methodologies, selected for their broad applicability across various industries and organizational contexts. These frameworks are valuable resources for a wide range of users, including business professionals, educators, and consultants.
Each framework is presented with visually engaging diagrams and templates, ensuring the content is both informative and appealing. While this compilation is thorough, please note that the slides are intended as supplementary resources and may not be sufficient for standalone instructional purposes.
This compilation is ideal for anyone looking to enhance their understanding of innovation management and drive meaningful change within their organization. Whether you aim to improve product development processes, enhance customer experiences, or drive digital transformation, these frameworks offer valuable insights and tools to help you achieve your goals.
INCLUDED FRAMEWORKS/MODELS:
1. Stanford’s Design Thinking
2. IDEO’s Human-Centered Design
3. Strategyzer’s Business Model Innovation
4. Lean Startup Methodology
5. Agile Innovation Framework
6. Doblin’s Ten Types of Innovation
7. McKinsey’s Three Horizons of Growth
8. Customer Journey Map
9. Christensen’s Disruptive Innovation Theory
10. Blue Ocean Strategy
11. Strategyn’s Jobs-To-Be-Done (JTBD) Framework with Job Map
12. Design Sprint Framework
13. The Double Diamond
14. Lean Six Sigma DMAIC
15. TRIZ Problem-Solving Framework
16. Edward de Bono’s Six Thinking Hats
17. Stage-Gate Model
18. Toyota’s Six Steps of Kaizen
19. Microsoft’s Digital Transformation Framework
20. Design for Six Sigma (DFSS)
To download this presentation, visit:
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How MJ Global Leads the Packaging Industry.pdfMJ Global
MJ Global's success in staying ahead of the curve in the packaging industry is a testament to its dedication to innovation, sustainability, and customer-centricity. By embracing technological advancements, leading in eco-friendly solutions, collaborating with industry leaders, and adapting to evolving consumer preferences, MJ Global continues to set new standards in the packaging sector.
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Understanding User Needs and Satisfying ThemAggregage
https://www.productmanagementtoday.com/frs/26903918/understanding-user-needs-and-satisfying-them
We know we want to create products which our customers find to be valuable. Whether we label it as customer-centric or product-led depends on how long we've been doing product management. There are three challenges we face when doing this. The obvious challenge is figuring out what our users need; the non-obvious challenges are in creating a shared understanding of those needs and in sensing if what we're doing is meeting those needs.
In this webinar, we won't focus on the research methods for discovering user-needs. We will focus on synthesis of the needs we discover, communication and alignment tools, and how we operationalize addressing those needs.
Industry expert Scott Sehlhorst will:
• Introduce a taxonomy for user goals with real world examples
• Present the Onion Diagram, a tool for contextualizing task-level goals
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• Highlight the crucial benchmarks, observable changes, in ensuring fulfillment of customer needs
Anny Serafina Love - Letter of Recommendation by Kellen Harkins, MS.AnnySerafinaLove
This letter, written by Kellen Harkins, Course Director at Full Sail University, commends Anny Love's exemplary performance in the Video Sharing Platforms class. It highlights her dedication, willingness to challenge herself, and exceptional skills in production, editing, and marketing across various video platforms like YouTube, TikTok, and Instagram.
2. Disclaimer!
Statements included in this presentation, other than statements or characterizations of historical fact, are forward-looking statements. These
forward-looking statements are based on our current expectations, estimates, and projections about our industry, managementʼs beliefs, and certain
assumptions made by us, all of which are subject to change. Forward-looking statements can often be identified by the words such as “anticipates,”
“expects,” “intends,” “plans,” “predicts,” “believes,” “seeks,” “estimates,” “may,” “will,” “should,” “would,” “could,” “potential,” “continue,” “ongoing,”
similar expressions, and variation or negatives of these words and include, but are not limited to, statements regarding projected results of
operations and future strategic plans. These forward-looking statements are not guarantees of future results and are subject to risks, uncertainties,
and assumptions that could cause our actual results to differ materially and adversely from those expressed in any forward-looking statement.!
