As customer loyalty is tested by limitless options, the need to understand and manage the customer journey has become essential to competitive differentiation. And far from being the domain of only large corporations – organizations of all sizes must now seek to gain insight into how customer experience is executed and ways to improve.
Join contact center veterans Alton Harewood, Contact Center Consultant, and Kara Allen, Global Workforce Management and Optimization, to hear how the fundamental building blocks of CX strategy are being used today, as well as which technology enablers provide the insight and oversight needed to adjust and administer the modern customer engagement team.
Customer success isn't just about a title, department, or jumping into an account manager role. It is a lifestyle. It should flow through the veins, and ooze out every pore. From the external, it appears that it comes from jumping on top of tasks and engaging with customers, but true CSM's feed their entire lives not just into their assigned customers or company customers, but every customer that they have an interaction with. This includes walking into Starbucks and holding the door open for that person behind you, or picking up the paper towels on the floor in the bathroom. Demonstrating that customer success can happen everywhere you go. It can go unappreciated, but this is also where it can catch on. Your co-workers, potential customers, and perhaps even the occasional current customer are watching. The mentality of being there to serve others is a culture shift which can catch people off guard and see the difference as to why they selected you as their vendor. So the next time you visit Starbucks, don't just walk in, but hold the door and give that person a huge high five!Read more >
Once you have a Customer Experience strategy in place, it’s time to ensure your organization is aligned firmly behind it. Join the fifth webinar in our series, and observe the best practices you can deploy to cultivate a customer-centric culture, thus ensuring all personnel are working to achieve the same Customer Experience goals.Read more >
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.
In this webinar, Jeroen Peters and René Degen, of Comparable B.V. will propose the following:Customer satisfaction surveys is a dead end street, why you may not want to use the NPS score anymore, Customer Satisfaction Score is probably not the most meaningful measurement, new design principles for future customer satisfaction measurements, Using your service engineer as an information source.Read more >
Today’s customers expect personalized experiences and there are a plethora of available martech solutions that claim to have the tools to help. And while marketers are able to collect a mass amount of data, it’s becoming increasingly challenging to be able to act on that data, and have one, central repository to be able to make informed decisions and drive more meaningful customer experiences.
A new martech solution has recently appeared into the space that does just that - the Customer Data Platform (CDP). In this webcast, you can expect to learn:
- How these purpose-built products assemble and distribute customer data
- Why CDPs are faster, easier to use, cheaper and more flexible than other solutions
- What problems a CDP can help the marketer solve
- The key ways to using a CDP in driving a business’s digital transformation
David Raab, Founder of the Customer Data Platform Institute
Adam Corey, VP of Marketing at Tealium
And that’s okay! When asked, digital marketers can rattle off a long list ways unified customer data would help them in their jobs, from better ad targeting (and retargeting) to smarter emails to more effective web personalization just to name a few. But there’s a big gap between knowing what you would do with customer data and actually deploying specific use cases. In this webinar, founder of the Customer Data Platform Institute David Raab takes attendees through how to approach customer data unification, so you get value right away – and set yourself up for more success as you go. Specifically:
1. We’ll review the different scenarios that result when you’re using one data source, a few similar ones, or multiple disparate sources
2. Then, we’ll look at how a customer data platform (CDP), depending on its features, supports an array of applications for the data, from simply providing access to adding messaging and analytics on top
3. Lastly, we’ll bring those two dimensions together to look at the sequencing of use cases that result from the various combinations of these inputs
To stay ahead of the competition, retailers need to improve the customer experience. In this video, Dr. Nicola Millard reveals why personalisation is key.
Find out more: https://www.globalservices.bt.com/uk/en/point-of-view/omnichannel-swap-shop
Established over 200 years ago, John Wiley & Sons helps people and organizations develop the skills and knowledge they need to succeed. Through online scientific, technical, medical, and scholarly journals, combined with their digital learning, assessment and certification solutions, they help a diverse set of customers, including universities, learned societies, businesses, governments and individuals, increase the academic and professional impact of their work.
Wiley knew that a single customer identity would facilitate relationships, transaction flows and risk management. Groups such as Sales, Marketing, Product and Customer Service could realize efficiencies and drive revenue by better understanding who the customers are as well as their relationships to each other.
