Conference Presentation

Community: Delivering Great Digital Customer Experience at Scale

This report is for members only

Ask about TSIA membership to access.

Already a TSIA Member? Sign In.

The subscription-based economy requires organizations to attract new prospects while simultaneously selling to and delighting existing customers. And today's hyper-connected customers have higher expectations and more power than ever: They prefer self-service online, want an immediate response and hold you accountable. With multiple digital channels, how do you create a consistent and integrated customer experience _ one that allows you to reach and convert prospects and customers in a way that's authentic and scalable? Zuora's community is its primary social media engagement hub, guiding all customers to discover the information most relevant to their needs while providing a single destination for customer-facing exchanges. Within the community, Zoura's customers: Collaborate on technical questions, leveraging the expertise of all Zuora's technical resources from Customer Support, Professional Services and Engineering. Contribute to product innovation through product enhancement discussions. Crowdsource a shareable self-service knowledge base Deepen their expertise by learning about upcoming product demonstrations and webinars given by Zuora's Subject Matter Experts. Join online User Groups, providing connections and engagement before, during and after live events. The Zuora Community achieves our vision of seamless communication between customers, partners and employees in a manner that is helpful, authentic and effortless, so that we can truly become a world where we are all connected to each other.

Presented By:

Richard Reilly

Director, Field Marketing, Lithium Technologies

Marlene Lee Summers

VP, Customer Support & Community, Zuora

Publish Date: October 24, 2017

TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.

Peg Rodarmel, SVP, Subscription Services, Infor

Experience Our Community

Our thriving community of 35,000 technology and services leaders rely on TSIA insights every day.