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    • Top 10 Customer Success Growth Hacks
      Top 10 Customer Success Growth Hacks Lincoln Murphy, Customer Success Evangelist, Gainsight Recorded: Jul 23 2014 3:00 pm UTC 45 mins
    • Growth hackers have an obsessive focus on user growth. The best growth hackers realize that customer acquisition is only the first step to success. Finding creative growth opportunities that develop lifelong customers is growth hacker gold.

      Our top 10 practical Customer Success growth hacks in this webinar helped:
      - Adobe EchoSign identify and mobilize fans to become bigger, better fans
      - LevelEleven create a sales pitch for their Customer Success program
      - Gild establish and report on a success goals kick-off meeting

      Sign up today and walk away with 10 proven, actionable, growth hacks that will generate a positive ROI for your Customer Success team.

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    • How AI is changing the customer retention game
      How AI is changing the customer retention game Kara Dake, VP Growth & Partnerships, Clevertap Recorded: Jul 11 2018 5:00 pm UTC 61 mins
    • Your users are like fine wine or good cheese: They get better over time. Which is why user retention is essential. With a steady retention rate your revenue just compounds over time. And increasing retention by just 10 percent will boost your business value by more than 30 percent.

      That’s where artificial intelligence comes in. AI marketing tools let you anticipate customer needs, create personalized campaigns that make them feel seen and heard, lock on to essential customer purchasing patterns, deliver highly relevant messaging, marketing, and offers when and where they want to see them, and more. And with the volume of customer data you have at your fingertips, you can identify what characteristics make up high-value customers, so you know exactly where to put your focus.

      Learn how tapping into your oil well of data and harnessing it via marketing automation platforms powered by AI and machine learning can strengthen your bottom line when you join this VB Live event!

      In this webinar you'll learn:

      * Key engagement strategies using AI
      * How to use AI to strengthen campaigns (including creative, messaging, segmentation and personalization)
      * The role of time-based triggering in automation and monetization
      * The evolving trends in marketing automation and omnichannel marketing

      * Kara Dake, VP Growth & Partnerships, Clevertap
      * Aditi Mohanty, Digital Marketing Manager, Vodafone
      * Rachael Brownell, Moderator, VentureBeat
      * Stewart Rogers, Analyst-at-Large, VentureBeat

      Sponsored by Clevertap

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    • Step in Your Customers’ Shoes for Best Growth Through CX Tech
      Step in Your Customers’ Shoes for Best Growth Through CX Tech Lynn Hunsaker, Chief Customer Officer at ClearAction Continuum Recorded: Apr 5 2018 3:00 pm UTC 35 mins
    • Customer experience technologies play significant roles, yet it’s not uncommon for CX tech to actually make it harder to be a happy customer. To get it right, you need to look at customer experience technology not from an employee’s viewpoint, but from your customer’s perspective.

      For customer relationship management, automated customer interactions, customer loyalty, enterprise feedback management, customer communities, social media and other platforms, this presentation will show you how to get beyond a technology-centered definition of customer experience management to view things the way customers do, and to leverage CX tech to inspire customer-centered management company-wide in ways that customers will reward with enthusiastic recommendations and expanded spending with your brand.

      About the speaker
      Lynn Hunsaker is Chief Customer Officer of ClearAction Continuum, which centers businesses on customers by empowering marketing and customer experience teams to adopt customer-centric outside-in thinking and influence for accelerating growth. She led customer experience strategy at Applied Materials and Sonoco Products Company since the early 1990s where her roles included Voice of the Customer Manager, Customer Satisfaction Improvement Manager and Head of Corporate Quality. Lynn has authored 3 customer experience handbooks, including Innovating Superior Customer Experience, and she was author of the year in 2017 and 2015 on CustomerThink.com. She is past president of Silicon Valley American Marketing Association and currently on the Board of Directors for Customer Experience Professionals Association. Lynn co-founded the ClearAction Value Exchange, which helps companies crack the code to overcoming organizational barriers to success with customer-driven change initiatives.

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    • Maximizing the business benefits of your Inhouse customer data
      Maximizing the business benefits of your Inhouse customer data Monica Mullen, Solutions Marketing Manager and Marcus Kästel, Senior Manager, Deloitte Consulting Recorded: Sep 21 2018 2:00 pm UTC 44 mins
    • Competing on customer experience in retail is not just a passing fad – it’s here to stay. Customers expect more, want convenience, and they change quickly. Retailers have responded by introducing new channels, services, and personalized marketing promotions to capture customers’ attention and wallet share. What does it take to really take to engage with customers?  The answer is hidden in your data. According to Forbes, 80% of data is dark and untouched - meaning it’s never actually used to make improvements or changes deemed necessary by the customer.
      In this discussion you’ll learn what is possible as we review how you can create a trusted 360-degree view of your customer and put the customer truly at the center of your operations.  We’ll review how retailers of all types are delivering a customer experience that sets them apart from other brands to drive consumer loyalty.  And we’ll share the best practices and use cases retailers have adopted to get to know their customers better by unleashing the disruptive power of their data.

