Gaining customer insights from around the world is a challenge. Making those insights immediately accessible and actionable in an information-driven world makes the leader of any customer experience program a hero. On September 25 at the 2014 Confirmit Community Conference (CCC) in San Francisco, Lisa Nakano, director of global customer experience, Equinix Inc., will explain how her team did just that. Her revenue and retention team at Equinix, the global interconnection and data center provider, used Confirmit’s technology to identify an at-risk customer, rectify the situation, and not only saved the account, but secured a new five-year contract.
Nakano will present how her team has unsurpassed visibility into its customer base - more than 4,500 - with Confirmit’s technology, and demonstrate how that knowledge has impacted company success and growth. In the most dramatic example, its closed-loop alerting system enabled Nakano’s team to take immediate action and resolve a customer’s pains.
Community Conference: Shining a Light on the Customer Heroes
Under the theme “Be a Hero,” CCC’14 San Francisco will bring together industry experts, as well as Voice of the Customer (VoC) and Market Research (MR) leaders, to inspire new thinking and generate innovative ideas to boost the success of Customer Experience, Employee Engagement and MR programs around the world. Nakano will be joined by executives and thought leaders from AIG, NetApp, Siemens Building Technologies, Sony Mobile Communications, Forrester Research, Inc., and Research Now to share insights on the latest trends in VoC and MR.
“Our customers do an amazing job every day to better understand their customers and drive positive change within their organization,” said Henning Hansen, President and CEO, Confirmit. “Equinix offers a great example of how Confirmit helps its clients leverage customer feedback to drive business and improve the customer experience. We know Lisa’s story will inspire many other Confirmit Community Conference attendees and we’re excited to hear more about the learnings and insights she’ll be sharing in San Francisco next month.”
“I can speak for the entire Equinix team when I say that we’re a very customer-focused organization, it’s part of our culture,” said Lisa Nakano, director of global customer experience, Equinix. “Our employees want to do the right thing and help our customers create seamless global business experiences, and Confirmit helps us to that.”
CCC’14 San Francisco is the culmination of Confirmit’s 2014 global roadshow, which also traveled to Orlando, Oslo, Norway; and London, UK.
For more information, please view Equinix’s Voice of the Customer case study.