CRM Training and Webinars

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The Current State of AI & Bots in Customer Care

Join our panel of experts who will discuss the current state of AI and bots and where these technologies will be deployed or expanded in the coming year.

Sponsored by: UJET, Verint, Cognigy and 8x8

Coming December 07, 2022

The 3 Stages of Customer Experience Excellence: Lessons Learned from Innovators

Learn lessons from leading companies that are delivering customer experiences (CX) exceeding those of their peers by harnessing digital, self-service, and AI.

Sponsored by: NICE CXone

Coming December 14, 2022

MegaTrends in Customer Technologies - Predictions that you need to know in 2023

Every January we kick off the new year challenging our panel of experts to concisely predict what important trends will catch hold in the next 12 months.

Sponsored by: Verint and First Orion

Coming January 11, 2023

Digital-First Customer Service - The logical next step beyond self-service

Join our panel of experts who will explain how you can get there from wherever you are and prepare for the future with the decisions you make now.

Sponsored by: CRM

Coming January 18, 2023

The Conversational Contact Center: Integrating AI's Potential Now

Join our panel of experts, who will share their real-world knowledge and help you plan the evolution of your contact center and customer experience strategy.

Sponsored by: CRM

Coming February 01, 2023

Deep Personalization: Customer Data with a Purpose

Join our panel of experts and learn how deep personalization can leverage customer data for better customer experiences and intelligent marketing, sales, and service efficiencies.

Sponsored by: CRM

Coming February 15, 2023

How to Leverage AI for Integrated CX Strategy

If your organization needs help envisioning an integrated CX strategy powered by AI technologies, join our panel of experts on this webcast.

Sponsored by: SearchBlox

Coming March 01, 2023

Create a Better Contact Center Culture with Workforce Engagement Strategies and Technologies

Our panel of experts will explain how workforce engagement strategies that directly benefit agents, as well as the technologies that enable those engagements, can build a culture of customer service agents that contribute to better CX.

Sponsored by: CRM

Coming March 15, 2023

What's So Great About Proactive Customer Service?

Join our panel of experts and find out how this one key strategy can play an outsize role in bonding your happy, pleasantly surprised customers to your brand. 

Sponsored by: CRM

Coming April 12, 2023

Achieve Next-Level CX with Real-Time Customer Analytics

If you are interested in learning more about the outsized value of implementing a real-time analytics strategy across your organization, join our panel of experts as they discuss how to harness the power of this remarkable tool.

Sponsored by: CRM

Coming April 26, 2023

Contact Center as a Service: Simply Subscribe?

Join our panel of experts as they talk about their top recommendations for anyone thinking of moving to the cloud.

Sponsored by: CRM

Coming May 10, 2023

The Digital Transformation of Customer Experience

Join our panel of experts who will help you navigate your never-ending quest to deliver high-quality customer experiences.

Sponsored by: First Orion

Coming May 24, 2023

Total Experience: Experience Convergence

Join our panel of experts who will discuss the integration of customer and employee experiences into the broader and more strategic concept of total experience.

Sponsored by: CRM

Coming June 07, 2023

Speech Analytics: The Core Contact Center Technology

Join our panel of experts and get their recommendations for making speech analytics the core technology in your contact center.

Sponsored by: CRM

Coming June 21, 2023


Voice-of-the-Customer Programs Guide CX Improvement

Join our panel of experts and learn how to incorporate a voice of the customer program into your organization to align your company with the experiences you aspire to deliver.

Sponsored by: Verint and Concentrix

Original Broadcast Date: Nov. 30, 2022

How to Deliver Exceptional Customer Experiences

This roundtable webcast will help you clarify the best practices that other successful companies have used to move from delivering adequate customer experiences to delivering exceptional experiences that ensure their competitive edge.

Sponsored by: CSG, Aircall, UJET and Kustomer

Original Broadcast Date: Nov. 16, 2022

2022 Contact Center Innovations: Successful Case Study Snapshots

If you are looking to encourage executive buy-in for your strategic contact center transformation, this roundtable webcast will highlight real-world results to help you build a strong business case of your own.

Sponsored by: UJET, and 8x8

Original Broadcast Date: Nov. 02, 2022

Identity Verification in a Scary World

Join our panel of experts as they discuss the range of customer authentication and identity verification technologies that help keep customers and institutions safe from fraud.

