CRM Training and Webinars

FREE live Web event produced by and CRM Magazine. You could win an Amazon gift card just by registering and attending a live destinationCRM event.


Linking Employee & Customer Experience: Workforce Engagement Management

Join our panel of experts and learn from their recommendations and experiences

Sponsored by: NICE and Calabrio

Coming October 27, 2021

2021 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: NICE, Calabrio and UJET

Coming November 03, 2021

An Imperative: Deliver Great End-To-End Customer Experiences

Register now for our upcoming webinar. You'll learn how to improve your organization's CX operations and responses.

Sponsored by: ServiceNow

Coming November 10, 2021

Personalization Done Right: Using Data and Technology to Strengthen Customer Relationships

Learn how to deliver relevant personal experiences from our panel of experts.

Sponsored by: NICE, Verint, First Orion and Optimizely

Coming November 17, 2021

Customer Service in a Smartphone World

If you are grappling with how to make the transition to a mobile-first customer strategy, join our panel of experts and learn how to take full advantage of the device in everyone's hands.

Sponsored by: UJET and First Orion

Coming December 01, 2021

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

Coming December 15, 2021

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

Coming January 12, 2022

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: CRM

Coming January 26, 2022

Contact Center as a Service (CaaS): 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: CRM

Coming February 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: CRM

Coming February 16, 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: CRM

Coming March 02, 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: CRM

Coming March 30, 2022


Exceeding your Contact Center KPI's with NICE's Employee Virtual Attendant (NEVA)

Join us for a discussion on the importance of a well-rounded view on Automation benefits and why NICE NEVA can be such a transformational tool in your contact centre.

Sponsored by: NICE

Original Broadcast Date: Oct. 20, 2021

Conversational AI: The Future of Customer Service?

Join our panel of experts and find out what is possible with conversational AI today and how this technology will be used to transform customer service.

Sponsored by: Verint,, Creative Virtual and

Original Broadcast Date: Oct. 13, 2021

The Secret Behind Successful Digital Transformation of Customer Engagement

Learn more about the what, why and how of knowledge hubs for successful digital transformation of customer engagement at this webinar.

Sponsored by: eGain

Original Broadcast Date: Oct. 06, 2021

2021 Customers Demand a Strong Self-Service Strategy

Join our panel of experts and learn what you can do to satisfy your customers by catering to their preferences—and save yourself some money in the process.

Sponsored by: Kustomer and Yext

Original Broadcast Date: Sep. 22, 2021

Creating a Customer-First Organization: Technology & People

Join our panel of experts and find out how your company can benefit from putting customers at the center of all your decision making.

Sponsored by: NICE CXone, UJET and First Orion

Original Broadcast Date: Sep. 15, 2021

Leveraging AI in Customer Service: New Skills Your Team Needs to Deliver a Better Customer Experience

In this webinar, you'll have the chance to assess your customer service team's skills and discover new skills that are now needed to deliver an outstanding customer experience in the digital age.

Sponsored by: Esker

Original Broadcast Date: Sep. 08, 2021

Designing a Customer Engagement Center

Join our expert panel and find out how to design a customer engagement center to maximize business outcomes and intelligently leverage the new crop of AI-assisted solutions, which will only increase in the next decade.

Sponsored by: Calabrio, Upstream Works, and Freshworks

Original Broadcast Date: Sep. 01, 2021

Customer Experience Management for Driving B2C Growth

If your company is considering a CEM strategy to propel future growth, plan on attending this roundtable webcast. Our panel of experts will outline the benefits of CEM and the results achieved with well-planned implementations.

Sponsored by: Verint, NICE CXone, UJET and CSG

Original Broadcast Date: Aug. 25, 2021

Getting <3 to <3: Expressing Empathy in a Digital World

Join us as we explore how organizations are navigating these challenges and discuss real-life examples of how CXone customers across industries are designing digital strategies.

Sponsored by: NICE CXone

Original Broadcast Date: Aug. 04, 2021

Master Data Management - A single view of the truth

Join this educational roundtable webcast and learn from our panel of experts how to create a master data management system, best practices, and the benefits that will accrue in the decade to come.

