Name: Adapting to Change: Embracing BYOD for an Agile Workforce
Start: 2023-09-21T09:00:00Z
End: 2023-09-21T09:00:30.000Z
Location: BrightTALK
Rating: 4

At GoTo, we're making IT easy, anywhere, with remote management and support, and business communication software, unified with one admin solution. We help you get things done simply and securely, so work time can be well-spent and free time can be better spent. 

GoTo’s portfolio, which includes GoTo Resolve, Rescue, GoTo Connect, and more, helps securely support and connect businesses to what’s most important: their teams and customers.

CX professionals Tracey Finlay and Jen Brown explore findings from a recent IQPC CCW report, to understand why technical customer support can drive both revenue and loyalty using visual functionality including screen share or camera share.   
 
The presentation and conversation will focus on how contact centres can further loyalty with employees and customers to their company and brand, and how this improved and extended loyalty drives down costs.  

During the discussion Tracey and Jen will focus on how organisations are using visual engagement to simultaneously increase agent motivation and customer satisfaction to reduce attrition and churn respectively, lowering recruitment costs, reducing handling times, encouraging repeat purchases, and customer acquisition.  
 
Key Takeaways from the Report:
- Only 50% of brands currently have an FCR (First Call Resolution) above 70%  
- 63% of brands rate FCR improvement as ‘high’ or ‘very high‘ priority
- 63% of brands stated IVR (Interactive Voice Response) technology as their primary tool to increase FCR  
- 65% of brands have no visual customer support in place whatsoever (either remote or in person)

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Our speakers:

Tracey Finlay: has lead customer service teams across multiple industries, while carrying out extensive study of human behaviours. She now works with global organisations and tech vendors to inject the human element into their customer experiences. With a determination to disrupt the face of customer service, Tracey focuses on what customers really need from a business, together with how to engage those that interact with them every day.

Jen Brown has 20+ years of experience, starting her career at a contact centre, before moving into the B2B tech industry to market CX solutions from Tealium, Sprinklr and GoTo (formerly LogMeIn). She’s a passionate advocate for customer service and inclusive learning. Jen is a member of CCW Europe's advisory board.

Insights from CCW Technical Customer Support Report: A Hidden Loyalty Creator

Still relying on phone calls for customer support? It's time to evolve! Learn how visual learning can transform your customer service and enhance every interaction, especially for millennials and visual learners.

Key Takeaways:

• Inclusive Support: Enhance satisfaction by catering to visual learners.
• Live Collaboration: Use video support to see problems through your customers' eyes.
• Team Adaptation: Equip your team with future-ready support skills.

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About the Speakers:

Adrian Swinscoe - Customer Experience Advisor 
A CX thought leader and visionary, Adrian is a best-selling author and Forbes contributor. With over 25 years of experience, he's worked with clients like Adobe, Apple, and KFC. Adrian's books include How to Wow and Punk CX.

Jen Brown - Senior Director of Marketing at GoTo
Jen is an expert in B2B technology marketing with over 20 years of experience. She is passionate about diversity and inclusion, advocating for more women in STEM to bridge the industry's gender gap.

Unlock the Power of Visual Learning in Customer Support

Join us for this virtual CISO Roundtable "Real-world Cybersecurity Strategies That work". In this session, you'll get to hear from three accomplished security leaders about different cybersecurity strategies that can be implemented today, including: 
- Zero trust principles and practices 
- Cloud security posture management tactics 
- Building programs with security orchestration, automation, and response (SOAR) 
- Leveraging AI to enhance your security posture

CISO Roundtable: Real-world Cybersecurity Strategies That Work

Dr. Nicola Millard & Jen Brown join us for this episode to share real-world examples of the benefits, considerations, and success stories of using remote visual support tools, including:

• Sustainability: Decrease the need for both employees and customers to travel into stores, homes and branches for support
• Accessibility and inclusion: The ethical considerations and regulatory requirements for providing high-quality accessible service for everyone
• GDPR and privacy security: Conduct sensitive customer conversations in a secure environment with a real person

How Remote Visual Support Tools Are Driving First Contact Resolution

Synopsis:
- How do remote support tools impact overall business productivity and efficiency? 
- Which KPIs should businesses focus on to measure support success? 
- What are the primary security concerns to support employees or customers remotely, and how can organisations effectively mitigate risk? 
- How is the concept of zero trust implemented in remote support operations? 
- How does remote support fit into an organisation’s overall support Tech stack? 
- How have successful integrations positively influenced business impact?
 
