Consumers today expect to be able to interact with companies whenever and however they choose.
Sponsored by: RingCentral
Coming March 06, 2019
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
Coming March 13, 2019
If you can help our readers recognize, segment, personalize, and influence their customer bases and prospect pools with data-driven insights, then join us for this first-ever installment in our Best Practices Series.
Sponsored by: Redpoint Global
Coming March 27, 2019
Join our panel of experts who will offer guidance in the brave new world of knowledge management in an era of artificial intelligence and machine learning.
Sponsored by: CRM
Coming April 10, 2019
Join us on this webcast and find out to keep your CX on track!
Sponsored by: UJET
Coming April 24, 2019
If marketing efficiently and effectively is important to you, join us on this webcast with our panel of experts!
Sponsored by: Genesys
Coming May 08, 2019
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
Coming May 22, 2019
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 and UJET
Coming June 05, 2019
If you are planning to get the most from your investment and leverage your value, join us in the ever popular webcast and find out how other companies have gotten the most out of the Salesforce ecosystem.
Sponsored by: CRM
Coming June 19, 2019
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: CRM
Coming July 17, 2019
Join our panel of experts and find out how customer relationship marketing can help your company or brand create long-term customers at every step of their journey.
Sponsored by: CRM
Coming July 31, 2019
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
Coming August 07, 2019
Join our panel of experts and find out how you can leverage workforce optimization to better manage your contact center.
Sponsored by: CRM
Coming August 21, 2019
Join our panel of experts and find out how you can gain insights into creating better customer engagement between brands and customers.
Sponsored by: CRM
Coming September 11, 2019
Join our panel of experts and learn why IVRs are poised to become your customers' favorite channel
Sponsored by: NICE
Coming September 25, 2019
Join our panel of experts and learn how to create efficient customer journeys even for the most complex situations.
Sponsored by: NICE
Coming October 09, 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: CRM
Coming October 23, 2019
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
Coming November 06, 2019
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: CRM
Coming November 13, 2019
Join our panel of experts and find out how you can leverage customer analytics solutions to make better-informed decisions.
Sponsored by: NICE
Coming December 04, 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
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
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
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
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
Join us on this roundtable webinar and learn how proactive customer care can differentiate your organization.
Sponsored by: Call Tracking Metrics, Customer Portfolios and NICE Nexidia
Original Broadcast Date: Dec. 05, 2018
A Sales Enablement program can be the key to higher win rates and greater productivity. However, all effective Sales Enablement programs have a lot of moving pieces. To achieve a sustainable and successful program, all of the pieces must be working in harmony.
Sponsored by: Bigtincan
Original Broadcast Date: Nov. 28, 2018
Join us on this roundtable webinar and learn how Voice of the Customer programs can be used to improve service, satisfaction, and loyalty.
Sponsored by: Intouch Insight and NICE inContact
Original Broadcast Date: Nov. 07, 2018
Join us on this roundtable webinar where our panel of experts will discuss how analytics can help you reach your strategic goals and differentiate your company with continuous CX improvement.
Sponsored by: Calabrio, Looker and NICE Nexidia
Original Broadcast Date: Oct. 24, 2018
Join us on this roundtable webinar and learn about the latest innovations in the world of contact centers.
Sponsored by: Neustar, Verint, Cyara and NICE
Original Broadcast Date: Oct. 10, 2018
Join us on the roundtable webinar where we will focus on business intelligence and analytics tools and their practical applications for CRM.
Sponsored by: Calabrio and CallMiner
Original Broadcast Date: Oct. 03, 2018
Join our panel of experts from Genesys, eGain, Radial, and Convergys on this seminal roundtable webinar and learn how AI can transform your customer service paradigm.
Sponsored by: Genesys, eGain, Radial and Convergys
Original Broadcast Date: Sep. 26, 2018
Join this webinar to hear Blake Morgan, the customer experience futurist, speak about how the future belongs to companies that "do more" for customers, and leverage the right technology to do so.
Sponsored by: servicenow
Original Broadcast Date: Sep. 19, 2018
Join us on this roundtable webinar where our panel of experts will share their guidance for improving CX initiatives.
Sponsored by: Confirmit and CallMiner
Original Broadcast Date: Sep. 05, 2018
Join us on this roundtable webinar and learn how to help sales people become more successful with AI sales tools.
Sponsored by: Bigtincan, Conversica and Aviso
Original Broadcast Date: Aug. 29, 2018
Join us for a conversation between Shep Hyken, a leading expert in the field of customer service and experience, and Anand Janefalkar, CEO and founder of UJET, as they discuss the role channels play in customer experience.
Sponsored by: ujet
Original Broadcast Date: Aug. 22, 2018
Join us on this new roundtable webinar where our panel of experts will take a look at the issues to be considered when building a well-planned marketing technology infrastructure.
Sponsored by: Looker
Original Broadcast Date: Jul. 25, 2018
NEVA automates routine activities while employees attend to other tasks requiring their special skills.
Sponsored by: NICE
Original Broadcast Date: Jul. 18, 2018
Join us on this month's roundtable webinar where our panel of experts will look at how organizations can scan their customer service efforts and plan for improvements that will fix the gaps and wow their customers.
Sponsored by: Convergys and NICE
Original Broadcast Date: Jul. 11, 2018
Join us on this roundtable webinar and find out how Knowledge Management can improve the quality of your customer service and productivity of your agents.
