EDT: 10:00 a.m. | PDT: 7:00 a.m. | BST: 15:00 Due to the increasing complexity of consumer interactions, customer service organizations need a complex set of applications to support customer engagement across a growing mix of agent-assisted and self-service channels. In this unique panel discussion style webinar, Principal Executive Advisor Pete Slease will moderate a conversation with Gartner Research Directors Jim Davies and Nadine LeBlanc on emerging trends in customer service and support technology. Our aim is to help you navigate the waters of customer service applications in order to select the best technologies and vendors to meet your customers' needs. During this session, you can also ask the panelists your questions on this topic.
EDT: 11:00 a.m. | PDT: 8:00 a.m. | BST: 16:00 Superior customer experience is one of the few remaining means of sustainable competitive differentiation. Face-to-face and voice interactions with customers are being steadily replaced by digital channels. As a result, the role of IT has become increasingly important in customer communication. This session lays out a strategy roadmap based on best practices. Join us to learn how to implement superior customer experience and achieve competitive differentiation.
EDT: 10:00 a.m. | PDT: 7:00 a.m. | BST: 15:00 Just a small percent of workers in the US and UK want an artificial intelligence (AI) system as their co-worker or manager. What the workforce actually desires is for AI to be their helper: to make them look smarter and allow time for interesting tasks. They don't want to work for AI; they want AI to work for them. As coding gives way to AI training, IT is set to become the HR department for robots. What would a "robot resources" department do and how would that differ from the way IT normally evaluates, configure, and deploys technology? In this webinar, we explore how to position AI, robots, and automation as helpers. We envision a center of excellence modeled on HR that treats them as new employees rather than interlopers stealing jobs.
EDT: 10:00 a.m. | PDT: 7:00 a.m. | BST: 15:00 Processes for preparing data, analyzing data, building advanced analytics models, interpreting results and telling stories with data remain manual and prone to bias. The problem compounds as data volumes increase and become more complex, making it difficult to determine the most relevant, accurate and actionable findings. A new paradigm, augmented analytics, has emerged. Central to this development is machine-learning automation to augment human intelligence and contextual awareness by transforming how we create, interpret and share analytics. In this webinar, we discuss the impact of augment analytics and how you can plan for this disruption. You will learn how augmented analytics is crucial for unbiased, timely and accurate decisions and actions.
EDT: 2:00 p.m. | PDT: 11:00 a.m. | BST: 19:00 This webinar introduces the Gartner 2018 Hype Cycle Report. Hype cycles provide visual representation of the maturity and adoption of technologies and applications and how they will evolve over time. We review why hype cycles are important and how they impact your planning and innovation efforts. We examine key themes as well as what's hot and what's not playing out over the coming year. We finish by demonstrating how to create your own hype cycles and how to use them in your organization.
EDT: 10:00 a.m. | PDT: 7:00 a.m. | GMT: 14:00 RPA offerings are experiencing triple digit growth rates. Organizations of all sizes in a variety of industries In this session, we discuss the RPA journey starting with where these offerings fit into your enterprise automation strategy and when you should apply these technologies. We also present the key success factors for signing contracts, using service providers, applying governance and establishing centers of excellence. And finally, a look at what the future holds how automation will change the value proposition in all organizations.
EDT: 10:00 a.m. | PDT: 7:00 a.m. | BST: 15:00 Many have embraced self-service data and analytics, but the success of implementations varies. This webinar will provide best practices and lessons learned to evolve your approach in a way that facilitates self-service at scale and eliminates self-serving methods.
EDT: 10:00 a.m. | PDT: 7:00 a.m. | BST: 15:00 Business intelligence (BI) and analytics platforms continue to evolve by offering more sophisticated analytics capabilities to a broader range of users, with easier and more automated self-service capabilities. Join us as we discuss the analytics platform journey from reporting to natural language processing, from interactive visualization to augmented analytics, and from forecasting to automated predictive modelling. In this webinar, you will walk away with an understanding of how to evolve your analytics platform to impact your business.
Today's customer is no longer loyal to individual channels when engaging with companies. Instead, customers frequently move from channel-to-channel and device-to-device to communicate. To deliver a strong relationship and customer experience, it's critical that data points across channels and devices be linked into a single, unified, meaningful journey. Customer journey analytics aims to solve this challenge, but it's not easy. Watch this webinar for best practices and guidance on creating a customer journey analytics program and customer journey maps.
A digital business technology platform is built, not bought. This webinar reviews the Gartner strategic roadmap to architect a digital business platform. This insight will help you modernize your application infrastructure by implementing a multi-grained mesh app and service architecture (MASA) while pairing it with a pervasive, enterprise-wide integration competency.