TSW2012--Hidden In Plain Sight: The Real Conversation
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Did you know that you have data hidden in plain sight? David Lowy of Moxie Software explains where to find it and how it can be used to improve customer service, product management, and more.
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The document discusses how master data management (MDM) can help companies create a "golden record" of customer data by collecting data from various touchpoints, connecting customer data across systems to create a unified 360-degree view, and augmenting the data with insights to drive personalized customer interactions. It highlights how MDM provides a centralized model for customer data, capabilities to cleanse and standardize disparate data sources, and enables data stewardship. The full capabilities are demonstrated through a customer MDM implementation that consolidates data, enriches it with external sources and big data, and operationalizes the master data to power customer-facing processes.
Pardot Elevate 2012 - Case Study: Yardley Products Corp.
Join Michael J. Carroll, Jr. of Metter Interactive, a Pardot agency partner, in exploring the recent successful implementation of Pardot for Yardley Products Corp. With Pardot, Yardley was able to effectively organize, prioritize, and assign leads, convert more email addresses into leads, and close the sales loop and track prospects through the conversion steps in third party ecommerce solutions.
Customer Analytics Strategy and Application
The commerce landscape has changed drastically since 2003. And, since the Internet gave birth to e-commerce sites and social media, now more than ever, customers expect businesses to go the extra mile to maintain their preferences. With competitors just a click away, understanding customer behavior and improving customer experience has never been more critical. Reducing customer struggle is no easy feat, especially because each customer faces a deluge of different decisions
on a multitude of platforms.
Dixon lau pm-concept
As a product manager specialize in monetization for software, I like to share my concepts and techniques with my colleagues to help them understand my approach.
BRIDGEi2i Analytics Solutions - B2C Customer Intelligence
This document discusses BRIDGEi2i, an analytics solutions company that helps businesses achieve accelerated outcomes through data-driven decisions. It outlines BRIDGEi2i's vision of transforming big data into meaningful business metrics and insights to realize sustainable business value. The document also describes BRIDGEi2i's core capabilities in areas like behavior modeling, segmentation, and forecasting using advanced analytics techniques. It provides examples of how these capabilities can be applied across various business functions such as marketing, sales, customer support, and operations.
Jump start your analytics investments and accelerate analytics ROI
The document discusses Actian's Clear Path Program which aims to help companies accelerate their customer analytics ROI through the use of pre-built analytics blueprints. The program provides blueprints, workflows, and workshops to help customers address challenges in areas like customer profiling, segmentation, lifetime value, campaign optimization, and churn analysis. It also describes Actian's Analytics Center of Excellence which develops the blueprints by applying data science expertise to real-world problems. Example use cases are provided that demonstrate how the blueprints can help optimize campaigns, ad placement, and increase revenues.
Employee Inspiration: How to Create Energy That Drives Better Customer Outcomes
Engagement has become the new holy grail for satisfied employees and a key issue for business leaders. But what does it mean to be engaged? Bain & Company is redefining the employee experience with a system for building inspiration through productive team discussions, candid frequent feedback and an outer loop for addressing systemic issues. Inspired employees should be everyone’s priority to fuel customer loyalty and organic, sustainable growth. We will share the results from our latest study, describe the mechanisms required and the behaviors to aspire towards – all key ingredients of a customer centered Employee Inspiration system.
Drive ROI from Your Business Applications with Embedded Real-Time Data Quality
CRM, ERP, eCommerce platforms and call center applications are powerful tools that can drive revenue and customer satisfaction – but if the data they rely on is filled with duplicate, inaccurate or incomplete data, they will come up short with your business users, customers and partners.
