Infusing Emotion Into Your Customer ExperienceQualtrics
"
Focusing on emotion can lead to improved customer loyalty. In this session, learn the realities of emotion, what drives emotion, and how to design for it."
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.
Learn how Holland Insurance has grown their CX Program by enlisting leadership, targeting quick wins, and starting small. This session outlines basic tips to help get new CX Programs up and running.
Presented by Ravit Danino, VP of Products at Totango, at Customer Success Summit 2018.
Technology plays a critical role in advancing the capabilities of Customer Success. Understand why goal-oriented technology is the key to delivering the right results quickly and with confidence.
Totango Spark: The Future of Customer Success has ArrivedTotango
Spark is finally here! Join our Customer Success industry expert and VP of Product Management at Totango, Ravit Danino, for this introductory webinar on the general availability of Spark.
Totango Spark empowers enterprises to quickly adopt and operationalize customer-centricity across their organizations, enabling them to complete their digital transformation and grow their business by becoming more customer-centered.
In this webinar we cover:
- How Totango Spark can guide enterprises through the successful completion of each stage in the customer journey with relevant KPIs, dashboards, analytics and best practices to achieve business goals faster.
- SuccessBLOCs - a groundbreaking, modular, concept in customer success, allowing organizations to start with their most critical business priority first, and grow into broader customer success initiatives, each step is chosen by the business to meet specific customer success goals.
Find the on-demand webinar and more info at www.totango.com.
Presented by Guy Nirpaz, CEO and Co-Founder of Totango, at Customer Success Summit 2018.
Organizations which have implemented Customer Success practices often struggle with providing clear results to prove impact. Guy will talk about how organizations can follow a component-based model to get results fast and accelerate impact across the enterprise.
Building the Customer Centricty Engine in IoT and XaaSTotango
Presented by Deepak Sharma, Customer Transformation Leader, at Deloitte Consulting, and Heather Peck, Global Services Chief of Staff and Transformation Lead at Hitachi. Shared at Customer Success Summit 2018.
Learn how Customer Success drives seamless coordination across Hitachi Vantara’s Services capabilities to deliver a unified set of outcomes, and maximizes the value delivered to customers.
Infusing Emotion Into Your Customer ExperienceQualtrics
"
Focusing on emotion can lead to improved customer loyalty. In this session, learn the realities of emotion, what drives emotion, and how to design for it."
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.
Learn how Holland Insurance has grown their CX Program by enlisting leadership, targeting quick wins, and starting small. This session outlines basic tips to help get new CX Programs up and running.
Presented by Ravit Danino, VP of Products at Totango, at Customer Success Summit 2018.
Technology plays a critical role in advancing the capabilities of Customer Success. Understand why goal-oriented technology is the key to delivering the right results quickly and with confidence.
Totango Spark: The Future of Customer Success has ArrivedTotango
Spark is finally here! Join our Customer Success industry expert and VP of Product Management at Totango, Ravit Danino, for this introductory webinar on the general availability of Spark.
Totango Spark empowers enterprises to quickly adopt and operationalize customer-centricity across their organizations, enabling them to complete their digital transformation and grow their business by becoming more customer-centered.
In this webinar we cover:
- How Totango Spark can guide enterprises through the successful completion of each stage in the customer journey with relevant KPIs, dashboards, analytics and best practices to achieve business goals faster.
- SuccessBLOCs - a groundbreaking, modular, concept in customer success, allowing organizations to start with their most critical business priority first, and grow into broader customer success initiatives, each step is chosen by the business to meet specific customer success goals.
Find the on-demand webinar and more info at www.totango.com.
Presented by Guy Nirpaz, CEO and Co-Founder of Totango, at Customer Success Summit 2018.
Organizations which have implemented Customer Success practices often struggle with providing clear results to prove impact. Guy will talk about how organizations can follow a component-based model to get results fast and accelerate impact across the enterprise.
Building the Customer Centricty Engine in IoT and XaaSTotango
Presented by Deepak Sharma, Customer Transformation Leader, at Deloitte Consulting, and Heather Peck, Global Services Chief of Staff and Transformation Lead at Hitachi. Shared at Customer Success Summit 2018.
Learn how Customer Success drives seamless coordination across Hitachi Vantara’s Services capabilities to deliver a unified set of outcomes, and maximizes the value delivered to customers.
Presented by Nicolle Paradise, Senior Director of Client Experience at ADP, at Customer Success Summit 2018.
Complexity is the enemy of adoption. To accelerate the impact of Customer Success, we must think like a customer and architect experiences that are easy and that are effortless.
How We Deliver Innovation in Recruitment at The Unibet GroupTALiNT Partners
Liam Reese, Human Resources Project Manager, The Unibet Group
What is innovation?
A simple innovation model
Background : Recruitment at The Unibet Group
How we innovate within Recruitment at The Unibet Group
How to Better Align Professional Services to Customer SuccessGainsight
Professional Services are an integral part of your revenue engine. Selling Services offerings doesn't just put money in your company's bank account, it has the potential to give your customers a massive head start towards acheiving their desired outcome. But those benefits are only available to companies whose ProServ organizations are operating in sync with a company-wide Customer Success mission. If your Services team isn't marching in lockstep with your CS team, you're going to miss out on long-term renewal and expansion opportunities, and worse, you could be working against each other. Get very specific advice for better alignment in this session.
