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Webinar Featuring Forrester Research
IT Communications And The Customer: Improving Incident Response To Meet Rising Expectations

Date/Time: Wednesday, February 25, 1:00 PM (ET)/10:00 AM (PT)
Speaker: Nick Hayes, Analyst Serving Security and Risk Professionals for Forrester

On February 25, 2015 at 1 PM Eastern, join guest speaker, Forrester Analyst Nick Hayes, along with Claudia Dent, Vice President of Product Management & Product Marketing, as we present IT Communications And The Customer: Improving Incident Response To Meet Rising Expectations.

From a customer perspective, the type of crisis or reason for downtime becomes less important today than how quickly you can identify, communicate, and re-mediate the problem. As the volume of groups affected by various technology-related events grows – from security breaches, service outages, application issues, to product recalls – the complexity and importance of an effective communication strategy both grow along with them.

Various stakeholders, including IT operations, technical support teams, C-level executives, other internal teams and customers require information on the incident immediately, and the nature of this communication will also vary by incident type, location and severity. So how can you optimize your IT Operations response and communications to make sure the right people are notified, the issues are resolved, and customers stay happy?

Attend IT Communications And The Customer: Improving Incident Response To Meet Rising Expectations to discover critical IT communication best practices from Forrester’s Nick Hayes. Key concepts include:

How rising customer expectations impact the way you deal with downtime, respond to any crisis, and help you build the business case for better incident response
Automating and escalating internal communication to ensure the IT staff are notified
Incident response and tracking
Optimizing internal and external notifications for confirmation (and success)

Register for IT Communications And The Customer: Improving Incident Response To Meet Rising Expectations today!

Register for the Webinar

Nick Hayes, Forrester

Nick Hayes

ANALYST SERVING SECURITY & RISK PROFESSIONALS FOR FORRESTER

Nick's research is dedicated to the organizational and strategic elements that make up a successful governance, risk management, and compliance (GRC) program. This includes a focus on corporate culture, training and awareness, and other human aspects of GRC. Nick also specializes in the emerging risk and compliance challenges of social media, advising clients on how to utilize social channels safely to build and protect company reputation.

Previous Work Experience

Prior to his current role as an analyst, Nick spent four years supporting the Security & Risk management team and researching GRC, social media, and related organizational themes.

Education

Nick has a B.A. in government and international politics from Wesleyan University.