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Customer Success

  • Hustle for the Win: Analytics for Political Campaign Success
    Hustle for the Win: Analytics for Political Campaign Success
    Joe Gallagher, Director of Data Science at Hustle and Erica Pearson, CSM at Periscope Data Recorded: Dec 6 2018 48 mins
    Many organizations use data to improve, however many sectors (including the political campaign space) have a much harder time capturing and analyzing data. Hustle is a texting tool that empowers organizations to have personal, human-to-human conversations at scale. Hustle has not only been able to leverage data to improve product experience, but has gone a step further to provide unique analytics opportunities for their customers.

    Join our webinar on Thursday, December 6 at 11 a.m. PT to hear Joe Gallagher, Director of Data Science at Hustle, discuss how Hustle is using analytics to empower organizations to engage their users and achieve desired actions.

    In this webinar, Joe will discuss:
    - What data challenges Hustle faces
    - How Hustle helps their customers track campaign performance against goals
    - How embedding analytics added value for Hustle’s customers
    - How Hustle uses data to improve product performance and customer outcomes
  • Best Practices to Increase Self-Service Success on Your Support Portal
    Best Practices to Increase Self-Service Success on Your Support Portal
    David James, Director, Product Marketing, Coveo Recorded: Dec 6 2018 37 mins
    It’s no surprise when it comes to resolving issues and finding information, customers prefer self-service. And organizations prefer it because it dramatically reduces support costs. But if you want to make great self-service a reality on your support portal, you need to give customers an intelligent and intuitive search experience and proactively recommend content that can help.

    Join us for this live webinar to learn the 6 best practices to increase self-service success & boost case deflection.

    In this webinar, we will:

    -Dive into what great self-service looks like and show you the formula for creating relevant support experiences
    -Share case study examples of successful support portals and communities using Coveo
    -Answer questions about AI-powered search capabilities

    If you’re a Customer Service Innovator, a Community Manager, or interested in the latest self-service trends, you won’t want to miss this info-packed session on the the power of AI-powered search to boost customer self-service.
  • In WFM Apps We Trust!
    In WFM Apps We Trust!
    Brandon Rowe, Sr Manager - Product Marketing, OpenText Recorded: Dec 5 2018 53 mins
    Attracting and retaining agents can be a cumbersome task for contact centers. In many ways, they (agents) expect a blending of their work and personal lives. A WFM mobile app keeps agents engaged, provides a better work-life balance, and ensures time management and collaboration, while giving supervisors and analysts the ability to quickly identify problems and take action to ensure proper staffing and service levels are met.

    Join us as we discuss how intraday management with a mobile app is helping contact centers to connect and empower their agents.
  • Consumers trust influencers more than they trust you
    Consumers trust influencers more than they trust you
    Amanda Brown, Senior Manager Digital Marketing, TGI Fridays Recorded: Dec 5 2018 61 mins
    They’re savvy, those consumers – they can smell “targeted advertising” from a mile away, and they’re really not interested in it. But they’ll listen to recommendations from their peers, and they trust the integrity of the influencers they follow to never steer them wrong when it comes to brand buy-in.

    In a world where consumers are smarter, live streaming makes TV ads irrelevant, and ad blockers are de rigueur, influencer marketing – when you do it right – means making meaningful connections, building trust, and securing loyalty.

    What does “right” mean? Don’t miss this VB Live event where you’ll learn how influencers can improve your brand reputation, how to build authentic relationships with the right influencer for your brand, and the mistakes to avoid at all costs.

    Register now for free!

    Attend this webinar and learn:
    * How influencers and customers drive brand reputation and how they differ.
    * The relationship between PR tactics and community voice
    * Real-world tactics used by brands to overcome PR nightmares
    * How to create an influencer marketing plan that retains authenticity and believability
    * How real brands think about influencers + consumers as a strategy to strengthen their bottom line

    Speakers:
    * Mae Karwowski, Founder and CEO, Obviously
    * Amanda Brown, Senior Manager Digital Marketing, TGI Fridays
    * Taimoor Dar, Head of Community, Yummly
    * Stewart Rogers, Analyst-at-Large, VentureBeat
    * Rachael Brownell, Moderator, VentureBeat

    Sponsored by Obviously
  • How esports can combine old and new monetization models to reach new heights
    How esports can combine old and new monetization models to reach new heights
    Dean Takahashi, Lead Writer, GamesBeat Recorded: Dec 4 2018 60 mins
    Money is pouring into esports. There are more players, more games, more viewers, and bigger prize pools — and companies are taking note. Investment is coming from all angles, and everyone is looking for a piece of the pie. But many of the existing monetization models of esports only seek to follow the tried and true formats from traditional sports.

    There is a lot for the video game industry to learn from the legacy sports broadcast model; but there’s a catch: The video games industry uses some of the world’s most advanced interactive technology to create some of the world’s most compelling entertainment experiences.

    So why would we just do it the same way as before? The answer? We probably won’t. Not for long at least.

    In this special session, our panel of experts will unpack the old and the new of esports, and explore where genuine innovation may come from in the future. We’ll discuss how to get the most out of traditional methods, and how some companies are experimenting with new approaches to engaging with audiences and driving revenue.

    Register now to join us for free.

    Attend this webinar and learn:
    * How the current esports model stacks up against traditional sports, and where the money is coming from now
    * The new technologies that will change the existing business model
    * The difference between formal esports and personalized broadcasting — and what those differences mean for your bottom line

    Speakers
    * Jonathan Singer, Industry Strategist, Akamai
    * Robb Chiarini, Director esports, NCSA at Ubisoft
    * Dean Takahashi, Lead Writer, Gamesbeat
    * Kent Wakeford, Co-founder and COO, Gen.G

    Sponsored by Akamai
  • Make Web Experiences Personal: Use AI to Inject Relevance into Every Interaction
    Make Web Experiences Personal: Use AI to Inject Relevance into Every Interaction
    Simon Langevin, Product Manager, Coveo Recorded: Nov 29 2018 36 mins
    Manually personalizing your digital experience for every website visitor is near impossible. Having your team track, update, and deliver the most relevant content, the moment it’s needed, is just not feasible. This approach can lead to inconsistent and unreliable experiences for customers, places unnecessary burdens on marketing and web teams, and significantly increases cost of operation. Smarter, automated, and more scalable technologies are necessary to both satisfy today’s relevance-seeking customers and stay ahead of competition.

    This webinar reveals best practices on how to inject relevance and personalization into your website experience. We’ll demonstrate how companies are using AI-powered search and recommendations to leverage the intent and information behind every touch point of the web journey to drive contextual and personalized experiences that:

    -Increase conversion rates by providing relevant search results
    -Increase website engagement through proactive recommendations
    -Drive higher customer lifetime value
    -Empower your marketing team with insights on your visitors’ content consumption and trends


    You’ll also get a peek at AI-powered strategies that pacesetter companies are using to deliver relevance at every touchpoint.
  • Perspectives on Leadership with Billie Jo Timm
    Perspectives on Leadership with Billie Jo Timm
    Lon Hendrickson, CCNG Magnet Program and Billie Jo Timm, MasterBrand Cabinets Recorded: Nov 15 2018 28 mins
    Perspectives On Leadership is an executive interview series from the CCNG Magnet Program. These one-on-one conversations with Contact Center Leaders explore their perspectives, insights, and experiences on effective leadership. Part of the CCNG Executive Perspectives webcast series.
  • Why You Need to Kill the Marketing/Sales Handoff
    Why You Need to Kill the Marketing/Sales Handoff
    Jonathan Gladbach, Director of Marketing; Molly Babbington, Director of Sales Recorded: Nov 14 2018 21 mins
    Having trouble with making sure all of Marketing leads are followed up on? Do you find it hard to meet your Lead SLA? Sales leaders such as yourself often put a lot of pressure on ensuring a smooth handoff between Marketing and Sales teams. Unfortunately, this firm handoff isn't the best experience for your customer.

    Customer expectations in both B2B and B2C are evolving. They expect consistent communication and conversation at all stages in the buying cycle. Even before entering the Sales cycle, they want their questions answered and concerns addressed. At the same time, response rates for old communication channels are decreasing. Simply engaging customers with Drip emails isn't enough anymore. Both Marketing and Sales need to change the way they operate.

    Join Hustle leaders Molly Babbington, Director of Sales, and Jonathan Gladbach, Director of Marketing to learn how they ran joint Marketing and Sales campaigns through text message with 85% response rates and 20% conversion rates to meetings.

    You'll Learn:

    - How to properly use SMS messaging to prospects at the very top of the funnel to quickly qualify leads and create interest.
    - Ways to avoid disjointed customer experience between marketing campaigns and sales.
    - Methods to successfully reactivate dead leads with a simple conversation.
  • Empowering Your Agents with CTI and Omni-Channel Widgets
    Empowering Your Agents with CTI and Omni-Channel Widgets
    Johannes Fischer Recorded: Nov 13 2018 56 mins
    Contact centers are evolving, allowing customers to self-serve more complex tasks without agent involvement. But when agents must step in, customer experience suffers due to limited access to critical information.

    Join us for this live webinar as we discuss how best-in-class organizations are building a unified customer engagement center through the use of softphones and omnichannel widgets - where agents are empowered to focus on the business processes to better serve their customers.
  • Buying Group Blindness: 3 Reasons Why You’re Not Closing Deals & (How To Fix It)
    Buying Group Blindness: 3 Reasons Why You’re Not Closing Deals & (How To Fix It)
    Jim Regan & Kerry Cunnigham Recorded: Nov 13 2018 52 mins
    AI makes it possible to know the B2B buyer like never before and to begin to answer critical questions about what works in attracting and engaging those buyers. B2B buying is conducted by buying teams, so why do most sales teams focus on just individual buyers?

    Join MRP and SiriusDecisions for a conversation on how switching the focus from individuals to buying groups will improve your bottom line.

    During this webinar, we will highlight these common reasons why you’re not closing deals, and how to fix it.
    •You’re not noticing group buying signals
    •You’re not acting upon these group buying signals
    •Your systems and processes are causing missed opportunities

    Register for this webinar and join Kerry Cunningham, Senior Research Director of Demand Creation Strategies at SiriusDecisions and Jim Regan, CMO and Co-Founder of MRP and learn how to avoid buying group blindness.

    Register Now!
  • Can you deliver the personalization your customers demand?
    Can you deliver the personalization your customers demand?
    David Hardtke, Director of Advertising Science, Pandora Recorded: Nov 6 2018 61 mins
    More and more, savvy customers are willing to share info about themselves and their browsing behavior — but in return, you have to use those powers for good. Or in other words, start serving them up completely personalized web and mobile ads that reflects their tastes, values, and preferences in every (not-creepy) way. It’s the key to delivering the kind of goods and services that keep your customers clicking — and more than happy to keep handing over their personal information.

    It’s also hard to pull off. To learn how companies like Pandora flawlessly serve up the customized advertising that clicks, don’t miss this VB Live event!

    Register here for free.

    Attend this webinar and learn about:
    * How to offer your customers content that connects to their lifestyle and tastes
    * The intersection between art and science in the new world of hyper-personalized advertising
    * How to create customized content that connects without creeping out customers
    * Best practices companies like Pandora and Trulia use to create authenticity and bring in more revenue.

    Speakers:
    * David Hardtke, Director of Advertising Science, Pandora
    * Deep Varma, VP of Engineering Trulia
    * Moira Dorsey, Founder, Dorsey Experience
    * Rachael Brownell, Moderator, VentureBeat

    Sponsored by Cvent
  • The Building Blocks of a Unified Customer Experience
    The Building Blocks of a Unified Customer Experience
    Judith Platz (TSIA) & Ben Hong (Coveo) Recorded: Nov 1 2018 46 mins
    When it comes to creating transformative customer experiences, support leaders are often the ones responsible for justifying technology investments. But usually, this transformational journey reaches beyond the four walls of support and requires a holistic “all-in” approach across many departments and lines of business.

