Fresh off our trip to the Music City, and still recovering. No, not because we were out all night at the famous country music establishments. But because we squeezed the juice out of every moment we had meeting all kinds of incredible people and making connections that will live long beyond our time in the Bachelorette Party Capital.
Like this guy, Shep Hyken. He’s been at this customer experience game a long time, before it was even called that, really. He’s made a career of helping companies understand what it takes to AMAZE customers. He’s a noted author, speaker, blogger, podcaster and honestly, just a super nice guy with a lot to offer. We loved talking to him and look forward to him being part of the Edify family now.
And then there were these guys… can you tell how much fun we had? Even INSIDE the exhibit hall. Not hard when Dan Gingiss, Dennis Wakabayashi and James Dodkins (literally THE CX ROCKSTAR) are together at your booth! Every single one of them had enlightening experiences to share and insight to offer on how we engage customers today. I can’t wait to work with them this year.
And of course, we met with a litany of great companies across a range of industries from insurance and financial services to retail and eCommerce. Companies wanting to understand how machine learning can help, how true omnichannel is different than what they have and why that will make a difference to the EX and to customers. Great questions and great conversations. It’s always validating to connect with customer experience leaders who are really looking to improve and grow the service options they offer their customers.
Edify was also fortunate to get to lead some intimate sessions with attendees. Kim Fields, our Director of Learning at Edify, co-hosted a Think Tank with Phil Bennett from Empire Today called Holistic CX: How to Tear Down the Silos and Deliver a Unified CX. Attendees were asked to break into groups and think through important questions like:
What challenges do your current silos create with regard to the CX you’re delivering?
What do you hope your customer experience looks like 3 years from now?
What does a unified customer experience look like?
They discussed the silos in the industry as a whole--things like an agent-to-agent disconnect, inter-departmental disconnect, acquisitions, mergers, lack of information sharing--and best practices on how to break down those silos. Here’s Kim’s takeaway from her Think Tank session: “There are inter-department silos in contact centers (i.e.marketing not talking with the contact center or the contact center not getting updates from the product team, etc.), which is caused by a breakdown in communication, but there are also technology silos between agents ...and between agents and customers. We can solve the technology and communication breakdown by using technology that empowers unification. It seems like step one for most companies is fully moving to the cloud."
And we are here for it!☝🏻
All in all it was another great show. Thanks to the team for their enthusiasm and commitment. And thanks to the attendees for their curiosity and vision. Great things lie ahead. In case you missed us, we will be at the IT Expo/Future of Work show February 12-14 in Florida and Enterprise Connect in Orlando at the end of March. Catch you next time. ✌🏻