Community as a CX Engine: Lucid’s Playbook for Scale & Success

Session Abstract

A thriving community can be more than just a support forum; it’s a strategic engagement hub that elevates customer experience, scales support, and delivers invaluable user insights. In this session, learn the exact strategies, practical tips, and specific tactics Lucid Software implemented to transform its community into a powerful, company-backed engine for customer engagement. Key takeaways include: how to position your community as a primary channel for peer support and product feedback, methods for extracting, analyzing, and disseminating deep user insights from your community to inform product development, and strategies for cross-functional partnerships to drive success for customers at every stage of their journey.