Design Thinking is a secret ingredient of many successful organizations. Integrating DT with CEMMethod has produced remarkable results. In this deck we review the how with examples.
Business approaches to change can be complex and chaotic. Here however we take a different view - if there is one thing that could change everything what would that be? And yes there is! Review the short deck and gain access to a complimentary book, The Process Tactics Playbook (value $200 on Amazon).
Business has changed. It isn't about new rules - it is about a new game. The Customer Experience is the Process and evolving Outside In is a pre requisite to success. It is Six Sigma on Steroids.
Customer Experience Management (CEM) is the at the forefront of business success today, however many organisations struggle to reconcile customer journey mapping and process management/excellence. The two apparently opposing views of the organisation create a breakdown in understanding how to deliver and consistently apply CEM to win the triple crown - lower costs, increase revenues and enhance service simultaneously.
CEM when applied correctly delivers the promise and provides a unified view of the organisation - from both the customer and the internal perspectives. You can see this in half a dozen slides, and share with colleagues who are passionate about deliver business success.
Planning Your Conversion Optimisation for 2017 PRWD
Planned your CRO strategy for 2017 yet?
In this presentation Paul Rouke (CEO and Founder, PRWD) and Sushant Sharma (Marketing Manager, VWO) share what are the essential elements for successful CRO and business growth in the new year.
Building a foundation of trust.
Business Ethics with strong foundation
We stand to follow all the business ethics to make sure we are building a strong foundation for rapid growth. We do not need to take any shortcuts which would infringe on the ethics.
Design Thinking is a secret ingredient of many successful organizations. Integrating DT with CEMMethod has produced remarkable results. In this deck we review the how with examples.
Business approaches to change can be complex and chaotic. Here however we take a different view - if there is one thing that could change everything what would that be? And yes there is! Review the short deck and gain access to a complimentary book, The Process Tactics Playbook (value $200 on Amazon).
Business has changed. It isn't about new rules - it is about a new game. The Customer Experience is the Process and evolving Outside In is a pre requisite to success. It is Six Sigma on Steroids.
Customer Experience Management (CEM) is the at the forefront of business success today, however many organisations struggle to reconcile customer journey mapping and process management/excellence. The two apparently opposing views of the organisation create a breakdown in understanding how to deliver and consistently apply CEM to win the triple crown - lower costs, increase revenues and enhance service simultaneously.
CEM when applied correctly delivers the promise and provides a unified view of the organisation - from both the customer and the internal perspectives. You can see this in half a dozen slides, and share with colleagues who are passionate about deliver business success.
Planning Your Conversion Optimisation for 2017 PRWD
Planned your CRO strategy for 2017 yet?
In this presentation Paul Rouke (CEO and Founder, PRWD) and Sushant Sharma (Marketing Manager, VWO) share what are the essential elements for successful CRO and business growth in the new year.
Building a foundation of trust.
Business Ethics with strong foundation
We stand to follow all the business ethics to make sure we are building a strong foundation for rapid growth. We do not need to take any shortcuts which would infringe on the ethics.
A well executed customer experience program will bring value. Seeing this value isn't always intuitive. Join McKinsey & Company consultants, Alex Rawson and Joel Maynes as they show how to link value to customer experience to deliver stacked wins.
Creative operations is the same as any other operationally-focused discipline. It looks at how things are today, how they can be managed and measured, and then it looks to improve the process.
Find out how to develop a balance between UX design and business objectives to ultimately create websites that are a pleasure to use but are also profitable.
From in-depth user research to persuasion and psychology, PRWD's Senior UX Designer Phil and Senior Optimisation Strategist Emma provide insight into their successful methodology with real life case studies and actionable takeaways to help you optimise your design processes.
From Customer Success Summit 2017 - Sylvie Woolf, Director of Client Service at ClearCompany, discusses "Creating a Product Communication Loop".
Learn more about Customer Success Summit: http://customersuccesssummit.com
Totango is the leading enterprise- grade customer success platform that helps recurring revenue businesses proactively impact business outcomes with customer success. With solutions to empower Customer Success Teams or entire companies, Totango enables everyone to participate in customer success.