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    • How John Wiley & Sons Uses Trusted Data Across the Customer Journey
      How John Wiley & Sons Uses Trusted Data Across the Customer Journey Frank Guastafeste, Associate Director of Customer Data Governance, John Wiley & Sons Recorded: Dec 6 2017 6:00 pm UTC 59 mins
    • 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

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    • How to Build a True Conversational Messaging Platform
      How to Build a True Conversational Messaging Platform Abinash Tripathy, Helpshift; Dan Miller and Mitch Lieberman, Opus Research Recorded: Aug 2 2018 5:00 pm UTC 49 mins
    • Brands in every industry and geography feel an urgency to meet the conversational needs of their customers. Executives walk the fiscal tightrope between exceptional customer experiences and operational efficiency. Today’s contact center, as the communications hub for customers, is caught in the middle of the battle. Customers value fast, frictionless convenience; executives must invest accordingly.

      Join Opus Research Lead Analyst Dan Miller and Program Director Mitch Lieberman, with Abinash Tripathy, Chief Strategy Officer and Co-Founder from Helpshift, as they address the urgent topics that help brands and enterprises supercharge customer service experiences, including:

      * How digital messaging promotes operational excellence while meeting — and exceeding — customer needs
      * Strategic steps necessary to support top-line growth and in-depth customer engagement
      * How brands infuse intelligence, accuracy, and precision into company/customer conversations
      * How to leverage investments and resources to build the next generation of customer service and support

      Read more >
    • MOO CPO on Driving Growth Through Non-Customer Understanding
      MOO CPO on Driving Growth Through Non-Customer Understanding Chad Jennings Recorded: Dec 5 2017 1:55 pm UTC 55 mins
    • Businesses and product managers love to shout about being “data-driven.” Data is obviously fundamental, but with an industry average conversion rate of 3%, most of our data is internal-facing and biased towards the minority of existing customers who have successfully converted. What about the majority who are non-customers? We are often blind to why non-customers fail, yet break-through products can come from understanding the potential customers who never show up in your dashboards and models. Stop navel gazing and join this session where Chad Jennings will share case studies, frameworks and methods you can use to uncover insights that can drive not only growth but useful, usable and delightful products.

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    • The Business Value Hierarchy:A strategic approach to cure underperformance
      The Business Value Hierarchy:A strategic approach to cure underperformance Christopher Ryan, The B2B Revenue Growth Expert Upcoming: Jan 17 2019 6:00 pm UTC 45 mins
    • Your mission is not just to generate more awareness, leads and revenue, but also to increase the financial and brand equity value of your company. To do this, you need to rise above the noise in the marketplace and truly understand your company’s place in the customer’s widening array of expectations.
      Step one is to uncover the current value of your offerings to your customers and prospects (the existing state). Truth here is an absolute must.
      You then need to protect and enhance your marketplace value by either being a top player (perhaps “the” top player) in your value category or better yet, launching yourself into a higher-value and more profitable category. Topics include:
      How to find your current place on the Value Hierarchy Scale.
      What four value measurements to capture and track.
      How to identify and close your value gap.
      Your best options for moving up the value scale.

      You will learn how to:

      1.Measure where you are in relation to your competition.
      2.Achieve lasting competitive differentiation
      3.Increase the financial and brand-equity value of your company.
      4.Become a leader in your existing value category or catapult to the next category

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    • High Performance Mobile Growth & Retention: A Conversation with Andrew Chen
      High Performance Mobile Growth & Retention: A Conversation with Andrew Chen Andrew Chen, Growth at Uber Recorded: Aug 10 2016 6:00 pm UTC 45 mins
    • Growth is the major buzzword in mobile. Yet, what does it mean to grow your active user base if you can’t effectively engage and retain those users? The challenge many mobile apps are now facing is how to keep users once they’re onboarded. It costs more to acquire new users than it does to retain existing customers, however, it’s not easy to scale growth with retention.

      Join Andrew Chen, growth at Uber, and Momchil Kyurkchiev, CEO and co-founder of Leanplum, to learn:

      - How to build a complementary strategy for mobile growth and retention
      - How to create a system of mobile growth built in and around the product
      - Predictions for the future of mobile growth and retention hacking

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    • How to Deliver a Truly Connected Customer Journey
      How to Deliver a Truly Connected Customer Journey Moderator - Caroline Baldwin, Speakers - Paul Hornby, Kareena Uttamchandani,Ryan Davies, Karine Cardona-Smits Recorded: Oct 18 2018 2:00 pm UTC 64 mins
    • Today’s digital-savvy customers expect to be able to buy on their terms - how they want and whenever they want. This is good news for retailers because customers who buy across multiple channels are more loyal and spend more. But in order to win and retain these customers, retailers need to create a seamless and holistic experience at every customer touchpoint, and many are falling short of realising this to its full potential and failing to meet rapidly rising customer expectations.

      On this webinar, we will discuss how retailers can rise to this challenge by developing a deep understanding of their customers’ needs and expectations across the entire customer journey, break down organisational silos, and deliver seamless and connected journeys that delight customers and drive business growth.

      On this webinar you will:

      - Learn how to develop a thorough understanding of your customers
      - Learn how retailers are breaking down silos and using cross-channel analytics
      - Understand how to create a shared vision organisation-wide

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    • The Role of the Contact Center in the Customer Experience
      The Role of the Contact Center in the Customer Experience Nate Brown Recorded: Mar 21 2018 6:00 pm UTC 33 mins
    • What is the strategic difference between customer service and customer experience? How can contact centers improve ROI by improving the customer experience? Join us as Nate Brown breaks it all down, and arms you with strategic direction to drive growth in the year ahead. You'll learn how to gain the buy-in you need to move your CX initiatives forward, how to find opportunities for quick wins, and how to leverage customer feedback to generate revenue. Bonus: attendees will gain free access to Nate's newly released CX Primer tool.

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