RapportBoost

NOVEMBER 25, 2018

The event, sponsored by Talkdesk , will discuss the top priorities for contact centers in connecting with customers and prospects via their preferred channels. We’ll showcase real case studies of how leading brands are connecting with customers on their preferred channels,” said Medrano. “In The webinar will take place on Tuesday, Nov.

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Contact Center Innovation Average Handle Time Case Study 40

CX University

JULY 10, 2023

In partnership with UBA, CXU designed three eLearning role-based courses – Basic, Manager, and Leader levels. CX University is the first comprehensive online learning organization that specifically trains customer experience professionals. UBA successfully launched their CX School internally on May 3, 2023.

Banking 52

Banking Competitive Advantage Customer Experience Professionals Course 52

Lumoa

APRIL 21, 2022

Wayne Dyer Act 1 The Customer Support Blues “Does Customer Support have enough of a mandate to drive improvements in customer satisfaction?” When I started thinking about writing a piece on transforming customer support, this question immediately came to mind. You’re not alone.

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How To Self Service Banking Customer Satisfaction 208

Totango

MARCH 8, 2022

Offering career advancement tips for CS professionals. Hosting CS webinars, teleconferences, and seminars. Offering tips on how to run customer success communities. Helping CS professionals sharpen their skill sets, advance in their careers and hunt for jobs. Nine Best Customer Success Communities in 2022.

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Customer Success Guidelines Social Media Tips 116

TechSee

JUNE 16, 2022

Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” Paul Husar, Senior Call Center Manager at LG Electronics. Follow on LinkedIn. Follow on LinkedIn. Follow on LinkedIn.

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Customer Service Contact Center Chief Customer Officer Call Center 251

ECXO

JUNE 6, 2022

We have available 200 digital sets – Subscribe in our CX community [link] or in our ZOOM Link: Register in advance for this webinar: [link] After registering, you will receive a confirmation email containing information about joining the webinar. He is co-founder of Strategic Horizons LLP and the Author of the Experience Economy.

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Consulting Customer Experience Professionals Innovation Culture 52

CX Journey

AUGUST 24, 2017

I love attending webinars and reading articles about journey mapping because I'm always curious about how others talk about them, what their approaches are, what outcomes they've achieved, etc. Recently, I attended yet another webinar where the host touted great things about the content - but fell flat in delivery.

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Customer Journeys Customer Experience Professionals Sales Customer Experience 116

GetFeedback

JULY 19, 2019

Find those managers and supervisors who need to understand your Voice of the Customer program and their role in it. In fact, we recently partnered with our friends at Forrester and launched a webinar on how to build a simple and effective VoC program that impacts the bottom line. . Check out the full webinar recording here.

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Customer Journeys Effort Score Net Promoter Score How To 230

CX Journey

SEPTEMBER 1, 2016

CX Day is a celebration of customer experience professionals, those folks who work tirelessly to design and deliver a great customer experience to their customers. This day is meant to not only highlight the profession but also to continue to raise awareness of the importance of the customer experience.

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Company Customer Experience Professionals Customer Experience Management Customer Experience 92

Confirmit

JULY 10, 2019

Webinar Details. You need to respond to customers’ issues to give confidence that you will do the right thing by them. With the right level of trust you can motivate, empower and encourage everyone in the organization to do the right thing for your customers and deliver real business value. Watch webinar.

Customer Journeys 45

Customer Journeys B2C Customer Experience Professionals Customer Centricity 45

Confirmit

JANUARY 29, 2019

In our recent report “The State of Customer Experience: Time to get real”, based on a survey of over 250 Customer Experience professionals, we have tried to identify what the most successful companies are doing, what we can learn from them, and what you need to do to deliver similar results.

Customer Experience 40

Customer Experience Customer Experience Professionals Report Customer Experience Management 40

Thematic

SEPTEMBER 10, 2018

If you missed our recent webinar with customer experience expert Maurice Fitzgerald and Alyona Medelyan, CEO of Thematic, check out the highlights here. Maurice is former VP of Customer Experience at HP, author of 4 books on customer experience strategy and the Net Promoter Score.

