Forrester Report: 2018 Customer Service Trends: How Operations Become Faster, Cheaper – And Yet, More Human

Ease, effectiveness, and emotion drive great customer service, but top line growth requires professionals to keep an eye out on trends for truly determining improvements in quality of service. Download this report to learn 10 customer service trends Forrester Research has identified for 2018.

Discover which investments are critical and the advantages of:

  • Focusing on context and inquiry type to deliver the best customer experience
  • Using automation and AI to uncover new revenue streams and transform operations
  • Exploring new labor models to maximize human connections in a digital world

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Driving Risk out of Construction

Transforming Your Business With An Operational Workflow Platform In the construction business, you’re under enormous pressure to run on-time and on-budget with the utmost focus on safety and quality. At the end of the day, your most important skill is to catch hidden risks before they become real problems with real impacts to the business.

Unfortunately, antiquated paper and spreadsheet processes keep risks hidden and you stymied. To resolve this, leading construction firms like yours are embracing operational workflow platforms to better manage and streamline their work, data, and processes, while decreasing their costs.

Read Driving Risk Out of Construction and learn how you can uncover and quickly act upon hidden risks caused by manual processes and disparate systems in order to reduce safety incidents and improve on-time delivery and quality.

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Delivering Governed Self-Service BI Across the Enterprise

The purpose of this document is to provide Pyramid Analytics customers with an actionable, high-level framework, guidance and tips to successfully deliver governed self-service BI across the enterprise. Although ad-hoc reporting tools have come a long way the past few years, most of the tools in the market today have significant governance gaps.

Self-service BI governance involves a partnership between business and IT leaders on how to best empower everyone to make data-driven decisions efficiently and responsibly. Analytics guides interactions, informs decisions, drives processes and ensures better outcomes. In balancing organization and individual needs, a collaborative initiative considers various user perspectives and reporting use cases. Since everyone must participate, governance requires an organizational reporting culture change.

In summary, effective self-service BI governance processes are essential to ensure users are viewing high-quality, relevant data for decision-making. They also help users understand standards for creating and sharing reports responsibly.

Pyramid Analytics provides organizations with an intuitive administrative framework to publish and share content. Administrators can configure role-based access using group security profiles and track lineage and versioning at the storyboard level to gain complete telemetry on how users are consuming content.

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Improve Self-Service Analytics Credibility with Data Quality

Data is at the heart of every organization.

In the journey to become more data-driven in decision making, we are seeing unprecedented democratization of data and adoption of self-service analytics. Rigid data collection and reporting processes of the past have given way to rapid gathering of raw, unstructured and crowdsourced data. As a result of that change, there are inevitable trade-offs with data quality.

Self-service visual analytics solutions often quickly expose data quality issues that you may not even realize exist. Unfortunately, inaccurate data undermines the powerful value of self-service analytics. If people don't trust your reports, they won’t use them. Since self-service analytics credibility, adoption and success hinges on accurate data, data quality should be given more attention as you implement these solutions.

Every organization today depends on data to understand its customers and employees, design new products, reach target markets, and plan for the future. Accurate, complete, and up-to-date information is essential if you want to optimize your decision making, avoid constantly playing catch-up and maintain your competitive advantage.

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The Enduring Value of Narrative Reporting

While they throw numerous cross-department teams at the problem or embark on yet another technology initiative, year after year organizations continuously labor through the reporting process, delivering bland, formulaic reports that provide little decision-making value.

Many business intelligence (BI) solutions in the marketplace today—the very tools designed to interrogate data and produce meaningful insights—are only making things worse.

Meanwhile, emergent self-service BI tools promise to empower end users and improve speed to insight. While they can produce attractive data visualizations in dashboard style reports, they haven’t made it any easier to produce the professional, narrative-style reports that many business leaders require.

In this paper, we explore these in greater detail, discuss why many BI solutions fall short, and explain how Pyramid Analytics excels in each of these key areas.

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Fight the Phishing Epidemic and Win-The 5 Biggest Challenges and How to Attack Back

Phishing is one of the most devastating threats hitting organizations every day. And it's the most dangerous and costly cyber threat across the globe. A single successful phishing attempt against your employees provides the foothold cyber criminals need to access your corporate network.

A joint study between Google and UC Berkeley looked at the various ways accounts are compromised. The result: phishing attacks were identified as the greatest risk to users.

