Kindle Fire
Kindle Fire
You could win a Kindle Fire just by registering and attending a Smart Customer Service web event.

Congratulations to the winner for June, Katsumi Funakoshi

Upcoming Webinars

What shape is your data in; is it ready to support the business analytics initiatives you're planning in 2018? In this Best Practices topic, we will looking for recommendations that our readers can use to prepare their data to provide relevant insights. What are the issues that need to be addressed when improving data quality, cleansing imperfect or incomplete data, and creating a master data management strategy that will yield meaningful results?

Sponsored by Pitney Bowes, Melissa, Neustar and RedPoint Global

April 25, 2018 | 11:00 AM PDT / 2:00 PM EDT
This is a FREE E-Broadcast event!


As smartphones have clearly become the preeminent mode of communications, the notion of delivering customer service via mobile devices has really taken off. Search on mobile devices will exceed those on desktop computers by 28 billion inquiries in 2017. Sixty-three percent of U.S. adults use mobile devices at least several times per month to seek customer support, and 90 percent have had poor experiences seeking customer support on mobile. Clearly, there is much work to be done in improving the mobile customer service channel.

Sponsored by Genesys and Radial

May 02, 2018 | 11:00 AM PDT / 2:00 PM EDT
This is a FREE E-Broadcast event!


Traditional marketing analytics or scoreboards are essential for evaluating the success or failure of past marketing activities. But today's marketers want to be able to predict how future programs will fare before they are launched. Enter predictive marketing techniques like predictive modeling for customer behavior, predictive lead scoring, and all sorts of marketing strategies based on predictive analytics insights.

Sponsored by NICE, Looker and RedPoint Global

May 09, 2018 | 11:00 AM PDT / 2:00 PM EDT
This is a FREE E-Broadcast event!


Knowledge management (KM) can make or break your organization's delivery of customer service. Not only can it impact productivity and profit, it can also affect customer and agent satisfaction. KM done right in customer service can increase customer (and employee) satisfaction, reduce costs, and improve all sorts of efficiencies when dealing with customers. Creating a KM culture within an organization is dependent on the tools and strategies selected and their ability to drive true business impact with ease and accuracy.

Sponsored by CRM

June 06, 2018 | 11:00 AM PDT / 2:00 PM EDT
This is a FREE E-Broadcast event!


Join us on our annual Roundtable web event where we will focus on top AppExchange solutions for sales and marketing that will help you drive your sales productivity, make better decisions and accelerate your sales cycle. Integrate your sales efforts with AppExchange marketing solutions and engage prospects with personalized interactions across email, mobile, social, advertising and your website.

Sponsored by Conga

June 13, 2018 | 11:00 AM PDT / 2:00 PM EDT
This is a FREE E-Broadcast event!


Creating good customer experiences in a contact center environment should really start with creating great agent and supervisor experiences. More effective training and coaching combined with easier access to tools and information to help them do their jobs better and more efficiently creates better customer experiences, more productive agents, and less agent turnover.

Sponsored by Verint

June 20, 2018 | 11:00 AM PDT / 2:00 PM EDT
This is a FREE E-Broadcast event!


Great customer service starts with viewing all touch points through the perspective of your customers. Any process or technology gaps need to be identified and addressed. Join us on this month's roundtable webinar where our panel of experts will look at how organizations can scan their customer service efforts and plan for improvements that will fix the gaps and wow their customers.

Sponsored by CRM

July 11, 2018 | 11:00 AM PDT / 2:00 PM EDT
This is a FREE E-Broadcast event!


Investment in marketing technologies has exploded in the past few years. Amazingly, CMOs have outspent CIOs in 2017, according to a report by Gartner. Separate solutions are applied to each stage in the customer journey—awareness, acquisition, conversion, retention, advocacy, data collection, and analysis. The majority of businesses now have more than two dozen applications in their marketing technology stacks, and integrating the components is no easy task.

