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Promise #4: Focus on Engagement

HPWorkforceOptimizationPromises_AT.jpgHere’s the fourth installment in my series of our promises to you, our customers.  These promises are our imperatives as an HP business group and stand as guiding targets for our employees.  We’re aligning the entire organization around these imperatives.


Read more to learn about the HP Qfiniti leadership team's promise to focus on engagement.

Only thing left to do is party at #HPEngage14

TimetoParty.JPGI’ll keep this brief.  I want to get to our final activity, our end of conference party. 


These past few days I’ve learned a ton.  Been impressed by things HP is doing in the area of customer engagement that I didn’t know about...


Read more to see what we've learned and to get a quick re-cap of everything HP Engage 2014.

HP Customers celebrated at #HPEngage14

CelebratingCustomers.JPG#HPEngage14 is winding down and it seems appropriate to feature the reason why we're all here. Our customers.


Last night, we celebrated our customers’ successes by formally passing out a handful of awards.  Congratulations to all the winners...


Read more to see who won at Engage 2014 Visionary Awards Gala.

General session, day 2 at #HPEngage14: What we learned

GenSession2_Realise.jpgCongratulations to Tony Murphy and Realise.  It was really encouraging to hear how effective a dedicated partner can be when the technology they are aligned to is robust and scalable.  It’s easy to “drink the cool-aid” when you work at the company...


Read more to see what else went on during Tuesday's General Session at HP Engage 2014.

Heading into day 2 at #HPEngage14

HeadingIntoDay2.JPGI’m beginning to sound like a broken record.  This event continues to impress.


I personally have already held nine executive meetings with HP Qfiniti customers.  My peers Mike Salfity, Gabriele Di Piazza and Annie Weinberger, have all been equally busy...


Read more to see how HP Engage 2014 has been going.

General session, day 1 at #HPEngage14: What we learned

Promise3_WFO_AT.jpgThis morning we saw our first content presented here at Engage.  Thought I’d share with you a few of the insights I gleaned.  First, and not necessarily most important, I presented on Voice of the Customer analytics titled: “I know where the treasure’s buried." In today’s era of Big Data, analytics capabilities are paramount.  


Read more to see what's been presented at Engage so far.

Ready, Set, Engage at #HPEngage14

20140731_HP_Engage_525x525_ready.jpgOur customers are AWESOME!  They’re here at Engage in full-force, engaged and ready to go.  Can’t say enough about the energy level here!


We had a great welcome reception Sunday night.  I had many fantastic discussions with customers from across our business unit including customers of HP ExstreamHP TeamSite and HP Optimost.  Of course, the customers closest to my heart – HP Qfiniti customers – were especially lively. 



Energy level is high at #HPEngage14

engage_banner_655x260.jpgWelcome to the beautiful and luxurious JW Marriott in Phoenix and to #HPEngage14.   It’s Sunday and the conference officially kicks off at 6pm PT with a welcome reception.    


My first impression is that I’m really impressed by two things...



HP Explore Voice of the Customer Analytics, explained simply [VIDEO]

In a previous blog, I shared with you a new animated video for HP Qfiniti.  Well, we also created one explaining HP Explore.  Both are short, to the point and very easy to follow!  I hope you find them useful.


Watch our video to see how HP Explore makes Voice of the Customer analytics easy.


Promise #3: Focus on Workforce Optimization (WFO)


Hello from HP! We’re only a couple days away from our first HP Engage customer conference.  If you’re planning to attend, I look forward to meeting you in person. 


Hopefully you’ve seen promise #1 and promise #2 of this series where I lay out the organizational imperatives for the HP Qfiniti and HP Explore business group.  These areas of focus are intended to give HP employees specific promises to rally behind. 


Keep reading to learn more about HP Qfiniti leadership team's third guiding imperative: a focus on workforce optimization (WFO).

HP Qfiniti Workforce Optimization, explained simply [VIDEO]

We just completed a new animated video explaining HP Qfiniti in a very simple way.  We think this approach is compelling and hope it helps you understand what HP Qfiniti offers. 


Watch our video to see how Workforce Optimization for the contactcenter has never been easier.

HP Qfiniti YouTube Ad: Yes, HP Does Software Too!