Presented by Christine Bensen, Senior Director of Product Management at CA Technologies, at Customer Success Summit 2018, Track 1.
Moving to SaaS is a huge transformation. Hear how CA managed this change, the impact it had inside and outside their organization, and how the whole company, from Product, Marketing, Finance, Sales, Support, Services, Partners, UX, all needed the single source of truth to succeed.
How to Scale Your Coaching Efforts to Build a World Class Sales TeamSales Hacker
What You'll Learn:
- How to extend your reach as a leader
- Ways to identify top performers and utilize them
- Opportunities to implement technology to help scale
Million Dollar Bet - We're All-in In Customer SuccessTotango
Presented by Laurence Dean, Group Services, Director for Client Success at Dimension Data. Shared at Customer Success Summit 2018.
Dimension Data, a leader in IT Services Management, is making a big bet on Customer Success. In a highly competitive environment, they are seeing early results from their Customer Success initiatives and are placing a big bet on gaining real competitive advantage.
Developing a World Class Customer Success Organization Gainsight
Is your company adopting customer success but doesn’t know where in the organization it fits? Should customer success live under sales, marketing or product? How should you account for customer success? Watch Lincoln Murphy, Customer Success Evangelist, as he deep dives into issues such as:
The common mistakes when starting out (and how to avoid them)
How logical customer segmentation is key to effective coverage levels
Why the ideal characteristics of CSMs vary across customer segments (and how to plan for that)
And much more...
In Lincoln’s previous webinar, “Developing the Ultimate Customer Success Strategy” he discussed the value of implementing customer success at your company and why minimizing your attrition rate through customer success is imperative to any modern business. This is the next evolution of the discussion, taking the theory into practice.
When it comes to retail, Lesara moves at the speed of light. ⚡️
They’ve perfected the art of spotting trends, designing, producing, and making new inventory available in as little as 10 working days. They coined their approach "agile retail", an evolution of the fast fashion approach. The startup recently raised €35M after its revenues jumped by 175% in 2016.
This impressive growth machine depends greatly on robust operations. The entire value chain is vertically orchestrated, data-driven, supported by a best-in-class logistics setup, processes, systems/IT and team.
We were pleased to welcome Matthias Wilrich, COO & Co-Founder of Lesara to share with us his best practices and tools. Join us for a deep dive into the internal works of one of Europe’s fastest growing company!
Science is all about consistency and repeatability. You know that a stone sinks in water because you can drop one in a pool a thousand times, anywhere in the world, and it will never float. Customer Success is a young movement, but we've reached a critical mass of data where we can start to make predictions—and more importantly—prescriptions for what will work for a company and a customer base and what won't work. Learn how the Science of Customer Success has been established and how to get more scientific in your CS strategy.
IDEATION is a key component to any successful business. Companies such as Google allow employees to spend as much as 20% of their work hours thinking and coming up with new ideas that excite them and also solve a very real problem.
This focus on IDEATION allows companies to become or remain innovative, increasing the chances for new products, customer acquisition and increased financial performance.
"Adopt Agile Marketing to Keep Pace with the Speed of Digital" CMGCMG Partners
From Barre Hardy presentation at the Digital Marketing for Financial Services Summit. "Adopt Agile Marketing to Keep Pace with the Speed of Digital"
1. The times, they are a-changin’
Digital disruption requires exponential speed in action and reaction
2. The new reality is digital
More digital, mobile, personal services are table stakes
3. The disconnect: 60% of consumers report they do not have a personal connection to their bank. 47% of banking executives rate their
institution’s ability to deliver a personalized experience as “excellent”.
4. Financial Services marketing is getting squeezed
Internal & external challenges make change necessary
INTERNAL
• Lengthy go-to-market process
• Marketing siloes
• Increasing work volume
• Ever-changing environment
EXTERNAL
• Customer Demands
• Regulations
• New Competition
5. Agile marketing is a smart choice
Transform your marketing to respond to change
6. Let’s do the math…
TimeTrade 7
Data + Customer + Experience + Digital Experience = Agile
7. Agile Marketing: a data-driven, iterative approach
• Achieve better performance
• Execute more effectively
• Champion the customer
8. Agile elevates Performance
1. Empowered Teams 3. Focus on Quality
2. Focus on Customers 4. Rapid Learning Cycles
Learn from Qualtrics professionals how to build and execute a customer experience program. The final part of a four-part series, this session illustrates tracking customer outcomes, demonstrating ROI, driving executive and business communication, and defining a path forward.
To work effectively, actions need to be backed by research. In this session, Gary Clamp reviews data and pulls out relevance and insights to create executive summaries, account plans, and reporting and scorecards. Learn the 4 strategy elements and 3 measurement dimensions that can deepen relationships in the customer experience journey.
