Several customer experience (CX) experts examined what it takes to provide seamless customer experiences in today's always-on, always-connected global marketplace during a panel discussion for Argyle's CX membership at the 2018 Customer Experience Leadership Forum in San Francisco on March 22.
"Customer care is doing surveys. They're doing post-service surveys, and your other teams throughout your business are constantly asking customers questions. Your [salespeople] are constantly interacting with customers. They have tons of data that you are missing and you don’t have a view into."
"If you don’t apply analytics on top of [data], you just have a lot of quantitative data. And it’s still data; it’s not information."
Susan Ganeshan, chief marketing officer at Clarabridge, discussed the modern customer and how CMOs can connect with today's consumers to deliver outstanding customer service.
Teresa Laraba, SVP of Customer Relations for Southwest Airlines, and Jason Schneider, SVP of Sales for Clarabridge, discussed the use of social media in handling customers and how big data can improve brand satisfaction.
Chris Cardenas, vice president of customer service operations at Time Warner, and Sid Banerjee, CEO/co-founder of Clarabridge, discussed the benefits of authentic leadership, ROI measurements for customer service and technology’s role in shaping the customer experience.
"It all comes down to why you’re doing it. The real reason you’re going to listen and the real reason you’re going to analyze is because you want to take an action. You want that action, if possible, to be as accurate as possible."