CloudCherry

SEPTEMBER 18, 2018

In this webinar with Maxie Schmidt-Subramanian, Principal Analyst at Forrester, you’ll learn the tactics that help overcome the challenges of making the link between CX improvements and the business results that matter most to your executives. She leads Forrester’s research on CX measurement programs. Register now to secure your spot.

Webinar 150

Webinar 2017 Financial 2018 150

CloudCherry

SEPTEMBER 18, 2018

In this webinar with Maxie Schmidt-Subramanian, Principal Analyst at Forrester, you’ll learn the tactics that help overcome the challenges of making the link between CX improvements and the business results that matter most to your executives. She leads Forrester’s research on CX measurement programs. Watch it On Demand.

Webinar 150

Webinar 2017 Financial Measurement 150

Experience Investigators by 360Connext

MAY 11, 2021

When leaders say this, what they really mean is, “We’re just getting started with customer experience management.” ” What is Customer Experience Management? Great customer experiences are the result of focused, intentional Customer Experience Management. What does Customer Experience Management Require?

Customer Experience Management 291

Customer Experience Management Customer Experience Management Government 291

InMoment XI

MARCH 3, 2022

Truth #1: Stagnant Programs Are Only Measuring and Managing Experiences. But measurements are not outcomes. In a similar fashion, managing experiences only focuses on understanding the customer or reacting to their interactions. You see, measuring and managing is one thing—actual improvement is another.

Fashion 370

Fashion Government Webinar Measurement 370

Feedbackly

OCTOBER 12, 2022

Join our chat with Jaakko Männistö and use a chance to ask any questions you might have about the Emotional Experience measurement or the Emotional Value Index (EVI®). This is why leading businesses are more than ever measuring Emotional Experience and those who are not yet, are looking for ways to measure it. EVELY KAASIKU.

Webinar 98

Webinar B2C Feedback Measurement 98

InMoment XI

AUGUST 18, 2022

The Continuous Improvement Framework focuses on building an experience program that moves past measuring and managing what customers are saying and transforms into one that actually improves the customer experience and benefits your business. Project Management. The Continuous Improvement Framework: A Quick Summary.

ROI 418

ROI Customer Experience Webinar Financial 418

Kerry Bodine

AUGUST 14, 2020

On Wednesday I presented a webinar with the Toronto Customer Experience Professionals Association. So many, in fact, that I didn’t have time to answer them all on the webinar itself. I hope you’ll find the answers below helpful on your path to journey management. Should Product Managers be appointed Journey Managers?

Webinar 83

Webinar Management Touchpoint Telecommunications 83

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. Journey Managers. Why is it a journey manager , and not a director?

Webinar 54

Webinar Management Touchpoint Customer Journey 54

CSM Magazine

MAY 2, 2020

Get a head start on the future of CX in the latest Reuters Events webinar, featuring best practices and strategic advice from Master Card and Sure Petcare (15:00pm 7th May GMT). Pre-register for the free webinar today to ensure you do not miss it! Or do we need to focus solely on efficiency and delivering results quickly?

Webinar 52

Webinar Customer Service Management Customer Centricity 52

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. Journey Managers. Why is it a journey manager , and not a director?

Webinar 48

Webinar Management Touchpoint Customer Journey 48

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. Journey Managers. Why is it a journey manager , and not a director?

Webinar 48

Webinar Management Touchpoint Customer Journey 48

Playvox

MARCH 5, 2024

And behind the scenes, how do you ensure your quality management (QM) processes are keeping up? Let’s examine the role of AI in streamlining quality management processes to help modern contact centers rise to the ever-changing customer experience landscape. How do contact centers not only survive but thrive in this new era?

Contact Center 78

Contact Center Management Omnichannel Interaction 78

Gainsight

FEBRUARY 22, 2024

In the dynamic landscape of community management, 2023 saw significant strides in redefining the role and impact of online customer communities for organizations. As we embark on a new year, it’s crucial to reflect on the lessons learned and set our sights on the dos and don’ts for community management in 2024.

2024 52

2024 Management 2023 ROI 52

Playvox

FEBRUARY 16, 2024

Advances in technology allow contact centers to use data in much more manageable ways, redefine how to engage with customers, gain efficiencies, and leverage actionable insights to improve quality management (QM) and the customer journey. These processes had high costs but generated low value and non-strategic insights.

