Service Strategies

NOVEMBER 3, 2016

In this on demand webcast, hosted by Service Strategies, on transitioning From Frontline Staff to Brilliant Customer Success Team you will gain insight into the key issues involved in developing a strong customer success team. Do you or your team touch the customer? Check out this webcast.

Accountability 40

Accountability Management Customer Experience 40

Creative Virtual

MAY 28, 2020

Are you curious about successful use cases for AI-enhanced virtual agents? If so, you’ll want to reserve your spot now to join Creative Virtual and Engage Customer for their upcoming webinar, Tips for Deploying AI Chatbots & Virtual Agents. Do you have a chatbot or virtual agent on your roadmap?

Virtual Agent 52

Virtual Agent Chatbots Self service Best practices 52

NICE inContact

SEPTEMBER 25, 2019

Only about a third of the customers are willing to use bots and virtual assistants to interact with companies AI is not a customer pleaser, yet! Having the right data and models, identifying failure paths to human interactions and having agents and bots in the same customer experience flow are some aspects to test, learn and refine.

Contact Center 54

Contact Center APIs Chatbots Self service 54

Creative Virtual

SEPTEMBER 18, 2018

The reason I love presenting on a webinar of this nature is that it gives me the opportunity to present the best of what our employees, customers and partners have produced over the past twelve months. We have some fantastic research and development projects going on that promise to transform customer experience even further.

Customer Experience 40

Customer Experience Feedback Technology Marketing 40

CX Global Media

JULY 12, 2019

Agent retention is a massive threat to the success of the contact center industry and common practices in the industry are fueling our poor retention performance. About Michael Pace : I wake up each day envisioning how I can inspire companies to create environments, journeys, and actions that help make their customers more successful.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

Verint

MARCH 6, 2018

March 8; Online Webcast. Keeping Customer Promises: Time for the Back Office to Come to the Forefront Webinar. March 14; Online Webcast with Ovum. ET webinar focused on the vital role back-office operations play in the customer experience equation. Customer Response Summit. March 14; Charleston, SC.

Quality management 35

Quality management Coaching Self service Enterprise 35

ClearAction

DECEMBER 11, 2018

Marketing’s Role in the Customer Experience Journey Lynn Hunsaker. Is your Marketing department aligned with customer experience? The necessity and logic of doing this was highlighted in a recent presentation by Hootsuite’s Vice President of Customer, Kirsty Traill. It short-changes marketing’s impact.

Customer Experience 71

Customer Experience Journey mapping Customer centricity Marketing 71

ClearAction

SEPTEMBER 29, 2016

Advancing Customer Experience Expertise in CX Month optimizecx. Customers are the lifeblood of everyone’s food on the table. No matter what your income source is, it’s fueled by customers. CX Day is in the first week of October, founded by the Customer Experience Professionals Association ( CXPA ).

Customer Experience 66

Customer Experience Coaching B2C Consulting 66

Verint

APRIL 11, 2018

Join April 12 Webcast to Explore Key Findings and Takeaways from This Research. The study reveals organizations must balance a fine line between personalization and collecting data for customer engagement purposes. Click here to register for the live webcast on April 12, 2018 at 10:00 a.m. ET / 15:00 BST / 16:00 CEST.

Banking 23

Banking Personalization Marketing Customer Service 23

ChurnZero

AUGUST 23, 2019

Much like the evolution within the Sales team and the creation of “Sales Ops”, Customer Success is on a similar trajectory. It is becoming vitally important to drive successful outcomes for your customers (i.e. Customer Success) and it is even more critical to build out “Customer Success Operations”.

Accountability 40

Accountability Sales CRM Chief Customer Officer 40

ClearAction

FEBRUARY 28, 2019

Customer Experience & Marketing Workforce of the Future Lynn Hunsaker. “The wise advice that ‘What got you here won’t get you there’ 1 is what we as customer experience leaders need to be thinking about everyday,” said Milista Anderson, SVP at FIS Global in a Customer-Centered Management talk show interview.

Marketing 61

Marketing Customer Experience Best practices Chief Customer Officer 61

ChurnZero

JUNE 21, 2019

Companies work hard to attract and win their customers. Yet the amount of focus that leadership places on new business revenue is disproportionate to the amount of focus placed on existing customer revenue. Simply, it’s much easier to turn a customer into a bigger customer than it is to turn a lead into a new customer.

Best practices 73

Best practices Customer centricity Metrics Customer Support 73

SmartKarrot

OCTOBER 18, 2021

Role: VP Customer Success Location: Irvine, CA, US (Hybrid) Organization: IntelligenceBank As a VP of Customer Success, you will achieve business targets for upsell, product usage and engagement, retention ARR and churn prevention for the North American region.

Upselling 19

Upselling Education Accountability Metrics 19

Verint

SEPTEMBER 21, 2017

Recently, Aberdeen Group and Verint recorded a webcast on the Next-Generation Back Office: Satisfy Customers & Drive Efficiency. Aberdeen research found that errors and delays in back-office processing were the number two cause of customer dissatisfaction. Customer experience is moving into the back office’s purview.

Customer centricity 37

Customer centricity Service level Surveys Customer retention 37

ChurnZero

AUGUST 24, 2018

This week we hosted a well-attended webinar on – Customer Success & Finance: Get Aligned! Getting a customer to retention and its financial impact. The webinar discussed the process and impact of the renewal from both the Customer Success and Finance point of view. You can now view the webinar on-demand here.