Qfiniti_Ad.pngWe’re spending more energy these days raising awareness that Yes, HP does software too.  Here’s our 15 second YouTube ad that you might see before your cute cat or basketball trick shot videos.

Promise #2: Focus on Performance

Performance_2.JPGWe’re just a week and a half away from our very first HP Engage customer conference.  If you’re interested in a last minute registration – don’t forget you’ll get a free HP Slate 7! I’d love to meet up with you in Phoenix September 21-23.  You can review the agenda and register here.


As you know, my leadership team recently established guiding imperatives (aka our promises to you, our customers.)...


Keep reading to learn about HP Qfiniti's leadership team's second guiding imperative: a focus on performance.



Promise #1: Focus on the Customer

JeffW FO Customer.jpgHowdy from Texas. We’ve entered September, but the temperature here is still threatening 100 degrees!


I’ve now been on the job for a robust ten days and I’m already encouraged by the things we’re accomplishing. Focus has emerged as a clear governing mantra for us...


Keep reading to learn more about our focus on the customer and what that means for you.

HP Qfiniti: Contact Center Workforce Optimization [Video]

Don’t know much about Workforce Optimization or HP Qfiniti (or HP Explore)? Watch this video to learn what Workforce Optimization means and how it can make a difference in your contact center. 


The talking heads you’ll see are all really famous, highly paid actors… <grin>

Be a proud HP customer

LivingProgressImage2.JPGHave you checked out HP’s Living Progress Report? 


I’ve been with HP for almost three years now and continue to be impressed with their (our) continued investment in doing the right thing.  HP has been reporting their Global Citizenship results since 2001 – you can see that it’s been an ongoing source of pride for the company for many years.  You can read any, some or all of these reports here


Keep reading to learn what global citizenship, creative thinking and technology can accomplish...

HP Qfiniti customers said what?

Last week, I shared our plan to better connect / reconnect with our HP Qfiniti customer base.  Well, we’re already making progress!  We’ve surveyed our customer base for high level feedback on the product line and already have some results…


Read what customers had to say...


Digital Marketing: The contact center belongs at the center of your Voice of Customer program

Contact_Center_Image.JPGSo why do you think we call it the contact center, anyway?


One reason is because the contact center, which handles the frequent and direct interactions with customers, is uniquely positioned to serve as the central hub for enterprise-wide Voice of Customer (VoC) initiatives.


Read on to learn why big data impacts everything...even in the contact center.

Digital Marketing: Upgrade to HP MediaBin 8 Webinar – August 25th

Capture.JPGAre you a current HP MediaBin customer and interested in upgrading to HP MediaBin 8? Join us on Monday, August 25th for a free, informative webinar. If you’re currently on an earlier version of HP MediaBin, you won’t want to miss this webinar.


Roger Kapul, Senior HP MediaBin product expert will walk you through just what you need to know.

Reconnect with HP Qfiniti and HP Explore... and Our Promises

20140702_HP_Awareness_Workforce_300x250.gifI wanted to take this opportunity to introduce myself and share with you how excited I am to be here!  My name is Jeff Westover and I’m stepping into the role of Vice President and General Manager of HP’s Customer Interaction Solutions business group—the home of HP Qfiniti (formerly etalk Qfiniti) and HP Explore, part of the Marketing Optimization unit within HP Software. 



High School Interns at HP? Yep, we do that too!

Juan Mendoza Mayors Conference 1.jpgIn late Spring I ran into a colleague at HP’s Plano, TX campus.  She asked if I’d be available to work with our incoming interns.  I said, “Sure!  I’d love to!”


Little did I know that the interns she was talking about were a group of nine very impressive high school sophomores, juniors and seniors from the Dallas area.  That’s right… HIGH SCHOOL INTERNS...



Why you should attend #HPEngage14.

20140731_HP_Engage_525x200_why.jpgHP Engage is not another boondoggle in Arizona.  HP has quietly put together a tremendous portfolio of customer engagement capabilities, and the HP Engage (#HPEngage14) event will be something of a coming out party for this customer engagement platform...


Conversion optimization, customer service interactions, augmented reality... Keep reading to learn more, and access a helpful toolkit for the event!

My Favorite Session Planned for #HPEngage14

20140731_Engage_309x200_why3.jpgI was working with the team this week on the agenda for HP Engage 14, and came away from the discussion especially excited about the HP Qfiniti / HP Explore track (called Customer Interaction).  The flow of the sessions is outstandingwith a combination of best practices in using the technology to solve real call center problemsto new capabilities to expand the value of the HP Qfiniti platform.  


