For the second consecutive year, Fizzback provided an instant feedback service at the Gartner Customer Relationship Management Summit.
This year’s event took place between the 16th and 17th of March in Central London, and was particularly well attended, with a 40% rise in delegates coming to hear keynote addresses from luminaries in the field of Customer Relationship Management. Delegates were offered a unique opportunity to share their opinions on all aspects of the conference as they occurred by using SMS text. Nearly all delegates exploited this opportunity and gave feedback, instantly receiving a relevant and contextual response.
As in previous years, the Fizzback service proved an invaluable asset to the Gartner events team, enabling them to communicate with delegates and manage their experiences in real-time. Fizzback also provided up the minute analysis on the overall mood of the event, by allowing the Gartner team to monitor comments by topic and sentiment through a real-time dashboard.
Fizzback also provided an innovative means for analysts to adapt the content of their presentations based on comments from the delegates. Delegates discussed concepts and shared ideas via the Fizzback system, providing an insightful view on what they found most relevant and interesting. Gartner analysts then incorporated these suggestions on the day into the final keynote address.
Fizzback CEO Rob Keve states: “We’re thrilled to be continuing our relationship with Gartner, helping to create a world-class experience for another year. Fizzback has long championed the idea that leading conferences should adopt best practice in customer experience management in exactly the same way that industry leaders do when managing consumer expectations. Gartner was an early advocate of this approach, using Fizzback to provide real-time customer experience management led by point-of-experience feedback. We look forward to working with such leaders for many years to come.” Fizzback was proud to be back at another Gartner’s summit, helping to improve the experience for analysts and delegates alike.
At this year’s conference, presentations, speakers and subject-matter generated most positive feedback; sessions and comfort were the most frequent topics raised.
About Fizzback
Fizzback helps brands to engage with their customers. The Fizzback™ service solicits instant customer comments at the point of experience using a number of feedback channels, and employs a unique artificial intelligence engine to understand the nature, sentiment and tone of responses. An interactive dashboard, including KPIs and verbatim customer feedback, helps senior management drive their business by voice-of-customer.
Fizzback™ is being used by leading companies such as Tesco and T-Mobile to innovate and differentiate themselves through a superior customer experience. In practical terms it is like being able to walk the shop floor 24/7, listening to what your customers are saying and acting upon their insights.
Headquartered in London, Fizzback is privately owned and backed by Advent Venture Partners and Nauta Capital.
Contact: 0845 067 1000
