Khoros Engage 2019 was held in Austin, Texas from September 9-11, 2019.
Attendees from SAS included @IanAtJMP , @ChrisHemedinger , @thiago , and @Ryan_Gilmore .
List of companies that potentially have a community hosted by Khoros:
Breakout sessions attended:
- Measure the Impact of Your Community [Aslan Noghre-Kar (Change Healthcare), Mark Obee (Intuit), Miles Hipkin (BT && EE)]
- Starting Out on the Community Journey [Brian Oblinger (DataRobot), Traci Cappiello (Google), Jim Roth (Dell)]
- Planning for the Future & Growth of Your Community [Sandy Rivas (Microsoft), Jennifer Sanchez (Upwork), Richard Millington (Feverbee)]
- Michael Lawder, SVP Customer Care at Samsung (This was a keynote but found the message and direction of care interesting)
- Gamification: Turning Rewards and Recognition into Brand Engagement [Julien Durand Burgoyne (Videotron), Chris Hemedinger (SAS), Dani Weinstein (Domo)]
Conference Notes
The tone of the conference seemed to be focused on the customer experience. The industry has moved to a relationship economy. Brands are no longer competing just against their competitors. They are now competing against brands across all industries. Customers are more likely to trust their peers for information rather than the brand itself. Asynchronous messaging will be a key component of support/care rather than phone/chat (Samsung dropped live chat).
Richard Millington's thought was to focus on one aspect of the community and make it great, e.g. support deflection, then proceed to focus on other areas.
Different thoughts on customizations. Jim Roth suggests don't customize functionality and use "out of the box" components while Google was the opposite as they have lots of customization.
Having specialized areas of a community does not always work. Too specific and not enough conversation (Upwork). Start simple then branch if needed.
Research
What is the JMP customer experience and where/how does the community fit as part of that experience?
Do we have personas for JMP?
How can the community help with knowing the customer?
How can we take our understanding of the customer and build it into the community?
What one word do we want our customer to think of when we they think of JMP? Community?
Most communities are used in a support role. What would it mean if our community were to go beyond that?
Do we reward super users? How much time do super users spend on the community?
Content review. SEO improvements? How many boards have content and/or have been updated recently? How many boards do we have?
Ideas
Research psychology of viewing data.
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Potential short term focus for the community:
- Integrations with other systems
- Cleanup existing issues
- Build and solidify infrastructure to enable growth
- Determine customer experience for a member visiting community