The risks and uncertainties referred to above include, but are not limited to, our business model; our ability to develop or acquire and gain market
acceptance for new products and enhancements to existing products in a cost-effective and timely manner; general economic conditions;
fluctuations in foreign currency exchange; the gain or loss of key customers; competitive pressures and other similar factors such as the availability
and pricing of competing products and technologies and the resulting effects on sales and pricing of our products; our ability to expand or contract
operations, manage expenses and grow profitability; the rate at which our present and future customers adopt our existing and future products and
services; fluctuations in our operating results including our revenue mix and our rate of growth; fluctuations in backlog; the risk that our investments
in partner relationships and additional employees will not achieve expected results; interruptions or delays in our hosting operations; breaches of
our security measures; our ability to protect our intellectual property from infringement, and to avoid infringing on the intellectual property rights of
third parties; any unanticipated ambiguities in fair value accounting standards; the amount and timing of any stock repurchases under our stock
repurchase program; fluctuations in our operating results from the impact of stock-based compensation expense; our ability to manage and expand
our partner relationships; our ability to hire, retain and motivate our employees and manage our growth; the risks associated with prior and future
acquisitions; and risks associated with our offering of convertible senior notes including the potential impact on earnings per share calculations; and
various other factors. Further information on potential factors that could affect our financial results is included in our Annual Report on Form 10-K,
quarterly reports on Form 10-Q, and in other filings with the Securities and Exchange Commission. The forward-looking statements in this release
speak only as of the date they are made. We undertake no obligation to revise or update publicly any forward-looking statement for any reason. !
The forward-looking statements in this presentation are made as of July 27, 2011. We undertake no obligation to revise or update publicly any
forward-looking statement for any reason.!
!
2
3. “
RightNow helps the world's largest organizations deliver
exceptional customer experiences across the web, social
networks, and contact centers over 8 million times a day. Our
cloud-based solutions reduce customer interaction costs and
drive revenue while improving the customer experience.
” 3
4. RightNow Financial Highlights!
Q2 2011 vs. Q2 2010!
• Total revenue: $54.8M up 26%!
• Recurring revenue: $45.4M up 31%!
• Non-GAAP operating margin: 11% up 200 basis points!
• Non-GAAP EPS: $0.15!
• Current software backlog: $152M up 43%!
Please see our most recent earnings release posted to our Investor Relations website for a reconciliation of GAAP to non-GAAP measures.
4
5. RightNow At A Glance!
Customer Experience Experts! Solid Financial Performance!
• Mission: Rid the World of Bad Experiences! • 13 years of continuous revenue growth!
• 13 years of deep cloud delivery and CX • Subscription-based recurring revenue!
expertise! • Profitable!
• Solutions deliver superior customer • Strong balance sheet!
experiences across channels!
• Focus on tangible business results!
Global Operations! Cloud Leadership!
• 18 worldwide offices! • Fully multi-tenant cloud infrastructure!
• 1,000+ employees! • Five global data centers!
• 33 languages supported! - US(2), US Government, Canada, UK!
• PCI, DIACAP, FERPA, FISMA, GLBA,
HIPAA, NIST compliant and certified!
5
6. RightNow Opportunity !!
• Megatrends providing strong tailwind!
• $5 billion addressable today!
• $15 billion in 3-5 years!
• RightNow is the clear market leader in delivering
customer experience solutions to help our clients and
target prospects deal with the CX imperative!
• Investing in profitable growth!
!
6
7. CX Solutions est. $15+ Billion Market !
CX Market Size!
Gartner predicts 20% of all IT
assets will migrate to the cloud by
2012. Further, Gartner says the
cloud computing market will
compound at an annual rate of
28% from $47 billion in 2008 to
$126 billion by 2012 and hit $150
billion in 2013.!
!
“ Cloud computing is faster,
more reliable, and less
expensive than on premise.
”
7
8. Megatrends Create Tremendous Opportunity!
Megatrends!
1. Consumer Empowerment!
2. Cloud Computing! Customer Mandate
3. Proliferation of Online Interactions! for CX Solutions"
4. Contact Center Replacement!
8
10. 2. Cloud Computing Going Mainstream!
“
The economic gains, the
environmental benefits
and the ability to provision
services on demand are
key factors in the government’s
shift to cloud computing.
”
- Vivek Kundra, White House CIO
Cloud Services Market (IDC)
10
11. 3. Proliferation of Online Interactions!
Time Spent Online Social Mobile Driving Acceleration of
Networking vs. Email Internet Use
Source: comScore global! 11
12. 4. Contact Center Replacement Cycle!
