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Stuart O'Brien

Virtual Experience – Brilliant CX begins here

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Sign-up for CXNow, a Sabio content streaming series that focuses on the issues that drive brilliant customer experiences.

We’ll show you a world where all repetitive and predictable tasks are handled by tech and processes that empower your teams to build more human customer connections, how the rise of the machines has super-boosted the potential of customer advisors to focus on more complex human interaction and where to find the experience and technology expertise to harness innovation and accelerate your journey.

Think AI & Automation, The Changing Role of Advisors and Digital Transformation.


You can consume CXNow on your terms. Sign-up once and access from 14th June 2021 onwards. There will be a huge range of LIVE and ON DEMAND content delivered over a three week period, all designed to appeal to a range of technical, operational and business audience. 

Digital Customer Engagement Summit: Book your delegate place today!

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As a professional within the customer engagement sector, we’d like to invite you to a small niche event that we’re hosting on the 13th October at Hilton London Canary Wharf.

I understand that your time is precious and extremely limited – the Digital Customer Engagement Summit can save you time by allowing you to connect and network with a range of suppliers that offer innovative and budget-saving solutions for your current workload.

Your invitation is entirely free and includes lunch and refreshments throughout. Plus, access to a series of industry seminar sessions – (Virtual attendance options are available also).

You can confirm your free place to the Digital Customer Engagement Summit HERE – or if you would like more information then you can contact us by email here.

SAVE THE DATE: Contact Centre & Customer Services Summit

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You can now register for your complimentary guest pass to our hybrid Contact Centre & Customer Services Summit, which will be taking place on September 13th & 14th. 

The Summit provides a platform for senior industry professionals and their suppliers – for one-to-one business meetings, learning and networking.

Join us entirely for free and enjoy benefits such as;

– A personalised itinerary of meetings with solution providers who match your needs for upcoming projects
– 1-2-1 access to budget-saving suppliers
– Attend insightful and educational seminars on future trends within the sector
– Network with other senior industry professionals
– Complimentary overnight accommodation, all meals and refreshments throughout

Here is some delegate feedback from April’s Summit:

“Excellent, well organised, timing spot on helping conversations to flow between companies, great concept” BT

“I found Nicola’s presentation was excellent the data presented was very insightful, interesting and very relevant for Customer Service leaders” DVSA

Book your place here (virtual attendance options are also available).

ON Festival: A people-first celebration – Register today!

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ON Festival by Freshworks will host an exciting line-up of speakers who have pioneered the values that put people first in business. Coupled together with world-class entertainment, this event will leave you feeling energised, inspired and entertained.

Together with over 5,000 business leaders from across Europe, ON Festival will explore the role you and your organisation will play in embracing values such as happiness, empathy, well-being and the impact your organisation has in the local community. These values are now essential for building long-lasting customer and employee relationships.

Broadcasted live from London, Paris, Berlin and Amsterdam, this is your chance to switch ON positive values that put people first.

Join ON Festival online on June 24th, 2021 from 2 PM BST / 3 PM CET.

Over 3 hours starting at 2pm BST, we have an amazing lineup of speakers:-

· Girish Mathrubootham – CEO of Freshworks
· Tal Ben-Shahar – Top course of all times- Harvard University
· Marc Randolph – Co-Founder of Netflix
· Alex Dimiziani – Former Head of Global Comms AirBnB

Click Here To Register

Cyber Security: Data ‘re’-assurance in the age of GDPR

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How do organisations know their data is secure? And how can companies ensure that a network breach won’t result in a loss of sensitive data? The consequences of a data breach are potentially disastrous for any organisation, so companies need to be reassured that their data is secure at all times in line with any internal and external compliance needs – and that they have the tools and visibility to prove this, should a network breach occur.

With 78% of IT security leaders lacking confidence in their company’s cybersecurity posture, now is the time for organisations to focus on applying a ‘Zero Trust’ approach to their cybersecurity strategy. In doing so, security professionals acknowledge that they cannot trust the security of their underlying infrastructure and therefore implement controls from a data assurance perspective, placing emphasis on protecting their sensitive data, irrespective of where this data travels within the network. And for those CISO’s and CSO’s who are solely concerned with their network security, they need to reconsider and focus on their data security.

Security professionals should be taking a proactive approach to their organisation’s cybersecurity and should always be considering how they can better protect their most valuable asset – their data. With this in mind, Paul German, CEO, Certes Networks, outlines how data assurance is a mindset that security professionals need to adopt in order to be confident that their sensitive data is protected at all times…

Increasing Threats

Cyber attacks are increasing dramatically and by its very nature, sensitive data is an incredibly valuable asset and one that is frequently targeted. Last year, 37 billiondata records were leaked at a staggering 140% increase year on year. Surely there are measures that companies can take to prevent this growing breach of data.

