The AI advantage: How 5 companies elevated customer experience
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Driving Public Sector Efficiency
By:
Type: Video
Growing citizen expectations, an expanding number of communication channels, flat or declining budgets, and hiring challenges are only a few of the many challenges public sector organizations must face. Join our experts in the second session of Shifting Gears in Public Sector 2024 for a discussion on the most burning questions of constituent services and explore the latest technologies – such as AI and CX automation – that can help you better understand your citizens and better serve your community.
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Modernizing Citizen Experiences with Cloud Identity
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Type: Video
The explosion of devices and communication channels in recent years presents government with a serious dilemma: How do agencies interact with citizens who increasingly rely on smartphones and tablets for public services? Citizens expect government agencies to meet them on their terms, and today that means a quality customer experience (CX) that’s digital, seamless and unfolds on any channel, device or platform they choose. More importantly, customers also expect their business with agencies to be private and secure. Agencies that can’t meet these demands risk losing citizens’ confidence and trust, but developing secure, frictionless CX is easier said than done. Fortunately, modern, cloud customer identity and access management (CIAM) can help improve the citizen experience and build trust in your solution. Attendees joined Okta for a live webinar to explore how agencies can strengthen their CIAM strategy.
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How to Avoid Feature Factories with CX Experience Mapping
By:
Type: Video
Citizens are increasingly dissatisfied with government services in comparison to private sector options. Join us in this webinar led by LaRel Rogers, Federal Product Marketing, Okta, as she explores the federal CX opportunity landscape. You’ll learn about: • Federal CX mapping • Supporting government CX initiatives • The CX journey in public and private sectors • How Okta can help provide the public sector with more automation
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On the Road to FedRAMP and StateRAMP
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Type: Video
Ready to accelerate your citizen experience strategy in 2024? Watch "On the Road to FedRAMP and StateRAMP: Key Considerations for Public Sector Agencies Seeking Certification", the first of a three-part public sector series presented by TTEC Digital and Verint. In this presentation, Edward Johnson, VP and Program Manager of TTEC Government Solutions for TTEC Digital, and Brian Koma, VP Business Development at Verint, will discuss key things for state and federal agencies to know around FedRAMP and StateRAMP. In this series, "Shifting Gears in Public Sector 2024," public sector professionals and technical experts will come together to discuss FedRAMP and StateRAMP certification, AI and CX automation, how to implement the data you already have, and the latest strategies to bring about transformative change in citizen services.
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Research report: Benchmarking banking industry's progress on AI-powered CX
By: Talkdesk
Type: Research Content
This benchmark explores how banks and credit unions use AI and omnichannel tactics to boost customer experience and loyalty. Discover key trends like rising CX importance, more AI and omnichannel spending, and digital transformation hurdles. Access the full report for optimal CX strategy insights.
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New study: How AI is reshaping customer experience management
By: Avaya
Type: Forrester Research Report
AI is transforming customer experience through strategic orchestration. Companies use generative AI chatbots, agent-assist tools, and voice tech to enhance personalization while managing costs and quality. Success involves breaking data silos, phased implementation, and security-focused vendors. Read this Forrester report for AI insights in CX.
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Tap into the future of CX with AI
By: 8x8
Type: eBook
This guide breaks down how modern CX solutions—powered by AI, automation, and a unified platform—can boost productivity, cut costs, and transform every customer interaction into a competitive advantage. Ready to unleash the future of CX? Access the full e-book now to learn more.
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New approaches to customer experience to prepare for the year ahead
By: 8x8 UKI
Type: White Paper
Customer experience is evolving into an enterprise-wide strategy, driving 3.5x revenue growth for organizations viewing it as a value center. This white paper explores overcoming system fragmentation, employee frustration, and departmental barriers by unifying CX through better tools, AI, and data consolidation. Build a sustainable CX practice.
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The top ways insurers can elevate their CX and drive loyalty
By: Talkdesk
Type: Research Content
In a saturated industry like the insurance marketplace, today’s providers are putting an emphasis on both the customer and employee experiences. With disconnected interactions and low-quality support plaguing the industry, the time is now to invest in an improved CX strategy. Read on to learn about a platform that ensures your CX rises above.