Video 48

Video Net Promoter Score Customer Experience How To 48

Thematic

SEPTEMBER 10, 2018

If you missed our recent webinar with customer experience expert Maurice Fitzgerald, check out the highlights here. Maurice is former VP of Customer Experience at HP, author of 4 books on customer experience strategy and the Net Promoter Score. How to get sponsorship as a CX professional.

Video 48

Video Net Promoter Score Customer Experience How To 48

CX Journey

OCTOBER 27, 2015

Pundits and experts alike say that customer experience is everyone's job. If you google "customer experience is everyone's job" and "customer service is everyone's job," you'll find endless articles, blogs, and webinars with that very title. Technically, it is everyone's job. How can that be?

Customer Experience 80

Customer Experience Customer Experience Professionals Consulting Call Center 80

Confirmit

JANUARY 29, 2018

In our recent report “The State of Customer Experience: Time to get real”, based on a survey of over 250 Customer Experience professionals, we have tried to identify what the most successful companies are doing, what we can learn from them, and what you need to do to deliver similar results.

Customer Experience 40

Customer Experience Customer Experience Professionals Report Customer Experience Management 40

Confirmit

JULY 10, 2019

Watch webinar. You need to respond to customers’ issues to give confidence that you will do the right thing by them. With the right level of trust you can motivate, empower and encourage everyone in the organization to do the right thing for your customers and deliver real business value. Voice of the Customer Webinars.

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Customer Journeys B2C Customer Experience Professionals Customer Centricity 40

Confirmit

JUNE 26, 2019

Webinar Details. With the right level of trust you can motivate, empower and encourage everyone in the organization to do the right thing for your customers and deliver real business value. Faith Adams is an analyst at Forrester Research, serving Customer Experience Professionals. Voice of the Customer Webinars.

Customer Journeys 40

Customer Journeys B2C Customer Experience Professionals Customer Centricity 40

Confirmit

SEPTEMBER 18, 2019

You’re probably aware of CX Day by now, but if you’re not, it is the brainchild of the Customer Experience Professionals Association ( CXPA ), a global non-profit organization specializing in the advancement and cultivation of the customer experience profession. Want to know more about CX Day?

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Customer Experience Professionals Insurance Leadership Innovation 40

Innovative CX

FEBRUARY 26, 2019

As we know all functions have some role in the end-to-end customer experience. There is one function that plays an important role in managing the customer’s journey in organizations, that of the customer experience professional. What’s in a Name? What’s in a name? One final thought.

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CEM Customer Experience Professionals Course ROI 40

Confirmit

APRIL 15, 2019

Webinar Details. Ecore’s Voice of the Customer program measures and monitors the customer experience at many stages of the customer journey. It also delivers customer insights that are used by stakeholders all over the business to drive decision-making. Voice of the Customer Webinars.

Customer Journeys 40

Customer Journeys Customer Experience B2C Roadmap 40

Wootric

DECEMBER 21, 2018

Here are 5 signs that text and sentiment analytics will be worth the investment, bringing your customer feedback program to the next level. Customer Success Operations Manager: Does Your Team Need One? At Wootric, we aim to give you the best tools and content to make CX management about insight, action, and ROI.

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Net Promoter Score Effort Score NPS e-support 56

CX Journey

MAY 3, 2016

The Customer Experience Professionals Association (CXPA) was established in 2011 to support and to advance the customer experience profession, to set standards for the profession, and to increase the visibility of these long-unsung heroes. Metrics, Measurement, and ROI You can't manage what you don't measure.

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Customer Experience Customer Experience Professionals ROI Metrics 80

Qualtrics

MARCH 29, 2019

One of the things we’ve been navigating with clients over the past several months is how to begin working on OMB Circular A-11 Section 280 , Managing Customer Experience and Service Delivery. Two Webinars Available On-Demand. Here’s a link to the webinar replay. Here’s a link to that replay.

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Government Resources Customer Experience Video 36

Natalie Petouhof

SEPTEMBER 22, 2016

But if they are doing all that, why do customer still report, in large part, that their experience of most brands is not up to snuff? What I discovered is that there are two groups of people that think about customer / digital experience, but in very different ways. So how could that be? DrNatalie Petouhoff.

