Moments of Truth at the Confirmit B2B Summit

Author Bio

Author Bio

Last week customer experience practitioners and executive-level VoC program sponsors from leading organizations convened in New York City for Confirmit’s Second Annual B2B Summit. This is one of our key events of the year and it’s getting bigger and better every time. This year, over 70 industry professionals and Confirmit team members joined forces to focus on our theme for the year – “Moments of Truth – Measuring and Responding to Customer Feedback When It Matters Most”.

Once again, we had a gorgeous venue in the form of the Grand Hyatt which was perfect for our packed agenda which not only included a networking lunch, featured presentation and Confirmit customer speakers, but which segued neatly into cocktail reception at which we honored the recipients of the 2017 Confirmit ACE Awards.

The content? Where to begin? We were delighted to welcome Maxie Schmidt-Subramanian, Principal Analyst, Forrester Research, Inc. who, as one of the world’s leading CX analysts, is always a welcome addition to an event. During her presentation, she shared some fascinating statistics around organizations’ commitment to customer experience programs. A couple of these data points clearly resonated in the room. The first was that 55% of executives think that CX is important but show no urgency (a lot of nodding heads) and another was that 52% of businesses don’t know how to provide ROI for their program.

Maxie had some great advice for the assembled group around how to address these issues, particularly around the way in which companies need to rethink their metrics and analytics. She shared some illuminating stories of how successful B2B organizations focus on data quality and really dig into that data to understand the complex relationships that are common in the B2B world. From the frantic note-taking in the room, I think it’s safe to say she sparked plenty of ideas!

Figure 1 Maxie Schmidt-Subramanian

Success stories were very much the focus of the next presentation as Linette Myland of Siemens Corporation shared their approach to capturing the Voice of the Customer. Siemens has been working to put the customer at their heart of their business for several years and now has a sophisticated program that incorporates both relationship and transactional surveys, closed loop processes, Voice of the Employee and NPS ® best practices. They’re clearly doing something right as this year, they were a winner of a Confirmit ACE Award!


Figure 2 Shane Cumming addresses the crowd                          Figure 3 Linette Myland of Siemens receives her ACE Award

Our final session took the form of a roundtable discussion between our own Shelly Chandler and several Confirmit customers, including; Steve Carroll, LexisNexis, Stephanie Coleman, Sodexo, Craig Hudson, Boehringer and, Peter Warren, Grainger. The group talked about the metrics that really drive CX improvements and what was interesting was that, while NPS featured, there was also a lot of enthusiasm for Customer Effort Score as a critical metric. They also talked about key Moment of Truth in the B2B customer relationship and the importance of identifying patterns of behaviors around those moments.

With the formal discussions complete, it was time to move into the informal phase of the day. This included a great chance to recognize our ACE Award winners. We were thrilled to have so many winners in attendance, including Canon Solutions America, Erie Insurance, LexisNexis, Selective Insurance, Siemens Corporation and Philadelphia Insurance.

As always, Confirmit’s hospitality was second-to-none and our energized attendees spent a few very enjoyable hours sharing their VoC tales, best practices and challenges over drinks and canapés. You can see a bit more about the event in this video, and if that whets your appetite to join us at one of our many upcoming events, take a look at our events page to see when we’re coming to a town near you!


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