View this webinar on-demand to learn how you to ensure your business applications are always working with the most accurate, up-to-date data to drive your sales, marketing, partner, loyalty and customer service programs. We’ll cover how to:
• Seamlessly integrate robust data quality, global address validation and geocoding into virtually any business application
• Get a single view of your customers by embedding the most powerful, flexible data quality right in Microsoft Dynamics or SAP (now with support for S/4HANA)
Use Data to Support the Complete Subscriber Lifecycle
Discover how you can:
Better target relevant customers
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Gain a detailed, individual customer profile with Customer DNA
Become more data centric and independent in your customer analysis
Develop an omni-channel strategy by using Customer DNA
Insight Facts & Figures
Insight is a global technology solutions provider with over 5,400 employees worldwide. It has operations in 22 countries, over 70,000 clients in 180+ countries, and partnerships with over 5,000 hardware and software vendors. Insight provides consulting, managed, and technical services with $5.3 billion in annual revenue and certifications in individual products and industries. It has extensive experience deploying solutions across infrastructure, security, cloud, and mobility domains.
Post Transaction Surveys Webinar.pptx
This presentation discusses post transaction surveys, which can be done via integrations.
We talk about the reasons for a post transaction surveys. We talk about how to approach customers to get them to take your surveys and how to communicate to your customers. We talk about how to plan out the methodology and sampling.
We also talk about the various scores in research that are the right tools to calculate various scores to measure Customer Satisfaction Score, Net Promoter Score, and Customer Experience Score. We go over how to use these scores and when to use them.
Marketing Open Source Software - 10 Tips
This document provides 10 tips for open-source software developers to market their products without spending a lot of money. It discusses defining goals and business models, understanding customers, defining product offerings, developing a web presence, educating customers, engaging with customers through events and content, using video content like explainers and webinars, sharing success stories through case studies, and getting help from outside professionals when needed. The overall guidance is around low-cost marketing tactics for open-source software companies to build awareness, educate prospects, and generate leads without a large marketing budget.
Marketing Open Source Software - 10 Tips
This document provides 10 tips for open-source software developers to market their products without spending a lot of money. It discusses defining goals and business models, understanding customers, crafting product offerings for different customer types, developing an effective web presence, educating customers through videos and webinars, engaging with customers at events and online, sharing case studies, and getting outside help when needed. The overall guidance is how open-source developers can build awareness, educate prospects, and generate recurring revenue through low-cost marketing strategies.
Trends in Supply Chain: Why You Should Embed Customer Service Metrics in Your...
Across industries, 81% of all customers attempt to take care of matters themselves before reaching out to a live representative. When there is so much information in customer feedback, why do supply chain managers leave such expensive insights on the table? Supply chain touches the product from conception until it arrives in the hands of the customer, and sometimes through the recycling process. Join Irina Rosca, Director of Supply Chain and Customer Success at Helix as she walks through the key questions to connecting the supply chain with the voice of the customer.
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Transform Context into Intelligence in the PropTech Industry
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Extending Campaign Reach and Performance
Marketers are constantly generating campaigns to feature new products and promotions that acquire customers.
Next, we dig into metrics and hope to hit a new all-time-high click rate or page views (and conversions likely still hover at 3%).
Learn tactical tips that will extend the reach and performance of your campaigns, including:
○ Best digital channels for each campaign
○ Key campaign-centered metrics (no vanity metrics here)
○ Optimizing campaign results throughout the lead funnel
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Engaging the Digital Customer
Your customers have transitioned from tethered and tolerant to mobile and multitasking. To meet customers’ ever-growing expectations, you must ensure their experiences are pain-free by delivering proactive and engaging interactions across the entire customer journey.
During this webinar, Engaging the Digital Customer: Experiences that Drive Revenue and Loyalty, industry analyst Paul Greenberg will discuss ways to increase customer value, including:
* Understanding how and when to interact with customers
* Considerations for systems of engagement
* Role of proactive engagement to drive revenue
* Detailed use case from strategy to implementation
Become an eCommerce Standout - Anticipate Their Next Move with Proactive Enga...
Proactive engagement goes beyond meeting basic customer needs by tailoring experiences to each customer. It relies on customer context, personal information, and predictive intelligence to drive conversions and revenue.
During this webinar, Become an eCommerce Standout, industry analyst Diane Clarkson discussed ways to standout in the changing ecommerce world, including:
* What today's customers want
* Why the future of engagement is proactive
* The business benefits of proactive engagement
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How Dell Delivers Personalized Customer Experiences, Leveraging Digital Commu...
