Making Waves in Customer Experience: C3 Day 1 Highlights

By: Elizabeth Clor

June 23, 2015

Tags:
C3
C3 Europe 2016
C316
CEM Programs
CEM Solutions

If you’re looking for evidence that customer experience management (CEM) programs are expanding at a rapid clip, and are becoming the focal point of business strategy, then look no further than our C3 conference, occurring this week in Miami Beach.

The event kicked off last night with a beachfront welcome reception. It was a great way to break the ice and get the conversations started.

Sid Banerjee Unveils Clarabridge 7
This morning, our CEO, Sid Banerjee, delivered a visionary keynote address on the state of customer experience management. He announced Clarabridge 7, which has new features to drive immediate action on customer intelligence. Key components of this solution include:

  • CX Survey: a dynamic survey solution that allows businesses to proactively engage with customers about their experiences and create a simpler, more streamlined survey interaction
  • CX Studio: a dashboard authoring environment that enables massive rollout and distribution of CX insights to the whole enterprise
  • CX Engagor: a platform for businesses to directly connect with consumers, enabling real-time engagement and closed loop handling

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How does this technology meet the needs of businesses with rapidly evolving CEM programs? For starters, it facilitates quick, easy collaboration across departments. CEM no longer exists in just the marketing department or just the customer care department. Customer-centric businesses have CEM programs that span marketing, operations, customer care, and the c-suite. Further, it makes customer insights instantly actionable. With CX Engagor, businesses can operationalize the voice of the customer, and respond to feedback in real-time.

A Panel of Experts Share their “Killer” Insights
A diverse group of panelists from IHG (InterContinental Hotels Group), Travelers Insurance, UnitedHealth Group and Motivated took the stage to talk about engaging executives with CX insights.

Moderated by Bruce Temkin, each panelist shared the ways in which they made insights actionable at the executive level. Paul Long from UnitedHealth Group spoke to the importance of diving deeper into the data to truly understand the root cause of an issue. For example, based on agent notes, there seemed to be a problem with “billing”. When using Clarabridge to dig beneath the surface, the company discovered that most of these calls were related to issues that customers could address themselves through self-service online. So instead of re-vamping the billing process, the UnitedHealth Group team knew that directing members to self-service tools would improve the customer experience.

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“The customer’s experience is lost in the hand-off in between functions and departments,” said Donna Peeples, Chief Engagement Officer of Motivated. She advised the C3 audience to focus more on solving the customer’s need and less on departmental silos. Her motto: “Satisfaction is useless. Loyalty is priceless.”

Stop Hunger Now
C3 attendees had the opportunity to give back. The Stop Hunger Now program sends food and life-saving aid to the world’s most vulnerable people, and works to end global hunger. At C3, we encouraged attendees to participate by packaging meals to be sent to people in need worldwide. Our goal: to pack 10,000 bags of food by the end of the conference tomorrow afternoon.

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


Elizabeth Clor is the Sr. Director of Content Marketing and Communications at Clarabridge. In this role, she is responsible for solidifying Clarabridge’s position in the marketplace as the leading Customer Experience Management (CEM) technology vendor. Elizabeth has 17 years of experience in high-tech marketing and communications, and is a regular contributor to various marketing publications. She holds a B.A. of English from the University of Virginia.
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