Presentations & Video

First Futurelab Weekly Webinar - Introduction to the CCC-Model

We are proud and happy to announce the launch of the Futurelab Weekly Webinars. As we have accumulated so many insights, cases and presentations over the...

Webinar Presentation Research: Customer Experience Challenges 2020

In February & March 2020 we ran research (both a survey and 1-2-1 interviews) amongst CX professionals, to find out what their biggest challenges were....

Futurelab reseach CX challenges 2020

In February & March 2020 we ran research (both a survey and 1-2-1 interviews) amongst CX professionals, to find out what their biggest challenges were....

Your VoC Programme is underperforming - and you know it Webinar

The slides will show you how to get the full value out of your VoC programme.

Once the value is captured, it needs to be communicated into the...

Your VoC Programme is underperforming - and you know it

50% of all Voice of the Customer practitioners are unhappy with their programme. Learn how to get the full value of your VoC Programme and inspire the rest...

Your VoC Programme is underperforming - and you know it

This paper is not to convince you that you should have a Voice of the Customer (VoC) program. It’s 2020 – we assume you have this by now. If not, please let...

Transforming your Contact Centre into Customer Value Centre

From worthless to priceless: This is the webinar that goes with our...

ROI on CX programmes

A webinar originally given for BOYE Group on how to ensure you drive ROI on your CX programme. The 4 steps your MUST take. A framework and...

Future of the Automotive Dealership

In the past years, the automotive industry has seen many whitepapers addressing the challenges of automakers and dealerships. All of them carefully suggest...

From Worthless to Priceless - Turning your Contact Centre into Value Center Webinar

This is the webinar to accompany the Whitepaper we launched: From Worthless to Priceless - Turning your Contact Centre into Value Centre Webinar. You can...

Customer Experience - what is it, why do I have to take care of it, and where should I start?

In this webinar we'll show you why measuring and managing the customer experience is a key driver of profit, including some simple ways to build a business...

NPS - why everybody is talking about it and how can I start?

The Net Promoter System (NPS) has established itself as the world standard for measuring customer experience in companies. This webinar is for you if you...

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