Jennifer Statham, Dell's Executive Director of Global Marketing Technology presents at eTail West 2014 in San Antonio. She discusses Dell's business mission and how the use of Moxie Software's chat solution is critical to Dell's delivery of personalized customer experiences.
KMWorld 2013: What's Trending?
Moxie Software's director of product management, Robert Peery, discusses key trends related to knowledge management.
Expertise Hour: The Dos and Don'ts of Web Chat with Johan Jacobs
Web chat is quickly becoming the preferred communication channel for today's online consumer. When implemented correctly, web chat also has one of the highest satisfaction ratings among all online channels. How can you ensure your initiative meets or exceeds your goals?
Moxie's Customers Share Their Success!
Moxie Software provides customer success stories showing the ROI their clients achieved. Examples include one client routing 60% of phone inquiries to email/chat and shortening resolution times, another capturing 40% of abandoned traffic with chat and increasing chat sales by 35%, and one resolving 95% of inquiries using Moxie's Knowledge Spaces with 80% of interactions rated good or excellent.
Moxie and Microsoft at Convergence 2013
This document discusses Moxie's customer experience solutions that integrate with Microsoft Dynamics CRM. It provides examples of how Moxie's chat, email, knowledge base, and Lync integration products help companies improve customer service, increase sales and agent productivity, and reduce costs. Customer case studies show benefits like increased revenue, improved first contact resolutions, and lower total cost of ownership.
Barclays' Multi-Channel Customer Service Strategy
In this presentation, Barclays, a Moxie customer discusses their multichannel customer service strategy, focused on supporting support clients in channels of their choice. As Barclays is doing this against the backdrop of a financial crisis that constrains investment, undermines confidence and heightens client scrutiny, this presentation also discusses balancing the needs of all stakeholders, while building out a customer focused multichannel strategy and platform.
Matt Smallman, Head of Strategy and Change, Global Client Experience.
Matt Smallman leads the Client Experience Strategy and Change team for Wealth and Investment Management at Barclays. Over the last 4 years his team has engineered and delivered a continuous stream of operating model improvements to the service centre platform which in 2012 won over 10 industry awards for excellence and innovation. Matt previously led Six Sigma process improvement projects at Barclays and before that was an officer in the Corps of Royal Engineers delivering counter improvised explosive device capabilities to deployed operations.
Unraveling Knowledge Webinar
While Social CRM continues to evolve, there have been three challenges identified for it to solve: data, knowledge, and purpose. What is the current status with knowledge, and how do we fix it?
This webinar will cover knowledge management in the enterprise, exploring pressing issues, their origin and their future, and lay a foundation to handle them.
Presented by Esteban Kolsky, Principal and Founder of Thinkjar.
See more OnDemand webinars: http://www.moxiesoft.com/news/webinars_recorded.aspx
Webinar - CRM Strategies for the Social Customer
This 3 sentence summary provides the high level information from the document:
The document discusses strategies for customer relationship management for social customers, noting that companies should meet reasonable customer expectations, treat customers as partners rather than clients, and recognize that customers' views of value may differ from the company's views in order to build strong relationships in the social media space. It also recommends focusing communication efforts on the most important channels for customers rather than trying to be on all platforms.
Webinar - 5 Tips for Productive Multi-Channel Customer Service
This presentation provides 5 tips for productive multi-channel customer service:
1. Maximize first contact resolution to reduce costs of resolving issues over multiple contacts.
2. Leverage a unified knowledgebase that is deployed everywhere and focuses on high-volume content.
3. Right channel customers by offering self-service and live support across multiple channels to meet customer needs.
4. Create customized agent workspaces that provide needed information with minimal clicks or keystrokes.
5. Push customers to the right channels by promoting self-service and live support options on websites and in communications.
Moxie Software Webinar - The Knowledge Movement: Trends and Opportunities
This presentation discusses trends in knowledge management and opportunities enabled by social networks, cloud computing, and analytics. It notes that tribal knowledge sharing has benefits for organizations. Emerging models use social technologies to create federated knowledge bases across boundaries. Intent-driven enterprises are also discussed that use big data to understand customer needs. Social technologies allow new feedback loops and collaborative processes between knowledge bases and internal collaboration spaces.
