Notable Moments From The Future of Customer Journey Experiences
Last week we had the privilege of hosting a fantastic event at a San Francisco hot spot for a thought leadership panel discussion focused on the future of customer journey experiences where our EVP of Products, Gaurav Passi was joined by Jim Lundy, CEO of Aragon Research, John Hernandez, COO of Salesforce Service Cloud, and Barry O’Sullivan, CEO of Altocloud. There were some great moments and below we have captured each of the panelists best quotes of the night and key social media posts:
"Customers always remember."
"In 2017, it’s not just about the service, it’s really about customers renewing with you and going on the journey with you."
"Netflix is a good example of a digital journey, it remembers what you’ve watched, it gives you recommendations."
"Satisfaction is not about the first trip or second trip, satisfaction is the entire journey."
"You have to make sure that any customer who wants to come and interact with you, it is on their channel of choice, not your channel of choice Mr. Brand."
"When I look at the polar opposites of my 72 year old dad and my 14 year old daughter, they have very similar traits now because of the iPhone, iPads, and Android devices. Everything is accessible at the moment that they need it, and in that customer journey environment if you’re not proactive and engaging when they need it, they are off to the next thing."
"In the digital world, you have to connect the dots between the silos in all communication channels and within the company’s organization."
"78% of customers don’t track the data around customer journeys."
"Conversational service" from @salesforce, powered by @Altocloud and @Five9 #customerjourney— Altocloud (@Altocloud) June 23, 2017
A brilliant day capped by a packed house of enthusiastic ADVOCATES for #customerjourney @Five9 @johnher2010 @siliconbarry @AragonResearch1 pic.twitter.com/u6tT6YMdMP— Brian Schnack (@theschnack) June 23, 2017
@JimLundy @AragonResearch1#customerjourney thought leadership @five9 @salesforce @Altocloud pic.twitter.com/szGChUEQDb— Teresa Dodson (@PartnerQueen) June 22, 2017
@JimLundy on stage sharing insights on the #CustomerJourney! @Five9 pic.twitter.com/J04xs5xW1l— Evan Vuckovic (@evanmktg) June 22, 2017
Kicking off the #CustomerJourney panel with industry leaders from @salesforce, @altocloud, @Five9, and @JimLundy! pic.twitter.com/0uuCBfPbhT— Aragon Research (@AragonResearch1) June 23, 2017
We're not buying soap and toilet paper online anymore, we're buying Teslas #customerjourney— Ali Wamberg (@AliWamberg) June 23, 2017
Setting up for #CustomerJourney panel today! Looking forward to a fantastic event... Still time to join the webcast https://t.co/lSdXsNCcbB pic.twitter.com/M3oWeOmlWu— Five9, Inc. (@Five9) June 22, 2017
Analytics to make the #customerjourney more effective - sales to Service. Love it. pic.twitter.com/XB5y1GAyeb— Andrew Ko (@andrewdko) June 22, 2017
If you missed the event, feel free to check out the video stream on-demand.