ºÝºÝߣshows by User: markfenna / http://www.slideshare.net/images/logo.gif ºÝºÝߣshows by User: markfenna / Thu, 24 Mar 2016 13:33:51 GMT ºÝºÝߣShare feed for ºÝºÝߣshows by User: markfenna eGain Digital Day 2016 - Analytics for Omnichannel Customer Engagement /slideshow/egain-digital-day-2016-analytics-for-omnichannel-customer-engagement/59989744 egainddl1608operationalexcellenceanalyticsjhunt-160324133352
James Hunt, Director, Product Management, eGain]]>
James Hunt, Director, Product Management, eGain]]> Thu, 24 Mar 2016 13:33:51 GMT /slideshow/egain-digital-day-2016-analytics-for-omnichannel-customer-engagement/59989744 markfenna@slideshare.net(markfenna) eGain Digital Day 2016 - Analytics for Omnichannel Customer Engagement markfenna James Hunt, Director, Product Management, eGain <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/egainddl1608operationalexcellenceanalyticsjhunt-160324133352-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br> James Hunt, Director, Product Management, eGain
eGain Digital Day 2016 - Analytics for Omnichannel Customer Engagement from Mark Fenna
]]> 2962 8 https://cdn.slidesharecdn.com/ss_thumbnails/egainddl1608operationalexcellenceanalyticsjhunt-160324133352-thumbnail.jpg?width=120&height=120&fit=bounds presentation Black http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 0 eGain Digital Day 2016 - Keynote 3: HMRC: from paper and phones to a multi-channel digital service /slideshow/egain-digital-day-2016-keynote-3-hmrc-from-paper-and-phones-to-a-multichannel-digital-service/59989655 egainddl1605hmrcmultichanneldigitalservicemdearnley-160324133111
Mark Dearnley, CDIO, HM Revenue & Customs]]>
Mark Dearnley, CDIO, HM Revenue & Customs]]> Thu, 24 Mar 2016 13:31:11 GMT /slideshow/egain-digital-day-2016-keynote-3-hmrc-from-paper-and-phones-to-a-multichannel-digital-service/59989655 markfenna@slideshare.net(markfenna) eGain Digital Day 2016 - Keynote 3: HMRC: from paper and phones to a multi-channel digital service markfenna Mark Dearnley, CDIO, HM Revenue & Customs <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/egainddl1605hmrcmultichanneldigitalservicemdearnley-160324133111-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br> Mark Dearnley, CDIO, HM Revenue &amp; Customs
eGain Digital Day 2016 - Keynote 3: HMRC: from paper and phones to a multi-channel digital service from Mark Fenna
]]> 1961 15 https://cdn.slidesharecdn.com/ss_thumbnails/egainddl1605hmrcmultichanneldigitalservicemdearnley-160324133111-thumbnail.jpg?width=120&height=120&fit=bounds presentation Black http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 0 eGain Digital Day 2016 - Keynote 1: Digital Customer Experience—Big Trends and Best Practices for 2016 /slideshow/egain-digital-day-2016-keynote-1-digital-customer-experiencebig-trends-and-best-practices-for-2016-59989514/59989514 egainddl1601keynote1gartnerdigitalcustomerexperienceethompson-160324132716
Ed Thompson, VP and Distinguished Analyst, Gartner]]>
Ed Thompson, VP and Distinguished Analyst, Gartner]]> Thu, 24 Mar 2016 13:27:16 GMT /slideshow/egain-digital-day-2016-keynote-1-digital-customer-experiencebig-trends-and-best-practices-for-2016-59989514/59989514 markfenna@slideshare.net(markfenna) eGain Digital Day 2016 - Keynote 1: Digital Customer Experience—Big Trends and Best Practices for 2016 markfenna Ed Thompson, VP and Distinguished Analyst, Gartner <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/egainddl1601keynote1gartnerdigitalcustomerexperienceethompson-160324132716-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br> Ed Thompson, VP and Distinguished Analyst, Gartner
eGain Digital Day 2016 - Keynote 1: Digital Customer Experience—Big Trends and Best Practices for 2016 from Mark Fenna
]]> 4414 12 https://cdn.slidesharecdn.com/ss_thumbnails/egainddl1601keynote1gartnerdigitalcustomerexperienceethompson-160324132716-thumbnail.jpg?width=120&height=120&fit=bounds presentation Black http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 0 eGain Digital Day 2016 - Transforming Digital Journeys: It's a Sprint and a Marathon! /slideshow/egain-digital-day-2016-transforming-digital-journeys-its-a-sprint-and-a-marathon/59989437 egainddl1609transformingdigitaljourneyscjanharris-160324132500