Sponsored by Looker

July 25, 2018 | 11:00 AM PDT / 2:00 PM EDT
This is a FREE E-Broadcast event!


The proliferation of data tools has made their use far more widespread throughout an organization—and made them less intimidating to non-technical employees. The result is a higher level of data literacy across the board as more employees see the value in access to information.

Sponsored by Calabrio

August 01, 2018 | 11:00 AM PDT / 2:00 PM EDT
This is a FREE E-Broadcast event!


According to a recent report by Grand View Research, the global customer experience management (CEM) market is expected to grow at a compound annual growth rate of 22 percent between 2017 and 2025. Another report by Econsultancy found that 72 percent of businesses leaders pointed to customer experience (CX) as the single most exciting opportunity; it topped the list for the third straight year. But what are the best strategies for creating highly effective customer experiences?

Sponsored by CRM

August 15, 2018 | 11:00 AM PDT / 2:00 PM EDT
This is a FREE E-Broadcast event!


According to a report by McKinsey Global Institute, 40 percent of the time spent on sales activities can be automated if companies would just adopt current AI technologies. And artificial intelligence offers far more than automating routine administrative tasks; it can also uncover better leads; provide stronger, more relevant information; shorten sales cycles; and assist salespeople with closing deals.

Sponsored by BigTinCan

August 29, 2018 | 11:00 AM PDT / 2:00 PM EDT
This is a FREE E-Broadcast event!


Sales enablement tools have had a huge impact on productivity and revenue in recent years. Many companies have done a much better job of providing salespeople with the tools to spot opportunities and the information to close deals. Searching for marketing content, cobbling together contracts, and looking for the best profile prospects can be accelerated with stronger sales enablement strategies and technologies.

Sponsored by BigTinCan

September 12, 2018 | 11:00 AM PDT / 2:00 PM EDT
This is a FREE E-Broadcast event!


Artificial intelligence and machine learning technologies in customer service and other customer-facing departments has attracted a lot of attention in the past year and a half. One study shows that 80 percent of companies plan to incorporate AI into their customer service departments by 2020. Whether it's AI-powered bots or AI assisting a human agent, AI's promise has predicted vast improvements in everything from first-call resolution to shorter handling times, leading, of course, to resulting improvements in service and experiences. Join us on this roundtable webinar and learn how AI can transform your customer service delivery.

Sponsored by Genesys and eGain

September 26, 2018 | 11:00 AM PDT / 2:00 PM EDT
This is a FREE E-Broadcast event!


Faster sales cycles are possible even with large scale and complex sales quotes. Learn how to simplify the quote-to-cash process with tools that will help you close more deals at a faster rate. Increase profits and take control of your pipeline by consistently simplifying complex tasks.

Sponsored by CRM

October 03, 2018 | 11:00 AM PDT / 2:00 PM EDT
This is a FREE E-Broadcast event!


Our contact center innovations Best Practices installment is perennially one of readers' favorite topics and a great opportunity to alert our audience to all of the breakthroughs, themes, and practices occurring in contact centers during the previous year. Past innovations have spotlighted social customer support, WebRTC, the move to omnichannel support, and all of the other innovations driving better customer experiences.

Sponsored by Neustar and Verint

October 10, 2018 | 11:00 AM PDT / 2:00 PM EDT
This is a FREE E-Broadcast event!


Can delivering better customer experiences improve revenue and shareholder value? You bet. But how can companies target areas for improving customer experiences (CX) and stay on course while continually improving CX at every stage in the customer journey? That's where analytics becomes crucial.

Sponsored by Calabrio and Looker

October 24, 2018 | 11:00 AM PDT / 2:00 PM EDT
This is a FREE E-Broadcast event!


According to Gartner Group, nearly 89 percent of companies are primarily competing based on the level of customer experience (CX) they provide. Voice of the customer programs are critical for helping businesses gauge their level of success or failure, enabling them to make adjustments and improve CX.

