Companies are continuing to put emphasis on delivering the optimal customer experience and in doing so, they must focus on capturing, analyzing and acting on the voice of the customer. In this session, discover best practices for driving CX Enterprise Transformation through the VoC, including proven frameworks and tactics to mature your CX Programs such as: 

• Leading the change management required for a customer-centric culture
• Best practices to understand what’s driving effort, sentiment, and emotion, and to present a unified view of the customer experience
• Driving consistent & deeper analysis of CX to identify the most impactful opportunities for improvement