A full year of touch points for you and your team to create value together.

Daily, one-hour webinars, designed to reinvigorate your sales and growth strategies! Featuring industry leading thought leaders who will share their insights and use cases to help you accelerate sales and drive revenue.

Monday Session:
Equipping Sellers to Create a Strong Pipeline in 2021

Abstract:
Creating a pipeline is tough when faced with remote working, virtual selling, and an unpredictable selling environment. It requires sales approaches you can turn on a dime. But how can you have an agile sales strategy and guarantee your sellers are ready to execute? We’ll discuss different approaches that have worked and failed.

Click above to register and for more details!

Daily, one-hour webinars, designed to reinvigorate your sales and growth strategies! Featuring industry leading thought leaders who will share their insights and use cases to help you accelerate sales and drive revenue.

Tuesday Session:
SPM/ICM Solution Providers – “What Their Clients are Saying About Them!”

Abstract:
This joint session with OpenSymmetry and NI (formerly, National Instruments) will spotlight results from a research effort that examined how sales performance management (SPM) technology providers perform against customer expectations. Robert Blohm with OpenSymmetry will unpack what these providers offer from a functional standpoint (capabilities & effectiveness) and compare that to what clients experience after they are live. Kyle Johnson from NI will share his experiences deploying and managing one of these leading SPM Solutions. By coupling the research data with a real-world client experience, this discussion will provide participants with a clear understanding of SPM capabilities and how solution providers meet their client’s needs.

Key Take-Aways:

• Comprehensive overview of SPM Solution provider capabilities (out-of-the-box vs. advanced)
• Guide to how well providers meet client needs
• Insight on high-level pricing/budget expectations

Click above to register and for more details!

Daily, one-hour webinars, designed to reinvigorate your sales and growth strategies! Featuring industry leading thought leaders who will share their insights and use cases to help you accelerate sales and drive revenue.

Wednesday Session:
Why AI-Powered Conversation Guidance is the New Must-Have Sales Tech

Abstract:
Every sales leader knows that reps forget much of what they learn during onboarding and in training. This means some reps keep making the same mistakes on sales calls. What if you could guide reps with real-time talking points, relevant content and other insights so that you never have to worry if reps are saying the right things ever again? Thanks to advances in artificial intelligence, AI-powered sales guidance can warn reps before they make a mistake and tell them how to take corrective action. Now, every rep can sell like your top performers.

Click above to register and for more details!

Speakers:

• Brandon Aitken, Chief Commercial Officer, Webhelp SA
• Mathew Conn, Chief Revenue Officer, Merchants
• Council member Gareth Pritchard, Chief Executive Officer, CapeBPO
• Council member Clayton Williams, Chief Executive Officer Designate, CapeBPO

Theme:
Technology and the human touch: how can businesses deliver the best CX solution that creates long-lasting value for both brand and customer in a changing world?

Abstract:
Join us for a virtual tour of two of South Africa’s most successful CX organisations, Merchants and Webhelp. Specialising in the delivery of exceptional customer experience through enhanced human interaction, augmented by digital solutions and technology, both companies continue to lead the market in driving the solutions for now and the future.

A tour of their sites and solutions in the vibrant city of Cape Town will not only give an insight into state-of-the-art contact centres, it will also provide a rare opportunity to understand how to create long-lasting value by embracing technology without losing the human touch.

COVID-19 resulted in significant challenges and impacts. However, it also created new ways of working and the opportunity to enhance the traditional delivery model. South Africa became a successful case study on how to continue and grow CX Operations through a period which resulted in many regions being closed down. The team will share the insight and success during this period and provide a view into what it means for the future of CX and operational delivery.

Agenda:

• Introductions
• Site tour
• Presentation on CX solutions in a changing world
• Q&A

Panelist:

• Alpa Shah, Global Vice President – CX Practice, Frost & Sullivan
• Gabriele Masili, Global Vice President & Chief Technology Officer, Microsoft Customer Experience & Success
• Kevin Doyle, Vice President, Commercial Digital Solutions – Industrial Group, Ecolab Inc.
• Sudhir Nair, Chief Information & Technology Officer, loanDepot
• Tom Trounce, Vice President, Customer Experience, GNC

Abstract:

Businesses are often unable to keep up with the expectations of today’s sophisticated customers. Your competition is a click away in this digital world, and social media can make or break your business. To compete in this environment, both B2C and B2B organizations must deliver more purposeful engagements to maintain brand loyalty. For companies that fail to meet customer expectations, reactions can be swift and painful.

