(Use Google Chrome or Mozilla Firefox to secure your place)

Previous Sponsors

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

AI and Machine Learning

Analysing and responding to feedback efficiently with AI and ML

Sentiment Analysis

Identifying positive, negative and neutral opinions from text

Predictive Analysis

Analysing existing data to make predictions about future customer behaviour

2020 Agenda

16 February 2020

09:00ET
Understanding the Reasons Behind Customer Satisfaction Scores
 
10:00:ET
Why Large Organisations are Still using Customer Surveys as their Number 1 VoC Tool
 
11:00ET
Building Trust and Loyalty with Online Customer Reviews
 

17 February 2020

09:00ET
Keeping in Touch with Customers with AI Advanced Listening Tools
 
10:00:ET
Measuring the Return on Investment for VoC Tools
 
11:00ET
PANEL: Capturing the Ultimate VoC Strategy and Turning insights into Action

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

logo image logo image logo image logo image logo image logo image logo image logo image logo image logo image

stats image 1

1,500+

REGISTRANTS
CXN LIVE: FEEDBACK & SATISFACTION 2020

stats image 2

2,000+

REGISTRANTS
CXN LIVE: CONTACT CENTERS 2020

stats image 3

2,000+

REGISTRANTS
CXN LIVE:  DATA, INSIGHT & ANALYTICS 2020

stats image 4

1,500+

REGISTRANTS
CXN LIVE: DIGITAL CUSTOMER EXPERIENCE 2020

CX Network Online Events | How it works

image

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

image

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

image

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

image

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