During this webinar, Frank Guastafeste, Associate Director of Customer Data Governance at John Wiley & Sons, shares:
•How Wiley discovers a whole new level of customer insights to differentiate engagement in every phase of the customer journey
•The processes and business roles required to implement a single customer master record within a data governance framework
•The challenges Wiley faced and the successes it has realized from a focus on data quality and governance
Consumers are on the hunt for the ultimate customer experience, regardless of if you are a consumer facing brand or an enterprise company. Discover how brands like GE Digital, Gainsight, and Okta use PagerDuty to coordinate response to customer issues of all sizes — delivering the best possible responses 24×7, every time.Read more >
Mobile represents a new way of interacting with technology. But for many of us, we still feel chained to our desktop. Join Brian for a conversation about rethinking the ways we interact with customers and prospects in a "mobile-only" world.Read more >
In the last 18 months Jon Cockcroft has overseen the delivery of Direct Line's "MyCustomer" Customer Feedback Strategy - utilising the NICE VOC solution - to 3,000 front line employees, across seven sites, driving improvement in both customer experience and NPS scores. He will share his story on the critical success factors and lessons learned in Direct Line's journey.Read more >
Imagine being able to prove the value your customers are receiving by measuring the ROI of your software. In addition to improving customer renewal rates, marketing and sales would have the proof points they need to acquire new customers. Sounds awesome, right?
In this webinar, Chief Customer Officer of Totango, Omer Gotlieb, will introduce ROI metrics you can track that demonstrate increased revenue, improved productivity, and higher quality delivered with your software. This capability is based on innovative customer success technology unmatched in the marketplace.
Understanding where your organization is positioned in the customer experience (CX) maturity model is critical to designing the best strategy for improvement, and the first step you must take towards optimizing your organization’s overall CX program. Join this webinar to gain an understanding of the different modes and phases that comprise the CX maturity model, reasonable expectations for stakeholders in each stage of the program, how the program should be managed and what outcomes you can anticipate.Read more >
Workbooks CRM empowers you to deliver exceptional customer service:
Workflows & Automation
Profiling & Renewals
Multi-channel marketing departments across the world undergo constant struggles in their attempts to effectively unify all their data to create a Single Customer View.
Ultimately, the aim is to fuse together online and offline data to piece together an often fragmented view of every customer that hinders personalization tactics and leads to misdirected campaigns and marketing offers.
In this webinar we’ll take you through the process that a Customer Data Platform automates for marketers to unify, standardise, transform and de-duplicate data from infinite sources, and will detail the benefits of a CDP brings for trustworthy analytics, segmentation and more targeted personalisation strategies across all your marketing channels.
As your Customer Experience strategy proceeds, it’s important you don’t neglect a vital part of the equation: Often acting as the faces of your organization, your employees will inevitably have a considerable impact on the experience your customers have. Join us for the eighth webinar in our series and learn how to ensure employees are not only engaged with, but actively promoting, the customer-centric culture you’ve established within your organization.Read more >
The most effective Customer Success teams need to do more than focus on churn and upsells. In this session, you'll learn how Unbounce grew customer success from a team of 2 to 20, and helped spread a customer centric attitude company wide.Read more >
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.Read more >
Jeanne Bliss, Author of The Chief Customer Officer, will break down how to deliver meaningful customer experiences that drive profitability and growth. It’s not about a point in time; it’s about a process that leads to customer rave. Learn 5 key competencies every company must have and why a new kind of executive – the Chief Customer Officer – is paramount to this process.
Omer Gotlieb, Chief Customer Officer at Totango, will follow Jeanne to briefly share his experiences in setting up Totango's customer success team and how they strive to continuously deliver value to their customers.
Ready to be inspired? Join us for this unique Customer Service Week webinar with four award-winning contact centers. This presentation will celebrate the achievements of our industry, while arming you with a few tips and tricks to try in your center.
Whether social media is your top challenge or you’re looking for innovative ways to train agents, this webinar is for you!
Attend this webinar to learn:
* How Alberta Pensions Services made significant changes to make life easier for agents and customers
* How the Dorel Juvenille customer care team is using social media in creative ways
* How to leverage improv techniques to better train contact center agents
* How the Whirlpool contact center drives strategic value for their business
Join us for this interactive hour, complete with live audience Q&A. Invite your team members and make it a lunch-and-learn!
Analysts predict that by 2020, 1.7MB of new information will be gathered every second for every person on earth. Contributing to that massive figure is the prediction that the average person will own more than five connected devices by the same year.
With data and customer touchpoints continuing to grow at this exponential pace, brands face massive opportunities—along with multiple challenges. The increase in customer information and engagement exposes the critical need for a technology solution to provide a 360° view on customers that will enable seamless experiences. Enter the Customer Data Platform (CDP).
Join to learn:
• Key capabilities and functionality of a CDP
• Differences between CDPs and other solutions like DMPs, ESPs and DSPs
• 4 key industries that are taking advantage of CDPs to stay ahead of their competition
• Key considerations to make when evaluating a CDP
Join Mike Grafham as he outlines the KPIs for customer success for Yammer.Read more >
Jon Herstein explains how to be proactive in your approach to customer success by focusing on your customer's objectives and directly providing value by meeting those objectives.Read more >