Darcy Mekis

Senior Social Media Manager

 
The race is on for companies to define themselves by the customer in 2018. And an amazing 50% of organizations have already adapted their business model around the customer experience. Where does your company stand? if you’re asking yourself, “How are we going to adapt to customer needs?” then this is the webinar for you.
John Abraham, General Manager of Medallia Institute, will explain each of Medallia’s predictions for CX in 2018 and what it takes to be among the winning companies. Hear how companies are adapting their business model to leverage new technologies for CX delivery and feedback.
Some of the hot trends John will highlight include:

  • The move from customer engagement to customer participation as companies accelerate online review volume from verified customers
  • The importance of running the words, not just the numbers, as companies mine unstructured data from new sources (unstructured text is forecast to make up 93% of all data by 2020)
  • Ensuring effortless and personal connections with customers at every touchpoint through the convergence of digital channels with value-added, high-touch services
  • The elevated role of frontline associates as customer advocates who can interpret root causes and vote for changes that benefit the customer and the business

 
If you’re ready to turn your company into a customer-centric business and learn more about where CX is headed, register here and learn where you should focus your efforts in 2018. Can’t make the webinar? We’ll  also be live tweeting with key insights, so be sure to follow us on Twitter at @Medallia.