C3: Navigate the Journey
April 15, 2016
The conference may be over, but the journey is just beginning.
Attendees are starting to depart from C3, Clarabridge’s premiere customer experience event. From near and far, customer experience practitioners have spent a powerful few days at the beautiful Venetian resort in Las Vegas. They’ve been preparing to begin or go even farther along the path to Customer Experience Management maturity.
“Navigate the Journey” was this year’s theme, and it has been evident in every aspect of the event. Sessions have discussed the path to CEM maturity, the use of journey maps, and the various routes that Clarabridge customers take to arrive at deep customer insights.
The real adventure began Thursday morning with our opening address. Clarabridge founder Sid Banerjee talked about the importance of customer experience and some trends that he sees in successful CX programs:
- They are strategic
- They are company-wide
- They are customer-driven
Yuchun Lee, Clarabridge CEO, continued with insights about the transformational power of customer experience. He discussed the ways that social media is changing how customer experience is shaped, emphasizing that today’s organizations must “make sure social is connected to your overall CX strategy.” He underscored the ongoing importance of the listening to customer feedback, analyzing the data for trends and root causes, and then acting on that information to improve the overall customer experience, demonstrating how this methodology will shape the future of CX.
Finally, a group of Clarabridge users from a galaxy far, far away awakened attendees to the full force of all of the newest additions and changes to the Clarabridge platform.
For the rest of the day, attendees charted their own paths, attending sessions from either the business track (sessions relating to the value of customer experience management techniques) or the product track (with in-depth presentations from customers and Clarabridge experts about effectively using the Clarabridge platform). Sessions ranged from in-depth use case presentations to panel discussions, with plenty of opportunities for the audience to ask questions and engage with the speakers.
The first day’s content ended with a special keynote session from renowned business strategist and keynote speaker Jay Baer, who introduced attendees to the topics from his new book, “Hug Your Haters.” He reminded the audience that the 5% of customers who actually complain about poor experience are immensely valuable, saying, “Without feedback, we cannot improve.”
Between sessions, attendee were able to mix, mingle, network, and connect one-on-one with other attendees to learn more about their customer experience management programs. The time to connect and network continued after the day’s content as the whole group traveled back in time to the 1980s for a time of food, drinks, and dancing.
Despite the Thursday night festivities, conference-goers were eager to keep moving forward Friday morning. The day’s agenda started with a panel from C3 partner Accenture discussing personalization and omni-channel customer experience.
Attendees were then once again free to map out the rest of their morning, choosing from presentations and workshops from Clarabridge employees and customers showcasing best practices, use cases, roadmaps, and more.
The day ended with a celebration, as Clarabridge unveiled the winners of this year’s Customer Experience Champion (CXC) Awards.
Year after year, C3 attendees leave with new relationships formed, new ideas to try, and a better understanding of the CEM space. They leave equipped to navigate even the roughest terrain on their CX journey. Thanks to all of the attendees, presenters, and sponsors who helped make this year another great success!
Lisa Sigler is Sr. Manager of Content Marketing at Clarabridge. For over 16 years, Lisa has used her writing and editorial skills to bring the value and benefits of technology to life. In her current role, she works to demonstrate Clarabridge’s position as thought leader and trailblazer in the Customer Experience Management market. Lisa holds a B.A. of English from Kent State University. Read more from Lisa on Twitter @siglerLis.