This guide details the top five challenges organizations face in fighting phishing threats and how a new approach can finally solve your biggest corporate inbox risk.

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Forrester Report: 2018 Customer Service Trends: How Operations Become Faster, Cheaper – And Yet, More Human

Ease, effectiveness, and emotion drive great customer service, but top line growth requires professionals to keep an eye out on trends for truly determining improvements in quality of service. Download this report to learn 10 customer service trends Forrester Research has identified for 2018.

Discover which investments are critical and the advantages of:

  • Focusing on context and inquiry type to deliver the best customer experience
  • Using automation and AI to uncover new revenue streams and transform operations
  • Exploring new labor models to maximize human connections in a digital world

View Now

Ransomware is Increasing the Risks & Impact to Organizations

"Cybercriminals constantly engage organizations in a game of leapfrog: system defenses improve, so malware searches for new holes. Recently, ransomware, which has been around since 1989, has been gaining momentum.

Download this Mimecast sponsored report to learn about this growing threat, its impact to organizations and the ways to help thwart an attack."

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Don’t Overlook Your Email Archiving Systems

"Today, business users need on-the-go access to all their critical data, which includes emails, documents and attachments. For IT administrators, striking the balance between productivity for users and compliance needs for the organization is necessary.

A September 2017 commissioned study conducted by Forrester Consulting shows 92% of business users believe easily finding emails and related documents using search functions is important or critical to the ability to do their job.

Download the study to discover more of Forrester Consulting’s important findings on the email archiving needs of modern business users—and how you can meet them."

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5 Cyberthreats IT Healthcare Pros Must Tackle

Regulatory fines for violations of HIPAA in the US, DPA in the UK and GDPR can cost organizations millions of dollars. And providers can’t afford the costs of cyber security incidents which can range from prolonged downtime, not being able to care for patients, to paying a ransom to unencrypt important data.

Learn the biggest threats to your organization and how to improve protection against:

  • Ransomware such as WannaCry
  • Malicious URLs that entice users to click
  • Bad Attachments that can infect your network
  • Business email compromise that siphons information or cash from your organization
  • Internal employees and the potential for malicious intent or careless mistakes
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Cyber Resilience eBook

CYBER RESILIENCE PREPAREDNESS. EXPERT INSIGHT, TIPS AND GUIDANCE

Navigating a turbulent cybersecurity climate can be hard – especially as threats like Petya and WannaCry continue to cripple organizations. Business disruption, downtime, technical failure and data loss are all real risk factors that can’t be ignored.

The power of preparedness is in your hands. It’s time to start thinking holistically about safeguarding against email-borne threats and mitigating risk – it’s time to implement a cyber resilience strategy.

Get expert insight, tips and guidance from industry thought leaders on how to build a cyber resilience plan for email in this e-book.

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Planning for Office 365 Gaps

Learn Office 365™ Migration Risks and How to Avoid a SaaS Monoculture.

When considering a move to Office 365, organizations must be aware of several significant risks to their email infrastructure. The cloud may seem like a simple, cost-effective alternative to on-premises email, but continuity and security issues cannot be overlooked.

Download the E-book to learn more about how to avoid cloud email headaches.

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Teaching an elephant to dance

Your organization's current-and future-digital transformation is based on your culture and technology choices. It is an evolutionary process, and the stages of change and the final result look different for each organization. This e-book examines the stages of "digital Darwinism" and helps you determine how your organization should evolve to effectively control your digital transformation- taking your technology "elephant" and teaching it to be agile, process -driven, and adaptive.

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Toad for DB2 Tips and Tricks for Top Performance

Spend less time managing DB2 and more time on new projects and strategic initiatives. If you’re a Toad for DB2 user, you’ve experienced its powerful automation and administration capabilities. But are you truly getting the most out of your investment?

Join Quest’s DB2 expert Jeff Podlasek to learn all about the productivity-enhancing features in Toad for DB2 and how to ensure your DB2 databases are running at peak performance levels. Podlasek will also demonstrate many of the new features included in Toad for DB2 Suite 2017:

  • Flexibility of the dashboard, user and role management, and object management
  • Productivity improvements to the query builder, SQL editor and pivot grid
  • Usability enhancements to partition analysis, reporting options and permission management for LUW
  • Improved object compare/migration and support for utilities for z/OS
Speakers
  • Jeff Podlasek: Software Development Manager, Quest Software
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