Learn more at www.totango.com.
The Four Steps to Digital Transformation - PRWD Founder & CEO Paul RoukePRWD
At Integrated Live 2016 PRWD Founder & CEO presented the Four steps to digital transformation. Paul has worked in digital transformation since his 1st role in the digital industry in 1999, were he became the 1st web designer at Shop Direct, now a multi-billion UK retailer. In this presentation Paul shares client stories in digital transformation from brands Schuh, Skyscanner, Moss Bros, AO.com and Wilko
Delivering a Client-Centric Culture in Professional ServicesQualtrics
Having a client centric approach is vital for business. When you have a close relationship with clients, and provide multiple services to them, both parties benefit— cost of delivering services decreases and time in acquiring services is shortened.
Customer centricity is about understanding what the clients business drivers are; to walk in their shoes; to then enable you to evaluate the best mix of solutions you have within your capability, in order to help meet those business needs.
This presentation will dive deeper into client centricity and culture in professional services.
Automation: the digital transformation acceleratorsaastr
As organizations race to achieve relevance and a competitive edge in the digital era, automation is fueling the fight. Join PagerDuty’s CEO, Jennifer Tejada, as she discusses the need for agility and innovation and how automation is aiding adaptability and allowing enterprises to surge ahead.
The Product Journey: How to Evaluate and Implement Customer Feedback Into You...Aggregage
This interactive session, Hannah Chaplin and Rebecca Notte will share their experience of building product roadmaps that align with company goals while also ensuring that customers are truly heard.
Building a ProACTive Customer Success Team in the age of “Reactive by Default”Customer Growth Advisors
Creating customer fans can be achieved by switching out of the default reactive state to a proactive state of mind. Find out how to drive customer success by way of these three key components (1) onboarding, (2) ongoing success (3) support.
Originally presented at the CS100 Summit 2016.
Establishing a working relationship between customer success and sales is essential for effective customer interaction. Communication, automation, and monitoring the transactions are all key components for smooth transitions and collaboration.
Originally presented at Pulse 2016.
SaaS.City Customer Success Bootcamp at SaaStock 2017SaaStock
Presentation by Dan Steinman, Head of EMEA at Gainsight, David Apple, VP of Customer Success at Typeform, and Cristina Georgoulaki, Head of Customer Success Management at Typeform
How To Demonstrate The Value Your Customer Is ReceivingAmity
How do your customers realize your value? They don’t... unless you tell them.
Whether it’s a formal Quarterly Business Review or a quick weekly update email, the art of demonstrating your value is an important part of the Customer Success process.
In this webinar you will learn:
- What types of data customers want to know
- The frequency of updates
- The types of updates
When they are done well, Data-driven Value Updates are addictive. They keep people coming back.
Prioritization 301 - Advanced Roadmapping Class, Bruce McCarthyProductCamp Boston
Veteran Product Person Bruce McCarthy's funny and insightful presentation on how to make fanboys out of all your stakeholders by using objective criteria to prioritize your requirements and drive consensus.
As seen at ProductCamp Boston, June 2012.
Visit www.reqqs.com/resources for a Scorecard template in Excel and information on Reqqs - The Smart Roadmap Tool for Product People.
mSurvey is hosting Africa's first ever NPS Executive Masterclass on 5th & 6th December presented by Richard Owen, co-creator of NPS, former CEO at Satmetrix and published author in Customer Experience. Learn how leading global brands such as Apple and Sony use NPS to build their brand loyalty and revenue. Register today https://nps.msurvey.co.ke/
A well executed customer experience program will bring value. Seeing this value isn't always intuitive. Join McKinsey & Company consultants, Alex Rawson and Joel Maynes as they show how to link value to customer experience to deliver stacked wins.
Creative operations is the same as any other operationally-focused discipline. It looks at how things are today, how they can be managed and measured, and then it looks to improve the process.
