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Published By: Zendesk Ltd     Published Date: Sep 11, 2018
Customers have caught on that support interactions are getting better. When they reach out, they’ve come to expect an instant response that says “we’re here for you”. When they want information, it’s expected to be accurate, up-to-date, and easily accessible. Essentially, they come to expect efficiency during support interactions. As a result, businesses are becoming more cognizant of their self- service offerings. Customers want to be left feeling empowered; it’s even better when they can do so on their own. Self-service saves time for agents, cuts down on organizational costs, and leaves the customer with a positive outlook of a brand. This eBook delves into how AI can enhance your customer self-service offerings with automatically-generated knowledge bases, content cues for your service agents, and chatbots.
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customer service, customer experience, artificial intelligence, chatbots, self-service
    
Zendesk Ltd
Published By: Google     Published Date: Aug 23, 2018
"In a recent global survey conducted on behalf of Google Cloud in association with MIT SMR Custom Studio, respondents were asked: over the last two years, how has your overall confidence in the security of cloud applications and infrastructure changed? The response showed that 74% of respondents have become more confident in cloud security. Read this report and learn more about the measures organizations are taking to manage security across cloud platforms."
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Google
Published By: Evariant     Published Date: Aug 22, 2018
Health systems that implement CRM-based engagement solutions stand to achieve significant strategic gains, from acquiring and retaining patients to supporting more positive clinical outcomes to increasing referrals to member providers and practices. Driven by easy access to rich consumer data and analytic profiling, as well as patient encounter histories, CRM-based engagement centers optimized for healthcare enable health system CSRs to quickly offer personalized responses to consumer or patient inquiries via multiple in- and outbound media, including telephone, email, social, and web.
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transforming, engagement, center, crm, health, systems
    
Evariant
Published By: Carbon Black     Published Date: Aug 21, 2018
Are you looking for a “sophisticated threat hunting product”? Find out why Forrester says this about our product and named us a leader in Endpoint Detection and Response. Download the complete Forrester Wave on Endpoint Detection and Response to see how Carbon Black is scored among its peers. The Forrester Wave evaluates solutions for: • - The strength of their current offering • - Their strategy and vision for the future • - Their market presence
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Carbon Black
Published By: Splunk     Published Date: Aug 21, 2018
SIEM (security information and event management) software offers a lot of promise, but legacy SIEMs simply can't keep up with the rate and sophistication of today's cyberattacks. Organizations today require access to analytics-driven SIEMs that combine a big data platform that is optimized for machine data with advanced analytics, threat detection, monitoring tools, incident response tools and multiple forms of threat intelligence. Download your complimentary copy of “The Six Essential Capabilities of an Analytics-Driven SIEM” and learn how to dramatically improve your security posture, advanced threat detection and incident response.
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Splunk
Published By: Qualtrics     Published Date: Aug 20, 2018
In today’s era of immediacy, consumers are more demanding than ever. To keep up with customer expectations, brands are starting to invest in Voice of the Customer (VoC) programs that employ a closed-loop process. Ask any CX, research, or marketing executive, and they will tell you that gone are the days when the customer marketing landscape was represented by a one-way dialogue for engaging prospects. Today, market leaders are shifting their listening and response mechanisms faster as VoC programs represent a huge opportunity for driving loyalty and increased sales. A recent study sponsored by American Express®—the American Express Global Customer Service Barometer—showed that U.S. consumers are twice as likely to tell others about a bad service than they are to share about a positive experience.¹
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Qualtrics
Published By: SafetyCulture     Published Date: Aug 14, 2018
Consistency and customer experience are key to quality and profitability in retail. Manual reporting processes can be unwieldy and time-consuming, but bringing together all compliance procedures under one digital platform means fast, consistent and easy-to-access performance data. Using real-time insights into best practice improves the reporting of quality control, stock loss prevention, inspection processes, logistics and more – saving time, increasing efficiency and boosting customer satisfaction. Benefits include better branding through monitoring rollouts with uploaded photos and videos, protection against shrinkage through improved inspection processes and audits, and clearer visibility of issues which means a speedier response.
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SafetyCulture
Published By: Dell Server     Published Date: Aug 07, 2018
Drive a competitive advantage. Deploy and analyse more high-value data workloads faster with a 41% increase in transactions per second and a 50% reduction in average query response time with the Dell EMC PowerEdge portfolio, powered by Intel® Xeon® Platinum processors.
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Dell Server
Published By: XpertHR     Published Date: Aug 02, 2018
When it comes to managing the risk of sexual harassment claims, today’s headlines and news stories make it abundantly clear that it’s not just what you’re doing today that may create risk—but what you’ve done, or haven’t done, in the past. XpertHR’s recent Sexual Harassment Survey revealed a wide range of responses from employers hoping to tackle the issue in 2018. New and vastly varying federal and state laws challenge HR professionals to remain on top of regulatory requirements related to policies, training and other compliance issues. XpertHR’s webinar, “Coming Soon: 50 States, 50 Sexual Harassment Training Laws,” will help you ensure you’re prepared, compliant and poised to act appropriately amid a growing number of regulations and continually emerging claims. Get tips from expert attorneys who will help you get up-to-date on: ? New training requirements for private sector employers in New York and varying requirements in other states ? Why high-quality harassment training i
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sexual harassment, compliance training, #metoo, harassment training, harassment claim, compliance, harassment, employee management
    
