EXCEED CUSTOMER EXPECTATIONS ONE EXPERIENCE AT A TIME
Building Customers for Life Webcast Series



Welcome to our Building Customers for Life℠ webcast series. These complimentary webcasts feature experts in CEM, CRM, and CX strategies and technologies, who cover a range of topics essential to building customers for life.

Additionally, Building Customers for Life℠ webcasts examine how companies are implementing CEM, CRM, and CX strategies and technologies to drive revenue and profits, and are weaving customer centricity into their organizational DNA to consistently exceed customer expectations for service quality.

Check our schedule for upcoming webcasts, and sign up to receive invitations so you don't miss out on upcoming events. Attendees receive our CEMDNA Playbook Strategy Toolkit. Click on past events to view archived webcasts on topics still relevant today.

2017 Webcasts



Archived


Is customer experience (CX) a key component in your company’s DNA? Understanding your maturity level will help you to build out your long-term CX strategy. Join us on this webinar to start using the CX Playbook Strategy to transform your company’s CX from initiative to key strategy. You’ll learn how to:


  • Integrate CX into your corporate culture, throughout all levels of the organization, to ensure long-term success
  • Determine and prioritize which areas of customer experience you should focus on improving
  • Optimize your customers’ moments of truth—and your high-value interactions—for the best outcome
  • Select a name with impact to brand your CX program among all stakeholders (and why you should)

Featured Speakers:
  • Marvin Mitchell, VP, Customer Support, Kongsberg Digital
  • Giri Iyer, VP, Global Support and Success, Rubrik

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Hospitality is one of the most commoditized industries there is. You can get a hotel room virtually anywhere, at virtually any price range, all with similar amenities. So, how does a hotel attract guests and ensure their satisfaction and preferences to lock in long-term loyalty?


In this webcast, executives from the Seaport Boston Hotel talk about its CX initiative, which has become part of its corporate culture — woven into its DNA — and how that benefits the company’s customers, employees, business partners, and even prospects.


Featured Speakers:
  • Craig Cunningham, VP of Marketing & Customer Experience, Seaport Hotel & World Trade Center
  • Jim McGuire, VP, Customer Service, Vantage Hotels

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Do you have a truly customer-centric company? Does the customer experience drive and motivate decisions and behaviors at every level? A great CX strategy starts at the top, but the bigger challenge is identifying and reinforcing the critical customer-centric behaviors at every level of the business, including your vendors and suppliers in addition to customers and employees.


Former Verizon Wireless customer service executive, award winning author and strategic leadership expert, Karin Hurt shares practical ways to build an army of customer advocates and brand ambassadors from the C-Suite to the frontline.


Key takeaways include:


  • Establishing CX as a structured, measurable component of your corporate culture just like traditional operational areas (e.g., finance, sales/marketing, R&D, manufacturing, product development, etc.)
  • Techniques for identifying and reinforcing the MIT (most important thing) behaviors at every level
  • Building an army of brand ambassadors who advocate both for your customers and position your brand
  • Creating alignment and integration with vendors and suppliers to enhance your customer experience

Featured Speaker:
  • Karin Hurt, CEO/Founder, Let's Grow Leaders



2016 Webcasts


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Internet & Telephone (I&T) provides cost-effective, business-class phone service and Internet connections. From network design and Managed IT Services to phone systems and corporate relocations, our expert technicians assist customers with almost any aspect of communications strategy. Our goal is to be your business communications partner.


To ensure that we are exceeding customer expectations for service and support, we have implemented a Customer Experience (CX) Playbook Strategy that lies at the core of everything we do. In this webcast, four top I&T executives will explain the goal and objectives of the CX strategy, and cover some of the measurable results of this comprehensive program.


This webcast is meant to inform I&T customers, prospects, employees and business partners about why we have made this critical corporate commitment to achieving the highest levels of customer satisfaction and loyalty. Please join us for this important and informative webcast about how our CX Playbook Strategy is benefiting you.


