Sahil Shetty, Senior Business Intelligence Analyst at Lowe’s, is a recognized leader in customer experience (CX) and data analytics. With a strong track record of leveraging big data to optimize customer journeys, Sahil has played a pivotal role in shaping Lowe’s data-driven CX strategy. His efforts have resulted in significant improvements in operational efficiency, customer retention, and satisfaction across both in-store and online channels. Beyond his work at Lowe’s, Sahil is a prolific thought leader, regularly contributing to top industry publications and speaking at major CX conferences. His articles on the intersection of data analytics and CX have been widely recognized, and he has been cited by business leaders and professionals across various industries.
CX Network’s Global State of CX 2024 research found that creating actionable insights from data and building a customer-first culture were top 5 challenges facing CX practitioners. A robust VOC program can go some of the way to alleviating this challenge, but how? Collecting, analyzing, responding to and acting on feedback (or Closing the Loop) en masse can pose significant challenges.
At the end of the first day of All Access: VOC, join us for a closed-door, interactive, cameras-and-mics-on virtual roundtable as we explore these challenges in depth with fellow attendees. We will be joined by series speaker, Sahil Shetty, Senior Business Intelligence Analyst at Lowe’s, who will join the discussion to share insights and practical strategies to overcome these obstacles.
This 30-minute session will delve into the common pitfalls businesses face when dealing with customer feedback at scale and explore innovative solutions to address them. By the end of this discussion, you will be equipped with actionable tips and best practices to turn customer insights into impactful actions. Don't miss this opportunity to elevate your approach to customer feedback and drive your business forward.
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By embracing customer feedback from diverse channels, Lowe’s has developed a comprehensive and strategic approach to VOC based on empathy and action. Drawing on insights from surveys, contact centre complaints, in-store feedback and social media, Lowe’s ensures a 360-degree view of customers that drives meaningful outcomes for customers and employees alike.
In this session, Sahil Shetty, Senior Business Intelligence Analyst at Lowe’s, will share insights into how Lowe’s integrates feedback from diverse customer touchpoints – including surveys, social media, and contact center interactions – to create a comprehensive voice of customer (VOC) strategy. By using a tech-forward approach to analyze customer sentiment at scale and embracing empathy in every interaction, Lowe’s ensures a 360-degree understanding of its customers. Sahil will discuss the challenges of managing feedback across multiple channels and will highlight how actionable insights drive meaningful outcomes for both customers and employees. We will explore how his approach has led to a stronger connection between in-store employees and customers, fostering a more personalized and effective shopping experience.
Attendees will learn: