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Customer Success

  • Member Insights and Feedback - Omnichannel Support
    Member Insights and Feedback - Omnichannel Support David Hadobas, President and CEO, CCNG and Noel Roberts, CTO and VP of Marketing, Aria Solutions Recorded: Jul 6 2018 3 mins
    We invite you to participate in our member feedback regarding omnichannel support and emerging channels. Listen to this 2 minute video and take a moment to answer 3 questions. Then register and join us for the live discussion on July 25th.
  • Wake Up HUMAN EXPERIENCE Professionals! It's time for a REBOOT!
    Wake Up HUMAN EXPERIENCE Professionals! It's time for a REBOOT! Roger Lee, Founder and Principal Evangelist, Contact Center Advocates Recorded: Jun 27 2018 62 mins
    What do Uber, Starbucks, United Airlines, Wells Fargo, and Southwest Airlines have in common? They are all working on repairing their brand and customer experience reputations.

    We are halfway through 2018 and it's time to reflect and adjust course. There have been so many daily events that impact our corporate and personal brand that it is important to pause, reflect, and determine what we want to do and be as human beings.

    Roger Lee, aka Dr. WFO, Founder and Principal Evangelist for Contact Center Advocates, will share how some of these world events have and will impact people, process, technology, and strategy as we continue to provide customer service and customer experience moving forward.
  • Case Study - Knowledge Transfer Network
    Case Study - Knowledge Transfer Network Iain McGregor - Director Recorded: Jun 26 2018 5 mins
    Why not see for yourself how Workbooks helps one of its customers
  • Comment concilier RGPD et collecte d’insights ?
    Comment concilier RGPD et collecte d’insights ? Emma Dano Marketing Manager, Vision Critical | Fabienne Assi Regional Senior Insight Consultant, Vision Critical Recorded: Jun 25 2018 34 mins
    Le 25 mai 2018 est LA date idéale pour parler de protection des données clients. En effet, c’est le jour de la mise en application du nouveau Règlement Général sur la Protection des Données (RGPD). Mais qu’est-ce que cette nouvelle norme implique exactement lorsqu’on est dans une démarche collaborative de co-création de produits/services, ou d’amélioration de l’expérience client ?

    Découvrez dans ce webinar comment recueillir des insights à travers une communauté privée et sécurisée qui respecte les préconisations du RGPD et qui vous permet d’être au plus proche des besoins de vos consommateurs.

    AU SOMMAIRE :
    Comment engager vos clients dans un dialogue continu et développer une relation vraie et authentique avec eux ? – Retour sur le succès des insight communautés.
    En quoi la nouvelle réglementation améliorera le processus structurel de collecte des données, permettant aux entreprises d’avoir une vue à 360° des données clients ?
    Quelles sont les conseils concrets pour mettre en place une gestion de votre insight communauté qui est conforme avec les droits de vos membres ?

    Ne perdez pas de temps et inscrivez-vous à ce webinar pour découvrir en quoi le RGPD est une réelle une opportunité pour améliorer votre expérience client.
  • Contextualisez les données du Big Data en intégrant les insights clients à votre
    Contextualisez les données du Big Data en intégrant les insights clients à votre Aurore Pothain Consumer Insight Manager, SALOMON | Philippe Havard Consumer Data Manager| Matthieu Perrin VP Client Recorded: Jun 20 2018 41 mins
    Proposer une expérience client omnicanale de qualité est un objectif clé pour l’ensemble des entreprises. Découvrez comment Salomon, spécialiste des articles de sports outdoor, relève le défi d’une meilleure approche clients en adoptant une vue unifiée et à 360° de sa connaissance clients.

    Lancée en 2015, la communauté Salomon Research a permis au leader de réussir son repositionnement et de développer de nombreux produits en collaborations avec ses clients. L’ambition de Salomon ne s’arrête pas là. Le leader mondial a adopté une stratégie de connaissance clients à 360° visant à connecter l’ensemble des données clients de son écosystème (données d’attitudes, d’émotions, d’intentions, CRM, programme de fidélité…) pour être au plus près des attentes de ses clients.