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Augmented analytics tools: a complete guide
By: TechTarget ComputerWeekly.com
Type: eGuide
Augmented analytics tools are designed to simplify the BI and analytics process for business users and citizen data scientists. They've become featured elements in new software releases from BI vendors. This e-guide offers insights into the technology's potential uses and critical issues.
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How KM and gen AI can transform your customer experience
By: Upland Panviva
Type: Webcast
This fireside chat explores how knowledge management strategies can be transformed to meet modern customer experience demands. Tune in now to discover practical strategies for creating efficiencies and future-proofing your CX.
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Why leading brands are fine-tuning their customer experience strategies
By: Docusign
Type: Blog
In today's competitive landscape, customer experience sets great brands apart. Ganesh Iyer of ResultsCX explains how businesses can meet evolving expectations through better communication, support, and efficiency. Discover how to build a successful CX strategy that boosts your customer lifetime value, while reducing friction with automation.
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Why UX Is the Great Enabler of Public Sector Digitization
By: Ensono Limited
Type: White Paper
In this white paper, take a close look at how the public sector can put the citizen at the heart of plans for digitization and identity management and create flexibility and robust solutions for the future.
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Navigating The Future Of CX: Trends, Insights And Predictions For Conversational AI In 2024
By: Boost.ai
Type: eBook
As customer expectations evolve, businesses must leverage conversational AI to enhance CX. Explore insights on trends like automation, omnichannel strategies, and responsible AI to transform your customer service. Read the white paper to discover how to deliver exceptional experiences.
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Government Success: How Delaware State Courts Unlocked their data
By:
Type: Talk
When a citizen needs information about their court case schedule and monies owed for court fees, this information is stored on the mainframe in multiple legacy systems. The courts would have to access several systems to generate reports to send via mail or email to the citizen. Then the citizen would have to arrive at the courts early to pay their fees ask a clerk for their scheduled court room. Citizens can now call in on an IVR system connected to the mainframe to receive accurate real-time information. Judges and attorneys also benefit from the modernized mainframe integration to retrieve and update court case data. The mainframe is home to critical data for Delaware state courts and an API-lead integration approach to modernization was the most efficient way to unlocking the possibilities.
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New approaches to customer experience to prepare for the year ahead
By: 8x8
Type: White Paper
Customer experience is now an enterprise-wide strategy, driving 3.5x revenue growth for those viewing it as a value center, according to Accenture. Though, barriers hinder progress. Learn about the challenges in this white paper. Read on to access tips for building a sustainable CX practice.
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Computer Weekly – 22 August 2023: Can low code/no code ease developer skills shortages?
By: TechTarget ComputerWeekly.com
Type: Ezine
In this week's Computer Weekly, with organisations increasingly turning to low-code/no-code tools to enable "citizen developers" among staff – we look at whether this can help to ease software developer skills shortages. Read the issue now.
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Transforming Public Sector Efficiency: Government Innovation
By:
Type: Video
In an era where technology is continuously reshaping customer expectations, governments worldwide are at a pivotal moment to redefine efficiency, transparency, and citizen engagement. This virtual session will explore how government employees can do more with less using Salesforce. You'll get to see how some of our new Trusted AI capabilities like co-pilot, prompt builder, data cloud and more can be leveraged to streamline operations, facilitate seamless citizen services, and foster a culture of innovation within public sector. Get your questions answered by our subject matter experts.
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CW EMEA - April 2024: The blueprint for safe GenAI
By: TechTarget ComputerWeekly.com
Type: Ezine
In the Netherlands, the government has formulated a vision document to guide its citizens and businesses on the safe and responsible use of GenAI.
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Government insists 'nothing sinister' about web user data gathering
By: TechTarget ComputerWeekly.com
Type: eGuide
Privacy and data protection have never been more important. Cambridge Analytica, Facebook, we can count the recent scandals on two hands. But lately, government officials have insisted there is "nothing sinister" in plans to gather user information through the Gov.uk website to help deliver more personalised digital services to citizens.