Find out how to develop a balance between UX design and business objectives to ultimately create websites that are a pleasure to use but are also profitable.
From in-depth user research to persuasion and psychology, PRWD's Senior UX Designer Phil and Senior Optimisation Strategist Emma provide insight into their successful methodology with real life case studies and actionable takeaways to help you optimise your design processes.
From Customer Success Summit 2017 - Sylvie Woolf, Director of Client Service at ClearCompany, discusses "Creating a Product Communication Loop".
Learn more about Customer Success Summit: http://customersuccesssummit.com
Totango is the leading enterprise- grade customer success platform that helps recurring revenue businesses proactively impact business outcomes with customer success. With solutions to empower Customer Success Teams or entire companies, Totango enables everyone to participate in customer success.
Learn more at www.totango.com.
The Four Steps to Digital Transformation - PRWD Founder & CEO Paul RoukePRWD
At Integrated Live 2016 PRWD Founder & CEO presented the Four steps to digital transformation. Paul has worked in digital transformation since his 1st role in the digital industry in 1999, were he became the 1st web designer at Shop Direct, now a multi-billion UK retailer. In this presentation Paul shares client stories in digital transformation from brands Schuh, Skyscanner, Moss Bros, AO.com and Wilko
Delivering a Client-Centric Culture in Professional ServicesQualtrics
Having a client centric approach is vital for business. When you have a close relationship with clients, and provide multiple services to them, both parties benefit— cost of delivering services decreases and time in acquiring services is shortened.
Customer centricity is about understanding what the clients business drivers are; to walk in their shoes; to then enable you to evaluate the best mix of solutions you have within your capability, in order to help meet those business needs.
This presentation will dive deeper into client centricity and culture in professional services.
Automation: the digital transformation acceleratorsaastr
As organizations race to achieve relevance and a competitive edge in the digital era, automation is fueling the fight. Join PagerDuty’s CEO, Jennifer Tejada, as she discusses the need for agility and innovation and how automation is aiding adaptability and allowing enterprises to surge ahead.
The Product Journey: How to Evaluate and Implement Customer Feedback Into You...Aggregage
This interactive session, Hannah Chaplin and Rebecca Notte will share their experience of building product roadmaps that align with company goals while also ensuring that customers are truly heard.
Building a ProACTive Customer Success Team in the age of “Reactive by Default”Customer Growth Advisors
Creating customer fans can be achieved by switching out of the default reactive state to a proactive state of mind. Find out how to drive customer success by way of these three key components (1) onboarding, (2) ongoing success (3) support.
Originally presented at the CS100 Summit 2016.
Establishing a working relationship between customer success and sales is essential for effective customer interaction. Communication, automation, and monitoring the transactions are all key components for smooth transitions and collaboration.
Originally presented at Pulse 2016.
SaaS.City Customer Success Bootcamp at SaaStock 2017SaaStock
Presentation by Dan Steinman, Head of EMEA at Gainsight, David Apple, VP of Customer Success at Typeform, and Cristina Georgoulaki, Head of Customer Success Management at Typeform
How To Demonstrate The Value Your Customer Is ReceivingAmity
How do your customers realize your value? They don’t... unless you tell them.
Whether it’s a formal Quarterly Business Review or a quick weekly update email, the art of demonstrating your value is an important part of the Customer Success process.
In this webinar you will learn:
- What types of data customers want to know
- The frequency of updates
- The types of updates
When they are done well, Data-driven Value Updates are addictive. They keep people coming back.
Prioritization 301 - Advanced Roadmapping Class, Bruce McCarthyProductCamp Boston
Veteran Product Person Bruce McCarthy's funny and insightful presentation on how to make fanboys out of all your stakeholders by using objective criteria to prioritize your requirements and drive consensus.
As seen at ProductCamp Boston, June 2012.