Sponsored by CRM

November 07, 2018 | 11:00 AM PST / 2:00 PM EST
This is a FREE E-Broadcast event!


Every online store spends an enormous amount of effort trying to attract new customers while retaining previous one, or at least trying to entice them to purchase again. This is where a CRM strategy and solution can help. An e-commerce CRM system can provide online stores with information about customer habits, interests, shipping preferences, and even help to create a clear customer journey map for developing better marketing strategies and increasing sales. With so many online options available to consumers, a strong CRM/e-commerce strategy is crucial to online merchants.

Sponsored by CRM

November 14, 2018 | 11:00 AM PST / 2:00 PM EST
This is a FREE E-Broadcast event!


There are many reasons to provide superb customer care, but getting noticed for your efforts can be difficult. Shifting from purely reactive to more proactive customer care can get the attention, in a good way, of customers. Proactive customer care is a visible differentiator that translates into better customer experiences, loyalty, and positive attitudes toward your brand.

Sponsored by CRM

December 05, 2018 | 11:00 AM PST / 2:00 PM EST
This is a FREE E-Broadcast event!


What innovations have been produced in the world of customer relationship management in 2018? Join us on this final roundtable webinar of the year, where we will ask participants to give us their take on the significant breakthroughs of 2018 and how they contributed to their customers' successes throughout the year.

Sponsored by CRM

December 12, 2018 | 11:00 AM PST / 2:00 PM EST
This is a FREE E-Broadcast event!


For information on sponsoring a Smart Customer Service Web Event, please download our sponsorship packet (PDF format) or contact DawnEl Harris (dawnel@destinationcrm.com).

Archived Webinars

Original Broadcast: April 18, 2018

Website AI and self-service have become the darlings of customer service cost control, with their ability to deflect expensive calls to customer service agents. But savvy customer service leaders know that every AI strategy needs to be backstopped with a "humanization strategy" – the escalation a customer can invoke when AI doesn't solve the problem and when frustrated customers need expert human help, immediately, or else!

Sponsored by Glance

Original Broadcast: April 11, 2018

According to Forrester, 20% of CEOs will fail to act on digital transformation and put their firms at risk in 2018. This year is pivotal for companies to define themselves by, and for, the customer. The race is on; how is your business planning to optimize digital customer experiences?

Sponsored by Medallia

Original Broadcast: April 04, 2018

Intelligent contact centers are a reality in 2018. Big Data artificial intelligence, smart call routing, omnichannel service, and operational excellence are not only possible but demanded by discerning clients

Sponsored by Calabrio, Neustar and NICE Nexidia

Original Broadcast: March 21, 2018

Creating smooth customer journeys starts with mapping the various stages that customers must follow on the passage from prospect to customer to service client or repeat customer. These journeys can be simple or quite complex, but every customer journey needs to be carefully examined and scripted to ensure the experience is smooth and customer momentum is sustained.

Sponsored by NICE and AskNicely

Original Broadcast: March 14, 2018

The backbone of many organizations' customer service has been their interactive voice response (IVR) systems, whose customer-serving contributions may have been overlooked as new channels were added. But IVR still accounts for much of the heavy lifting when it comes to self-service, and that won't change anytime soon.

Sponsored by NICE, Radial, Nuance and Convergys

Original Broadcast: March 07, 2018

Providing excellent Customer Self-Service (CSS) tools not only improves customer experiences (CX), it also manage improve CX while lowering customer service costs. That should sound like a pretty good business case for helping customers help themselves.

Sponsored by USAN and RightAnswers

Original Broadcast: February 28, 2018

Providing seamless customer support across all channels is the goal of most organizations. Unfortunately many organizations still have not been able to create a true customer engagement model. Agents don't have the information they need, information is still in separate silos and out of reach, and the customers' journeys are still interrupted when they change channels. But some organizations have managed to make the transition, despite facing all of these obstacles.

