Reston, Va. (November 23, 2009) – Clarabridge, the leading provider of text mining software used by many Global 1000 companies to improve customer experience management (CEM), announced the agenda and speakers today for its annual Clarabridge Customer Connections (C3) users conference to be held Jan. 25-27, 2010 at Disney’s Yacht & Beach Club Resorts in Lake Buena Vista, Fla.
Keynote speakers include customer experience experts Bruce Temkin and Jeanne Bliss. Temkin, vice president and principal analyst at Forrester Research, Inc. and an expert on strategy, processes, leadership, and cultural change required for large organizations to transform their customer experience, will kick off the second annual conference with a keynote speech entitled “Customer Experience: The Path to Loyalty.” Bruce will cover the key trends for customer experience, the current state of customer experience efforts, and how customer experience management is evolving across organizations.
Bruce is a leading expert in how companies build differentiation with customer experience through corporate-wide strategies and initiatives. Bruce was instrumental in the development of many of Forrester’s customer experience evaluation methodologies and training courses. During his 10 years with Forrester, Bruce has led the company’s financial services and customer experience practices. His research focuses on the business strategies, operational processes, and organizational structures required to create and sustain superior customer relationships.
Jeanne Bliss, founder of CustomerBLISS, spent 25 years as the “Chief Customer Officer” inside 5 major U.S. corporations where she fought for a place on the strategic agenda, bringing in the voice of the customer to redirect priorities and drive transformational changes to the customer experience. She is author of two best-selling books: “Chief Customer Officer” and “I Love You More Than My Dog: Five Decisions that Drive Extreme Customer Loyalty in Good Times and Bad,” Jeanne’s session will focus on “Earn the Rave: 5 Decisions that Earn Devoted Customers and Business Prosperity.” Conference attendees will receive a free book on a first come, first serve basis.
The three-day customer experience management (CEM) conference is designed to bring together Clarabridge’s customers, partners and thought leaders from across the industry to openly discuss and exchange techniques and explore new ways to leverage text analytics for customer feedback, varying methodologies and best practices that drive CEM success across their businesses. The C3 agenda will include sessions on best practices from Clarabridge’s clients and partners and include two tracks, one specifically designed for the business user and one for the technical user.
Speakers will also include executives Chris Malone, chief marketing officer at Choice Hotels; Karalyn Sartor, vice president of enterprise customer care at Best Buy; and Chuck Miller, president DMS Research, an AOL company. Conference attendees will also hear from companies including Gaylord Hotels, Intuit Inc., Sage Software, Maritz Research, Kapow Technologies, Convergys Corporation, and many more.
As the sources for customer feedback continue to grow in places such as social networking sites, online forums, call centers and chat rooms, so too does the complexity of gathering and accurately analyzing that feedback to truly understand what customers are saying and the sentiment behind it. Dozens of well-known, consumer-based Fortune 1000 customers with thousands of end users use Clarabridge to accurately analyze tens of millions of text-based feedback verbatims each year. Clarabridge’s solution serves enterprise scale deployments and is used by marketing, operations, customer service and product management professionals in many different business units who can benefit from understanding customer feedback.
Registration information:
Attendees who register before December 1, will receive 40 percent off and when three or more members of an organization register, the third individual receives free entry. To register, please visit: www.regonline.com/clarabridge.
About Clarabridge:
Clarabridge is the leading provider of text mining software for customer experience management. Clarabridge Enterprise 4 provides Global 1000 enterprises an analytical view of text-based verbatims found in voice of the customer feedback channels such as call center notes, qualitative survey feedback, Web 2.0 content, online forums, reviews, social media sites, and customer warranty forms. As a result, businesses can improve marketing, product/service management and customer service delivery. Clarabridge is privately held with headquarters in Reston, Va. Clarabridge customers include AOL, Capital One, Choice Hotels, Expedia, Inc., Gap, Gaylord Hotels, H&R Block, Intuit, Marriott International, Sage North America, United Airlines, Walmart and Walgreens. For more information, visit www.clarabridge.com.