Featured Speakers:
  • Paul Cissel, CEO/President, I&T
  • Pete Peterson, VP Sales, I&T
  • MJ Shoer, Chief Technology Officer, I&T
  • Zach Leffler, Marketing Manager, I&T

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Conducting a customer win/loss analysis for your organization is one of the most cost-effective ways of generating the insights you need to increase revenue and grow your business. This webcast addresses the importance of conducting win/loss interviews, analyzing results and implementing lessons learned. It also focuses on how a clear Stakeholder Communications Strategy can improve your win rate, help reduce churn and win-back lost accounts.


All those who register for this webcast will become eligible to receive a complimentary Win/Loss Self-Assessment Survey.


Key webcast takeaways include:


  • Understanding factors associated with customer churn
  • Understanding factors associated with winning new accounts
  • Creating a win-back strategy to regain lost accounts
  • How improving your CX can result in more wins while reducing churn
  • How Stakeholder Communications tells your CX story.

Featured Speakers:
  • Pat Lysak, President & CEO, Impole

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Enterprise Feedback Management (EFM) technology embraces a complex set of tools and resources associated with conducting customer surveys, analyzing the results and helping companies act on the findings to deliver consistently superior customer experiences.


EFM solution providers have focused on rounding out their capabilities to conduct surveys across multiple deployment modes: email, website, phone, IVR, SMS, paper, fax, and kiosk. The next generation of EFM solutions also enable companies to capture feedback from critical new sources, including social media, online communities, call recordings, contact center notes and more to get a true "360-degree view" of the customer.


Learn from expert speakers how their EFM technology is embracing all customer touch points to consistently deliver superior customer experiences. Key take-aways from this webcast include:


  • Weaving the voice of every customer into the fabric of your business—and giving everyone in your organization the power to respond instantly.
  • Every business cares about listening and responding to customers. But how do you translate those good intentions into actions that actually keep customers happy and loyal?
  • The role of market research in delivering end-to-end service to customers, streamlining internal processes for efficiency and cost-savings.
  • How to develop and implement a Voice of the Customer program to deliver enhanced customer experiences, engaging employees, drive business change and establish competitive differentiation based on customer service excellence.

Featured Speakers:
  • Matt Inman, Chief Marketing Officer, MaritzCX
  • Stacey Nevel, Director, Customer Experience Management, Confirmit

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The primary focus of most companies' marketing or communications department typically is how their product/service capabilities are better than everyone else's. However, with every company saying the same thing, customers and prospects have a hard time deciding whose products or services really are the best. Moreover, this approach fails to leverage a company's most valuable competitive differentiator: excellence in customer service that helps improve customer acquisition, retention, growth and win-back.


Research shows that, while product and price are important in making the initial sale, the most decisive factor in customer loyalty is the quality of service and support customers receive over time on a consistent basis. And remember, it's customers—not product and services—that are the source of all revenue and profits.


In this webcast, the chief marketing officer for Rapid7 explains how the company's commitment to customer service excellence has become a competitive differentiator and just as important as its innovative solutions for IT security's most critical challenges.


Featured Speaker:
  • Carol Meyers, Chief Marketing Officer, Rapid7

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You know your customer experience hinges on the quality of every touch point. How you communicate matters. In this webinar, Karin Hurt, CEO of Let's Grow Leaders and author of the just released book Winning Well, A Manager's Guide to Getting Results Without Losing Your Soul shares secrets to managing the tough employee conversations that lead to a better CX as well as arming your employees the tools they need to handle the more challenging customer interactions with grace and poise.


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With so much focus on what the experience destination should look like, combined with a saturation of trends, measurements, terminologies, and technologies, more companies today need a customer service strategy that provides a holistic and actionable plan to achieve a modern and sustainable state of being.


