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

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

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

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