Qualtrics is the technology platform that organizations use to collect, manage, and act on experience data, also called X-data™. The Qualtrics XM Platform™ is a system of action, used by teams, departments, and entire organizations to manage the four core experiences of b...
The CMO Asia (www.cmoasia.org) network is dedicated to high level knowledge exchange through Thought Leadership and Peer Networking opportunities amongst decision makers across industry segments from across Asia. CMO Asia is represented by members from...
Founded in 1997, the Customer Service Institute of Australia is the country’s leading independent customer service organisation. CSIA believes that great customer experience is fundamental to every business, and supports organisations and individuals with best-practice know-how, international recognit...
Are you a CX solution provider? We want to provide our attendees with new and innovative solutions that will solve real problems in CX automation. Does this sound like you? Get in touch with our Partnerships Director, Tilak Antony for more information.
Utilizing Customer Feedback to Enhance Customer Understanding, Optimize Touchpoints, Identify Friction Points and Drive Culture Change for Asia Pacific organizations
The pandemic has added a fresh impetus to Voice of the Customer (VoC) programs. Previously, they were shown to be a key driver of growth with businesses with best in-class VoC programs demonstrating 55% greater customer retention rates, a 23% decrease in year-over-year customer service costs and significantly higher employee engagement rates. Our own 2020 Global State of Customer Experience saw participants indicate that more budget and attention is going toward VoC in comparison to 2019.
Rather than basing decisions on internal bias and corporate gut feelings, brands should let the customers do the talking. Real-time visibility on voice of the customer data will be crucial to brands acting in a timely and relevant manner to overcome customer pain points and capitalize on new opportunities.
With that in mind, CXN Live: Voice of the Customer APAC will be focused on:
Tools and techniques for capturing feedback from multiple touch points including surveys, customer interviews, social media analysis and how to scale the voice of your customer across multiple teams using human insight
Leveraging analytics to identify trends and patterns
Sharing insights derived from the program to the relevant stakeholders, and using it to drive change within the organisation
4 Reasons to Attend
Hear the best case studies from across the globe
Access the content on demand and watch in your own time
For more information on how CX Network is uniquely placed to help you shape and deliver your message to a targeted audience contact us now! Tilak Antony Head of Online Sales, CX Network firstname.lastname@example.org
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