Category: Webinars

  • Feed the Bots: Strategies to Improve Chat Bots through Knowledge WEBINAR

    Feed the Bots: Strategies to Improve Chat Bots through Knowledge WEBINAR

    In this webinar, we will uncover strategies oh how to improve your chatbots or help you to develop a successful chatbot implementation strategy. It’s time to feed the bots with knowledge captured in the workflow. Topic Overview Feed the Bots: Strategies to Improve Chatbots through Knowledge Chatbots rely on programming known questions and answers into…

  • Living in the Disruption Economy SDI WEBINAR

    Living in the Disruption Economy SDI WEBINAR

    In this webinar, we discuss the disruption of vertical markets through the use of collaboration, innovative business models, knowledge, and new technologies. Examples demonstrate how companies who do nothing to adapt are likely not to exist. Those companies that do adapt are not only innovating but also leading in terms of revenue and growth. The…

  • Your CRM Isn’t a Silver Bullet WEBINAR

    Your CRM Isn’t a Silver Bullet WEBINAR

    With an affinity for smartphones and messaging apps, consumers are changing the way they engage with businesses. Customers are more demanding, highly informed, and communicate with brands on a variety of platforms. As this behavior drives to an increasingly digital experience, businesses are struggling to keep pace. Businesses have looked to their CRM platforms to…

  • Customer Experience Management and the Cloud WEBINAR

    Customer Experience Management and the Cloud WEBINAR

    At the HDI 2015 Conference and Expo in Las Vegas, I discussed CEM and the cloud and managing the risks and challenges of moving into the cloud. The topic is a bit of departure from my traditional areas of specialty. However, organizations need to understand how moving to the cloud impacts the complete view of…

  • A Holistic Approach to Change Management WEBINAR

    A Holistic Approach to Change Management WEBINAR

    Are you tired of hearing about how to implement Change Management and yet when you try it something is still missing? In this session, instead of talking about the perfect implementation of Change Management we take it back to the basics and figure out what is really needed to make Change Management successful. Using a…

  • The Road to Customer Satisfaction WEBINAR

    The Road to Customer Satisfaction WEBINAR

    This webinar helps organizations to view the customer experience from an ITIL service management perspective. Each of the stages of the ITIL lifecycle is highlighted detailing the customer experience aspects that are required for each stage. This holistic approach will ensure that customer satisfaction is a focus and a priority for IT. Topic Overview The…

  • Raise the Bar on Service Quality WEBINAR

    Raise the Bar on Service Quality WEBINAR

    It is time to raise the bar for IT organizations and define a new standard quo. Problem Management is the key to increase service quality. Improvements in service quality require both reactive and proactive problem management, measurements that are linked to value creation for the business and real tangible outcomes. This webinar explores both ITSM…

  • I.T. Governance: What’s it REALLY All About? WEBINAR

    I.T. Governance: What’s it REALLY All About? WEBINAR

    The Kansas City itSMF local interest group want me to do a webinar on the topic of I.T. Governance. This webinar discusses the basic principles of IT governance and COBIT, and how it works with IT service management. It also explores the importance of risk management for effective service management. If you enjoy this webinar,…

  • Categorization: A Method to the Madness WEBINAR

    Categorization: A Method to the Madness WEBINAR

    Incident categorization is a challenge for many organizations. Whether it is due to culture, politics, complexity, or an inability to agree, every organization, at some point, runs up against incident categorization. Why does it cause so much difficulty? Every organization is different. Their products and services are different. Their service levels are different. Their customers…

  • Are You a Lifecycle or Capability Expert? WEBINAR

    Are You a Lifecycle or Capability Expert? WEBINAR

    Topic Overview Lifecycle or Capability Path In this webinar, we discuss the different paths to ITIL expert, looking at both the Lifecycle and Capability paths, the target audience for each path, typical roles and responsibilities, and the reasons why you might want to choose the capability or lifecycle path. We will also look at the…