Name: The Road to CX Excellence: Navigating Customer-Centric Innovation
Start: 2024-09-11T15:00:00Z
End: 2024-09-11T15:01:00.000Z
Location: BrightTALK
Rating: 0

Data is the foundation of any organization and therefore, it is paramount that it is managed and maintained as a valuable resource. 

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Transforming customer service operations is a make-or-break initiative, yet driving meaningful change often encounters crippling resistance - a roadblock that hinders progress and performance. 

Customer service roles are inherently demanding, with teams navigating complex interactions, stringent protocols, and ever-shifting customer expectations. Introducing transformative changes to well-established processes disrupts this delicate balance, fueling anxiety, scepticism, and resistance among employees. Compounding the challenge, customer service teams are typically lean, leaving little bandwidth for comprehensive change management initiatives.

This session equips leaders with a clear pathway to overcome hurdles in change management, unlocking the full potential of their customer service teams.

Topics for discussion include:
- Understand the unique barriers to change in customer service operations.
- Pinpoint and mitigate the root causes of resistance.
- Develop a comprehensive change management strategy tailored to your customer service team.
- Leverage change as a catalyst for customer service excellence and competitive advantage.
- And more...

About the Speaker
Hi, I'm Heidi! With over a decade of experience, I've had the privilege of leading and transforming customer service teams across a variety of industries. I thrive in dynamic environments and love embracing different cultures. Fueled by insights from leaders like Patrick Lencioni and Kim Scott, I'm passionate about building healthy & high-performing teams for sustainable success. Born in Germany but captivated by Dutch culture, I also dive into work psychology and hit the tennis courts whenever I can.

Overcoming Resistance to Change in the Face of Transforming Customer Services

In the digital realm, small startups can revolutionize customer service by infusing genuine value into their online interactions. By leveraging personalized digital experiences, actively listening to customer feedback across various platforms, and swiftly resolving issues through agile digital solutions, startups can establish a strong digital presence while nurturing lasting customer relationships.

1. Customized Online Platforms: Develop user-friendly websites or apps that offer personalized recommendations based on past interactions or preferences. Utilize customer data to tailor the digital experience, such as product suggestions, content recommendations, or targeted promotions.
2. Interactive Communication Channels: Implement live chat support or messaging platforms to facilitate real-time communication with customers. Enable personalized responses by integrating chatbots or automated systems that can address common inquiries or direct users to relevant resources.
3. Social Media Engagement: Actively engage with customers on social media platforms by responding to comments, messages, and reviews promptly. Use social listening tools to monitor conversations about the startup and its products/services, allowing for proactive responses to feedback or concerns.
4. Customer Feedback Mechanisms: Integrate feedback forms, surveys, or rating systems into digital platforms to gather insights from customers. Analyze feedback data to identify trends, areas for improvement, or emerging issues, enabling the startup to adapt its offerings and enhance customer satisfaction.
5. Efficient Issue Resolution Tools: Implement digital ticketing systems or customer service portals to streamline the resolution process for customer inquiries or complaints. Provide self-service options, such as FAQs or knowledge bases, to empower customers to find solutions independently.

Enhancing Customer Service for Startups: Delivering True Value in Your Service

In an era where customer experience can make or break a brand, businesses are increasingly turning to artificial intelligence (AI) to enhance customer interactions. However, the increased use of AI has, in many cases, worsened customer experiences. Join us to uncover the keys to using AI not just as a tool, but as a powerful ally in building enduring customer loyalty. This presentation will equip you with the knowledge and strategies to navigate the evolving landscape of customer experience and AI technology.

Key Takeaways:
- Understanding the Problem: Examine the data and surveys from the CCW June market study that highlight how increased AI use has negatively impacted customer experiences.
- AI Missteps: Identify common pitfalls in AI implementation, such as over-reliance on chatbots without adequate human support.
- Customer-Centric Solutions: Discover strategies to make AI work for your customers, including integrating AI with human agents to provide seamless and effective support.
- Empowering Agents: Learn how to empower your customer service agents with AI tools that enhance their ability to deliver personalized and efficient service.
- Building Loyalty: Gain insights into creating a brand experience that not only meets but exceeds customer expectations, turning satisfied customers into loyal advocates.
- Future Trends: Stay ahead of the curve by understanding emerging trends in customer experience and AI, ensuring your business remains competitive and customer focused.

