CXPA members have full access to all upcoming and past webinars. If you'd like to join CXPA and be able to participate in these webinar events, please visit our membership section.
Upcoming Webinars
Past Webinars
April 16, 2013 (2:00pm Eastern)
CXPA B2B Webinar/ Special Interest Group Call: Customer Advisory Boards
Guests: Cynthia Lait, EMC, Roanne Neuwirth, Farland Group, Amy Quigley, iProspectSummary: Join this hybrid call/webinar as our B2B Special Interest Group tackles more of the unique challenges faced in a B2B environment with a discussion around Customer Advisory Boards. For more on the issues the B2B group is addressing and to join the group, please check out their page here.
Click here to listen to the recording
Thursday, April 11, 2013 (2:00pm Eastern)
CXPA Webinar: "Designing and Managing Experience Change - Laying the Groundwork"
Guest: Tony Nachman, Senior Operations Manager at Belkin International
Summary: Tony Nachman recently joined Belkin International as part of Cisco Systems divestiture of its Linksys Home Networking Products division. While at Cisco, as a Senior Manager of Services Marketing and Customer Experience, Tony developed an approach to managing and designing experience change that was successfully implemented over a four year period. Tony will share his approach and what he learned executing experience change in a large, matrix-style organization.
Key learning points:
- Running a customer experience function and board
- Understanding the different types of experience change work
- Defining customer and employee experience
- Articulating vision, strategy and execution objectives
- Clarifying operational roles and managing experience change initiatives
Click here to listen to the recording
Tuesday, March 26, 2013 (2:00pm Eastern)
CXPA Thought Leader Conversation: Jon Wolske, Culture Evangelist, ZapposSpeaker: Jon Wolske, Culture Evangelist, Zappos
Jon Wolske is the Culture Evangelist for Zappos Insights, a part of the Zappos Family of companies headquartered in Henderson, Nevada. Jon has over five years of experience in the Zappos family. As the Lead Culture Guide, Jon helped Zappos office tours grow to an average of over 1300 visitors each month. Jon will focus on culture and customer experiences and their importance in business today. Through interactive activities he will help members generate firm takeaways and next steps.
Click here to listen to the recording
Tuesday, March 5, 2013 (2:00pm Eastern)
CXPA Webinar Sponsored by AchieveGlobal: The Business of Customer Experience
Speaker: Craig Perrin, Director of Product Development, Achieve Global
Was it really two decades ago that "customer experience” bubbled up as a business strategy? Since then, Apple, Starbucks, and many others have proved that the right experience can trump even price in a highly competitive market. But where do we go from here? Join us for this complimentary webinar, sponsored by AchieveGlobal, for a look at results from two recent global studies on the customer’s experience.
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Tuesday, February 26, 2013 (2:00pm Eastern)
CXPA B2B Webinar: Customer Value/Success in a B2B Environment
Guests: James Bampos, Olivia Duane Adams, Alteryx, Inc., and Evan Klein, Satrix Solutions
Summary: Announcing our fist B2B-centric CXPA webinar with guests James Bampos, Olivia Duane Adams, Alteryx, Inc, and Evan Klein, Satrix Solutions. Our guests will be addressing the challenges that customer experience professionals face in the B2B environment specifically when defining Customer Value/Success. Hear from your fellow CXPA members as they describe practices that are using to build high retention, determine KPIs and define financial success in relation to CX. This webinar is a result of the work being done within the B2B Special Interest Group. You can find out more about the group and subscribe to there calls and content here.
Click here to listen to the recording.
Tuesday, February 19, 2013 (2:00pm Eastern)
CXPA Webinar: Taking Customer Insights to Action
Host: Desirree Madison-Biggs
Guest: Roberta O'Keith, Customer Insights Leader at GE Air Filtration
Summary: Roberta O'Keith, Customer Insights Leader at GE Air Filtration, is a customer experience expert that has worked in various leadership roles across many functions and industries. She has insight into leveraging her experience to lead and help drive strategic growth and market penetration; with a continued focus on improving customer loyalty and the overall customer experience. Her expertise includes analyzing customer feedback and drive key insights cross-functionally to support business imperatives and priorities. Roberta will share examples of how they have used market research to gain insights into their customer base and drive business results.