Noel Harris, Director, Digital Transformation, eGain]]>
Noel Harris, Director, Digital Transformation, eGain]]> Thu, 24 Mar 2016 13:24:59 GMT /slideshow/egain-digital-day-2016-transforming-digital-journeys-its-a-sprint-and-a-marathon/59989437 markfenna@slideshare.net(markfenna) eGain Digital Day 2016 - Transforming Digital Journeys: It's a Sprint and a Marathon! markfenna Noel Harris, Director, Digital Transformation, eGain <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/egainddl1609transformingdigitaljourneyscjanharris-160324132500-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br> Noel Harris, Director, Digital Transformation, eGain
eGain Digital Day 2016 - Transforming Digital Journeys: It's a Sprint and a Marathon! from Mark Fenna
]]> 2527 6 https://cdn.slidesharecdn.com/ss_thumbnails/egainddl1609transformingdigitaljourneyscjanharris-160324132500-thumbnail.jpg?width=120&height=120&fit=bounds presentation Black http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 0 eGain Digital Day 2016 - eGain GQV: Digital Transformation Made Easy /markfenna/egain-digital-day-2016-egain-gqv-digital-transformation-made-easy egainddl1603dtmadeeasygqvijones-160324130909
Ian Jones, Head of Global Strategic Solutions, eGain ]]>
Ian Jones, Head of Global Strategic Solutions, eGain ]]> Thu, 24 Mar 2016 13:09:09 GMT /markfenna/egain-digital-day-2016-egain-gqv-digital-transformation-made-easy markfenna@slideshare.net(markfenna) eGain Digital Day 2016 - eGain GQV: Digital Transformation Made Easy markfenna Ian Jones, Head of Global Strategic Solutions, eGain <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/egainddl1603dtmadeeasygqvijones-160324130909-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br> Ian Jones, Head of Global Strategic Solutions, eGain
eGain Digital Day 2016 - eGain GQV: Digital Transformation Made Easy from Mark Fenna
]]> 2218 6 https://cdn.slidesharecdn.com/ss_thumbnails/egainddl1603dtmadeeasygqvijones-160324130909-thumbnail.jpg?width=120&height=120&fit=bounds presentation Black http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 0 eGain Digital Day 2016 - Keynote 2: Operationalise Digital Transformation in Customer Engagement /slideshow/egain-digital-day-2016-keynote-2-operationalise-digital-transformation-in-customer-engagement/59988823 egainddl1602keynote2operationalizedtaroy-160324130808
Ashu Roy, CEO, eGain]]>
Ashu Roy, CEO, eGain]]> Thu, 24 Mar 2016 13:08:08 GMT /slideshow/egain-digital-day-2016-keynote-2-operationalise-digital-transformation-in-customer-engagement/59988823 markfenna@slideshare.net(markfenna) eGain Digital Day 2016 - Keynote 2: Operationalise Digital Transformation in Customer Engagement markfenna Ashu Roy, CEO, eGain <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/egainddl1602keynote2operationalizedtaroy-160324130808-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br> Ashu Roy, CEO, eGain
eGain Digital Day 2016 - Keynote 2: Operationalise Digital Transformation in Customer Engagement from Mark Fenna
]]> 1805 6 https://cdn.slidesharecdn.com/ss_thumbnails/egainddl1602keynote2operationalizedtaroy-160324130808-thumbnail.jpg?width=120&height=120&fit=bounds presentation Black http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 0 eGain Digital Day 2016 - Mission Possible: All Agents, All Calls, No Training /markfenna/egain-digital-day-2016-mission-possible-all-agents-all-calls-no-training egainddl1607allagentsallcallslyeardley-160324125952
Linda Yeardley, Director, Digital Transformation, eGain]]>
Linda Yeardley, Director, Digital Transformation, eGain]]> Thu, 24 Mar 2016 12:59:52 GMT /markfenna/egain-digital-day-2016-mission-possible-all-agents-all-calls-no-training markfenna@slideshare.net(markfenna) eGain Digital Day 2016 - Mission Possible: All Agents, All Calls, No Training markfenna Linda Yeardley, Director, Digital Transformation, eGain <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/egainddl1607allagentsallcallslyeardley-160324125952-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br> Linda Yeardley, Director, Digital Transformation, eGain
