CX leaders from Adobe, Tesla, Pluralsight, and ForgeDX discussed CX across the enterprise, the role of empathy, balancing digital and in-person experiences, and predictions for what’s next
SALT LAKE CITY, UT (June 29, 2018) – On Thursday, June 28, InMoment, a leading customer experience (CX) intelligence platform, hosted a discussion panel entitled Customer Experience in the Era of Relationship at its headquarters in South Jordan. The event was sponsored by the Women Tech Council, a national organization based in Silicon Slopes focused on the economic impact of women in driving high growth for the technology sector.
Experts discussed topics ranging from building empathy to personalization and data security. Panelists included Alison Lutjemeier, Group Manager, Customer Success Programs at Adobe; Denise Leleux, Global Customer Experience Executive at Tesla; Mariah Hay, VP of Product at Pluralsight; and Cydni Tetro, CEO at ForgeDX. InMoment CEO Andrew Joiner and CMO Kristi Knight opened the event.
Lutjemeier on moving beyond metrics:
“NPS is good for a baseline, but you still have to mine the data below it to understand what’s driving the score. Until you have context you don’t know what’s really going on. You can’t live and die by a score. Context is critical.”
Tetro on making the business case for CX:
“Success is learning how to create an experience that meets and exceeds customer expectations, and then tying that to real business value.”
Hay on the value of qualitative insights:
“Qualitative research is not just the job of a research department anymore. Everyone in the company needs to be able to access that type of data because it’s what enables great customer experience at scale.”
Leleux, Global Customer Experience at Tesla sums it up:
“Customers belong to everybody at Tesla.”
“At InMoment, we are passionate about the local tech community, and are committed to promoting women in this industry,” said the company’s CMO Kristi Knight. “It was an honor to host such an elite group of women CX leaders as they shared different perspectives and important advice. The takeaway from the event is clear: customer experience is the single most differentiating factor in business today, and the brands embracing this philosophy have a distinct competitive advantage.”
“The Women Tech Council recognizes how important it is to showcase the talented women that are leading work in key technology trends,” said Tetro. “In an era where companies are competing on experience, it is critical to provide forums like this that drive the conversation around what leading companies are doing in this area. The opportunity to learn from peers, build stronger networks, and gain greater insight into areas that impact every person’s job is invaluable to career and company growth.”
InMoment provides CX intelligence to nearly 450 of the world’s leading brands, helping them steer business decisions and enriching relationships with customers and employees. By working with Utah’s tech community, InMoment hopes to continue the conversation around CX and improve companies’ interactions with their customers.
For more information about InMoment, please visit http://www.inmoment.com.
InMoment™, the leader in customer experience (CX) intelligence, arms enterprises with compelling insights to fuel high-value action and relationships with both customers and employees. The company’s industry-leading Customer Feedback Management platform leverages a proprietary, AI-based analytics engine to power a full suite of Voice of Customer (VoC), Voice of Employee (VoE), and Employee Experience technologies. InMoment provides innovative solutions and related support services to more than 350 leading brands across 95 countries. For more information, visit http://www.inmoment.com. Twitter | Facebook
About Women Tech Council:
Women Tech Council (WTC) is a national organization focused on the economic impact of women in the technology sector through developing programs that propel the economic pipeline from high school K-12 to the C-suite. WTC offers mentoring, visibility, opportunities and networking to more than 10,000 women and men working in technology to create business environments focused on inclusivity and high performance. Through this work, WTC propels women in technology careers and the talent pipeline by ensuring a strong, diverse and entrepreneurial technology workforce. For more information on Women Tech Council, visit: www.womentechcouncil.com. Twitter | Facebook