Sponsored by: Transversal and Radial
Original Broadcast Date: Jun. 26, 2018
Join us in this month's expert panel roundtable webinar and find out the latest information on intelligent WFO solutions.
Sponsored by: Verint and NICE
Original Broadcast Date: Jun. 20, 2018
Join us on our annual web event where we will focus on top AppExchange solutions for sales and marketing that will help you drive your sales productivity, make better decisions and accelerate your sales cycle.
Sponsored by: Conga
Original Broadcast Date: Jun. 13, 2018
Join Yieldmo, an advertising technology company and learn how Snowflake and Looker unleashed the potential of their mobile ad engagement data and drove more impactful marketing for their clients.
Sponsored by: Yieldmo, Snowflake and Looker
Original Broadcast Date: May. 31, 2018
Join Sheryl Kingstone from 451 Research and Jordan MacAvoy from UJET on this educational webcast and learn how to bring humans and technology together faster.
Sponsored by: UJET
Original Broadcast Date: May. 23, 2018
The success of every interaction with your customers — from sales and marketing to customer service and retention — depends on easy access to trusted and complete customer data. However, maintaining the quality of that data is another story.
Sponsored by: Syncsort
Original Broadcast Date: May. 16, 2018
Traditional marketing analytics or scoreboards are essential for evaluating the success or failure of past marketing activities. But today's marketers want to be able to predict how future programs will fare before they are launched. Enter predictive marketing techniques like predictive modeling for customer behavior, predictive lead scoring, and all sorts of marketing strategies based on predictive analytics insights.
Sponsored by: NICE, Looker and RedPoint Global
Original Broadcast Date: May. 09, 2018
As smartphones have clearly become the preeminent mode of communications, the notion of delivering customer service via mobile devices has really taken off. Search on mobile devices will exceed those on desktop computers by 28 billion inquiries in 2017. Sixty-three percent of U.S. adults use mobile devices at least several times per month to seek customer support, and 90 percent have had poor experiences seeking customer support on mobile. Clearly, there is much work to be done in improving the mobile customer service channel.
Sponsored by: Genesys and Radial
Original Broadcast Date: May. 02, 2018
What shape is your data in; is it ready to support the business analytics initiatives you're planning in 2018? In this Best Practices topic, we will looking for recommendations that our readers can use to prepare their data to provide relevant insights. What are the issues that need to be addressed when improving data quality, cleansing imperfect or incomplete data, and creating a master data management strategy that will yield meaningful results?
Sponsored by: Pitney Bowes, Melissa, Neustar and RedPoint Global
Original Broadcast Date: Apr. 25, 2018
Website AI and self-service have become the darlings of customer service cost control, with their ability to deflect expensive calls to customer service agents.
But savvy customer service leaders know that every AI strategy needs to be backstopped with a "humanization strategy" – the escalation a customer can invoke when AI doesn't solve the problem and when frustrated customers need expert human help, immediately, or else!
Sponsored by: Glance
Original Broadcast Date: Apr. 18, 2018
According to Forrester, 20% of CEOs will fail to act on digital transformation and put their firms at risk in 2018. This year is pivotal for companies to define themselves by, and for, the customer. The race is on; how is your business planning to optimize digital customer experiences?
Sponsored by: Medallia
Original Broadcast Date: Apr. 11, 2018
Intelligent contact centers are a reality in 2018. Big Data artificial intelligence, smart call routing, omnichannel service, and operational excellence are not only possible but demanded by discerning clients
Sponsored by: Calabrio, Neustar and NICE Nexidia
Original Broadcast Date: Apr. 04, 2018
Creating smooth customer journeys starts with mapping the various stages that customers must follow on the passage from prospect to customer to service client or repeat customer. These journeys can be simple or quite complex, but every customer journey needs to be carefully examined and scripted to ensure the experience is smooth and customer momentum is sustained.
Sponsored by: NICE and AskNicely
Original Broadcast Date: Mar. 21, 2018
The backbone of many organizations' customer service has been their interactive voice response (IVR) systems, whose customer-serving contributions may have been overlooked as new channels were added. But IVR still accounts for much of the heavy lifting when it comes to self-service, and that won't change anytime soon.
Sponsored by: NICE, Radial, Nuance and Convergys
Original Broadcast Date: Mar. 14, 2018
Providing excellent Customer Self-Service (CSS) tools not only improves customer experiences (CX), it also manage improve CX while lowering customer service costs. That should sound like a pretty good business case for helping customers help themselves.
Sponsored by: USAN and RightAnswers
Original Broadcast Date: Mar. 07, 2018
Providing seamless customer support across all channels is the goal of most organizations. Unfortunately many organizations still have not been able to create a true customer engagement model. Agents don't have the information they need, information is still in separate silos and out of reach, and the customers' journeys are still interrupted when they change channels. But some organizations have managed to make the transition, despite facing all of these obstacles.
Sponsored by: Calabrio, NICE, CallMiner and Mitel
Original Broadcast Date: Feb. 28, 2018
Salesforce is your sales organization's most valuable tool and repository for storing sales-related activities, proposals, contracts, invoices and important partner, prospect and customer information.
By integrating digital-enabling technologies like electronic signatures directly into this CRM system, you not only eliminate paper, but get to streamline every day sales processes.
Sponsored by: eSignLive
Original Broadcast Date: Feb. 21, 2018