We laughed. We learned. And “Successful Conversations” were had during NewVoiceMedia’s inaugural CloudFest for Service event on June 15. Presented in the format of a fiction television talk show, some of our favorite thought leaders shared informative and inspiring insights on all things customer service. Check out some of the highlights and key takeaways.

1. Things we
learned and loved
at CloudFest
By Allison Wilson

2. We laughed. We learned.
And “Successful Conversations” were had during
NewVoiceMedia’s inaugural CloudFest for
Service event on June 15.
And “Successful Conversations” were had during
NewVoiceMedia’s inaugural CloudFest for
Service event on June 15.
Presented in the format of a fiction television
talk show, some of our favorite thought leaders
shared informative and inspiring insights on all
things customer service.

3. Check out some of
the highlights and key
takeaways.

4. Dr. Vivek from the global comedy troop
Speechless Live hosted our live taping of
“Successful Conversations,” adding some
interactive improvisation and humor to our
lively panel discussions.

5. Speechless Live has
been performing for
sold out crowds around
the world since 2013,
and the team uses
techniques informed by
their backgrounds in
stand-up comedy,
television production
and video game
development to train
some of the biggest
companies in the world
in public speaking.

6. Keynote speaker Allison
Pickens Chief Customer
Officer at Gainsight
• Pickens explained why customer
success is not a fluffy goal, and
why it’s important for businesses
to take responsibility for customer
outcomes.
• Gainsight is not only the leading
customer success software
platform, they’ve also built a
reputation on their customer
success expertise.

7. Pickens told the audience, “A successful
customer generates three new leads — a
renewal event, an expansion event, and a new
logo [meaning the customer will advocate on
your behalf]. Successful customers help us close
the loop on customer acquisition.”

8. Anna Khan, investor at
Bessemer Venture Partners;
and Scott Kirk, vice president
at Technology Crossover
Ventures, led an informative
discussion about the return on
investment on customer
success from a venture
capitalist perspective.

9. Among the many
reasons the quality of
your customer service
is important to VCs is
that it increases your
customer retention
rate and is a key
competitive
differentiator.

10. What to pack on
your customer
journey
Jessica Dimino, Salesforce
administrator at WebPT, and Jeff
Farr, vice president of business
strategy at Grand Pacific Resorts
shared some great stories about how
they are using technology to engage
with customers throughout their
entire journey and personalize each
experience.

11. Both agreed that using customer
data to power engagement has
been transformative for their
business.

12. After the taping wrapped, CloudFest
attendees enjoyed a reception with
delicious snacks and beverages
provided by Wine & Wall at One
Market.

13. It was great to
unwind, discuss our
favorite moments of
the day, and demo
our cloud contact
center solution for
enhancing customer
service.

14. Thank you to
everyone who
attended CloudFest!

15. May all your
conversations be
successful
conversations.

16. We’ll see you next year!