The Say Yeah team had the opportunity to sit in on some great conversations and hear some fresh perspectives on self-service, data usage, customer needs and so much more.

Conference highlights

1. Learning how to build exceptional self-service from Josh Bean.
2. Hearing from Katrina Schiedemeyer, Kamesh Moola, and Kobi Ben Meir on how even though digital services are taking over, it’s important to recognize that there are times when consumers prefer physical interaction. As CX professionals, we need to learn to balance both needs.
3. Listening to Ashley Fitzgerald, Afshin Ahangar, and John Ross’s approach to using data as a means of finding the entry and exit points on your website to understand where your company is not delivering.

Building effective self-service

Josh Bean’s talk was centred around how we can increase the productivity of help centre agents as customer preferences for self-service solutions increase. Josh listed three ways of deflecting tickets to improve the productivity of agents:

1. Having a knowledge base;
2. an online community; and,
3. a customer service portal.

During his session, Josh also walked us through a 5 step process for getting self-service up and running:

1. Project planning
2. Content planning
3. Content creation
4. Launch and execution
5. KPIs for success

This aligns with one of the key objectives we help customers achieve: guiding customers through critical product and website flows so you can better drive engagement without burdening help staff.

Balancing in-person and digital customer interactions

During this panel discussion, Katrina Schiedemeyer raised the point that while self-service and digital services are the focus of many organizations, customers may at times prefer having face-to-face or phone interactions.

Customers may have concerns that they would rather speak to someone directly to get help faster and with more clarity. Additionally, they may feel it is easier to speak with someone rather than having to dig through pages of information on a website, or being forced to speak with a chatbot that doesn’t give them the results they want.

Katrina highlighted how empathy can get lost in digital services. In trying to become more efficient and reduce calls to a call centre (with features like chatbots) for the benefit of the company, it is important that we make sure that we aren’t creating more challenges for the customer.

We need to ensure we are still providing a range of ways for customers to meet their goals, providing the personal support they may need.

Understanding consumers with the help of data

In their talk on actionable data insights, Ashley Fitzgerald, Afshin Ahangar, and John Ross discussed using the data you’ve gathered to find the blind spots in customer experience.

John Ross emphasized making use of data to determine where you aren’t delivering on your website. Using the data to discover where the entrance and exit points are on your site is valuable to understanding what makes your customers behave the way they do. Based on this knowledge, a team can brainstorm ways to fix the areas that are putting up barriers for users.

Data is there to help us discover things we couldn’t see before and plan for better outcomes.

This year’s Digital Customer Experience Summit was an exceptional opportunity to further develop your CX toolbox and connect with industry experts. We’re looking forward to next year’s conference and future events hosted by Strategy Institute!

Ready to bring new customer experience insights and practices to your organization?

We can help improve customer reach, engagement, and retention with our efficient, data-driven approach to product strategy, design, and delivery.

Get in touch

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Catch the latest digital CX trends, how to maximize CX ROI, digital activities and data analytics to provide the best customer experiences, and how to leverage the link between content and SEO.

Participants will also have the opportunity to learn best practices adopted by PepsiCo, McDonald’s, Porsche, Lenovo, Tim Hortons, AT&T, RBC, City of Las Vegas, LinkedIn, Mars, GoDaddy, and more, while networking with accomplished CX executives from reputable brands and over 450 CX thought leaders.

Here are a few sessions we’d like to highlight:

CX data and analytics

Customer data and related insights are a foundational aspect of ongoing product and services decision-making. We often find organizations struggle with knowing what data is valuable and how to leverage it towards improved customer experience. We expect these two talks will bring clarity on how to improve your data practices.

1. Day 2 Opening Panel Discussion: Actionable Insights – Harness CX Data Analytics for Actionable Insights That Drive Bottom-Line Results with Ashley Fitzgerald, Afshin Ahangar, John Ross, and John Oxford, Wednesday at 10:05 AM
2. Industry Expert: Harvesting Better Data – The Unstructured Data Goldmine: Target, Extract, & Share Value with Josh Snider, Wednesday at 11:45 AM

Customer journey best practices

Another typical organizational gap covered in these talks: unifying customer communication across all channels and eliminating information silos, often described as omni-channel, or a 360 degree customer view.

1. Industry Expert: Unify, Streamline, Connect – How to Build Better Customer Journeys with Amrit Dhangal, Wednesday at 10:40 AM
2. Spotlight Session: Powering Up Digital CX Journeys – Adapt Your Customer Strategies to Meet the New Digital CX: From Consideration and Applications with Kasia Bigda, Wednesday at 3:30 PM

For more information and the full conference schedule take a look at the event website.

Register today!

Tune in March 29th and March 30th for this exciting opportunity to grow your customer experience strategy.

Tickets start at $495 and include live access and networking as well as ongoing access to the conference recordings for up to 12 months.

Ready to bring new customer experience insights and practices to your organization?

We can help improve customer reach, engagement, and retention with our efficient, data-driven approach to product strategy and service design.

Get in touch

The post Digital Customer Experience Summit, March 29-30, 2022 appeared first on Say Yeah!.

Hosted by our colleagues at The Strategy Institute and Digital Marketing for Financial Services, this webinar will help you and your team extend your knowledge of how to adjust your customer experience and marketing strategies during COVID-19.

From the United Nations COVID-19 Response series. This “positive propaganda” is meant to foster a sense of hopefulness in times of uncertainty. The future is still bright. Image created by Heads Up (Madwell).

With a great roster of speakers, from Simon Wyse, Borrowell’s VP of Revenue, to Bank of Montreal’s Vice President and Sr. Digital Product Owner Jerry Breef, and more, it’s sure to be a timely and informative session.

You’ll learn how to use experience design and product strategy to ensure customers reach your products and services in a way that meets their goals. All of this learning is industry-specific, with a lens on financial brands in particular.

Register now

The post Understanding your consumer needs in uncertain times. A financial services webinar, May 27th, 2020 appeared first on Say Yeah!.

This spring, we’ll be continuing our conference collaborations with the Customer Experience Strategies Summit. For two educational and entertaining days in Toronto’s Westin Harbour Castle we’ll immerse ourselves in all things CX. You should join us!

From April 16th to 17th, the Customer Experience Strategies Summit offers CX professionals the rare chance to hear from many incredible industry experts, all of whom advise top established brands in this space—from Disney, to TD Bank, to LinkedIn, and more. Not to mention the many invaluable networking breaks that offer you a chance to engage with industry professionals.

We’re especially looking forward to hearing talks from:

• Mark Lannutti, Sun Life’s Client Experience Strategy AVP
• Catherine Kromkowski, Walmart’s SM of Product & Analytics, and
• Mélanie Bois, Banque Nationale’s Director of the Voice of the Customer.

You’ll be able to spot us easily: we’ll be the ones with a camera crew. Please don’t be shy, while we’ll have our hands full with in depth summit speaker conversations talking digital transformation and customer experience, we’d love to chat with you, too. We’ll be producing an informative conference recap video and look to capture these important topics as part of our ‘Industry Experts’ series.

There’s no need to wait until mid-April to connect with us—visit our blog, LinkedIn group, and our YouTube channel to stay up to speed other event recap videos, service design and product strategy posts, and much more.

Connect with us at the event by reaching out on Twitter @sayyeahto or emailing Kate at kate@sayyeah.com

If you can’t attend the Customer Experience Strategies Summit this year, check out our comprehensive day-of and conference-recap content.

Get your ticket here

We hope to see you at the Summit!

The Say Yeah Team

The post We’ll be at the Customer Experience Strategies Summit April 16th-17th, 2020—POSTPONED appeared first on Say Yeah!.