    The only way to create a truly relevant, scalable, and successful customer experience from end to end is to unify and measure it across every touchpoint. It’s time for support, marketing, education, and customer success departments to work together to make every interaction count.
  • A CCNG Member Interview with Metro by T-Mobile
    A CCNG Member Interview with Metro by T-Mobile
    Greg Pressly, VP Customer Operations, and Hope Norris, Staff VP of Customer Operations, Metro by T-Mobile Recorded: Oct 31 2018 7 mins
    CCNG spoke with member Metro by T-Mobile, a 7-time J.D. Power award winner, to discuss how they achieved this most recent award. Watch this brief interview to learn about the Metro by T-Mobile contact center structure, culture, and leadership that enabled them to be recognized as a leader in the wireless industry.
  • Mobilizing Your Workforce - How mobile apps are changing the way we connect
    Mobilizing Your Workforce - How mobile apps are changing the way we connect
    Brandon Rowe and Roger Woolley Recorded: Oct 30 2018 61 mins
    Let’s face it … we can no longer abide by the working rules of yesteryear. The new generation of contact center agents have grown up using mobile devices, and that means companies need the ability to quickly communicate with their agents and provide a real-time, two-way communication stream. To be successful, organizations need to engage their employees with a WFM mobile app. Empowering your agents with a mobile app leads to a better work-life balance, enhanced communications, and a streamlined scheduling process.

    This webinar will explore the impact a mobile app can have on your contact center agents, business, and customer experience.
  • Leveraging AI to boost customer acquisition, engagement, and retention
    Leveraging AI to boost customer acquisition, engagement, and retention
    Brian Witlin, CEO, Yummly Recorded: Oct 30 2018 61 mins
    Your instincts are good — but AI can make them flawless. With AI, every time a customer engages with your brand, you’re making that moment really count.

    Add AI powered predictive analytics to ensure the right message at the right time, targeting is accurate and high-value, and customer support is proactive. Automate chat-based customer service, and give your agents more info off the top. Level up the shopping experience by offering the right products at the right time — and add contextual conversation to narrow their choices down.

    Customers want this kind of service and attention. And if you can’t deliver, they’re going to find the company that can. So don’t miss this VB Live event, where you’ll learn more about being relevant to your customers, making their engagement meaningful, and more!

    Register now for free!

    Attend this webinar and learn:
    * How AI levels up personalization and customer engagement
    * How to use AI-fueled data analytics to create tactical marketing plans.
    * How to create personalized moments without being creepy
    * How to increase real and effective relevance to customers across channels

    Speakers:
    * Grant Langston, CEO, Eharmony
    * Dave Gerhardt, VP Marketing, Drift
    * Brian Witlin, CEO, Yummly
    * Moira Dorsey, Founder, Dorsey Experience

    Sponsored by Drift
  • Building Shareholder Value
    Building Shareholder Value
    John Cheney, CEO Recorded: Oct 30 2018 37 mins
    The goal of commercial organisations is to build shareholder value. For most, value is created by generating revenue and profit.

    How can you effectively pull on those two levers? How can you define whether the business is working optimally? How do you identify business opportunities, where you should invest more and where you can reduce costs?

    In this webinar, John Cheney, CEO of Workbooks will show you how a well implemented CRM solution can help you make the right decisions for your business:

    •Stay competitive and create growth
    •Deliver excellent customer experience
    •Improve agility, efficiency and effectiveness
    •Control and reduce costs
  • The 7 Most Common Mistakes in Sales & Marketing Alignment
    The 7 Most Common Mistakes in Sales & Marketing Alignment
    Peter Strohkorb Recorded: Oct 24 2018 49 mins
    We have been talking about Sales & Marketing Alignment for for a long time, yet we STILL see THE SAME SEVEN MISTAKES being made.
    This webcast describes all 7 mistakes and offers a solution to each.
    Highly informative and engaging. RECOMMENDED !
  • Global ABM Webinar- Portuguese
    Global ABM Webinar- Portuguese
    Jorge Dalfavo Recorded: Oct 18 2018 30 mins
    Global ABM Webinar in Portuguese
  • Global ABM Webinar- Spanish
    Global ABM Webinar- Spanish
    Jorge Dalfavo Recorded: Oct 18 2018 27 mins
    Global ABM Webinar in Spanish
  • How To Get More Customers
    How To Get More Customers
    Peter Strohkorb Recorded: Oct 17 2018 54 mins
    B2B Sales and Marketing Growth Specialist Peter Strohkorb describes why and how every business now needs to apply push and pull selling techniques in order to win more customers.
    Peter will reveal the Ten Action Items you need to have in place to be successful.
  • Empowering Your Agents -- An Interview with Johannes Fischer
    Empowering Your Agents -- An Interview with Johannes Fischer
    Johannes Fischer and David Hadobas Recorded: Oct 17 2018 4 mins
    When your customers communicate with you via chat, phone call, etc., do they have to repeat information already provided when being routed to an agent? Do your call center agents have the tools they need to provide an effective customer service? Watch this 3-minute video and then register to join us for a webinar as we discuss how the tools your agents have access to plays a key role in delivering the right data so you are able to provide the best possible customer experience.

