Welcome to CustomerCONNECT — Now is your time to learn, share, network, and engage in a completely new way! Get ready to listen and interact with CX leaders from top brands as they share their strategies and action plans for achieving customer success. CustomerCONNECT has been designed to engage and inspire by bringing together the industry’s best and brightest with a full slate of keynote presentations, thought leadership sessions, and solution showcases.
As your virtual MC, Chad McDaniel, President and Co-Founder of Execs In The Know, welcomes you to this unique, live-broadcast experience. Now get ready to get inspired by getting connected with your leadership peers through timely, thought-provoking discussion. This event promises to bring a breadth of insights to help you overcome common challenges
One day in March, global travel came to a sudden halt. For Travelzoo, the largest place for travel and entertainment deals online, our future was uncertain.
We needed a restart, and fast. So, we turned to our members for answers. In fewer than 30 days, Travelzoo: (1) unveiled a new content strategy; (2) tightened the feedback loop between product, service, and marketing; and (3) cut new product cycle times from months to days. All the while, customer feedback redirected our marketing strategy and rewrote our service roadmap.
In the midst of a crisis, we successfully created a new value proposition during a time when the world was afraid to travel. Hear how we hit the reset button and stayed relevant.
All customers have rising expectations, often shaped by other industries and new entrants, underscoring the critical need for distinctive service excellence. DTE Energy has taken steps to define service excellence by establishing a clear set of Service Keys and Behavioral Guidelines. Combined with the implementation of new technology to better support measurement, as well as expanded monitoring during the COVID-19 crisis, and DTE Energy has been able gain a new level of insight into the experiences of their customers.
Join Angie Pizzuti, Vice President, Customer Service at DTE Energy, as she shares how DTE Energy overcame both process- and culture-related challenges to achieve a future state of service excellence, far exceeding expectations.
In today’s environment, customer needs have rapidly shifted as work has decentralized. Insights taken from over 250 million online customer interactions have revealed key components necessary for delivering expertise at the customer’s point of need. Strategically capturing and maximizing customer feedback has validated new trends and the need for customers to be able to self-serve in nontraditional channels.
Would you marry someone who didn’t know what you wanted? Why would you make a commitment to someone who didn’t seem to care about your needs?
Our customers feel the same way. They won’t commit to us, or our brands, without feeling understood, appreciated and satisfied.
But how do we do that? Guessing certainly won’t work. And one customer is not representative of the whole, so we have to listen to them ALL.
Actionable data leads to deep insights that create loyal customers. Please join Becky Ploeger, Global Head of Hilton Reservations & Customer Care, as she shares the path that Hilton has taken to create loyal customers, the lessons learned and more importantly why its okay to start over if you have a bad match.
For Wargaming.net, player insights have always been a top priority. In an effort to act on their Voice of the Customer (VoC) strategy, the company developed an ambitious vision and an aggressive plan that included the implementation of one of the top VoC tools on the market. In doing so, Wargaming.net quickly came face-to-face with the reality that their organizational structure, processes and culture were not ready for such a far-reaching transformation. The company realized they had to first lay the groundwork, resulting in a rollback of the plan after great cost and effort.
Nonetheless, there is sometimes more to learn from failure than success. So join Elena Loucadou, Director of Player Relations at Wargaming.net, as she shares the journey and how Wargaming.net retooled at forged ahead to ultimately accomplish their end goal of advancing a successful VoC strategy (known as Voice of the Player in Wargaming.net parlance).
Creating a culture of equality in customer service is not an easy task. On the surface, it may seem like things are in fact equal; however, studies reveal that people of color regularly receive poorer customer service than white customers in ways that are not immediately obvious due to unconscious bias. Join this session to learn how to become an intentional ally to communities of color and affect change in your service organization. Plus, hear how Allie Lawler, a trailblazing ally, is driving change in her community in an interview with Salesforce’s Office of Equality.
With exceptional customer experience being a key differentiator for companies, improving agent experience is essential to a brand’s success. Today, many companies are turning to Conversational AI applications, such as virtual assistants to automate tasks and offer the opportunity for customers to self-service. Doing so not only improves customer experience, but also removes many common pain points from the agent experience equation. The result is a happier, more motivated worker who upholds your brand integrity, along with reduced attrition rates and operating costs.
