Inspiring a CX Revolution: C3 2017 Day 1 Highlights

By: Guest Blogger

May 2, 2017

Tags:
Clarabridge Analytics
Clarabridge Engage
Contact Center
Customer Experience
Customer Journey

A revolution is brewing in sunny Miami Beach thanks to our ninth annual Clarabridge Customer Connections (C3) Conference. More than 350 of the top CX professionals and inspirational thought-leaders from around the world have gathered at the iconic Fontainebleau Hotel to discuss the latest industry trends shaping Customer Experience Management (CEM) and Social Customer Service.

Last night, the event kicked off with a beachfront welcome reception where executives from the world’s top brands mingled and looked forward to the program ahead.

Mark Bishof Unveils the CX Revolution

Building off that excitement, our CEO Mark Bishof kicked off the event this morning with a keynote introducing Clarabridge’s new CX Revolution movement. Clarabridge is powering this revolution by enabling brands to harness valuable customer data through new and existing features like text analytics, voice of customer, omni-channel case management and beyond.

As part of the CX Revolution, Clarabridge is providing brands with the tools to transform the customer experience by enabling them to:

  • Listen Everywhere: Make it easy on all departments within an organization—not just IT—to supply the right data from every customer touchpoint so that brands establish a two-way dialogue and more genuine relationship with their customers.
  • Analyze Everything: Provide the most comprehensive and accurate analytics that brands can trust so that executives have a complete view of their customers, including their journey, emotion, feelings and effort.
  • Engage Everyone: Empower all employees to successfully address customer issues in real-time, ensuring that brands no longer silo the customer experience across their organization.

Coming off the heels of this exciting keynote, our Founder and Vice Chairman Sid Banerjee broke down the anatomy of a CX Revolution and what’s on the road ahead for the industry as a whole.

American Family Insurance Unpacks the Importance of a Customer-Centric Culture

Following a quick break, Jon Levenhagen, Customer Insights and Measurement Manager of American Family Insurance, broke down how companies need to build a customer-centric company culture across the whole organization to meet the needs and expectations of today’s customers. To do that, he explained, you need to know how customers really feel about your brand, so you can implement changes that your customers actually want.

Using Clarabridge’s CX Studio, Jon and his team collated a wealth of rich customer feedback––from surveys, call centers and more––into one central hub to capture the true voice of the customer. In return, Jon and his team were able to drill down into key touchpoints of the customer journey and identify that billing and payment were major pain points for American Family Insurance customers. Now that the Clarabridge platform brought these issues to his attention, Jon and his team are improving those specific areas to better delight their customers!

 

Clarabridge Experts Weigh In on Consumer’s Social Customer Service Expectations
Later in the day, our own Clarabridge Engage experts Jagrit Malhotra and Kate Zimmerman lead a lively session on the opportunity that social customer service provides for brands to understand and engage the customer. Attendees enjoyed learning about how to implement stellar customer service over social media, since being accessible on these channels has gone from “a nice-to-have to a must-have” for today’s digitally savvy consumers. Jagrit and Kate highlighted how social customer service done well can make brands seem more human, and is the perfect platform to provide customers with the highly personalized level of interaction that they expect.

Come back to our blog tomorrow for a recap of Day 2 at C3!