    Participez à ce webinar et découvrez comment Salomon :
    - Collecte des feedbacks uniques et de qualité grâce à la relation authentique bâtie avec ses clients permettant ainsi d’expliciter les angles morts des Big Data ;
    - Centralise ses données dans un espace unique pour enrichir les profils de ses clients et avoir une meilleure visibilité sur sa base de connaissance clients ;
    - Améliore les échanges avec ses clients grâce à une segmentation précise et des campagnes mieux ciblées.

    Philippe Havard, Consumer Data Manager, et Aurore Pothain, Consumer Insight Manager chez Salomon, vous présenteront les clés pour comprendre comment contextualiser les données du Big Data au travers d’une approche de connaissance clients unifiée et plus agile. Accompagnés des experts Vision Critical, ils répondront à toutes vos questions en fin de session.
  • How to engage your customers post-GDPR
    How to engage your customers post-GDPR Dominik Elmiger, Head of Marketing | Saad Ghauri, Director of Customer Enablement Recorded: Jun 14 2018 29 mins
    At Vision Critical, we believe that people matter and our products and services are focused on strengthening our customer’s relationships with the people that matter most to them.
    Our philosophy on GDPR is that it represents an opportunity, rather than a threat. We want to explore how the new regulations will affect brands and consumers, and how brands can continue to engage with their customers using a permission-based model post-GDPR.
  • Introduction to Workbooks CRM
    Introduction to Workbooks CRM John Cheney, CEO Recorded: Jun 13 2018 52 mins
    See how Workbooks can we help you acquire, convert and retain customers.
  • Optimisation de l’expérience client : comment la Fnac relève le défi ?
    Optimisation de l’expérience client : comment la Fnac relève le défi ? Marthe Vermersch Insights Manager, Fnac | Jean-Etienne Philippe Responsable Insights Experience Client, Fnac Recorded: Jun 13 2018 44 mins
    Améliorez votre expérience client, développez de meilleurs produits et déployez de meilleures campagnes marketing – Découvrez grâce à notre webinar comment la Fnac :
    - Anticipe l’expérience client en amont des problèmes afin d’éviter que la relation client n’en souffre.
    - Devance les besoins des clients en co-créant avec eux afin de limiter le risque d’échec commercial et maximiser les ventes.
  • Using a Continuous Cycle of Improvement to Drive Engagement
    Using a Continuous Cycle of Improvement to Drive Engagement Dan Hale, Managing Director Customer Care, Best Western Recorded: Jun 12 2018 56 mins
    Don’t miss this CCNG member webinar as we discover how Best Western Hotels and Resorts’ Contact Center used a continuous cycle of improvement to drive employee engagement 20% higher. You’ll hear Best Western’s step by step process and be provided with specific examples of how it worked in their contact center.
  • Miser sur une stratégie orientée consommateur, le ROI gagnant du Groupe SEB
    Miser sur une stratégie orientée consommateur, le ROI gagnant du Groupe SEB Mathilde Antras Market Intelligence Manager, Groupe SEB | Valérie Satre Consumer Insight and Market Intelligence Director, Recorded: Jun 11 2018 36 mins
    Leader sur le marché du petit équipement domestique avec une présence dans plus de 150 pays à travers une trentaine de marques (telles que Tefal, Moulinex, Krups, Rowenta, ou Calor), le Groupe SEB écoute et engage ses consommateurs dans une conversation digitale grâce à la solution de Customer Intelligence Vision Critical.

    Participez à ce webinar et découvrez le succès et le retour sur investissement concret de cette stratégie orientée client.

    Ce webinar vous permettra de comprendre comment le Groupe SEB :
    - écoute et engage ses consommateurs de manière continue ;
    - implique ses consommateurs dans sa stratégie d’innovation ;
    - développe et optimise ses produits avec ses consommateurs ;
    - mesure le retour sur investissement.

