Upcoming Events
Anatomy of a Data-Driven Customer Journey
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.
Past Events
Recap: Building a CX Function From Support
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.
Recap: High-Performing Health Scores with Kristi Faltorusso
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.
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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: 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.
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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: 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: 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 ...
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: 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.”
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: 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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