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Deliver human-like customer experiences at scale
By: Soprano Design
Type: White Paper
In this white paper, you’ll learn about the state of the current CX landscape and unlock a step-by-step guide that’ll enable you to give your customers what they want: a human-like CX. Read on now to learn how can enhance your customer experience at scale.
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Low-code Governance: Empower citizen developers to accelerate productivity
By:
Type: Replay
There’s a lot to be said for tightly controlled software ecosystems. Not least being simplified governance. But what role does governance play with low-code? How do you maintain IT and cybersecurity standards when citizen developers are building their own apps? To find out, watch our webinar: Low-code Governance: Empower citizen developers to accelerate productivity. You’ll learn: • How to prevent application sprawl • Who maintains and supports citizen developed apps • How to keep your development team from becoming overwhelmed Help enable a new generation of developers—citizen developers—boost business productivity.
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Low-code Governance: Empower citizen developers to accelerate productivity
By:
Type: Video
There’s a lot to be said for tightly controlled software ecosystems. Not least being simplified governance. But what role does governance play with low-code? How do you maintain IT and cybersecurity standards when citizen developers are building their own apps? To find out, watch our webinar: Low-code Governance: Empower citizen developers to accelerate productivity. You’ll learn: • How to prevent application sprawl • Who maintains and supports citizen developed apps • How to keep your development team from becoming overwhelmed Help enable a new generation of developers—citizen developers—boost business productivity.
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Low-code Governance: Empower citizen developers to accelerate productivity
By:
Type: Replay
There’s a lot to be said for tightly controlled software ecosystems. Not least being simplified governance. But what role does governance play with low-code? How do you maintain IT and cybersecurity standards when citizen developers are building their own apps? To find out, watch our webinar: Low-code Governance: Empower citizen developers to accelerate productivity. You’ll learn: • How to prevent application sprawl • Who maintains and supports citizen developed apps • How to keep your development team from becoming overwhelmed Help enable a new generation of developers—citizen developers—boost business productivity.
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Low-code Governance: Empower citizen developers to accelerate productivity
By:
Type: Replay
There’s a lot to be said for tightly controlled software ecosystems. Not least being simplified governance. But what role does governance play with low-code? How do you maintain IT and cybersecurity standards when citizen developers are building their own apps? To find out, watch our webinar: Low-code Governance: Empower citizen developers to accelerate productivity. You’ll learn: • How to prevent application sprawl • Who maintains and supports citizen developed apps • How to keep your development team from becoming overwhelmed Help enable a new generation of developers—citizen developers—boost business productivity.
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Low-code Governance: Empower citizen developers to accelerate productivity
By:
Type: Replay
There’s a lot to be said for tightly controlled software ecosystems. Not least being simplified governance. But what role does governance play with low-code? How do you maintain IT and cybersecurity standards when citizen developers are building their own apps? To find out, watch our webinar: Low-code Governance: Empower citizen developers to accelerate productivity. You’ll learn: • How to prevent application sprawl • Who maintains and supports citizen developed apps • How to keep your development team from becoming overwhelmed Help enable a new generation of developers—citizen developers—boost business productivity.
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Low-code Governance: Empower citizen developers to accelerate productivity
By:
Type: Replay
There’s a lot to be said for tightly controlled software ecosystems. Not least being simplified governance. But what role does governance play with low-code? How do you maintain IT and cybersecurity standards when citizen developers are building their own apps? To find out, join us for Low-code Governance: Empower citizen developers to accelerate productivity. You’ll learn: - How to prevent application sprawl - Who maintains and supports citizen developed apps - How to keep your development team from becoming overwhelmed Help enable a new generation of developers—citizen developers—boost business productivity. Speakers: Mark Tognetti, director, creator workflows and platform product success, ServiceNow
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Role of Artificial Intelligence in Data Democratization
By:
Type: Video
Data Democratization is the final frontier of employee empowerment. Citizen developers are a widely discussed topic, but what about citizen analysts? Analytics can be an indispensable asset from the C-suite all the way to the frontline worker. But there are several challenges executives and non-technical users face in leveraging data for decision-making. How can AI help in democratizing data and transform your organization into a data-driven organization? Join AI industry analyst Kashyap Kompella in this fast-paced webinar on the current state of data democratization, its challenges, and the best practices of leveraging AI. Key Takeaways • Executive overview of the what, why, and how of data democratization. • Rationale and role of AI for data democratization, including: o How AI can drive adoption of self-service analytics; o How AI can enhance the user experience for analytics applications; o How AI can improve data protection and privacy practices • Use cases of examples of AI for data democratization.
