Every year we host two client events—Forum in the spring and Power User Exchange in the fall—and after each one, we come away incredibly inspired by our clients’ passion to know more and do better. This year’s Power User Exchange was no exception. The insights we covered could easily fill a book—but for the sake of brevity, I wanted to give you the cliff notes version and share my 3 biggest takeaways.
1. Data science is fundamentally transforming CX innovation
If there’s one thing that becomes quickly apparent after spending a few days with hundreds of insight professionals, it’s the amazing human capacity to solve complex problems. But even with that innate ability, there are still limitations—especially when it comes to something as large-scale and data-driven as the customer experience.
Fortunately, technology advances in leaps and bounds, and every limitation is a prelude to innovation. In the opening session, Sr. VP of Mobile Technology Lou Bellaire explained how SMG’s data science team is using evolving technologies to shape our product roadmap and help clients build better customer connections across every touchpoint. A few highlights:
2. Visual thinking helps break patterns of habituation + illuminate divergent paths to insight
Those advancements in data science have the potential to unlock a new level of insights—but reaching that level still requires human intervention and critical thinking. Keynote speaker Sunni Brown used a combination of visual, design, game, and improvisational thinking techniques to challenge the way we approach organizational problems. Here are a few of my favorite highlights:
3. Great things happen through true partnership + a shared commitment to action
As much as I love the keynote presentations and tech innovation updates, by far my favorite part of every event is when we get together for the Top Partnership Insight awards presentation. That’s when we get to articulate the difference between having a customer feedback program (essentially a list of reviews) and a customer insights program (making sense of the data and using it to drive business results). Beyond that, the awards allow us to:
This year we added 6 awards to our growing library of 70+ Top Partnership Insights (congratulations to Banfield Pet Hospitals, Biscuitville, Chick-fil-A, Einstein Bros., Frisch’s Big Boy, and Heinen’s). From using CX feedback to inform product launches to measuring new lines of business to ensure long-term success, our clients are truly committed to putting their customers first.
I’d like to personally thank all of the attendees at Power User Exchange 2017. There’s a lot of hard work that goes into creating an event like this, and your attendance, participation, and continued partnership makes it all worth it. I hope to see you all again next year.
And don’t forget to take your insights with you: all of this year’s content is available exclusively to SMG clients.
Chief Client Officer