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Next week, on October 5th, many companies and professionals all over the world will be celebrating CX Day – a day set aside to focus and celebrate customer experience created by companies and their people and processes.  It is an important day, and we at Dell, RSA, and Archer will definitely take part in festivities planned to mark such occasion.  We will take the time to review all the things we do well, recognize individuals in our company who exemplify the right attitude and approach at taking care of our customers, and talk about the plans we have to kick our customers’ experience to an even higher level.


But…. anyone can do that.


What makes this day authentic here at Archer, is that you, our customers, are the central point of all of our activities, not just on CX day, but every day and at every part of our journey together.


I wrote in my previous blog about the formation of the Total Customer Experience (TCE) forum to focus even more on the experience we provide to you.  With the renewed and a more focused effort through this forum, I am happy to see improvements already in several aspects of our business that result in a better experience.  Here are a few to mention:

  • Faster time to relief – through the combined efforts of Customer Support team and Engineering, we have seen measurable improvements in time to relief on support issues opened by our customers. We have focused on better technical training for the teams, improved communication methods, and closer collaboration with engineering.  I hope you have noticed the improvements.
  • Improved availability of resources – with the increased focus on providing more resources to enable you, our customers, we have been able to more than double ourKnowledge Base. In addition to all articles now being accessible from our Community, the most frequently used KB’s are easily seen on the main page.  And, they are now easier than ever to find – you can Google them.  Give it a try.
  • Closer collaboration with the GRC Community – from Champions Network to a plethora of Working Groups, to Roadmap review meetings, staying connected with both Archer Product direction and the GRC community has never been easier. Get involved if you haven’t yet.


In addition to this, we have work going on in a lot of other areas, such as:

  • Improving our billing process 
  • Refining our licensing and entitlement process
  • Accelerating our ability to provide resolution to both support and product issues


So, as we approach CX Day, and I reflect on what this means to me, two thoughts come to mind.  First, thank you for being our customers – our biggest advocates, and our firmest drivers for change and improvement.  Without you, there’d be no C in the CX day.  And second, I am so excited to be part of a team who not only provides a great product, but realizes that without a great experience to go along with it, we would never succeed.  I am excited to continue in our journey together and can’t wait to achiever bigger and better results.


Thank you and happy CX Day to all!


If you haven't yet registered for RSA Charge 2016, you have just over a week to save $200 off the onsite fee; the discount registration fee of $695 ends on September 23. This year's venue takes place Oct. 25-27, at the Ernest N. Morial Convention Center, New Orleans.


This must-attend event will be the largest gathering of Archer customers, partners, and risk and compliance experts from around the world, providing GRC professionals – from experts to novices – with the premier venue to share knowledge, gain hands-on experience, and learn best practices from other GRC professionals and subject matter experts.


Like last year, your RSA Charge 2016 registration pass will give you full access, without additional fees, to ‘all’ RSA Charge sessions, under one roof, including RSA Archer GRC Summit presentations, Security Operations, Identity, and Fraud.


The conference registration package also includes access to keynotes, the Archer super session, breakouts, birds-of-a-feather sessions, hands-on labs, and the Innovation Zone. And, if you need more reasons, registration also includes your access to evening events, as well as a continental breakfast and lunch on Wednesday and Thursday.


Don’t miss out on this Savings; REGISTER TODAY and visit the RSA Charge 2016 microsite for more information.

If you haven't heard, RSA Charge is just around the corner!


This year, New Orleans will play host to our customers, partners and the RSA team. If you can spare a few hours between trips to the French Quarter, Café Du Monde for a beignet (or 12), and Fritzel's for traditional jazz, the RSA team wants to hear from you.


RSA Charge provides a unique opportunity for you to engage face to face with the RSA Archer team in focused working groups. The working groups provide an opportunity for you to influence the product roadmap; learn about the future of our solutions, use-cases and features; and to interact with your peers.


To learn more about the Archer Working Groups at RSA Charge, please view Antoine Damelincourt, recent blog Join the Archer Product Management team @RSA Charge!


Still need to register for RSA Charge? Take advantage of the discounted rate before time runs out!


See you in a few weeks!

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