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Role of Artificial Intelligence in Data Democratization
By:
Type: Talk
Data Democratization is the final frontier of employee empowerment. Citizen developers are a widely discussed topic, but what about citizen analysts? Analytics can be an indispensable asset from the C-suite all the way to the frontline worker. But there are several challenges executives and non-technical users face in leveraging data for decision-making. How can AI help in democratizing data and transform your organization into a data-driven organization? Join AI industry analyst Kashyap Kompella in this fast-paced webinar on the current state of data democratization, its challenges, and the best practices of leveraging AI. Key Takeaways • Executive overview of the what, why, and how of data democratization. • Rationale and role of AI for data democratization, including: o How AI can drive adoption of self-service analytics; o How AI can enhance the user experience for analytics applications; o How AI can improve data protection and privacy practices • Use cases of examples of AI for data democratization.
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How to Strengthen the Delivery of Citizen Identity Solutions
By:
Type: Talk
Smartphones have come to dominate every aspect of everyday life as citizens expect and demand more of their governments, and governments rush to deliver more services remotely and cost effectively. Mobile citizen identity is key to delivering these services securely and meaningfully. Join us as we examine how Entrust is introducing new capabilities for partners eager to quickly develop flexible citizen identity solutions which address national ID, permit, and most importantly ICAO Digital Travel Credentials by bringing together the strengths of its Identity, HSM, and digital solutions segments. 1. Learn how to identify the right citizen credential approach for the use case. 2. Learn how to bring together the various Entrust segment solutions to build a complete end-to-end citizen identity solution. 3. Learn how the ICAO Digital Travel Credential relates to traditional ePassport systems, and how to bring the two together.
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Is your business phone system delivering great customer experience?
By: Intermedia.Net
Type: White Paper
The modern customer expects seamless communication and personalized service. Access this checklist to see if your business phone system is delivering a great customer experience and discover how to elevate your customer communications.
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Scaling data and AI with confidence: Paving the future with Collibra's Data Intelligence Platform
By:
Type: Video
Join Siemens as they share their transformative journey in scaling Data & AI governance. In this session, recorded at Data Citizens® on the Road ‘24 in Berlin, discover how Siemens is paving the way for the future by managing Data & AI models across departments, ensuring compliance, and building a foundation for long-term success by unifying Data and AI strategies with Collibra. Speakers:
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Workshop: Unlock the Power of Generative AI for Federal Government
By:
Type: Video
Generative AI is revolutionizing how the federal government interacts with citizens as well as how federal employees interact with government data. In this workshop, you'll discover applications like AI chatbots and intelligent document processing tailored for government agencies. Our experts will guide you through the process of designing and building these powerful tools, sharing insights on retrieval augmented generation (RAG) and model fine-tuning architecture. Don't miss this opportunity to get ahead in the AI revolution. View the recording to learn how to harness the full potential of generative AI to streamline operations, enhance citizen engagement, and drive innovation in public services. Aaron Sengstacken, Sr. AI/ML Specialist Solutions Architect, FED, AWS & Diksha Sharma, AI/ML Specialist Solutions Architect, SLG, AWS
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Unlock the Power of Generative AI for State & Local Government
By:
Type: Video
Generative AI is revolutionizing how the state and local governments interact with citizens as well as how employees interact with government data. In this recorded workshop, you'll discover applications like AI chatbots and intelligent document processing tailored for government agencies. Our experts will guide you through the process of designing and building these powerful tools, sharing insights on retrieval augmented generation (RAG) and model fine-tuning architecture. Don't miss this opportunity to get ahead in the AI revolution. View the recording to learn how to harness the full potential of generative AI to streamline operations, enhance citizen engagement, and drive innovation in public services. Aaron Sengstacken, Sr. AI/ML Specialist Solutions Architect, FED, AWS & Diksha Sharma, AI/ML Specialist Solutions Architect, SLG, AWS
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Dutch organisations demand more from government
By: TechTarget ComputerWeekly.com
Type: eGuide
In this e-guide read about the findings of an investigation into the IT used by the Dutch government. It doesn't make good reading for the government, but sends a strong message that serious work needs to be done. Also read how a cyber-security organisation is calling Dutch government to push towards the creation of electronic IDs for citizens.