XpertHR
Published By: NAVEX Global     Published Date: Jul 31, 2018
The U.S. Foreign Corrupt Practices Act (FCPA), the U.K. Bribery Act (UKBA), Sapin II and many other Anti-Bribery and Corruption (ABC) laws and regulations around the world make it clear that bribery and corruption is prohibited, illegal and the source of fines, penalties, reputational damage, and in some cases criminal liability. This is particularly true when the bribes are offered to foreign government officials, especially by third parties. Use this document to identify when bribery and corruption activities are most likely to be occurring within your business. Next to each bribery and corruption ‘red flag’ we have provided some suggested responses and best practices an organisation can use to address these issues and minimize the risks for your business. You’ll learn: What procedures should I have in place for third party engagements? Are there particular red flags that indicate increased corruption risk? How should I respond to high-risk third-party red flags?
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NAVEX Global
Published By: SAP     Published Date: Jul 23, 2018
New market forces are creating unprecedented pressure for companies to move faster, with greater agility, and change in response to new threats and opportunities. Companies that are embracing a new approach built on Intelligent Cloud ERP are gaining valuable advantages — such as boosting profits, growing faster, entering new markets, and disrupting their industries. Learn how Intelligent Cloud ERP empowers you to leverage the opportunities presented by changes to how we work, collaborate and achieve success in this practical, actionable overview.
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SAP
Published By: Hewlett Packard Enterprise     Published Date: Jul 19, 2018
"The Enterprise Strategy Group put HPE SimpliVity hyperconverged infrastructure through its paces in a series of hands-on performance and stress tests simulating real-world configurations and load conditions. Read this report to learn how an HPE SimpliVity infrastructure: Ran nine workloads simultaneously, with an average response time across all applications of 3.9ms Showed little to no performance impact as a virtual controller, drive, and node were systematically failed on a two-node cluster."
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hyperconverged, infrastructure, simplivity
    
