A few weeks ago, I wrote about “mass personalization.” The idea that you can make a mass message feel personal is a bit of a stretch. Between then and now, I had the opportunity to attend our annual XDay North America conference. The event was, again, an amazing experience. The marketing team from QuestionPro even topped the excitement and connections made last year during XDay.
Don’t Miss Out This Week’s Video Summary:
It is a unique time as I get to see several clients and business partners. One of the most anticipated perks is the time I get to spend with my colleagues. Spread out across North America, with some of my peers in attendance stationed halfway around the world, it is a rare opportunity – especially all together at once.
Like others, I had several individuals that I prioritized to invite to the event. Each of them received a personal invitation from me. I even sought to bring some new connections from the local area to the event, a few of them taking time out of their day to join us.
We are proud of the conference and make a concerted effort to have compelling speakers, connecting the information to the roles of the attendees, bringing innovation and leaving the attendees inspired. Following the event, we always ask for feedback. Afterall, we provide Customer Experience solutions, we should also participate in what we preach. Also, just the way we talk about it, across all our customer experience management tools, the concept of understanding Root Cause is built into our survey following XDay.
Our QuestionPro CX tools allow a personalized approach to customer experience measurement and management – in that drive towards Understanding Journeys and Taking Actions – our philosophical approach to voice-of-the-customer. Going beyond individual touchpoints, our Customer Journey Management tool allows brands to create nested journey management maps and integration of live survey data into map metrics.
It is the reason that QuestionPro is the only customer experience software company that was rated as a leader in both Voice-of-the-Customer and Customer Journey Mapping SPARK Matrix reports from industry analysts Quadrant Knowledge Solutions. At QuestionPro CX, we are proud that we have received these esteemed honors (You can read more about it here).
While others have responsibility over this event, I still take the time to analyze the results and read all of the comments submitted by attendees. I recognize that we cannot be everything to everyone, but every year I hear a comment that we should have provided demonstrations as a part of the agenda. For the most part, we are intentional that we do not want to talk much about QuestionPro or our products.
There were moments where we leveraged LivePolls to engage the audience and a few instances where we connected the future of survey research to features we are building into our amazing QuestionPro platform. While I tend to take in all feedback with an open mind, I also must keep in mind that we build this event surrounding the idea that we should educate the audience, keep them engaged and leave them feeling inspired.
There some ideas that we will use to improve our event moving forward (find a way to distribute the lunch lines better), some feedback that we’ll take to heart (there was quite a bit of love shown on the quality of the meals) and some recommendations that – not for lack of caring – that we probably will not implement for next year.
We want to make it better every year and meet the needs of as many people as possible, but we also know that we will not have the “perfect event” for everyone. There will be some compromises – which is true when it comes to anything we do for our customers in any industry. Unless we have only one customer, there will be some places where expectations cannot be met. What is important, that we do our best to communicate those expectations so customers know. Know what you intend to do and what they will get out of the trade-offs.
Next year we will have our QuestionPro XDay event on Thursday, October 9th – again in Austin, TX. I am expecting that we’ll have a great time again, we will have some great content and we will make many more friends. I also realize that we will not meet every expectation – but I do not think that is possible. I still hope you will join us.