    To register for this webinar, click on the "Attachments" box above, then click the link to register.
  • Best Practices for Developing a Digital Customer Experience Strategy
    Best Practices for Developing a Digital Customer Experience Strategy
    Greg Cummings and John Irey Recorded: Oct 16 2018 62 mins
    What are companies with superior customer experiences doing differently? Join industry leaders John Irey and Greg Cummings as they share the strategy behind an effective omnichannel customer care success model. Participate in a discussion on how self-service, AI, and digital tools are shaping the customer journey and how to leverage that knowledge to build a better digital plan. Benefit from shared examples of the best and worst attempts at omnichannel and get equipped with the tools necessary to build your own strategy.

    Greg Cummings - Greg has 20 years of industry experience in consulting, operations, and contact centers -- helping to drive process improvement through an outcomes based methodology. He is currently Manager Global Channels with NICE inContact.

    John Irey - John, a contact center Principal Consultant at Mindsight, is an 18 year veteran assisting in the full life cycle of contact center engagements. His experience in both solutions and deployment engineering roles gives him deep insight into the strategy behind developing an omnichannel contact center solution for every business need.
  • DCX Series [Ep. 5]: Is Artificial Intelligence Ready for Primetime?
    DCX Series [Ep. 5]: Is Artificial Intelligence Ready for Primetime?
    Robin Gareiss, President & Founder, Nemertes Research Recorded: Oct 4 2018 49 mins
    All the rage these days is about AI, or artificial intelligence. Enterprise and business leaders do not rate AI as the most transformative technology for their Digital Customer Experience (DCX) strategies, but it's near the top. In this webinar, you'll learn:
    *What is the top transformative technology and why?
    *What are the adoption plans for AI in companies' DCX strategies?
    *How are companies using AI in the contact center, to measure customer success, and to engage customers?
    *What are the key benefits--and they key problems--with AI?
    *Which AI technologies do companies plan to use?

    We look forward to sharing this information with you!
  • Developing a Digital CX Strategy - An Interview with Greg Cummings
    Developing a Digital CX Strategy - An Interview with Greg Cummings
    Greg Cummings and David Hadobas Recorded: Oct 3 2018 6 mins
    The digital customer experience is moving at a rapid pace. Many of us have engaged in the digital conversations taking place, but how are you addressing CX in this digital age? Are you looking ahead and planning for the future? We need to begin now to develop a strategy so we are prepared to address customer concerns via social, mobile, and more. Watch this brief 5-minute interview with Greg Cummings as he shares some highlights of our upcoming webinar on October 16th.

    To register for the live webinar, click on the "Attachments" box below, then click the link to register.
  • Location data: The secret to really knowing your customer
    Location data: The secret to really knowing your customer
    David Bairstow, SVP Product Management, Skyhook Recorded: Oct 3 2018 60 mins
    Where are your target customers going, and how are they spending their time and, more importantly, their dollars? Location data and intelligence – not just on how consumers are interacting with your brand but also with your competitors – is key to crafting a killer consumer experience and reaching them when and where their hearts and minds (and wallets) are ready to be captured.

    From foot traffic patterns and location visits to frequency analysis, custom venue visit analysis offers powerful, actionable insights to companies looking for a competitive edge in a crowded field. Learn how to capture new customer interest, keep older customers coming back, and boost your market share when you join this VB Live event!

