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Webinars

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

 

Tuesday, November 4, 2014 1:00 p.m. EST

Webinar presented by Medallia: The Link Between Customer Experience and Revenue

The Link Between Customer Experience and Revenue

Presented by CXPA Silver Sponsor:

Speaker: Peter Kriss, PhD. Senior Research Scientist at Medallia

How strong is the link between the experience customers have with your brand, and what they end up spending?

It’s a question many executives ask — without getting satisfying answers.

Medallia’s Senior Research Scientist, Peter Kriss, sought to change this, and his work has just been published in a Harvard Business Review post titled "The Value of Customer Experience, Quantified.”

He demonstrates how by leveraging the right customer data, organizations can finally start measuring the revenue value of their customer experiences. This analysis has the power to convert CX non-believers inside of organizations, and to help businesses better strategize the way they invest in customer experience improvements.

But don’t take our word for it. We want Peter to tell you about it himself. Join him for a webinar that will shed further light into his research and findings — and for a chance to ask him your questions.

In this webinar, Peter will explore:

  • How to quantify the linkage between customer experience and financial outcomes
  • How to tailor your analysis to transactional, subscription-based, and B2B customer relationships
  • And the data you need to get started in your business

Register today

 

Past Webinars

 

Thursday, October 23, 2014 1:00 p.m. EST
CXPA Webinar Sponsored by Verint: Taking Your CX Program to the Next Level
What Every Practitioner Needs to Know About Taking Their CX Program to the Next LevelPresented by CXPA Gold Sponsor:

  • Is your CX program stuck in first gear?
  • Are you having trouble getting key stakeholders to make operational changes based on CX data?
  • Would you like to know how other organizations have taken their program to the next level?

If you answered "Yes” to any of these questions, then please join CenturyLink’s Vice President, Business Customer Experience Jon Windley and Verint’s Customer Experience Practice Leader, Brian Koma for an informative webinar on October 23rd where we’ll explain how you can move your CX program forward, get buy-in from key stakeholders, and kick your program up a notch.

In this session, you’ll learn how one of the world’s largest telecommunications companies has transformed its customer experience program to generate real return on investment through stakeholder involvement, an innovative internal NPS program, and a variety of other leading edge approaches.

We hope you can participate in this informative session.

View the replay of this webinar


Wednesday, August 20, 2014 1:00 p.m. EST
CXPA Webinar: Customer Advisory Panels; Shifting the Enterprise from Traditional Surveys to Integrated Panel Management

Host: Desirree Madison-Biggs, CXPA Board Member

Speaker: Jeremy Whyte, Oracle

Event Details: Jeremy Whyte is Senior Director, Customer Feedback and Response Programs at Oracle, where he is responsible for managing a suite of customer experience (CX) programs designed to optimize customer success, loyalty and referenceability. A published author and recognized presenter in the CX space, Jeremy has sold and implemented numerous CX solutions, integrated them with CRM, Business Intelligence, social and text analytics systems, and consulted with several companies establishing world-class CX programs over the past 15 years. In this session, Jeremy will discuss how Oracle has shifted to an integrated panel management strategy to better engage customers, increase customer choice and response rates, communicate the impact of response initiatives, and counter industry challenges that hinder the success of traditional survey programs.

Key Learning Points:

  • The need to evolve from surveys to panels
  • The benefits of "panel jumping” and "panel buffets”
  • The business and customer impact
  • Lessons learned

View the replay of this webinar

 

Thursday, August 14, 2014 1:00 p.m. EST
Convergys: Using NPS© in Service: 5 Tips to Succeed

Speaker: John Georgesen, Ph.D., Senior Director at Convergys Analytics

Summary: Ever wonder why your NPS metrics differ by survey program or business unit? Still facing internal executive challenges as a result? If you said yes, you’re not alone. It’s not unusual for loyalty metrics like NPS to show different data patterns, particularly when applied to customer service. But that’s not always bad since, by their very design, different survey programs are supposed to measure different things.

NPS is a powerful metric when used appropriately but there are several unexpected pitfalls to avoid. In an era of executive compensation and extreme metrics scrutiny, it’s important to know when to leverage NPS as well as how to use it in a service environment.

View the replay of this webinar

 

Friday, April 25, 2014 12:00 p.m. EST
CXPA Webinar: Knowing your Customer - EMC/IIG approach to a comprehensive customer view

The grand vision behind the EMC IIG Business Operations "Customer 360" system is to have a "one stop shop" for all data related to our customers. We want to support a customer-centric culture and this system was created to consolidate the many silos of data in a way to make it accessible by all internal stakeholders. The big idea is to enable true "customer intelligence" by giving stakeholders a three hundred and sixty degree view of our customers.