Hewlett Packard Enterprise
Published By: Genesys     Published Date: Jul 13, 2018
In today’s digital world, the messaging and texting that have become a prominent part of most people’s lives are a form of asynchronous messaging. These are a simple, convenient method of communication for people on the go, with varied time in response based upon intrigue and urgency. Asynchronous messaging has become so ingrained in consumers’ lives, an expectation has evolved that businesses should be able resolve issues just as quickly and easily, and on the customer’s timetable. To keep up with consumer expectations and offer differentiated customer experiences, there is a strong case for implementing capabilities where messages can be fielded by bots using artificial intelligence, with a human touch through skilled representatives, or a combination of both within the same conversation, without losing context. Download this white paper to learn about: • 6 benefits to asynchronous messaging in B2C customer experience and operations • Incorporating asynchronous messaging into your u
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Genesys
Published By: KPMG     Published Date: Jul 12, 2018
With disruptive ideas and technologies coming thick and fast, formulating a strategic response is critical to long-term survival. How can you prepare a strategy for success? Read this report to find out: • how established organisations are meeting the challenge from disruptors • what models they’re using to gain first-mover access to technology innovation • why designing an overall portfolio of disruption responses is key • how to navigate disruption successfully, with a clear four-step approach. Download the report now
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KPMG
Published By: KPMG     Published Date: Jul 10, 2018
With disruptive ideas and technologies coming thick and fast, formulating a strategic response is critical to long-term survival. How can you prepare a strategy for success? Read this report to find out: • how established organisations are meeting the challenge from disruptors • what models they’re using to gain first-mover access to technology innovation • why designing an overall portfolio of disruption responses is key • how to navigate disruption successfully, with a clear four-step approach.
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KPMG
Published By: KPMG     Published Date: Jul 10, 2018
With disruptive ideas and technologies coming thick and fast, formulating a strategic response is critical to long-term survival. How can you prepare a strategy for success? Read this report to find out: • how established organisations are meeting the challenge from disruptors • what models they’re using to gain first-mover access to technology innovation • why designing an overall portfolio of disruption responses is key • how to navigate disruption successfully, with a clear four-step approach.
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KPMG
Published By: Cylance     Published Date: Jul 02, 2018
SE Labs tested CylancePROTECT® in an offline environment against major threats that subsequently appeared in the wild. The test explores the product’s ability to prevent new threats from attacking endpoint systems successfully. CylancePROTECT contains technology designed to identify and block malware using what it claims to be an “artificial intelligence” (AI) model. This model can be updated over time. However, in this test we used the model created in May 2015 and did not permit further updates so that the software was unable to receive new models or edit the existing one. The test exposed systems protected by this older version of CylancePROTECT to very impactful threats discovered and reported widely after May 2015. In this way, the test shows to what extent the product was able to predict how future threats would appear. This “Predictive Advantage” (PA), the advantage that users of the product have against future adversaries, is presented in this report.
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malware, predictive, test, response
    
Cylance
Published By: Cylance     Published Date: Jul 02, 2018
Forrester Consulting was commissioned to conduct a Total Economic Impact™ (TEI) study to examine the potential return on investment (ROI) enterprises may realize by deploying Cylance's advanced threat protection solution, CylancePROTECT®, and its deployment and configuration services, ThreatZero™. The study aims to provide readers with a framework to evaluate the potential financial impact of CylancePROTECT and ThreatZero on their organizations, which will improve customer success with advanced cybersecurity and antivirus protection solutions. To better understand the benefits, costs, and risks associated with an investment in Cylance, Forrester interviewed the Chief Information Security Officer for a Large State County Government, who has used the solutions for over a year. Cylance provides a new-generation, predictive, cybersecurity, and malware prevention solution that leverages artificial intelligence to prevent malware from executing on endpoints in real time. This is usually implemented with ThreatZero, which is a continuous professional service program rendered by Cylance for users of CylancePROTECT. ThreatZero guides through the planning, implementation, integration, and ongoing optimization of the solution. This often includes end user education, training, and support to totally eliminate endpoint threats and incidents. With CylancePROTECT and ThreatZero, the organization was able to reduce security breaches to almost zero, catching malware before it ever gained access to public records. Relative to their previous endpoint protection, this significantly reduced costs from remediation/reimaging and incidence response. Additionally, IT and security employees’ productivity were boosted. Read more in the full TEI report.
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economic, cylance, roi, enterprises
    
Cylance
Published By: Cylance     Published Date: Jul 02, 2018
Fileless attacks surged in 2017, largely due to their ability to bypass traditional antivirus solutions. Last year was host to several fileless malware victories. OceanLotus Group infiltrated Asian corporations during Operation Cobalt Kitty, and conducted nearly six months of fileless operations before detection. Ransomware hall-of-famers Petya and WannaCry both implemented fileless techniques in their kill chains. Every major player in information security agrees that fileless attacks are difficult to stop, and the threats are growing worse. Abandoning files is a logical and tactical response to traditional AV solutions which have overcommitted to file-intensive and signature-based blacklists. What can security solutions offer when there are no infected files to detect? How will a blacklist stop an aggressor that only uses legitimate system resources? The security landscape is changing and the divide between traditional AV products and next-generation security solutions is growing wider by the day. Cylance® has built a reputation on security driven by artificial intelligence and provides a frontline defense against fileless malware. This document details how Cylance protects organizations.
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malware, predictive, test, response
    
