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Resources

CX for EVERY STAGE

How to Scale Your Voice of Customer Program from Startup to Enterprise

GET THE E-BOOK

CX for EVERY STAGE

How to Scale Your Voice of Customer Program from Startup to Enterprise

GET THE E-BOOK

CX WEBINARS ON DEMAND

  • ENTERPRISE SaaS CX
  • CUSTOMER JOURNEY
  • CX ANALYTICS
  • EVANGELIZE CX
  • DIGITAL TRANSFORMATION
  • CX for PRODUCT TEAMS

ENTERPRISE SaaS CX

WATCH NOW

HOW TO SCALE CX WEBINAR: Voice of Customer from Metrics to Impact & Advocacy

How do you develop a Voice of Customer program that delivers customer experience transformation? In this webinar, Guneet Singh, Director of Customer Experience Programs at DocuSign shares how to lay a foundation for quantifying the impact of VoC on retention, and scale to shape product roadmap and drive customer advocacy.

At DocuSign, Guneet works closely with the product team to leverage the power of NPS and CES feedback at scale to understand and advocate for the experience of over 100 million users.

This recorded webinar is 45 minutes (30 min content, plus 15 min Q&A).

CUSTOMER JOURNEY

WATCH NOW

WEBINAR: Using CX Surveys at Touchpoints to Improve Customer Experience

Critics of the Net Promoter Score often say that it isn’t enough to capture the useful feedback throughout the customer life cycle, and they’re right. That’s why other customer experience surveys like Customer Effort Score and Customer Satisfaction exist.

To get actionable insight, you need to ask the right question at the right time.

In this recorded webinar, you’ll learn:

  • How to match the right CX surveys to the appropriate customer journey touchpoints.
  • How to mine valuable insight from large quantities of customer feedback.
  • How to build follow-up processes that are convenient and personal.
  • How MindTouch implemented surveys at each journey point to prioritize projects and improve their customer experience.

Reap the benefits of having both a holistic view of customer sentiment as well as the capability to dig into each journey point.

This recorded webinar is 45 minutes (30 min content, plus 15 min Q&A).

CX ANALYTICS

WATCH NOW

Customer comments contain rich guidance for improving CX, and this is where text and sentiment analytics can help. In this webinar, Jessica Pfeifer, Chief Customer Officer at Wootric, covers how machine learning now delivers quality, real-time auto-categorization and sentiment analysis in an analytics platform designed for CX needs. Three current use cases are covered: Product roadmap prioritization, Customer Journey optimization and Issue Detection/Risk Management

EVANGELIZE CX

WATCH NOW

In the first of our webinar series about scaling a CX Program, Jessica Pfeifer, Cofounder of Wootric, talks to Dave Hansen, Senior Marketing Manager for Client Advocacy at Watermark. Dave initiated the company’s modern NPS program two years ago and still manages its delivery today. Watermark’s program now engages every customer-facing function, leverages Salesforce, and monitors multiple touch-points in the customer’s journey.

Dave will share four factors that contribute to Watermark’s success driving customer-centricity throughout the organization and across multiple product lines and services.

– Relationship Building
– Analytics
– Technology
– Customer Journey

Offering both strategic and practical insights, this webinar is for professionals who are establishing a CX program or are looking to scale an existing approach.

30 minute webinar plus 15 minutes Q&A

DIGITAL TRANSFORMATION

Banco Guayaquil Building
WATCH NOW

How to Use Voice-of-the-Customer to Transform CX in Banking

In this webinar, Jorge Hurtado, Head of Digital Transformation and Innovation at Banco Guayaquil, shares will share his framework for moving toward CX maturity. Learn how to:

  • Create a Voice-of-the-Customer plan that will be embraced by all stakeholders.
  • Empower the C-suite to prioritize CX improvements across the customer journey
  • Use the Listen, Learn, Act framework for impact across functions
  • Shape the digital roadmap with insights from AI-driven text analytics
  • Engage and empower branch managers to improve satisfaction
  • Close the loop with customers and employees

Offering both strategic and practical insights, this webinar is for professionals who are establishing a CX program or are looking to modernize an existing approach.

45 minute webinar plus 15 minutes Q&A

CX for PRODUCT TEAMS

WATCH NOW

In the second of our webinar series about scaling a CX Program, Lisa Abbott, VP of Marketing and Business Development at Wootric, talks to Nathan Lippi, Product Manager – Customer Insight and Growth at PandaDoc.