AI for Loyalty: Boost Customer Engagement with Customer-Centric AI Strategies

Nearly 50% of companies are now using AI in some form in their contact centers for both sales and service interactions. Companies are investing heavily in AI to fully automate customer interactions – and increasingly in assisting live agents to be more efficient, effective, and successful.

What are the real-world results of AI's impact on customer-facing agents? During this session, Metrigy CEO Robin Gareiss will share findings and her analysis from a brand new, global research study of IT, CX, and business leaders. You'll learn:
- How is AI changing KPIs, such as average handle time, first call resolution, customer satisfaction, and agent efficiency?
- When does AI help and hurt agent loyalty and longevity?
- Is AI really working as advertised in sales and service, based on hard data from companies using the technology?
- What are the top 3 things every company should do with AI today to improve employee productivity and engagement?

How AI is Helping – and Hurting – Service and Sales Agents

AI is set to revolutionize how we work, but delivering value with it can be challenging especially in a large organization. From navigating complex data landscapes to addressing regulatory concerns and overcoming resistance to change, the path to successful AI implementation isn’t easy. 

In this session, Jonathan Davis (Head of Data Science, Zurich Insurance UK) shares how he and his team have been navigating this challenge and what they’ve learned in terms of culture, skills and technology. 

Join the session to discover: 
- How to set up a central data science team with a focus the skills and culture required to make a success of AI initiatives.
- Strategies to find the right projects and what a successful one looks like. 
- Examples of where Zurich UK has been using AI to drive value.
- Predictions for the future of AI in insurance and how to prepare for it. 
- And more...

How to Use AI to Drive Value in Insurance: Lessons From Zurich Insurance UK

Enterprise Strategy Group Principal Analyst, Networking, Jim Frey, Presents: 

The scope of Generative’s AI impact is immense, touching every part of IT – even networking. GenAI and automation are fast becoming essential for infrastructure teams to build and operate the agile networks needed to meet the complex, hybrid connectivity needs of AI-enabled business. This session will reveal the ways in which GenAI and other forms of AI and automation are being applied across the networking lifecycle, highlighting where true progress is being made and where promises are still ahead of reality.

The Progress of GenAI in the Networking Lifecycle

Enterprise Strategy Group Principal Analyst, Data Analytics & AI, Mike Leone Presents: 

The meteoric rise of generative AI has sparked a surge of AI challenges that organizations must overcome to ensure greater levels of trust in the underlying technology and its outputs. Recent Enterprise Strategy Research highlights that while 78% of people are using generative AI for personal use like boosting productivity or improving efficiency, just 36% of organizations have policies in place to limit usage. The lack of organizational action to minimize issues like potential biases, legal liability, unknowingly sharing intellectual property, and more is leading organizations down a path of potential disaster. Uncover the potential shortcomings and challenges organizations face, as well as issues already encountered due to a lack of action being taken by business teams.

Evaluating the Pillars of Responsible AI

Enterprise Strategy Group Principal Analyst Dave Gruber Presents: 

Security professionals claim that increasing security operations difficulty is driven by the sophisticated and evolving threat landscape, a growing attack surface, and a rising volume of security alerts. Trained large language models (LLMs) and generative AI have the potential to help cybersecurity teams analyze and prioritize decisions in each of these areas, mitigating cyber-risk. Uncover how organizations are using AI technologies today and whether these technologies have met expectations.

Securing GenAI Within Your Organization, While Gaining Leverage Using It

Enterprise Strategy Group Senior Analyst, Data Protection, Ops & Sustainability, Jon Brown Presents: 

Generative AI is rapidly transforming technology and business strategies. According to recent Enterprise Strategy Group research, 85% of organizations are actively using, planning to use, or considering generative AI across many of their functional areas, including IT operations. This session will explore current use cases for generative AI in IT operations, how AI is impacting the selection and use of IT operations tools, customer sentiment about desired outcomes and expected challenges related to AI adoption, key stakeholders influencing purchasing decisions, functional requirements, business and technology drivers, tool consolidation plans, and more.

The Impact of GenAI in IT Operations

In today's data-driven environment, enhancing data management requires a comprehensive approach that integrates forward-looking data governance and strategic data usage. By adopting integrated data governance strategies, organizations can ensure that data is not only compliant with regulations but also aligned with business objectives. Effective data governance promotes data quality, security, and accessibility, facilitating better decision-making processes. Moreover, strategic data usage encompasses the intelligent application of data insights to drive business growth, optimize operations, and maintain a competitive edge. Together, these strategies create a robust framework for managing data throughout its lifecycle, ensuring that it remains a valuable asset to the organization.

