August 12, 2021 - 11 AM
Join us for our August event featuring Erica Ayotte Favorito, VP of Customer Success at Privy, on the anatomy of a data-driven customer journey.
July 21, 2020 - 11 AM
With more companies than ever competing on customer experience, many companies are investing in dedicated CX teams. With so many different functions orbiting the customer experience, there’s some debate about what internal resources and expertise should become the launchpad for new CX functions. In Usersnap’s 2020 State of Customer Experience report, 60% of B2B respondents and 67% of B2C respondents said that the Support function has the greatest investment in CX.
June 24, 2020 - 11 AM
46% of Customer Success teams use health scores to forecast churn and renewals (CSM Practice). But health scores are only as good as what you put into them and the actions that they’re able to drive. We recently hosted Kristi Faltorusso, VP of Customer Success at ClientSuccess, and Founder of CS Real Simple, for a session to unpack what makes a high-performing health score.
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.
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.
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.”
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 ...
October 21, 2020 - 11 AM
“A new way of thinking first requires a fresh way of seeing or measuring the world around us.”
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.
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.
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.
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.