Europe’s leading customer experience conference opts for ‘Rant and Rave’

The leading customer experience conference in Europe – European Customer Experience World (ECEW) – made a step-change in its engagement with delegates this year by using real-time customer feedback during its conference. Rapide’s ‘Rant and Rave’ solution was selected to demonstrate the potential of truly interactive real-time customer feedback to delegates from some of the world’s largest brands.

 

The fourth ECEW, organised by the Focus Group Limited, took place at the New Hilton Hotel at Heathrow on 22 and 23 May. It attracted over 200 international speakers and attendees from brands such as Lloyds Banking Group, Marks and Spencer, Orange, innocent, Oracle and British Gas.  Once again, it proved to be the ‘must attend’ customer experience event with delegates sharing and developing the very latest thinking and best practices for effective customer engagement. Keynote speakers such as the Black Farmer and Dave Carroll were amongst those addressing the audience of senior Customer Experience practitioners.

 

Delegates were introduced to the concept of focused real-time customer feedback by Gillian Joseph, presenter of Sky News Sunrise and Chair of the ECEW. They were encouraged to share – texting in their own words – thoughts and feelings about the conference with the multi-channel customer feedback solution known as Rant and Rave.

 

Delegates were asked to text their feedback to Rant and Rave using the feedback number ‘66099’ which they could do at any time during the conference. The messages were analysed in real-time by Rapide’s market leading Sentiment Engine and presented back to the conference organisers on a management dashboard highlighting actionable insight, successful elements and opportunities for improvement next time round.

 

Maggie Wheeler, Director of the Focus Group Ltd, commented: “The Rant and Rave solution from Rapide is so simple to use and enabled us to make improvements to the conference on the same day, for example we made the sessions more interactive in response to delegate feedback.

 

ECEW is all about improving customer experience and it gave our delegates an opportunity to experience innovative customer feedback technology first-hand. We will definitely be looking to incorporate Rant and Rave to improve future events.”

 

Yiannis Maos, Digital Marketing Manager at Rapide, commented: “Rapide was delighted to support ECEW with the market leading Rant and Rave customer feedback solution as we know real-time is the only time to effectively engage customers, gather feedback and actually do something about it.”

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