• Shift to cloud from on-premise in contact center just
beginning!
• SaaS CC penetration = 18% (Source: IDC)!
• New multi-channel contact center leaders emerging!
• Older, outdated technology getting replaced !
”
I get calls almost daily
from Siebel customers
asking me what their
alternatives are.
”
12
13. Gartner Magic Quadrants!
Gartner Inc. Magic Quadrant for CRM Web Gartner Inc. Magic Quadrant for CRM Customer
Customer Service Johan Jacobs, September 19, Service Contact Centers Michael Maoz, April 15,
2011 *3 2011 *3
*The Magic Quadrant is copyrighted 2010 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of
marketplace at and for a specific time period. It depicts Gartner s analysis of how certain vendors measure against criteria for that marketplace, as
defined by Gartner. Gartner does not endorse and vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to
select only those vendors placed in the Leaders quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific
guide to action. Gartner disclaims all warranties, express or implied, with respect to this research including any warranties of merchantability or
fitness for a particular purpose.
13
14. RightNow CX!
Web " Social " Contact Center
Experience™
Experience™
Experience™
Intent Guide! CX for Facebook! Voice Experience Manager!
Web / Mobile Self-Service! Support Community! Dynamic Agent Desktop!
Email Management! Innovation Community!
Chat / Co - Browse! Cloud Monitor!
Engage™
Customer Feedback, Service, Sales, Marketing, Analytics!
CX Cloud Platform™
App Builder, Knowledge Foundation, Natural Language Search, Mission-Critical Operations!
14
15. Global Customer Leadership!
Industry!
High Tech!
Retail and
Consumer
Goods!
Telecom!
Travel
and Hospitality!
Financial and
Insurance!
Government
and Education!
15
16. Tangible Business Impact!
• Reduced inbound email by 25%!
• 833% ROI based on inbound reductions!
• Increased FCR rates by 20%!
• More than 50% reduction in emails!
• Customer self-service rate at 94% !
• 100% first-time resolution to customer inquiries and issues !
• Lowered the costs associated with managing its 200-person call
center by over 30% !
• Reduced inbound calls to agents by 25%!
• Increased the email deflection rate by 31%!
• 40% reduction in email!
• 94% self-service rate!
• 11% increase in CSAT on voice channel!
• Customer satisfaction scores up 25%!
• 1,000% increase in Chat traffic (customer who chats is four times as likely to purchase)!
• $100,000 in sales through social channels in first year !
• $50,000/year saved in labor costs related to managing customer feedback!
16
17. RightNow Customers Set the Standard!
2011 Gartner and 1to1 Media CRM Excellence 2008 Gartner and 1to1 Customer
Awards: Silver, Social Engagement! Awards: Gold, Full-Suite CRM
Optimization !
2008 Gartner and 1to1 Customer
2011 Gartner and 1to1 Media CRM Excellence Awards: Silver, Full-Suite CRM
Awards: Silver, Customer Experience! Optimization!
2008 Gartner and 1to1 Customer
2011 Gartner and 1to1 Media CRM Excellence Awards: Gold, Customer Service
Awards: Customer Experience!
Optimization !
2008 Gartner and 1to1 Customer
2011 Gartner and 1to1 Media CRM Excellence Awards: Silver, Customer Service
Awards: Enterprise Efficiency! Optimization !
Colorado Department of Revenue
2011 CRM Magazine Service Elite Award! Nucleus ROI Award 2008!
2010 Gartner and 1to1 Media CRM Excellence 2007 Finalist Gartner CRM Excellence
Awards: Gold, Innovation Award! Award EMEA!
2010 Gartner and 1to1 Media CRM Excellence 2007 Finalist Gartner CRM Excellence
Awards: Silver, Enterprise-Wide Initiative! Award !
2009 Gartner CRM Excellence Award EMEA! #1 in Online Customer Respect Study!
17
22. Key Metrics !
Please see our most recent earnings release posted to our Investor Relations website for a reconciliation of GAAP to non-GAAP measures.
*Includes invoiced and uninvoiced deferred revenue.
**During November 2010, we raised net proceeds of $170m for a convertible note offering. During January 2011, we purchased Q-qo.
22
23. Progress Toward Target Model!
Please see our most recent earnings release posted to our Investor Relations website for a reconciliation of GAAP to non-GAAP measures.
