Team Meeting Summary: Predictive Customer Engagement

Kelly Murray , April 28, 2018

Predictive Customer Engagement

Team Meeting
25-27 April 2018
Hosted by National Instruments in Austin, TX

Notes and presentations are available to Consortium Members on the wiki.

Discussion Topics

  • 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?

Reference Links

Ongoing Work

  • 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?



Notes and presentations available to Consortium Members;
contact Kelly Murray for more information.

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