Speakers:
- Kelvin Wetherill, CEO and Founder, Supportwave
- Csaba Jaromi, Director, Solutions Consulting, GoTo (formerly LogMeIn) 
- Paul Carolan, VP, Sales EMEA, GoTo (formerly LogMeIn)
- Moderated by: Jen Brown, Senior Director, International Marketing, GoTo (formerly LogMeIn)

Maximising Business Outcomes with Remote Support

For IT executives, investments are under scrutiny. As budgets are reduced, ensuring your next IT investment is cost-effective and generates enough returns to protect other business areas is critical. That’s why we commissioned Forrester Consulting to conduct a Total Economic Impact StudyTM of Rescue.
In this  webinar, we’ll be joined by guest speakers from Forrester who will share invaluable insights into:
• Industry trends that are impacting IT Support
• The financial impact and ROI LogMeIn Rescue had on a composite organization (395% ROI over 3 years)
• Key areas where customers have seen success after implementing support technologies

Beyond ROI: Uncovering the total impact of your support tools

When 76% of customers admit that they would cease business with a company after one case of poor customer experience (VentureBeat), it should be no question that remote support becomes a top business priority. With so much at stake, understanding how to stand out, and create a seamless experience for both your customers and employees is crucial in our hybrid world.

Camera sharing and visual support tools are the way forward for seamless UX. Remote support is no longer simply computers and mobile devices any more, but about everything around us.

Visual engagement is the future, and understanding how to embrace it will set you ahead of the curve.

Join us in this session as we discuss:

- The value of visual engagement, and why it is now a ‘must-have’
- Reducing cost with visual support tools
- The role of Augmented Reality and AI in Visual engagement support scenarios
- The future of remote support, and how to ensure seamless customer experience
- And much more!

Understanding Visual Engagement for Remote Support

Abstract: 
Cyberthreats are relentless and ready to pounce on any vulnerability. In this upcoming webinar, GoTo’s Chief Information Security Officer Attila Torok breaks down cybersecurity into three simple to understand parts to help security and IT leaders think about how to tackle security holistically at your company. 

Learn about the 3-part plan to cybersecurity success, including: 

Assessing the state of security: What you should be paying attention to 

Breaking the vacuum: Applying a structured, customer-led, productized approach to security 

Ongoing measurement and adjustments: How to leverage a Predictive Security Model

Tackling Security at Your Company: A 3-Part Plan

During IT or security issue, our service desk colleagues are the words, voice and face of calm – they take a consistent and measured approach to resolve our tech issue. Like a taxi-driver in heavy traffic not succumbing to road-rage, they navigate us to a solution quickly and easily: Quelling any tech rage and enabling us to carry on with our working day. Mindset Matters, particularly in this age of constant cyber threats, with social engineering attacks often in play. Attila will convey why the service desk is perfectly placed to consistently mitigate risk across the organisation; how with a set of small adjustments they can significantly enhance data security: Yes, supported by remote support technology, and yes, supported by process; but primarily due to a powerful combination of timing, relationship, knowledge and most importantly mindset.

Mindset Matters, with Security as the Outcome

We are all aware that remote work, to some extent, is here to stay. Office workers now have the flexibility to choose to work remotely, or from an office, or a mix of both. As the workforce adapts to remote/hybrid working models, enterprise environments must do so too.

Scalability, security, reliability, ease of use. These are the four characteristics of a great remote support solution, and they are the pillars of an enterprise that will succeed in the modern world, allowing their employees to do their best work, while ensuring that security remains a top business priority.

In this webinar, we will break down the foundation of remote security, detail exactly what a remote security solution should look like, and what your solution ‘must-haves’ should be.

Join us as we discuss:

- The standard of cloud architecture in a secure remote environment
- Account permission-based model - every user needs the right permissions
- Auditing and certifications
- Why your remote support solutions needs more than one protection layer
- Why Rescue is the right tool for Remote Support
- And much more!

Security of Remote Support in the Enterprise World

Staying connected, and enabling first-class collaboration and communication for your
employees isn’t always easy. As we continue to evolve the way we work, from our location,
to the tools we use and the way we use them, security is a top priority for IT leaders.
According to a 2022 study, 49% of customer support leaders report an increased risk of
cyberattacks compared to two years ago.

The correlation between the move to hybrid working, and increased risk of cyberattack
should not be ignored. Leaders must consider how to enable employees to do their best
work, to be productive and collaborative, whilst also prioritising security and avoiding cyber
attacks.