Visit www.reqqs.com/resources for a Scorecard template in Excel and information on Reqqs - The Smart Roadmap Tool for Product People.
mSurvey is hosting Africa's first ever NPS Executive Masterclass on 5th & 6th December presented by Richard Owen, co-creator of NPS, former CEO at Satmetrix and published author in Customer Experience. Learn how leading global brands such as Apple and Sony use NPS to build their brand loyalty and revenue. Register today https://nps.msurvey.co.ke/
How to Create a Marketing Plan for Online Employee TrainingBizLibrary
I bet you didn’t think you’d need marketing skills when you joined the learning and development industry. No worries, we’re here to help. Ultimately, both marketers and learning professionals want their audiences to take some specific action. Whether you're trying to sell a product or convince an employee to use a new skill, you're trying to persuade someone to do something.
In this webinar we’ll provide:
• An overview of the implementation process of a new online learning platform
• How to develop a marketing strategy
• How to develop target audiences
• How to create a marketing plan
• Marketing methods and techniques that keep your employees engaged
www.bizlibrary.com
CEW 2018 Cape Town is the premier customer experience event available for Customer Experience professionals from around the globe. It draws together the best speakers, the top thought leaders and the key industry experts worldwide to bring you up to speed on Customer Success Programs, and the role customer success will play in it.
Join the CEW2018 Premier Customer Success Event with Master Class 31 July & 1 Aug, Embassy Hill, Cape Town
Customer success means business success
Many companies have OEM, Channel Partner Distribution models, or third party vendors to help them sell. In this presentation we share best practices and case studies from Kuehne Nagel, Atlas Copco, and Metso Mining.
TalentView Digital Demo Day: Building Graduate Recruitment Programs That Deli...TalentView
While we also want to thank the audience, let's still keep a standard on the copies for our assets
Need to attract graduate talents but don’t know where to start?
To attract new talents that will suit the job, there are certain factors you should consider like what satisfies them and what kind of working environment they are looking for.
In this 1 hour session, we discussed key strategies and best practices for creating an effective graduate recruitment program that can help you:
1. Understand graduate hires' preferences and priorities
2. Increase engagement with graduate talent
3. Innovate your program to attract and hire the best-in-class talent
Thank you to everyone who attended the Digital Demo Day! We hope that you found these discussion points insightful and useful for your own organizations.
We look forward to hosting more informative events in the future! #TalentViewLearning
For any questions or inquiries, email us at inquiry@talentview.com
Watch the replay recording here: https://www.talentview.com/digital-demo-day-building-a-graduate-recruitment-program-that-delivers/
Customer Experience Management Certified Process Professional training and ce...Lucy Paddy, MBA
If your organisation is moving towards becoming customer-centric, it is important that the entire organisation understands the fundamentals of what it means to put the customer at the centre of everything you do. Business processes are the DNA of the organisation, and should be the driving force behind any customer centric strategy.
For successful companies, sales training is not a “once in a year” affair. They recognize that learning needs to happen every day.
The market evolves. Competitors launch new products. The customer change preferences in a matter of weeks. Products change. New personnel take over.
The companies think: Can we have the extended field team skilling up every week? Can we have them go through a short burst (8 minute) training module every week - covering a product or a service or a critical skill?
Our experience proves that it is possible - under the right conditions.
Teams that have adopted to continuous learning have noticed 17% incremental premium mix and 7% incremental sales over teams that have not adopted the program*.
Profesionalism in efficient customer serviceTimothy Wooi
Course Objectives:
To be exposed to the importance of Professionalism for excellent customer service in the digital era.
To benchmark excellent professional customer service attitude as the foundation of an excellent customer service strategy making lasting first impression to significantly impact business success.
To understand the definition and the importance of customer service quality, strategies and skills and to apply them in providing an excellent customer service with professionalism.
To understand the Principles of an efficient customer service skills with 21 examples to develop from.
Virtual Assistant Training Course for Women Solopreneurs in Dubai Madina Akhmedova
Corporate career is not the only way to utilize your time and skills anymore! You can start your own small service business and work from home for local and international clients. Virtual Assistant industry is booming worldwide, more and more women transform their career every day and choose flexibility and freedom of working from their home at their own terms. We teach you the skills, business setup and strategies to land your clients. Offline training program in Dubai Media City.