Presented by Nicolle Paradise, Senior Director of Client Experience at ADP, at Customer Success Summit 2018.
Complexity is the enemy of adoption. To accelerate the impact of Customer Success, we must think like a customer and architect experiences that are easy and that are effortless.
How We Deliver Innovation in Recruitment at The Unibet GroupTALiNT Partners
Liam Reese, Human Resources Project Manager, The Unibet Group
What is innovation?
A simple innovation model
Background : Recruitment at The Unibet Group
How we innovate within Recruitment at The Unibet Group
How to Better Align Professional Services to Customer SuccessGainsight
Professional Services are an integral part of your revenue engine. Selling Services offerings doesn't just put money in your company's bank account, it has the potential to give your customers a massive head start towards acheiving their desired outcome. But those benefits are only available to companies whose ProServ organizations are operating in sync with a company-wide Customer Success mission. If your Services team isn't marching in lockstep with your CS team, you're going to miss out on long-term renewal and expansion opportunities, and worse, you could be working against each other. Get very specific advice for better alignment in this session.
Presented by Christine Bensen, Senior Director of Product Management at CA Technologies, at Customer Success Summit 2018, Track 1.
Moving to SaaS is a huge transformation. Hear how CA managed this change, the impact it had inside and outside their organization, and how the whole company, from Product, Marketing, Finance, Sales, Support, Services, Partners, UX, all needed the single source of truth to succeed.
How to Scale Your Coaching Efforts to Build a World Class Sales TeamSales Hacker
What You'll Learn:
- How to extend your reach as a leader
- Ways to identify top performers and utilize them
- Opportunities to implement technology to help scale
Million Dollar Bet - We're All-in In Customer SuccessTotango
Presented by Laurence Dean, Group Services, Director for Client Success at Dimension Data. Shared at Customer Success Summit 2018.
Dimension Data, a leader in IT Services Management, is making a big bet on Customer Success. In a highly competitive environment, they are seeing early results from their Customer Success initiatives and are placing a big bet on gaining real competitive advantage.
Developing a World Class Customer Success Organization Gainsight
Is your company adopting customer success but doesn’t know where in the organization it fits? Should customer success live under sales, marketing or product? How should you account for customer success? Watch Lincoln Murphy, Customer Success Evangelist, as he deep dives into issues such as:
The common mistakes when starting out (and how to avoid them)
How logical customer segmentation is key to effective coverage levels
Why the ideal characteristics of CSMs vary across customer segments (and how to plan for that)
And much more...
In Lincoln’s previous webinar, “Developing the Ultimate Customer Success Strategy” he discussed the value of implementing customer success at your company and why minimizing your attrition rate through customer success is imperative to any modern business. This is the next evolution of the discussion, taking the theory into practice.
When it comes to retail, Lesara moves at the speed of light. ⚡️
They’ve perfected the art of spotting trends, designing, producing, and making new inventory available in as little as 10 working days. They coined their approach "agile retail", an evolution of the fast fashion approach. The startup recently raised €35M after its revenues jumped by 175% in 2016.
This impressive growth machine depends greatly on robust operations. The entire value chain is vertically orchestrated, data-driven, supported by a best-in-class logistics setup, processes, systems/IT and team.
We were pleased to welcome Matthias Wilrich, COO & Co-Founder of Lesara to share with us his best practices and tools. Join us for a deep dive into the internal works of one of Europe’s fastest growing company!
Science is all about consistency and repeatability. You know that a stone sinks in water because you can drop one in a pool a thousand times, anywhere in the world, and it will never float. Customer Success is a young movement, but we've reached a critical mass of data where we can start to make predictions—and more importantly—prescriptions for what will work for a company and a customer base and what won't work. Learn how the Science of Customer Success has been established and how to get more scientific in your CS strategy.
IDEATION is a key component to any successful business. Companies such as Google allow employees to spend as much as 20% of their work hours thinking and coming up with new ideas that excite them and also solve a very real problem.
This focus on IDEATION allows companies to become or remain innovative, increasing the chances for new products, customer acquisition and increased financial performance.
"Adopt Agile Marketing to Keep Pace with the Speed of Digital" CMGCMG Partners
From Barre Hardy presentation at the Digital Marketing for Financial Services Summit. "Adopt Agile Marketing to Keep Pace with the Speed of Digital"
1. The times, they are a-changin’
Digital disruption requires exponential speed in action and reaction
2. The new reality is digital
More digital, mobile, personal services are table stakes
3. The disconnect: 60% of consumers report they do not have a personal connection to their bank. 47% of banking executives rate their
institution’s ability to deliver a personalized experience as “excellent”.
