Predictive Customer Engagement
25-27 April 2018
Hosted by National Instruments in Austin, TX
Notes and presentations are available to Consortium Members on the wiki.
- Proactive/Predictive Customer Support Model (Work Done to Date) – Greg Oxton, Consortium
- Making Customer Success Managers Successful – Ed Smith, athenahealth
- Member Experience with Predictive Customer Engagement – Glen Worthington, PTC
- Predictive Engagement Maturity Model – Ari Hoffman and Sara Feldman, Mindtouch
- Group Discussions:
- How do we avoid crossing the line of creepiness?
- Thoughts on measuring success and impact of predictive engagement
- Using social media to listen and learn – David Bohl, Dell EMC
- Open Space Sessions
- What should we be instrumenting now so we have the data that we need when we start doing PCE?
- How to get customers to take action on recommendations and how to measure the impact
- Building a model for machine learning capabilities and AI in support.
- Implications of AI on the knowledge worker
- How do we teach AI our values and how to reinforce our brand promise?
- Book: A More Beautiful Question
- Book: The Effortless Experience
- Think with Google – the Basics of Micro-Moments (Know, Go, Do, Buy)
- We Are Social for social media trends & stats
- Upcoming events at the Consortium for Service Innovation
- Upcoming events at the KCS Academy
- Co-creation factor: engaging customers in the design of high-value offerings.
- Getting customers to take action on recommendations. Can we use the Fogg model of motivation, ability, and triggers?
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