    Valérie Satre et Mathilde Antras, respectivement Consumer Insight & Market Intelligence Director et Market Intelligence Manager au sein du Groupe SEB, présenteront l'impact et les bénéfices concrets de la Customer Intelligence. Elles répondront également à toutes vos questions en fin de session.
  • VSP Vision Care: 2017 Contact Center of the Year
    VSP Vision Care: 2017 Contact Center of the Year Kathy Rodine, Vice President Customer Care, VSP Vision Care. Hosted by Lon Hendrickson Executive Director, CCNG International Recorded: Jun 7 2018 35 mins
    Kathy Rodine, Vice President Customer Care, VSP shares the philosophy and internal programs that enabled VSP Vision Care to be named 2017 Contact Center of the Year by SQM Group. Highlights: Service Philosophy, FCR, Employee Engagement, and Culture.
  • Comment obtenir des insights pertinents et engager vos clients ? Retour d’expéri
    Comment obtenir des insights pertinents et engager vos clients ? Retour d’expéri François Derveaux Responsable études marketing, OKAIDI SAS | Pauline Pawlowski Cichon Social Media Manager, IDGROUP Recorded: Jun 4 2018 56 mins
    vos clients ? Retour d’expérience d’ÏDKIDS
    Vous souhaitez impliquer vos clients dans votre processus de développement de produits, dans votre stratégie d’amélioration de l’expérience client ou plus globalement dans vos décisions clés. Mais comment s’y prendre ? Quelles sont les méthodes et les technologies à utiliser ?

    La solution de Customer Intelligence de Vision Critical permet de mettre en place une communauté de clients engagés afin d’obtenir des insights en temps réel. En associant vos clients à vos processus d’innovation vous limitez le risque d’échec commercial et établissez une relation authentique avec vos consommateurs.

    C’est pour faciliter et incarner sa dimension communautaire qu’ÏDKIDS a lancé en 2017 le Collective Lab. Cette plateforme offre un espace exclusif de partage et de co-création à l’ensemble des acteurs de la communauté ÏDKIDS. Le Collective Lab constitue également un excellent moyen de nourrir les relations tissées avec les communautés de fans des marques sur les réseaux sociaux.

    Inscrivez-vous à ce webinar et découvrez comment ÏDKIDS :

    évalue le potentiel de certains produits et codéveloppe de nouvelles gammes,
    améliore l’expérience en magasin,
    et mobilise ses clients ambassadeurs de marques.
    François Derveaux, Responsable Etudes Marketing, et Pauline Pawlowski Cichon, Social Media Manager de la communauté ÏDKIDS, vous présenteront l’intérêt, l’impact et l’efficacité du Collective Lab mis en œuvre en coopération avec Vision Critical. Ils répondront également à vos questions en fin de présentation.

    Vous n'êtes pas disponible le 31 mai ? Inscrivez-vous et vous recevrez la présentation et l'enregistrement du webinar.

    A PROPOS d’ÏDKIDS.COMMUNITY
    ÏDKIDS rassemble une communauté de marques bénéfiques et militantes pour les enfants de 0 à 12 ans : Okaïdi, Obaïbi, Jacadi, Oxybul – Eveil et jeux… Toutes partagent le même engagement : WE ACT FOR KIDS.
  • Drive Business Success with Workbooks CRM
    Drive Business Success with Workbooks CRM Workbooks Recorded: Jun 4 2018 2 mins
    Workbooks CRM can we help you acquire, convert and retain customers?
  • Workbooks CRM for Customer Service
    Workbooks CRM for Customer Service Workbooks CRM Recorded: Jun 1 2018 2 mins
    Workbooks CRM empowers you to deliver exceptional customer service:

    Unified Experience
    Support ticketing
    Workflows & Automation
    Service Metrics
    Profiling & Renewals
  • Can AI and chatbots really transform customer support?
    Can AI and chatbots really transform customer support? Stanley Yung, Chief Customer Experience Officer, Western Union Recorded: May 30 2018 61 mins
    The most accessible way to leverage the explosion in artificial intelligence is chatbots. Big brands like Western Union have implemented them to streamline customer service and increase positive engagement. The Booking.com chatbot resolves half of the company's thousands of daily customer support questions in five minutes or less.

