MOMENTUM 2020

Creating a Customer-First Culture by Empowering Employees with Data

Most companies claim to put their customers first, but their roadmap and retention rates may say otherwise. It’s a symptom of a greater problem—they’re flying blind. They say that they listen to the Voice of the Customer, but what does that even mean? World-class organizations put the customer at the center of everything they do—and they back it up with data: usage metrics, churn scores, knowledge base interactions, and conversation insights. This data is the backbone of every decision — from new feature development to go-to-market strategies. Hear from a panel of Customer Success experts about how they’re delivering exceptional customer experiences by leveraging data.