Finance 61

Finance SaaS Education Customer retention 61

ChurnZero

NOVEMBER 30, 2018

Every SaaS organization needs Customer Support and Customer Success functions. Michael spent the last five years growing the Customer Support and Customer Success functions at HubSpot, and he shared his hard-earned lessons of how they started from a team of one to now a global team of over 250.

Customer Support 49

Customer Support SaaS Best practices Metrics 49

C Space

MAY 7, 2020

Ultimate’s Perception survey solution now includes a new crisis check-in pulse survey, available at no additional cost to customers. We remain committed to our customers and our people, and we are confident Ultimate and UltiPro will continue to support organizations worldwide, and help them put people first—every day.”

Healthcare 52

Healthcare Entertainment Surveys Morale 52

ClearAction

FEBRUARY 27, 2016

As Marketing departments are taking a bigger role in customer experience management, a more holistic perspective will allow your company rise to the top of the field. Supporting the entire customer lifecycle, for example, is a goal that most Marketing organizations are still grappling with. Customer Retention Begins with Trust.

Marketing 59

Marketing Strategic Value Metrics Enterprise 59

ChurnZero

MAY 17, 2019

The most commonly quoted challenge facing Customer Success leaders worldwide over the past ten years or more has been confusion over the role and definition of Customer Success. The question “ What do Customer Success people do? ” Q: What type of activities do you categorize as Customer Success?

Sales 64

Sales SaaS Engineering Metrics 64

Verint

MAY 1, 2018

Today Verint announces a line-up of conferences and digital events taking place in May that focus on digital and omnichannel customer service, GDPR compliance, automation and artificial intelligence, as well as the upcoming Engage TM global customer conference. CRMXchange Roundtable: Digital Customer Service—IVR, Chat, SMS and VA.

Chatbots 22

Chatbots Interactive Voice Response Self service Best practices 22

ChurnZero

APRIL 12, 2019

Customer-centricity is a term that gets bounced around a lot, but what does it really mean? And even more, what can Customer Success teams do to contribute to their organization’s Customer Experience (CX) evolution? During this webcast we also learned: The key aspects of customer-centric business practices (e.g.

Customer centricity 14

Customer centricity B2B Surveys Feedback 14

ChurnZero

JULY 26, 2019

Moving away from Customer Support and into Customer Success often brings up a number of different questions. How is Customer Support different than Customer Success? How do your Customer Success Manager’s prioritize their day? How to prep for internal and customer meetings quickly.

Management 61

Management SaaS Metrics Sales 61

Amity

FEBRUARY 8, 2018

Amity sat down with Karin Ronde , Manager of Client Success at Uber Eats to ask her about all things Customer Success. Read our interview with Karin to find out where Customer Success started at Uber Eats, where it is now, and where it’s headed in the future. I was at Q4 Inc.

Accountability 71

Accountability Metrics Feedback Enterprise 71

Vistio

APRIL 2, 2022

And once I moved from human resources to operations, I eventually landed at Hilton Hotels and I spent 12 years with Hilton reservations and customer care. So it’s the reservations and customer service arm of the hotel organization. And customers are very comfortable moving across channels digitally. Yeah, I totally agree.

Contact Center 52

Contact Center Real estate Customer Service Self service 52

ChurnZero

SEPTEMBER 28, 2018

Earlier this week we hosted a well-attended webinar on – Customer Education: The Secret to Scale in Customer Success. . In this webinar we learned how to scale your Customer Success efforts and sustain Customer Lifetime Value while increasing brand value and decreasing Support costs through Customer Education. .

Education 40

Education Sales Construction Marketing 40

Creative Virtual

AUGUST 29, 2018

While you’re not going to see them on the cover of a celebrity gossip magazine or walking the red carpet at a Hollywood premiere, the combination of artificial intelligence (AI) and humans is already making a mark on the world of customer experience (CX). Not able to make the live webcast? Don’t worry!

Virtual Agent 40

Virtual Agent Chatbots Self service Best practices 40

ClearAction

AUGUST 6, 2019

Customer Journey Insights Increase Marketing Impact Lynn Hunsaker. Customer journey insights are vastly under-utilized. Companies that are reaping full value are using customer experience insights to align their whole business to customers’ expectations. Customer-Focused Mindset.

Marketing 48

Marketing Journey mapping Customer centricity Best practices 48

ChurnZero

JULY 28, 2020

With the explosion of subscription-based businesses, customers and consumers alike are becoming increasingly sophisticated buyers. Robbie shares how subscription pricing is just the beginning of building “forever transactions” with every subscriber and what you can do as customer success professionals to maximize lifetime value.

Banking 75

Banking Metrics Customer centricity Self service 75

CrazyCall

APRIL 9, 2019

Customer growth, sales and innovation evangelist at Salesforce. Tiffani Bova is not only the global customer growth and innovation evangelist at Salesforce, she is a legend in tech sales. Your greatest advocate is your past customer. The customer doesn’t care about features – they care about solving their problems.”.

Sales 133

Sales Consulting Consulting Coaching 133

Branch Mesenger

SEPTEMBER 10, 2018

If you'd like to watch the webinar, sign up for our downloadable, on-demand webcast here. Taylor Pipes: Hello everyone, and welcome to today's Webinar, how to build a successful people-first culture. She's the CEO of CX Journey , an author, speaker, and a customer experience consultant. My name is Taylor Pipes. It's culture.

Airlines 13

Airlines Best practices Consulting Consulting 13