I think it’s really a must-attend event for CX professionals. I’ve gone to other events in the past and this surpasses all of them.
Director, Large Business Customer Experience, NRG Energy
Overcoming scaling pains and realizing ROI from Customer Experience Programs in Asia
August 25th, Successfully held
Presented by
Here’s what we discussed:
Breaking down department siloes to get teams working on fixing end-to-end customer journeys
Automating the discovery of actionable insights, and actions
Automated coaching of employees
Moderated by
David Lambert
XM Principal at Medallia
Matt Collins
Head ASEAN at Medallia
Here is what we learned
The world is rapidly changing, and so are your customer’s needs. Delivering a top-notch customer experience cannot be one size fits all and listening to the voice of the customer is more important than ever. Companies in all categories need to listen, respond, and appropriately react to their customers’ feedback.
That was the overarching theme of the virtual roundtable, presented by Medallia, about overcoming scaling pains and realizing ROI from Customer Experience Programs in Asia. Customer experience professionals discussed the importance of making customers feel like their voice is heard, and not taken for granted.
Key takeaways from the roundtable discussion:
Your employees are also your best customers
One of the most valuable and least expensive customer experience tools for your brand is the eyes and ears of your employees. By working for your company, they already have a desire for your products and brands. Your customer service reps and your sales teams are on the front lines every day, listening to what their customers have to say about you. Also, every employee from the top down uses your product or service and has a desire to see it fixed when it does not work.
However, getting senior executives on board with listening to the voice of the employees can be a struggle. Instead, upper management will often stick with a plan because it is the way they want the brand to navigate. Listening to your employee’s personal feedback, as well as the advice they are receiving from customers, will allow upper management to make needed tweaks to improve the customer experience.
Online positive feedback is great, but be sure to react to a negative response
We all get that high when a customer leaves positive feedback, a 5-star rating, or a smiley face on your website or social media channel. However, if we get a vast majority of positives, we can often ignore the negative feedback we receive.
While we should be thanking customers who leave positive feedback, we also need to respond and react to negative comments, 1-star reviews, and sad faces. Our customer service teams should engage those customers and find out what can be done to improve the customer experience. Ignoring the negative and celebrating the positive will not improve customer loyalty or consumer confidence.
This feedback can also be brought to your marketing teams so they will understand why some customers are unhappy, and how they can make improvements.
Request detailed session notes
We are careful about who we send this key document to. The session notes will be sent based on the request, provided your profile matches our qualification criteria.
About Medallia
Medallia captures experience signals created on daily journeys in person, on calls and digital channels, over video and social media and IoT interactions and applies proprietary AI technology to reveal personalized and predictive insights that can drive action with tremendous business results. Using Medallia Experience Cloud, customers can reduce churn, turn detractors into promoters and buyers, create in-the-moment cross-sell and up-sell opportunities and drive revenue-impacting business decisions, providing clear and potent returns on investment.
Who attended?
Participation in the Virtual Roundtable is free of charge to qualified attendees. Once you’ve completed the registration, we’ll confirm your invitation and send you a calendar invite with a link to the meeting.
If you don’t qualify, we’ll suggest other learning events that may be a better fit for you.
Here’s what attendees at past events have said:
A lot of other conferences I’ve gone to are driven off a podium, someone presenting me a solution before they understand my problem. Here I have an opportunity to talk to my peers and learn from them.
Sr. Director Care Strategy & CX, GoDaddy
I’m not part of some enormous crowd out there. I’m getting lot of interaction, hearing from people, their own personal stories. Individual examples of how people are leveraging their CX skills in their industry, in their business, in the work that they do everyday.
Principal, Zeisler Consulting
Very intimate, Very one-on-one! You are able to really get a lot of candid responses, so we’re getting a ton of value from that and a lot of valuable insights.
Director, Global Digital Marketing and Customer experience, Stanley Black and Decker.
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