Upgrading Enterprise CX from Reactive to Predictive
With mounting pressure on CS and CX leaders to demonstrate revenue impact, many are asking: How do we stop reacting to churn and start predicting it?
Facilitated by Keith Wagner, and featuring Vikas Sharma, Sr. Director of Digital CX at Emburse and Kelly Causey, VP of Customer Success & Services at Emburse, this peer discussion will explore what it actually takes to shift a CX operation from reactive firefighting to predictive, data-driven action.
Vikas has led the charge at Emburse to build a health scoring and customer segmentation engine from the ground up, combining CRM data with product usage signals to surface at-risk accounts before renewals are in jeopardy, and trigger the right save plays at the right time.
This event will start strategic and then go tactical. Vikas will get into the weeds, walking through the actual frameworks, the specific logic behind health scores and segmentation, and the step-by-step mechanics of how a save play gets triggered and executed. If you've heard the "reactive to predictive" concept before but wondered what it actually looks like in practice, this session is built for you.
Together, we'll explore how CX leaders are:
Building a "data to insights to action" framework that actually drives outcomes
Combining CRM and product usage data to generate meaningful health scores
Using customer segmentation to trigger the right programs for the right accounts
Operationalizing save plays for at-risk accounts ahead of renewal windows
Scaling these capabilities in a platform-agnostic way
This is a candid walkthrough of how one team built predictive intelligence into their operation, and a conversation about how you can do the same. Bring your questions, your data headaches, and your lessons learned.