Webinars

Customer-Centric Culture

Building (and Sustaining) a
Customer-Centric Culture

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• Employee and Frontline Engagement Today (Sponsored by Medallia)
• CX Realities: How Computacenter Brought Employees Along On Their CX Journey (Sponsored by Confirmit)
• The Secret to CX Success: Four Tips for Inspiring Employee Engagement (Sponsored by Concentrix)
• GDPR and The Impact on Customer Experience (Sponsored by Verizon)
• EX to CX - Understanding the Impact in Times of Crisis (Sponsored by NICE Satmetrix)
• Evolution or Revolution? The Journey to CX Rock Stardom (Sponsored by Confirmit)
• What are Your Filthiest CX Habits? And How Can You Break Them? (Sponsored by Confirmit)
• Trust--The New CX Battleground (Sponsored by Confirmit)
• Emotional Intelligence: The Key to CX Culture Change (Sponsored by Concentrix)

Organizational Adoption & Accountability

Breaking Down the Silos –
and Keeping Them Down

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• 2020 Customer Journey Maturity Survey Results (Sponsored by Usermind)
• Building a CX Business Case for Your CFO (Sponsored by InMoment)
• Ask the Experts: Crisis Communications – Lessons Learned So Far (Sponsored by Quadient)
• 3 Reasons CX Programs Fail to Deliver Measurable Results (Sponsored by Topbox)
• Where Do We Go From Here? Taking Your CX Program Forward (Sponsored by Confirmit)
• CX Programs: Your Top 3 Questions (Sponsored by MaritzCX)
• Winning CX Buy-In: What’s Working? What’s Not? (Sponsored by Thematic)
• Forget Leadership--Middle Managers are your Path to CX Success  (Sponsored by Confirmit)
• Proving the ROI of CX: How Greyhound Used Customer Feedback to Get Buy-In and Increase NPS (Sponsored by Thematic)

VOC, Customer Insight & Understanding

The Current State of VoC,
and Where it’s Going

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• The Evolution of Customer Experience: Where Do We Go From Here? (Sponsored by Cisco)
• Digital Experience and the Importance of Customer Memory (Sponsored by Airkit)
• CX Healthcheck: How Fit Is Your Digital Experience Strategy? (Sponsored by Concentrix)
• Customer Self-Support and The Customer Experience (Sponsored by Vanilla Forums)
• Two Thumbs Up? The Truth About Social Media Feedback (Sponsored by Concentrix)
• Step Up Your Self-Service: 3 Tips to Keep Your CX Agile and Impactful (Sponsored by Zendesk)
• Partners In CX: How CX Leaders Can Team-Up with Contact Centers to Demonstrate the ROI of CX (Sponsored by Zendesk)
• Re-Thinking Digital Feedback Strategies for the New World (Sponsored by Concentrix)
• Shape Your CX Program to Success (Sponsored by Confirmit)
• Say Goodbye to Boring and Ineffective Surveys - WOW CX Management Hacks for the New Decade (Sponsored by OPINATOR)
• How Customer Interaction Technologies Support Optimal CX Response to Crises (Sponsored by CallMiner)
• Future-Proof Your VOC Program (Sponsored by Concentrix)
• The Future of Feedback: Adapting Customer Listening for Our Changing World (Sponsored by InMoment)
• Listen, Analyze, Act: How CVS Delivers Meaningful CX for Every Interaction, Every Day (Sponsored by Verint)
• Tips for Capturing Customer Feedback in a Mobile World (Sponsored by MaritzCX)
• Closing the Customer Feedback Loop: Avoid These Costly Missteps (Sponsored by Concentrix)

Experience Design & Improvement

Experience Design & Innovation

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• Design-Integration for Exceeding Customer Expectations (Sponsored by Limina)
• New Thinking for a New Normal and the Great Reset (Sponsored by Bond Brand Loyalty)
• The Reality of Mapping: Practical Advice on Getting Your Journeys Right (Sponsored by Quadient)
• So You've Finished Your Journey Map, Now What? (Sponsored by Usermind)
• Customer Experience Doesn't Only Happen Online (Sponsored by Quadient)
• Move From Delivering a Message to Building Interactions (Sponsored by Quadient)

Metrics, Measurement & ROI

Metrics, Measurement, & ROI

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• The Survey is Dead: A Survival Guide for CX (Sponsored by Confirmit)

Customer Experience Strategy

The Journey Towards CX Maturity

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• Boost Customer Retention and Growth in 2021 (Sponsored by Airkit)
• 5 Lessons for Maintaining an Award-Winning Customer Experience Through Hard Times with Hertz  (Sponsored by InMoment)
• Designing the Customer Experience for Success (Sponsored by Verint)
• Winning CX Strategies: Panel Chat with Erie Insurance & Pitney Bowes (Sponsored by Confirmit)
• CX is a 4 X 100 Relay - Success Lies in the Exchange Zone (Sponsored by Pacific Consulting Group)
• 3 Steps to Improving Customer Loyalty (Sponsored by Quadient)
• A Matter of Trust - Building Consumer Confidence in Data Sharing and New Technology (Sponsored by Verizon)