However, on average only 5% of company files are properly protected – a surprising statistic considering the vast implications of a cyber attack. Furthermore, malicious hackers are now attacking computers, networks and applications at a rate of one attack every 39 seconds.

Clearly, cyber attacks and consequent data breaches are an epidemic and organisations need to put the appropriate measures in place in order to protect their data and their business. Ultimately, companies need to adopt a data assurance strategy aligned to business intent so they have the right tools and security posture in order to be in the best position when it comes to safeguarding their most valuable asset against cyber criminals.

The Consequences

When a cyber attack occurs and an organisation loses the sensitive data they have been trusted with, there are significant consequences. Of course, the obvious economic repercussions are enough to make any business concerned, with the average cost of a data breach being $3.86 million as of 2020.

However, it is not just a data breach, but a breach of trust. Additionally, losing a client’s sensitive data damages a company’s reputation and organisations could even be facing legal action, especially if they breach regulations such as GDPR, HIPAA or CJIS. The fact is that businesses are fined for a loss of data because they are not compliant with specific laws over the use of sensitive information – not for a network breach.

By looking at cybersecurity from a data assurance perspective, security professionals have the capacity to bypass these damages by protecting their data from the outset, rather than waiting for an inevitable breach to happen before implementing data security measures. There is no reason for businesses to put themselves in a vulnerable position when they have the ability to effectively avoid the consequences of a data breach altogether.

Data Assurance

When businesses consider their cybersecurity strategy from a data assurance perspective, they are directly focusing on their data security and ensuring that they have the necessary outputs in place in order to prove at all times that their sensitive data is protected according to their business intent.

Through understanding their business intent, organisations adhere to specific objectives that they have defined in order to protect their data and mitigate associated risks. By adopting a Zero Trust approach to their cybersecurity posture, companies can achieve the separation of duties that cannot be met when security protocols are tied into the network infrastructure. With a secure overlay that is agnostic to the underlying network infrastructure, security teams can have total control of their security posture. This means that should an incident occur, the required controls are in place and functioning and security professionals can easily prove that their main priority, which is their sensitive data, is safe.

Additionally, with regulations over how organisations can handle data continuing to evolve and change, companies need the mechanisms in place to be able to proactively react to any developments in regulatory compliance requirements. By implementing policies that match evolving compliance requirements and by putting data at the forefront of any cybersecurity strategy, organisations can be secure in the knowledge they are observing these rules and regulations and won’t fall victim to their data being compromised.

Companies need to seriously consider implementing the right controls in order to make sure their data is protected and by focusing on their cyber security strategy from a data assurance perspective, they can ensure that they are emphasising the protection of their most valuable asset.

Content Guru secures partnership with Wavenet

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Content Guru has unveiled a new partnership with prominent British managed-services provider, Wavenet, as part of its ongoing strategy of integrating with high-value partners in key markets.

Content Guru and Wavenet’s new alliance is built upon a shared mission to deliver outstanding and transformational communications technology to organizations across the UK. With over 15 years’ experience in delivering Contact Centre as a Service (CCaaS) to organizations in every sector, from healthcare to finance, Content Guru is expanding its worldwide operations to meet fast-growing demand for cloud-based omnichannel customer engagement and experience solutions.

A trusted provider for any organization transforming their contact center and customer experience offering, Content Guru is a perfect match for Wavenet, which is positioned as an innovative, established and respected provider of telecoms and technology solutions.

Content Guru’s cutting-edge solutions have enabled its customers’ mission-critical services to keep going through unprecedented strain. These customers include the National Health Service (NHS), UK Power Networks and Rail Delivery Group. Meanwhile, Wavenet has equipped customers including DVLA, NHS and National Lottery Heritage Fund with state-of-the-art solutions to enhance their operations.

Philip Grannum, Chief Commercial Officer at Wavenet said: “Wavenet is thrilled to have Content Guru on board as a partner alongside some of the top technology providers on the planet. We pride ourselves on providing the very best data, voice, contact center, IT and technology services to over 8,000 enterprise and SME customers, and we are looking forward to what we can achieve using our combined expertise.”

Wavenet can now announce that it has been selected by the UK’s Driver and Vehicle Licensing Agency (DVLA) to transform its contact center using Content Guru’s award-winning storm cloud solution. storm will enable the DVLA to achieve its vision of an exceptional customer service experience. Features include workforce optimization, unified communications and full PCI-DSS compliance for secure payment processing.

Martin Taylor, Deputy CEO and Co-Founder of Content Guru, added: “The synergy between Content Guru and Wavenet, and our businesses’ combined 35 years’ experience, make us ideal partners to deliver best-in-class contact center solutions to organizations throughout the UK. Working with Wavenet will help grow our already substantial UK customer-base. Being awarded such a major contract by the DVLA, to digitalize its contact center, is testament to the strength of our partnership’s proposition. We are really excited for our storm solution to be used by the DVLA, and many other organizations, as we move forward with Wavenet.”