Click here to listen to the recording.
February 7, 2013 (2:00pm Eastern)
CXPA Thought Leader Conversation: Bob E. Hayes, Business Over Broadway
Hosts: Sam Klaidman, Middlesex Consulting & Karl Sharicz, Simplex Grinnell
Speaker: Bob E. Hayes, Business Over Broadway
Listen to Bob Hayes for a conversation on Customer Experience and financial linkage during our February CXPA Thought Leader Conversation. Bob is the author of Beyond the Ultimate Question and Measuring Customer Satisfaction and Loyalty. He has over 20 years of consulting and research experience in enterprise and midsize companies, and has managed customer satisfaction research as an employee to Fortune 500 firms, and as an independent consultant. and the owner of Business Over Broadway. Many of you have requested more on the financial linkage and this will be your opportunity to ask one of the experts in the field. Fellow CXPA members Karl Sharicz, Simplex Grinnell and Sam Klaidman, Middlesex Consulting serve as our co-hosts for this call.
Click here to listen to the recording.
February 5, 2013 (9:00am Eastern)
CXPA Show and Tell Webinar: VoC Tools
Guest: Tzachi Ben-Sasson, Amdocs
Show & Tell Webinar with Tzachi Ben-Sasson at Amdocs as he walks through the VoC program and how it drives internal change at Amdocs, he discusses VoC programs and the CX Tools available to you on the CXPA Member Site.
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here to listen to the recording.
January 23, 2013 (2:00pm Eastern)
CXPA Thought Leader Conversation: Jeff Frank, Owner, Simplicity Sofas
Simplicity Sofas has been named one of the top 10 Small Business Innovators in the U.S. for 2012. Simplicity Sofas' builds sales through Word of Mouth referrals. It is the only company in the furniture industry that contacts every one of its customers within one business day after delivery to ask:
- whether the customer is happy with the furniture
- what they thought of the customer service and
- whether there are any problems that need to be addressed immediately
In an industry with a well-deserved notoriety for horrendous customer service Simplicity Sofas has earned a national reputation for providing a level of "extreme" customer service never before approached by a furniture company. This is your opportunity to hear from the senior leader at a company where Customer Experience is embedded in the DNA.
Click here to listen to the recording.
January 17, 2012 (2:00pm Eastern)
CXPA Webinar Sponsored by SAP: Get the Customer Experience Edge
Presenter: Reza Soudagar, Sr. Director of Marketing, SAP
In a recent survey of executives across the globe over 80% of respondents named "customer experience” among their top strategic priorities in the coming year. However, achieving this is not easy, and many companies are failing to reach the desired objective – as a matter of fact only 20% of executives believe that they can offer a differentiated customer experience. What does it take to achieve a great customer experience and gain a sustainable competitive edge without breaking the bank? The Customer Experience Edge (McGraw-Hill Professional; October, 2011) by Reza Soudagar, Vinay Iyer, and Dr. Volker G. Hildebrand, answers this very question. We invite you to a webcast to hear about their findings firsthand. We will share with you how companies like the cement giant Cemex and the Swiss retailer Coop, who almost operate in parallel worlds, have used the same principles to super charge their customer experience and create a competitive edge in their markets.
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January 10, 2013 (2:00pm Eastern)
CXPA Show and Tell Webinar: a CX Tool shared by Walsworth Publishing Guest: Christoph Sisson, Walsworth Publishing
Christoph Sisson from Walsworth Publishing walks you through the design, implementation and end results of the Customer Journey Mapping tool he uses at Walsworth Publishing.
