CloudFest for Service is coming to San Francisco on June 15, promising an afternoon of customer service insights and innovators, improv comedy and Oprah-style entertainment. NewVoiceMedia has curated an exciting lineup of thought leaders, industry influencers and successful customers to share real stories and data that will help attendees reap the rewards of greater customer satisfaction and retention — and our program offers a unique twist on the traditional panel discussion. You won’t want to miss this event, and here’s why.
1. You'll laugh while you learn.
Set in the studio of the fictional daytime talk show "Successful Conversations," CloudFest will be emceed by the team behind the globally produced comedy show Speechless Live. Your host, Dr. Vivek, will use his homespun wisdom and gift of gab to get the audience and panelists to open up about customer success during a memorable (and meta) discussion that will be unlike anything you've ever experienced.
2. The customer is sometimes right.
Your customers expect outstanding service, and you expect to give it to them. But it's rarely that simple because today’s customers are much more informed, connected and discerning than ever before. CloudFest’s keynote presentation, “The Customer is Sometimes Right,” by Allison Pickens, Chief Customer Officer at the customer success software provider Gainsight, will offer tips and takeaways for delivering the types of experiences customers have come to expect. Recognized as one of the top 50 people in sales and business development, Pickens will discuss how to use the power of the information you hold to connect all your customers’ activity with the right person in your organization, regardless of channel, from first touchpoint until resolution.
3. Customer experience is the final frontier of differentiation.
By 2020, customer experience will overtake price and product as the key brand differentiator (Customers 2020 Report). Do you know what differentiates the customer experience your brand provides? If not, you’ll find plenty of inspiration during CloudFest’s “What to Pack on your Customer Journey” panel. Executives from WebPT, a physical therapy software provider, and ResorTime Vacation Services will discuss the innovative ways they are engaging with customers. Topics will include how to manage the complete customer lifecycle, what to consider when designing the ideal customer journey, how to personalize each customer journey and key lessons in optimizing customer success.
4. Customer success impacts how investors evaluate your business.
Remember when United Airlines lost more than $1 billion after a passenger was dragged off one of its planes? This example, though extreme, illustrates how a reputation for providing poor customer service can hurt confidence in your business. But what does this look like from a venture capitalist’s perspective?
During CloudFest for Service, we’ll ask some top venture capitalists that very question. Anna Khan, an investor at Bessemer Venture Partners; Scott Kirk, Vice President at Technology Crossover Ventures; and Robert Keith, Senior Manager at Salesforce Ventures, will share their thoughts on how customer success factors in when they evaluate investments. They’ll also discuss how investment in cloud technology can support predictability and business continuity.
5. Making the right connections can help you grow your business.
After the credits roll on "Successful Conversations," NewVoiceMedia will host a wrap party/happy hour, offering audience members an opportunity to relax, unwind and network. Grab a beverage and work the room, and you might just make some connections that will strengthen your business.These are just a few of the reasons you won’t want to miss CloudFest for Service. Join NewVoiceMedia, Speechless Live and our amazing panel of speakers on June 15 from 2- 6:30 p.m. at Wine & Wall at One Market Restaurant. Register here and enjoy the show!