23
25. Case Study: Jackson Hewitt !
Goals
• Provide superior call center support to Jackson Hewittʼs 40,000 tax preparers and
franchise owners and millions of clients!
• Break down the silos of information to improve call center agent productivity!
• Increase focus on Tier 2-level support by improving self-help options in “Ask Jackson”
for simpler questions!
• Leverage information learned throughout the entire organization for corporate
decision making, training, and troubleshooting purposes!
• Modernize IT infrastructure to make it more scalable and flexible!
• Find a solution that could be configured for the tax preparation industry!
Results
• Lowered the costs associated with managing its 200-person call center by over 30%!
• Reduced inbound calls to agents by 25%!
• Broke down the silos of information that prevented the company from providing best-
in-class customer support !
• Increased the email deflection rate by 31% !
25
26. Case Study: iRobot!
Goals
• Grow revenue from installed base !
• Maximize adoption of their new technology by providing a great customer experience!
• Optimize use of online communication channels!
• Control costs!
Results
• Outstanding multi-channel service supports annual business growth!
• 97% web self-service rate!
• 30% reduction in phone calls, with headcount reduced accordingly !
• Integration of service, order entry, and other processes saves time and reduces errors!
• Using Cloud Monitor to track and respond to product commentary!
Awards
• 2009 1to1 Media Customer Champion Award!
• 2009 Gartner and 1to1 Media CRM Excellence Award!
• 2008 CRM Magazine Service Elite Award!
26
27. Case Study: Orbitz!
Goals
• Provide consistent answers via web, email, phone!
• Reduce redundant questions to the call center (email as well)!
• Reduce agent errors!
• Improve first call resolution and reduce escalations!
• Improve customer satisfaction!
Solutions
• RightNow Service, RightNow Analytics!
Results
• Are responsive to worldwide events and natural disasters in real time!
• Reduced inbound emails by 25%!
• 833% ROI based on inbound reductions!
• Cut agent errors by 90%!
• Increased FCR rates by 20%!
• Improved overall customer satisfaction ratings!
27
28. Case Study: ABN AMRO!
Goals
• Improve web service and generate significantly more sales leads by optimizing the
customer-facing website!
Solution
• RightNow Intent Guide provides website visitors fast, highly relevant answers to their
questions and matches product offerings to their needs!
Results
• A better customer experience is ensured as customer questions and needs are now
much more clear!
• Online sales leads increased by 50%!
• Customer-focused solutions yield cost-effective advantages
!
This customer story was approved for public release in 2010, at which time ABN AMRO
was a client under contract with Q-go. On January 18, 2010 RightNow acquired Q-go, and
this case study has been updated to reflect the acquisition. The Q-go product offering is
now RightNow Intent Guide.!
28
29. Case Study: British Airways!
Goals!
• Extend ROI and reduce operational costs via deeper product utilization !
• Improve consistency of customer service to Executive Club members across all
contact channels !
• Continue enhancing the customer experience !
Solution
• RightNow Service!
Results
• 60% reduction in inbound emails!
• Increased customer satisfaction!
• 4+ years of top industry recognition!
• Volume reduction has enabled the agents to focus on critical, more complex issues
and reduce the response time for these requests!
29
30. Case Study: KLM!
Goals
• Answer a large number of questions quickly and accurately via the KLM website in
order to significantly reduce the call center workload, save costs, and increase online
revenues!
Solution
• Intent Guide allows customers to submit questions in natural language for the fastest,
most relevant answers in just two clicks!
Results
• Fast and relevant answers to customer questions!
• 18% reduction in call center volumes in the first three months!
• Clear and consistent insight into what customers are searching for!
30
31. Case Study: Air New Zealand!
Goals
• Improve access to complex information on Air New Zealand's website !
• Reduce high demand on Air Points and Reservations call centers by encouraging
customers to service themselves online!
Solution
• RightNow Service!
Results
• Email inquiries across call centers have reduced on average by 55% since
RightNow's implementation !
• Calls relating to frequent-flyer program reduced by 56% since the RightNow
deployment !
• Improved performance management of customer service staff!
31
32. Case Study: J&P Cycles!
Goals
• Provide customers with consistent answers to questions through the channel of their choice!
• Leverage social channel to improve customer interactions and increase sales!
• Report customer feedback to company executives and use the information to improve
company performance!
