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Utilizing Customer Feedback to Enhance Customer Understanding, Optimize Key Touchpoints, Identify Friction Points and Drive Culture Change    

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 will be focused on:

  • Tools and techniques for capturing feedback from multiple touch points including surveys, customer interviews and social media analysis
  • 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
  • Assess the latest technological innovations 
  • It is 100% free to attend

Featured Speakers

2021 Agenda


16 February 2021
09:00ET
Measuring the Validity of VoC with Coverage & Response Rates at Philips
Jay Callery, D2B Voice of the Customer Specialist, Philips  

11:00ET 
Improving Product Experience by Streamlining Customer Feedback Data with VoC
Anthony Heckman, Head of Growth, unitQ


17 February 2021
09:00ET
Emirati Retail Company Drives Digital Transformation with Data, AI and CX
Jennifer McGinn, Sr. Director of Product Marketing, Informatica
Mark Curtis, Head of Innovation and Thought Leadership, Accenture Interactive

 11:00ET 
Best Kept Secrets from 35+ Years of VoC Management Experience
Lisa Kaufman, Voice of The Customer Director, WorldPay/FIS
Nick Macfarlane, VP, Customer Engagement, Sky Ticket
Sam Phillips-Lord, Customer Experience Manager, BT

Who should attend?

CX Network events are designed to offer insight and inspiration to
senior CX decision makers including heads of:

Customer Success

Customer Satisfaction

Customer Strategy

Voice of the Customer

Customer Experience

Customer Research 

Customer Loyalty

Market Research

Who Attends The Event

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1,500+

REGISTRANTS
CXN LIVE: FEEDBACK & SATISFACTION 2020

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2,000+

REGISTRANTS
CXN LIVE: CONTACT CENTERS 2020

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2,000+

REGISTRANTS
CXN LIVE:  DATA, INSIGHT & ANALYTICS 2020

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1,500+

REGISTRANTS
CXN LIVE: DIGITAL CUSTOMER EXPERIENCE 2020

CX Network Online Events | How it works

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Step 1: Register
Click on any of the register buttons on this page. Enter your information and secure your place

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Step 3: Schedule time
Mark some time in your calendar when you can be free of distractions or watch with colleagues

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Step 2: Confirmation email
This will be dispatched upon registration and will contain login information

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Step 4: Watch the event
Click the link in the confirmation email and prepare questions for our industry-leading speakers

Get involved with CX Network 

                        

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!

John Kearns

Head of Online Sales
CX Network

john.kearns@iqpc.com