VOC & culture change: Cracking the code
Gina Massa, Concentrix's Sr. Director of CX Insights, will share tips for developing a culture that uses customer feedback to differentiate on experience.
When asked to explain “Customer Experience,” most employees talk about metric goals, scorecards and monthly incentives.
We can see from our own experiences that customer feedback isn’t embedded into the hearts and minds of many of the people who serve customers each day. So – how do we change that?
Contrary to popular belief, there are simple and achievable strategies to build groundswell and momentum for change at the front line.
Join Gina Massa, Sr. Director of CX Insights, to learn valuable tips for developing a culture that uses customer feedback to differentiate on experience.