The two secrets to increasing the ROI of your knowledge initiatives - Steve Brand & Stephane Pinault - SEE 2018
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Fact: Most knowledge initiatives fail to achieve the return on the investment promised. In the first half of this session, Steve Brand will reveal the low-cost secrets to achieving sustainable Customer Success on the Web. Evidence: Case Studies & Testimonials. The remainder of this session will be a presentation by Stéphane Pinault on the benefits realized by companies that have adopted the KCS practices and techniques.
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Digital Transformation is about fundamentally rebuilding business and IT processes, not just about building apps. 451 Research defines Digital Transformation as “a result of IT innovation that is aligned with and driven by a well-planned business strategy, with the goal of transforming how organizations serve customers, employees and partners.” Some main features of a successful transformation include the ability to quickly react to market demands, and use information to make better decisions and serve constituents more effectively.
In this webinar Nick Patience of 451 Research and Pivotal’s Michael Cote will discuss:
- Why now is the time for Digital Transformation
- How the balance of power between customer and provider contributes to this new revolution
- Shifting priorities that require new practices and processes and the technical tools and platforms that support them
- Real-world examples of organizations that have been there (we’ll share all the gorey details, including what worked and didn't work for them)
View the webinar here: https://www.brighttalk.com/webcast/14891/242781
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According to the Standish group, 64 percent of features in systems are rarely-or never-used. How does this happen? Today, the work of eliciting the customers' true needs, which remains elusive, can be enhanced using data-driven requirements techniques. Brandon Carlson introduces data collection approaches and analysis techniques you can employ on your projects right away. Find out how to instrument existing applications and develop new requirements based on operational profiles of the current system. Learn to use A/B testing-a technique for trying out and analyzing alternative implementations-on your current system to determine which new features will deliver the most business value. With these tools at hand, you can help users and business stakeholders decide the best approaches and best new features to meet their real needs. Now is the time to take the guesswork out of requirements and get "Just the facts, Ma'am."
Acquia Pres. Digital Transformation Philly
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Building for the future of AI and Machine Learning at scale
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What's happening with AI in the Enterprise.
Analytic Waste.
https://pages.alteryx.com/on-demand-executive-summit-build-for-future-ai-ml-at-scale.html
Kennissessie “Gamification” @ Coniche
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Watch the archive:
https://bloorgroup.webex.com/bloorgroup/lsr.php?RCID=1da2b498fc39b8b331a5bbb8dea2660f
With data growing more complex these days, many organizations are looking for ways to make sense of new information sources. The goal? Sprint ahead of the competition by exploiting fast-moving opportunities. The challenge? The data volumes, variety and velocity call for significantly greater horsepower than ever before. That’s where machine learning comes into play, and it’s already fundamentally changing the Big Data Analytics landscape.
Register for this episode of The Briefing Room to learn from veteran Analyst Dr. Robin Bloor as he explains how advanced analytics technology can transform the enterprise. He’ll be briefed by Martin Hack, CEO of Skytree, who will tout his company’s machine learning solution for big data. Hack will discuss the critical challenges facing today’s data professionals, and present use cases to show how machine learning can help organizations leverage big data as a capital asset. He’ll specifically address the power of predictive analytics, which can help companies seize opportunities and prevent serious problems.
Visit InsideAnlaysis.com for more information.
Driving Business Value with SharePoint and Enterprise Social
The document discusses how technology is advancing quicker and more broadly than before, which will increase the variety, volume, and quality of products and services while decreasing prices. However, this rapid technological change also poses challenges as it may outpace human adaptation. The document also examines how organizations can leverage data and analytics at different maturity levels to improve productivity, decision making, and innovation.
Digital Transformation Atlanta
David Mennie from Acquia gave a presentation on digital transformation at a meetup in Atlanta. He discussed how customer experience is critical for business success and organizations need to embrace digital technologies. Mennie outlined four imperatives for the digital age: turning data into insights, transforming customer experience, embracing mobile, and accelerating digital business. He presented examples of Acquia customers transforming through their platform which provides the software to build and deliver digital experiences at scale quickly. Mennie argued digital transformation is essential and that Acquia supports this vision through their platform and commitment to customer success.
Delivering Value Through Business Analytics
Analytics thought-leader Thomas Davenport and leading industry experts discuss how—and why—organizations like yours use business analytics to empower more timely and precise decisions by bringing new insights into daily operations.
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1) In-memory computing is growing rapidly, with the total data market expected to grow from $69 billion in 2015 to $132 billion in 2020.
