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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:
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
Nick Macfarlane
VP, Customer Engagement
Sky Ticket
Lisa Kaufman
Voice of The Customer Director
WorldPay/FIS
Jay Callery
D2B Voice of Customer Specialist
Philips
Sam Phillips-Lord
Customer Experience Manager
BT
Jennifer McGinn
Sr. Director of Product Marketing
Informatica
Anthony Heckman
Head of Growth
unitQ
Mark Curtis
Head of Innovation and Thought Leadership
Accenture Interactive
2021 Agenda
Voice of the Customer
Tuesday 16th
9:00 am - 9:45 am
Measuring the Validity of VoC with Coverage & Response Rates at Philips
10:00 am - 10:45 am
Improve Product Experience by Streamlining Customer Feedback Data with VoC
Wednesday 17th
9:00 am - 9:45 am
Emirati Retail Company Drives Digital Transformation with Data, AI and CX
10:00 am - 10:45 am
UserTesting
11:00 am - 11:45 am
Best Kept Secrets from 35+ Years of VoC Management Experience
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:
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
1,500+
REGISTRANTS
CXN LIVE: FEEDBACK & SATISFACTION 2020
2,000+
REGISTRANTS
CXN LIVE: CONTACT CENTERS 2020
2,000+
REGISTRANTS
CXN LIVE: DATA, INSIGHT & ANALYTICS 2020
1,500+
REGISTRANTS
CXN LIVE: DIGITAL CUSTOMER EXPERIENCE 2020
CX Network Online Events | How it works
Step 1: Register
Click on any of the register buttons on this page. Enter your information and secure your place
Click on any of the register buttons on this page. Enter your information and secure your place
Step 3: Schedule time
Mark some time in your calendar when you can be free of distractions or watch with colleagues
Mark some time in your calendar when you can be free of distractions or watch with colleagues
Step 2: Confirmation email
This will be dispatched upon registration and will contain login information
This will be dispatched upon registration and will contain login information
Step 4: Watch the event
Click the link in the confirmation email and prepare questions for our industry-leading speakers
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
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
In Partnership With :
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