Optimizing efficiency through the implementation of data reduction techniques further enhances data management by addressing storage and operational cost challenges. Data reduction techniques, such as deduplication, compression, and tiered storage, significantly minimize the amount of data that needs to be stored and processed. This not only reduces the required storage capacity but also decreases associated costs, such as energy consumption and hardware maintenance. By leveraging these techniques, organizations can maintain high-performance data systems while managing their resources more effectively. Consequently, the combined approach of integrated data governance and data reduction techniques paves the way for a streamlined, cost-effective, and sustainable data management strategy.

To learn more about these innovative governance strategies and data management best practices, tune into this webinar where data science director Efe Ogolo will show viewers how to leverage established frameworks to ensure their data governance initiatives are successful.

Improve Data Management With Forward Thinking Strategies

Everyone has been talking about cyber incidents and breaches! In today's digital age, they are at the forefront of business concerns. The risks to data security and business continuity are now recognized as enterprise-level threats, demanding increasing attention from the Board of Directors. At the intersection of cybersecurity and operational disruption lies the critical need for comprehensive cyber incident response planning. 

This fireside chat will explore the multifaceted approach required to enhance an organization’s cybersecurity posture and achieve true cyber resilience. Key components include:
- Practicing good cyber hygiene – knowing your crown jewels and protecting them.
- Identity and access management.
- Identifying vulnerabilities and remediating them while looking out for emerging threats.
- Timely patching.
- Data security - confidentiality, integrity and availability.
- Governance risk and compliance management,
- Policies and standards.
- Training and awareness.

Discussion questions that’ll be explored in the presentation include: 
- How does disruption impact the business and its customers? 
- How can organizations build a strong resilience program? (Hint: there are 5 key steps) 
- What does the Board need to know when it comes to building resilience? 
- Are there any tools, frameworks and practices that can be leveraged at the Board level to facilitate strategic conversations?
- And more 

Attend this presentation to delve into these essential elements and gain insights to help you strengthen your organization's cyber resilience and ensure seamless business continuity in the face of cyber threats.

Understanding Resilience: A Board Level Concern

In an era where data is the cornerstone of strategic decision-making and business operations, ensuring its protection is paramount for C-suite leaders. This virtual webinar will provide an in-depth exploration of essential strategies and trends in data protection. 

Led by Shawnequa Albert, HR Director at KNZ Solutions, this session is designed to equip executives with the knowledge and tools necessary to safeguard their organizations against data breaches and cyber threats while fostering a culture of trust and compliance.

Not Your Ordinary Toolkit: An Essential Data Protection Toolkit for the C-Suite

Protecting data of all kinds from loss, theft or damage is an essential part of a data management strategy. When identifying risks to data, a key action is to perform a data protection impact assessment (DPIA). In addition to being a requirement by the EU General Data Protection Regulation (GDPR), a DPIA protects critical data from threats and identifies potential vulnerabilities. 

This session describes a DPIA, why it is important, and how to perform one.

How to Perform a Data Protection Impact Assessment

Businesses, regulators and the public are more than ever focused on the security and reliability of our digital assets. Data loss can lead to financial setbacks, legal issues, and harm to an organization's reputation. Implementing a robust data loss prevention (DLP) policy is crucial for safeguarding sensitive information while enabling innovation. This presentation outlines a seven-step approach to creating an effective DLP policy.

Choosing the right DLP tools and making a compelling business case to secure buy-in from leadership are essential steps in the process. Testing policies, preparing for incidents, and continuous monitoring are also critical components of a successful DLP program.

By following these seven steps, organizations can proactively protect their data assets while fostering a culture of security and agility. Tune into this informative talk to learn both common pitfalls to avoid and best practices for implementing and managing DLP policies in dynamic business environments.

7 Steps to Create a Data Loss Prevention Policy

In the age of AI, data protection is more critical than ever. While AI tools offer incredible potential for safeguarding information, they can also introduce significant risks when employees lack clear guidance on their use. This session will explore the dual nature of AI in data security, emphasizing how uninformed or misdirected use by employees can lead to severe vulnerabilities.

We'll examine real-world cases illustrating the pitfalls of embracing new technologies without proper oversight. On the flip side, we'll highlight how well-informed employees can leverage AI to bolster data defenses effectively. Learn how to implement practical guidelines and best practices that empower your workforce to use AI responsibly, transforming potential risks into powerful security assets. 

