Name: Overcoming Resistance to Change in the Face of Transforming Customer Services
Start: 2024-09-11T08:00:00Z
End: 2024-09-11T08:00:45.000Z
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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Web application environments are more complex than ever. Many span multiple clouds, often include containers, are connected via APIs, and delivered via CDNs. While exploits against known vulnerabilities remain common, advanced campaigns use a variety of tactics to compromise web applications. An abundance of tools claiming to address these challenges has left many security teams unclear as to where to focus their attention. On top of this, security teams are worried about how to address increased usage of genAI in development, and attacks that leverage AI. Join John Grady and Melinda Marks as they discuss recent research on the application protection market and modern application security to help security teams solve the challenges they face.

Trends in Application Security and Increasing AI Adoption

Generative AI (GenAI) could contribute $2.6 trillion to $4.4 trillion annually to the global economy according to consulting firm McKinsey, but achieving business goals requires using GenAI in a trustworthy and secure manner. As enterprise business units pour resources to drive innovation, security teams need to avoid compliance violations and data loss. Security for GenAI is a many-layered cake requiring security teams to consider everything from the (sensitive) data informing the model to prompt responses that might result in (sensitive) data exfiltration. Join Todd Thiemann as he discusses recent research on data resilience and data loss prevention in the context of GenAI.

Data Security & GenAI Infrastructure: Facilitating Innovation While Avoiding Compromises

The introduction of AI has created an imperative for the transformation of virtually every business system. This means every aspect of apps and infrastructure are in transition, leaving security pros to react to a massively changing attack surface. How will security teams respond? Where are security leaders focusing first? How will security strategies need to change to respond to this critical transformation? Join Dave Gruber, Principal Analyst, Enterprise Strategy Group as he shares a fresh industry perspective and data from his recent research on this topic.

AI-led Security Operations Strategies: Are You Keeping Up?

Cybersecurity has traditionally focused on identifying, analyzing, and mitigating vulnerabilities. However, as attackers evolve, including utilizing AI, the world of vulnerability management must undergo a massive transformation. This presentation will explore how AI-powered systems can reshape each facet of cyber risk and vulnerability management, improving both defensive capabilities and hacker tactics. This webinar will teach you the innovations driving this new approach, the emerging threats resulting from AI-enhanced attacks, and the future of risk management in an AI-driven world.

The Future of Security Risk - Security Vulnerabilities in the AI Era

Organizations are confronted with evolving database requirements crucial for harnessing AI's full potential, including generative AI. And customers are recognizing the powerful potential of building using their own enterprise data. As AI technologies advance, traditional databases often fall short in addressing the demands associated with AI to handle scalability, flexibility, and real-time data processing that can help extract the most valuable data insights that drive the businesses forward. 

In this talk, Steve Catanzano will explore how AI has forced the reshaping of data management constructs like mission-critical databases, and the desire to apply new tools such as Vector and RAG to build a trusted foundation needed to create new solutions driven by data and AI.

Rethinking Database Requirements in the Age of AI

Generative AI promises to make customer service staff, including contact center agents, more productive, creative, and less likely to quit. Contact centers, as a particular arena of customer service, employ millions around the world but has a notoriously high turnover rate. It follows then that companies and other organizations face an ongoing challenge of recruiting, developing, and retaining customer service employees. Research shows an overwhelming majority of organizations believe generative AI tools have the potential to improve customer service operations, and most customer service workers remain positive, if not extremely positive, about the usage of AI. 

Join Brian McKenna to find out how organizations can raise the strategic level of their customer service and experience programs, how they need to intensify their focus on the critical area of customer data security, and how they can harness AI, generative and traditional, to better achieve these business goals.

The Impact of GenAI on the Evolution of Customer Service Technologies

Understanding and applying generative AI requires a deep technical knowledge base, and many organizations struggle to keep pace with the dynamic market. Which model is best for our use case? How can we incorporate our own data? How can we get started with responsible AI? Moreover, implementing and scaling GenAI solutions demands substantial computational resources and robust IT infrastructure. These factors coupled with the need to comply with data privacy regulations and AI ethics norms are creating a troubling scenario for organizations that want to leverage this powerful technology but need help getting started and eventually scaling its use within the business. 