Contact Center 75

Contact Center Management Call Center Omnichannel 75

Beyond Philosophy

SEPTEMBER 6, 2017

When you are improving your Customer Experience (CX), measuring your progress is crucial. Measurement tells you what you are doing right and, perhaps more importantly, what you are doing wrong. Fail to measure correctly, and you will have a tougher road to success—or miss the road altogether. Not so fast. Five, in fact.

Measurement 121

Measurement Consulting Metrics Webinar 121

Education Services Group

SEPTEMBER 4, 2018

The need to measure product utilization and/or subscription consumption is a no-brainer. What’s not so straightforward is how to measure these activities and what to do to prevent problems. At my previous company, measuring utilization was a manual process by downloading the raw data and creating pivot tables to look at usage.

Customer Retention 49

Customer Retention Measurement Management White Paper 49

PeopleMetrics

FEBRUARY 25, 2021

PeopleMetrics Experience Management Platform Roadmap Preview. is a weekly live webinar session where experts from our team answer YOUR questions about customer, employee and patient experience measurement and management – and sometimes we show you how you can achieve your goals using tools within our experience management platform.

Roadmap 108

Roadmap Management CEM Customer Experience Management 108

InMoment XI

OCTOBER 28, 2021

Let’s Take a Closer Look at Revenue Management/ Pricing. The one supporting function that I’d like to consider in terms of the role it can play in the overall customer experience is Revenue Management or Pricing. As Mr. Carlzon suggested, there are also supporting functions that are in service to those who serve the customer.

Airlines 370

Airlines Government Webinar ROI 370

InMoment XI

OCTOBER 23, 2024

Without managing this customer experience properly, you risk losing clients, failing to acquire new ones, and creating a negative public image for your brand. The positive online reviews you receive as a result of your CX strategy will be beneficial to your financial services reputation management efforts.

Banking 195

Banking Customer Experience Financial Touchpoint 195

Playvox

FEBRUARY 6, 2024

It’s often the continuous improvement or quality management (QM) piece where contact centers struggle. In an era of agent turnover, budget cuts, and fleeting customer loyalty, it’s useful to explore the evolution of quality management from its traditional, compliance-focused roots to a modern, customer-centric approach.

Customer Centricity 83

Customer Centricity Contact Center Management Customer Satisfaction 83

CloudCherry

SEPTEMBER 19, 2018

As businesses strive for that competitive edge, they turn to customer experience management or CEM to better understand the customer’s perspective and improve based on these insights. Here’s Why Measuring the Financial Returns of CEM Is a Necessity. How to Measure a CEM Program’s Financial Returns.

ROI 256

ROI Financial CEM Metrics 256

Beyond Philosophy

AUGUST 23, 2017

Many organizations measure their Customer Experience (CX) in the wrong way. It is how you measure it and it’s one of the fundamental failures of many CX programs. Measuring is a critical part of any effort to quantify progress (or failures) when you have a goal of improving your CX. How does one measure a concept?

Measurement 132

Measurement Loyalty Metrics Consulting 132

CloudCherry

SEPTEMBER 19, 2018

As businesses strive for that competitive edge, they turn to customer experience management or CEM to better understand the customer’s perspective and improve based on these insights. Here’s Why Measuring the Financial Returns of CEM Is a Necessity. How to Measure a CEM Program’s Financial Returns.

ROI 225

ROI Financial CEM Metrics 225

InMoment XI

JULY 4, 2022

You need to be measuring and managing customer journeys , not just transactional data, so that you can improve on the customer experience as a whole. Internal Data: Most businesses will have a strong customer relationship management system (CRM) that will store all customer and behavioral data. 4: Don’t Stop.

ROI 370

ROI Return on Investment Social Media Measurement 370

InMoment XI

AUGUST 25, 2023

InMoment recently held a webinar featuring Forrester , an independent, research and advisory firm. Let’s dive into what we covered on our webinar. You need to develop a well-defined and quantifiable approach to measuring the ROI of CX initiatives, which is essential for securing ongoing support and funding from senior leadership.

