June 7, 2019
Stay in the Know
Our annual SNUG (Select Noble Users Group) conference brings together top voices in customer experience with contact center managers, platform administrators, and others looking to learn what’s new in CX technology and share ideas.
For industry analysts, one of the key points of the SNUG experience is to get an impression of our company and products, and most importantly, how we help customers improve processes and performance. Paul Stockford, Chief Analyst at Saddletree Research, attended SNUG for the first time in 2019.
The event was held in Clearwater Beach, Florida, from April 24-26. He recently wrote about several aspects of his visit, including interactions with Noble users and other attendees, lessons learned in keynote and lock note addresses, and how the event’s beachside location was used in tandem with educational sessions to balance fun and learning.
Noble’s outbound contact center and collections roots led Paul to believe that most of the conference sessions would focus on those topics. He was pleasantly surprised to find a wealth of attention given to omnichannel communications, inbound customer service, analytics, workforce engagement – in addition to outbound and collections content – in the product roadmap, expert panels, and breakout sessions.
One of Paul’s favorite topics to write about is gamification – he has an extensive catalog of published analysis on the technology. Gamification’s growing importance to the contact center industry was emphasized in the results of Saddletree Research’s 2019 survey of end-users, with over 30% of the North American contact center market planning to evaluate gamification for purchase in 2019, and nearly 10% have already implemented the technology. So naturally, he was delighted by the event’s heavy focus on gamification, coaching, and learning management.
Paul Stockford’s experience is exactly what we strive to deliver at SNUG – providing a high volume of first-class content on technology trends and industry best practices, igniting ideas and exceeding expectations. Read more of Paul’s thoughts on SNUG 2019 here.