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Real-time interaction management (RTIM) delivers contextually relevant experiences, value, and utility at the appropriate moment in the customer lifecycle via preferred customer touchpoints. Assembling an effective RTIM ecosystem lays the foundation for enabling more immersive, invisible customer experiences. It's an enterprise challenge involving significant investments in both technology and people. Successful projects deliver long-term ROI.
RTIM is more than a single technology platform. Your needs may dictate a centralized next best experience (NBX) decision engine, a customer journey orchestration (CJO) solution, a cross-channel marketing hub (CCMH), a personalization engine (PE), or a combination of these capabilities. This webinar helps you choose the right solution to meet your RTIM needs.
Key takeaways:
Vendors mentioned: Adobe, Dynamic Yield by Mastercard, Engage Hub, Genesys, HCLSoftware, Medallia, Microsoft, MoEngage, Monetate, NGDATA, Pegasystems, Salesforce, and SAS
Target audience level: intermediate and advanced
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In our 30-criterion evaluation of real-time interaction management providers, we identified the most significant ones and researched, analyzed, and scored them.
B2C marketing executives can use this report to understand the value they can expect from a RTIM offering and to explore potential partners.
The results from our 2025 global survey into the state of customer feedback management and customer experience (CX) measurement programs are in! Join us for this webinar to discuss the results.Key takeaways: How CX leaders around the world manage customer feedback and measure CX.The key listening posts and metrics CX leaders and their organizations rely on.How CX leaders embed metrics and insights into their organizations.The technology CX leaders are using and how they’re leveraging generative AI.Target audience level: all levels
Generative AI (genAI) has distinct security-, efficiency-, and agility-boosting effects in customer identity and access management (IAM), anti-money laundering (AML), and fraud management. This webinar highlights how to use these capabilities.Key takeaways: Learn the uses of genAI in customer IAM.Discover the uses of genAI in fraud management and AML.Explore the risks of genAI and how to overcome them.Target audience level: intermediate and advanced
Today’s public sector environment changes daily. Tech leaders in government groups are pushed to maximize the budget they have. The most logical place to start? Portfolio rationalization. Techniques such as project prioritization, resource allocation, and redundancy elimination are essential to streamline operations and enhance overall efficiency. Although these steps will help drive down cost — the goal is creating a more adaptive platform that is responsive to changing needs and capable of integrating advanced technologies, including AI. This AI-ready framework enables agencies to leverage data-driven insights for better decision-making, predictive analytics for future planning, and automation to reduce manual workloads, ultimately driving innovation and delivering superior outcomes for their constituents.Key takeaways: Learn how to assess and rank projects based on strategic importance and resource availability to ensure optimal portfolio composition.Discover techniques to streamline operations by removing overlapping or unnecessary initiatives, thereby improving efficiency.Gain insights into effective resource management strategies that enhance operational effectiveness and drive better outcomes for government agencies.Target audience level: beginner and intermediate
CRM is a critical piece of technology infrastructure that underpins a firm’s ability to deliver next-generation financial services. It connects organizational silos to drive customer and business value. CRMs are integrating AI and adding intelligent agents to boost productivity and deliver personalized customer experiences at scale. This makes CRM an indispensable tool for financial services firms aiming to enhance customer experiences, streamline operations, and drive growth.Despite the benefits, we often hear that financial services firms struggle to justify the investment in CRM modernization, and firms that have done so say that they’re struggling to extract value. This makes it more important than ever to choose the right vendor. But the financial services CRM market is bifurcating, making vendor choice even harder.Key takeaways: Understand the financial services CRM market, key vendors, and common financial services use cases.Learn how AI (predictive, generative, and agentic) is transforming CRM and what it means for financial services firms.Uncover the mistakes that are leading to the underutilization of CRM by financial services firms.Identify the key considerations that should inform financial services firms’ CRM purchasing decision.Target audience level: intermediate and advanced
Generative AI (genAI) and agentic workflows are roiling technology services markets, overturning the 15-year stability of the prevailing business model. The era defined by time-and-materials pricing, agnostic technology positions, and people-driven business growth is no longer viable. Since the peak growth seen in 2021, the sector has become entirely different.Starting in 2022, four powerful forces began converging to disrupt the services status quo, forcing providers toward radically different choices and reshaping the sector to deliver what enterprises need now.Key takeaways: Learn how four forces shape technology service business models.Find out what separates winners from losers.Explore how, as a buyer of services, you can thrive in a reconstructed services economy.Target audience level: intermediate
The ITIL™ framework has been a mainstay of IT operational discipline, emerging as an authoritative inventory of key IT practices in the mid-1990s and enjoying broad adoption through the mid-2000s. But the Version 3 rewrite proposed an unworkable process-centric operating model that leading organizations bypassed in favor of DevOps and related approaches. While Version 4 made some necessary adjustments, the framework is now wholly owned by PeopleCert, who have shut out longstanding partners and increased costs for those seeking to gain or maintain certification. IT professionals have more effective and current guidance available.Key takeaways: Understand why now is the time to find alternative approaches to managing services.Understand the dynamics that are influencing the future of IT service management.Target audience level: intermediate