eGain Digital Day 2016 - Mission Possible: All Agents, All Calls, No Training from Mark Fenna
]]> 1355 6 https://cdn.slidesharecdn.com/ss_thumbnails/egainddl1607allagentsallcallslyeardley-160324125952-thumbnail.jpg?width=120&height=120&fit=bounds presentation Black http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 0 eGain Digital Day 2016 - Smarter Self-Service for the Millennial Consumer /slideshow/egain-digital-day-2016-smarter-selfservice-for-the-millennial-consumer/59988470 egainddl1606smarterselfservicejconnors-160324125827
John Connors, Director, Digital Transformation, eGain]]>
John Connors, Director, Digital Transformation, eGain]]> Thu, 24 Mar 2016 12:58:27 GMT /slideshow/egain-digital-day-2016-smarter-selfservice-for-the-millennial-consumer/59988470 markfenna@slideshare.net(markfenna) eGain Digital Day 2016 - Smarter Self-Service for the Millennial Consumer markfenna John Connors, Director, Digital Transformation, eGain <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/egainddl1606smarterselfservicejconnors-160324125827-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br> John Connors, Director, Digital Transformation, eGain
eGain Digital Day 2016 - Smarter Self-Service for the Millennial Consumer from Mark Fenna
]]> 1313 4 https://cdn.slidesharecdn.com/ss_thumbnails/egainddl1606smarterselfservicejconnors-160324125827-thumbnail.jpg?width=120&height=120&fit=bounds presentation Black http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 0 eGain UK Public Sector Inclusive Services Report: January 2014 /slideshow/i-gov-egain-public-sector-inclusive-services-report-january-2014/30568932 igovegainpublicsectorinclusiveservicesreport-january2014-140129033729-phpapp02
eGain commissioned research across the whole UK Public Sector to understand the state of channel migration/ digital transformation and the impact of the 'Digital by Default' policy. This report outlines the key findings from the research and offers several opportunities for UK Public Sector to further improve citizen services, better address the digitally excluded segments and underpin the digital transformation business case.]]>
eGain commissioned research across the whole UK Public Sector to understand the state of channel migration/ digital transformation and the impact of the 'Digital by Default' policy. This report outlines the key findings from the research and offers several opportunities for UK Public Sector to further improve citizen services, better address the digitally excluded segments and underpin the digital transformation business case.]]> Wed, 29 Jan 2014 03:37:29 GMT /slideshow/i-gov-egain-public-sector-inclusive-services-report-january-2014/30568932 markfenna@slideshare.net(markfenna) eGain UK Public Sector Inclusive Services Report: January 2014 markfenna eGain commissioned research across the whole UK Public Sector to understand the state of channel migration/ digital transformation and the impact of the 'Digital by Default' policy. This report outlines the key findings from the research and offers several opportunities for UK Public Sector to further improve citizen services, better address the digitally excluded segments and underpin the digital transformation business case. <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/igovegainpublicsectorinclusiveservicesreport-january2014-140129033729-phpapp02-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br> eGain commissioned research across the whole UK Public Sector to understand the state of channel migration/ digital transformation and the impact of the &#39;Digital by Default&#39; policy. This report outlines the key findings from the research and offers several opportunities for UK Public Sector to further improve citizen services, better address the digitally excluded segments and underpin the digital transformation business case.
