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Insight to Action: Building a CX Program Around Organizational Objectives and KPIs

The CX program at the College of American Pathologists was built to succeed by focusing on what mattered to the business as a whole: precision and scientific validity. They connected KPIs highlighting the precision underlining the ForeSee measurement, resulting in adoption and engagement all the way up to the board.

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Insight to Action: Transforming TUI into a Truly Customer-Centric Company

When TUI’s internal teams needed to re-focus on the customer, the CX team stepped in and shifted the way they socialized ForeSee data. They moved from “data dumps” to relevant, actionable reporting formats customized by department: whether the product scrum teams needed insight to inform sprint cycles, or executives needed intel for strategic planning.

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Insight to Action: How MD Financial Operationalizes VoC Data Across the Organization

MD Financial uses Verint ForeSee to distribute Voice of Client data across the organization. Getting the data to the right internal teams has allowed MD Financial to educate and give recognition to the workforce, while creating memorable moments to encourage loyalty from customers.

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Insight to Action: How Smart & Final Moved from Mystery to VoC

Smart & Final moved from a mystery shopper program to a holistic VoC approach. Now they empower store managers and front-line employees to own and improve the unique experiences they deliver. Hear how the shift also increased scoring precision, cost effectiveness, efficiency, and more.

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The Future of CX: Listening, Analysis & Action on VoC Enterprise-Wide

While CX and VoC programs offer fantastic potential to spur widespread business improvements, Forrester CX Index data reveals that general CX quality levels have not improved in recent years. But despite this overall trend, some organizations are achieving great results.

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Best Practices: Socializing Data to Drive Action and Results

Great—you have insightful CX data! But how do you derive its full business value? By making it actionable and getting buy-in from teams and leaders across the organization. In this session, you’ll come away with tested best practices for leveraging CX Suite to package and distribute the right data to the right stakeholder, sharing and collaborating, and helping to create a cultural shift that’s data focused and action oriented.

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