Join us to understand the critical balance between embracing innovation, leverage your workforce cyber-self defense and maintaining a robust data protection.

The Double-Edged Sword: AI and Employee Awareness in Data Protection

In this presentation, we will start by exploring the history of Data Loss Prevention (DLP) and why it was such a significant challenge in the past. We will explain what has changed and then define DLP, outlining its main purpose and highlighting the essential role it plays in protecting sensitive information within organizations. We will discuss key elements of modern DLP, including data identification, data monitoring, and data protection techniques such as encryption, masking, and tokenization.

Next, we'll explore the latest trends in DLP, such as the significance of cloud DLP, the integration of AI and machine learning, and the importance of seamless integration with other security tools. We'll provide guidelines for effective data protection, including the development of robust data protection policies, the importance of employee training, and the necessity of regular security audits.

We will address common challenges in implementing DLP, such as complexity, cost, and the need to keep up with changing data protection regulations. Case studies will be presented, showcasing examples of companies that have successfully implemented DLP, highlighting their strategies and lessons learned from their experiences.

The future outlook of DLP will be discussed, covering emerging technologies and the evolving threat landscape, and how organizations can a

What attendees will learn:
- Understand the key components and strategies of modern Data Loss Prevention (DLP) and data protection techniques.
- Gain insights into the latest trends and best practices for safeguarding data, including AI integration and cloud security.
- Learn from real-world case studies and explore the future of DLP in the face of evolving threats and technological advancements

Safeguarding Data in the Digital Age: Modern DLP and Protection Strategies

In the dynamic landscape of modern business, strategic decisions hinge on foresight and adaptability. Predictive analytics is critical to this, allowing us to build pathways to informed decision-making through data-driven insights.  

GenAI introduces a paradigm shift, augmenting traditional predictive models with advanced techniques such as deep learning and natural language processing. This integration not only enhances predictive accuracy but also uncovers hidden insights, accelerating decision-making processes and shaping the future of business intelligence. 

However, the promise lies does not come without challenges. Ethical considerations and technical complexities abound as organizations navigate the integration of GenAI into predictive analytics workflows.  

In this session, Efe Ogolo (Director of DS & Analytics at Sago Mini) discusses the transformative potential of GenAI-powered predictive analytics and shares strategies for overcoming challenges to harness its full potential. 

Topics for discussion include: 
- Understand the significance of predictive analytics in modern business strategies. 
- Explore the transformative potential of integrating generative AI into predictive analytics workflows. 
- Identify the challenges associated with implementing and scaling GenAI-enhanced predictive analytics. 
- Strategies for mitigating ethical concerns and algorithmic biases in AI-driven predictive modeling. 
- Recognize the importance of interdisciplinary collaboration and skill development in maximizing the benefits of GenAI in predictive analytics.

GenAI-Enhanced Predictive Analytics: Unlock Advanced Strategic Insights

Elevating Customer Experiences to Create Impact

In the increasingly competitive, digital world of business, customer centricity is no longer a nice-to-have. With access to growing amounts of customer data and real-time insights about market trends, businesses are more able than ever to understand behavior, anticipate need and personalize their interactions with clients across all touchpoints. 

Nonetheless, many organizations lack the data literacy, technical know-how and cultural mindsets required to facilitate customer centric innovation. In this session, join Trish Wethman, Chief Customer Officer of Best Egg as she explores the strategies her organization deployed to grow and evolve during the pandemic and beyond, and the careful balance of advocating for the customer and driving business outcomes. 

Topics for discussion include:
- Understand the value of customer centric innovation.
- Identify insights and tech that will empower a shift towards customer-first operations.
- Navigate the inherent challenges involved in deploying customer-centric innovation.
- Unlock future-proof growth and longevity by empowering teams across the organization to embrace more agile, insight-driven ways of working
- And more...

About the speaker 
Trish is a CX and innovation expert with 15 years of experience driving customer focus across various industries, such as insurance, pharmaceutical distribution and financial services. As Chief Customer Officer at Best Egg, she leads a team of research and VOC experts working on Consumer Insights and Innovation capabilities for the fintech. Trish believes in building a solid connection between the people in the organization and the customers they serve. She is committed to ensuring that Best Egg's culture and strategy are powered by empathy and consumer centricity.

The Road to CX Excellence: Navigating Customer-Centric Innovation

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