Sponsored by Calabrio, NICE, CallMiner and Mitel

Original Broadcast: February 21, 2018

Salesforce is your sales organization's most valuable tool and repository for storing sales-related activities, proposals, contracts, invoices and important partner, prospect and customer information. By integrating digital-enabling technologies like electronic signatures directly into this CRM system, you not only eliminate paper, but get to streamline every day sales processes.

Sponsored by eSignLive

Original Broadcast: February 14, 2018

Join us on this unique webcast where our industry experts from Conga and NICE will make their predictions for the big trends and themes in 2018. Find out how to prepare and plan for major shifts in customer relationship trends.

Sponsored by Conga and NICE

Original Broadcast: February 07, 2018

This time of year, many people are reflecting upon what they've accomplished this year and what to anticipate in the future. We tend to underestimate change in the long term and overestimate change in the short term. So talking about this topic for 2018 can be fraught with challenges – but we're going to do it anyway!

Sponsored by Confirmit

Original Broadcast: January 31, 2018

Communicating with customers with consistent, accurate messaging is vital when improving customer experience across channels.

Sponsored by Quadient and Messagepoint

Original Broadcast: January 24, 2018

In many ways, the CIO's role has changed dramatically in the past few years as more cloud-based technology has come online in sales, marketing, and customer service departments.

Sponsored by NICE and Pitney Bowes

Original Broadcast: December 13, 2017

Building a salesforce starts with hiring the right people with the right drive and instincts. But gaining a competitive edge often relies on providing the tools that optimize the chances for positive outcomes.

Sponsored by Conga, Looker and ClearSlide

Original Broadcast: December 06, 2017

As innovations evolve in scope and sophistication, it's essential to keep current with what has changed and what recent advancements can take your service levels even higher.

Sponsored by InGenius, NICE inContact and Liveops

Original Broadcast: November 15, 2017

With 67 percent of customers choosing self-service as their preferred channel for finding answers, you better deliver. The good news is that providing exceptional self-service options is also good for the bottom line.

Sponsored by Pitney Bowes and NICE

Original Broadcast: November 08, 2017

Enhancing customer experiences is a long-term pursuit, not a short term transaction. Companies that truly want to build a solid foundation of customer loyalty must embrace a customer centric philosophy through focused Customer Experience Management principles.

Sponsored by Verint and Trianz

Original Broadcast: November 01, 2017

The big trend in Business Intelligence and Analytics Solutions these days is the ease of use by line-of-business personnel with less emphasis on IT support. This means that these decision support solutions can be accessed by the very people making the decisions and who can get much closer insights into what the data is reflecting.

Sponsored by NICE, Looker and Avanade

Original Broadcast: October 25, 2017

Customer Engagement Center (CEC) encompasses the technologies, applications, people and processes to interact with customers, across channels, while retaining the customers' context, to provide consistent and efficient customer service.

Sponsored by Calabrio, SmartAction, Verint and NICE

Original Broadcast: October 04, 2017

Contact centers are re-tooling to deliver highly personalized service. Learn what The Auto Club Group has done, what others are doing and where the contact center industry is headed.

Sponsored by Altivon and Genesys

Original Broadcast: September 27, 2017

Workforce optimization (WFO) solutions are essential for helping to create more productive agents through better training and coaching. Better-prepared agents directly translate into better customer experiences.

Sponsored by NICE and OpenText

Original Broadcast: September 20, 2017

The role of the CDO is critical for any organization looking to embrace digital transformation. That's why 82% of CIOs believe there is a compelling case to hire a CDO in most organizations today. Yet, for businesses to become data-driven, they need to empower their CDO to ensure quality information that can be used in a meaningful way throughout the organization. 

Sponsored by Experian Data Quality

Original Broadcast: September 14, 2017

Seventy percent of website visitors will never return to a site, taking with them your opportunities to generate revenue and increase engagement. Web notifications — sometimes called browser notifications or web push notifications — are a powerful tool to reach your web audience, even after they're off your site.

