Webinars

Webinars

  • Observability without AIOps is just Noise

    Over the past several years you have likely adopted (or planned to adopt) an observability strategy. As you dig into the Metrics, Logs, and Traces (and maybe Events too), you may have realized that increasing amounts of data don't necessarily make your problems go away. Tune in to hear from Moogsoft CTO, Richard Whitehead and Director of Product Marketing, Kai Rostcheck for a conversation on how to extend Observability into AIOps for a single-pane-of-glass, and the benefits of less noise, fewer incidents, proactive detection, more meaningful insights, and improved automation of your incident management process. The session will cover: - The Evolution of Observability - Common Challenges with Observability - AIOps: What Is It and Where Does It Fit In? - Key Use Cases of AIOps with Observability - Q&A Presenter Bios: Richard Whitehead, CTO Richard Whitehead serves as CTO at Moogsoft. With more than two decades of industry experience Richard previously served as VP of Strategic Technologies at Micromuse (MUSE/IBM) where he was responsible for identifying strategic markets, partnerships and product research, and was instrumental in bringing Netcool (IBM Tivoli Netcool) to market. Kai Rostcheck, Director of Product Marketing Kai enjoys solving puzzles and connecting ideas. He’s spent his career enabling technical solutions for large enterprise environments, and is weirdly fascinated with the elegance of AIOps - turning disparate data into something meaningful, to help people do their jobs better. Kai values both the technical and human sides of User Experience and enjoys personal growth through global travel. Read More

  • Observability- From code to cloud

    Enterprise Strategy Group conducted an in-depth survey of 357 IT, DevOps, and application development professionals to understand the current state, challenges, and opportunities in observability and found: 1. There is near-universal pressure on organizations to accelerate operations. 2. As observability practices expand, complexity and tool sprawl increase. 3. AIOps and cloud cost optimization tools burgeon to accelerate IT and DevOps. In this engaging research-based presentation, Enterprise Strategy Group (ESG) Lead Analyst for Observability, Sustainability, and IT Operations will give an overview of the current state of adoption and explore the three major themes that are impacting how organizations adopt, deploy, and use Observability tools today. Use this information to benchmark your own observability practice and to learn best practices that organizations use to get the most value from their observability investments. Read More

  • Observability: The secret sauce of enterprise reliability

    Observability is the buzzword in the IT industry helping businesses achieve the holy grail of enterprise reliability. By providing a holistic view of system performance, observability tools help organizations monitor, troubleshoot, and optimize their cloud-native environments to deliver exceptional customer and user experiences. However, implementing observability is not without its challenges. From navigating a complex web of tools to avoiding vendor lock-in, organizations need to make smart choices to avoid costly mistakes and maximize the benefits of observability. In this presentation, join Tosin Olapade (Head of Enterprise Observability and Availability at Sterling Bank) as he discusses how observability is shaping the future of enterprise reliability. Join the session to explore: - The common challenges of implementing observability in complex, distributed systems. - Best practices for selecting and integrating observability tools into your tech stack. - How to overcome cultural resistance and encourage collaboration between teams to maximize the benefits of observability. - And more... Read More

  • Optimizing customer experience with AI

    While customer experience (CX) seems easy to define at first glance, in practice, it's difficult to capture how a customer truly feels, thinks, and reacts during these encounters. AI helps organizations overcome this problem, allowing them to quickly and accurately analyze customers’ cognitive, affective, sensory and behavioral responses. To effectively leverage, teams need to understand all the touchpoints throughout the customer journey, from pre- to post-purchase. By breaking down CX into smaller "micro" interactions, brands can gain valuable insights into their customers' needs and preferences, allowing them to personalize the customer experience and ultimately build loyalty. AI techniques like machine learning, deep learning, and natural language processing can help brands interpret and analyze these micro-interactions in real-time. In this session, Dr. Sue Tripathi explores how AI can be harnessed to optimize the customer experience. Key takeaways include: - How to leverage AI to manage key aspects of customer encounters and use customer journey mapping to design better touchpoints. - Embedding the voice of the customer; quantify the cost of inaction, through real world examples - Strategies to comprehensively manage a customer's cross-channel exposure, interaction, and transaction with a product or service. - And more… Read More

