https://www.talkdesk.com/resources/webinars/ Find out what customer-centric business leaders from Salesforce, Influitive, Gainsight, Zuora, Slack and more had to say at Opentalk 2016, by Talkdesk. https://www.talkdesk.com/opentalk

1. 6 Customer Experience Insights
from Opentalk 2016
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2. 01 Empathy
02 Metrics
03 Segmentation
Table
of Contents
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04 Culture
05 Language
06 Omnichannel

3. Talkdesk’s first customer experience summit
was a great success. Opentalk 2016 featured a
full day of impactful content delivered by
thought leaders and innovators in the CX space
to an audience packed with customer-centric
business leaders. There were multiple exciting
product announcements and an assortment of
gourmet food and drinks, all in San Francisco’s
high-tech and sophisticated event venue, The
Village, on May 17th.
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4. Here are some of the best learnings and insights
from Opentalk 2016:
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5. #1 Empathy
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6. Empathy is the heart of the most successful customer experiences. Smart
businesses invest in learning what makes their customers tick and where
their product or service fits into the customers’ daily lives.
Creating a foundation of empathy in team members starts from the
moment of onboarding.
Evan Maridou of Tuft & Needle explained in the “Debate: Customer
Delight vs. Effortless Experience” session that his company requires new
hires to visit legacy stores to determine the pain points of customers.
Keynote speaker Bonny Simi of JetBlue Ventures explained that her
airline requires pilots to attend training sessions in which they review
NPS scores and Twitter feedback on their latest flights.
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#1 Empathy

7. “To build a great CX, you have to have
a lot of empathy with your customers.”
Neil Straghalis
Experience Design Group Manager, Intuit
—
By Design: What Happens When CX Meets UX
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8. #2 Metrics
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9. Customer satisfaction can seem an amorphous goal at times. Many of
the Opentalk speakers touched on ways to pin down and track customer
satisfaction metrics.
Jason Lemkin of SaaStr, Josh Stein of DFJ, Maridou and Simi all spoke at
length about the merits and pitfalls of NPS. Talkdesk unveiled Customer
Sentiment Score, our first predictive analytic, that enables companies to
actively assess churn and take proactive steps to prevent it.
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#2 Metrics

10. “I find that if you do it right,
NPS predicts the future.”
Jason Lemkin
Founder, SaaStr
—
How to Grow Customer-Centric Companies
in Down Markets
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11. #3 Segmentation
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12. Rather than attempting to address every customer’s needs in the same
way, companies should strive to break customers up by attributes. This
makes the seemingly unattainable goal of making every customer happy
all the time a lot more manageable.
Nick Mehta of Gainsight and Tien Tzuo of Zuora spoke about using both
externally visible factors and customer behaviors to determine
segmentation. Tzuo said that companies should aim to surface 8-10
salient items about customers and then bake them into their sales
organizational structures.
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#3 Segmentation

13. "Two different people can expect opposite
things when it comes to customer success.
Segmentation is the way to go.”
Nick Mehta
CEO, Gainsight
—
The ROI of Investing in Your Customers
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14. #4 Culture
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15. Employees are the determining factors for the customer experience.
The culture that employees create and live in can make a tremendous
difference on the consumer-end. That’s why it is imperative to develop
and foster a customer-centric culture through training programs and
ongoing refreshers.
Bryce Maddock of TaskUs discussed his “team-centric” approach that he
feels creates a cycle of good agents attracting good customers who in
turn attract better agents. Simi discussed JetBlue’s initial personality test
to determine if potential hires are good organizational fits. She also went
over her company’s devotion to instilling pride and promoting trust in
team members so that they are empowered to continue to meet and
exceed expectations.
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#4 Culture

16. “Your number one differentiator
is your culture. It overlaps with your people
and your customers.”
Bonny Simi
President, JetBlue Technology Ventures
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—
The Art and Science of Delivering
Great Service

17. #5 Language
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18. The words we use to describe our business processes and goals can
shape how we view our customer relationships. Emmanuelle Skala of
Influitive debated the meaning of “speaking” to a customer if the contact
is purely electronic and advocated for using “learning” instead of
“discovery” in sales processes. Casey Whalen of Shopify explained that
his company has merged the Sales and Support teams and now simply
calls them “Improvers.” Simi explained that JetBlue calls all of its
employees “Crew Members.”
Most audaciously, Tzuo and Mehta argued that the term “customer” is
outdated because it suggests a one-sided interaction. Mehta went on to
say that “acquisition” was also a misnomer because it can instill a false
sense of security about the relationship.
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#5 Language

19. Nick Mehta
CEO, Gainsight
—
The ROI of Investing in Your Customers
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"One term that all of us use is 'customer
acquisition'... But you’re not acquiring this
new customer. They’re not committed to you.
You don’t own them."

20. #6 Omnichannel
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21. Modern businesses strive to meet customers on their level. This can mean
humanizing experiences by promoting conversation, as was the subject of
“The Lost Art of Conversation” session, providing a self-service option as
discussed in the “Debate” session, or providing real-time service as
discussed in the “The Rise of the Customer-Centric Company” session.
Along with Talkdesk’s many product releases at Opentalk, we introduced
Talkdesk Omnichannel, which will include voice, SMS and video to allow
companies to connect with their customers in whatever way works best
for them.
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#6 Omnichannel

22. “Be mindful of consistency with customer
relationships.”
John Mayhall
North American Sales Solutions, LinkedIn
—
How to Grow Customer-Centric Companies
in Down Markets
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23. Powered by
Even though Opentalk 2016 is over, you should still keep customer
experience at the top of your mind.
Talkdesk has helped thousands of customers including Box, Cloudera,
The Weather Channel and Dropbox improve their customer experience by
empowering their agents and reps to have real-time personalized
conversations.
Talk to one of our experts to find out how Talkdesk can help you drive
customer loyalty in your business.
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