The Customer Experience Value Chain
Reston, Va. (Vocus) October 15, 2009
Clarabridge, the leading provider of text mining software used by many Global 1000 companies to improve customer experience management (CEM), will hold its second annual Clarabridge Customer Connections (C3) users conference Jan. 25-27, 2010 at Walt Disney World's® Yacht & Beach Club Resorts in Lake Buena Vista, Fla.
The three-day customer experience management (CEM) conference is designed to bring together Clarabridge's customers, partners and thought leaders from across the industry to openly discuss and exchange techniques to using text analytics for customer feedback, varying methodologies and best practices that drive CEM success across their businesses, and to explore new ways to help leverage these practices. Bruce Temkin, vice president and principal analyst at Forrester Research, Inc. and an expert on strategy, processes, leadership, and cultural change required for large organizations to transform their customer experience, will present the keynote speech on next generation customer experience management.
Bruce serves Customer Experience professionals. He is a leading expert in how companies build differentiation with customer experience through corporate wide strategies and initiatives. Bruce was instrumental in the development of many of Forrester's customer experience evaluation methodologies and training courses. During his 10 years with Forrester, Bruce has led the company's financial services and customer experience practices.
His research focuses on the business strategies, operational processes, and organizational structures required to create and sustain superior customer relationships. He identifies best practices in customer experience leadership and voice of the customer programs, including the use of methodologies like Net Promoter. Bruce has authored several Forrester Big Idea reports on customer experience: "Scenario Design: A Disciplined Approach To Customer Experience," "The Customer Experience Value Chain," and "Experience-Based Differentiation." He also created Forrester's Customer Experience Index, which ranks the customer experience of more than 100 large companies.
As the sources for customer feedback continue to grow in places such as social networking sites, online forums, call centers and chat rooms, so too does the complexity of gathering and accurately analyzing that feedback to truly understand what customers are saying and the sentiment behind it. Dozens of well-known, consumer-based Fortune 1000 customers with thousands of end users use Clarabridge to accurately analyze tens of millions text-based feedback verbatim each year. Clarabridge's solution serves enterprise scale deployments and is used by marketing, operations, customer service and product management professionals in many different business units who can benefit from understanding customer feedback.
"Our inaugural C3 Users Conference last year brought over 100 partners and customers together from 50 companies to share valuable insights on customer experience management best practices. The tremendous success of the event, despite the down economy, highlights the commitments companies are making to better understand the Voice of the Customer and to turn that insight into intelligent, strategic action," said Sid Banerjee, chief executive officer of Clarabridge. "We're already seeing excitement from last year's attendees, which is a testament to the strength of last year's event and expectation of even more value to come from the conference this year."
Last year's C3 presenters included executives from Gaylord Hotels, Intuit, Marriott and Sage Software as well as partners from Adamson, Communispace, Maritz, Microstrategy, Omega, Quaero and Vovici. Thought leaders offering keynotes included Leigh Duncan with Live Path, Darren Kelly with Collective Intellect, Colin Shaw with Beyond Philosophy and Bob Thompson with CustomerThink.com.
Attendees who register before December 1, will receive $200 off and when three or more members of an organization register, the third individual receives free entry. To register, please visit: http://www.regonline.com/clarabridge. Stay tuned for additional conference information.
Clarabridge is the leading provider of text mining software for customer experience management. The Clarabridge Content Mining Platform™ provides Global 1000 enterprises an analytical view of text-based verbatims found in voice of the customer feedback channels such as call center notes, qualitative survey feedback, Web 2.0 content, online forums, reviews, and customer warranty forms. As a result, businesses can improve marketing, product/service management and customer service delivery. Clarabridge is privately held with headquarters in Reston, Virginia. Clarabridge customers include AOL, Capital One, Choice Hotels, Expedia, Inc., Gap, Gaylord Hotels, H&R Block, Intuit, Marriott International, Sage North America, United Airlines, Wal-Mart and Walgreens. For more information, visit http://www.clarabridge.com.