Apple TV
Apple TV
You could win an Apple TV just by registering and attending a Smart Customer Service web event.

Congratulations to the winner for June, Katsumi Funakoshi 

Upcoming Webinars

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

September 27, 2017 | 11:00 AM PDT / 2:00 PM EDT
This is a FREE E-Broadcast event!


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

October 04, 2017 | 11:00 AM PDT / 2:00 PM EDT
This is a FREE E-Broadcast event!


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

October 11, 2017 | 11:00 AM PDT / 2:00 PM EDT
This is a FREE E-Broadcast event!


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

October 25, 2017 | 11:00 AM PDT / 2:00 PM EDT
This is a FREE E-Broadcast event!


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 Roundtable

November 01, 2017 | 11:00 AM PDT / 2:00 PM EDT
This is a FREE E-Broadcast event!


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

November 15, 2017 | 11:00 AM PT / 2:00 PM ET
This is a FREE E-Broadcast event!


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

December 06, 2017 | 11:00 AM PT / 2:00 PM ET
This is a FREE E-Broadcast event!


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

December 13, 2017 | 11:00 AM PT / 2:00 PM ET
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: 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

Original Broadcast: April 19, 2017

Generating, qualifying, and nurturing leads can be accomplished through sets of business processes that bring exact science to the art of marketing, and help quantify the impact of different variables.

Sponsored by Informatica and Tableau

Original Broadcast: April 12, 2017

Customer needs and expectations are evolving as the world changes. Businesses must meet customers where they are, or risk losing them to competitors. Find out how to leverage technology to differentiate your service experience while meeting the needs of today's empowered consumer.

Sponsored by Oracle

Original Broadcast: April 05, 2017

For a contact center, focusing on the customer experience and ways to continually improve loyalty and revenue spells the difference between an intelligent contact center operation and an average one. Unfortunately many companies and their contact centers just don't take advantage of intelligent technologies now on the market.

Sponsored by Calabrio, SmartAction, Verint and eLoyalty

Original Broadcast: March 29, 2017

Are you considering a CRM implementation or do you currently have a CRM solution in your organization? There are challenges that come with every CRM implementation. Some of the biggest road bumps are CRM governance, change management, and user adoption.

Sponsored by PowerObjects

Original Broadcast: March 22, 2017

According to a recent study, customer experience is expected to overtake price and product as the key brand differentiator by 2020. Not only millennials, but every generation is increasingly inclined to interact digitally. Analysts estimate that in a couple of years, customers will manage 85% of brand interactions without a human.

Sponsored by Pitney Bowes

Original Broadcast: March 01, 2017

There are many day-to-day tools that can help good sales people make the transition to become top performers, helping them be better prepared for sales calls, better target sales ready leads, and make better use of their limited selling time.

Sponsored by Congo, Bigtincan and NICE

Original Broadcast: February 22, 2017

An enormous amount of data is being generated for every customer, cohort, transaction, click and interaction but it's very difficult to recognize patterns and take intelligent actions that improve customer experiences.

Sponsored by NICE, Calabrio and Verint

Original Broadcast: February 15, 2017

What happens if your customer service organization supports over 600,000 custom product configurations and a customer calls in clamoring for support? How do you ensure that your agents have that customer's specific product configuration information at their fingertips to be able to route tasks to the right product specialty teams and quickly resolve the issue?

Sponsored by ServiceNow

Original Broadcast: February 01, 2017

Customer service and customer experience are becoming key differentiators for organizations across all industries. Great customer service starts with your front-line employees. They make the first impression, provide the first touch, and act as the face of your organization. Whether your agents are in the field or in the contact center, they have the opportunity to go beyond providing basic service and to act as the face of your brand.

Sponsored by PowerObjects

Original Broadcast: January 25, 2017

Interactive voice response (IVR) systems have been the backbone of contact centers and self-service solutions for decades. Join Convergys, Jacada, and NICE for this 60-minute Roundtable Webinar to learn where the market is now, and where it is headed in the next 12 months. We will cover digital transformation issues, the exploding mobile segment, and how IVR fits into cross-channel/omnichannel best practices.

Sponsored by Convergys, Jacada and NICE

Original Broadcast: December 06, 2016

For years, companies have used CRM as the software of choice to manage customer engagement and information, in an attempt to deliver a great customer experience. While managing the front end of the engagement process is important, delivering proactive customer service requires much more than that.

Sponsored by ServiceNow

Original Broadcast: November 16, 2016

An omnichannel support environment offers many benefits to companies and their customers. It helps customers get the support they need on their preferred interaction channel. It also helps organizations make smarter business decisions by gaining access to more timely and relevant customer insight. But to succeed with omnichannel support, organizations must plan ahead.

Sponsored by inContact, Avaya and Pitney Bowes

Original Broadcast: November 09, 2016

In this webinar, data quality experts Philip Russom of TDWI and Steve Shissler of Trillium Software will discuss both the principles and practical challenges of deploying an integrated, operational data quality solution that can help ensure your CRM system executes both efficiently and effectively.

Sponsored by Trillium Software

Original Broadcast: November 02, 2016

Enterprise applications are getting so much easier to use that CIOs' roles in selecting, deploying, and maintaining them is changing dramatically. It doesn't mean their roles are diminishing. Instead, as organizations prepare for the Digital Age and the Internet of Things, the role of the CIO will evolve. This roundtable reveals what CIOs must consider as they evolve their customer experience strategies.

Sponsored by Pitney Bowes, Informatica and bpm’online

Original Broadcast: October 26, 2016

Companies must make the most of their customer engagements. To do this, they need innovative technologies that deliver employees and customers as much information as they want, as fast as they need it. There are many ways to do this, but the most successful companies are succeeding with real-time insight and personalization over all digital channels.

Sponsored by CallMiner, Aspect and Avaya

Original Broadcast: October 18, 2016

Alliance Health has been working to improve the well-being of those with chronic health conditions since 2006. The organization is leading a revolution in healthcare by putting people at the center of their business by using innovative digital-experience platforms and professional customer care to improve health outcomes.

Sponsored by PowerObjects

Original Broadcast: October 12, 2016

How are businesses rethinking customer service for today's connected, mobile customers? Join guest speaker Kate Leggett, VP and Principal Analyst at Forrester Research as she reveals how innovative companies are transforming customer service to be easier, more effective, and highly personalized.

Sponsored by ServiceNow

Original Broadcast: October 05, 2016

Savvy enterprise executives understand the importance of meeting and exceeding customer expectations. They know that delivering top-notch customer experiences can be a competitive differentiator. That's why they incorporate the latest analytics capabilities in customer service departments and companywide.

Sponsored by Verint, Informatica, Calabrio, and inContact

Original Broadcast: September 28, 2016

With more than 3,000 apps on the Salesforce AppExchange, it can be difficult to discover the best sales acceleration tools for your business. Fortunately, we've put together a webinar focusing solely on this topic.

Sponsored by Conversica, MapAnything, Conga and Velocify