In this webcast, Oracle shares its Roadmap To Modern Customer Service strategy framework for helping businesses to address the problem of HOW they get to a state of modern. Leveraging 20 years of learning from leading maturity practices across industries and geos, the Oracle Roadmap To Modern Customer Service has synthesized down a model that empowers customer service leaders to be key strategic leaders within their organizations for their CEM and CX initiatives.


Key takeaways include:


  • Define a comprehensive multi-phase maturity strategy
  • Easily get agreement to HOW you will achieve success
  • Justify more immediate and ongoing resource investments
  • Better prioritize technology investments based on KPI and ROI objectives
  • Provide traceable value measurements around business growth and efficiency
  • Achieve better alignment with other business leaders around your customers' experience

Featured Speaker:
  • JP Saunders, Senior Director, Solution Strategy, Oracle


Educating, enabling and engaging everyone in the organization is critical to connect with the customer and build engaging experiences. From the top of the organization to those closest to customers, people are the secret sauce in driving transformational change. Without a clear, thoughtful strategy on how to address the unique employee needs, change efforts can stall.


In this session, two senior telecommunication customer experience leaders will share how they leverage senior leadership, resources, tools, human-centered design thinking, and co-creation and engagement activities to accelerate progress in driving a customer-centric culture. The leaders will share insights on how you too can derive customer benefits such as improved service/product adoption, increased willingness to repurchase/buy new products, creation of customer champions and reduced cost to engage.


Diane Magers (CCXP) - Office of the Customer, AT&T (USA) will share:


  • Five practical ways to build new CX skills and competencies in every level of your organization
  • How you can build a program that ensures every person in the organization contributes to the Engagement Ecosystem
  • How to use engaging activities, structure and new skills to drive associate engagement

Brian Andrews (CCXP) - VP, Customer Experience, Sprint will explain:


  • How Sprint's leadership is engaged in understanding what's important to customers, setting CX priorities, and driving progress
  • Ways to inspire leaders to gain deep customer empathy to change the status quo
  • How to create effective operating mechanisms, which fuels accountability, maintains momentum, encourages collaboration, and drives alignment

In a recent survey, only 30% of large companies rate making changes to the business based on Voice of the Customer insights as good or very good. While many companies cite driving great customer experiences as a top priority, few are making meaningful progress. Don't miss this opportunity to learn how AT&T and Sprint are mobilizing change by turning customer insights into meaningful actions.




2015 Webcasts


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As your customers move into more and more digital channels, it is imperative that you design a customer experience strategy to meet this challenge and their needs. A mouse click instantly determines your customers' brand experience. How do you create an emotional attribute that will play well on all devices and across all digital channels to ensure the accumulation of mini-experiences throughout their journey is seamless and positive?


In this webcast, our expert panelists will share insights and engagement best practices for creating and implementing a successful digital customer experience strategy.


You will learn how to:


  • Utilize digital channels to boost customer engagement, satisfaction and brand loyalty
  • Transform your digital customer experience to attract and retain customers
  • Take advantage of valuable data and insights gained from physical events in your digital channels
  • Leverage digital platforms to take your customer experience to the next level that will grow your portfolio, revenue and profits

Featured Speakers:
  • Gary Sarkesian, Vice President, Customer Success & Account Management, Cvent, Inc.
  • Kristen Yerardi, Vice President of Customer Success, Wordstream Internet Marketing

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Customer-centric companies know how important it is to reward and recognize their employees. They understand that the use of both formal and informal recognition programs as part of their organization's Customer Experience Management (CEM) strategy will positively influence employee behaviors and cultivate a culture that puts the customer at the center of its business and with measurable results.


When employees and their work are valued, their satisfaction and productivity rises, and they are motivated to maintain or improve the customer experience. The cost of a recognition system is quite small and the benefits are large when implemented effectively.


This webcast will focus on how to engage and recognize employees who consistently provide superior customer experiences. Our expert panelists will share insights on recognition programs that inspire and engage employees to exceed customers' expectations one experience at a time.


