Empowering People to Change Their World....Without Getting Stuck in the Mud!

Author Bio

Author Bio

A couple of weeks ago, we held our Third Annual B2B Summit in New York. It was a record turn out with standing room only for some of the Confirmit team! This is one of our flagship events and it gets better every year, with this year expanding the event to London!

We were delighted to welcome back Faith Adams, Analyst, Forrester Research, Inc. who was joined by Eric Brown, VP Research Quality & Ops, Forrester Research, Inc. During their presentation, Faith and Eric shared key tips on how to incorporate storytelling into CX presentations. Eric explained that not only does effective storytelling improve internal support for your program, it can also help you improve client retention, expose sales opportunities, and create client advocates for your business. The main lesson? Information only has value when it changes someone’s behavior. Faith cited a number of studies that demonstrated leading B2B organizations that drove change and behavior through storytelling and the impact it had on their business.

Following Forrester was a string of customer presentations which included; Seth Hall, SVP of Customer Experience from Philadelphia Insurance and Steve Carroll, VP Customer Insights, LexisNexis, both of whom provided great insight into how their programs are delivering real change across the business. It was inspirational stuff for the B2B audience. As was the incredibly energetic performance by Tim Keiningham, PhD, Chief Strategy and Client Officer from Rockbridge Associates who I can safely say gave everyone a lot to think about!

Ending the featured presentations was Confirmit’s Claire Sporton, SVP of CX Innovation. Her message was perfectly aligned with Forrester’s – empower people to improve their world. Success is all about action. Her presentation, in typical Claire style, drew an analogy between CX and cycling through mud – trust me, it made perfect sense at the time!

We rounded off the main presentations with a fantastic panel session moderated by Brad Linville. The panel included Sarah Day from Asurion, Jeff Heintz from Novo Nordisk and Meredith Moses from W.W. Grainger, Inc. The session covered a huge range of topics that rolled up to Confirmit’s key values – Richer Insights, Smarter Decisions and Faster Actions.

Finally, it was time to make a fuss of our ACE Awards winners. The B2B industry makes up a large segment of our ACE winners and it was wonderful to have representatives from so many of those clients with us to celebrate.

You know Confirmit would never close out an event without a reception. Our attendees spent a few enjoyable hours sharing their CX stories and networking with our speakers, thought leaders and Confirmit team over drinks and hors d'oeuvres.