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Implementing GenAI: Use cases & challenges
By: TechTarget ComputerWeekly.com
Type: eGuide
The use cases of generative AI are wide-ranging and have the potential to impact nearly all areas in business and IT. In this e-guide on generative AI, learn how to put the technology to work in business applications, DevOps and IT, as well as manage implementation challenges and risks.
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The Future of EX & CX
By: Mitel
Type: Infographic
Explore how unified communications enhance employee and customer experiences, driving loyalty. Learn about personalization, modernization, and flexible solutions that empower your workforce. Discover strategies for building trust and boosting productivity through integrated tools and cloud services. View this infographic to elevate EX and CX.
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Accelerate the impact of automation initiatives with citizen developer programs
By:
Type: Replay
In the past two years, there’s been a 47% uptick in citizen automation programs. And with good results. Organizations that involve employees in their automation efforts—and that upskill and reward citizen developers—see higher revenue benefits, reduced expenses, and improved work quality. This includes finance, accounting, and tax functions. PwC and UiPath sponsored an IDC study to explore the features and impacts of these initiatives. Get ready to dig into the results. Join Maureen Fleming, Program VP, WW Intelligent Process Automation Market Research at IDC, Kevin Kroen, PwC’s Intelligent Automation Leader, and Brandon Nott, Senior Vice President of Products at UiPath for insights and an interactive discussion about the roles of employees and the enterprise in citizen-led automation programs. They’ll explore how: • 72% of automation adopters gain significant benefits from citizen developer participation, including boosts in revenue and work quality—and reduced costs. • Organizations lacking a citizen developer program can lag behind their competitors. • Building and improving citizen automation programs takes investment, upskilling, rewards programs, and a willingness to evolve. Don’t miss the opportunity to hear from intelligent automation and upskilling leaders about success stories, leading practices, and the latest research on how citizen developers—and the upskilling programs that train them—add value to the enterprise and help increase the speed of business. The complimentary IDC report, "Accelerating the Impact of Robotic Process Automation" discussed in the webinar will also be available for attendees to download at the webinar's conclusion.
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CX TRENDS: 1st Edition – Customer service insights in the gen AI era
By: ServiceNow
Type: eBook
44% of customers say their biggest frustration is not being able to reach a live customer service agent quickly. Meanwhile, agents often feel overburdened, with 70% needing 4+ apps to resolve customer issues.
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Unlocking Data Silos in Local Governement
By:
Type: Video
Join us to learn how you can unify your council's applications to unlock and leverage data as a driving force behind a truly digital experience for your citizens.
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Improve customer journeys with modern identity management approaches
By: Docusign
Type: Blog
IAM for CX streamlines customer journeys by removing redundant interactions and manual tasks. Tools like eSignature, Maestro workflows, Web Forms, and Identity Verification create smoother experiences. Discover how IAM for CX gives your business a competitive edge.
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Episode 1 | How success begets success, the top AI technologies, and more
By:
Type: Replay
Discover midmarket automation trends from an IDC survey. Learn how process modeling, citizen developers, and AI enhance automation success. Ideal for improving your automation strategy.