Total Customer Focus: Changing customer relationships where it matters mostGlobal Partners Inc.
Total Customer Focus is a program that provides participants with the skills and capabilities to change their relationships with customers and capture these new opportunities. These changes in expectations and relationships between customers and suppliers require front-line people from Sales and Technical Service to fundamentally change the way they interact with customers. Those organizations that fail to equip their front-line people with the necessary skills and capabilities will be relegated to being commodity suppliers or worse. However, those who recognize and address these changes will capture new opportunities by leveraging their front-line to create significant value for their customers and their own organizations.
Customer Centricity has taken center stage for enterprises seeking to transform for the digitial age. Managing proactively Customer Experience wins the Triple Crown - Lower Costs, Higher Revenue and Enhanced Service concurrently.
BPGroups CEMMethod has now evolved to version 10. Catch the latest additions and innovations. Qualifying in the use of CEMMethod is available at http://www.certifiedprocessprofessional.com and more general information via http://www.bpgroup.org
Gutenberg gave the world the modern printing press and with it the resulting explosion of texts that could be distributed to everyone. The last decade has witnessed the same phenomena with the convergence of technologies. For instance the smart phone now enables communication and knowledge exchange by anyone anywhere. The impact is only just being felt, however it is transforming the planet. The Gutenberg Impact.
The PEX event discussed why BPM so often fails. This presentation reveals why that is so, and then demonstrates how, by following a well trodden path we can all get it right.
It is BPM Jim but not as we know it!
We have got to get scientific about the customer experience. CXRating.com is a new company intent on delivering that promise. Here we look at Customer Experience Mapping using the BP Groups ABACUS toolset.
A terrific piece of work delivered at AMA ServSig Doctoral Consortium Taipei 2013 National Taiwan University, Taipei, Taiwan — July 3-4, 2013 by Lerzan Aksoy & Timothy Keiningham
How can we keep improving our performance when the customer keeps demanding more?
For those seeking to move beyond same old same old this is one way forward.
The CEMMethod is widely used as the means to help organizations progress Outside In. This slideshow shares the most recent updates to this popular framework, with 38 techniques included to enhance your capabilities, individually and enterprise wide.
Presentation Keynote themed on Customer Centricity - relevant to Public and Private sectors. Delivered in Dubai at the Annual DEWA event.
WHAT IS THE MAGIC that creates the repeated success while meanwhile previous giants stumble and fall (think Kodak, Nokia, RIM etc.)
Outside-In The Secret was published in early 2010. Now in its 5th revision this is the story of those companies apparent 'magic' and their tricks for achieving success. This key note was delivered at the iCMG's 6th Architecture World Conference in Bangalore.
Keynote Presentation by Steve Towers (steve.towers@bpgroup.org) featuring the latest research from the BPM and Process Excellence community.
Delivered in Sydney, Australia.
The world of search engine optimization (SEO) is buzzing with discussions after Google confirmed that around 2,500 leaked internal documents related to its Search feature are indeed authentic. The revelation has sparked significant concerns within the SEO community. The leaked documents were initially reported by SEO experts Rand Fishkin and Mike King, igniting widespread analysis and discourse. For More Info:- https://news.arihantwebtech.com/search-disrupted-googles-leaked-documents-rock-the-seo-world/
Skye Residences | Extended Stay Residences Near Toronto Airportmarketingjdass
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What is the TDS Return Filing Due Date for FY 2024-25.pdfseoforlegalpillers
It is crucial for the taxpayers to understand about the TDS Return Filing Due Date, so that they can fulfill your TDS obligations efficiently. Taxpayers can avoid penalties by sticking to the deadlines and by accurate filing of TDS. Timely filing of TDS will make sure about the availability of tax credits. You can also seek the professional guidance of experts like Legal Pillers for timely filing of the TDS Return.