4. Financial Services marketing is getting squeezed
Internal & external challenges make change necessary
INTERNAL
• Lengthy go-to-market process
• Marketing siloes
• Increasing work volume
• Ever-changing environment
EXTERNAL
• Customer Demands
• Regulations
• New Competition
5. Agile marketing is a smart choice
Transform your marketing to respond to change
6. Let’s do the math…
TimeTrade 7
Data + Customer + Experience + Digital Experience = Agile
7. Agile Marketing: a data-driven, iterative approach
• Achieve better performance
• Execute more effectively
• Champion the customer
8. Agile elevates Performance
1. Empowered Teams 3. Focus on Quality
2. Focus on Customers 4. Rapid Learning Cycles
Learn from Qualtrics professionals how to build and execute a customer experience program. The final part of a four-part series, this session illustrates tracking customer outcomes, demonstrating ROI, driving executive and business communication, and defining a path forward.
To work effectively, actions need to be backed by research. In this session, Gary Clamp reviews data and pulls out relevance and insights to create executive summaries, account plans, and reporting and scorecards. Learn the 4 strategy elements and 3 measurement dimensions that can deepen relationships in the customer experience journey.
Join Leanne Waldal, head of research at Dropbox as she describes the Dropbox customer experience: how people work and collaborate. Typically a work or employee experience company, Dropbox delves into major trends in the cultures of digital tools, the dynamic of people working on many teams, and more.
Using Twitter to Create a Customer Experience That Gets ResultsQualtrics
As a growing social medium, Twitter is making its way into the Customer Experience world. In this session, explore the benefits of using Twitter in your CX program as Twitter’s Jeff Lesser dives into the data, best practices, and new capabilities of Twitter.
Telling Your Customer Company Story: Writing a Book to Connect with Your Cust...Qualtrics
If you asked your customers and employees what your company stands for, could they respond? Join us as author Fernando Pizarro illustrates the power of a good story and provides tips to get you started on creating your own strong company story that will help establish you as a thought leader.
Webinar: Assessing your level of CX maturity with Vicky KatsabarisQualtrics
Join Vicky Katsabaris, Customer Experience Subject Matter Expert at Qualtrics, as she demonstrates how organisations can assess their level of CX maturity using the Qualtrics CX Diagnostic Tool.
Learn how McKinsey & Company works with different organizations to help them develop a customer experience vision. This presentation outlines how to define your CX aspiration, align leadership, and how to cascade the vision to the front line.
Empowering Your Organization to Follow Up the Right WayQualtrics
Learn how employees can go beyond what they should be doing, and focus on what they could be doing. In this session, Danny Cox outlines seven keys to empowering employees to go above and beyond, and the right way to follow up.
Join the author of “The Wallet Allocation Rule” as he dives into the research and analytics behind winning more share of wallet. In this session, Luke Williams explores the wallet allocation rule, and how changing methods or measurement and analysis, to more actively predict change, can be a sustainable competitive advantage.
Learn from Qualtrics professionals how to build and execute a customer experience program. Part one of a four-part series, this session lays the foundation of how to build a CX vision by following 7 key factors for success.
Qualtrics' Principal Consultant, Catriona Sheil, takes you through the journey of closing the loop with your customers. She will describe best practices on strategic to operation closed loop feedback, the difference between B2B and B2C closed loop feedback, and more.
Monetizing Mobile: How to Deliver Value from Improved Customer ExperienceQualtrics
Mobile is on the mind of every experience professional. It's not always easy to do this while monetizing the experience as well. Join Mark Schofield as he discusses mobile and how customer behavior is changing, how banks are adapting, and how banks accelerate the pace at which they capture the "digital dividend."
In this CXweek capstone presentation, Product Manager, Jamie Morningstar describes how to execute your customer experience vision. You'll learn what metrics you can measure, how to identify key drivers of satisfaction, to put real time metrics at the fingertips of every employee, and how to take action on micro and macro opportunities.
Volume, velocity, and variety all describe big CX data. Most organizations have some of these but may not know how to take them from data to insights. Watch this presentation to see how NBCUniversal takes their big data and turns it into powerful insights.
Integrating Customer Analytics Into Your BusinessQualtrics
CEO Kerri K. Nelson presents on the 5-step process that CustomerFirst Now has created to deliver a sustainable CX program. These steps are: explore, engage, embark, embed, and excel.
How the Best Brands Build Lasting Customer LoyaltyQualtrics
Customer loyalty is the likelihood of previous customers to continue to buy from a specific organization. To have loyal customers is a goal shared by most organizations, but not all reach this goal.
Join Adrian Swinscoe as he outlines how the best brands go about building customer loyalty that lasts.
Creating a Customer-Centric Learning CultureQualtrics
Former VP and Head of Global Marketplace Insights at American Express, Adam Rothschild, describes how to create a customer-centric learning culture. You'll learn about good innovation and how to increase your focus on expanding sources of data and insights to focus your innovation.
Solve for the Customer: Characteristics of World-Class Customer SuccessQualtrics
Learn about churn and how it impacts customer success in this presentation focused on the customer. Join Colleen Carey as she outlines the customer journey, what to look for, and four main characteristics for customer success.
How to Leverage Analytics, Design, and Development to Transform Customer Jour...Qualtrics
Learn how McKinsey harnesses big data in experience. This session outlines the concept of leveraging big data, how to prioritize and map journeys, the benefits of setting up cross channel groups, and how to carve out implementation capacity.
