CRM Training and Webinars

FREE live Web event produced by destinationCRM.com and CRM Magazine. You could win an AmEx gift card by registering AND attending the live event.

Congratulations to the winner for November, Michael Alexander!

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Upcoming

CRM Megatrends to Watch in 2020: A Preview of Forces Driving Customer Technologies

Our megatrends roundtable is always interesting and enlightening. Make sure to register!

Sponsored by: NICE Nexidia, Nuance, Edify and Calabrio

Coming January 22, 2020

Data Quality: The Key Ingredient in a Data Driven Customer Strategy

How to cope with these data quality issues? Join us and learn the best practices you will need to address the constantly demanding nature of maintaining high-quality databases.

Sponsored by: CRM

Coming January 29, 2020

Chatbots for Customer Engagement: Why They Fail and Best Practices for Success

Register for this upcoming webinar with Destination CRM, featuring eGain, to learn about best practices and at-scale success stories.

Sponsored by: eGain

Coming February 05, 2020

Customer Journey Analytics: Delivering the Best Possible Customer Experiences

Join us on this revealing roundtable and learn from our panel of experts how to use customer journey analytics to uncover issues and constantly refine your journey maps, enabling you to become more efficient while gaining valuable insights into your customers and their relationship with you.

Sponsored by: NICE, Kitewheel and Calabrio

Coming February 26, 2020

Is Voice-First Technology a Must-Have in 2020 and Beyond?

Join our expert panelists as they discuss the current state of voice-first strategies now, and peer into the not-too-distant future to see how voice-first technology will change the way consumers interact with computers.

Sponsored by: CRM

Coming March 04, 2020

AI and the Contact Center: What You Need to Know

Join this educational webcast and learn how AI technologies will help your organization improve customer service, predict customer needs and behavior, and increase operational efficiencies.

Sponsored by: Nuance

Coming March 11, 2020

Smarketing: The Integration of Sales and Marketing

Join us and find out how the concept of smarketing can help your company adjust to this new type of customer, one who is better educated and not reliant on salespeople for information to create a short list of possible vendors.

Sponsored by: CRM

Coming March 25, 2020

Voice-of-the-Customer Programs for Better Customer Experiences

Join our panel of experts and find out how VoC programs can help your company.

Sponsored by: CRM

Coming April 08, 2020

Business Intelligence and Customer Analytics: Uncovering Hidden Value

Join us for this important discussion and learn how you can initiate or expand your BI and customer analytics initiatives.

Sponsored by: NICE

Coming April 22, 2020

Cognitive Customer Service and Support

Join us on this webcast and learn how to plan for cognitive customer service and support.

Sponsored by: CRM

Coming May 06, 2020

Creating a Customer Engagement Center

If your contact center isn’t serving your customers or adding value to your organization, listen to our panel of experts and learn how to hone your competitive edge by transitioning to a customer engagement center.

Sponsored by: CRM

Coming May 20, 2020

Why Is Customer Experience So Darn Important? (And How to Improve Your CX Efforts)

Join us on this illuminating webcast and learn from the top experts in the field what to focus on to achieve these compelling results, and how to make your business case to management.

Sponsored by: NICE and Kitewheel

Coming June 03, 2020

Customer Service and Conversational AI in the "Always-On" Era

Learn how this technology can help your customer service agents better meet customer needs.

Sponsored by: Speech Technology Magazine

Coming June 16, 2020

Smart IVRs for Better Customer Experiences

Join our expert roundtable and learn how the twin goals of reduced costs for the voice channel and delivery of optimal customer experiences can be accomplished.

Sponsored by: Nuance

Coming June 17, 2020

Mobile-First Customer Care: Many Channels, One Device

Join this webcast and learn what it means to have a mobile-first mindset when it comes to customer care that corresponds to the way customers actually use their mobile devices.

Sponsored by: CRM

Coming July 15, 2020

AI Based Speech Analytics for Actionable Insights

Tune in to this webcast and learn from our panel of experts why you should invest in AI-based speech analytics and what you can expect from these remarkable contact center technologies.

Sponsored by: NICE

Coming July 29, 2020

How Do You Measure Customer Experience?

Learn from our panel of experts what to consider as you decide the best way to measure your CX initiatives and make continual adjustments over time.

Sponsored by: NICE

Coming August 12, 2020

Customer Data Platforms: Creating a Unified View of the Customer

Join us on this roundtable webcast and learn how customer data platforms can help your organization create a unified view of your customers in a way that was all but impossible just a few years ago.

Sponsored by: CRM

Coming August 26, 2020

Cloud Contact Center Solutions

Join us on this special roundtable webcast and learn best practices for customer communications management.