    Chatbots are changing the way companies and customers interact, as consumers grow more and more comfortable with messaging -- look at the two billion-plus conversations consumers have with companies via Facebook messenger every month.

    Find out how to create a powerful, engaging human-to-AI agent experience that customers expect -- as well as implement the seamless handoff to a human customer service agent when the issue turns out to be complex, with this VB Live event. You’ll dive right into the chatbot phenomenon, and leave with actionable ideas on implementing AI-powered customer support.

    Attend this webinar to learn:
    * The real truth about AI and customer service
    * How big brands are using AI and chatbots to resolve customer issues more quickly and effectively
    * How bots and humans can work together to optimize customer support
    * How to assess whether your organization is bot-ready

    Speakers:
    * Stanley Yung, Chief Customer Experience Officer, Western Union
    * Jaime Gilliam-Swartz, Senior Director, Voice of the Customer and Shared Services, Lyft
    * Jessica Groopman, Industry Analyst & Founding Partner, Kaleido Insights
    * Rachael Brownell, Moderator, VentureBeat

    Sponsored by Chatkit
  • Workbooks CRM for Sales
    Workbooks CRM for Sales Workbooks CRM Recorded: May 24 2018 2 mins
    Workbooks CRM enables you to work more effectively, to better identify opportunities, close more deals and grow revenue. Learn how Workbooks can help accelerate sales and increase productivity.
  • Understanding Executive Compensation - gain an edge with executive buyers
    Understanding Executive Compensation - gain an edge with executive buyers Dr. Stephen Timme Recorded: May 23 2018 23 mins
    Looking for an edge in selling to executives - insights into executive compensation will help. Join Dr. Stephen Timme and learn how to use executive compensation to gain insights into executive decision making, have more effective conversations, and create more targeted messaging in your proposals. Dr. Timme will share stories and tips about how to use executive comp to better connect with buyers.
  • How Artificial Intelligence Powers Next Generation Inside Sales
    How Artificial Intelligence Powers Next Generation Inside Sales Kerry Cunningham and Kevin Cunningham Recorded: May 23 2018 67 mins
    Inside Sales has been a critical success factor for winning B2B companies. This success has also created key challenges that can limit future scale.

    Join MRP and SiriusDecisions in this fast-paced live webinar as we unpack these challenges and deliver actionable insight for you to direct or redirect your efforts.

    Helping to put an end to cold calling, we’ll be discussing how AI will transform inside sales:
    - Account prioritization – how to apply data to inform timing and needs
    - Lead consolidation – becoming expert at markets
    - Topic identification – develop certainty in knowing needs and timing
    - Automation – How a prioritized queue will automate the calling workflow of sales teams
    - Predictive – How embedded AI and machine learning enable real-time predictive execution

    Let’s face it, doing more of the same isn’t working. MRP Next Generation Inside Sales is powered by artificial intelligence and allows your team to work smarter. Our prioritized calling queue is powered by a combination of engagement data, real time intent and historical contact data. We’ll help you put an end to cold calling through for more intelligent and relevant conversations.

    Register for this webinar and join Kerry Cunningham, Senior Research Director of Demand Creation Strategies, SiriusDecisions and Kevin Cunningham,CEO, President and Co-Founder, MRP as they discuss where the future of inside sales is headed.

