Webinar: How to Win the “Make or Break” Moments in the SaaS Customer Journey

Optimizing the customer journey is key to retention — and Voice of Customer (VoC) feedback can guide the way. However, sometimes the Net Promoter Score question isn’t the right one to ask. That’s why Customer Effort Score, Customer Satisfaction, and Product Satisfaction exist.

Whether it is your first Voice of the Customer (VoC) effort or you’re evolving a program to drive a better experience for your customers join Jessica Pfeifer and Rita Balgeman as they share a proven, turnkey CX approach that leading SaaS companies like DocuSign, Glassdoor, and Zoom are using to measure experience at key moments along the customer journey.

CX and UX champions, don’t miss this one!

This approach has kept us dead honest about where we need to improve, and helps us stay laser-focused. We tackle the big hairy problems, as well as the quick wins.” – Nathan Lippi, CX champion at PandaDoc

Meet the speakers:

Jessica Pfeifer, VP & GM Digital CX, InMoment

Jessica has advised hundreds of technology companies on how to create a Voice-of-the-Customer program that delivers business impact. A skilled CX strategist who specializes in optimizing the user journey, Jessica cofounded Wootric (now InMoment). She holds a BA from Yale University and an MBA from Harvard Business School.

Rita Balgeman, Sr. Research Manager, InMoment

Rita is a Senior Research Manager, she ensures the success of client programs from design through reporting and beyond. Rita focuses on meeting client’s business objectives and uncovering intelligence to help organizations take action. She is a Certified Customer Experience Professional and has a masters in Social Science with an emphasis on research and statistics from the University of Chicago.