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here to listen to the recording. (Members Only)
December 17, 2012 (1:00pm Eastern)
CXPA Webinar Sponsored by Vovici: 5 Strategies to Manage Feedback Fatigue
Presenters: Nancy Porte, VP of Customer Experience, Vovici a Verint Company
Michael Clarkin, Global Vice President of Strategy and Marketing, SYKES Enterprises
Over-surveying is a leading cause of declining response rates, yet today's consumers are inundated with requests for feedback through email, text messages, IVR, and social media. How can you gather feedback to support your overarching Voice of the Customer initiatives while without overwhelming your customers or even tarnishing that relationship through feedback fatigue?
December 11, 2012 (2:00pm Eastern)
CXPA Webinar: The State of Customer Experience
Host: Desirree Madison-Biggs
Guest: Bruce Temkin
As we wrap up 2012 Bruce Temkin will share a presentation on the state of Customer Experience. Where does the profession stand at the end of this year and where will we see it grow in 2013.
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here to listen to the recording. (Members Only)
December 4, 2012 (2:00pm Eastern)
CXPA Webinar Sponsored by ForeSee: Mobile Customer Experience
Guest: Eric Feinberg, Senior Director of Mobile, Media, and Entertainment at ForeSee
Eric Feinberg, Senior Director of Mobile, Media, and Entertainment at ForeSee, describes the metrics that help you discover how your mobile users’ experience today will affect their behavior across channels in the future. He’ll include findings from original research and customer satisfaction analysis for different industries to show why gaining knowledge specifically about your mobile users’ needs and expectations is essential to understanding the customer experience.
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here to listen to the recording. (Members Only)
November 29, 2012 (1:00pm Eastern)
CXPA Thought Leader Conversation: Colin Shaw, Founder and CEO, Beyond PhilosophyColin Shaw, Founder & CEO of Beyond Philosophy, and the author of internationally bestselling business books, including: Building Great Customer Experiences, Revolutionize Your Customer Experience, The DNA of Customer Experience: How Emotions Drive Value, and Customer Experience: Future Trends & Insights will join us for our Thought Leader Conversation to discuss his recent blog post "
RIP Customer Experience – Seven reasons why Customer Experience is in danger of dying.”
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here to listen to the recording. (Members Only)
November 7, 2012 (1:00pm Eastern)
CXPA Webinar: Check It Out: A CXO’s Playbook for Brand Experience
Guest: Alison Circle, Columbus Metropolitan Library
Columbus Metropolitan Library is consistently ranked the #1 library in the US and wins countless accolades and national awards. Now they are committed to bringing a new rigor to the customer experience. Forget everything you thought you knew about libraries and find out how the best is making "best” better.
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here to listen to the recording and view the presentation. (Members Only)
November 5, 2012 (1:00pm Eastern)
CXPA Webinar Sponsored by SAS: Leveraging Analytics to Improve the Customer Experience
Speakers:Brian Vellmure, Principal & Founder, Innovantage / Initium LLC
Wilson Raj, Global Customer Intelligence Director, SAS
Join our speakers as they share customer case studies and discuss how organizations can leverage advanced analytics to sort through the noise and surface the most meaningful insights, which are key inputs to understanding customer behavior and developing rich, rewarding, and profitable customer experiences.
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here to listen to the recording and view the presentation. (Members Only)
November 1, 2012 (2:00pm Eastern)
CXPA Show and Tell Webinar: a CX Tool shared by Symantec
Guest: Desirree Madison-Biggs, Director, Customer and Partner Experience Insight at Symantec
Host: Kim Proctor, Customers That Click
During this webinar presentation, Desirree Madison-Biggs, Director, Customer and Partner Experience Insight at Symantec provides detailed description of the CX Tool she has shared on the Member Site: Employee CX Communication Considerations & Examples.This is a chance for you to learn more about the purpose and implementation of this tool as well as ask questions you have for the author.
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here to listen to the recording and view the presentation. (Members Only)
October 25, 2012 (1:00pm Eastern)
CXPA Webinar: Winning! The Power of Closing the Loop with Customers to Deliver Delight.
