Fizzback provided an instant feedback service at the Gartner Customer Relationship Management and Business Process Management Summits between September 8th and 12th in Washington DC.
Over a thousand delegates, themselves specialists in Customer Experience Management (CEM), were offered the opportunity to interact with the service. Delegates were invited to provide their top-of-mind thoughts on all elements of the conference, whilst in the midst of the experience, using both mobile email and SMS text. Many delegates shared their feedback and received an instant relevant and contextual response. The events team found the immediate notifications on areas to take action invaluable. Using the Fizzback service, Gartner was able to communicate and manage the delegate experience in real-time whilst tracking the overall mood of the event and analyzing comments by topic and sentiment, through a real-time dashboard.
Gartner’s Gareth Herschel takes delegates through the dashboard
In an innovative example of client-analyst co-creation, delegates used the real-time Fizzback service to share ideas and discuss concepts they found most interesting, allowing Gartner analysts to bake these into the same-day final keynote address. Even the winner of the CRM Excellence User’s Choice Award was selected based on delegate Fizzback received.
On delegate from the North American Retail sector commented: “The beauty of this system is its speed and simplicity. I sent some Fizzback asking about the availability of presentations and received a response seconds later which was very impressive. Our customer base is made up from a predominantly youthful demographic and they are increasingly using SMS text to communicate.”
Fizzback CEO Rob Keve states: “We’re delighted to have been involved in the Summits, helping Gartner create a world-class experience. Gartner demonstrated that conferences can become the focus of best practice customer experience management in the same way industry leaders manage their consumers. We look forward to working with such leaders for many years to come to provide real-time customer experience management services led by point-of-experience feedback.”
Nearly two-thirds of the delegates, predominantly a North American, chose use submit their Fizzback by SMS text with the remainder choosing to interact by mobile email. Moderators, speakers and subject-matter generated most positive feedback; sessions and comfort were the most frequent topics raised.