Click here to view the replay of this webinar.

 

Thursday, April 3, 2014 2:00 p.m. EST
CXPA B2B Webinar: Ciena

Guest: Sandra Fornasier, Customer Advocacy Director, Ciena

Host: Jim Bampos, Upland Software

Join us for our quarterly B2B webinar with special guest Sandra Fornasier, Customer Advocacy Director, Ciena. She’ll share the journey her company has taken over the past year and the incredible transformation that has occurred.

Click here to view the replay of this webinar.

 

Wednesday, April 2, 2014 12:00 p.m. EST
Certified Customer Experience Professional Webinar

Speaker: Parrish Arturi, Vice Chair of the CXPA and Senior Vice President of Customer Experience at Fidelity Investment

Summary: Learn more about the CCXP Program.

Click here to view the replay of this webinar.

 

Wednesday, March 5, 2014 2:00 p.m. EST
CXPA Webinar: Building Momentum and Engagement Without Breaking the Bank

Host: Desirree Madison-Biggs, Symantec

Speaker: Nancy Flowers is the Vice President of Client Engagement at Hagerty

Summary: Nancy Flowers is the Vice President of Client Engagement at Hagerty, the leading insurance agency for collector cars and classic boats in the world. Recently featured in a Temkin Group Insight Report titled "Blueprint for a Successful CX Organization”, Nancy and her team have been championing client engagement since 2008. They operate on a version of the Nike motto – "Just do something.” Sometimes the experiments work and sometimes they don’t. She will share examples of both, as well as, how to gain momentum early on and keep it for years to come. Employee engagement has been critical at Hagerty. Nancy will highlight unique ways to engage employees in a VoC program and in creating and designing ways to connect with clients.

Click here to view the replay of this webinar.

 

Tuesday, January 28, 2014 11:00 a.m. EST
Confirmit: Voice of the Customer; Execution over Analysis

Speakers:

  • Simon Leech, Sr. Vice President, Operations Development at AIG
  • Annette Gleneicki, Director, Customer Experience Management at Confirmit

Summary: You’ve listened to your customers, calculated your scores, and analyzed the data to death. Now what?
Join Simon Leech, Sr. Vice President, Operations Development at AIG, and Annette Gleneicki, Director, Customer Experience Management at Confirmit, as they discuss the approach to overcoming analysis paralysis. The discussion will focus on taking action and improving the customer experience, in addition to the 10 VoC lessons that AIG learned along the way.

Click here to view the replay of this webinar.

 

Wednesday, December 18, 2013 2:00 p.m. EST
CXPA B2B Webinar: B2B Voice of the Customer; Growing Relationships for Generations

Speaker: Erin Wallace, Global Manager, Customer Experience, John Deere

Summary: John Deere's global voice of customer worksystem engages end-use customers to understand their experience with the brand, product solutions and the dealer channel. In a B2B environment, engaging the channel in listening, analyzing and acting is key to delivering on our promises to our customers. This case study will provide examples of the process that Deere uses, as well as proven tools and approaches such as:

  • Listening Post Design
  • Analytics & Action Methodology
  • Closed Loop Process
  • CEM Framework
  • Creating Accountability in the Channel
  • CX Playbook

Click here to view the replay of this webinar

Thursday, December 12, 2013 2:00 p.m. EST
CXPA Show and Tell Webinar: The Key Elements of a Customer-Centric Enterprise Social Network

Guest: Reginald Chatman, Director, Customer Advocacy/Experience, SanDisk

Facilitator: Kim Proctor, Digital CX Consultant, Customers That Click

Summary: Use this opportunity to ask Reginald questions about building an internal social network to fuel your Customer-Centric efforts. Review his CX Tool and come prepared, or he'll walk you through the major elements and considerations on the webinar. Using an enterprise social network helps socialize customer feedback, key customer metrics and increases the customer-focus of your employee base. This is a great solution especially if you have a workforce distributed in multiple locations.

Click here to view the replay of this webinar

Thursday, December 5, 2013 2:00 p.m. EST
Proven ROI Models; Driving and Proving the ROI of CX Initiatives

Host: Jim Bampos, Upland Software

Speakers:

  • Pat Gibbons, Principal/SVP at Walker Info
  • Mark Ratekin, Senior VP, Walker Information

Summary: CX leaders are charged with proving a return on their initiatives. This webcast will share several effective models for forecasting, measuring, and validating the proven business benefits of customer experience.

Click here to view the replay of this webinar.