Presenter: Brian Andrews, Vice President, Customer Experience & Business Excellence, Intuit
Brian Andrews is the Vice President, Customer Experience & Business Excellence for Intuit’s Accounting Professionals Division (APD). Among other responsibilities, Brian is responsible for ensuring APD is delivering extraordinary customer experiences. He is Intuit’s representative on Bain’s NPS Loyalty Forum and provides guidance to Intuit’s CEO staff. He also leads the Intuit-wide Net Promoter community and is a Customer Experience Professionals Organization (CXPA) Board Member. Brian will share how Intuit learned best practices from other world-class organizations to implement an powerful Closed Loop System (CLS). Implementing a CLS drove profound cultural changes and helped dramatically accelerate performance results.
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here to listen to the recording and view the presentation. (Members Only)
October 16, 2012 (1:00pm Eastern)
CXPA Thought Leader Conversation: Breaking Down Silos with Professor John P. Kotter
A call with Harvard Professor John P. Kotter, the author of 17 books including his latest Buy-In: Saving Your Good Idea from Getting Shot Down and the international bestseller Leading Change.
Click here to listen to the recording. (Members Only)
September 13, 2012 (1:00pm Eastern)
CXPA Webinar: Forging a Customer-Centric Culture
Host: Kate Feather, Executive VP, PeopleMetrics, Inc.
Presenter: Jeff Valentine, VP of Client Experience, Stream Global Services
Jeff Valentine, VP of Client Experience at Stream Global Services, is an expert in driving client centric strategies across large global organizations. He has helped set the vision, develop the leadership skills and direct the analytics and execution to transform the customer experience in companies like GE Capital, Ceridian and most recently Stream Global Services. Jeff shares his proven process for driving the voice of the customer throughout the organization – aligning all employees and leaders around the desired customer experience.
Key learning points:
-Overview of the five key ingredients to driving customer-centric culture
-Deep dive into three essential listening posts: Client Advisory Boards, NPS, Executive Sponsorship Programs
-The key to disciplined execution
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here to listen to the recording and view the presentation. (Members Only)
September 10, 2012 (1:00pm Eastern)
CXPA Thought Leader Conversation: Doc Searls author of "The Customer as a God”
Moderators:Jeanne Bliss, Co-Founder & Vice Chair, CXPA, President, CustomerBliss
and Karl Sharicz, Manager, customer Intellegence, SimplexGrinnell
Presenter: Doc Searls
Jeanne Bliss and Karl Sharicz welcome special guest Doc Searls, author of The Cluetrain Manifestoand most recently the Wall Street Journal essay "The Customer as a God" appearing in the July 21, 2012 U.S. edition. They discuss the article as well as Mr. Searls findings and work while running ProjectVRM at the Berkman Center for Internet and Society at Harvard University.
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here to listen to the recording. (Members Only)
September 5, 2012 (1:00pm Eastern)
CXPA Freshman Series Webinar: Starting Out on a CX Journey
Presenter: Diane Magers
Moderator: Kim Proctor, Customer Experience Consultant, Customers That Click
This webinar will kick off a series of calls and content geared towards professionals just starting out on the Customer Experience journey. Here from Diane Magers on on what you should consider and the important steps to take when kicking off a Customer Experience program.
Click here to listen to the recording and view the presentation. (Members Only)
August 16, 2012 (1:00pm Eastern)
CXPA Webinar: Customer Experience – Breaking Best Practices
Speaker: Jamie Ziegler, Vice President of Customer Advocacy at VMware
In 1998, Jamie opened "the office of customer advocacy" for J.D. Edwards, a $1B enterprise software firm. She went on to consult on customer and partner loyalty working with clients such as IBM, EMC and HP. Over the years, she has seen many executive results presentations turn sour . . .not due to lack of content . . But lack of story and audience awareness. In this presentation she will cover how to energize the e-staff.
