Upcoming Events

High-Performing Health Scores With Kristi Faltortusso


June 24, 2021 - 11 AM

Join us for our June event, featuring Kristi Faltorusso, VP of Customer Success at ClientSuccess, on what makes a high-performing health score.

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Past Events

Recap: How Satisfied Are You With CSAT?

May 28, 2020 - 1 AM

We had the pleasure of hosting Jill Kahn, VP Customer Support Engineering at Fastly, and Charlotte Ward, Head of Customer Support at Snowplow Analytics, to weigh the pros and cons of CSAT as a customer experience metric.

Recap

Recap: How Likely Are You To Recommend NPS to a Friend or Colleague?

April 28, 2021 - 12 PM

Since 2003, many companies have relied on Net Promoter Score (“NPS”) for insight into how happy and loyal their customers are. However, with customer expectations rising and customer experience reigning as today's primary competitive differentiator, many CX leaders are debating the efficacy of the NPS metric in measuring customer relationship health.

Recap

Powering Amazing CX With Support Culture & Technology

March 25, 2021 - 11 AM

Join us for our March event, a "fireside chat" with Matthew Caron, Head of Customer Support at OpenTable, on how to power amazing customer experience with Support culture and technology.

Recap

Recap: Building a CX Program From Scratch with Jim Jones

February 25, 2021 - 11 AM

“I believe CX can be a department and be responsible for the plumbing and the wiring, but it also needs to be baked into every team.”

Recap

Recap: The Customer Voice Chain of Custody

January 28, 2021 - 11 AM

Organizations that seek to leverage Voice of Customer (“VoC”) for a better customer experience often face a paradox — striving for company-wide ownership can diminish accountability as teams continue working toward their individual KPIs. Still, without whole-company ownership, meaningful action is rarely taken. Our panelists, Zach Bouzan-Kaloustian, VP ...

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Recap: Building for the Real Customer Experience

November 19, 2020 - 11 AM

47% of CX leaders believe it’s only getting harder to please customers. One potential reason for this is that organizations don’t see the same version of the customer experience that their customers see. ...

Recap

Recap: TS Balaji on the Evolution of CX Measurement

October 21, 2020 - 11 AM

“A new way of thinking first requires a fresh way of seeing or measuring the world around us.”

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Recap: Maximizing VoC Volume with Executive Sponsorship

July 16, 2020 - 1 AM

An effective Voice of Customer strategy can have many moving parts. As a result, organizations with industry-leading CX often have an executive sponsor to ensure that VoC initiatives result in impactful action and don't stop at listening.

Recap

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Recap: James Scott on The VoC-Informed Product Roadmap

August 30, 2020 - 5 PM

“Surprises are great for birthdays, but not when you’re running a SaaS business.” It’s no surprise that 63% of CX professionals use customer feedback to prioritize investment in better products, services and customer experiences.

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Recap: Jason Viglione on the Role of Support in VoC

August 9, 2020 - 5 PM

For people who’ve worked in Support, the frustration of knowing that customer conversations contain valuable insights, but not being able to communicate that value to other stakeholders is a common feeling.

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Recap: VoC for a Customer-First Culture with Kristi Faltorusso

June 18, 2020 - 6 PM

We welcomed Kristi Faltorusso, VP of Customer Success at Intellishift, as our speaker for Signal VoC’s inaugural Member Spotlight event.

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