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Pack your sneakers and come join us!

 

We are looking forward to seeing you at Aurea Experience 18 in New Orleans next week!

For those of you early birds, we are organizing a group to go on a 3-4 mile run to explore the Mississippi River and the French Quarter shortly after sunrise.

It doesn't matter if you are a beginner or a more advanced runner, all are welcome!

Meeting date/time:

Wednesday December 5th 6:30am at Astor Hotel Lobby

 

Organizer:

Kosheno Moore

 

Duration:

40min - 70min depending on pace

 

Weather Forecast:

Recommended Running Attire:

For 40-50 Degrees, long sleeve tech shirt, shorts or tights, gloves (optional), headband to cover ears (optional) are recommended.

See more @ Running in the Cold - Winter Running Gear

 

Suggested Route:

Final route may change slightly due to weather, construction conditions etc.

 

See you there!

Aurea Experience 18 features many of Aurea’s most innovative customers and partners. The Digital Workplace speakers below will share their experience and expertise on all areas of community and technology! We hope to see you at AE18 New Orleans!

Register today to engage with technology experts and peers at Aurea Experience 18.

 

Digital Workplace SpeakersWhat You'll Get Out Of The Session

Innovative strategies to extend your community that drive unprecedented value at Royal Bank of Canada. by Aaron Kim and Sajneet Sodhi

Recipient of the prestigious Digital Leader of the Year award by Digital Workplace Group (DWG) and CMSWire, Royal Bank of Canada, shares their successful approach of continuously evolving RBC Connect (Jive), through new use cases and extensions to engage 63,000+ active users and their ever-changing needs, while delivering on key business objectives. This sessions will leave you inspired by RBC's community extension strategy to include employee peer recognition, advanced ideation, social learning and chat bots - resulting in unprecedented adoption and engagement rates and making RBC Connect one of the most valuable platforms within the organization.

Jive’s Intelligent Workplace - An Exclusive Look at Product Innovation & Roadmap by Shai Sagi

Today's digital workplace is fueled by 20+ years of nurturing collaboration, knowledge sharing and content creation, leaving employees feeling more overwhelmed than ever before by the nearly infinite content and plethora of tools at their disposal. Attend this session for an exclusive look into Jive’s product innovation roadmap featuring semantic search, people and expertise discovery, and mobile digital diary.  Learn how these innovations are shaping the intelligent workplace of tomorrow - and how they play an essential role in your digital workplace strategy.


Leveraging your Jive platform to drive business agility and carry an organization during times of change. by Ellen Anderson

Change is inevitable and vital to establishing and maintaining a sustainable competitive advantage. In 2018, Thomson Reuters underwent an organizational transformation unlike any other in its history, requiring company-wide alignment among 50,000 employees.  Attend this session to learn about the strategies behind how Thomson Reuters leveraged configurability and flexibility of Jive to drive business agility, lessons learned along the way, and how you can leverage the platform to support your organization during times of change.

From me to we: supporting change and transformation with community in the digital workplace by Jakkii Musgrave

With so much focus on digital workplace technology, we have continued to overlook the fundamental element in the digital workplace - the people. And it's becoming more evident: research consistently shows current digital workplace priorities for organizations are dominated by non-technology, people-related issues. Organizations are now playing catch-up, struggling to address challenges like culture, change and the employee experience. Openness, transparency, sharing and collaboration are fundamental in the digital workplace, but does your organization's culture support these behaviors?

Whatever the supporting toolset, the digital workplace is about enabling and empowering people to be effective by creating the conditions for engagement and connecting people to information, knowledge and each other through strategic and effective community management."

Against the odds: A flourishing community in a highly competitive and culturally diverse environment. by Julia Scherbina, Anna Kravets and Sveta Danilchenko

VEON, the 6th largest mobile network operator in the world, overcame obstacles of cultural diversity, competing tools and business priorities, to relaunch and create a thriving Jive community across 7 countries.   Attend this session to uncover specific strategies around nurturing collaboration among multi-language employees, co-existence with other collaboration technologies, and building executive support to advance your digital workplace.

 

Don't miss out on all of these informative and fun sessions! Sign up for AE18 Munich at https://www.aurea.com/experience18/new-orleans/!

I recently returned from Munich and our Aurea Experience 18  held there for our European customers. I was delighted to engage in many meaningful and candid discussions with many customers, and I’m looking forward to more of these in New Orleans at our North American Aurea Experience 18, coming soon in December.

 

In my last blog post, three of our focus items I mentioned were resolutions times, launching a new customer experience on our portal, and increasing the creation and sharing of knowledge across all of internal Aurea (support, development, services) and you, our customers, through the launch of Knowledge Centered Support (KCS). Here’s an update on our progress and what we are continuing to do to improve in each of these areas.

 

Resolution time is a direct function of product quality (defect count and severity) and the depth of knowledge in all of our Aurea teams (e.g. Support, Development). Let’s start with product quality.

 

The fastest resolution for a support issue is to prevent the issue in the first place! That is why development has been focused on a comprehensive quality framework spanning fixing defects, increasing quality testing, enhancing the underlying quality of the code and ensuring our hosted services stay available. The quality framework initiative will ramp up the correction of high severity issues, add over 10,000 automated tests to the release process to prevent future defects, and add over 30 new monitoring services to hosted components to ensure availability of hosted services. Support will continue to sponsor and advocate for this initiative, because we know how important product quality is and its direct impact on your experience with us.

 

But support also has to step up its game. Not every issue you raise is a defect and we need to do much better at getting you the relief you need more quickly. One of the main ways we plan to do this is by dramatically increasing the training of our people and via the pending launch of Knowledge Centered Support (KCS).

