Join us at Dreamforce 2019

Discover the value of customer feedback with GetFeedback for Salesforce.

#BeACXpert

With GetFeedback for Salesforce, you can seamlessly connect customer touchpoints with customer feelings for a 360° view of the customer experience. Pull more context into your surveys and push feedback into Salesforce so you can take intelligent action and have more control of your business.

Stop by one of our booths to speak with a customer experience expert about how you can power your feedback program with what matters most—your customers.

Moscone South

Customer Success Expo

747 Howard St
San Francisco, CA 94103

Booth #1513

Moscone West

Trailhead Zone

800 Howard St
San Francisco, CA 94103

1st Floor

San Francisco Marriott Marquis

Service Lodge

780 Mission St
San Francisco, CA 94103

Golden Gate Ballroom

Get inspired and learn something new

Mark your calendars and register for one of our many Dreamforce sessions where you will learn key strategies to develop or improve your customer feedback program. Click on the titles below to learn more.

How to Deliver an Effortless Customer Experience with CES

Location: Marriott Marquis - Foothill E

Speakers: Aliza Marks, Head of Business Operations
Denya Beaudry, Sr. Customer Success Manager
Brett Frazer, Head of Customer Service at Sun Basket

Date & Time: Tuesday, 11/19 1:00 - 1:40 PM

Customers are seldom looking to be “wowed” by a business. Instead, they are looking for the easiest solution to get a problem solved. Customer Effort Score, or CES, is a key indicator of customer effort levels so you can understand where your service team needs to reduce friction. Mitigating customer effort not only improves the customer experience but also increases loyalty. Join this session to learn how you can automate CES surveys at critical touchpoints along the customer journey and explore ways you can harness powerful CES feedback to take intelligent action. We'll also be joined by Brett Frazer—Head of Customer Service at Sun Basket—to discuss how his team uses CES to not only improve the customer experience but also drive customer retention and growth.

Modernize Your Business Operations with Surveys for Salesforce

Location: Moscone West - Room 2009

Speakers: Shonnah Hughes, Global Product Growth and Innovation Evangelist
David Wallis, IT Manager at Cisco
David Blank, Salesforce Administrator at Lippert Components

Date & Time: Tuesday, 11/19 2:30 - 3:10 PM

Surveys are a powerful tool for creating a dialogue with customers and collecting feedback. But did you know they can be used for much more? Join this enlightening session to learn how surveys can be used beyond customer feedback to bolster your organization—including improved data hygiene, streamlined business operations, and smarter decisioning. You'll walk away with new and exciting ways to modernize your business with surveys.

Demystifying CX—Why Customer Feedback is the Key to Customer Loyalty

Location: Marriott Marquis - Foothill E

Speakers: Craig Shull, SVP of Partnerships & Alliances
Sateja Parulekar, Head of Product Marketing
Corrina Owens, Marketing & Demand Gen Manager at SpendHQ

Date & Time: Tuesday, 11/19 3:00 - 3:40 PM

The customer experience gap is real. In fact, 80% of CEOs think they deliver a great customer experience, but only 8% of their customers agree. This is a massive discrepancy that ultimately leads to customer churn and lost revenue. Join Craig Shull—SVP of Partnerships & Alliances at GetFeedback—in this eye-opening session to learn not only the value of a CX program but why it should be connected to Salesforce for maximum business impact.

How to Drive More Revenue with NPS, CSAT, and CES

Location: - Moscone South - Campground Theater 1

Speakers: Crystal Reitmeir, Product Marketing Manager
Denya Beaudry, Sr. Customer Success Manager

Date & Time: Wednesday, 11/20 10:00 - 10:20 AM

Customer feedback is critical for good business as it identifies strengths and blind spots in your customer experience. But simply collecting feedback isn’t enough. You must analyze feedback data and take meaningful action to drive change. In this session, we'll explore ways to quantify your feedback data and the different actions you can take that will not only improve customer relationships, but also drive revenue to positively impact your bottom line.

5 Simple Steps to a Successful Voice of the Customer (VoC) Program (1)

Location: - - Where: Golden Gate – Pinnacle Theater, Marriott Marquis - -

Speakers: Desiree Hanlon, Head of Customer Success
Katie O'Neil, Customer Success Manager

Date & Time: Wednesday, 11/20 1:30 - 1:50 pm

In 2019, focusing on the customer experience may be your single most important investment and a key differentiator in today’s competitive climate. But you can't improve the customer experience without listening to your customers. With a Voice of the Customer (VoC) program, you can collect critical feedback data and identify key opportunities for improvement. Join us to learn how to plan and launch a successful VoC Program that delivers real business impact. You'll walk away with a simple five-step process that gets results.

