What's their CX ROI secret? How one brand generated a 10x ROI

Customer Feedback - Check! Insights - Check! ROI? Hmmm...

In this webinar, learn how one company implemented 84 CX improvements in 12 short months, generating a 10x ROI for their company.


This webinar will take place on:
2019-06-20
10:00 AM - 11:00 AM EST

Most VOC programs do a fine job of collecting customer feedback and deriving insight. But when not much happens after that, ROI can’t meet expectations. CX leaders become disillusioned and frustrated.

Let’s change that! With some simple tweaks to the way your team approaches analysis and action planning, you can quickly re-invigorate enthusiasm for VOC and deliver an impressive ROI to programs under-delivering on outcomes.

In this webinar, learn how one company implemented 84 CX improvements in 12 short months, generating a 10x ROI for their company.

Attend this webinar live to learn: 

  • Ways to leverage customer feedback more strategically
  • How to re-think roles to support real change and clear accountability
  • Methods to break CX teams from “analysis paralysis"
  • Ways to save VOC programs in danger of losing of stakeholder buy-in

Speakers

Kate Jones
Director, CX Consulting
Concentrix

As Director of CX Consulting, Kate Jones helps clients improve the customer experience and business outcomes by uncovering CX gaps, extracting insight from complex environments, and recommending steps for transformational change. Kate is a Forrester-certified CX Pro, and has over 20 years’ experience in data analytics, journey mapping, process design and business process optimization.

 

Jackie Potts
Director, VOC Strategy
Concentrix

As Director of VOC Strategy, Jackie Potts leads the vision and strategy of Concentrix VOC solutions to ensure clients continue to drive positive financial outcomes using customer feedback. She has over 10 years’ experience designing, implementing and supporting VOC programs for Fortune 500 companies