Digital Transformation and IT Strategy Toolkit and TemplatesAurelien Domont, MBA
This Digital Transformation and IT Strategy Toolkit was created by ex-McKinsey, Deloitte and BCG Management Consultants, after more than 5,000 hours of work. It is considered the world's best & most comprehensive Digital Transformation and IT Strategy Toolkit. It includes all the Frameworks, Best Practices & Templates required to successfully undertake the Digital Transformation of your organization and define a robust IT Strategy.
Editable Toolkit to help you reuse our content: 700 Powerpoint slides | 35 Excel sheets | 84 minutes of Video training
This PowerPoint presentation is only a small preview of our Toolkits. For more details, visit www.domontconsulting.com
Business Valuation Principles for EntrepreneursBen Wann
This insightful presentation is designed to equip entrepreneurs with the essential knowledge and tools needed to accurately value their businesses. Understanding business valuation is crucial for making informed decisions, whether you're seeking investment, planning to sell, or simply want to gauge your company's worth.
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Sustainability has become an increasingly critical topic as the world recognizes the need to protect our planet and its resources for future generations. Sustainability means meeting our current needs without compromising the ability of future generations to meet theirs. It involves long-term planning and consideration of the consequences of our actions. The goal is to create strategies that ensure the long-term viability of People, Planet, and Profit.
Leading companies such as Nike, Toyota, and Siemens are prioritizing sustainable innovation in their business models, setting an example for others to follow. In this Sustainability training presentation, you will learn key concepts, principles, and practices of sustainability applicable across industries. This training aims to create awareness and educate employees, senior executives, consultants, and other key stakeholders, including investors, policymakers, and supply chain partners, on the importance and implementation of sustainability.
LEARNING OBJECTIVES
1. Develop a comprehensive understanding of the fundamental principles and concepts that form the foundation of sustainability within corporate environments.
2. Explore the sustainability implementation model, focusing on effective measures and reporting strategies to track and communicate sustainability efforts.
3. Identify and define best practices and critical success factors essential for achieving sustainability goals within organizations.
CONTENTS
1. Introduction and Key Concepts of Sustainability
2. Principles and Practices of Sustainability
3. Measures and Reporting in Sustainability
4. Sustainability Implementation & Best Practices
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
Putting the SPARK into Virtual Training.pptxCynthia Clay
This 60-minute webinar, sponsored by Adobe, was delivered for the Training Mag Network. It explored the five elements of SPARK: Storytelling, Purpose, Action, Relationships, and Kudos. Knowing how to tell a well-structured story is key to building long-term memory. Stating a clear purpose that doesn't take away from the discovery learning process is critical. Ensuring that people move from theory to practical application is imperative. Creating strong social learning is the key to commitment and engagement. Validating and affirming participants' comments is the way to create a positive learning environment.
RMD24 | Retail media: hoe zet je dit in als je geen AH of Unilever bent? Heid...BBPMedia1
Grote partijen zijn al een tijdje onderweg met retail media. Ondertussen worden in dit domein ook de kansen zichtbaar voor andere spelers in de markt. Maar met die kansen ontstaan ook vragen: Zelf retail media worden of erop adverteren? In welke fase van de funnel past het en hoe integreer je het in een mediaplan? Wat is nu precies het verschil met marketplaces en Programmatic ads? In dit half uur beslechten we de dilemma's en krijg je antwoorden op wanneer het voor jou tijd is om de volgende stap te zetten.
Implicitly or explicitly all competing businesses employ a strategy to select a mix
of marketing resources. Formulating such competitive strategies fundamentally
involves recognizing relationships between elements of the marketing mix (e.g.,
price and product quality), as well as assessing competitive and market conditions
(i.e., industry structure in the language of economics).
Unveiling the Secrets How Does Generative AI Work.pdfSam H
At its core, generative artificial intelligence relies on the concept of generative models, which serve as engines that churn out entirely new data resembling their training data. It is like a sculptor who has studied so many forms found in nature and then uses this knowledge to create sculptures from his imagination that have never been seen before anywhere else. If taken to cyberspace, gans work almost the same way.