2) In-memory databases are gaining popularity for applications that require fast response times, like telecommunications and mobile advertising, as memory access is faster than disk access.
3) Modern applications are driving adoption of in-memory solutions as they generate more data from more users and transactions and require faster performance to handle growing traffic.
4) Two examples presented were DellEMC using MemSQL for a real-time customer 360 application and an IoT logistics application called MemEx that processes sensor data from warehouses for predictive analytics.
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[Panel] Convincing Your Company to Improve Your Technical Resource Center
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Understand the What, Why & How of Digital Transformation Featuring 451 Research
Understand the What, Why & How of Digital Transformation Featuring 451 Research
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Gør hverdagen nemmere med én fælles platform for alle serviceafdelinger - det gør kommunikationen langt mere ligetil og håndteringen af dine services nemmere. Du skal indse at samarbejde på tværs af afdelingerne, bliver nemmere med samme værktøj. IT, FM og HR skal udarbejde en fælles proces med opgaver samt en procesmodel for en ny medarbejder.
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The document discusses building a great service culture through focusing on employee engagement. It recommends taking three small steps: motivating employees by allowing them to find work as natural as play, guiding employees with values over rules, and building on employee strengths instead of focusing on improving weaknesses. Taking these steps to create a positive culture can result in higher customer satisfaction, employee effort, productivity, and profitability. The overall message is that a strong service culture starts with engaged employees and having people at the center of technology.
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Vores tips & tricks session er tilbage. Anders vil fortælle og vise dig en række nyttige tips og tricks, som kan være med til at optimere din arbejdsdag og hjælpe dig med at få mest muligt ud af din TOPdesk-løsning.
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Most service desks would like to increase their maturity. Allow end users to better help themselves, reduce distractions and repetitive tasks for operators, increase customer satisfaction, work pro-actively, be able to look ahead, prevent problems and be more in control of their processes. However, daily operations prevent them from spending time on this. In this presentation, Arvind explains how AI will enable service desks to make the shift to proactive service management and increase their maturity level. And he shares the AI ideas that TOPdesk has planned for the coming year.
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The two secrets to increasing the ROI of your knowledge initiatives - Steve Brand & Stephane Pinault - SEE 2018
- 1. Organize services #SEE18 The Two Secrets Steve Brand Stéphane Pinault
- 5. Organize services #SEE18 The Evidence…PTC Case Study Stéphane Pinault
- 6. 6 • Global Software Company, $1B+ Revenue • Design, Manufacture, Operate, and Service “Things” • Leading Industrial Innovation Platform and Solutions • Global Network of 400K+ Developers and 1K+ Partners
- 7. KCS FOUNDATION @ 600+ knowledge workers 20% new issue rate 24 FTE managing knowledge 44 Knowledge Domain Experts 118,000 public articles 201,000 total articles
- 8. Questions Online Knowledge Centered Service Dynamic Content in the Customer’s Workflow 2011 2016 155,000 108,000 139,000 615,000 10 % 469 %
- 9. 0.9 % deflection in Case Logger Questions 155,000 139,00010 %
- 10. 0.9 % deflection in Case Logger “Search” technology does not work well
- 11. A neural network that learns patterns of words and assigns vectors 5 Years of Case Descriptions Natural language Engineers’ Associations with Articles Customer description PTC Knowledge Article Home Grown Search “Dylan”
- 12. Dylan “Please help poor performance” Bing Translator into Klingon
- 13. 33% deflection w/Dylan 0.9 % Deflection pre/Dylan 29,000 Cases resolved 20% Cases reduction November 2016 January 2018 35% Dylan accuracy rate Initial success drove an online experience redesign Dylan
- 14. Machine Learning driving customer’s success User level knowledge recommendations Driving a new education content consumption model Digital voice of the customer to listen at scale Predicting Churn risks Guiding expansion opportunities Proactive / Predictive customer engagement
- 15. Organize services #SEE18 Wrap Up Steve Brand Stéphane Pinault
- 16. Organize services #SEE18 The KCS Practices Capture Structure Reuse Improve Solve LoopLeadership & Communication Performance Assessment Process Integration Content HealthEvolve Loop
- 17. Organize services #SEE18 KCS Opportunity Assessment KCS Foundations Workshop KCS Leadership KCS Design Workshop Adoption Roadmap Planning KCS Project Management
- 18. Organize services #SEE18 Thank You Steve Brand Stéphane Pinault steve_brand@sgsa.com sgsa.com linkedin.com/in/stevebrand/ spinault@stepink.fr stepink.fr https://www.linkedin.com/in/stéphane-pinault-10366b1/