Webinar: Insider's Guide To The Ultimate Customer Service Experience
This document summarizes a presentation about enhancing customer experience through social collaboration. It discusses how social collaboration can help companies facilitate knowledge sharing, gain real-time customer service insights, create ad-hoc teams to resolve issues, and optimize knowledge sharing. The benefits of social collaboration for customer service are highlighted as enhanced response quality, faster response times, an improved customer experience, and accelerating innovation.
The Next Evolution of Customer Service
This document provides an overview of virtual agents and their role in customer service. It begins with an introduction to virtual agents and their benefits, such as being available 24/7 and at a lower cost than human agents. It then discusses trends driving interest in virtual agents and why they are useful now. The document outlines best practices for implementing virtual agents and integrating them with live agent channels. It provides an example case study of a telco provider that improved customer satisfaction using a virtual agent and seamless transition to live chat.
Forrester's Best Practices Framework for Customer Service
The document outlines Forrester's best practice framework for customer service. It notes that 90% of customer service decision-makers see good customer service as critical for business success. The framework includes evaluating customer experience across communication channels using Forrester's Customer Experience Index. Few companies deliver outstanding customer experiences, and there is wide variability between high and low performers, which can be worth billions of dollars. The framework also addresses balancing customer and business needs, using social media, offering multiple touchpoints, and integrating channels.
Higher Ed 2.0: Don Tapscott & USC
The document discusses the need to innovate higher education for the 21st century. It argues that traditional lecture-based pedagogy needs to be rethought and replaced with more collaborative, customized and student-focused models of learning. Knowledge creation also needs to transition to more open models through open courseware and the emerging "meta-university." University operations require new collaborative platforms to enable team-based work and knowledge sharing. Overall the document advocates for a paradigm shift in higher education to prepare students for a new era of networked intelligence.
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Expertise Hour: The Dos and Don'ts of Web Chat with Johan Jacobs
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20240609 QFM020 Irresponsible AI Reading List May 2024
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HCL Notes and Domino License Cost Reduction in the World of DLAU
Webinar Recording: https://www.panagenda.com/webinars/hcl-notes-and-domino-license-cost-reduction-in-the-world-of-dlau/
The introduction of DLAU and the CCB & CCX licensing model caused quite a stir in the HCL community. As a Notes and Domino customer, you may have faced challenges with unexpected user counts and license costs. You probably have questions on how this new licensing approach works and how to benefit from it. Most importantly, you likely have budget constraints and want to save money where possible. Don’t worry, we can help with all of this!
We’ll show you how to fix common misconfigurations that cause higher-than-expected user counts, and how to identify accounts which you can deactivate to save money. There are also frequent patterns that can cause unnecessary cost, like using a person document instead of a mail-in for shared mailboxes. We’ll provide examples and solutions for those as well. And naturally we’ll explain the new licensing model.
Join HCL Ambassador Marc Thomas in this webinar with a special guest appearance from Franz Walder. It will give you the tools and know-how to stay on top of what is going on with Domino licensing. You will be able lower your cost through an optimized configuration and keep it low going forward.
These topics will be covered
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UiPath Test Automation with generative AI and Open AI webinar offers an in-depth exploration of leveraging cutting-edge technologies for test automation within the UiPath platform. Attendees will delve into the integration of generative AI, a test automation solution, with Open AI advanced natural language processing capabilities.
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What will you get from this session?
1. Insights into integrating generative AI.
2. Understanding how this integration enhances test automation within the UiPath platform
3. Practical demonstrations
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My slides at Nordic Testing Days 6.6.2024
Climate impact / sustainability of software testing discussed on the talk. ICT and testing must carry their part of global responsibility to help with the climat warming. We can minimize the carbon footprint but we can also have a carbon handprint, a positive impact on the climate. Quality characteristics can be added with sustainability, and then measured continuously. Test environments can be used less, and in smaller scale and on demand. Test techniques can be used in optimizing or minimizing number of tests. Test automation can be used to speed up testing.