Key learning points:·
- What Motivates Leaders to Motivate Others
- How We See Data
- How to Effectively Use Data to Tell a Story
- How Changing the Game Will Reawaken Your Leadership
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here to listen to the recording and view the presentation. (Members Only)
July 31, 2012 (1:00pm Eastern)
CXPA Webinar: Customer Experience Transformation: Turning Platitudes into Profits in B2B Markets
CXPA Host: Mike Kanazawa, Co-author, Big Ideas to Big Results
Guest: Mike Benjamin, VP Offshore Operations, TD Williamson
Mike Benjamin, VP of Offshore Operations at TD Williamson, will describe how he and Mike Kanazawa are collaborating to accelerate profitable growth through a customer experience transformation. They will share insights about the tools and approaches required to bring strategy, technology, marketing, sales and field operations teams into a shared commitment to deliver new value to customers and translate that into actionable plans that generate new growth and profit improvement.
Key learning points include:
• Using customer needs maps to build shared vision and leadership alignment
• Building ownership at all levels to execute CE initiatives such as go-to-market tactics, product design and service delivery
• Integrating the tools of Customer Needs Maps, VoC, and Journey Mapping for systemic and strategic change
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here to listen to the recording and view the presentation. (Members Only)
July 26, 2012(1:00pm Eastern)
CXPA Webinar Sponsored by Clarabridge: Building a Successful Customer Experience Organization Inside a Fortune 1000 CompanySpeakers:
Jeff Mango, Vice President, Operational Excellence & Process Transformation, Verizon
Lorraine Schumacher, Director of Operations, Operational Excellence & Process Transformation, Verizon
Jason Schneider, Vice President, Enterprise Sales, ClarabridgeThis webinar will take attendees on a journey from learning how to structure a successful organization, forge a strong bond with necessary IT teams, what technology is critical to understand how to capture and utilize the Voice of the Customer and some real life example of use cases. The presentation will cover how to build from the ground up, lay infrastructure, outline efficient processes, forge stakeholder relationships and create early success. The best practices shared will allow firms to achieve long term goals and ultimately embed Customer Experience (CX) into the culture of their large enterprise.
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here to listen to the recording and view the presentation. (Members Only)
June 27, 2012(1:00pm Eastern)
CXPA Webinar Sponsored by Vivisimo: Retaining & Sharing Knowledge to Build a Rich Customer Experience
Speaker: Tracey Mustacchio, VP of Marketing, VivisimoToday's multi-channel market demands that we share customer data across all customer touch-points so our customer facing professionals can engage customers with intelligent conversations. With so much data flowing through the organization providing the immediate visibility to relevant customer data is a daunting challenge.
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here to listen to the recording and view the presentation. (Members Only)
June 7, 2012(1:00pm Eastern)
CXPA Webinar: Customer Experience Journey MappingSpeaker: Karyn Furstman, VP, Customer Experience at Safeco Insurance, a Liberty Mutual Company
Karyn Furstman, VP of Customer Experience at Safeco Insurance, a Liberty Mutual Company, will guide you through the process that Safeco has now used in both their B-C environment (with policyholders) and B-B environment (with agents). She will share the process, what she has learned, and how Safeco is embedding this practice as a repeatable process for experience improvement and experience differentiation.
Key learning points
• How to honor and incorporate previous work done on customer mapping
• Engaging employees in the process
• Leadership engagement
• Customer validation
• Connecting outcomes to culture change and operations
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here to listen to the recording and view the presentation. (Members Only)
May 24, 2012(1:00pm Eastern)
CXPA Webinar: The Challenge of Success; Influencing Leadership for the Long HaulHosted by: Dawn Gregory,Managing Partner / Principal Consultant, Synergy Solutions Group
Presenter: Tracie Scott, Director of CX Insights Architecture & Analytics, SymantecTracie Scott, Director of CX Insights Architecture & Analytics at Symantec, has been a part of a continuously growing customer experience program for five years, encountering many barriers and challenges along the way. She will discuss some of the issues and solutions around culture and leadership that Symantec has faced as their Loyalty program has matured. The solutions will be presented in a ‘Influencer’ framework that can be used by any Loyalty program to maximize the impact of efforts across multiple levels in the organization.