Results
• 1,000% increase in chat traffic (customers who chat are four times as likely to purchase)!
• Customer satisfaction scores up 25%!
• $100,000 in sales through social channels in first year !
• $50,000/year saved in labor costs related to managing customer support!
• 98% of customers say they would recommend J&P to a friend/family member!
Awards
• 2011 Gartner Award, Silver, in Social Engagement category for their use of RightNow CX!
• 2011 Gartner, 1to1 Media CRM Excellence Award Winner Runner Up!
• Silver Award in Social Engagement for Customer-Centric Approach of Social Media!
• 2010 RightNow Social Super Star Award winner!
!
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33. Case Study: RealNetworks!
Goals
• Increase agent efficiency !
• Customize incident tracking for each vertical business !
• Consolidate vendors!
Solutions
• RightNow Service, RightNow Feedback, RightNow Chat!
Results
• 40% of RealNetworksʼ customers resolve their issues online
without escalating to an agent!
• Reduced agent call handle times !
• Customer satisfaction has increased 10 absolute points !
• Email response times dropped to <12 hours !
• Agents facilitate more than 250,000 chat sessions per year !
• Less than 1% of online chat sessions are escalated !
!
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34. Case Study: Comet!
Goals
• Provide effective support to customers wanting to purchase or make inquiries via the
Comet website !
• Reduce the volume of emails received by Cometʼs Customer Care team !
• Track every customer inquiry to enable Comet to address them in a timely and
detailed fashion !
• Support Cometʼs goal to be “Britainʼs most trusted electrical specialist” !
Solution
• RightNow Service!
Results
• More than 50% reduction in emails to Cometʼs Customer Care team !
• Customer self-service rate at 94% !
• 100% first-time resolution to customer inquiries and issues !
• Seasonal spikes in customer interactions successfully managed without additional
staff recruitment!
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35. Case Study: Nikon!
Goals
• Deliver worldwide superior customer experience across marketing, sales, and
customer service touchpoints !
• Continuously capture high-value market insight !
• Keep costs under control !
Solutions
• RightNow CRM Suite, RightNow Service, RightNow Feedback, RightNow Marketing,
RightNow Sales!
Results
• Responsive interactions drive customer satisfaction scores above 95% !
• 50% reduction in call response times and 70% reduction in email response times !
• Improved visibility into customer concerns enhances marketing and product
development !
• RightNow embraced globally with twelve languages and multi-continent deployments !
• Earned Baseline and Nucleus Research awards for 3,200+% ROI over three-year
period!
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36. Case Study: TomTom!
Goals
• Deliver great service and support across all communication channels to ensure
customer loyalty !
• Optimize efficiency to keep costs from growing as fast as the business !
• Gain better visibility into customer issues to ensure responsiveness to their needs !
Solutions
• RightNow Service, RightNow Marketing, RightNow Feedback!
Results
• 24-hour web self-service handles more than two million answers viewed each month !
• Reduced phone and email workloads result in lower costs but improved customer
experience !
• All interactions across all channels tracked in one place for maximum market insight!
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37. Case Study: Match.com!
Goals
• Deliver exceptional customer experiences to millions of members and help them find
success while dating!
• Implement a customer experience solution that can scale over time as the company
grows!
• Improve call center efficiency and productivity!
• Reduce email and call management costs !
Solutions
• RightNow Web Experience, RightNow Dynamic Agent Desktop, RightNow WSS,
RightNow Email, RightNow Phone Incidents, RightNow Chat, RightNow Co-Browse!
Results
• 40% reduction in email!
• 52% self-help through the “contact us” form on website!
• 94% self-service rate!
• 11% increase in customer satisfaction (CSAT) on voice channel!
• Huge improvement in FAQ creation!
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38. Case Study: Virgin Mobile Australia!
Goals
• Improve customer satisfaction through the provision of web self-service !
• Create a knowledge base/intranet to support internal staff!
• Ensure consistency of information across all customer service channels !
Results
• Replacement of multiple legacy systems with a single source of information for all
customer-facing and internal customer service queries!
• Accessible 24/7 web self-service!
• 21% reduction in inbound customer service emails despite a significant increase in the
overall customer base !
• Engaging online help that incorporates multimedia !
• Use of RightNowʼs Knowledge Base has reduced reliance on staff knowledge and
reduced training time !
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