Thursday, November 14, 2013 11:30 a.m. EST / 08:30 a.m. PT
Confirmit: Leading the Customer Experience (CX) Revolution in Your Organization; Providing You with Tools and Techniques to be a CX Leader!

Speakers: Seth W. Hall, Vice President, Customer Service at Philadelphia Insurance Companies, Stacey Nevel, Director, Customer Experience Management at Confirmit

Summary: CX Leaders in Voice of the Customer measurement, process and practice outperform CX Laggards.

There, we said it.

Intuitively, we know this already. CX industry professionals have proven it through studies of financial performance and stock prices. But how do we help our organizations become one of those 'CX Leaders' we keep hearing so much about? How does that theory relate to our everyday practice?

Join Seth W. Hall, Vice President, Customer Service at Philadelphia Insurance Companies, and Stacey Nevel, Customer Experience Management at Confirmit, as they discuss methods for jumpstarting a new or maturing survey program and engaging (or re-engaging) your organization to foster a VoC ready culture. The discussion will share real-world examples of strategies and lessons learned along the CX journey, including a glimpse into the planning process, outcomes and plans for closing the loop on the original CX business case with real ROI evidence.

Click here to view the replay of this webinar.

Friday, November 1, 2013 1:00 p.m. EST / 10:00 a.m. PT
CXPA Show and Tell Webinar: Create and Implement a Front Line Advisory Group

Guest: Kelly J. Ohaver, Client Experience Manager, City of Centennial, Colorado

Facilitator: Kim Proctor, Digital CX Consultant, Customers That Click

Summary: Use this opportunity to ask Kelly questions about building and implementing an internal front line advisory group. Her team has found great benefits from this approach including developing champions for customer experience improvements and bridging the gap between contractors and employees.

Review her CX Tool and come prepared, or she'll walk you through the major elements and considerations on the webinar. Front line staff are uniquely qualified to think through the eyes of the customer, because they have close, daily contact with customers. Developing and running a front line advisory group can assist your organization in generating creative ideas with positive benefits for your customers.

Kelly works for the City of Centennial, Colorado. They are a very innovative city government with many functions outsourced to contractors.

This webinar is great for anyone with outsourced team members, who works in the public sector or any sector and wants to energize front line staff and leverage what they know to improve the customer experience.

Thursday, November 7, 2013 (1:00pm Eastern)
SDL: CX Playbook; Successful, Data-Driven Strategies

Guest: Liz High, SDL, Senior Director of Innovation and Services

Summary: There is no easy way to gauge how successful a product will be when it is launched into the market. In fact, it is quite difficult to understand the nuances of product expectations, brand affinity, and campaign messaging that all contribute to the success of a new product.
Using an example of the technology rivalry between the holiday season launch of Microsoft's Xbox One, Sony's PlayStation 4 and Nintendo's Wii U, Liz high will provide attendees a Customer Experience Playbook that explains a data-driven approach to:

  • Designing a successful customer experience, pre-launch, in order to maximize the launch potential of new brand or product
  • Identifying and removing barriers customers encounter throughout the purchase journey that either hinder or enable successful product launches
  • How to leverage past performance in order to predict pending success

Click here to view the replay of this webinar.

Wednesday, October 9, 2013 (1:00pm Eastern)
CXPA Show and Tell Webinar: Customer Experience Quality Index

Guest: Chuck Berman, Sage
Facilitator: Kim Proctor, Digital CX Consultant, Customers That Click

Summary: Now is the time ask the questions you have about this new CX Tool the "Customer Experience Quality Index" posted by Chuck Berman of Sage one of our two 2013 CX Innovation Award winners. Looking for a new metric for your CX work? Maybe this is it! Learn how to express your customer's success, loyalty, satisfaction and overall experience through one single score that takes into account scaled and weighted measurements of multiple attributes. Take a look at the CX Tool and bring your questions!

Click here to listen to the recording.

Thursday, September 26, 2013 (1:00pm Eastern)
Verint: Nurturing Customer Loyalty for Life?

Speakers:

  • Carlos Herrera, Global Customer Loyalty Leader, Life Technologies
  • Nancy Porte, VP Customer Experience, Verint

Summary: Today, organizations are striving to support the customer experience and use it to grow tangible value. Successful programs are investing in voice of the customer strategies and increasing loyalty, driving revenue and improving efficiency.

As the global customer loyalty leader for Life Technologies, Carlos Herrera is laser-focused on delivering exceptional customer experiences. How does he ensure that Life Technologies' customers are satisfied with their products and services? Find out in this webinar where he will share some of his experiences building a Voice of the Customer program, including:

  • The role company culture and people play in developing a VOC program.
  • The tools used to collect data and measure what matters.
  • The value of benchmarking beyond your industry.
  • Lessons learned: what went well and pitfalls to avoid.