Sponsored by: NICE

Coming September 16, 2020

Self-Service for Higher Customer Satisfaction

Join our panel of experts and find out what options are available to deliver world-class self-service that will improve your customer experience, cut costs, and insulate your customer care team from mundane repetitive tasks, allowing them to concentrate on higher-level issues.

Sponsored by: NICE

Coming September 30, 2020

Creating a Great Omnichannel Experience Equals Great Customer Experiences

Join us on this webcast and find out how to create a great omnichannel experience that will ultimately improve the experiences of all your customers.

Sponsored by: CRM

Coming October 07, 2020

Conversational AI: Real-World Use Cases in Customer Service

Join this webcast and find out which types of real-world use cases are showing the most promise and the best return on investment, and where to begin for quick wins.

Sponsored by: CRM

Coming October 21, 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

Coming November 04, 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 and Nuance

Coming November 18, 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

Coming December 02, 2020

Customer Communications Management: The Key to Consistent Communications

Join us on this special roundtable webcast and learn best practices for customer communications management.

Sponsored by: CRM

Coming December 16, 2020

Archived

Superior Decision Making with Customer Analytics

Join our panel of experts from NICE Nexidia, Callminer, and Zendesk and find out how you can leverage customer analytics solutions to make better-informed decisions.

Sponsored by: NICE, CallMiner and Zendesk

Original Broadcast Date: Dec. 04, 2019

Using Conversational AI to Help You Scale up for Spikes in Demand

This webinar will feature demos and use cases from founder and managing director of FourteenIP, which delivers voice and data solutions for hundreds of hotel chains that include Marriott, Hilton, Hyatt, Four Seasons and Soho House.

Sponsored by: Inference

Original Broadcast Date: Nov. 20, 2019

AI-Assisted Sales in the B2B Marketplace

Join our panel of experts and find out how AI-assisted sales tools can help your team target the deals most likely to close and improve win rates.

Sponsored by: Dun & Bradstreet; Aviso

Original Broadcast Date: Nov. 13, 2019

2019 Contact Center Innovations

Join our panel of experts as they uncover which trends firmly took hold in 2019 and which trends are poised to play a bigger role in 2020.

Sponsored by: NICE, Verint, Gridspace and Interactions

Original Broadcast Date: Nov. 06, 2019

Targeting and Engaging Untapped Demand in Key Accounts: 3 Data-Driven Approaches to Account Based Marketing

Join us for a discussion about data-driven approaches that can help you identify and capture untapped demand.

Sponsored by: Dun and Bradstreet

Original Broadcast Date: Oct. 30, 2019

The State of Self-Service Customer Support in 2019

Join our panel of experts who will discuss the top self-service trends driving customer support in the age of connected, mobile customers with very high expectations.

Sponsored by: Teleopti, A Calabrio Company; SmartAction; Verint; Directly

Original Broadcast Date: Oct. 23, 2019

Creating Efficient Customer Journeys

Join our panel of experts and learn how to create efficient customer journeys even for the most complex situations.

Sponsored by: NICE and Neustar

Original Broadcast Date: Oct. 09, 2019

The IVR in the New Age of Voice

Join our panel of experts and learn why IVRs are poised to become your customers' favorite channel

Sponsored by: NICE, Concentrix, Gridspace and Talkdesk

Original Broadcast Date: Sep. 25, 2019

Drive Personalized Customer Engagement in Real-time through Social Media

In this webinar, we will share actionable insights regarding how you can enhance your digital presence across social media, closely aligned with marketing, sales, and customer service.

Sponsored by: Nagarro

Original Broadcast Date: Sep. 18, 2019

Customer Support Transformation: The Leading Trends in Customer Support and Engagement

Join our panel of experts and find out how you can gain insights into creating better customer engagement between brands and customers.

Sponsored by: UJET and Edify

Original Broadcast Date: Sep. 11, 2019

4 Contact Center Transformation Pitfalls (and How to Avoid Them)

The pace of change in the world of customer engagement is not showing any signs of slowing down, nor is the market getting any more forgiving: customers continue to challenge companies to give them experiences that make their lives easier.

Sponsored by: Nuance

Original Broadcast Date: Aug. 14, 2019

Conversational AI for Better Customer Experiences

Join our panel of experts and find out how you can leverage these new technologies to build better experiences for your customers.

Sponsored by: NICE InContact, Concentrix and CallMiner

Original Broadcast Date: Aug. 07, 2019

AI-Powered Speech Analytics: Use Cases In the Contact Center

Join us on this roundtable webcast focusing on the practical application of artificial intelligence-powered speech analytics for driving better customer experiences and a competitive advantage.