Keep reading to find out what's planned for HP Qfiniti and HP Explore customers at HP Engage14.

Customer Lineup Emerges for #HPEngage14

engage_banner_655x260.jpgMore from the HP Engage 14 front!  In a previous blog post, I mentioned that the conference agenda is “jam-packed with great speakers, customer case studies, technical tracks…”  I’m happy to be able to share clarity around the customer speakers signed up...


From Nikon to Verizon, read on to find out what other customers are on the HP Engage14 agenda!

Our investment in #HPEngage14 is an investment in you.

oprah.jpgIn the last few weeks, you’ve likely seen a bunch of communication/“advertising” for HP’s newest customer conference called HP Engage.  It’ll be held in the sunny Phoenix/Scottsdale area September 21-23.  This conference is a clear investment in our customer community for our core marketing and call center products...


If you aren't already excited for HPEngage14, you should be! Keep reading to get an exclusive look at what we have planned for you.

Digital Marketing: Leveraging the HP MediaBin APIs: Part 4 – Asset Metadata

mediabin part 4.jpgIn this post, we’ll explore the MediaBin APIs used to retrieve metadata on assets.  These will form the basis of any code you will write for the following: to extract metadata from assets in MediaBin, to display to a user, to become part of a report or to feed into another process. 


This is the fourth post in a blog series on Leveraging the HP MediaBin APIs.

Digital Marketing: Are you missing valuable insight by not using 100% of your customer interactions?

videoimage.JPG“This call may be recorded for quality assurance purposes.” Call Centers do this on a random basis since it is not practical to review every single customer interaction over the phone (or is it?)...


Are you using 100% of your customer data for valuable insights? Keep reading to see what this  could mean for your organizaton.

Digital Marketing: Time for Finance to Invest in Optimization? Customer Experience Depends on it.

24% pie chart.pngThere’s no way to sugar coat it: the digital world has the financial industry facing some tough challenges when it comes to reaching their customers.  Financial marketers are looking for solutions that will move the needle big time.


Despite these challenges, read on to see why financial brands have a huge opportunity.

Digital Marketing: Optimization Challenges and Tactics for the Travel and Entertainment Industry

optimost blog.jpgA few weeks ago, my husband and I took our eight month old son on his first trip to the beach.  Before our trip, the most water Jacob had ever seen was...


Keep reading to learn how the world’s top travel and entertainment brands are serving up dynamically different digital experiences.

Digital Marketing: Leveraging the HP MediaBin APIs: Part 3 – Searching

mediabin part 3.jpgIn this post, we’ll explore one of the most commonly used set of API calls in MediaBin – the Search API.  This API is used frequently and—as we will see—can be quite flexible.  MediaBin returns...


