Gainsight, the Customer Success company that helps businesses grow faster by reducing churn, increasing upsell, and driving customer advocacy, is expecting more than 5,000 executives and Customer Success professionals at its sixth annual industry conference, to convene at the San Mateo County Events Center 10th and 11th April. The two-day event aims to help executives and professionals in post-sales and customer-facing roles manage effective Customer Success programs and grow into successful recurring revenue businesses.
During a fireside chat with Gainsight CEO Nick Mehta on 10th April, Fois will discuss how he's transforming NewVoiceMedia around positive, repeatable customer outcomes. He will also address why customer emotions are the single most important predictor of brand loyalty, and how businesses can operationalise positive emotional connections in their contact centres.
“At NewVoiceMedia, our mission is about putting the contact centre at the heart of the customer experience”, Fois says. “We feel that the industry has focused a lot of their efforts on efficiency and effectiveness, driving costs out of the contact centre. In today’s experience economy, companies are trying to figure out how to develop the sustainable competitive advantage, and we believe the way you do that is in your contact centre, where your sales and services teams can deliver positive emotive experiences to your customers”.
Chris Haggis, Senior Vice President of Customer Success at NewVoiceMedia, adds, “Gainsight Pulse is a fantastic opportunity for Dennis and NewVoiceMedia to have a dialogue with the wider Customer Success community. The last 10 years have seen a significant shift from customer service to customer experience, and we’re all trying to make our customers more successful. The Gainsight platform is superb for SaaS businesses such as ours to systematically manage our customer community. In addition, Gainsight have really helped establish a movement to ingrain customer success into the fabric of our collective organisations, so we are not simply selling a product or service – we’re helping our customers achieve their business or consumer outcomes”.