NORTH AMERICA'S PREMIER INVITATION-ONLY MEETING FOR CX & CUSTOMER CONTACT LEADERS IN FINANCIAL SERVICES

October 14-15 2025 | Miami Marriott Biscayne Bay, Florida

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David Whitehead

VP Claim Customer Support The Hartford

As CX strategies evolve, organizations are shifting towards deeper behavioural

data analysis. While customer feedback remains valuable, financial institutions are

increasingly relying on passive listening- tracking customer actions rather than just

their words. This session explores the future of VoC and how to harness it to strengthen

customer relationships.

Moving from case-centric to customer-centric CX strategies through VoC insights
Understanding the shift from surveys to behavioural data in measuring customer sentiment
Balancing active and passive listening to create a more holistic customer view
Exploring emerging trends in VoC and what will shape the future standard

Check out the incredible speaker line-up to see who will be joining David.

Address: IQPC Ltd, 129 Wilton Road,
London SW1V 1JZ
Telephone: +44 (0) 207 368 9484
Fax: 44 (0) 207 368 9301
Email: exchangeinfo@iqpc.com