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Looking for professional printing services in Jaipur? Navpack n Print offers high-quality and affordable stationery printing for all your business needs. Stand out with custom stationery designs and fast turnaround times. Contact us today for a quote!
LA HUG - Video Testimonials with Chynna Morgan - June 2024Lital Barkan
Have you ever heard that user-generated content or video testimonials can take your brand to the next level? We will explore how you can effectively use video testimonials to leverage and boost your sales, content strategy, and increase your CRM data.🤯
We will dig deeper into:
1. How to capture video testimonials that convert from your audience 🎥
2. How to leverage your testimonials to boost your sales 💲
3. How you can capture more CRM data to understand your audience better through video testimonials. 📊
Falcon stands out as a top-tier P2P Invoice Discounting platform in India, bridging esteemed blue-chip companies and eager investors. Our goal is to transform the investment landscape in India by establishing a comprehensive destination for borrowers and investors with diverse profiles and needs, all while minimizing risk. What sets Falcon apart is the elimination of intermediaries such as commercial banks and depository institutions, allowing investors to enjoy higher yields.
VAT Registration Outlined In UAE: Benefits and Requirementsuae taxgpt
Vat Registration is a legal obligation for businesses meeting the threshold requirement, helping companies avoid fines and ramifications. Contact now!
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VAT Registration Outlined In UAE: Benefits and Requirements
CEM meets BPM_London_April_2014
1. PAY FOR TWO
BRING THREE!
Enterprise Special
Lead Sponsor:
Academy of
Customer
Experience
C
ustomer
Experience
Management
meets BPM
Qualify as a Certified Process Professional Master
and harness the power of process and CEM
7th - 11th April 2014 I Premier Inn, London Eye, London, UK!
Gain skills and techniques including:
Establishing how to develop, implement and leverage an ‘end-to-end’
customer experience management approach across each touchpoint
in the business
Examining how to optimise employee engagement and build a
customer-centric culture
Identifying the most effective measurement metrics to use to enhance
your CEM implementation and strategy
Exclusive insights with:
Steve Towers
CEO & Founder!
BPGroup
James Dodkins
Director of Customer Experience
BPGroup
Case Studies include
BMW
Apple
Samsung
Tesco
State Farm
Capital One
Zappos
Zara
Emirates
And many more
Hands-on Experiential learning in Teams
from the founders of BPM and CEMMethod
You will learn the aproaches and
techniques within the CEMMethod
Developing and aligning all activities to deliver Successful Customer
Outcomes
Utilizing 42 specific tools and techniques in the Outside-In toolkit
that will create, grow and enhance programs to deliver success.
Join the BPGroup on Linkedin
Active exchanges and new resources every week
•
•
You will receive an invite to the closed areas of the community where
you can ask questions, ask experts and access new case studies
shared by your peers.
With a constantly updating agenda the BP Group help make real the
promise “the customer experience is the process” and enable you and
your organization to deploy the very latest thinking and practice
Why the BPGroup & the CPP Masters qualification?
•
The BPGroup is staffed by hands-on doers who have been there and
done it at all levels in the worlds leading organizations. You are making
an investment in your future and deserve to know you will be coached
and trained by the worlds leading authorites who continue to innovate
and develop the CPP program based on REAL current case-studies.
You will learn the aproaches and
techniques within the CEMMethod
“Steve
led
the
best
training
sessions
I
have
ever
taken
in
my
20+
years
as
a
professional.
A<er
those
sessions,
I
was
able
to
have
immediate
impact
on
my
organizaAon"
Mark Barnett
Director of Process, Bank of America
“We
held
our
outside
in
session
last
week
focusing
on
a
criAcal
process
for
bank
customers.
We
had
a
really
fantasAc
session
-‐
not
only
did
we
walk
away
with
the
deliverables
we
needed,
but
people
had
a
lot
of
fun
too!
Sharon Laemie Naya, SVP, Citi
Partners:
Register now at www.bpgroup.org