The customer experience gap is real. In fact, 80% of CEOs think they deliver a great customer experience, but only 8% of their customers agree. This is a massive discrepancy that ultimately leads to customer churn and lost revenue. But simply collecting feedback isn’t enough. You must analyze feedback data and take meaningful action to drive change. In this session, we’ll explore ways to quantify your feedback data and the different actions you can take that will not only improve customer relationships but also drive revenue to positively impact your bottom line.

Shonnah Hughes

Global Product Growth & Innovation Evangelist & Salesforce MVP
GetFeedback (By Momentive)

Shonnah is the Global Product Growth & Innovation Evangelist at GetFeedback, the leading customer experience management solution for Salesforce. Shonnah is a Co-Lead for SurveyMonkey’s Black ERG BUILD, a Salesforce MVP with over 11 years in its ecosystem, and holds many certifications and designations. She is seen as a thought leader in the Salesforce ecosystem and beyond. Shonnah co-founded a successful nonprofit to help underrepresented adults break into technology. Her leadership with Teen Tech Titans, PepUp Tech, WiT Diversity & other community organizations has led to multiple awards & recognitions. Including the Equality Trailblazer award and a golden hoodie. Shonnah had the distinct honor of signing the White House’s Pledge to America’s workforce along with Marc Benioff. The Pledge to America’s Workers—committing to expand programs that educate, train, and reskill American workers from high-school age to near-retirement.

EVENT HOST

GetFeedback is a powerful yet agile CX platform that empowers organizations to move at the speed of today’s customers. With GetFeedback, organizations can listen to customers across all channels, seamlessly connect feedback and customer data to uncover insights, and drive action across teams to improve the customer experience. Get up and running with GetFeedback in days, not months – without having to hire a team of consultants. Enable your team to focus less on technology and more on what matters most—your customers. We’ve built GetFeedback to be both powerful and easy to use. We offer best practices, templates, and product guidance, so teams have the expertise and confidence to quickly launch and run their programs. We make it easy to automate action in the systems and tools your teams already use, including Salesforce, Jira, Slack, and more. Organizations can quickly close the loop and build stronger customer relationships.