C3 2018 Day 1 Recap
May 9, 2018
Breaking it Down with Best Practices and Brecht: C3 2018 Day 1 Recap
Our tenth annual Clarabridge Customer Connections Conference (C3) event kicked off Tuesday morning in the nation’s capitol at the Gaylord National Convention Center, right in Clarabridge’s backyard. We enjoyed two special advanced sessions led by Clarabridge experts to an audience of over 200 CX professionals. So how do you even begin to celebrate ten years of transformation? With a roadmap to success, of course!
Roadmap to Success: Taking Your CX Program to the Next Level
Our first advanced session was led by Clarabridge’s Katie Costanzo, Director, Professional Services and Koren Stucki, VP, Strategic Consulting. These two took attendees through best practices for establishing a successful CEM program. According to the Temkin Group, 63% of companies are soliciting feedback from customers, but only 24% are making changes to their business as a result of the insights. It’s clear that there is a need for help when it comes to prioritization, strategic vision, organization, execution, and ongoing maintenance.
Workshop highlights included the importance of journey mapping (and all the several iterations this can take), how to best structure a CX team (from the C-suite to the front lines), how to engage key stakeholders and deliver them the right metrics in the right way, and how to tie metrics to business outcomes. For readers who were not able to attend in person, here’s a freebie: if you’re only listening to customer survey feedback, you’re missing out on a treasure trove of valuable information! In fact, surveys should be used to validate and help quantify feedback, not the other way around.
Deriving New Insights from Your Data
After a lunch break that included incredible views of swan shaped boats, a massive ferris wheel, and cloudless skies along the Potomac River, we enjoyed an engaging session with Ellen Loeshelle, Principal Product Manager, and Milan Gamble, Product Manager, who walked us through how to approach our data like investigative journalists.
Much to attendees surprise, their session began with a pop quiz (!) that pointed out a hard truth to swallow: often the things CX professionals are reporting on are not the things that matter. Luckily, Ellen and Milan were there to teach us all about how we can drill deeper into our data and ask questions the way an investigative journalist would do — turning “who, what, where, when, and how” to questions like:
- Which brands are influencing our customer experiences?
- What combinations of topics are customers talking about? And
- How do customers rate us when they feel a certain emotion?
Ellen helped illuminate the value of storytelling when approaching, investigating, and reporting data. Milan then took us to school about best practices when it comes to using data visualizations to help communicate that story clearly. They put it best when wrapping up with this beautiful summary: Investigative analytics will lead you to the most intriguing clues, combine them to create a good story, and then use great visualizations to communicate that story clearly.
C3’s Just Another Word for Networking over Tunes
After a day jam-packed with learning, conference attendees headed over to the Contact Center C3 Zone where they could find not only food and drink, but also product demos demonstrating how to maximize contact center data. This, of course, was in addition to hundreds of other CX professionals with their own wisdom to share, all in front of a beautiful backdrop of the sunset over the water.
The fun didn’t end there as we headed over to Bobby McKey’s for stellar renditions of hits ranging from Springsteen to Swift. The highlight here was no doubt our own Brecht De Moor taking to the stage and giving us a cover of Oasis’ “Don’t Look Back in Anger” with an encore presentation of Britney Spears’ “Baby One More Time.” The confetti cannon during “Don’t Stop Believing” was, however, a close second.
All in all, it was a tremendous first day at C3 and we’re excited to see what days two and three hold for us!