In this webinar, Nathan explains how PandaDoc’s overseas product team used NPS, and now CSAT, to bring focus to CX. It is a crawl, walk, run approach that any product team can learn from and adopt. Learn:

– How CX feedback can be used to prioritize product roadmap
– A simple way to ensure engineers engage with customers.
– How to leverage CX metrics to tackle the “big hairy” challenges, not just quick wins.
– How to engage other teams like Success and Sales in a CX initiative using feedback collected by the product team.

Offering both strategic and practical insights, this webinar is for professionals who are establishing a CX program or are looking to scale an existing approach.

30 minute webinar plus 15 minutes Q&A

CX ACADEMY

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  • NPS & CX (Customer Experience) Fundamentals
  • Improving NPS & CX
  • Text & Sentiment Analytics

All

A Primer on the 3 Most Important CX Metrics – NPS, CSAT and CES

Ebook: NPS Software Buyer’s Guide

WEBINAR: Using CX Surveys at Touchpoints to Improve Customer Experience

Webinar: Using Text & Sentiment Analytics to Improve Customer Experience

Net Promoter Score webinar- 5 ways to Modernize

WEBINAR ON DEMAND: 5 Ways to Modernize Your NPS Program

Webinar: The Easiest Way to Improve Onboarding- CES

Webinar: The Easiest Way to Improve Onboarding: Measure Customer Effort

Customer Experience Transformation Checklist

5 Ways to Break Down the Data Silos that Hurt Customer Experience

Webinar: How to Evangelize CX in Your Organization

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NPS & CX (Customer Experience) Fundamentals

A Primer on the 3 Most Important CX Metrics – NPS, CSAT and CES

bored customer looking on laptop

Why You Should Abandon Long Customer Surveys (and Use Always-On Microsurveys Instead)

NPS Survey Channels

In-app, Email or SMS Surveys? How to Choose the Best Customer Feedback Channels for Your Business

How to Choose the Best Net Promoter Score Software for Your Business

Canada Geese Flying In Formation

A 4-Step Process for Aligning Every Employee Around Improving Customer Experience

Intercom NPS

Wootric + Intercom: Closing the Net Promoter Score Loop

10 Things Every SaaS Business Should Know About Net Promoter Score

NEW-WAYS-SAAS-COMPANIES-ARE-USING-THE-CUSTOMER-EFFORT-METRIC-1

CES: New Ways SaaS Companies are Using Customer Effort Score

The Joy of Net Promoter Score: Sharing Customer Praise

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Improving NPS & CX

The 8 Principles for Improving Customer Experience with NPS

Eight Principles for Improving Customer Experience with NPS

How to Get More from Your Net Promoter Score Program

How to Use Slack and Net Promoter Score Data to Create a Customer-Focused Culture

Segment NPS

How to Segment NPS Data to Understand the “Why” Behind Your Score

Man filling out survey

How to Get Higher Response Rates in the Age of Survey Fatigue

Making CX Metrics Matter to Everyone Feature Image

How to Get Others in Your Company to Care About What Customers are Saying

Woman Stands on Bench while Others Sit and Look Up to Her

Using Industry Benchmarks to Set a Good Net Promoter Score (NPS) Goal

How to Learn from Bad Net Promoter Scores

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Text & Sentiment Analytics

Webinar: Using Text & Sentiment Analytics to Improve Customer Experience

Adopting AI to Improve CX? 5 Prerequisites for Success

Automatically Analyze Qualitative Customer Feedback with Auto-tagging

CX Tipping Point: 7 Signs You Need Text & Sentiment Analytics

Blended AI will Improve Customer Experience (CX), But Keep It Human

Natural language processing concept word cloud background

Two Big CX Trends: Why You Need Text & Sentiment Analysis of Survey Responses

How Sentiment Analysis Improves Employee Engagement in Healthcare

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Win customers for life.

Learn how to align your entire team around customer happiness.

