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Tuesday, February 28 • 1:30pm - 2:10pm
TRACK 3: When Should Customer Feedback Change Your Business Strategy

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Two featured presentations:

Diving Into the Qualitative Feedback
Natasha Bishop | Smartsheet
We took a different approach to NPS at Smartsheet. The true value of the survey is around the qualitative information we are receiving from our customers. NPS allows individuals users to raise their hand and be heard. Learn about the benefits of going beyond the number.

How the Power-User Feedback Loop Impacted our Business Strategy
Lisa Haubenstock | Everfi
EverFi delivers powerful data to over 1,000 Higher Ed institutions to help them reduce instances of sexual violence on campus. We'll train and survey over 4,000,000 college students in 2017, producing a substantial amount of data about the behaviors and attitudes of our nation's college students. Early on, it was clear that only our power users were fully maximizing the value of the data and we needed to lower the barrier to entry across our entire user base. By understanding usage behaviors of our power-users we were able both to teach our under optimized customers how to get more out of the platform and achieve higher completion rates AND we were able to inform future iterations of the platform to increase the number of power-users across our growing portfolio of university customers. 

avatar for Natasha Bishop

Natasha Bishop

Director of Customer Success, Smartsheet
avatar for Lisa Haubenstock

Lisa Haubenstock

VP, Partner Services and Customer Success, EverFi

Tuesday February 28, 2017 1:30pm - 2:10pm
Marriott Marquis 780 Mission St, San Francisco, CA 94103

Attendees (39)