How LV= meets constantly changing customer expectations




LV= interview about measuring VOC in an age of survey fatigue, making real-time insights actionable and predictions for the year ahead.

Rodney Assock is Operational Services Director at LV=. In this interview he answers the following questions:

  • What does your role at Operational Services Director at LV= entail?
  • There is a huge amount of chatter around AI and chatbots in the industry, but in reality how relevant are these developments within your role
  • Another big industry change is the measurement of the voice of the customer, especially as customers are entering the phase of survey fatigue. How do you measure VOC? Do you still use surveys?
  • How do you make real-time insights actionable within the business?
  • What has been the biggest customer experience challenge for you in the past year, and what key steps have you taken to overcome this challenge?
  • What is your prediction for the biggest new trend, change or development that will be impacting the customer experience and contact industry in 2018? And how are you preparing for this now?
  • What is the most overused buzzword in customer experience today, and why?
  • What is the most underrated tool, tech or software within the industry, and why?
  • Finally, what has been your biggest learning in 2017 that you can share as a piece of actionable advice with fellow CX leaders?


Rodney Assock’s prediction for 2018 is included in our annual Customer Experience predictions report. For more insight into the changes making waves in CX this year, with insights shared by senior leaders from Nissan, Thomas Cook, Hermes, and many more, download your complimentary copy of the full report by clicking the below banner!

CX predictions

LV= interview about measuring VOC in an age of survey fatigue, making real-time insights actionable and predictions for the year ahead.

Rodney Assock is Operational Services Director at LV=. In this interview he answers the following questions:

  • What does your role at Operational Services Director at LV= entail?
  • There is a huge amount of chatter around AI and chatbots in the industry, but in reality how relevant are these developments within your role
  • Another big industry change is the measurement of the voice of the customer, especially as customers are entering the phase of survey fatigue. How do you measure VOC? Do you still use surveys?
  • How do you make real-time insights actionable within the business?
  • What has been the biggest customer experience challenge for you in the past year, and what key steps have you taken to overcome this challenge?
  • What is your prediction for the biggest new trend, change or development that will be impacting the customer experience and contact industry in 2018? And how are you preparing for this now?
  • What is the most overused buzzword in customer experience today, and why?
  • What is the most underrated tool, tech or software within the industry, and why?
  • Finally, what has been your biggest learning in 2017 that you can share as a piece of actionable advice with fellow CX leaders?