Featured Resources

Getting Your CX Program Unstuck: 3 Secrets From the Trenches

Thursday, Sept. 27, 2018, 2017; 10-11 a.m. PT (1-2 p.m. ET)

Is your program stalled or struggling to show benefits that the CFO will understand? Assessing the state of your CX program is a critical step in understanding where you are now, where you need to get to, and the best next steps to take your program forward.

Join this webinar to get the secrets to success from CX veteran Sarah Simon, Senior Director, CX Consulting at Confirmit. Join us to learn:

• How to develop a CX strategy that gives a clear "why and how" to corporate stakeholders.
• Why it's critical to integrate business data with Voice of Customer data to answer the "so what" question.
• How to show the value of your CX program to senior executives and key stakeholders, to ensure lasting support.

Speaker:

Sarah Simon
Senior Director, Customer Experience Consulting
Confirmit

How to Drive CX ROI with a Connected Service Experience

Thursday, July 26, 2018, 2017; 10-11 a.m. PT (1-2 p.m. ET)

Delivering an end-to-end customer experience (CX) is challenging. Your customers expect an effortless, connected experience. Most top management teams want tangible financial results from a CX program.

Customer service is where you can show improved customer experience results in a real, measurable return on investment. Join to learn:

• The role of journey mapping in identifying and fixing customers’ points of friction
• Aspects to consider when calculating the expected ROI of a connected service experience
• Tips for getting support from management and buy-in from other teams in your organization

Speakers:

Paul Selby
Product Marketing Director, Customer Service Management
ServiceNow

Landon Cook
Director of Customer Service
Tennessee Department of Human Services