Knowledge - Insights: Chair Reports
By Manuela Pifani, Founder and Managing Director, CXellence Consulting
This event never lets you down. I have been attending them for a few years now and they always prove to be an immense source of inspiring speakers and insightful case studies. Also, this year’s topic of Trust and Transparency brought a different angle to traditional CX stories and put the focus on areas which are often overlooked as ‘given’, despite representing key ‘make or break’ elements of the experience we deliver to customers on a daily basis.
On both days, the plenary sessions were excellent, but it is not my role to comment on those here. After the coffee break, I took up my chairperson role in jam-packed Hall 3. First up on stage was charismatic Joe Rice from Twitter, who put the spotlight on one of the biggest challenges currently facing CX practitioners: the increasing inefficiency of traditional customer surveys,
which is hampering the ability to get actionable customer feedback. Growing survey fatigue, decreasing response rates, risk of interference with customer journeys, rising costs… you name it. And yet, Joe’s answer was simple: listen to what customers are saying online, for free!
Nowadays people are communicating more than ever, especially on social sites like Twitter, offering on a silver plate a large amount of valuable and unique insight, because it is unprompted and in-themoment, authentic and deeply emotional. Customers blend their work and personal lives while searching, reading, watching, playing, listening and connecting to share experiences, opinions and information – giving us the possibility to measure each step of their journey, identify unmet needs and even the next big thing. But Joe’s conclusion is that, shockingly, most
organisations miss it all and stick only to traditional customer surveys. A fair challenge!
Next on the agenda was the Live Poll on Trust and Transparency. Despite the inarguably small sample of participants in the room and therefore the statistically unreliable results, a couple of clear messages emerged. Firstly, that recommendations and reviews play a key role in people’s purchasing decisions and very few would trust buying something with bad write-ups.
You may also like...
Change is the only Constant in the Contact Centre...
06th July 2021
Virtual agents: why businesses are embracing AI...
20th July 2021
Post-pandemic customer retention insights: Keeping the...
22nd June 2021
Virtual Future of the Contact Centre Case Study Preview:...
Guidebook: How to create social media content that shines...
18th January 2021
How to Create a Consumer App...
18th December 2020
Enhancing Agent Engagement: 5 WEM Strategies to Drive...
20th November 2020
Download this Chair Report
Engage Customer Insights offers free downloads for registered users. Please complete the form. In addition to providing the white paper download, this also gives you access to our free weekly newsletter and the opportunity to receive invites to our world-class events and webinars.
Keep Up To Date - Subscribe To Our Email Newsletter Today
Get the latest industry news direct to your inbox on all your devices.