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CX

CX FOR EVERY STAGE: How to scale your Voice of Customer program from startup to enterprise

A Primer on the 3 Most Important CX Metrics – NPS, CSAT and CES

WEBINAR: Using CX Surveys at Touchpoints to Improve Customer Experience

Webinar: How to Evangelize CX in Your Organization

Customer Journey Mapping Guide

The Customer Journey Mapping Guide to Getting Started

Webinar: Using Text & Sentiment Analytics to Improve Customer Experience

CX Tipping Point: 7 Signs You Need Text & Sentiment Analytics

5 Ways to Break Down the Data Silos that Hurt Customer Experience

3-MUST-HAVES-for a successful CX Transformation

3 Must-Haves for a Successful CX Transformation

Webinar: The Easiest Way to Improve Onboarding- CES

Webinar: The Easiest Way to Improve Onboarding: Measure Customer Effort

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SUCCESS

Net Promoter Score webinar- 5 ways to Modernize

WEBINAR ON DEMAND: 5 Ways to Modernize Your NPS Program

WEBINAR: Using CX Surveys at Touchpoints to Improve Customer Experience

The Easiest Way to Improve Customer Onboarding: Measure Customer Effort

Repeat After Me: “Customer Success Managers are not Support”

Case Study: How Entelo uses
In-app Customer Feedback to Prevent Churn

Customer Success Managers - Prove your worth

Customer Success Managers: Prove Your Worth and Get a Raise with Leading Indicators

Customer Success Analyst Feature Image

Customer Success Analyst: When to Hire Someone Dedicated to the Data

Customer Success Operations Manager Feature Image

Customer Success Operations Manager: Does Your Team Need One?

Time Management for Customer Success Managers

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PRODUCT

Why the Customer Success Manager is the Product Manager’s New BFF

Automatically Analyze Qualitative Customer Feedback with Auto-tagging

Product Managers include Success milestone in your user flows

Product Managers: Why You Should Include Customer Success Milestones In Your User Flows

How the Product Team at PandaDoc rallies around Customer Experience | Wootric

Webinar: Using Text & Sentiment Analytics to Improve Customer Experience

How to Tackle the #1 Problem Product Teams Face: Customer Feedback

How Product Experts Use Qualitative Data Feature Image

How Product Experts Use Qualitative Data for Roadmap Planning

A/B Testing to Optimize Customer Happiness using Net Promoter Score at Magoosh

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MARKETING

CX Tipping Point: 7 Signs You Need Text & Sentiment Analytics

Webinar: How to Evangelize CX in Your Organization

NPS Marketer's Secret Weapon

Net Promoter Score: The Growth Marketer’s Secret Weapon

How to Build an Army of Brand Promoters: The 15Five Story

Tesla Owners and Fans

Find Your Tribe: How Modern Marketers Use NPS to Drive Growth

Leverage NPS Surveys to Boost Brand Advocacy

Natural language processing concept word cloud background

Two Big CX Trends: Why You Need Text & Sentiment Analysis of Survey Responses

CMOs, Don't Get Replaced in 2018 Feature Image

CMOs: Don’t Get Replaced by a Growth Marketer in 2018 – Become One

The Joy of Net Promoter Score: Sharing Customer Praise

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C-SUITE

CX FOR EVERY STAGE: How to scale your Voice of Customer program from startup to enterprise

The Correlation between CX & Growth

There is a Correlation between CX and Revenue Growth – and Here’s the Data to Back It Up

Why is NPS So Popular Feature Image

Why is Net Promoter Score so Popular?

The 8 Principles for Improving Customer Experience with NPS

Eight Principles for Improving Customer Experience with NPS

NPS is a crystal ball

The Future of Net Promoter Score is Here: from Lagging Indicator to Crystal Ball

How-do-SaaS-companies-hire-for-Customer-Success Crowdflare

How SaaS Companies Hire & Scale Customer Success: Perspectives from Leaders at JobScience & brightwheel

How Sentiment Analysis Improves Employee Engagement in Healthcare

Build vs Buy Customer Feedback Software: Making the Best Decision for a Survey Tool

What Happens When You Confuse Repeat Business with Customer Loyalty

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SALES

Superman Reaction Face

Why Every Sales Rep Should Care About Their Company’s Net Promoter Score

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HR

How Sentiment Analysis Improves Employee Engagement in Healthcare

Employers know that hiring individuals who are a good fit is important to the company’s ultimate success, but not everyone recognizes that hiring is just the beginning. In the healthcare industry in particular, where burnout rates have been increasing at alarming rates, monitoring employee sentiment and getting feedback to improve their engagement is crucial to […]

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CX Tipping Point: 7 Signs You Need Text & Sentiment Analytics

The potential for machine learning to elevate the customer experience has everyone buzzing. AI-powered text and sentiment analysis can be an incredible solution for specific problems that CX pros face.  But how do you know when the time is right to move to the next level of CX? Are there new tools you can purchase […]

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NPS is a registered trademark, and Net Promoter Score is a service mark, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld.


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