Using Rapid Process Improvement to Transform the Customer ExperienceQualtrics
The digital world is a rapidly growing area for customer experience. Join Andrea Peyracchia as he explores the benefits of creating a digital experience, redesigning a journey for the digital world, and six examples of how to get started.
It's not a matter of one or two years, at this moment having the decades experience which is not possible to write just on few slides. We are just up-loading a very short profile for your view.
Arctos Consulting enables companies to build better relationships with their customers by helping to enhance analytical marketing and customer engagement capabilities. Contact us at hello@arctos.com.au to find out more
Marconix is an outsourced business development company that offers complete flexibility to your business, whilst help you with additional manpower and skills you need to help accelerate your growth.
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.
ORM - Digital Transformation in Travel and Transport ORM
Because of digital, marketing has more meaning. It’s the skilful pursuit of understanding and monitoring customer behaviours.
It’s about creating insight-led strategies that move a
business forward. Learn how to side-step the obstacles
that stop your marketing firing!
Practicology Conference 2017 - How we tackle retailers' digital challengesPracticology
Practicology highlighted examples of our recent work to show how we support our retail and FMCG clients and help them to overcome their digital challenges.
Every customer interaction with a company is an opportunity for a lasting impression. When companies invest in Customer Experience improvements, they see revenue grow as high as 5x. As your customers' expectations increase, advances in CX management must keep pace.
Is a great customer experience an impossible ask? No. The challenge is where to start.
George Pace, Global Consulting Partner at Ogilvy Consulting, leads this webinar exploring the real ways Customer Experience drives revenue.
WEBINAR: K12 - How to shape student experiencesQualtrics
Understanding the students whose experiences fuel your school’s purpose isn’t just a good idea – it’s absolutely essential to keep your students thriving.
It is no longer enough to simply track a grade or score as students now make decisions based on their experience. Student feedback gives you insight into what is going on and measuring this alongside what you already know about a student is giving parents, teachers and schools the ability to truly understand a students experience.
The digital age has propelled the feedback process to new heights, both in how a students response is given and received, and how teachers can utilise these discoveries. Where schools used to rely on annual surveys, verbal feedback sessions and paper comment cards to gauge student engagement, digital technology can now help to implement a more omnipresent feedback strategy that not only delivers almost immediate results, but aggregates those results into crucial analytics.
Catastrophic failures, single-mindedly focusing on happy customers and relying solely on your marketing team will not move the dial on customer experience. Luke Williams, head of Customer Experience at Qualtrics and author of The Wallet Allocation Rule, will reveal the three CX myths that can kill your brand.
Join Luke to learn about the real drivers of CX success. He’ll show you how not to fall into common traps and where best to focus your CX efforts for maximum return.
Link to webinar: https://success.qualtrics.com/3-cx-myths-register.html
The 5 Competencies for Customer Journey MappingQualtrics
Customer journey mapping brings design thinking into your organization to identify and solve key pain points your customers face. In our new webinar, 5 Competences for Customer Journey Mapping, you’ll learn how to map customer journeys and bring them to life: from recruiting your team to integrating mapping into your Voice of Customer program.
Stop The Fighting, Find Consensus: How To Manage Your Citizen ExperienceQualtrics
This webinar is based on the solutions session given at the 2017 NACo Annual Conference. You'll learn about organizational standards for data collection and how that influenced citizen experience.
Increasing your Value-Based Purchasing Score through 5 Patient Rounding Best ...Qualtrics
This presentation is presented by Qualtrics and Carilion Clinic. You'll learn more about the Hospital Value-Based Purchasing Score (HVBP Score) and how patient rounding best practices can help increase this score and generate more money for your hospital.
Creating an employee value proposition that recruits and engages today's top ...Qualtrics
Recruiting talent that fits your organisation's location, culture and budget can be a challenge for even the best of organisations. Join Gil Sewell, Director of Organisational Development at Auckland District Health board, as she reveals why it is important to develop an Employee Value Proposition to address recruitment challenges and achieve long term success and engagement.
Hear her experience in rolling out a new Employee Value Position across a organisation of 10,000 staff with varying roles in the healthcare industry.
Employee engagement in a high-pressure environmentQualtrics
See how Imperial College NHS Trust responded to being near the bottom of the NHS staff engagement league tables with an employee engagement program that’s already delivering results in its first year.
Engagement and Talent Lead at the Trust, Nathaniel Johnson talks through the set up of the program and gives his tips for success in staff engagement.
Development and evaluation of digital solutions for weight loss maintenanceQualtrics
Professor James Stubbs from the University of Leeds talks through the NoHoW porject, that’s helping to trackweight loss programmes in digital, pulling data from sources like Fitbit and using Qualtrics to collect and analyse it as part f his research.
Pierre Saouter from the World Economic Forum shows how the Global Shapers Survey is giving a voice to millenials in often under-represented countries in order to impact discussions at a geo-political level.
What paradata can tell you about the quality of web surveys?Qualtrics
Google’s Mario Callegaro explains how paradata works – the data that shows not just what your survey respondents said but how they answered the question, opening up new avenues for researchers to interrogate and analyse the survey data they receive.