ROI 195

ROI Net Promoter Score Webinar Financial 195

PK

MAY 8, 2020

On May 28, I’ll be hosting a webinar with my colleague Derek Phillips, Director of Content Strategy at PK, called Building Connected Healthcare Experiences to Come Back Stronger from the Pandemic , in conjunction with eHealthcare Strategy & Trends. The post Webinar: Building connected healthcare experiences appeared first on PK.

Healthcare 52

Healthcare Webinar Connections Hospitality 52

Kayako

SEPTEMBER 3, 2015

We set ourselves an ambitious goal of building the first successful monthly industry webinar series. Here’s the story of how we got started, and what we learned from running our first webinar. It is a two-in-one that keeps on giving long after the webinar itself is over. Two weeks before the webinar: We set a time.

Webinar 106

Webinar Books Blog Presentation 106

Help Scout

SEPTEMBER 7, 2021

In this post, we’re going to explore the critical difference between customer satisfaction and customer service quality, and then we’ll show you, step-by-step, how to build an effective system for measuring the quality of the service experience you are delivering to your customers. Step 1: Define customer service quality for your company.

Measurement 118

Measurement Customer Service NPS Feedback 118

BirdEye

FEBRUARY 21, 2023

In this comprehensive guide, we’ll walk you through everything you need to know about social media management for local businesses. Table of contents Why social media is so important for businesses The most popular social media platforms today About social media accounts What is social media management? What is social media management?

Social Media 98

Social Media Management Multi-Channel ROI 98

BirdEye

DECEMBER 15, 2023

Our recent webinar, ‘Local social: How to manage social media across locations,’ for Birdeye VIEW 2023, unveils the real-life success story of Valley Veterinary Care’s social media reputation management. Managing 24 locations, each with its vibe and all rocking 75 different social media accounts, is not easy.

Social Media 59

Social Media Management 2023 Demo 59

Kitewheel

APRIL 14, 2021

In our recent webinar featuring Joana Quintanilha from Forrester Research , we discussed how businesses of any size can get incredible results from customer journeys. This blog post highlights 7 important takeaways from the discussion, but check out the webinar for more details. Choose a Customer Journey Measurement Framework.

Webinar 52

Webinar Customer Journey Omnichannel Measurement 52

Education Services Group

JULY 21, 2022

We’re managing a portfolio of over 13,000 customers globally and we don’t have dedicated CSMs. So, we have a swarm CSM model, and we have eight CSMs managing that install base of 13,000 customers. And we walked them through what we do today from a customer lifecycle management perspective. How can we scale it?

Webinar 52

Webinar CEM Customer Success Chief Customer Officer 52

ChurnZero

MARCH 31, 2020

7 Key Takeaways from ‘Fortifying Customer Relationships During COVID-19’ Webinar. Customer Success Managers don’t want to contribute to email fatigue, but they also don’t want to be silent. Jeremy’s team is heavily reliant on auto-renewals with 18,000 customers managed across nine Customer Success Managers.

Webinar 72

Webinar Customer Relationships Leadership Customer Success 72

CustomerGauge

FEBRUARY 3, 2017

POS, Promoters & Perfect 10s On February 8th, CEO and co-founder of CustomerGauge, Adam Dorrell, will join Senior Manager of GUEST Services and Training for AREAS, Cary Self, to deliver a special webinar on customer experience in retail.

Webinar 78

Webinar Retail Multi-Channel Customer Experience 78

Experience Matters

OCTOBER 14, 2014

As part of Customer Experience Day , I interviewed Mercedes-Benz USA (MBUSA) CEO Steve Cannon on a CXPA.org webinar called Customer Experience from the C-Suite. One of the highlights of the webinar was when Cannon said that “ customer experience is the new marketing ” and is critical for fulfilling MBUSA’s brand promise, The Best or Nothing.

Webinar 111

Webinar Net Promoter Score Leadership B2B 111

ClientSuccess

OCTOBER 5, 2020

Understanding this potential – aka a customer’s long-term value – can help measure the ROI of a customer. Increasing ROI with better customer relationship management. Modern customer success is all about personalization and relationships, which is why customer relationship management is so important.

Customer Relationship Management 80

Customer Relationship Management ROI Customer Relationships Management 80