Granted, if anyone was going to put on a memorable Customer Experience, you would expect the CXPA – the experts in the industry – to do so. But you’ve also heard the precautionary tale of the cobbler’s shoeless kids, so one can never assume.
But from this first-time attendee’s perspective, last week’s Customer Insights Exchange was nothing short of 5-star. Let’s break the total experience into four sub-experiences and see how this tapestry was woven:
- Setting – OK, this was a lay-up. Other than a lengthy plane ride from some locales, San Diego, and the Del Coronado, specifically, can’t be beat.
- Communication – from all the various advance emails from the CXPA team to the app to the welcome kit to the well-illustrated conference program – the team provided the sort of experience Bruce Temkin must have envisioned when he spoke about ‘anticipatory experiences’. Planning made the CIE an easy-to-use, fun experience for attendees.
- Content – The combination of outside voices—Derrick Hall’s passionate sharing of his and the Diamondback’s story – and industry experts – Erin Wallace’s insightful case study of John Deere – provided valuable, diverse perspectives.
- Participation – Show & Tell sessions, M2M Unwound Sharing, Breakout Sessions and the Luncheon Roundtable each created interactive learning and networking opportunities. Hard to identify a topic not covered across the various formats.
Congratulations and thanks to the CXPA team for providing a great example of a Customer Experience that fulfilled both the emotional, as well as functional needs, of the audience. Already have my calendar marked for 2016!
p.s. If there's one suggestion for the planning committee, it would be ‘think heartland’ for 2017. There are lots of reasons some of us relocated from the coasts to do business in the Twin Cities or Chicago or Milwaukee and is ease of business travel is one. We’re within a 3-hour plane ride of every major market. Let us show you the experience of Midwest hospitality!
Pat Dawson, Principal/Senior Consultant, Conga Brand Consulting
#2015USInsightExchange #BrandedCX #IndustryBestPractices #Communications