Heading to Dreamforce on November 6th? Well if customer experience is your thing then we have taken a look through the 2,700+ sessions available over the course of the event to bring you the top 5 must see CX sessions.
Speaker: Scott Voight, CEO, FullStory
Title: CX Is the New Battlefield
Abstract: How many customers are having a bad experience on your site right now? If it’s more than your competition, your business is in trouble. Join us as FullStory CEO Scott Voigt discusses how modern web companies can gain a big picture understanding of every aspect of their customer experience, without losing sight of the individual experiences that really matter.
When Is It On? Wednesday, November 8, 1:00 PM – 1:20 PM
Where Is It? Moscone South, Partner Theater 3
Title: CX Trailblazers: Transforming the Customer Experience with Real-Time Surveys
Abstract: Customer experience is the new battleground for business differentiation. Join GetFeedback and learn how you can measure customer satisfaction in real time after every interaction with your company, and use that data to deliver the ultimate customer experience. You’ll hear from GetFeedback customers athenahealth and FinancialForce about their own customer experience survey visions and programs, and leave with a sturdy blueprint for your own customer experience initiative.
When Is It On? Tuesday, November 7, 4:00 PM – 4:40 PM
1. Where Is It? Palace Hotel, Grand Ballroom Concert
Speaker: Michael Maoz, Research Vice President, Gartner
Title: AI, Humans and the Future of Customer Experience in a Post Channel World
Abstract: For the first time in history, customer self-service is surpassing human-assisted customer service across industries. Customers are demanding service experiences that match their best experiences – and that is not necessarily the one you are providing! The emergence of compelling AI, chat bots and deep learning software, is fueling improvements in self-service in a post channel world. Post-channel is where multiple communication forms blend in the way that is most customer-centric for that process and interaction. Humans, however, will remain an essential way to provide key differentiation in maintaining and engaging customers. Join Gartner Vice President and Distinguished Analyst, Michael Maoz, to explore the emerging AI technologies for customer engagement and show the process continuum of where humans will remain essential, where AI will take over, and where AI will augment human capabilities. We include insights on prioritizing real-world projects, and success metrics.
When Is It On? Wednesday, November 8, 10:30 AM – 11:10 AM
Where Is It? San Francisco Marriott Marquis Hotel, Nob Hill A-D
Speaker: David Preiss, Co-founder, Launch and Aygun Suleymanova, Director, Platform Product Marketing, Salesforce
Title: Closing the Customer Experience Gap: A Harvard Business Review Study
Abstract: Harvard Business Review’s Analytics Services interviewed 680+ leaders about their ability to deliver customer experiences in the digital age. But at the end of the day, it’s all about bringing the data together to deliver the right experience. Join us to learn the biggest gaps you can close to get ahead.
When Is It On? Wednesday, November 8, 4:30 PM – 5:10 PM
Where Is It? Moscone West, 2004
Speaker: Martin Powton, Marketing Manager, Wizu (Yep, that’s me)
Title: The 7 Secrets For Successful Customer Surveys In 2018
Abstract: Are you struggling to get feedback and insight from your customers? Traditional online surveys have become stale and a new chatbot feedback revolution is on the horizon in 2018. Join us as we look at the seven secrets to making your customer surveys a success, featuring a live demo, case studies, and some top tips you can implement right now.
When Is It On? Wednesday, November 8, 12:30 PM – 12:50 PM
Where Is It? Moscone South, Partner Theater 4