Tricia Morris

JUNE 13, 2016

As a bonus to our polling, we also found some fascinating trends related to age groups that we’re excited to share in our reveal webinar. Here are three striking sneak-peek statistics from Microsoft’s 2016 State of Global Customer Service Report and we welcome you to join us for the full report reveal.

Report 40

Report Customer Service Self Service Social Media 40

Confirmit

JANUARY 4, 2017

The Q3-Q4 2016 edition of the GRIT Report was created to help insights professionals like you better understand where the industry is heading so you can make the right decisions for your organization. Market Research Webinars.

Report 40

Report Industry Marketing 40

Calabrio

APRIL 26, 2016

According to research recently conducted by my company, Saddletree Research, in conjunction with the National Association of Call Centers (NACC) at The University of Southern Mississippi, spring 2016 will be a time of renewal and refreshment in the contact center as well. The top five issues are illustrated in the graph below.

Contact Center 140

Contact Center Contact Center Software First Call Resolution Call Center 140

Circular Edge

JANUARY 19, 2017

I had a great year hosting our webinar series & wanted to share the best of our Circular Edge educational sessions with you, the JD Edwards community. May your 2017 be enriched by continued learning & growth! Page Composer - Empower Users to quickly & easily create their own dynamic personalized layouts.

Management 40

Management Marketing Customers 40

CX Workout - Ideas Blog

AUGUST 3, 2018

Transcript: Introduction to Digital Leadership Webinar. Okay, welcome everyone, thank you so much for joining us for today’s webinar. Today we are presenting a webinar titled, “The New Digital Leader” presented by Joe Wheeler. Just a little housekeeping before we get started. … to be continued.

Leadership 40

Leadership Course Case Study Social Media 40

CX Workout - Ideas Blog

AUGUST 3, 2018

Transcript: Introduction to Digital Leadership Webinar. Okay, welcome everyone, thank you so much for joining us for today’s webinar. Today we are presenting a webinar titled, “The New Digital Leader” presented by Joe Wheeler. Just a little housekeeping before we get started. … to be continued.

Leadership 40

Leadership Course Case Study Social Media 40

CX Workout - Ideas Blog

AUGUST 3, 2018

Transcript: Introduction to Digital Leadership Webinar. Okay, welcome everyone, thank you so much for joining us for today’s webinar. Today we are presenting a webinar titled, “The New Digital Leader” presented by Joe Wheeler. Just a little housekeeping before we get started.

Leadership 40

Leadership Course Case Study Social Media 40

CloudCherry

FEBRUARY 11, 2019

This was a short webinar that went on for about 45 minutes and the majority of the issues presented by the speakers and the questions raised by the host revolved around ‘Member experience challenges’ and how to create solutions for the current year- 2019. Follow The Link to Watch The Complete Webinar. Get a free demo.

Customer Journeys 150

Customer Journeys Net Promoter Score NPS Survey 150

AskNicely

AUGUST 17, 2018

In his 2016 letter to shareholders , Amazon CEO Jeff Bezos wrote,“There are many advantages to a customer-centric approach. In the same webinar, Wendy Pochop, Director of Customer Success at Fleetio said, “We’re already getting a lot of information from our customers, including new product feedback and feedback on our services.

Competitive Advantage 150

Competitive Advantage Feedback Net Promoter Score NPS 150

Alida

MARCH 30, 2017

At a recent Vision Critical webinar, Sam Trimboli, consumer insights specialist at Price Chopper, joined us to discuss how customer insight is helping the company thrive in the increasingly fragmented grocery industry. The company tweaked packaging and messaging and launched the new private brand in 2016. Watch the on-demand webinar.

Customer Insights 100

Customer Insights Industry Innovation Sales 100

Qualtrics

JULY 28, 2016

In this webinar, Qualtrics’ Craig Lutz will team up with JetBlue’s Jim O’Brien to introduce you to conjoint analysis and its value. Webinar Details. Date: August 11, 2016. Date: August 12, 2016. Date: August 18, 2016. You’ll learn: How to conduct a professional conjoint analysis. NORTH AMERICA. Save my seat.

Analysis 22

Analysis Consulting Customer Insights Customers 22

Beyond Philosophy

NOVEMBER 8, 2017

My co-author of The Intuitive Customer (Palgrave Macmillan, 2016), Professor Ryan Hamilton of Emory University, compares the Intuitive System to a helpful 8-year-old. Learn more about habits and how they affect customer behavior in the recorded webinar we did as part of our Intuitive Customer Conversations webinar series.

System 138

System Government Examples Consulting 138

Tricia Morris

SEPTEMBER 2, 2016

Love it or leave it, brands and organizations just can’t shake customer expectations for social customer service, and from Microsoft’s 2016 State of Global Customer Service Report responses, it looks like those expectations are only set to grow as time goes on and a next generation of customers comes of age.