Digital Research in Low-Resource CountriesQualtrics
When you’re doing research in areas with no internet, collecting and analysing the data could be a pain. Lando and David from Health Focus spoke at Qualtrics Converge Europe about how they’re collecting data using the offline app in order to avoid the costly and time-consuming research often needed in low-resource countries.
Your data is only as good as the survey behind it – here, Qualtrics’ Dave Vanette talks best practice for designing surveys and how to manage them to get the best possible data back.
Recipe for success: balancing the art & science of employee feedbackQualtrics
Disruption is affecting organisations everywhere – and it’s the same for their employees according to Google’s Yuval Dvir. See how new developments like artificial intelligence are changing the employee experience and how you can get the balance right when it comes to collecting and analysing feedack.
At Ireland’s biggest energy supplier, the customer is at the heart of everything they do. See what Head of Customer Experience & Operations Aisling McCarthy had to say at Qualtrics
Converge Europe as she presented their journey to refocus the orgaisation on the customer.
The Age of Customer Empowerment and its Impact on Brand ExperienceQualtrics
Customers have never been so savvy – in her speech at Qualtrics Converge Europe, KPMG Nunwood’s Customer Experience Design Director talks about how consumer demands are growing and how brands need to keep up to stay ahead of the competition.
What are the main advantages of using HR recruiter services.pdfHumanResourceDimensi1
HR recruiter services offer top talents to companies according to their specific needs. They handle all recruitment tasks from job posting to onboarding and help companies concentrate on their business growth. With their expertise and years of experience, they streamline the hiring process and save time and resources for the company.
3.0 Project 2_ Developing My Brand Identity Kit.pptxtanyjahb
A personal brand exploration presentation summarizes an individual's unique qualities and goals, covering strengths, values, passions, and target audience. It helps individuals understand what makes them stand out, their desired image, and how they aim to achieve it.
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.
Premium MEAN Stack Development Solutions for Modern BusinessesSynapseIndia
Stay ahead of the curve with our premium MEAN Stack Development Solutions. Our expert developers utilize MongoDB, Express.js, AngularJS, and Node.js to create modern and responsive web applications. Trust us for cutting-edge solutions that drive your business growth and success.
Know more: https://www.synapseindia.com/technology/mean-stack-development-company.html
Discover the innovative and creative projects that highlight my journey throu...dylandmeas
Discover the innovative and creative projects that highlight my journey through Full Sail University. Below, you’ll find a collection of my work showcasing my skills and expertise in digital marketing, event planning, and media production.
Explore our most comprehensive guide on lookback analysis at SafePaaS, covering access governance and how it can transform modern ERP audits. Browse now!
[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
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2. Clarissa Valiquette
VP, Research & Insight @Pearson
Clarissa leads research and insights for
Pearson's new Global Marketing function in
London, where she is setting up a Centre of
Excellence to foster an insight and data-
driven culture and ensuring progress is
measured consistently across a highly-
matrixed organization in 70 countries.
Prior to Pearson, she built and led the
Customer Experience Insights function at
Rogers Communications, one of Canada's
largest Telco and Media companies. As the
Voice of the Customer, she was a thought-
leader enabling a fundamental culture shift
in the organisation.
Thanks for joining this session on customer metrics for success.
Let’s start with why you should measure customer success at all. Simple: You can’t afford not to!
Your competitors are already doing it or starting to
Customers have a much wider reach now with social media. Before an unhappy customer would tell 9 or 10 people, now they can tell hundreds or thousands at the same time.
It’s not that hard. And also highly likely that people in your organization are already doing it in some way, just not consistently or with a proper structure in place, which wastes time and effort
Besides the fact that understanding your customers and actively measuring your impact is now expected, it also has benefits to your business.
With consistent metrics you can more easily align everyone to the same goal and you focus the entire organization on
The right kind of measurement will give you a view to continuously improve your end-to-end customer experience, not just customer service, which will lead to better company performance in the long run. You will have to spend less to acquire new customers, your existing customers will contact you less so cost you less to service and they are more likely to buy more from you in the future.
In the end, if you want to remain competitive you need to deliver a great customer experience and you can only do that if you know what drives it for your unique business. You move what you measure.
So let’s get down to some details. Here is some practical advice from my personal experience both at Pearson and Rogers, 2 very different companies in very different sectors and at different stages of maturity.
First off, what should you even measure?
Honestly, it doesn’t matter if you choose to focus on customer satisfaction, NPS, likelihood to repurchase, or even preference for dinner tonight!
What matters is that you know what drives that measure so you can fix the underlying issues.
It’s also really important to pick a metric that everyone can rally around. When we started the CX journey at Rogers 6 years ago now, we started with a custom index of 3 questions that directly aligned with our customer experience strategy (which itself was built using a bottom up insights approach on what we know is important to customers). We did that to start because we had many teams measuring some form of customer satisfaction, but all using different methodologies, question wording, time frames and so on. When we agreed to bring all measurement together under the same framework all the groups were on board…. as long as we chose their way to do things… so in the end we chose none of them and went with an index that we could all agree on was important. A few years later we moved to NPS for simplicity.
