The next decade of customer feedback

Customer Feedback Management (CFM) technology has undergone a dramatic transformation over the past decade - from survey-driven models to always-on, omnichannel intelligence. Yet, despite these advances, customer expectations continue to outpace the programs designed to measure and meet them.

In this webinar, join Sprinklr CX expert, Valarie Grant, and guest speaker, Forrester senior analyst Colleen Fazio, as they explore how the emergence of new AI tools and shifting CX realities are reshaping feedback management and CX measurement programs.

We’ll discuss what new roles and skills CX leaders must embrace, what other macro forces are driving transformation beyond AI, and why traditional approaches to CX are struggling to keep up. Backed by fresh market research and commentary from industry experts, this session will provide a frank, future-facing conversation about where CX is headed and how leaders can prepare their teams for the decade ahead.

Sprinklr will conclude with a short demo of their Customer Feedback Management solution, giving you a firsthand look at how AI is transforming feedback management practices and enabling organizations to keep pace with shifting customer expectations.

Attendees will learn:

• How customer feedback management has evolved over the past decade
• How AI is reshaping feedback management and CX measurement programs
• What new roles and skills CX leaders need to embrace
  

Speakers

Colleen Fazio
Senior Analyst
Forrester

Colleen serves CX leaders. She focuses on helping customers build Voice of the Customer and CX measurement programs. Her research and analysis on customer feedback management (CFM) and related technology has been cited in The Wall Street Journal, Destination CRM, and 360 Magazine.

Valarie Grant
Senior Manager – Solutions Consultancy
Sprinklr

Valarie Grant is an accomplished leader in Solutions Consulting and Contact Center strategy with 15 years of experience helping Fortune 500 companies transform customer experience through analytics, AI, and building innovative voice of the customer programs.

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