Key Take-Aways:

• Tools for digitally connecting every asset of your business to provide the best customer experience
• Strategies on implementing digital solutions to become a customer-first organization.
• Case studies on bringing together data from across the organization to enable any employee to serve customers better.
• Approaches to facilitating your ability to meet the changing needs of your business.
• Best practices on how to provide a customer experience that can deliver exceptional experiences and new discoveries along the journey.

Join Frost & Sullivan, Microsoft and a panel of prominent thought leaders and discover strategies that will inspire you to reimagine your customer’s experience. Register today to learn what’s possible and how to power end-to-end personalized engagements through the entire journey (across Marketing, Sales, and Service), putting the customer experience first.

BONUS: 100 Lucky registrants will receive an AWESOME gift through priority mail direct to your current (home?) office address (used only to mail this gift). Upon registering, please indicate an address you’ll be able to sign for delivery.

Click below to register.

Moderator:
Yuko Araki Prichard, Vice President, Customer Experience Change Capability and Metrics, AARP

Abstract:
Join us to watch a recording of a stand out video presentation on Balancing Efficiency with the Cost of Customer Experience by Yuko Araki Prichard of AARP. Yuko was a top speaker at our recent Customer Contact VIRTUAL Executive MindXchange. She will lead you in exploring how balanced scorecards using CX metrics can tell us what our customers are doing and feeling during their journey. This well-rounded story gives us powerful insights to optimize the balance between enhancing customer experiences and delivering business results. During this watch party we’ll dive into a deeper discussion with Yuko and one another as we pause at key points. This watch party is a great opportunity to learn together even though we are physically apart.

Key Take-Aways:

• Use data to execute on your customer’s expectations
• Optimize the balance between experience improvements and business outcomes
• Use balanced scorecards to gain the full story from the customer view and business view

Click here to check out the event website for more details!

After Coaching…

• 77% of Executives have an improved working relationship with direct reports
• 71% of Executives have an improved working relationship with immediate supervisors

Coaching is about gaining clarity, creating change and making progress on your goals, outcomes or strategies. This is a chance to bring your most challenging opportunities and blocks to a call, get coaching or learn from your peers’ examples. This will be a live coaching call and you will have opportunities to be coached, ask questions after your peers have been coached or just listen in and learn vicariously. If you’d like to be coached, be sure to bring an actual problem that you really want to change and want help on. Your problem may be someone else’s so do not hesitate to share. We will get to as many as people as possible time permitting.

Your Executive Coach:
Michael O. “Coop” Cooper, Founder of Innovators + Influencers, will be your Virtual Executive Coach. Coop is an internationally recognized executive coach, advisor, facilitator and trainer who specializes in working with executive teams to develop the leadership skills, alignment and strategies to grow and thrive in a constantly changing environment. Coop has 23 years of experience as a coach, management consultant, strategist and project leader with Fortune 1000 companies and small businesses in over 20 countries. He has worked with leaders at Accuray, eBay, Genentech, Google, Novell, Sony Computer Entertainment America, Southwest Airlines, TeleNav, Wells Fargo, Yahoo, Yammer and hundreds of other organizations large and small. He co-led the teams to develop the world’s first wireless web platform for Vodafone and Verizon deployed in 27 countries and developed the specifications for the first custom internet car-ordering system for Honda. He has also been selected to coach the prestigious TED Fellows. Coop is a contributor to Fast Company.

Achieving Organization-Wide Customer Centricity!

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Moderator:

Andrew Deutscher, Founder, Regenerate

Abstract:

As these challenging times continue, it’s time to account for the full toll that they are exacting on our ability to keep up with and stay ahead of the pace of change. With our boundaries broken down by a world in a state of upheaval, time has proven to be an insufficient resource. It is energy, not time, that is our most precious and undervalued resource to solve this extraordinary challenge.

KeyTake-Aways:

• A practical and fresh perspective on the role of personal energy as a resource in your life to increase your capacity
• Critical insights on the choices you are making right now that impact your capacity
• A proven technique to improve your day to day energy

Building Peak Performing Sales Organizations: The People, The Processes, and The Technology!

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Building Peak Performing Sales Organizations: The People, The Processes, and The Technology!

Click here to check out the event website for more details!

Effortless and Efficient Experiences: A Win-Win for Customers and the Organisation!

Click here to check out the event website for more details!