Key take-aways will include:


  • Helping front-line employees realize how their efforts have more impact on customer satisfaction than they realize (little hinges move big doors)
  • How mid- and upper-level managers can motivate their employees to strive for customer service excellence by rewarding their best efforts
  • Understanding why infrequent or irregular recognition may in some cases be worse than no recognition at all
  • Increased revenue and profits are measurable results of effective employee recognition and rewards programs

Featured Speakers:
  • Deborah Merkin, Co-CEO, GiftCard Partners, Inc.
  • Vicki Ravenel, Vice President, Business Development, Ultimate Choice

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Businesses recognize the need to accelerate time to value when it comes to configuring, deploying or maintaining today's increasingly complex products and/or processes. As a result, companies turn to specialized professional services (PS) firms for assistance. Firms that provide PS (outsourcers) typically work on-site with their clients to accomplish specific outcomes. Some companies maintain their own PS team (insourcers) to assist internal departments with their projects, sometimes also using outsourcers when advisable.


This webcast will start by examining the role that PS plays in helping companies exceed their customers' expectations, including outsourcer/insourcer pros and cons. The discussion then will focus on how sophisticated PSA software technology can increase operational visibility and improve process efficiency in project- and services-driven organizations, regardless of the outsourcer/insourcer mix.


Webcast attendees will learn how leveraging PS and PSA assist in:


  • Making a successful transition to becoming a trusted advisor to customers
  • Discovering six behaviors that build and accelerate strong customer relationships
  • Revitalizing professional services business development initiatives
  • Providing organizations a solution to efficiently plan, sell, execute and charge for work
  • Standardizing business processes and providing reports, insight and control for resources and projects.

Whether you outsource or insource PS, or are in the midst of a strategic evaluation over which direction to take, you will benefit from the direct experience of our expert webcast presenters.


Featured Speakers:
  • Bob Caruso, Client Partner, Tribridge
  • Mark Hordes, President, Hordes Consulting

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Few industries are influenced more by the whims of customer preference than hospitality and restaurants. While there are clear consumer choices in both industries, you can book a room or get a meal essentially anywhere whenever you want.


So it's no mystery why leaders in these fields work hard to instill a sense of satisfaction and loyalty in their branding that keeps customers coming back — and raving to others about their experiences. In today's webcast, executives from a top hotel and restaurant chain in the hotly competitive Boston Seaport District talk about their strategy for customer experience management (CEM), and how they implement their strategies to attract, retain, grow and win-back their most valuable customers.


No matter what business you're in, you can't reach and maintain a leading market position solely by what you do or how you do it. Instead, you must consistently exceed customer expectation for service and support, and that requires a corporate culture committed to putting the customer first. Register for this webcast and get an inside look at how these two businesses have built and implemented a successful CEM culture.


Featured Speakers:
  • James M. Carmody, Vice President & General Manager, Seaport Boston Hotel & World Trade Center
  • David Doyle, Regional Manager, The Cronin Group LLC

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All three of the presenting companies have earned Omega's prestigious NorthFace ScoreBoard Award (NFSB), presented annually to companies that, based solely on survey responses from their own customers, consistently exceeded their expectations for service excellence during the prior calendar year.


Our speakers describe the building blocks of their customer experience management (CEM) strategy—how their companies designed, implemented and assessed the benefits of their ongoing program to drive revenue and profits by maximizing customer satisfaction and loyalty.


The speakers will cover such areas as:


  • What aspect of the customer experience they tackled first and why
  • How they "sold it" to all levels of the organization
  • How it was rolled out to customers
  • What their corrective action strategy was and, most importantly
  • What the measurable results were.

These are real-life CEM strategy implementations that provide valuable insights to any organization looking to implement or improve their customer sat/loyalty initiatives.