At Pearson right now, we are on a dual path of improving our brand perception and customer experience, but really just starting that journey. From a customer experience perspective we will use NPS, again for simplicity and because it’s so well known even among folks who don’t have any experience. A much easier metric to sell into your organization if you’re just starting. There is also tons of publicly-available research out there on why NPS works, how to operationalize it and how to identify the business opportunities with it, that again, it makes it a very easy metric to sell into your leadership team and across the company.
Once you know what to measure, you need to determine the how.
Any measurement is better than none because at least it provides the customer lens alongside your regular metrics and forces the business to think beyond sales figures and ‘right now’.
That said, ideally you set up a continuous tracking framework. This means you are collecting customer feedback all the time and, more importantly, are analysing it all the time.
This allows you to take a long-term view ahead, not in a rearview mirror that isn’t actionable, but rather lets’ you react to issues quickly both internally and externally with your customers, as well as allowing you to assess any external factors that might be driving your business, like seasonality.
Pearson for example is an education company that provides textbooks and digital learning and teaching services, among many others, but that means our business is highly cyclical. Back-to-school time will have a much bigger impact on our brand recognition because students and parents are off buying new learning materials for the school year.
At Rogers, we had a very detailed matrix of what we measured at each point of a customer’s journey across the different experiences (not just sales or support channels), so as we saw dips or rises in our customer experience scores we could more easily tie it back to a specific channel, product, day of the week, experience type, and so on to help isolate the problem and then focus on root cause analysis
Online is an easy, non-intrusive way to collect customer feedback.
What you need for a successful measurement program, that drives action, are 3 things:
The right people
A consistent and short survey that doesn’t cause customer irritation
Real-time reporting and action planning
By the right people I mean a mix of program managers, data analysts, insights specialists and product or marketing managers who are invested in driving the customer’s agenda. Everyone’s team will vary in size depending on your need. At Rogers, there were 6 of us on the insights side alone, plus an entire army of customer experience folks who would take what we found and turn them into action. At Pearson, there will likely be 3 insights folks when we’re up and running who will work with the various business units to drive action. This is also closer to how it started at Rogers when we started our journey there.
Regardless of the team size, you need skills that will help you pull out the insights you’re not looking for, so you need curiosity, and then motivated people who will take the data and attack root cause issues.
The survey itself should be short, no more than 5 minutes but ideally no more than 10 questions all told. Make sure you set in place a proper contact strategy so customers don’t get bombarded with surveys every time they contact you, perhaps only making sure you survey they same customer every 6 months.
Also ensure you have a good mix of closed-ended and open-ended questions, leaving you with both structured and unstructured data.
Structured data is of course much easier to analyse: you can quickly say that X% of your customers experienced a technical problem today, but it only confirms or sizes things you already know.
Unstructured data is really important because, for one, it let’s you hear the customer speak in their own words (a very useful exercise for product and marketing people who can use a lot of jargon that regular people don’t understand), but it also let’s you listen for the things you’re not tracking: new or emerging themes, issues or kudos. As you see patterns emerge from this unstructured data you can choose to add a closed-ended question in the survey to size how big an issue it really is or keep track of it more easily if it has become a priority for you to fix.
And then the reporting. In an ideal world everyone has access to the data in real-time and everyone is empowered to act on items within their control. This requires an online dashboard and training to all the various levels (i.e. what do you want them to do with the data). At a minimum though, make sure you report on results weekly with some indication as to what is driving the shift if there is some. You can then bring this data into a more robust ‘customer experience engine room’ where you discuss customer issues, but also other metrics that impact your business. You can use the same forum to prioritize what you work on based on how big an issue it is, how much or how long it will be to fix, and so on.
This engine room should have a good representation from the business with at least the director level partners. So from insights to marketing to product, to IT and engineering. Anyone who touches your customer directly or indirectly should be represented so you can make decisions together and faster.
Incentives are a great way to encourage your customers to provide feedback and give them a sense that you value their time. Generally a chance to win one or a few bigger prizes is a better incentive than giving everyone a small token of appreciation. You could opt for a chance to win one of five $100 gift cards vs. giving everyone a pound off their next bill.
Incentives also raise response rates and attract a wider mix of customers: not just the usual negative or highly positive. With incentives you’re also encouraging the neutral or somewhat positive folks to tell you about their experience, arguably a more representative view of your customer.
The trick is to not change your incentive approach in the middle of your study. Either have it from the beginning or never add it.
Personally I learned that the hard way. In my previous life we had incentives at the start of our VoC program. A few years in, we switched vendors and chose to not include incentives to roll out the new vendor program faster. Everything in the program except for incentives stayed exactly the same and yet our scores plummeted for 4-6 weeks before coming up again slightly and then stabilizing. Now, we did have other known items impacting our customer experience which did contribute we just how much was driven simply by the incentives we couldn’t tell. Response rates also fell by almost half.