Sponsored by: UJET and Neustar

Original Broadcast Date: Oct. 26, 2022

Work Smarter, Not Harder. Empower Teams To Create Effortless Customer Experiences and Increase Loyalty

You'll hear ServiceNow real customer stories and how a single system of action can help solve issues quickly, proactively, and with full transparency, while assuring:

Sponsored by: ServiceNow

Original Broadcast Date: Oct. 19, 2022

Happier Agents Create Happier Customers

Join our panel of experts on this roundtable webcast and learn how to create a better working environment for employees and agents by providing them with the tools and support they need to serve customers.

Sponsored by: NICE CXone, Verint and Aircall

Original Broadcast Date: Oct. 12, 2022

Using AI to Unlock Customer Data Insights and Deliver Better Experiences

Learn how your business can meet - or exceed - today's expectations by leveraging AI-driven technology that measures customer sentiment across all interactions and helps improve agent behaviors, resulting in increased customer satisfaction.

Sponsored by: NICE

Original Broadcast Date: Oct. 05, 2022

Best Practices Of Migrating Large Contact Centers To The Cloud

Moving your contact center to the cloud offers many benefits, from cost savings and greater flexibility to increased scalability. But when it comes to enterprise-grade organizations, the migration to the cloud is more challenging.

Sponsored by: NICE

Original Broadcast Date: Sep. 21, 2022

Customer Journey Analytics: Actionable Insights That Drive Revenue Growth

Join our panel of experts who will share their wealth of experience across many market segments to help your organization benefit from customer journey analytics to keep your customers on track and coming back.

Sponsored by: CSG and UJET

Original Broadcast Date: Sep. 14, 2022

Seamless and Secure CX: Unlocking the new secret to customer loyalty

Kevin Martin from USAA joins Nuance and Microsoft to discuss the link between military fraud prevention and customer experience.

Sponsored by: Nuance

Original Broadcast Date: Sep. 07, 2022

Welcome to the Customer Experience Center!

Join our panel of experts, all with years of successful implementations in the contact center space, while discussing the technology and processes that contact centers can take to reimagine their role as the face and accountable influencers of customer experience for their organizations.

Sponsored by: UJET, NICE CXone and 8x8

Original Broadcast Date: Aug. 31, 2022

End-to-End Customer Experience means Customer Service End-to-End

Companies know they're competing on experience, not products, and providing an excellent experience goes beyond being able to receive interactions over various communication channels.

Sponsored by: ServiceNow

Original Broadcast Date: Aug. 24, 2022

Making the Most with the Reps You Have: Improving Sales Effectiveness through Better Coaching and Enablement

In this webinar, Gryphon's sales and enablement leaders will talk about the tactical approach that leaders can take to reduce the effort spent coaching and significantly impact their team's success.

Sponsored by: Gryphon

Original Broadcast Date: Aug. 17, 2022

"Saying" vs "Doing" When It Comes to Valuing Your Employees

Learn some best practices and consider initiating a strategy to start making your employees feel they matter and help develop a lasting career.

Sponsored by: NICE CXone

Original Broadcast Date: Jul. 20, 2022

Digital Transformation of the Contact Center

Join our experienced panel of experts and learn the issues you should consider as you transform your contact center into the eyes, ears, and customer data insights your organization requires to provide value to customers, employees, and shareholders.

Sponsored by: Verint, Aircall and SearchBlox

Original Broadcast Date: Jul. 13, 2022

Data Quality Challenges for a Data-Driven Decade

Join our panel of data quality experts as they provide best practices for master data management and learn how to organize and clean your data.

Sponsored by: Reltio and Tamr

Original Broadcast Date: Jun. 15, 2022

How To Manage and Build Your Data Privacy Strategy

2022 is yet another hectic year for data privacy in Contact Centers. Do we hold as little customer information as possible? Do our agents know how to deal with data privacy?

Sponsored by: NICE

Original Broadcast Date: Jun. 08, 2022

Speech Analytics in the Contact Center

Join us on this always-popular roundtable and listen to the recommendations from our panel of experts who have scores of successful implementations to inform their presentations.

Sponsored by:, UJET, Talkdesk and Verint

Original Broadcast Date: Jun. 01, 2022

Conversational AI: The Promise of Intelligent Customer Support

Join our panel of experts and find out why your organization should be incorporating conversational AI into plans for digital transformation and customer experience excellence.

Sponsored by:, UJET and Concentrix

Original Broadcast Date: May. 25, 2022

Customer and Employee Experience - New Research You Need to Know

Join us to learn how you can amp up your employee and customer experiences by making your contact center more productive, more secure, and easier to operate.