We will discuss the following challenges and how they were met:Varying stages of maturity of stakeholders relative to Loyalty efforts Loyalty metrics hijacking attempts to have pet projects approved Shifting long-held product- and revenue- centric behavior to Customer-centric behavior Dealing with emerging demands with the same people, budget, systems, and resources Accomplishing results through influence
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here to listen to the recording and view the presentation. (Members Only)
April 24, 2012(1:00pm Eastern)
CXPA Webinar: Transforming Customer Experience through Behavioral Analytics Presented by CXPA Silver Sponsor: Mattersight
Speaker: David Gustafson, Vice President of Marketing and Product Management for Mattersight CorporationUnderstanding and influencing customer behavior has a significant impact on the overall success of any company, as every interaction has the potential to impact customer loyalty and lifetime value. Leaving customers with poorly handled and frustrating experiences can lead to unsatisfied customers, lost customers and declining sales. But what if this problem could be solved by capturing and analyzing customer and employee interactions, turning this information into meaningful, actionable business insight – improving customer service, retention, sales and the overall customer experience?
During this webinar, David Gustafson, Vice President of Marketing and Product Management for Mattersight Corporation, will walk through case studies discussing how Behavioral Analytics has enabled a large property and casualty insurance company and a healthcare company to:
- Predict future customer outcomes, such as customer satisfaction and attrition likelihood
- Increase customer satisfaction scores by 10% in less than 6 months through performance management
- Drive significant operational improvement through predictive routing – pairing each customer with the optimal agent to handle their call
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here to listen to the recording and view the presentation. (Members Only)
April 19, 2012(12:00pm Eastern)
CXPA Webinar: Secret Culture Weapon of the Customer Experience Officer: The Customer Room
Presented by: Jeanne Bliss, Sherry Lear Park & Ingrid Lindberg
Ingrid Lindberg, who has been the Customer Experience Officer at Cigna and Prime Therapeutics, Sherry Lear-Park, Vice President of Donor Experience at St. Jude’s Children’s Hospital and Research Center and Jeanne Bliss will unlock how to set up and facilitate the process for the Customer Room, to enable:
-Active leadership engagement
-A process for new hire culture embedding
-Driving customer experience accountability
-Establishing passion and a common language for customer experience across your operation
Click here to listen to the recording and view the presentation. (Members Only)
April 5, 2012(1:00pm Eastern)
CXPA Webinar Sponsored by SAS Institute, Inc.: Harness the Power of Unstructured Data to EnhanceCustomer Experience
Hosted by: CXPA Gold Sponsor: SAS Institute Inc.Speakers: Wilson Raj, Global Customer Intelligence Director, SAS, & Barb Buettin, Director of CRM – Enterprise Information Management for Chico’s FAS
The prevalence of online processes for just about everything a company does, along with the advent of social media have created both challenges and opportunities for companies to manage the customer experience. Customers interact with your organization across multiple channels, and the best clues to those experiences can often be locked in unstructured data, such as in internal comment fields, call center transcripts, and even social media posts/tweets.
Using smart analytics, such as text analysis and sentiment analytics, companies can harness this rich store of unstructured data and combine it with traditional data sources for valuable insights. Leading companies like national clothing retailer Chico’s use that data to understand online and in-store behavior, along with many other insights to improve the many ways their customers experience the Chico’s brands. Join Wilson Raj from SAS and Barb Buettin from Chico’s in an engaging discussion of best practices and real-world examples that show the power of unstructured data in enhancing the customer experience.
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here to listen to the recording and view the presentation. (Members Only)
March 20, 2012(1:00pm Eastern)
Connecting Business Outcomes to Customer Experience Efforts
Hosted by: Bruce TemkinA successful approach to customer experience is one that is closely aligned with an organization’s overall business goals. Once a CX team selects the right success metrics that support that alignment, they need to link those measures to the customer experience. One way EMC is doing so is journey mapping. In this CXPA webinar, EMC Vice President of Customer Quality, Jim Bampos will discuss how the company is beginning to link improvements to customers’ experiences at specific moments of the customer journey with business performance improvements.
