1. 'How to use your customer to direct and guide the success of your business'

    56:17

    from iven frangi / Added

    8 Plays / / 0 Comments

    In this live video shot at a Blueprint business meeting Iven Frangi explores the role of the Customer Experience in building your business. He will explain his Magnetic Xperience model which illustrates how you can move from being a commodity in the market to a business customers will brag about.

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    • Make Sense of Customer Experience Metrics

      56:00

      from Medallia / Added

      248 Plays / / 0 Comments

      How to Use Customer Experience Metrics to Drive Business Results 4 critical components of customer experience metrics are addressed in this webinar: – Consistent: If companies don’t use the same core set of customer experience metrics across the company then there will never be a strong, common dialogue around customer experience. – Impactful: When organizations don’t make decisions based on customer experience metrics, then those metrics are useless. – Integrated: Companies make trade-offs across their business all the time. Customer experience metrics need to be integrated into those business discussions. – Continuous: If you want to actually make improvements in your business, then customer experience metrics need to become an ongoing tool used to run, not just measure, the business. The session will offer actionable steps you can put to use right away. http://www.medallia.com/category/net-promoter-score

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      • Taking CX Further in 2015

        55:49

        from MaritzCX / Added

        152 Plays / / 0 Comments

        Join our panel of experts as they discuss five trends affecting customer experience. • It’s About Me: Customer Narcissism. While business leaders today would like to think the customer is at the heart of all they do, if we are honest with ourselves, they probably aren’t. CX of the past has been focused on interacting and speaking to customers at the aggregate or, at best, segmented level. CX of the future will require both understanding and action at a very personal and individual level. • Desperately Seeking Human. As corporate distrust and disgust levels rise, consumers are gravitating toward brands and companies that show customers genuine empathy, honesty, and personality. Consumers feel that faceless “corporate” businesses have failed them. We are looking for genuine interactions with companies – across channels - that are honest, transparent, and authentic. • I Knew You Wanted That. It’s time to stop using CX exclusively in a reactive mode and turn our attention to a proactive approach. We now have the technology to become predictive in helpful ways to customers. The concept is about anticipating and fulfilling needs at the individual level using behavioral, emotional, and attitudinal data and delivering customer value. • The Clear Blurred Line. Customer experience research used to be all about measurement. Researchers needed to provide reliable and valid measures of what was happening during the customer service experience so companies could improve their processes. In the future, customer experience research will become a series of two-way contacts to both measure and support the customer throughout the ownership lifecycle. • TechnoUbiquity. Within the CX industry, the last 3-5 years have brought technology innovation that has changed the way companies engage and respond to customer concerns. Real-time analytics and advanced tools to harness big data provide the learning and insight to help customer-oriented companies act more quickly and decisively to improve the bottom line.

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        • How Maersk Line improved their Net Promoter Score by 40 points, through improving their Customer Experience

          55:49

          from Beyond Philosophy / Added

          1,004 Plays / / 0 Comments

          Learn How Maersk Line improved their Net Promoter Score by 40 points, through improving their Customer Experience

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          • Filene Community Webinar Special Guest Mark Hurst of Creative Good 5-28-14

            55:32

            from Filene Research / Added

            6 Plays / / 0 Comments

            Filene welcomed Mark Hurst as a special guest of our Community Webinar on May 28. Mark is the founder and CEO of Creative Good, a New York City-based consulting and services company focused on the customer experience. Customer/Member experience is a topic of interest at Filene, especially as it relates to our credit union impact programs: Digital Strategies and Innovation Immersion. Find out more at filene.org.

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            • Strativity Customer Experience Management Boot Camp #9 - TUrning Voice of the Customer into Actionable Results

              55:20

              from Strativity Group / Added

              64 Plays / / 0 Comments

              The 9th installment of Strativity Group's 10-part Customer Experience Management boot camp series.

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              • 2013 Customer Experience Findings from McKinsey & Company Webinar

                54:57

                from Filene Research / Added

                293 Plays / / 0 Comments

                Filene Fellow Dorian Stone from McKinsey and Company joined us on August 16, 2013 to share McKinsey’s 2013 findings for North American banking and customer experience implications. View the recap and slides at filene.org.

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                • Webinar: Discover how to combine CXM with your DMS & DAM Solution

                  54:23

                  from Hippo CMS / Added

                  102 Plays / / 0 Comments

                  Video and background information create more engagement but are often hidden throughout the organization. In this webinar Nuxeo's Jane Zupan and Arjé Cahn, CTO and co-founder of Hippo, will present how to bridge the gap and maintain a unified message across all your channels. We share: - How a connector between Nuxeo Content Management Platform and Hippo CMS enables content from an internal repository to be shared with external audiences without duplicating information or losing content history, - How valuable digital assets such as images, audio, and video can be captured, processed, reviewed, and tagged in Nuxeo DAM and delivered through CMIS on a Hippo environment for an optimal customer experience, - How organizations can run content through a secure validation workflow, maintain versions, and serve approved content to external customers or other audiences. This webinar includes a live demo how smooth how smooth an integration of DMS/DAM and CXM/CMS can be.

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                  • MX 2014 | Bill Scott | Bringing Change to Life

                    54:17

                    from Adaptive Path / Added

                    778 Plays / / 0 Comments

                    Change in an organization is really hard. This is especially true when a company that was once on the forefront of innovation finds itself having lost that luster through its own growth & success. The last couple of years there has been a transformation happening at PayPal that is touching every part of the organization to make it innovative again. At the heart of this change is a new, close partnership between design and engineering. Can your organization be changed? From Bill’s experience at Yahoo!, Netflix, PayPal and consulting with numerous companies he believes there are some core principles you can employ to drive transformation that are all centered around the customer. The question Bill will explore is “How can design be the catalyst for that change?” While this talk will be inspirational, it will take an honest (and humorous) look at what has worked and what hasn’t worked so well in trying to scale change.

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                    • The Age of Customer-Centric Healthcare: Healthcare Payer Best Practices For Transforming Customer Experience and Communication

                      54:09

                      from Thunderhead.com / Added

                      114 Plays / / 0 Comments

                      The ‘age of the consumer’ has arrived. Strong forces are converging to accelerate the industry shift to become more consumer focused. This webcast examines the cause and effect of these forces on the business and technology strategies of health care payers. From the Affordable Care Act (ACA), to Consumer Directed Health Plans, to the unprecedented adoption of mobile devices; the dramatic transformation of the health insurance industry will require insurers to quickly examine and adjust their capability to meet customer experience expectations throughout the entire customer journey, with communications playing a key role. Watch this program to learn best practices and hear how BCBS North Carolina meets the challenge of delivering customer-centric and compliant communications.

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