Jen Hobbs

previously, Digital Experience & Development Director The AA

Day Two

12:30 PM DISCUSSION & Q&A SESSION - Beyond Surveys: The Next Evolution of Voice of the Customer in Financial Services

The way financial institutions measure and act on customer sentiment is rapidly evolving. Traditional VoC programs have long relied on surveys and direct feedback, but leading organisations are now embracing predictive analytics, AIdriven sentiment tracking, and real-time customer signals to gain a more dynamic and actionable understanding of their customers. This session explores how CX leaders can modernise their VoC approach to not just listen, but anticipate, adapt, and drive business impact.

• Moving beyond traditional feedback loops to predictive and prescriptive VoC insights

• Redefining success metrics - what should CX leaders track beyond NPS and CSAT?

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

Download The Latest Agenda

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