Sponsored by: Calabrio, Validity, and Dun & Bradstreet

Original Broadcast Date: Jul. 28, 2021

Move the CX Needle: Adopt a Proactive Support Strategy

This webinar will explore how ServiceNow uses AI to both predict and prevent issues as well as shorten case management times.

Sponsored by: ServiceNow

Original Broadcast Date: Jul. 21, 2021

Transformational CX - Designing experiences that wow customers

Join our panel of customer experience experts and find out how you can help transform your organization's CX efforts in a way that wows customers and delivers tangible results.

Sponsored by: NICE, Calabrio, Vonage and Upstream Works

Original Broadcast Date: Jul. 14, 2021

Sales & Marketing Tools That Drive B2B Quota Achievement

This roundtable webcast will offer practical tips for filling your sales pipeline, targeting high-probability opportunities, and shortening sales cycles.

Sponsored by: Validity, Quickbase, PandaDoc and Freshworks

Original Broadcast Date: Jun. 30, 2021

AI Pop Culture Gameshow

Don't miss out — this is not your typical webinar! Become a contestant in this fun-filled interactive session that'll demystify how AI works in the contact center with help from some iconic examples of AI.

Sponsored by: NICE CXone

Original Broadcast Date: Jun. 23, 2021

STIR/SHAKEN Is Coming - Are You Prepared?

By June 30, 2021, carriers are required to meet regulatory mandates to deploy STIR/SHAKEN call authentication technologies. These authentication technologies provide a secure way to stop illegal caller ID spoofing.

Sponsored by: Neustar

Original Broadcast Date: Jun. 09, 2021

Why Doesn't Your Voice Virtual Agent Understand What You Say?

Join us for a crash course on speech technology and the very latest on capture accuracy so you can understand the difference between speech rec on your phone versus the speech rec for contact centers and why that matters.

Sponsored by: SmartAction

Original Broadcast Date: May. 19, 2021

Virtual Contact Centers: Lessons Learned in Uncertain Times

Join us on this educational roundtable webcast and find out how your organization can benefit by moving your contact center into the cloud.

Sponsored by: Calabrio, Zendesk, and

Original Broadcast Date: May. 05, 2021

Why CX Programs Struggle to Demonstrate Results

Join us for a frank discussion about data siloes, survey fatigue, and how to create a unified view of your customers to drive better collaboration internally and deliver on the promise of customer data.

Sponsored by: Khoros

Original Broadcast Date: Apr. 28, 2021

Voice-of-the-Customer Strategies and Tactics for Better Customer Insights

Join our panel of industry experts and learn how your organization can gather useful feedback from customers to keep your brand or offerings in line with your customers' needs and desires.

Sponsored by: Kitewheel, Calabrio, Verint and Confirmit

Original Broadcast Date: Apr. 21, 2021

Support your Work-from-Home Agents with the Tools They Need to be Successful

Learn how NICE Enlighten with smart AI-based analytics increases Customer Satisfaction and Employee Satisfaction both in real-time and post-interaction while providing clear, focused insights to deliver an immediate impact on your business.

Sponsored by: NICE Nexidia

Original Broadcast Date: Apr. 14, 2021

Workforce Optimization for More Productive Agents and Satisfied Customers.

Join this roundtable webcast and learn how WFO solutions enable contact centers to run efficiently and increase customer satisfaction.

Sponsored by: Calabrio, Zendesk, CallMiner and CallTrackingMetrics

Original Broadcast Date: Apr. 07, 2021

Who's Calling? Risk, Customer Experience, and Identity Authentication

Join us on this roundtable webcast and learn how identity authentication tools and best practices can help your organization better protect your customers.

Sponsored by: Neustar

Original Broadcast Date: Mar. 31, 2021

The Omnichannel Support Imperative

If your company struggles to unify data across channels, learn what our panel of experts recommends to present a clear, consistent omnichannel support strategy.