Social Media 70

Social Media Customer Service Entertainment Travel 70

Alida

APRIL 26, 2018

According to CMO.com way, back in 2016, 63% percent of CEOs saw rallying their organizations around the customer as one of the top three investment priorities for the year. Today, customer centricity, or some notion thereof, has become the strategic posture of almost every profitable company in existence.

Customer Centricity 133

Customer Centricity Analytics Study Customer Experience Professionals 133

CX Journey

MARCH 27, 2019

Research from late 2016 shows that only 53% of employees know their employer's core values. In a more-recent webinar poll , only 11% of HR professionals reported that 80% or more of their employees know the core values. It's even more fitting when you see the statistics about how many employees don't know their company's core values.

Company 148

Company Culture Communication Metrics 148

Experience Matters

JANUARY 7, 2016

As we start moving ahead in 2016, The Year of Emotion , I wanted to look back at last year’s theme. Webinar : CX Trends for 2015 (Year of the Employee). In our listing of customer experience trends for 2015 , I labeled 2015 as “ The Year of the Employee.” Video : People-Centric Experience Design.

Employee Engagement 120

Employee Engagement eBook B2B Tips 120

Confirmit

MAY 8, 2017

According to the 2016 Ericsson Mobility Report, video content will account for 70% of all mobile traffic by 2021, which represents an increase of 55% over the next 5 years. The latest Grit 2016 Q4 Report highlights that 76% of MR organizations currently use mobile surveys, now a mainstream research channel. Market Research Webinars.

Video 40

Video Marketing Survey Study 40

Alida

DECEMBER 22, 2016

presidential election, we’re entering the new year with a global geopolitical landscape that’s more uncertain and potentially more disruptive to businesses than 2016. Virtually all industries saw some form of consolidation in 2016. Martech consolidation: What 2016’s billion-dollar acquisitions mean for buyers. RELATED RESOURCES.

Trends 0

Trends Social Media Advertising e-support 0

CSM Magazine

NOVEMBER 27, 2020

With home-working becoming the norm, a recent webinar, hosted by Insurance Post, asked representatives from Zurich Insurance, Tesco Underwriting, Canopius, and SAS whether they believed traditional contact centres would ever return. Reports from the front lines. However, finely-tuned conversational systems can.”.

Insurance 98

Insurance How To Chatbots Wait Times 98

Kayako

JULY 4, 2016

It’s 2016 and yet, in many ways, customer service is still living in the 1990s. If you’re an existing customer, log into my.kayako.com for all the information you need on your upgrade options and sign up for your exclusive customer webinar on Wednesday July 6th at 4 pm BST. The traditional helpdesk just isn’t helpful anymore.

Customer Service 163

Customer Service Meeting Multi-Channel CRM 163

Tricia Morris

JUNE 17, 2016

Microsoft’s 2016 State of Global Customer Service Report shows that globally, 55% of consumers’ customer service interactions now begin online rather than on the phone or in person. Get the 2016 State of Global Customer Service Report. View Microsoft’s on-demand webinar discussing this year’s fascinating results.

Interaction 40

Interaction Self Service Customer Service Report 40

Forrester

AUGUST 2, 2016

Check out our recent webinar to learn why CX success is vital for government success. This post is part of a series dedicated to the challenges, opportunities, and realities of federal customer experience. Interested in learning more? Luckily, there's a way out of this quagmire. Customer Experience. Federal CX. Government.

Government 40

Government Customer Experience Professionals Customer Experience Customers 40

CX University

OCTOBER 30, 2017

He will be featured in a November 15th webinar, Show me the numbers! Mohamed Latib, CEO and founder of CXU, describes the new endeavor, “When we launched our Online Courses in 2016, we were addressing a need in the CX discipline that hadn’t been met before, which was to provide on-the-go professional development.

Consulting 40

Consulting Financial Measurement Net Promoter Score 40

Forrester

JULY 19, 2016

Register for our complimentary government CX webinar next week, and be sure to join me as I host Forrester's first-ever CXDC Forum on Sept. This post is part of a series dedicated to the challenges, opportunities, and realities of federal customer experience. Interested in learning more? 12 th in Washington, DC. Customer Experience.

Government 40

Government Customer Experience Customers 40

Beyond Philosophy

JUNE 22, 2017

In my latest book, The Intuitive Customer , (Palgrave Macmillan, 2016), co-authored by Professor Ryan Hamilton of Emory University, we explain the psychological concepts that influence this anatomy, from how we make decisions to how we find shortcuts to save energy to how memories of an experience are formed, among others.

