Are you ready for some exciting news? Splunk Lantern has been nominated for not one, but two awards in the second annual CXOne Expert Customer Recognition Awards! We have been recognized in both the Expert and Innovation categories. Read on to find out more, and vote for us here!
Our nomination for the Expert Award recognizes our leadership in CXOne Expert site utilization. It acknowledges that our site is optimized to advance business goals and objectives, such as overall customer product satisfaction and adoption.
So why is Lantern in the running for this category? Well, Lantern’s content is designed to replicate the type of help a customer would get from a customer success manager, professional services, or other paid options that not all customers have. We crowdsource expertise from customer-facing Splunkers and partners, then capture their knowledge in our articles. Last year, we used a number of site features to assist us in crowdsourcing from over one hundred different contributors to create more prescriptive content experiences that guide less experienced Splunk users through specific stages of their customer journeys in security, observability, or specific industries, and to collaborate across the business on customer success campaigns that share Lantern content. A survey of 92 Splunk Lantern users conducted at the end of our last fiscal year indicates a 90.2% customer satisfaction rate with the content found on Splunk Lantern and our returning users increased 687% from the previous fiscal year. Watch this video to learn more.
Meanwhile, our nomination for the Innovation Award recognizes the features and functionality we have developed within our CXOne Expert site to further optimize its capabilities and the efficacy of its processes.
Team Lantern is a pretty small team, so it’s essential for us to be innovative and think outside the box to make a huge impact for our customers. In 2022, Lantern invested in site customizations that have brought a number of benefits to our users. The new fully Splunk-branded homepage features a constantly updated display of recently-published, high-value articles to keep repeat customers inspired and engaged with product possibilities. It also allows customers to quickly access articles that fit their use cases, as well as find content relevant to their stage of the customer journey. Furthermore, the homepage makes heavily trafficked content, such as the Splunk Success Framework, easily accessible.
Additional customizations, such as Splunk-styled buttons, provide a better navigation experience in long articles or articles that are part of prescriptive learning paths. The new left-navigation menu allows customers to scan a section for all articles, which might otherwise be buried several layers down. Finally, expanded use of classifications and author attributions give customers more ways to find the information they want, especially as it relates to a specific industry or expertise. Watch this video to learn more.
We are incredibly excited to have been nominated for both of these awards. We encourage you to check out our site, share it with your customers and prospects, and, of course, vote for us here! Please get your vote in before the 6th April, when voting ends. Thank you for your support!
— Kaye Chapman, Customer Journey Content Curator for Splunk Lantern
