Charleston was our most successful Customer Response Summit yet, and we’ll be pondering the ideas it sparked and reliving the memories we created for a long time to come. Narrowing it down to just 10 was tough, but here’s our take on the top highlights of the event.
10. The 5 Minutes of Brilliance Presentations
These bite-sized presentations were so beloved, many attendees asked for more at future events (we’re working on it!).
Andy Yasutake of LinkedIn and Mark Killick of Grubhub did an excellent job of breaking down their respective topics—Andy spoke about how LinkedIn worked on customer service request surges, and Mark spoke about using business intelligence to improve operations. We’re still thinking about their talks.
9. The Case Studies
One thing we’ve heard again and again is that our community craves presentations on what real companies do to move the customer service needle. At CRS Charleston, there were many breakout sessions to choose from. The topics represented leaned to digital and AI concerns, but they were varied enough to make the sessions useful to everyone:
- -BOTs, Speech, and Humans – Seamlessly Balanced
- -CX Measurement for the Ever-Connected Customer
- -Are You Ready? This is the Year of Consumer Messaging & Bots
- -Scaling True to Yourself
- -The Future of Customer Service is Here. Are you Ready?
- -Expanding Customer Conversations Over Digital Channels
- -University of Pittsburgh Medical Center Health Plan Delivers A High Touch, High Tech Customer Experience
8. The “Networking” Event
There’s no better way to make new connections than at our social events. The evening at Prohibition combined a 1920s-themed party with networking. Friendships and business relationships were formed—or cemented—by the night’s end.
7. The CXMB 2017 Corporate Edition Results
Every CRS Charleston attendee received a copy of the full report in their welcome packet, and COPC Inc.’s Judi Brenstein, Balsam Brands’ Caroline Tuan, Sweetwater Sound’s Salena Scardina, and Grubhub’s Mark Killick explored the real-world implications of the CXMB 2017 Corporate Edition.
Here are some highlights:
- -82% of corporate leaders feel their organization meets the customer service needs of its customers, while only 40% of consumers do
- -Just 61% of executives believe their company offers support in all the channels their customers want to use
- -Metrics CX senior leaders are using to measure success include CSAT (77%). NPS (67%), Customer Effort (28%), and Other (10%)