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here to listen to the recording and view the presentation. (Members Only)
February 13, 2012(1:00pm Eastern)
CXPA Webinar: Blending Operational and Customer Metrics
Hosted by: Bruce Temkin
Bruce Temkin will host the webinar and share some results from recent Temkin Group research on how companies use customer experience metrics. Ian Golding will provide insights into how Shop Direct uses Operational Measures Index ("OMI") to track internal operations and Customer Satisfaction Index ("CSI") to track customer feedback. Ian will explain how the Shop Direct operationalizes the use of its OMI and CSI.
Click here to listen to the recording and view the presentation. (Members Only)
September 13, 2011(1:00 Eastern)
CXPA Webinar: The Art and Science of Customer Experience Mapping: Establishing the Framework for Your Experience Transformation
Hosted by: Bruce Temkin
This webinar will provide insight into best practices for using customer journey maps, a key tool in the customer experience management arsenal. Hear about the customer journey mapping experiences of two practitioners: Kathy Dunmire, Vice President of Product Management at Blue Cross Blue Shield of Minnesota and Rod Butcher, Head of Customer Experience and Insight, Aviva Group.
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here to listen to the recording and view the presentation. (Members Only)
August 11, 2011(1:00 Eastern)
CXPA Webinar: Gaining Customer Insights From Unstructured Data
Presented by: Bruce Temkin
Voice of the customer programs and other customer insight efforts have traditionally been built around solicited, structured sources like multiple choice questions on surveys. But times are changing. Customer insights will increasingly come from unstructured and even unsolicited data sources like social media, call center records, and open-ended comments. Speakers from Clarabridge and Vivisimo will share their expertise on this topic as we explore best practices in gaining customer insight through unstructured data.
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here to listen to the recording and view the presentation. (Members Only)
July 27, 2011 (1:00 Eastern)
CXPA Webinar: Role of the CCO / CXO: Success Factors, Actions and Roadmap Presented by: Jeanne Bliss
If you currently hold the Chief Customer Officer (CCO) position, aspire to it, or are working to define this role for your organization; this webinar is for you. This hour gives you an overview of the role of the Chief Customer/Experience Officer (CCO/CXO) to enable you to advance the role in your organization or prepare for the role. It will cover core competencies for leading the work, most successful staging of the work of a CCO, and unveiling the operational and cultural actions foundational to success in this role. Susan DeLaney, Vice President of Global Customer Experience, UPS will be joining Jeanne
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here to listen to the recording and view the presentation. (Members Only)
June 27, 2011(1:00 Eastern)
Connecting Customer Experience And Loyalty: Making The Business Case
Presented by: Bruce Temkin
How does customer experience connect to loyalty? Find out about research showing the connection between customer experience and loyalty and learn how some companies makethe case for their customer experience investments. Also, Jennifer Bodzinski from EMC will share how they make the case for their customer experience efforts.
Click here to listen to the recording and view the presentation. (Members Only)
Not a member?Join Now!
June 14, 2011 (1:00 Eastern)
CXPA Webinar: What is the Customer Experience Professionals Association?
Presented by: Bruce Temkin and Jeanne Bliss
Join the CXPA co-founders to learn more about CXPA and how you can be a part of the only global professional association dedicated to advancing the practice of customer experience management by becoming an Individual Member of CXPA.
June 6, 2011
CXPA Webinar: The Future Of Customer Experience Management: Q&A With CXPA Leaders
Presented by: Bruce Temkin and Jeanne Bliss
CXPA co-founders share their overview of the customer experience industry and provide their thoughts about where the profession is heading.
Click here to listen to the recording and view the presentation. (Members Only)
Not a member? Join Now!
April 27, 2011
CXPA Webinar: CXPA Launch News Briefing
Presented by: Bruce Temkin and Jeanne Bliss
CXPA co-founders Bruce Temkin and Jeanne Bliss detail the formation of the new Customer Experience Professionals Association.
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