Power Einstein Prediction Builder with Customer Feedback Data

Location: Moscone West - Admin Theater

Speakers: Shonnah Hughes, Global Product Growth and Innovation Evangelist

Date & Time: Wednesday, 11/20 2:00 - 2:20 PM

Einstein Prediction Builder uses your CRM data to make thoughtful predictions about your business. Despite its many capabilities, Einstein Prediction Builder is only as smart as the data you provide. Join this session to learn how customer feedback data can power Einstein to help predict customer preferences and outcomes. These insights can be leveraged across all your business units—from Product to Marketing to Success—so your entire organization functions more efficiently.

How to Measure Customer Loyalty with Net Promoter Score in Salesforce

Location: Marriott Marquis - Foothill F

Speakers: Maggie Lin, Product Marketing Manager
Sateja Parulekar, Head of Product Marketing
Shivam Shah, Customer Success Operations at Vena Solutions

Date & Time: Wednesday, 11/20 3:30 - 4:10 PM

You can learn a lot about your customers by asking one question: “How likely are you to recommend us to a friend or colleague?” This is the standard Net Promoter Score (NPS) question and it is a key customer health metric that identifies brand advocates and at-risk accounts. When an NPS program is done right, it can deliver powerful insights about customer loyalty at key stages of the customer journey. But how do you execute an effective NPS Program? In this session, we’ll share best practices for NPS survey design and distribution, as well as how to integrate your NPS program with Salesforce. We'll also be joined by Shiam Shah—Customer Success Operations Specialist—to discuss how Vena Solutions uses NPS to power their CX program.

5 Simple Steps to a Successful Voice of the Customer (VoC) Program (2)

Location: Moscone South - Campground Theater 4

Speakers: Desiree Hanlon, Head of Customer Success
Katie O'Neil, Customer Success Manager

Date & Time: Thursday, 11/21 3:00 - 3:20 PM

In 2019, focusing on the customer experience may be your single most important investment and a key differentiator in today’s competitive climate. But you can't improve the customer experience without listening to your customers. With a Voice of the Customer (VoC) program, you can collect critical feedback data and identify key opportunities for improvement. Join us to learn how to plan and launch a successful VoC Program that delivers real business impact. You'll walk away with a simple five-step process that gets results.

Democratizing Customer Experience Data: Analytics at Scale

Location: Moscone South - Campground Theater 4 -

Speakers: Caitlin Fischetti, Director of Sales Engineering

Date & Time: Tuesday, 11/19 2:00 - 2:20 PM

Are you curious about the impact your customer experience program can make on your financials, product roadmap, and go-to-market strategy? Learn how to integrate the operational data that already exists in Salesforce with CSAT, NPS, and other feedback data to better inform decisions across your business. You will walk away with the foundation to develop a culture of customer centricity—starting with democratizing the customer data you collect and sharing it throughout your business—whether that is in Salesforce, Tableau, or another data visualization platform.

Sales Loves Marketing: Turn Leads into Customers with Powerful Customer Insights

Location: Moscone South - Campground Theater 1

Speakers: Wren Donofrio, Senior Sales Engineer

Date & Time: Tuesday, 11/19 4:30 - 4:50 PM

Is Sales and Marketing the rockiest relationship in the building? Not if both sides are aligned on customer needs and wants. Learn how SurveyMonkey's products can help your go-to-market teams paint a complete picture of both prospects and customers. We'll share how to gather the right insights throughout the entire customer journey, from lead to prospect to customer, so you can acquire, engage and retain lifelong customers. Expect tips to improve lead qualification, win/loss analysis, campaign personalization and more.

How Box Uses “Voice of Customer” to Deliver a Mind-Blowing Customer Experience

Location: Marriott Marquis - Foothill G1-G2

Speakers: Christine Rimer, VP of Product Marketing and VOC
Andrea Pasero, Customer Experience Manager at Box
Chase Zenger, Head of Customer Experience and Customer Advocacy at Box

Date & Time: Wednesday, 11/20 1:00 - 1:40 PM

Join us for an inside look at how Box has implemented a world class VOC program—from understanding the state of your current customer experience program to leading your organization through a customer experience transformation. In this session, Christine Rimer, VP of Product Marketing and Customer Advocacy at SurveyMonkey will be joined by Box CX leaders, Chase Zenger, Head of Customer Experience and Advocacy and Andrea Pasero, Customer Experience Manager.

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