NGCX 2020

August 17 - 19, 2020

Hyatt Regency Indian Wells, CA

Raj Sivasubramanian, Customer Experience Leader, CCXP at Airbnb

Raj Sivasubramanian


Customer Experience Leader, CCXP
Airbnb

Check out the incredible speaker line-up to see who will be joining Raj.

Download The Latest Agenda

Day One: Using Customer Insights to Streamline Experiences

Monday, August 17th, 2020


9:55 AM Tonight Show Panel: Closing The Feedback Loop: Acknowledging Your Customer’s Experiences

While the long term goal of CX is streamlining points of friction, shouldn't you be responding to current complaints and issues that customers have now? The role of your department is to listen and gather feedback, but more often that not, that feedback never gets responded to and your customer might not know that changes are being made based on their feedback. How do you close the feedback loop and make customers aware that their feedback is being listened to. Join us to hear from our panel on their approach to the following points:
• Critical insights from your customers aren’t just a way for you to improve future experiences 
• If a customer has a bad experience and provides feedback, reaching out to them to resolve their issue or try to diffuse a bad situation can turn a detractor into a advocate
• Is your company set up to reach back out to customers that have provided feedback to either fix a problem or let them know their feedback helped improve future experiences? 
• What technology or strategies can help you get to this point?

2:00 PM Case Study REMIX: Driving Change By Humanizing Customer Data

Given the staggering amount of data being collected from your customers, there should be something you can do to take that data and turn it into strategic prescriptive plans that will streamline the customer experience without the customer even knowing. Rather than just constantly reacting to complaints from your customers, this session will discuss how you can be moving from lagging indicators to leading indicators:

• Get beyond the ‘problem whack-a-mole’ world by moving from lagging indicators to leading indicators
• Create an intentional, designed experience with the right controls
• Strategies for tracking and mapping those controls and getting employees connect to the metrics
• Implementing an accountability model to incent the experience going well the first time!
• Managing with leading indicators ongoing