Sponsored by: Edify, Zendesk, UJET and Talkdesk

Original Broadcast Date: Mar. 24, 2021

State of Self-Service in 2021

Join this webinar to hear the very latest on how different industries are going deeper into self-service for call types and chats that have never been automated before and understand how new capabilities can apply to your business.

Sponsored by: SmartAction

Original Broadcast Date: Mar. 17, 2021

Smart IVRs for Exceptional Service

To find out the latest advances in IVR technology and how they can help your business serve customers quickly and accurately, join us on this roundtable webcast.

Sponsored by: eGain and UJET

Original Broadcast Date: Mar. 10, 2021

Leveraging Digital Channels to Rebuild Customer Engagement Strategies

Join us as we discuss the value of digital real estate in today's new world.

Sponsored by: Moxtra

Original Broadcast Date: Feb. 17, 2021

Supercharging Your Contact Center With Artificial Intelligence

Learn what other companies have done to transform their contact centers with AI, as well as the rewards they've reaped from their efforts.

Sponsored by: Calabrio and Verint

Original Broadcast Date: Feb. 10, 2021

Customer Journey Analytics to Improve CX at Scale

Learn from our panel of experts how customer journey analytics can help your company understand and transform your own journeys, keeping them firmly on target with continuous improvements across customer satisfaction, financial, and strategic metrics.

Sponsored by: Calabrio, Kitewheel, Zendesk and Thunderhead

Original Broadcast Date: Jan. 27, 2021

Megatrends in Customer Experience: Near-Term Adjustments and Long-Term Structural Changes

Find out what our panel of experts predicts will be the key trends of 2021, and what changes they think will live on after the current crisis subsides.

Sponsored by: Edify, Verint, Customertimes and eGain

Original Broadcast Date: Jan. 20, 2021

Using Agile Service Models To Manage the Contact Center Rollercoaster

With the right customer experience strategy and service tools, you don't have to "expect the unexpected" — because you're ready for it whenever it arrives.

Sponsored by: NICE InContact

Original Broadcast Date: Jan. 13, 2021

CRM: It's a Journey, not an Event

Hear from industry experts from Sharp, Customertimes and Salesforce how to design your Salesforce initiative for success by reducing time to value, remaining agile, and establishing a continuous improvement process.

Sponsored by: Customertimes, Sharp and Salesforce

Original Broadcast Date: Dec. 16, 2020

How Aveanna Healthcare moved to the cloud to enable Work from Home for 300 agents in 48 hours

Learn how Aveanna Healthcare was able to adapt their processes and operations for the long-term

Sponsored by: RingCentral

Original Broadcast Date: Dec. 09, 2020

2021 Contact Center Innovations: A Preview

Join us on this wide-ranging roundtable topic and find out what our panel of experts consider the biggest innovations to hit the contact center this year—and what they see coming down the pike.

Sponsored by: NICE, Verint, Calabrio and UJET

Original Broadcast Date: Dec. 02, 2020

Customer Support Transformation

Join us on this roundtable webcast and learn from our panel of experts how to execute a cost-effective customer service strategy while simultaneously increasing revenue through stronger customer loyalty and advocacy.

Sponsored by: NICE Nexidia, Nuance, and Zendesk

Original Broadcast Date: Nov. 18, 2020

Lessons Learned from 100 Conversational AI Implementations

Hear real-world examples from leading companies and get a peek into the bleeding-edge of AI for CX.

Sponsored by: SmartAction

Original Broadcast Date: Nov. 11, 2020

Customer Authentication, Identity Resolution, and Voice Biometrics

Join us on this first-ever roundtable webcast topic and find out how to streamline your authentication process for better marketing, customer experience, and security.

Sponsored by: NICE, Neustar and Infutor

Original Broadcast Date: Nov. 04, 2020

Intent Data For Sales and Marketing: Accelerating the Buyer's Journey With Personalized Experiences

Intent data captures the online activity of your target accounts, so you can identify which stage of the buyer's journey they are in, prioritize your efforts and drive engagement through contextual conversations.

Sponsored by: Dun & Bradstreet

Original Broadcast Date: Oct. 28, 2020