sunni brown

The social ecosystem is vast and rapidly expanding, which makes searching for insight a daunting task. But your ratings and reviews are a big step in the customer journey. In this session, we’ll go over:

	Best practices for collecting + responding to local reviews
	Which review sites matter—and how they differ from social media sites
	How to tap location-level reviews to drive SEO efforts

Your employees don’t live on an island, and neither should your engagement program. In this can’t-miss session, Kathy Gosser— Director of Human Resources at KFC— will join us on stage to break down:

	How to integrate disparate datasets for wider program impact
	Client best practices for syncing up improvement efforts
	Tangible ways KFC goes beyond surveys to take a holistic approach

Your contact center is an endless source of insight on customer perception, potential problem areas, and improvement opportunities. We’ll help you tap in by covering:

	What’s on the line when customers reach out to this critical touchpoint
	How SMG clients use their program to capitalize on every interaction
	Tools and insights that help you coach agents, improve service recovery, + stay ahead of issues

When you’re using consumer insights to drive your business, you can’t afford to have blind spots in your research. In this session, we’ll explain how pairing CX data with BrandGeek and SMG BrandTrack delivers more holistic insights by breaking down:

	What brand research is + how to pair it with other datasets for maximum impact
	How to align research plans with strategic business meetings for timely insights
	Best practices for ensuring findings reach the right people at the right time

From survey methodology to research hot topics and what they mean for you, we’re here to help. This in-depth session will cover:

	How SMG researchers keep you ahead of the measurement curve
	Recent studies on survey length, invitation methods, + emotional loyalty
	What topics we’re penciling in for our 2018 research agenda

When you’re using tons of data to make big decisions, you need a proven way to overcome information overload. In this interactive workshop, keynote speaker Sunni Brown will help attendees:

	Tap into the power of visual thinking in communication, collaboration, + action
	Experiment with visual-thinking techniques to uncover new meaning from smg360 data
	Engage stakeholders with unique learning styles for more robust strategic input

It doesn’t matter how great your CX strategy is in theory if the front line doesn’t put it into practice. In this session, we’ll explore:

	Why program success hinges on field engagement
	Client-tested ways to navigate + resolve common hurdles
	How to monitor (and boost) engagement for your brand

It’s not just a survey—it’s a touchpoint. During one of our most popular sessions each year, we’ll help you make sure your survey is keeping pace with the industry by breaking down:

	Where the sweet spot is on survey length + where you can trim some fat
	Which invitation methods + survey platforms produce the best feedback
	How (and how often) to audit survey content to keep it fresh + relevant

Great data doesn’t matter if it doesn't deliver insight. Designed for power users with less than two years of SMG experience, this session will break down how you can use the smg360 reporting website and mobile app to:

	Track + improve key driver performance across your brand
	Get every level of your organization engaged with the program
	Go a click deeper with unique filters + external data integrations

We know feedback makes us better—which is why we want to hear from you about what’s working and what could use work. Sign up for this one-on-one session with SMG’s product team to:

	Get hands-on with web + mobile prototypes
	Provide feedback on existing products + features
	Have the chance to shape future SMG innovations

New channels. New touchpoints. New experiences. To succeed in a world gone omni, you need a CX strategy built to capture and improve all of it. In this session, we’ll explore:

	What an omniview approach entails + how it continues to evolve
	Why an omniCX™ strategy enhances program buy‑in + breaks down silos
	Which datasets matter most + how to integrate them into your CX program