 

I mentioned before that KCS is a service delivery method that focuses on knowledge as a key asset of the organization, whereby the use, creation and refinement of knowledge is not secondary, it is integrated directly into the issue prevention and resolution workflow. It puts knowledge at the heart of every interaction, it allows our customers to self-service with speed and convenience, and it allows agents to respond to problems in a continuous learning and improvement cycle - the result is dramatically faster and smarter interactions.

 

A good number of our agents are now KCS trained and the systems required to support them are being readied for release this month. That means agents will create or refine knowledge in every single issue they encounter, are empowered to quickly and easily share it with you and other agents, and will be surrounded by technology that unifies, aggregates, indexes, scores and evaluates the knowledge to make it available to you in a contextually relevant way. How will you experience this improvement? Both in your self-service capabilities and in the knowledge of our agents managing your issues - both resulting in faster resolution times.

 

It has been a few months since the Support experience has changed for many Aurea customers and I realize how frustrating those changes were. I mentioned in my last post that we are committed to getting back to a customer experience that meets, and eventually exceeds, your past portal experiences. Our first step in that direction is the launch of a new customer portal experience.

 

The new experience will be an enhanced way of interacting with us, using Jive for social service in the form of collaboration and community, adding to it our KCS initiative to provide accessible and relevant knowledge via self service, complete with enhanced case management for assisted service.

 

The initial version of the experience will be made available to our Customer Advisory Board in late November, where we will garner input and adapt. Our current plan is to make it generally available in late December or early January. This is not a static launch. It will be a living, breathing and evolving experience - and we want all of your feedback. Our commitment is to gather it via Aureaworks and work as fast as we can on continuous improvement.

 

Coming soon in the next 6-8 weeks:

Customer Facing

  • New Support Home page on Aurea Works, centralizing all support needs to a single easy to use location
    • Including dedicated Product pages for quick access to only the content you find most important.
  • New UI for Case Management, simplifying navigation, and creating a seamless transition to all of our resources. (ie. synced ui to aureaworks support location)
  • Federated Knowledge Search, combining Articles, your cases, documentation, community posts, and more.

Internal with Customer Value

  • Adoption of KCS practices for internal teams to leverage all content across the company to accurately, and swiftly resolve customer issues.  Including article and content creation.
  • End-to-End process enhancements, placing a critical eye on how we operate and provide communication and results back to customers.

Coming Q1

  • Support Case Management portal - 2.1 -  New case layouts, behaviors and functionality, self service case following (and notifications),  simplified case creation. multi contact notifications.

 

I know we still have lots of work to do on our mission - respond to you quickly, resolve your issues fast, and communicate frequently and transparently at all steps. I strongly believe all of the things mentioned above are supportive of that mission and are moving us in the right direction. I personally will not relent on continuing to improve, and I know that you will continue to hold me and the entire team accountable.

 

I look forward to your continued feedback and input!

 

 

Dan Beer, Chief Customer Success Officer, Aurea

Aurea Experience 18 features many of Aurea’s most innovative customers and partners. The Digital Workplace speakers below will share their experience and expertise on all areas of community and technology! We hope to see you at AE18 Munich! Register today to engage with technology experts and peers at Aurea Experience 18.

 

 

Digital Workplace SpeakersWhat You'll Get Out Of The Session

From a Dispersed Global Workforce to a Digitally Connected Workplace by Richard Thompson

Carlson Wagonlit's employees are globally dispersed - and many of them are home workers. Rich Thompson and team brought Jive in to create a digital hub, "Buzz",  which leverages CWT's pillars of communication, collaboration, content and conversation.   Secondarily, CWT has unequally monetized their internal community, creating an additional source of revenue and return on their investment. Attend this session to learn how to convert your community into the only workplace many people know, driving culture and shaping your modern organization - while delivering true business outcomes.

Jive’s Intelligent Workplace - An Exclusive Look at Product Innovation & Roadmap by Tej Redkar and Shai Sagi

Today's digital workplace is fueled by 20+ years of nurturing collaboration, knowledge sharing and content creation, leaving employees feeling more overwhelmed than ever before by the nearly infinite content and plethora of tools at their disposal. Attend this session for an exclusive look into Jive’s product innovation roadmap featuring semantic search, people and expertise discovery, and mobile digital diary.  Learn how these innovations are shaping the intelligent workplace of tomorrow - and how they play an essential role in your digital workplace strategy.

How to fuel a world-class digital workplace to encourage action, innovation and drive real business results. by Anna Kravets, Tetiana Kipiani and Andriy Yaremko

Recipient of the prestigious 2018 Worldwide Intranet and Digital Workplace Award, Vodaphone Ukraine, and their partner ANROM, share the challenges and lessons learned in achieving over 88 percent community adoption, driving improved employee satisfaction and delivering millions of dollars in cost savings with their Jive community. This session will leave you with plenty of techniques for engaging employees and best practices you can implement within your community today.

Digital Adoption - a make-or-break for a modern organization. by Andrew Gilleran

When Andrew Gilleran joined Fenergo, he was told that he needed to fix a stale community that "everyone hates". Within 6 months, Fenergo converted their Jive community into a digital workplace where employees come to get work done.  Join this session to learn how to overcome the most common challenges in driving community adoption, spurring knowledge management and inspiring a culture of knowledge sharing between employees and external community members.

Connecting the Digital Workplace to the Broader Organization for Improved Performance by Jon Ingham

The world of work has become more collaborative. Whereas ten years ago many people worked largely on their own, these days we spend most of our time on the phone, in meetings and answering emails and social updates. Implementing the social technology itself is the easy part. Linking a digital workplace to the physical organization is the greater challenge. After working with top global brands, author Jon Ingham shares his take on developing social capital and creating a successful digital workplace.

 

Don't miss out on all of these informative and fun sessions! Sign up for AE18 Munich at https://www.aurea.com/experience18/munich/!