Research shows that customer experience drives real business value, so building a great customer experience is not only important, it's essential.

Click here to view the replay of this webinar.

Wednesday, September 25, 2013 (12:00pm ET)
The Power of Customer Driven Banking with Barclaycard

Guest: Chris Farrell, Director Customer Experience, Barclaycard
Facilitator: Dawn Gregory, COO, Synergy Solutions Group

Summary: Learn how to influence your organization and transform an industry. Join us for an hour webinar to learn more on how 2013 CXPA Innovation Award finalist Barclaycard is implementing a customer driven banking model. Hear how they overcome challenges to gain adoption and determine ROI. You'll also gain insightful ideas for cross-functional involvement and see an example of a CX roadmap.

Click here to view the replay of this webinar.

Friday, September 20, 2013 (12:00 p.m. ET)
Confirmit: Driving Action and Results through CX Management; Best Practices and Real-Life Case Study

Speakers:

  • Annette Franz Gleneicki, Director, Customer Experience Management, Confirmit, Leader in solutions for Voice of the Customer, Employee Engagement and Market Research
  • Karl Sharicz, Customer Experience Lead, Tyco - SimplexGrinnell, Leader in life safety and property protection, part of Tyco

Summary: Although almost every organization on the planet seems to have a Voice of the Customer program, many of them still struggle with getting the right insights to the right people at the right time. The goal of a customer experience management program is to drive action, and even more importantly, drive results. If it doesn't, it has failed, regardless of how much effort you've put in collecting and reporting on customer feedback… To succeed you need to have the right foundations in place!
Join this webinar to hear our speakers discuss success factors, best practices and pragmatic examples:

  • Setting up or expanding a customer experience management program
  • Selecting the right metric(s)
  • Addressing customer expectations and needs
  • Driving executive engagement
  • Measuring Return on Investment

Click here to view the replay of this webinar

Tuesday, July 16, 2013 (2:00pm Eastern)
CXPA Thought Leader Conversation: Martha Rogers, Peppers & Rogers Group

 

Recognized for well over a decade as one of the leading authorities on customer-focused relationship management strategies, Martha Rogers, Ph.D., is an acclaimed author, business strategist and founding partner of Peppers & Rogers Group. She and founding partner Don Peppers have a new book out titled Extreme Trust: Honesty as a Competitive Advantage. During this Thought Leader Conversation hosted by Roberta O'Keith, CXPA Board Member and Customer Insights Leader at GE Energy and JP Kelly, Managing Partner at Ferrazzi Greenlight, we will discuss trust and transparency and how the two are interwoven. You can find an article from the Harvard Business Review quoting parts of the book here.

 

Click here to listen to the recording

 

Wednesday, July 10, 2013 (1:00 p.m.)
CXPA Show and Tell Webinar: The Dynamics of Customer Experience Journey Maps

 

Guest: Brian Gillespie, Principal, Service Design at Continuum
Summary: Brian will share a range of perspectives and practical tips on the planning, creation and use of journey maps. He has experience in creating integrated, multi-platform, multi-touchpoint customer experiences and has explored many facets of customer journey mapping.
Key Learning Points:

 
  • Planning: Setting clear goals, choosing the right journey map model, design research…
  • Implementation: Levels of experience mapping, journey maps and information design, persona-driven maps…
  • Results: Making maps actionable, socializing the journey map, the journey map as a service design toolkit…
 

Click here to listen to the recording

Thursday, June 27th, 2013 (12:00 p.m. Eastern)
Mattersight: Personality Matters; Optimizing the Customer Experience

Speakers: Mike Ashe, Vice President at Mattersight
Rhonda Hammond, Vice President Corporate Operations at TriWest Healthcare Alliance
Summary: Each person has different behavioral characteristics that define their world view, psychological needs and the way they interact with the world around them. The way they communicate and the language they use, on a second-by-second basis, are advertisements that provide a clear window into their personality and behavior. Knowing how important personality and behavior are to human interaction, behavioral connection can advance the customer experience to the next level.
In this case study, TriWest will present their approach and results from implementing Mattersight's Predictive Behavioral Routing Solution. Within 2 weeks of implementing, they measured the following results:
  • 68 seconds (64%) ATT savings during non-peak periods
  • 27 seconds (11%) overall ATT savings
  • Increase is customer satisfaction/experience Increase in FCR
  • Over 500% Return on Investment with break-even point in the 1st quarter of implementation
Click here to listen to the recording

 

Thursday, June 6, 2013 (1:00 p.m. Eastern)
"Zero-60 in 2.2 seconds; How to manage change and drive great customer experiences at the speed of light."