eGain UK Public Sector Inclusive Services Report: January 2014 from Mark Fenna
]]> 2627 2 https://cdn.slidesharecdn.com/ss_thumbnails/igovegainpublicsectorinclusiveservicesreport-january2014-140129033729-phpapp02-thumbnail.jpg?width=120&height=120&fit=bounds document White http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 0 eGain - Multichannel Seminar /slideshow/egain-multichannel-seminar/26342801 egainmultichannelseminar-130919061215-phpapp01
A seminar providing an overview of multichannel customer engagement and its relevance to organisations. Also contains some research from two seminars answering the questions 'do you have a multichannel strategy', 'what would be the benefits of multichannel', 'what are the barriers to adopting multichannel' Contact: @mfenna http://about.me/markfenna ]]>
A seminar providing an overview of multichannel customer engagement and its relevance to organisations. Also contains some research from two seminars answering the questions 'do you have a multichannel strategy', 'what would be the benefits of multichannel', 'what are the barriers to adopting multichannel' Contact: @mfenna http://about.me/markfenna ]]> Thu, 19 Sep 2013 06:12:15 GMT /slideshow/egain-multichannel-seminar/26342801 markfenna@slideshare.net(markfenna) eGain - Multichannel Seminar markfenna A seminar providing an overview of multichannel customer engagement and its relevance to organisations. Also contains some research from two seminars answering the questions 'do you have a multichannel strategy', 'what would be the benefits of multichannel', 'what are the barriers to adopting multichannel' Contact: @mfenna http://about.me/markfenna <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/egainmultichannelseminar-130919061215-phpapp01-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br> A seminar providing an overview of multichannel customer engagement and its relevance to organisations. Also contains some research from two seminars answering the questions &#39;do you have a multichannel strategy&#39;, &#39;what would be the benefits of multichannel&#39;, &#39;what are the barriers to adopting multichannel&#39; Contact: @mfenna http://about.me/markfenna
eGain - Multichannel Seminar from Mark Fenna
]]> 4880 7 https://cdn.slidesharecdn.com/ss_thumbnails/egainmultichannelseminar-130919061215-phpapp01-thumbnail.jpg?width=120&height=120&fit=bounds presentation Black http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 0 https://cdn.slidesharecdn.com/profile-photo-markfenna-48x48.jpg?cb=1523111609 eGain's solutions help underpin the vision of multi-channel (Web, Phone, Social) customer service by: • Increasing customer acquisition and on-boarding rates • Increasing the quality and relevance of service delivered through the web • Reducing the costs of transitioning and running the web and social channels through self-service • Improving service by implementing a consistent knowledgebase across all channels Customers typically deliver an in-year ROI with dramatic improvements in service. eGain is in the 'Leaders' quadrant of the Gartner Magic Quadrant for CRM Web Customer Service Applications. If the task is to improve customer service, reduce costs or move customers to the Web t... www.egain.com https://cdn.slidesharecdn.com/ss_thumbnails/egainddl1608operationalexcellenceanalyticsjhunt-160324133352-thumbnail.jpg?width=320&height=320&fit=bounds slideshow/egain-digital-day-2016-analytics-for-omnichannel-customer-engagement/59989744 eGain Digital Day 2016... https://cdn.slidesharecdn.com/ss_thumbnails/egainddl1605hmrcmultichanneldigitalservicemdearnley-160324133111-thumbnail.jpg?width=320&height=320&fit=bounds slideshow/egain-digital-day-2016-keynote-3-hmrc-from-paper-and-phones-to-a-multichannel-digital-service/59989655 eGain Digital Day 2016... https://cdn.slidesharecdn.com/ss_thumbnails/egainddl1601keynote1gartnerdigitalcustomerexperienceethompson-160324132716-thumbnail.jpg?width=320&height=320&fit=bounds slideshow/egain-digital-day-2016-keynote-1-digital-customer-experiencebig-trends-and-best-practices-for-2016-59989514/59989514 eGain Digital Day 2016...