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Omni-Channel Customer Experience Customer Experience Professionals Social Media 40

Verint

SEPTEMBER 22, 2017

A lot of research has been done which makes the general point that great customer experiences drive long-term profitable growth. These macro proof points have been sufficient for many organizations to initially invest in customer experience initiatives—this has been great for customer experience professionals and the overall CX space.

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Measurement Case Study Comparison Customer Experience Professionals 65

ChurnZero

MARCH 29, 2019

See how much information you can manage to get in the shortest format. Upcoming Webinar. How Customer Success Can Catalyze Customer-Centric Change. Julia Ahlfeldt breaks down what it takes for an organization to truly put the customer at the center of their business. Customer Success Around the Web.

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B2B Survey Net Promoter Score Effort Score 73

Kitewheel

SEPTEMBER 16, 2019

With increasing demands from executives, customers, and even from employees to improve customer experience, your team needs a powerful strategy to prove ROI from CX investments. When it comes to proving ROI on journey management projects, it is critical to have the right level of focus that journey steps can provide.

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Measurement Customer Journeys Omni-Channel ROI 40

Qualtrics

MARCH 19, 2019

Collecting customer feedback has become a bigger imperative than ever before for federal government agencies. The Qualtrics Experience Management Platform is also FedRAMP certified , meaning it has been assessed and authorized under one of the most stringent cloud security standards in government. Watch Webinar.

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Feedback Government Survey Data 22

ChurnZero

APRIL 5, 2019

Here are just a few of our favorite tips that we wanted to share with the larger Customer Success community. Keep reading to get expert tips and advice on the following topics: Customer Success Performance Management (Goals and KPIs). Hiring and Scaling a Customer Success Team. Upcoming Webinar. SuccessHacker.

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Tips Customer Success Customer Centricity Leadership 40

Michel Falcon Experience

OCTOBER 21, 2015

” Recognizing that this is a common question for many business professionals, from around the world, I hosted a webinar on this very topic on October 6th titled “5 Things Your Customer Experience Strategy Needs to be Successful.” ” You can download the recording of the webinar by clicking here.

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Strategy Customer Experience Net Promoter Score NPS 68

Qualtrics

MARCH 26, 2019

Ingredient: Governance Settings in Your Experience Management Tools. Survey policy should also touch your experience management tool. For more insights on CX governance, specific to federal government agencies, check out our recent webinar here. Webinar: The Secret Sauce for CX Success in Government.

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Government Data Policies Guidelines 22

Pointillist

AUGUST 18, 2021

I recently sat down with three luminaries in the field of customer experience to discuss the highlights of Pointillist’s third annual report on the State of Customer Journey Management and CX Measurement. This year, 68% of high performers reported having a role or a team dedicated to customer journey management.

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Customer Journeys Self Service Omni-Channel Measurement 40

ClientSuccess

AUGUST 27, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. What is one important lesson you learned in your early customer success days that has had a positive impact on your career? How has it helped you?

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Software Customer Success Culture Customers 40

Qualtrics

MAY 6, 2019

The City of Provo runs its panel program on the Qualtrics Experience Management Platform. Author Bio: Stephanie Thum is a Certified Customer Experience Professional (CCXP) and Chief Advisor for Federal Customer Experience at Qualtrics. Website feedback. Want expert help? CONTACT US.

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Government Feedback Entertainment Survey 30

Michel Falcon Experience

FEBRUARY 19, 2016

If you’re reading this, you most likely have a career in customer experience. Or perhaps the headline caught your eye because you manage a customer experience or customer support department and want to elevate your team. Hosted free webinars. Step 2: Create Your Personal Brand.

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Call Center Consulting Customer Experience Net Promoter Score 60

ChurnZero

APRIL 12, 2019

And even more, what can Customer Success teams do to contribute to their organization’s Customer Experience (CX) evolution? During this webcast we also learned: The key aspects of customer-centric business practices (e.g. Speaker: Julia Ahlfeldt, Certified Customer Experience Professional.

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Customer Centricity Customer Success Net Promoter Score Self Service 14

Experience Investigators by 360Connext

APRIL 14, 2020

While we’d all love to be able to say, “let’s map every journey possible for every customer,” this might not be the right time for such grand plans. Start with what you know you can manage. For our purposes, I recommend starting with one customer persona and one journey. Start with what you can manage.

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Customer Journeys How To Course Touchpoint 374