Posts in category Exclusives


Exclusives

Five9 President Dan Burkland: Leveraging Tech for Great Customer Experiences

“We’re seeing a digital transformation take place, where companies are moving their contact centers to the cloud,” noted Dan Burkland, president of Five9. “There are two key criteria for a contact center — there’s the CRM and the contact center infrastructure, and those two really go hand-in-hand. You bring a call, chat, text or email into the center, and you have to look for an agent who’s available and properly skilled to handle such an interaction.”

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HighGround CEO Andee Harris: Find Your People

“Human capital management is the idea that your humans are your capital, and so you should be investing in them and managing them, making sure that you’re giving your talent opportunities to grow, and that they have purpose in their work,” said HighGround CEO Andee Harris. “Human resources is more about HR benefits and core HR systems,” she noted, while HCM “is more about people systems.”

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NYC Data Science Academy CTO Vivian Zhang: Do the Difficult Things First

In the data science field today, “the big problem is that the industry does not have official data science training,” observed Vivian Zhang, CTO of the NYC Data Science Academy. “Their majors don’t teach them anything in the industry. We’ve become a natural transition funnel to bring those people in. Companies know that data science is important, but they don’t know how to do it.”

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Namogoo CEO Chemi Katz: Malware Can Ruin the Customer Journey

When all goes well, the customer journey “ends with buying a product,” said Chemi Katz, CEO of Namogoo. “Hijacking interferes with the customer’s journey. It can be a pop-up that the company didn’t put there, or something that will lead a customer out of the website. It’s any interference that doesn’t come from the e-commerce business itself, but from a third party.”

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LSQ Software Engineer Ishita Mandhan: Find Your Community

“Girls in Tech is a global nonprofit. We focus on engagement, education, and empowerment of girls and women in technology,” said Ishita Mandhan, a software engineer at LSQ and program director for Girls in Tech. “It’s important to provide the support network to help women to develop their careers in STEM fields. Girls in Tech’s Global Classroom “teaches girls and women around the world.”

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Content Analytics’ VP Kenji Gjovig: There’s Chum in the E-Commerce Waters

Content management is all about making sure that a product item page “has all of the information that a customer needs to buy an item or have a good experience with it afterwards,” said Content Analytics VP Kenji Gjovig. “A content management system has the ability to set up new items, post images and video, and create a robust title and detailed item description.”

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Helpshift VP Tushar Makhija: Not All Customers Will Help You Make Money

“As services are getting more and more mobile, service needs to get mobile as well,” said Helpshift VP Tushar Makhija. “If you look at customer service over the last 10 to 15 years, first it was all about average handling time. If you grew quickly as a business, you needed to stack up a call center. The next five to six years were all about self-service, so technology started building up.”

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LogicHub CPO Monica Jain: Focus on Results

“I was always interested in analyzing the data,” said LogicHub Chief Product Officer Monica Jain. “I was introduced to a company that was a pioneer in the market, and that’s where my career in security started. I fell in love with security because it’s all about finding and analyzing the data, and about crunching the data. That’s how I started with security. I’ve never left it since then.”

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Congressional App Challenge Director Rachel Décoste: Get on Board the Tech Train

“Coding is one of the most in-demand skills. There’s a myth out there that you need to have this skill only if you work with computers, but as society develops, you’re going to see coding in every field. This is a skill that’s needed in all job sectors,” said Rachel Décoste, director of the Congressional App Challenge. “The jobs of tomorrow will require, if not coding, at least an understanding of how it works.”

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Zyme CCO Ted Dimbero: Connecting the Channel Data Dots

“Channel data management is about providing high-tech companies with all the data and information they need to effectively manage their distribution channels, sales and marketing,” said Zyme CCO Ted Dimbero. “Traditionally, companies have relied on managing the channel fairly blindly. They may get monthly data, but a lot of the data is incomplete or too late to make important decisions.”

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Multitasking CTO Heather Wilde: Making the World More Like Star Trek Than Skynet

“I care about helping more women get into technology, so I spend a lot of time teaching girls from sixth grade to high school so that they’re more educated about STEM fields,” said Heather Wilde, CTO of ROCeteer and TWIP. “I’m also chair of the engineering school’s advisory board at the University of Nevada, Las Vegas, to help steer the school toward new directions.”

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