WEBINAR: Hyper-personalisation in financial services

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12:00 – 13:00 BST / 13:00 – 14:00 CET

Click Here To Register

Technology is changing the way people manage their money. Fintechs are disrupting the market with innovative new services that have raised the bar for seamless digital banking, accounting and insurance. But incumbent firms are now keeping pace, undergoing ambitious digital transformations in a rapid bid to retain customers.

In this highly competitive market, customer service has become the key differentiator. Customers are choosing the firms that can put their needs front and centre, who understand what they want and can tailor their products and support to match.

In Puzzel’s upcoming webinar, discover how you can transform your customer service and deliver hyper-personalised support with the latest CCaaS technology. Quick to set-up and easy to deploy, a cloud contact centre solution can help you capture the right customer data and leverage AI to deliver standout service without placing any extra strain on your agents.

Click Here To Register

Digital Customer Engagement Summit: Everything you need to know

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The Digital Customer Engagement Summit is designed to help and support customer service and IT/digital customer professionals like you.

Taking place on the 13th October at the Hilton London Canary Wharf, this is a small event that allows you to network and build essential business connections with solution providers that can support you with your current and future work challenges.

There is no hard-sell, just a chance for you to meet face-to-face with suppliers that cover; Self Service, AI Applications, Multichannel Survey Tools, Online live-chat systems, Voice Analytics technology, VoC programmes, I o T, Social Media Monitoring, Secure Payments Solutions, Predictive Routing Technology, Cloud Systems, Case Management, Voice Biometrics, Business Intelligence and so much more.

Wecan offer you an entirely free access pass to the Summit that includes access to range of insightful seminars and your very own personalised itinerary for the day. Plus, all your meals and refreshments are complimentary throughout.

You can secure your guest pass here via our online form, or you if you have any questions then please do not hesitate to email us here directly.

Do you specialise in Artificial Intelligence solutions for contact centres? We want to hear from you!

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Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in June we’re focusing on Artificial Intelligence solutions.

It’s all part of our ‘Recommended’ editorial feature, designed to help customer care industry buyers find the best products and services available today.

So, if you’re a supplier of Artificial Intelligence solutions and would like to be included as part of this exciting new shop window, we’d love to hear from you – for more info, contact Carly Walker on c.walker@forumevents.co.uk.

Here are the areas we’ll be covering, month by month:

Jun – Artificial Intelligence
Jul – Virtual Call/Contact Centres
Aug – Training & Development
Sep – Knowledge Management
Oct – Web Self Service/Chat
Nov – Display Boards
Dec – CRM

For more information on any of the above, contact Carly Walker on c.walker@forumevents.co.uk.

NICE launches of CXone Expert following acquisition of MindTouch

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NICE has announced the launch of CXone Expert, following the acquisition of MindTouch Inc., a San Diego-based cloud-based knowledge management software for customer experience.

CXone Expert is a comprehensive artificial intelligence (AI)-powered knowledge management solution that reduces friction by projecting personalized content to customers seeking self-service while injecting crucial insights throughout the customer journey.

CXone Expert eliminates the frustration with today’s self-service experience by infusing AI and data, turning bots into smart AI-based agents.

When communicating with customer service organizations, today’s consumers expect choice and flexibility similar to what they enjoy with friends and family. CXone Expert brings effortless self-service experiences through the digital channels customers turn to first, from mobile applications and search engines to chatbots and websites by surfacing the right content when, where and how they want it. The solution provides a seamless experience all the way to human assistance by giving agents the full context and power to see the customer’s journey and create an intelligent, constructive conversation.

“We face a new breed of next-generation consumers who live in a digital world,” said Paul Jarman, NICE CXone CEO. “They want smart self-service, and they would like to get things done digitally on their own if they can. With CXone Expert, we are helping companies apply smart self-service best practices using AI technology to meet consumer demand for faster, more convenient experiences.”

According to the 2020 NICE CXone Customer Experience (CX) Transformation Benchmark, Consumer Wave, 8 in 10 consumers are more willing to do business with companies that offer self-service options, yet only 61 percent agree that companies are offering easy, convenient self-service. When rating self-service channels, only one-third of consumers are highly satisfied.

Moreover, half of consumers who start with self-service report they are transferred to a live agent. Two-thirds of those who are transferred say they need to repeat the information they previously provided in the self-service channel. CXone Expert helps close that gap by showing agents what customers have searched for and seen prior to submitting a case, offering a truly seamless omnichannel experience.

CXone takes a holistic approach to improving both agent and customer experiences, helping organizations of all sizes modernize and remain agile and resilient in today’s increasingly digital landscape. CXone provides the most comprehensive digital-first omnichannel offering in the Contact Center as a Service market, as the first and only platform unifying best-in-class omnichannel routing, analytics, workforce optimization, automation, and artificial intelligence on an open cloud foundation.