    Register now for this LIVE webinar!
  • Workbooks CRM for Marketing
    Workbooks CRM for Marketing Workbooks CRM Recorded: May 21 2018 2 mins
    See what Workbooks CRM has to offer for marketing professionals within the CRM tool. Learn how Workbooks CRM helps you run campaigns and generate more quality leads, giving you the tools you need to execute your marketing strategy and measure ROI.
  • Enabling the True Value of CRM & Marketing Automation
    Enabling the True Value of CRM & Marketing Automation Christelle Fraysse, CMO, Workbooks CRM and Clare Hordle, CRM Consultant Recorded: May 11 2018 63 mins
    CRM and marketing automation platforms need to work in sync to achieve maximum results from your marketing activities. Each is one piece of the puzzle for a full marketing stack that gets the results you need to his your goals.

    During this webinar, you will learn how:

    - To ensure you have the right marketing priorities
    - CRM & Marketing Automation support those priorities
    - Real-life examples leverage these systems
  • Is Speech Analytics Worth the Effort?
    Is Speech Analytics Worth the Effort? Chris Lawson, Managing Partner, Lawson Concepts and Scott Bakken, CEO, MainTrax Recorded: May 8 2018 63 mins
    Join this live discussion with our speech analytics experts Chris Lawson and Scott Bakken as they discuss the trends of companies leveraging speech as well as those who have struggled and why. Regardless of the speech platform used, users often face common challenges. This is your chance to ask the experts. No matter where you are on the speech analytics spectrum, don't miss this opportunity to get answers from the insiders.

    Chris Lawson, founder and president of Lawson Concepts, puts his more than 25 years of Fortune 500 IT contact center experience to work helping organizations harness information to reduce customer effort. His firm specializes in aiding companies with speech analytics blueprinting and high-performance knowledge management, thus enabling contact centers to better leverage their technology investment with solutions that redefine both the agent and the customer’s experience. Chris has served as both president and director of various customer technology/solution advisory councils for speech analytics vendors and is a regular speaker on the agent versus the customer experience, speech analytics, and service excellence.

    MainTrax has been in a leader helping organizations with their speech analytics needs for more than 12 years and building more than 300 project with 10 different speech platforms. As co-founder and CEO of MainTrax, Scott Bakken helps organizations harness speech and text analytics technology to optimize contact center performance, regardless of technology platform. His firm specializes in developing projects with complex business rules and building language patterns present in text data to ensure clients are generating high value business insights. Free of allegiance to any one analytics company, Scott is recognized as an independent voice in the speech analytics industry and was named an Ernst & Young Entrepreneur of the Year finalist. He facilitates numerous workshops, and has been published in a number of industry trade journals.
  • How to Make Your Business a Customer Magnet
    How to Make Your Business a Customer Magnet Peter Strohkorb Recorded: Apr 26 2018 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.
  • Apteco 2017 Award Finalist - Everton and Qbase Case Study
    Apteco 2017 Award Finalist - Everton and Qbase Case Study Apteco 2017 Award Finalist - Everton FC and Qbase Recorded: Apr 25 2018 10 mins
    Everton FC set out to win the hearts and minds of its fans, to build the Club’s fan base, grow season ticket holder loyalty and ultimately ensure a full stadium at Goodison Park not only with current supporters but with the fans of tomorrow.

    Apteco FastStats was used to delve into a host of metrics, with results never seen before by the club. The platform enabled Everton FC to understand and segment their fans into attitudinal groups and an increase in open and conversion rates.

    View our latest customer story from Everton Football Club, finalists in the 2017 Best Use of the Apteco Marketing Suite Award.
  • Insight Led Selling:  Leverage ClientIQ for breakthrough sales conversations
    Insight Led Selling: Leverage ClientIQ for breakthrough sales conversations Melody Astley Recorded: Apr 24 2018 28 mins
    Sales cycles are more complex than ever – with an average of 6.8 stakeholders in every deal, it takes time and sophistication to navigate the landscape. Having the right company and industry insights on demand saves you time and helps you craft better value propositions. Join us April 24th for 30 minutes to learn how to leverage ClientIQ for breakthrough conversations.