One year later we had a big push to get more surveys completed for each rep, but we were already sending out all the available sample we had after all of our do not contact lists, 6-month lockout rules and other scrubbing, so we decided to reinstate incentives. Learning from last time we chose to test it in just one channel and were then able to properly isolate how much of an impact it would have on response rates and the scores themselves. In both cases, the numbers went up: 50% in response rates and about 2 points in NPS.
Other things that can impact response as well as scores are how you word the invitation to your customers. Again mid-program using a test and control group, we decided to adopt a more informal, conversational tone in the email invitation and saw an uptick on both items.
When we changed who signed the email invitation, response rates stayed the same, but the scores were lower when it came from a leader in Customer Experience vs. the more generic customer experience team. Customers saw the name of a VP and were more confident their story would get heard so more ‘help me!’ scenarios were captured in the feedback.
So lots of little things can have unintended consequences. For that reason, either stick with the methodology you chose at the start or ensure a very small pilot to isolate the impact of your change before you launch, especially if you do have anyone’s compensation tied to your customer metric.
Deciding who should be accountable to whatever customer metric you have agreed to can also be a challenging part to work through.
Some will say everyone in the company should have a cx metric as a target.
Personally I think only those with actual decision-making power should have a target, so likely directors and up. They will be already working across the business to get stuff done so understand how their and their team’s work can impact the entire customer experience.
And a company like Bain will tell you to never give individual reps a customer sat or NPS target. This isn’t because these folks don’t have a role to play, but rather because it’s much too easy to game the system, which leads to spending all your time on that vs. actually improving things. How often have you heard a representative say at the end of a call ‘What else can I do for you to give me a 10 out of 10?’ or seens a cashier circle a link to a survey on a receipt for the person in front of you but not for you?
These are all subtle ways people can influence the results: only mentioning the survey to those who had a good interaction, planting the seed that if a customer doesn’t need anything else right now they must be so satisfied to score the rep a 10… With that, it’s much easier to go back to what we said earlier: know what drives your customer success metric and then incent your people on something that ties to it but is within their control but can’t be gamed… this is likely an internal metric like resolution rates in a call centre.
So once you’ve established your program, have people analysing the data and acting upon customer feedback, you do to your program what your program is driving for your customers: Improve upon it!
That can look like a number of ways:
First and foremost, once you have it up and running, establish a close-loop framework. Set alerts for customer results that fall below a certain threshold, for example, all detractors for your priority products. Then have a manager or trained staff call that customer to find out what went wrong and try to fix it. Now fixing it may include compensation, but in some cases a simple ‘sorry’ can be enough to repair the relationship and make the customer feel like you care and are committed. By calling the customer you can ask more pointed questions to determine root cause, you can fix what went wrong, and you do give the customer a sense that their responses aren’t going into a black hole but you are listening. And as a nice side benefit, customers are usually shocked when someone does call them back… and very quickly you can turn a negative experience into surprise and delight. When you have the bandwidth, you can also call back promoters for example, and there the purpose is to validate their choice. Say thank you and again, surprise and delight to build brand equity.
You can link your internal metrics to your customer metrics to determine how customer behaviour actually ties to customer atititudes and sentiment. Some examples might be linking call handle time or interaction reason for a call centre to NPS, the number of times a customer changes their service offering with you, how many times your marketing team has contacted a customer and so on.
And add your employee voice to the mix. You can do that in 2 ways:
1. we’ve probably all heard that happy employees make happy customers, so prove it out. Link frontline customer feedback to the frontline satisfaction scores with your organization as a place to work for example, and then use that for the business case on improving employee engagement programs.
2. but also empower your employees to feed back customer input their hearing. So set up a system or ambassador program where employees can log customer issues they’ve heard from friends, family or anyone they meet, and have the confidence that it will get resolved.
That was a lot of information so I will leave you with just one thing:
It all starts and ends with people. To be successful here you need to hire motivated and curious people who are looking for change.
And with that, I’ll turn it over to questions.
Questions:
You say you need to hire the right people. What kinds of skills would you recommend here?
- Great question! Forrester has a great article on the perfect type of mix of people to run insights and, by extension, customer experience. Those are really market researchers, data analytics folks who can manipulate, link data and do some predictive analysis and then you’ll need product and marketing expertise so you have close alignment to the business and can translate your findings into relevant actions for the business.
2. What would you say to a sceptical leadership who doesn’t want to make the investment to build a full-fledged program?
- Having top-down sponsorship and support is vital to making these programs successful. If you have pushback, perhaps suggest a pilot program with one area, product or service only and really go deep on that one item. So set up the feedback system, analyse the data, and work with the teams to improve on the things your customers are saying are painpoints. Then link it to your internal metrics and get a data scientist to do some modelling on what one point in movement is worth to you from a financial perspective. You can do that by linking it to churn, re-purchase, upgrades, cost to serve, cost to acquire, etc. Once you start seeing upticks in your customer success metrics and you can say that each point is worth x number of dollars you will have a much stronger business case to build it out across the rest of your organization.