  • What your customer wants and can’t tell you: The power of behavioral economics

    Behavioral economics examines how individuals make decisions and the various factors that influence those decisions. In recent years, it has gained significant attention in the business world, as companies seek to better understand and connect with their customers. By applying the principles of behavioral economics, businesses can develop more effective marketing strategies, improve customer experiences, and increase customer loyalty. In this presentation by Melina Palmer, author of the award-winning book "What Your Customer Wants and Can't Tell You," you'll learn about some core principles of behavioral economics and how they can be applied to business. Using her "behavioral baking" approach, you'll gain practical insights and strategies for better understanding customers' behavior and preferences. Key takeaways from this presentation include: - An understanding of some key principles of behavioral economics and how they apply to business. - Strategies for improving customer engagement and building stronger customer relationships. - Practical tips and techniques for applying the principles of behavioral economics in your work, using Melina's "behavioral baking" approach. - And more... Read More

  • Conversational support in an on-demand world with Virgin Mobile

    Happy customers or a high-performing support team? What if you didn't have to choose between one or the other--but, you could have both. Join us for this webinar with Maanie Jacobs, Integrated Contact Centre Manager at Virgin Mobile UAE, as we discuss how messaging-based conversational support can help companies provide a world-class personal customer experience to improve customer loyalty and build an efficient support team. Also, find out why Virgin Mobile UAE turned to conversational, messaging-based support to give customers the same speed, ease, and personal touch in support interactions that they've come to expect in an on-demand world. Read More

  • 5 vital changes that will bolster customer success

    Ask most consumers, and they can rattle off many poor experiences they have had while interacting with a business. Every one of these poor experiences would be better with technology that both empowers customers and assists agents. How do top-tier customer service organizations do it? What technologies and operational processes are crucial to their success? Metrigy interviewed and surveyed hundreds of organizations and end consumers to discern which technologies matter most. In this webinar, presented by Metrigy CEO and principal analyst Robin Gareiss, you’ll learn: - What value do customer insights bring to technology decisions? - How should you use AI today, and what should you plan for tomorrow? - What are the must-haves for a successful self-service strategy? - Which applications are supercharging agent productivity? Read More

  • How generative AI will transform contact center agent experiences

    The popular claim is that AI will augment, not replace, human contact center agents. Thus far, the reality has been neither. The overwhelming majority of customers continue to rely on agents for at least some support inquiries. Nearly 70% of these agents, moreover, are still spending too much time on the manual work AI was supposed to eliminate. Buzz over generative AI like ChatGPT, however, is spurring optimism that transformation is finally within reach. But what will this AI-driven transformation entail? What are the most valuable use cases? What is the ideal interplay between AI and human ingenuity? What are the biggest risk factors and potential pitfalls? In this webinar, CCW Digital Principal Analyst Brian Cantor will separate fact-from-fiction in revealing how AI will transform agent experiences – and the contact center at large. Topics include: - New thoughts on whether agents should be worried about AI taking their jobs. - The new standard for humanity in today’s CX - and the role AI plays in delivering it. - Top “pain points” that generative AI can solve right now. - Redefining the agent role to improve performance and boost employee retention. - Mistakes that can derail your AI investments. Read More

  • Realizing digital transformation via disruptive experience design

    The marketplace is in a constant state of flux, with new products and services becoming commoditized and shifting consumer expectations. For organisations, the challenge is to find new ways of standing out amidst the competition and delivering experiences that are emotionally resonant to customers, employees, and partners. Increasingly, the secret sauce is found in delivering digital experiences that provide real-time or near-real-time value. In this era of disruption, while some organizations are boldly disrupting the status quo, others risk being left behind. In response to this disruption, leading IT organizations have elevated their role from service provider to business partner with a focus on delivering compelling customer experiences. Increasingly, IT leaders are collaborating with cross-functional partners to assess and evolve business capabilities to meet consumer expectations and leave lasting impact. So how exactly should organizations go about doing this? Join Karan Thaker (Lead Strategist, Experience Strategy & Service Design, Northwestern Mutual) for this presentation as he discusses: - How to move from being capability-led to experience-led. - Strategies for leveraging experience design to disrupt the status quo. - How to spot and avoid the common pitfalls. - And more.... Read More

  • Contact centre- Tactical necessity or strategic advantage?

    Historically, contact centres have been seen as a necessary function to handle customers’ queries and complaints. Increasingly, brands recognise that incorporating these centres into the overall business strategy is a key enabler to deliver outstanding customer experiences. This can be an advantage over competitors, who still hold a transactional viewpoint. In order to turn your contact centre into a strategic advantage, a deliberate and proactive approach is required to “give” this function a proper role in driving the end-to-end, omni-channel customer experience. This includes setting it up with the right technology and functional capabilities to perform this important role. In this session, we will explore: - Why the contact centre needs to have a central role in the business strategy. - The benefits of close alignment with the Sales and Marketing roadmaps. - How fast-paced cloud technology deployments can pose a risk to a centre’s success. - The operational impacts to consider as the centre evolves from transactional to strategic. Read More