Knowing many organizations rely on partners to bridge skill gaps and navigate the intricacies of GenAI development, join Mike Leone as he highlights his latest research study on the growing partner ecosystem and its crucial role in supporting GenAI, especially as organizations rapidly ramp up initiatives.

Navigating the Generative AI Partner and Alliance Landscape

Generative AI has taken the world by storm since OpenAI introduced ChatGPT in late 2022, and it is widely considered one of the most potentially transformative technologies in many years. However, GenAI technology and its ecosystem are evolving quickly, and many organizations are struggling to stay abreast of the constantly changing landscape. 

As this nascent market emerges, organizations continue to seek guidance to help steer their deployments, asking: What are the emerging best practices? Which use cases are prevailing? How mature is the market and how is this maturity defined? Is it best to build, buy, or partner? The ever-evolving nature of the answers to these questions creates a complex scenario for organizations that want to leverage GenAI technology. Join Mark Beccue as he discusses recent research on the State of the Generative AI market.

The State of the Generative AI Market: Widespread Transformation Continues

In the current landscape, businesses face numerous challenges, including the proliferation of digital environments, applications, services, and data. These factors contribute to increased complexity and operational costs. 

Traditional IT operations, characterized by manual processes and siloed systems, are now struggling to keep up with modern business demands. This has led to inefficiencies, slow response times, and inconsistent performance. This talk will explore the evolution of IT operations over the past few decades, highlighting the shift from simpler, less interconnected systems to the complex digital environments we see today. 

 Join KFC's Manager of Business Intelligence Farid Sheikhi as he delves into these challenges and discusses their impact on business performance and agility, emphasizing the need for modern approaches to IT operations.

Transforming Legacy IT Operations for Modern Business

Imagine a world where your customers are your biggest fans, and your employees rave about their IT Operations Department. It's not a dream, it's within your reach!

We think our customers want 100% availability of business-critical services, but they expect all their devices and services to work seamlessly.
We don’t give it to them because it takes all our resources to support infrastructure and services. This leaves them suffering with reactive support, waiting for devices to fail and then logging an incident to get support…waiting…waiting…waiting.

AI as a strategy removes the resource constraint. AI enables us to shift our focus by using automation to manage, prevent, and correct technical issues. From cyber attacks to daily maintenance, tools using AI enable even small operations departments to do it all, transforming the employee and customer experience.

This webinar will offer ideas, tips, and tricks for using AI to transform the support experience, including the tools available and the effort required to use them. The good news is that many of the tools are already in your enterprise but not used to their fullest capabilities.

"AI" Spells Operational Excellence

Artificial intelligence for IT operations (AIOps) is transforming the way businesses manage and optimize their technology environments. This presentation explores the critical role of explainable AI (XAI) in the strategic deployment of AIOps solutions. While AIOps leverages machine learning to automate and enhance IT operations, the complexity of these models often creates a barrier to understanding and trust for decision-makers. Explainable AI bridges this gap by providing transparency into how AIOps systems make predictions and decisions.

This session will demystify key AIOps processes, highlighting the importance of XAI for stakeholders who require insights into model outputs to ensure reliability, accountability, and ethical governance. Through real-world use cases, we will examine how XAI fosters informed decision-making, risk management, and better collaboration between technical teams and business leaders. Additionally, we will discuss the strategic advantages of adopting XAI, including increased trust, regulatory compliance, and improved operational outcomes.

Demystifying AIOps: The Role of Explainable AI in Strategic Implementation

In the rapidly evolving world of IT operations, staying ahead of potential issues is crucial for maintaining system performance and minimizing downtime. This session, "Optimizing IT Operations: AIOps Strategies for Proactive Issue Resolution," brings together industry experts Cass Cooper, Monika Mital, and Gareth Edward Jones to explore how artificial intelligence for IT Operations (AIOps) can transform your IT environment.

Key topics include:
- Implementing AIOps for real-time monitoring and issue detection.
- Leveraging machine learning to predict and prevent system failures.
- Enhancing incident response times with automated resolution techniques.
- Best practices for integrating AIOps into existing IT workflows.
- And more.

Join us to discover how AIOps can empower your IT team to move from a reactive to a proactive stance, enabling smoother operations, improved system reliability, and a more resilient IT infrastructure.

Optimizing IT Operations: AIOps Strategies for Proactive Issue Resolution

Data breaches and privacy concerns are an increasingly important issue for organizations of all sizes, public and private. As a result, leaders are finding they need to rethink how they manage and protect sensitive information. 