Cylance
Published By: IBM     Published Date: Jun 25, 2018
Recognizing the shift to a subscription business model required real-time customer support, Autodesk turned to IBM technology to enhance its customer experience. Using Watson Assistant, Autodesk developed a virtual agent to interact with customers, applying natural language processing (NLP) and deep learning techniques to recognize and extract the intent, context and meaning behind inquiries. Quickly resolving easy customer concerns, Watson Assistant is supporting 100,000 conversations per month, with response times 99% faster than before and leading to a 10-point increase in customer satisfaction levels for Autodesk. Find out how Watson Assistant can accelerate your customer support experience. Click here to find out more about how embedding IBM technologies can accelerate your solutions’ time to market.
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IBM
Published By: LogRhythm     Published Date: Jun 19, 2018
Security and risk management leaders are implementing and expanding SIEM to improve early targeted attack detection and response. Advanced users seek SIEM with advanced profiling, analytics and response features.
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siem, gartner, magic, quadrant, analytics
    
LogRhythm
Published By: Dassault Systèmes     Published Date: Jun 19, 2018
Dassault Systèmes' has been named by Gartner, Inc. as a “Leader” in its 2017 Magic Quadrant for Manufacturing Execution Systems. 2017 is the first year for the Gartner Magic Quadrant for MES, which specifically covered the MES market, including MOM applications. Because of our position as a Leader in the Gartner Magic Quadrant we believe it confirms the positive response we are receiving on our vision and ability to execute the transformation of manufacturing. We also believe we are being recognized for our unique and holistic approach to MOM / MES and the greater transformative value that digital continuity with DELMIA has across manufacturing engineering, manufacturing operations and the supply chain. DELMIA® Manufacturing Operations Management solutions transform global production operations to achieve and sustain operational excellence. This is accomplished through digital continuity, a shared digital landscape connecting all stakeholders to improve visibility into, control over a
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Dassault Systèmes
Published By: dinCloud     Published Date: Jun 19, 2018
Too often, the debate about IT is dominated by a narrow focus on near-term objectives: shrill cries claim that the business will stop (or fail) if a feature isn’t added to the ecommerce site, if the mobility platform isn’t improved, if the network and compute back end aren’t upgraded, if storage and database performance isn’t accelerated. Often, these changes are truly essential, and demand immediate attention. However, midmarket firms can’t assemble a meaningful strategy from point responses to near-term issues. Increasingly, midmarket enterprises are finding that continued operational success requires an “agile-cloud” – an agility-oriented, cloud-based IT strategy that addresses the three core changes faced by midmarket firms: the changing nature of business infrastructure, the accelerating pace of change in business, and the expanding scope of IT.
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virtual, data, centers, services
    
dinCloud
Published By: dinCloud     Published Date: Jun 19, 2018
Too often, the debate about IT is dominated by a narrow focus on near-term objectives: shrill cries claim that the business will stop (or fail) if a feature isn’t added to the ecommerce site, if the mobility platform isn’t improved, if the network and compute back end aren’t upgraded, if storage and database performance isn’t accelerated. Often, these changes are truly essential, and demand immediate attention. However, midmarket firms can’t assemble a meaningful strategy from point responses to near-term issues. Increasingly, midmarket enterprises are finding that continued operational success requires an “agile-cloud” – an agility-oriented, cloud-based IT strategy that addresses the three core changes faced by midmarket firms: the changing nature of business infrastructure, the accelerating pace of change in business, and the expanding scope of IT.
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empowered, it< tech, ecommerce
    
dinCloud
Published By: Citrix     Published Date: Jun 15, 2018
To meet the growing challenges of a competitive world economy, a digital transformation is taking place in the enterprise. Organizations realize that to be competitive they need to be more agile. They need to reach their customers wherever they are, and they need to be able to scale their applications to meet customer demands. To meet these challenges, organizations are deploying new microservice applications that are changing the application delivery environment. These applications are agile, configured to enable new features to be added without disrupting applications in production, and designed to automatically instantiate instances in response to increasing user demand. In short, microservices are drastically changing the way that applications are deployed and managed. This introduces a high level of complexity to network infrastructures because traditional applications are not going away. Applications will continue to be designed for both microservices and traditional 3-tier imple
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Citrix
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