Join us for this session where we will cover topics including:
The customer feedback landscape is undergoing a metamorphosis, expanding beyond traditional surveys to include conversational feedback.
Some organizations’ VoC programs are already beginning to feel the pressure. Unable to get enough of the right feedback at scale, nor analyze and interpret it for measurable business impact, they’re also falling short of customers’ expectations.
The solution is clear: companies need to map out bold new strategies that unleash the power of unstructured data. Join us to discuss:
Most people have spent the better half of 2020 trying to find “a new normal.” With so much uncertainly in the world, consumers have become increasingly cautious, and companies must do everything they can to generate assurances and establish trust. Customer engagement is critical to business success, and the brands that will meet with the most success are those that help customers easily distinguish between authentic brand communications, and spam or fraudulent contacts.
Join Julianne Maila, Senior Product Marketing Manager at Hiya Inc., as she shares how Hiya is making the calling experience secure and engaging on smartphones all around the globe.
In this session you will learn how to:
What is modern to you? Join Kustomer for an in-depth session on the changing world of CX in the age of COVID-19. Vince Beese, Head of enterprise for Kustomer will discuss how revolutionary technology such as AI-powered automation, is rapidly becoming a must-have contact center self-service tool for driving better customer experiences, and how organizations have successfully implemented these technologies by driving user adoption, attaining valuable insights, and avoiding common pitfalls.
AI isn’t taking over. It’s simply driving smarter processes for both customers and agents. Join us for a demo of Kustomer IQ which contextualizes conversations, eliminates time- consuming tasks and deflects repetitive questions so everyone is less distracted and you reduce cost per contact.
Unleash the Power of Feedback
Learn how the ConcentrixCX Voice of the Customer platform helps you listen to and learn from customers and employees, predict behavior and power actions that generate customer loyalty and financial growth. Get a sneak peek at analysis tools and reports, and learn how this powerful platform can propel transformative change.
Service Cloud, the world’s #1 customer service platform, empowers organizations to deliver service from anywhere — from home, the field, or the office. Service employees are equipped to solve any problem with the intelligent productivity tools, unified data, and embedded training needed to deliver fast, scalable service across every channel — whether it’s messaging, chat, phone, self-service, or in-person. Built on a fast, flexible platform, Service Cloud enables Trailblazers to provide world-class service anytime, anywhere.
Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.
It’s all about tapping into sentiment and building an emotional connection that keeps customers and staff fanatical about your brand. That’s where we come in—we create exceptional customer engagement, accelerate digital transformation, and deliver actionable CX insights.
We help you reimagine your business—and get you there faster than you ever thought possible.
Kustomer is the first-of-its-kind customer service CRM platform built for managing high support volume by optimizing experiences throughout the customer service journey. Kustomer helps brands quickly resolve conversations on all digital channels by automating 40% of interactions via self-service, improving first contact resolution with intelligent routing, and driving omnichannel experiences between customers and agents. Our open CRM platform minimizes costs by acting as a single record of truth, managing and contextualizing data to drive smarter processes that scale business. Kustomer IQ embeds AI throughout the platform to eliminate repetitive tasks, deflect easy questions, and power support experiences that satisfy customers.
Interactions provides Intelligent Virtual Assistants that seamlessly assimilate conversational AI and human understanding to enable businesses to engage with their customers in highly productive and satisfying conversations. With flexible products and solutions designed to meet the growing demand for unified, omnichannel customer care, Interactions is delivering unprecedented improvements in the customer experience and significant cost savings for some of the largest brands in the world. Founded in 2004, Interactions is headquartered in Franklin, Massachusetts with additional offices worldwide. For more information, visit www.interactions.com.
Hiya is modernizing the voice call with trust, identity, and intelligence that drive unsurpassed performance of the voice channel. Carriers and enterprises worldwide are transforming voice with Hiya’s Voice Performance Platform, achieving full call integrity, superior experience, and higher connection rates that delight customers and deliver new levels of value for the business.