This presentation looks at new, transformative trends in automation for data management which, in addition to being more efficient, can support data privacy and security. Industry thought leader Donald Farmer will explore the limitations of manual data handling and how automation can mitigate risks associated with human error, poor performance, and inconsistencies. You will learn about cutting-edge automated solutions that enable real-time monitoring, access control, and regulatory compliance. 

By adopting an automated approach - even just starting out on this path - organizations can not only safeguard their data assets but also build trust with customers and stakeholders.

It’s an important topic and one which will resonate with every data manager concerned with security and privacy.

Automating Data Management to Secure Data and Build Trust

In this session, you'll learn how to create a colaunch ready campaign calendar that sets the stage for a successful market entry. We will guide you through the essential steps to plan and execute a seamless co-launch campaign, ensuring alignment with your strategic goals and maximizing the impact of your partnership with Microsoft.

Ready, Set, Launch: How to Design Your Colaunch-Ready Campaign Calendar

Colaunch focused marketing campaigns have become a critical strategy for companies aiming to accelerate their market entry with Microsoft to drive growth. This session delves into the essential elements of building a robust Go-To-Market (GTM) momentum through effective co-launch campaigns. Attendees will learn the importance of developing a co-launch campaign marketing blueprint that aligns with their strategic goals.

What's in It for You:
Gain a Strategic Blueprint: Learn how to create a co-launch campaign marketing blueprint that aligns with your business goals and accelerates market entry.
Leverage Microsoft's Resources: Discover how to effectively find and integrate Microsoft’s campaigns and resources to amplify your Go-To-Market efforts.
Learn from Success Stories: Explore real-world case studies and examples of successful co-launches to understand best practices and key success factors.
Navigate Challenges: Identify and overcome common obstacles, myths, and pitfalls in co-launch campaigns to ensure a smoother execution and better results.
Enhance Market Entry Strategies: Equip your team with actionable insights and tools to drive growth and sustain success in collaboration with Microsoft.

Top 3 Dilemmas Addressed:
Aligning Strategic Goals with Co-launch Campaigns: How to ensure your co-launch campaign is aligned with both your company’s strategic objectives and Microsoft's ecosystem.
Maximizing Microsoft's Resources: Understanding how to effectively utilize Microsoft's campaigns, resources, and tools to amplify your GTM impact.
Overcoming Common Obstacles: Addressing the myths, misconceptions, and common challenges that can hinder the success of co-launch campaigns and how to navigate them.


This session is designed for CMOs, CEOs, and CTOs within the Microsoft ecosystem who are seeking to enhance their market entry strategies and achieve sustained success in collaboration with Microsoft.

Building Momentum: How to create Colaunch Campaigns for Market Entry

Join us for an insightful session on developing a robust Cosell GTM Campaign strategy. This webinar will give you practical guidance on navigating colaunches, creating a successful GTM campaigns, auditing your colaunch campaign marketing system, and architecting a comprehensive execution plan with Microsoft. 
Learn how to leverage the full potential of the Microsoft ecosystem and take actionable steps to accelerate your business growth. Register today to unlock the secrets of successful cosell campaigns and maximize your market presence.
What We’ll Cover:
Understanding Colaunches
Crafting GTM campaign for Colaunches
How to audit Colaunch Marketing System
How to architect your colaunch execution plan with Microsoft

Blueprint for Colaunches: Crafting Your Cosell GTM Campaign Strategy with Microsoft

What metrics and frameworks can businesses use to measure the return on investment (ROI) and overall business impact of adopting Low Code/No Code solutions? 

In this panel discussion, Michelle Pruitt, TEDx and keynote speaker, Dee Dee Walsh, developer marketing and business development leader, and Kathy Durfee, cloud cybersecurity and AI expert will explore how organizations can effectively evaluate these technologies through various lenses, including: cost savings, time to market, employee productivity, and more. 

Gain insights to help you make more informed decisions and maximize the benefits of Low Code/No Code platforms.

Measuring ROI and Business Impact of Low Code/No Code Solutions

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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Identifying and Countering AI Threats in a New Era of Cybercrime

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

Elevating Customer Experiences to Create Impact

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

Customer Service

Change Management

Management

Transformation

Customer Experience

Customer Engagement

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Overcoming Resistance to Change in the Face of Transforming Customer Services

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