Sponsored by: Edify and Google Chrome Enterprise

Original Broadcast Date: May. 18, 2022

Creating an Omnichannel Strategy for Seamless Customer Journeys

Join us on this always-informative webcast and learn from our panel of experts how to create seamless omnichannel experiences that increase customer loyalty and sales.

Sponsored by: CSG, NICE CXone, Verint and Optimizely

Original Broadcast Date: May. 11, 2022

Uncovering the Top Agent Experience Trends of 2022

High agent attrition has always imposed significant costs on contact center operations. Join us for this informative webinar on May 4 and we'll send you a free copy of our 2022 Agent Experience Trends Report.

Sponsored by: RingCentral

Original Broadcast Date: May. 04, 2022

Knowledge Hub: The Missing Ingredient in Digital CX and EX Transformation

When the pandemic hit, many organizations rushed to add digital channels for customer engagement. However, the more touchpoints they added, the more their CSAT dove, stymieing their digital transformation initiatives.

Sponsored by: eGain

Original Broadcast Date: Apr. 28, 2022

Applications of Artificial Intelligence in the Modern Support Ecosystem

Join Viviana Bertinetto, Chief Customer Officer of Language I/O, to learn how AI can empower your customer service team to provide world class customer support.

Sponsored by: Language I/O

Original Broadcast Date: Apr. 27, 2022

How To Improve Your (Remote) Agent Onboarding and Training

To reduce costly attrition and improve growth-promoting customer satisfaction, it's critical to deliver exceptional agent onboarding and training as effective means to build agent proficiency and career satisfaction.

Sponsored by: NICE CXone

Original Broadcast Date: Apr. 20, 2022

Contact Center Analytics: Actionable Intelligence At the Point of Service

Join our panel of experts, listen in on this important webcast, and learn how your organization can stay on target with powerful contact center analytics to provide excellent customer journeys.

Sponsored by: UJET and Kustomer

Original Broadcast Date: Apr. 06, 2022

AI-Powered Self-Service: The Next Step in Empowering Your Customers

Join our panel of experts and learn which AI-powered self-service options are available and how you should plan to incorporate these powerful technologies into your tech stacks and strategic plans.

Sponsored by: Khoros, Cognigy, NICE CXone and Verint

Original Broadcast Date: Mar. 30, 2022

The Power of Personalization in Customer Experience

Join our panel of experts and learn how your organization can achieve deep personalization that drives superior customer experiences from all the customer-facing departments in your company.

Sponsored by: Zendesk, UJET and Optimizely

Original Broadcast Date: Mar. 02, 2022

Customer Journey Management for Maximum Customer Engagement

Join our panel of experts as they present their experience-based recommendations for managing the customer journey process, moving prospects successfully though each phase of the sales funnel, and retaining them as customers for life.

Sponsored by: CSG, Service Journey Strategies, Thunderhead, Ambit and SugarCRM

Original Broadcast Date: Feb. 23, 2022

Contact Center as a Service (CCaaS): Why Now Is the Time

Join us on this roundtable webcast and learn from our experts which specific issues you should consider as you evaluate on-premises versus cloud solutions.

Sponsored by: Khoros and Conduent

Original Broadcast Date: Feb. 02, 2022

One Size Does Not Fit All: 3 Ways to Identify the right CX Solution for your business

Not every CRM is built for every organization. In this webinar you will hear from leaders at Five9 and Zendesk as they teach you three methods to help you on this endeavor.

Sponsored by: Zendesk and Five9

Original Broadcast Date: Jan. 19, 2022

Megatrends in Customer Technology: Expert Predictions for 2022 and Beyond

In this roundtable webcast, we will ask our panel of industry luminaries to peer into the future and share their predictions for which trends will yield the most significant opportunities or challenges in the near and long term.

Sponsored by: NICE, Calabrio, eGain and

Original Broadcast Date: Jan. 12, 2022

C Level Leadership: Who Owns Customer Experience?

Join us on this unique webcast topic and learn how organizations balance the decision-making process between C-Level Service, Marketing, Sales, and IT leadership.

Sponsored by: Calabrio and Optimizely

Original Broadcast Date: Dec. 15, 2021

How To Deliver Hyper-Personalized Service To a Complete Stranger

A customer journey often starts with people we know very little about. How then is it possible to deliver personalization at the start of a customer journey?

Sponsored by: NICE CXone

Original Broadcast Date: Dec. 14, 2021