Featured Speaker:
  • Fernando Bonaventura, Global SPARC Technology Services Center Director, Oracle
  • Anthony Daubenmerkl, Vice President, Global Client Support
  • Dennis Fitzgerald, Vice President, Customer Satisfaction, Yaskawa

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This webcast is designed for service leaders who wish to create a winning services strategy and drive significant improvement in their service operations. Attendees will gain a deeper understanding of their overall organization, their strategic choices, the focus needed to achieve success, the challenges that must be overcome and an action plan to make it happen.


Topics that will be discussed include:


  • The steps to keep you, your team, and your senior management focused and clear on how your services business contributes to success.
  • Which of the four business strategies your company follows and the implications on your service business.
  • Which of the three services strategies is most appropriate for you today and which one will be most appropriate tomorrow.
  • The 12 Success Levers of the services performance model.

Featured Speaker:
  • Dr. James "Alex" Alexander, Services Pundit and Business Partner, Service Strategies

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The number of mobile device users has surpassed those who use standard computers for all aspects of online access. In fact, the use of mobile devices to access the internet has increased by 67% worldwide in a little more than a year.


But if your company's website isn't optimized for mobile users, they will find it virtually impossible to view your website easily, much less conduct any business with you. Need proof? Open a browser session on your smart phone and type in your company's web address. The text and graphics will be so small you'll need a magnifying glass...and a lot of time because the content will take much longer to fully download.


Responsive web design (RWD) is an approach to web design aimed at crafting sites to provide an optimal viewing experience—easy reading and navigation with a minimum of resizing, panning, and scrolling—across a wide range of devices, from desktop computers to mobile phones and tablets.


In this webcast, you will learn how easy it can be to make your existing site mobile responsive, and how the RWD process can even save you money while ensuring that the customers and prospects will enjoy the same consistently superior experience whether visiting your site from their office computers or mobile devices.


Featured Speaker:
  • Allen Solomon, CEO, Pinnacle Creative Studio

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Many companies have focused and spent a lot of time and money on Customer Experience Management (CEM) Programs, but have missed the secret to success—a robust employee engagement program that motivates employees to deliver outstanding customer experiences.


You are not going anywhere in your business without knowing the secret sauce. A good CEM Program may be the rocket to help launch your success, but employee engagement is the fuel to get you to your destination!


Learn from seasoned HR professionals who have developed this secret formula. Learn how to get started, assess your needs, then develop and implement a sure-fire program for success. You'll see how engaging and rewarding employees will help your organization to continuously exceed customer expectations and build long-term customer loyalty.


Featured Speakers:
  • Vivian Hairston Blade, President & CEO, EiGL Consulting
  • Michele Fantt Harris, Senior Vice President, Human Resources, National Cooperative Bank
  • Tim Weyland, Vice President - Human Resources, Topcon America Corporation

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Customer journey mapping is the process of plotting the complete sum of experiences that customers go through in the course of doing business with a company. The customer journey map is a process guide as well as a timeline that covers all the touchpoints a customer has with a company, including:


  • Product research and ordering
  • Pre-sales and sales
  • Deployment of the product/service, including professional services where applicable
  • Actual usage of the product/service
  • Post-sales service and support

There is no standard for building a customer journey map. It can be a finely detailed document or a high-level relationship chart, or anything in between. But one step missing from most customer journey maps is the pay-off on the approach itself: does the journey map improve the overall customer experience?


This webcast will focus on the operational journey map touchpoints, but extends to its measurable results on CEM strategy itself:


  • Extent to which each customer is satisfied at each stage of the journey map
  • Whether the customer is satisfied with the value received for the price paid
  • Impact of the customer journey on loyalty
  • Success of a company in driving customer referrals, retaining customers, upgrading/cross-selling customers and winning back key accounts

Don't miss this important webcast to gain greater insight into customer journey mapping, a concept that some experts say is the cornerstone to operationalizing your organization's CEM strategy.


Featured Speaker:
  • Janet LeBlanc, President, Janet LeBlanc & Associates