Sponsored by Urban Airship

Original Broadcast: August 29, 2017

Legacy CRM systems and a lack of process can hold your enterprise back, making it difficult to provide proactive customer service. Forrester Consulting recently interviewed Epicor to assess the benefits, costs, and risks associated with investing in a new approach to customer service management — one that goes beyond CRM and delivers effortless, proactive, and connected customer service.

Sponsored by ServiceNow

Original Broadcast: August 23, 2017

Analytical based decision technologies have huge implications for sales, marketing, customer service – and Customer Experiences. Join our expert panelists on this Roundtable Webcast and find out how you can use the insights from analytics to drive growth, personalize and optimize Customer Experience and loyalty, and improve conversion rates of potential prospects.

Sponsored by NICE and DialogTech

Original Broadcast: August 16, 2017

Salesforce AppExchange offerings that focus on sales & marketing solutions are incredibly numerous and amazingly varied in their breath of options.

Sponsored by Conga and BigTinCan

Original Broadcast: July 26, 2017

Top-performing businesses pay close attention to what their customers feel about their experiences with a product, brand or business, and Voice of the Customer (VoC) programs deliver those crucial insights.

Sponsored by Calabrio, Verint, NICE and Confirmit

Original Broadcast: July 19, 2017

Customers want highly personalized and relevant interactions with your organization that reflect their needs, preferences, behaviors, and past purchases.  How will you deliver hyper-personalized customer engagement consistently across all touchpoints in real time?

Sponsored by RedPoint

Original Broadcast: July 12, 2017

Join us for this Roundtable webcast, where we'll focus on "smart" customer service: letting customers choose how they want to interact with your company, and providing a single source of truth across all channels. Find out what our expert panelists from Radial and Verint recommend for delivering truly smart customer service.

Sponsored by Radial and Verint

Original Broadcast: June 28, 2017

A growing market awareness of the importance of the employees in customer engagement centers is triggering an adjustment in the technologies needed to manage their day-to-day roles. Join this webinar to learn how you can transform sensitivity to your employees' needs into an integral tool for meeting your strategic business goals.

Sponsored by NICE

Original Broadcast: June 21, 2017

The average customer journey involves six steps on various engagement channels. No matter the channel — face-to-face, IVR, mobile app, website, live-chat, or email — consumers expect seamless, fast, informed, and often personalized service.

Sponsored by NICE

Original Broadcast: June 14, 2017

When marketers don't message new opt-in app users, they waste $.95 cents of every dollar spent acquiring them since only 5% continue to use those apps 90 days later. Considering the cold-hard cash that goes into app user acquisition, let's focus on how you can keep them.

Sponsored by Urban Airship

Original Broadcast: June 06, 2017

Your customers demand effortless service. They expect personalized experiences, meaningful interactions, and the ability to choose how they engage across the spectrum of your business. But how do you fully engage and meet the needs of individual customers, even as you grapple with the constant pressure to reduce the costs of service delivery and adhere to mandates?

Sponsored by ServiceNow

Original Broadcast: May 24, 2017

Sales Managers are always looking for new and effective ways to identify the right accounts to sell into. However, the manual process of selecting the most productive accounts in each territory and identifying the best opportunities in new markets to optimize customer acquisition, upsell, cross-sell and retention is a daunting task.

Sponsored by EverString

Original Broadcast: May 17, 2017

Revenue, reputation, regulation: there's a lot on the line when it comes to your data quality—it can make or break your company. While businesses today talk a great deal about being data-driven, many of them lack the confidence in their data necessary to drive new initiatives. Given that C-level executives believe that 33 percent of their data is inaccurate, it's easy to understand why. Do you fully trust your data to make important decisions?

Sponsored by Experian

Original Broadcast: April 26, 2017

The challenges of moving to a true omnichannel customer service model can be daunting. This is a hot topic but few companies have successfully made the transition.

Sponsored by NICE and Masergy