Guest: Melinda Gonzalez, Director of Customer Loyalty at Salesforce.com
Summary: Since joining Salesforce.com in 2004, Melinda has served in a number of customer advocacy roles – first working directly with customers to ensure successful implementation & adoption, then establishing a customer advocacy function within R&D Products, and most recently driving customer loyalty strategy using the Net Promoter methodology within the Customers for Life organization. Along the way, Melinda gained perspective of the varied business functions that impact customer experience and how they interact to drive long term loyalty. Melinda will share the techniques that have now become the "go to" resources in her change agent toolbox, which is based on a mix of "change management 101" and real world trial and error.

Key learning points:

  • Setting yourself up for success by gauging organizational readiness/maturity
  • Making significant impact as an "army of one" (or two or three)
  • Identifying opportunities to drive change organically vs. through operational strategies
  • Knowing your strengths, knowing where you get personal satisfaction, defining success
Click here to listen to the recording

Wednesday, May 22, 2013 (12:30 p.m. Eastern)
CXPA Webinar: "Selling the Value of the Customer Experience; The First Step in Developing a Customer Focused Culture"

Guests: Karen Jenkins, Director of Marketing Communications and Brand Advertising at Kaiser Permanente, Georgia Region, Lauren Hammann, Sr. Manager of Member Retention and Loyalty at Kaiser Permanente, Georgia Region
Summary: Since joining Kaiser Permeanente, 3 years ago, Karen and Lauren partnered to educate the leadership team on the value and intrinsic needs of the member experience within the organization. Creating a new filter to view the customer experience and connect that to how a consumer views the brand was critical to creating a new customer focused culture. Through "selling" the value of the customer experience to senior leadership of the organization to implementing branding and engagement strategies that improved the end to end customer experience, the team has developed a plan to improve the way customers experience Kaiser Permanente. During the presentation they will share the road they have traveled to help make the organizational shift and help drive a revitalized customer focused culture.

Key learning points:

  • Understanding the critical key stakeholders needed for success
  • The critical importance of timing on buy in
  • Quantifying the value of the member experience
  • Identifying roadblocks to success – gaining buy in from the top
  • The importance of illustrating the current state
  • Breaking the historical paradigms
  • How customer experience helps differentiate the brand

Click here to listen to the recording


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, iProspect
Summary: 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, Zappos
Speaker: 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.

Replay of Webinar
View Presentation

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.
 
Click 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.

Replay of Webinar
View Presentation
 
 
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.

Click 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.
Click 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.
 
Click here to listen to the recording. (Members Only)
 
 
 
 
November 29, 2012 (1:00pm Eastern)
CXPA Thought Leader Conversation: Colin Shaw, Founder and CEO, Beyond Philosophy
Colin 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."
 
Click 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.
 
Click 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.
 
Click 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.
 
Click 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.
 
Click 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
 
Click 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.

Click 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
 
Click 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
 
Click 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 Company
Speakers:
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, Clarabridge

This 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.
 
Click 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, Vivisimo
Today'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.
 
Click here to listen to the recording and view the presentation. (Members Only)
 
 
Members only
June 7, 2012(1:00pm Eastern)
CXPA Webinar: Customer Experience Journey Mapping
Speaker: 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

Click here to listen to the recording and view the presentation. (Members Only)
Members only
May 24, 2012(1:00pm Eastern)
CXPA Webinar: The Challenge of Success; Influencing Leadership for the Long Haul
Hosted by: Dawn Gregory,Managing Partner / Principal Consultant, Synergy Solutions Group
Presenter: Tracie Scott, Director of CX Insights Architecture & Analytics, Symantec

Tracie 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
 
Click here to listen to the recording and view the presentation. (Members Only)
 
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 Corporation

Understanding 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
Click here to listen to the recording and view the presentation. (Members Only)
 
 
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)

 

 
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.

Click here to listen to the recording and view the presentation. (Members Only)
 
 
Members only
March 20, 2012(1:00pm Eastern)
Connecting Business Outcomes to Customer Experience Efforts
Hosted by: Bruce Temkin

A 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.

Click here to listen to the recording and view the presentation. (Members Only)

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)

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.

 
Click here to listen to the recording and view the presentation. (Members Only)
 
 

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.

 
Click here to listen to the recording and view the presentation. (Members Only)
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

Click here to listen to the recording and view the presentation. (Members Only)
 
Not a member?Join Now!
 

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.

 

Members only
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.
Listen Now

 

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