Exercises 161

Exercises Interaction Loyalty Customer Experience 161

Myra Golden

JUNE 2, 2016

August 10, 2016 1:00pm ET – 2:00pm ET. Another point Myra makes in this webinar is the Aikido principle of “Don’t push.” August 10, 2016 1:00pm ET – 2:00pm ET. Digital copy of the webinar – you can download it, save and have it forever! September 14, 2016 1:00pm ET – 2:00pm ET. Register Now.

Contact Center 40

Contact Center Training Customer Service Training How To 40

COPC

NOVEMBER 16, 2016

Methodology 2016 data: Conducted by Google Consumer Surveys, August 8–12, 2016 and based on 200 online responses. Methodology 2016 data: Conducted by Google Consumer Surveys, August 8–12, 2016 and based on 200 online responses. of leisure travelers. Sample: National Adult Internet Population. See Figure 3. See Figure 4.

Hospitality 40

Hospitality Travel Survey Industry 40

Alida

OCTOBER 26, 2017

According to a 2016 Vision Critical study , 58 percent of millennials turn to Google for health and nutrition information. To learn more about the challenges facing health care, watch Diagnosing disruptions: De-risking decisions in health care’s digital age , our webinar with digital strategy expert Ed Bennett. .

Industry 188

Industry Insurance Study Hospitality 188

Beyond Philosophy

OCTOBER 3, 2016

To learn more about these fascinating and compelling concepts for yourself and business, please register for our latest book and FREE book launch webinar: The Intuitive Customer: 7 Imperatives for moving your Customer Experience to the next level , (Palgrave Macmillan, 2016).

Exercises 167

Exercises Training System Consulting 167

CX Journey

MARCH 27, 2019

Research from late 2016 shows that only 53% of employees know their employer's core values. In a more-recent webinar poll , only 11% of HR professionals reported that 80% or more of their employees know the core values. It's even more fitting when you see the statistics about how many employees don't know their company's core values.

Company 81

Company Culture Communication Metrics 81

Confirmit

DECEMBER 7, 2016

2016 has been no different and there’s no sign that 2017 will be easier. In this webinar Wale Omiyale, SVP, Market Research at Confirmit, and Jon Puleston, VP of Innovation at Lightspeed looked at the tools available to Market Researchers striving to meet their customers’ needs in this ever-evolving industry.

User Experience 40

User Experience Innovation Meeting Software 40

Myra Golden

JUNE 2, 2016

August 10, 2016 1:00pm ET – 2:00pm ET. August 10, 2016 1:00pm ET – 2:00pm ET. Digital copy of the webinar – you can download it, save and have it forever! September 14, 2016 1:00pm ET – 2:00pm ET. September 14, 2016 1:00pm ET – 2:00pm ET. September 28, 2016 1:00pm ET – 2:00pm ET. 299 per organization.

Contact Center 40

Contact Center Training Customer Service Training How To 40

Beyond Philosophy

MAY 15, 2017

For companies that are still not seeing the big picture, the 2016 Nielson Report, Global Connected Commerce , could help. 2016 has been the year when businesses accelerated their focus on omnichannel platforms to ease their transition to the digital commerce space. It hints that retail therapy is fast giving way to e-tail therapy.

Omni-Channel 133

Omni-Channel Social Media e-support Retail 133

Beyond Philosophy

AUGUST 2, 2017

Gallup reported in 2016 that only 29% of the Millennials said they were engaged at their jobs, meaning the remaining 71% said they aren’t. To learn more, please register for our FREE, informative 60-minute webinar, Employee Ambassadorship: Realizing and Optimizing Stakeholder Value on August 10th , 2017 at 11 am Eastern Time (USA).

Leadership 120

Leadership Employee Experience Consulting Employee Engagement 120

Tricia Morris

FEBRUARY 19, 2016

Only 10% of contact center professionals surveyed for the 2015 Call Center IQ Executive Report on the Omnichannel Contact Center identify their contact centers as omnichannel capable (compared to 68% multichannel and 22% neither) – 25% said achieving omnichannel capabilities will be a priority in 2016.

Self Service 40

Self Service Customer Service Contact Center Omni-Channel 40

Myra Golden

AUGUST 4, 2016

This special training will be held online – August 10, 2016 1:00pm ET – 2:00pm ET. August 10, 2016 1:00pm ET – 2:00pm ET. Digital copy of the webinar – you can download it, save and have it forever! Can’t attend the live event? No worries, a digital copy of the recording will be sent out to all registrants.

Training 58

Training Insurance Contact Center How To 58

ChurnZero

SEPTEMBER 8, 2022

Companies can deliver training through courses, videos, webinars, instructor-led training (ILT) and increasingly, virtual instructor-led training (VILT). Sara Barnes joined Skilljar in 2016 and has since helped hundreds of companies implement or transform their customer education programs to drive product adoption and customer retention.

Customer Success 98

Customer Success Training Customer Satisfaction Customer Retention 98