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On Demand Webinar

Technology Summit: Designing the Ultimate Customer Experience to Drive ARR

The subscription economy has raised the stakes to deliver an exceptional customer experience and eliminate any friction that may give a customer reason to churn. According to TSIA’s Customer Success Benchmark, 57% of companies have executed a customer journey mapping exercise, to better understand the end-to-end customer experience, and identify friction points that ultimately impact adoption, retention, and expansion.

This Tech Summit will explore how companies should be looking at customer engagement at a macro level to better understand and design the ultimate experience.

Join John Ragsdale as he leads a panel discussion with CX thought leaders to discuss:

  • Defining customer journey mapping, including who should own and be involved in this process.
  • Leveraging analytics to correlate every event in the customer journey to revenue and create a prioritized list of transformation required.
  • Creating a customer experience operations group (CX Ops) to examine the data and processes in this cross-enterprise journey, which can provide guidance to individual departmental operations groups.
  • The content required at each step of the customer journey, in particular the role of customer learning content in sales, onboarding, adoption, and support.
  • The culture change required to embrace a truly customer-focused philosophy across the enterprise.
  • The technology infrastructure required to analyze enormous data warehouses of customer history to enable insights and proactive recommendations.

Sponsored By:

Coveo logo
gainsight logo
thought industries logo

Presented By:

John Ragsdale

Distinguished Researcher, VP Technology Ecosystems, TSIA

Publish Date: March 16, 2023