    Register for free now!

    During this webinar you’ll learn how to:
    * Boost engagement with location-based consumer insights and competitive intelligence
    * Gain insight into the behavioral patterns of customers and prospects
    * Apply the best use of location data for your business

    Speakers:
    * David Bairstow, SVP Product Management, Skyhook
    * Sheryl Jacobson, Principal Consulting Strategy and Analytics, Deloitte Consulting LLP
    * Stewart Rogers, Analyst at Large, VentureBeat (Moderator)

    Sponsored by Skyhook
  • Reimagining the Contact Center with Bots & AI
    Reimagining the Contact Center with Bots & AI
    Abinash Tripathy, Co-founder, Helpshift Dec 13 2018 6:00 pm UTC 60 mins
    Bots, artificial intelligence, and messaging — cost-effective, easy-to-implement automation technology —- is gaining a major foothold in customer service organizations, and the impact is palpable. Contact centers are on track to shrink by 50 percent in the next three years as routine tasks are taken over by faster, efficiency-saving bots that can triage requests, boost customer satisfaction, and offer an 8.6 percent increase in profit margin per customer.

    These technologies are also making it easy to tap into the gig economy, which is producing a growing supply of tech-savvy labor for companies that also saves costs. For workers, it means flexible arrangements with low barriers to entry, plus more satisfying employment, now that the grunt work has been eliminated by automation.

    AI and automation is set to level up the workforce, the economy, and your bottom line. For a closer look at the long-term implications of automation, how to invest in the brave new world of work, and more, don’t miss this VB Live event!

    Attend this webinar and learn:

    * The workforce implications of customer service bots
    * How bots and employees can work side-by-side
    * What smart companies are doing to lay the groundwork
    * Future of work - what does it look like?

    Speakers:

    * Abinash Tripathy, Co-founder, Helpshift
    * Peter Ryan, Principal Analyst, Ryan Strategic Advisory
    * Stewart Rogers, Analyst-at-Large, VentureBeat
    * Rachael Brownell, Moderator, VentureBeat

    Sponsored by Helpshift
  • Disruptive Technologies: A Quarterly Update
    Disruptive Technologies: A Quarterly Update
    Johna Till Johnson, CEO & Founder, Nemertes Research Dec 19 2018 4:00 pm UTC 30 mins
    Quantum computing. Quantum cryptography. What are they?

    Find out why vendors like IBM, Microsoft, Intel, and others are placing a bet on these technologies, and what they mean for enterprise technology.

    Join Nemertes' CEO and resident futurist Johna Till Johnson for a quarterly update on these disruptive technologies.
  • How to Make Your Business a Customer Magnet
    How to Make Your Business a Customer Magnet
    Peter Strohkorb Dec 19 2018 9:00 pm UTC 59 mins
    If you are a B2B business owner or run a B2B business and want sustainable sales growth then this is a must-see webinar for you!

    Peter Strohkorb, international expert on customer centricity in sales and marketing (smarketing) outlines the ten customer touch points that will make or break your business.
  • How a Mobile App Enhances Your Contact Center Strategy
    How a Mobile App Enhances Your Contact Center Strategy
    Ben Couch, Solutions Architect, OpenText Jan 9 2019 7:00 pm UTC 60 mins
    Intraday management is one of the highest priorities and most demanding tasks for contact center managers. Mobile self-service provides supervisors with the tools needed to quickly adapt to unexpected changes, manage all aspects of schedules, and better communicate with their agents.

    During this webinar we will demonstrate how to use the mobile app from a managerial and agent point of view, and show how agents can view/change schedules, manage preferences, receive push notifications, shift trade, and more.
  • Sell More & Faster: B2B Sales Acceleration Techniques you can use right now!
    Sell More & Faster: B2B Sales Acceleration Techniques you can use right now!
    Peter Strohkorb Jan 9 2019 8:30 pm UTC 49 mins
    This webinar is ideal for B2B Business Owners, Salespeople and Sales Leaders who want to quickly fill their sales pipeline and accelerate their sales results with field-proven techniques.

    Secure your attendance now!