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Expleo: Optimizing McDonald's global AI strategy
By:
Type: Video
Establishing a robust data governance foundation was key to McDonald's AI strategy. With the help of Expleo, McDonald’s established a framework that facilitates rapid use case deployment and integration of Collibra AI Governance. Watch this session, recorded at Data Citizen ‘24, to hear how McDonald's was able to implement effective AI governance and lifecycle management at scale.
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Expleo: Optimizing McDonald's global AI strategy
By:
Type: Replay
Establishing a robust data governance foundation was key to McDonald's AI strategy. With the help of Expleo, McDonald’s established a framework that facilitates rapid use case deployment and integration of Collibra AI Governance. Watch this session, recorded at Data Citizen ‘24, to hear how McDonald's was able to implement effective AI governance and lifecycle management at scale.
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Expleo: Optimizing McDonald's global AI strategy
By:
Type: Replay
Establishing a robust data governance foundation was key to McDonald's AI strategy. With the help of Expleo, McDonald’s established a framework that facilitates rapid use case deployment and integration of Collibra AI Governance. Watch this session, recorded at Data Citizen ‘24, to hear how McDonald's was able to implement effective AI governance and lifecycle management at scale.
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3 defining fundamentals to kick-start your citizen development journey
By:
Type: Replay
Do you have a backlog of low-code apps but no one to build them? Have you started a small citizen development program but don't know how to grow? Come learn how citizen developers can boost productivity and lower cycle time across your enterprise. Nationale Nederlande (NN) Group experts will share how they empower citizen developers to create value with ServiceNow®'s low-code platform. The session will review how to ensure proper governance, how to start small and grow a program, and the importance of hosting hackathons to drive innovation. NN Group's experts will close with a demo—from intake to building an app, fast!
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3 defining fundamentals to kick-start your citizen development journey
By:
Type: Video
Do you have a backlog of low-code apps but no one to build them? Have you started a small citizen development program but don't know how to grow? Come learn how citizen developers can boost productivity and lower cycle time across your enterprise. Nationale Nederlande (NN) Group experts will share how they empower citizen developers to create value with ServiceNow's low-code platform. The session will review how to ensure proper governance, how to start small and grow a program, and the importance of hosting hackathons to drive innovation. NN Group's experts will close with a demo—from intake to building an app, fast!
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3 defining fundamentals to kick-start your citizen development journey
By:
Type: Replay
Do you have a backlog of low-code apps but no one to build them? Have you started a small citizen development program but don't know how to grow? Come learn how citizen developers can boost productivity and lower cycle time across your enterprise. Nationale Nederlande (NN) Group experts will share how they empower citizen developers to create value with ServiceNow®'s low-code platform. The session will review how to ensure proper governance, how to start small and grow a program, and the importance of hosting hackathons to drive innovation. NN Group's experts will close with a demo—from intake to building an app, fast!
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3 defining fundamentals to kick-start your citizen development journey
By:
Type: Replay
Do you have a backlog of low-code apps but no one to build them? Have you started a small citizen development program but don't know how to grow? Come learn how citizen developers can boost productivity and lower cycle time across your enterprise. Nationale Nederlande (NN) Group experts will share how they empower citizen developers to create value with ServiceNow®'s low-code platform. The session will review how to ensure proper governance, how to start small and grow a program, and the importance of hosting hackathons to drive innovation. NN Group's experts will close with a demo—from intake to building an app, fast!
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Novant Health’s Citizen Development Journey with ServiceNow
By:
Type: Replay
Looking for a way to harness the power of citizen development? Join us for our informative webinar, Novant Health’s Citizen Development Journey with ServiceNow, and learn how Novant Health implemented their groundbreaking citizen development program at scale with ServiceNow. Through governance, cross-department collaboration and support, Novant Health empowers citizen developers with self-service development capabilities while protecting and ensuring a stable platform. Join in as our experts show you how Novant Health: - Innovates faster with ServiceNow® App Engine low-code application development - Increases IT and business productivity - Puts a stop to shadow IT with documented, clear governance Speakers include: Brian Nuernberg, service delivery manager, Novant Health Paige Duffey, ServiceNow developer III, Novant Health Cassidy Gray, senior product marketing specialist, App Engine, ServiceNow