This is the third post in a blog series on HP MediaBin APIs

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About the Author(s)
  • With over 15 years’ experience in product marketing and sales with enterprise software companies, Becky brings considerable expertise to HP’s Information Archiving product marketing team. In her role, she is responsible for cultivating go-to-market strategy, messaging, and content. Becky enjoys working with clients, partners, and prospects to gain a better understanding of the information archiving needs, priorities, and issues affecting enterprises
  • Beth Demirjian leads HP Autonomy's digital strategy including search, social, mobile and email and has 15 years experience in enterprise software. She resides in San Diego, CA.
  • Chris Surdak is a Subject Matter Expert on Information Governance, analytics and eDiscovery for HP Autonomy. He has over 20 years of consulting and technology experience, and holds a Juris Doctor from Taft University, an MS from the Wharton School at the University of Pennsylvania, a CISSP Master's Certificate from Villanova and a BS in Mechanical Engineering from Penn State. Chris is author of the Big Data strategy book, "Data Crush," which was recently nominated as International Book of the Year for 2014, by GetAbstract. Chris is also contributing editor and columnist for European Business Review magazine.
  • Claire Dominy is a Digital Marketing Manager at HP Autonomy and is currently based in Houston, TX.
  • Da Hye Huh serves as the Director of Product Marketing for Autonomy IDOL.
  • Dan Burke serves as a vice president of HP Software. He is in SME within Power and Emerging technologies, focused on HP Autonomy Explore and IDOL based solutions, such as multi-channel analytics and knowledge management.
  • David Brown is a Product Marketing Manager at HP Autonomy, where he leads product marketing for several of HP’s Information Governance solutions.
  • David Humphrey, CTO of Video Surveillance for HP Autonomy oversees operations for Video, pioneering intelligent video-analytic technologies for international installations. Mr Humphrey has over twenty years experience in advanced video-analytics, with seventeeen years on security applications, as a leading provider of security and surveillance solutions to defense agencies, governments and major corporations around the globe.
  • David Roy has over 27 years of experience in Software Engineering, with expertise in the areas of Digital Asset Management, Image Science and Image Processing. David led the HP MediaBin Development Team for over 15 years and now works in the HP Autonomy Professional Services group.
  • Dominic Brown is Vice President, Meaning Based Governance at Autonomy, Inc. At Autonomy, Brown employs his 15 years of legal and IT experience, along with Autonomy’s unique technology, to help organizations address challenges with eDiscovery, compliance, and records management.
  • Federico Grosso has over 15 years of international technology management experience and technology evangelization. Federico currently serves as HP´s Managing Director of HP Autonomy operations across Latin America. He is directly responsible for all aspects of HP Autonomy's business in the region and the positioning of the company´s innovation in the area of unstructured information.
  • Fernando Lucini has been with Autonomy since 2000 and serves as Chief Technology Officer. As Chief Technology Officer, based at Autonomy’s headquarters in Cambridge, UK, Mr Lucini is responsible for defining the overall technology vision and strategy for HP Autonomy including the long term product roadmap and evangelising to customers and to the rest of HP, overseeing and sponsoring some of the world’s largest and most complex information systems across a range of industries.
  • Gagan Bhatia serves as WW product marketing manager for Enterprise Data Protection software within HP Autonomy business unit. He has over 15 years of experience in developing and marketing enterprise software including archiving, data protection, and information management solutions. He is based in San Francisco Bay Area.
  • Gabriele Di Piazza is Vice President of Marketing Optimization for HP Autonomy. In this role, Gabriele leads a team responsible for the product marketing strategy and execution for a set of advanced marketing solutions. These include, digital experience management, web optimization, search engine marketing, rich media management, contact center management and marketing analytics.
  • George Tziahanas leads product management and strategy for HP Autonomy’s Legal and Compliance Portfolio, including its Compliant Archiving, eDiscovery, Legal Hold, and Supervision/Surveillance solutions. George also works closely with HP Autonomy financial services clients, overseeing deployment and ongoing management of solutions designed to meet regulatory requirements.
  • This account is for guest bloggers. The blog post will identify the blogger.
  • Henry Eakland joined HP Autonomy in April 2012 and currently works as Director, Product Marketing focused on our Marketing Optimization solutions suite. He works out of our San Francisco, CA, office.
  • Ilan Gendellman serves as Director of Professional Services and leads the HP Autonomy’s Web Content Management Professional Services team in the Americas. Ilan and his team are working closely with HP customers to implement complex Digital Marketing solutions to drive Customers’ business goals. He is based in Atlanta, GA.
  • Su serves as Director of Product Marketing for HP Connected Backup and LiveVault, and has more than 20 years of experience in enterprise software including SaaS, data protection, and information management & governance. She is based in Northern California.
  • Jeff Veis is Vice President of Solution Marketing for HP Autonomy responsible globally for product, partner and field marketing initiatives. Jeff has been in the enterprise software industry for more than 20 years and has experience in marketing, strategy, sales, and partnerships. During his time at HP Autonomy, Jeff has founded the Liberty Alliance Project, a first-in-class standards organization with a global membership that provides a holistic approach to identity.