Sponsored by: Gridspace, NICE Nexidia, and CallMiner

Original Broadcast Date: Jul. 31, 2019

Smart Customer Service

Join our panel of experts and find out how smart technologies like artificial intelligence and machine learning and the newly envisioned customer engagement center promise to be the model of customer support for the foreseeable future.

Sponsored by: Neustar and Attivio

Original Broadcast Date: Jul. 17, 2019

From Experience to Loyalty: Shifting Your Customer Mindset Matters

Experiences represent a moment in time. Loyalty is enduring. Loyalty is also voluntary. Organizations that recognize the power of loyal customers see customer service as a strategic asset, not a cost center.

Sponsored by: ServiceNow

Original Broadcast Date: Jul. 10, 2019

Digital Transformation: From Call Centers to Customer Engagement Centers

Join our panel of experts and find out how smart technologies like artificial intelligence and machine learning and the newly envisioned customer engagement center promises to be the model of customer support and communications for the foreseeable future.

Sponsored by: Genesys, UJET and Gridspace

Original Broadcast Date: Jun. 05, 2019

The State of AI in Marketing

Join this webinar as Genesys experts cut through the buzzwords to find how Genesys AI powered solution is challenging the status quo and putting emphasis on the intersection of AI and the human touch to increase website conversions.

Sponsored by: Genesys

Original Broadcast Date: May. 30, 2019

Data Quality: Critical Component for CRM Success

If managing data use to be considered extremely difficult, it's reached a whole different level with all of the many data sources available, structured and unstructured, that are available today. Join our panel of experts and see what's right for your company.

Sponsored by: ZoomInfo, Validity and Openprise

Original Broadcast Date: May. 22, 2019

Turn Your Call Center into an Intelligent Contact Center

Today's customers are more demanding than ever. They want to communicate with you anytime, anywhere, and over the channel of their choice.

Sponsored by: Five9

Original Broadcast Date: May. 01, 2019

Measuring CX with Voice of the Customer and Journey Analytics

Join us on this webcast and find out to keep your CX on track!

Sponsored by: UJET, Medallia and Confirmit

Original Broadcast Date: Apr. 24, 2019

CRM Best Practices Playbook: Winning Secrets from Data Quality Champions

High-quality CRM data isn't just a business asset. It's key to gaining a competitive advantage.

Sponsored by: Validity

Original Broadcast Date: Apr. 17, 2019

Making Contact Center Agents Successful in the Digital Era

Register for the upcoming eGain-CRM Magazine webinar to learn about today's state of agent experience (AX), root-causes of AX malaise, and the tools and best practices for success.

Sponsored by: eGain

Original Broadcast Date: Mar. 20, 2019

AI and the Contact Center: Radical revolution or methodical evolution?

Register for this round table webcast and learn how to start developing a long-term, cross-organizational AI road map, no matter what corner of the organization you are in.

Sponsored by: Talkdesk, Concentrix and Verint

Original Broadcast Date: Mar. 13, 2019

Every Moment Matters: The Rise of Omni-Digital Customer Engagement

Consumers today expect to be able to interact with companies whenever and however they choose.

Sponsored by: RingCentral

Original Broadcast Date: Mar. 06, 2019

Customer Experience Transformation in 2019

Join our panel of experts on this educational webcast and find out how your company can best transform their CX initiatives.

Sponsored by: Zendesk, Genesys and NICE InContact

Original Broadcast Date: Feb. 13, 2019

Real-Time Analytics for better Customer Experiences and more Loyal Customers

If your organization is curious to see how real-time analytics can advance your CX goals, you should attend this webcast.

Sponsored by: RedPoint and Nuance

Original Broadcast Date: Jan. 30, 2019

CRM Megatrends to Watch in 2019: Predictions from the Top Leaders Driving Change

Join our panel of experts and find out what to look for in 2019!

Sponsored by: eGain, NICE and X2CRM

Original Broadcast Date: Jan. 23, 2019

CX in 2019: The Necessity for Humanized Customer Engagement

We'd like to invite you to join ServiceNow and their guest, Paul Greenberg, President of The 56 Group. Paul will provide practical guidance on how to create more satisfied customers and establish lasting positive impressions.

Sponsored by: ServiceNow

Original Broadcast Date: Jan. 16, 2019

Designing the Blueprint for Data-Driven Customer Experiences

How can marketers automate and deliver real-time interactions in the age of the empowered consumer? The name of the game is connected data.

Sponsored by: RedPoint Global

Original Broadcast Date: Jan. 09, 2019