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During the hour, we’ll take you through:
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Ollama Use Case: Learn how Scenario Specialist Dmitri Bagh has utilized Ollama within FME to input data, create custom models, and enhance security protocols. This segment will include demos to illustrate the full capabilities of FME in AI-driven processes.
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We’ll wrap up with a live Q&A session where you can engage with our experts on your specific use cases, and learn more about optimizing your data workflows with AI.
This webinar is ideal for professionals seeking to harness the power of AI within their data management systems while ensuring high levels of customization and security. Whether you're a novice or an expert, gain actionable insights and strategies to elevate your data processes. Join us to see how FME and AI can revolutionize how you work with data!
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“Building and Scaling AI Applications with the Nx AI Manager,” a Presentation...
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Removing Uninteresting Bytes in Software Fuzzing
Imagine a world where software fuzzing, the process of mutating bytes in test seeds to uncover hidden and erroneous program behaviors, becomes faster and more effective. A lot depends on the initial seeds, which can significantly dictate the trajectory of a fuzzing campaign, particularly in terms of how long it takes to uncover interesting behaviour in your code. We introduce DIAR, a technique designed to speedup fuzzing campaigns by pinpointing and eliminating those uninteresting bytes in the seeds. Picture this: instead of wasting valuable resources on meaningless mutations in large, bloated seeds, DIAR removes the unnecessary bytes, streamlining the entire process.
In this work, we equipped AFL, a popular fuzzer, with DIAR and examined two critical Linux libraries -- Libxml's xmllint, a tool for parsing xml documents, and Binutil's readelf, an essential debugging and security analysis command-line tool used to display detailed information about ELF (Executable and Linkable Format). Our preliminary results show that AFL+DIAR does not only discover new paths more quickly but also achieves higher coverage overall. This work thus showcases how starting with lean and optimized seeds can lead to faster, more comprehensive fuzzing campaigns -- and DIAR helps you find such seeds.
- These are slides of the talk given at IEEE International Conference on Software Testing Verification and Validation Workshop, ICSTW 2022.
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We’ll kick things off by showcasing the most commonly used event-based triggers, introducing you to various automation workflows like manual triggers, schedules, directory watchers, and more. Plus, see how these elements play out in real scenarios.
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Pushing the limits of ePRTC: 100ns holdover for 100 days
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- 6. PRODUCT / SERVICES SALES DATA • Web Sales • Live Interaction Sales • Post Interaction Sales • Revenue / Uplift PROPRIETARY & 6 CONFIDENTIAL
- 7. THE POWER OF COMBINED ANALYTICS PROPRIETARY & 7 CONFIDENTIAL
- 8. CONTEXTUAL AWARENESS TEXT ANALYTICS DRIVES INSIGHT • How long do chat sessions take when the customer was talking about _______? • How many emails does it take to resolve when the customer references _______? • What are the key words customers mentions about _______? • What is the customer sentiment change over a longer session? PROPRIETARY & 8 CONFIDENTIAL
- 9. MODEL CUSTOMER BEHAVIOR AND FLOW • From web experience (self-service) to live assistance • Model intent versus actions • Model proactive offers based on live interactions • Dispositions and notes versus actual conversation PROPRIETARY & 9 CONFIDENTIAL
- 10. CONSUMERS PROPRIETARY & 10 CONFIDENTIAL
- 11. INTERACTION CENTER MANAGEMENT • Cost reductions due to deeper insights on FCR, AHT, etc. • Additional Agent Training and Scoring Analysis • Self-service escalation analysis • Proactive Service Offer models PROPRIETARY & 11 CONFIDENTIAL
- 12. PRODUCT MANAGEMENT • Deeper analysis interaction root cause • Customer query trends PROPRIETARY & 12 CONFIDENTIAL
- 13. WEB SALES MANAGEMENT • Self-service escalation analysis • Proactive Sales Offer models PROPRIETARY & 13 CONFIDENTIAL
- 14. MEGA TRENDS • Demand indicators • Supply / inventory management PROPRIETARY & 14 CONFIDENTIAL