  • Jenny Ryan is a Director of Product Marketing at HP Autonomy. She’s devoted to helping brands learn to love their data, understand their audience, and effectively engage with audiences across all touchpoints.
  • Joe Garber is Vice President of Information Governance at HP Autonomy. In this role, he leads product messaging and go-to-market efforts for the organization’s eDiscovery, information archiving, and ECM market offerings. Garber has more than 10 years of experience in information governance and eDiscovery.
  • Joe has over 13 years of experience in technology marketing and is currently focused on the analytics solution portfolio. Prior to this role, he was responsible for product marketing of the enterprise application data management solution.
  • Delivering subject matter expertise in the area of financial services compliance and product marketing for HP’s eDiscovery and Supervision/Surveillance products. John has been a legal and compliance professional in the financial services industry for over 12 years. Prior to joining HP Autonomy, John was a compliance officer, auditor, and consultant for major banks, broker-dealers, investment banks, hedge funds, and asset management firms.
  • Kam has over 15 years' experience in marketing and technology, primarily involved in the marketing software industry. Prior to joining HP Autonomy, Kam worked at Yesmail Interactive, a leading email marketing technology provider, where he was responsible for product marketing, lead generation, and digital marketing. Kam also has extensive experience in WCM and Campaign Management & Analytics, having worked at Alterian (now part of SDL) on those product lines.
  • Luis Romero is a Senior Product Marketing Manager at HP Autonomy, where he leads product marketing for HP’s Information Archiving solutions. Luis has over 12 years of experience in enterprise software and information archiving.
  • Martin Cuéllar, Director of Product Marketing for HP Software, is a Subject Matter Expert within HP Autonomy Emerging Technologies. Martin’s career includes work with public sector, private sector, government, and non-profits implementing new analytics, CRM, ECM, and search solutions. He works with existing and new HP customers using Autonomy Explore Cloud for multi-channel analytics and social engagement.
  • Michelle is the Global Product Marketing Manager for HP Records Manager and HP ControlPoint within the Information Governance portfolio. Responsible for solution messaging, positioning and GTM strategy, Michelle works closely with the product, sales, marketing and channel organisations within HP to develop these. Michelle has 13+ years experience in the Information Management space having worked closely with customers, industry and business partners over this time.
  • Randy manages worldwide public relations, analyst relations, social media, and employee communications for HP Autonomy.
  • Robert Brennan is a senior client director at HP Autonomy with seven years’ experience in marketing optimization. He specializes in A/B and multivariate (MVT) testing with HP Optimost, working directly with key clients on strategy, execution, and analysis. Robert also serves as a valued thought leader for HP by educating new employees, streamlining departmental processes, and developing highly effective client deliverables.
  • Scott speaks, blogs, writes articles and specializes in driving competitively differentiated integrations for storage and virtualization. VMware Certified Professional, recognized as a vExpert, VMWorld speaker, VMUG keynote speaker, and a contributing author of the book Virtualization Changes Everything.
  • Shabih Syed is a seasoned technologist possessing 9+ years in technology leading SaaS, mobile and consumer web development teams. He is currently serving as a Product Manager within the HP Autonomy Marketing Optimization organization and is the Agile Product Owner for the ongoing development of TeamSite.
  • Responsible for Cloud Server Data Protection products, including LiveVault and Data Protector. Based in Boston, MA. Twitter: @sraldous
  • Stephen Spellicy is known as a virtualization and data protection subject matter expert with 17+ years of experience in the technology industry. As the Director of Product Management for Data Protection within HP Software's Division, he manages a portfolio of software products that over 60k customers leverage worldwide. His expertise within the backup/recovery, storage, virtualization, and cloud technology areas have also gained him recognition with HP internally and externally, with many contributed articles published technology focused magazines & periodicals.
  • Sunil Menon is CTO and heads up Product Management for Marketing Optimization at HP Autonomy. Sunil has over 17 years of technical and business experience in the areas of Digital Marketing, Content Management, Marketing Automation and Marketing Optimization. In his current role, Sunil leads Product Management and Strategy for HP Autonomy's Marketing Optimization portfolio covering web experience management, digital marketing, optimization, marketing analytics and contact center solutions.
  • Wendy Lee is a Sr. Product Marketing Manager at HP Autonomy, where she leads the product marketing efforts of the Unified Information Access offering. Prior to joining Autonomy, Wendy worked at a mobile startup where she was responsible for high ROI marketing programs across advanced mobile analytics, behavioral targeting, and marketing attribution analytics solutions. Wendy also worked at Acxiom where she gained extensive experience in digital marketing.
  • Will is responsible for providing expertise in multichannel customer engagement. Will works with leading companies to help them better understand customer interactions across multiple channels, and, by applying HP Autonomy technology to their customer data, derive actionable insights that deliver measurable ROI.
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