In this session as we discuss:

-  How to approach remote security support 
-  Key trends including MFA and audit readiness 
-  How to enable robust administration 
-  And much more!

How To Enable the Hybrid Workforce and Reduce Cyber Threat

RMM, or Remote Monitoring and Management, is fundamental when it comes to managing your IT infrastructure. From the ability to track and monitor the performance of IT assets, to detection and response, the benefits of RMM are perfectly clear.

RMM consolidates data, automates manual tasks, streamlines tired processes, utilises cloud solutions, and allows for investment in security. Despite the obvious business benefits, many organisations struggle to leverage its full potential. But why is this? Where do the complexities lie, and how can you overcome them?

It’s time to untangle the complexity of RMM, to leverage its full potential, and reap the rewards. Join us in this session as we discuss:

-  Utilising RMM for the smooth functioning of operations
-  Where the challenges lie in managing RMM
-  How to simplify RMM to manage your IT infrastructure
-  And more!

Simplifying RMM: Optimise Remote Working

Product suites or point solutions? It’s an age-old question for IT leaders - and with so many options available on the market, it can be difficult to decipher what works best for your organisation.

Do you really need specific, standalone solutions, or are you better suited to a single, trusted vendor, who provides overall value? One thing is certain, vendor consolidation means one login, simplification of the admin experience, a one stop shop for product support, and a single bill to pay. When you consolidate your vendors, costs are consolidated too.

Ultimately, what it comes down to is trust. Trust is the single most important factor to consider, and the prime benefit of vendor consolidation is that it means only one relationship to build, and only one technology partner to trust.

Join us in this session as we discuss:

- The benefits of vendor consolidation
- Choosing the right solution for your business
- Creating an IT provider checklist - what should you be looking for?
- How to simplify your workflows
- And much more!

Simplify Your Workflows with Vendor Consolidation

Let’s face it: Supporting the many complexities of a flexible workforce isn’t easy. As your business evolves and changes, you may need more IT firepower to keep devices and users safe and productive without burning out your valued agents.

GoTo Resolve, your all-in-one IT management and support solution, is ready to help you take your IT help desk to the next level with features you may not be aware of. In this 40-minute session, product expert Chris Savio unpacks the hidden value of Resolve.

Uncover the Hidden Value of GoTo Resolve

IT Big Brother: Support or Supervision?
Empowering employees: To work from anywhere, on any device

In episode one of our series "A Series Exploring the Trends Shaping the Future of Flexible Work", we’re focusing on the unsung heroes enabling flexible-first ways of working - the IT teams. As part of this discussion, we delve into the big questions IT leaders are asking themselves as we shift the ways we work. We’ll also be offering up novel solutions and tried and tested insights to superpower flexible working. 

We’ll be covering: 
- Work-hacks: exploring if and why IT leaders are perceived as good or bad cops in a remote working world. 
- For employees prone to burnout or bore-out - should employers use tech to track their activity from afar?
- You’re on mute: The modern tech tools empowering employees to smoothly flex their working life. 

Presenter: 
Emma Taylor, Founder and Managing Director, Nimbus Ninety 

Guest speakers: 
Joe Walsh, Director Product Marketing, GoTo 
Jason Maude, Chief Technology Advocate, Starling Bank

Empowering employees: To work from anywhere, on any device

BYOD, or ‘Bring Your Own Device’, is not a new idea, but has accelerated over the past few years as previously office-based workforces became more distributed and dispersed. Now that we know BYOD is here to stay, we must address the concerns in order to leverage its potential as a productivity-boosting strategy.

These concerns range from policy development, to security risks and data separation, to name just a few. But the truth is that BYOD represents the opportunity for organisations to become truly flexible, with increased productivity, improved insight, and when integrated efficiently, better security and compliance.

In this session, we will address these IT concerns, and explain how to do BYOD right - for an empowered workforce. Join us as we discuss:

- The top BYOD IT concerns, and how to overcome them to create a BYOD friendly environment
- Training employees to create awareness
- BYOD success stories
- Managing security challenges and optimising BYOD as a policy
- AI for remote support
- And much more!

Adapting to Change: Embracing BYOD for an Agile Workforce

IT Security

BYOD

Enterprise Security

Enterprise Applications

Remote Support

Remote Access

Data Security

Enterprise Architecture

Productivity

Secure Access

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Adapting to Change: Embracing BYOD for an Agile Workforce

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