CX Talks: How to measure the true voice of the customer (VoC) and build brands that stick

According to CX Network’s Global State of CX Report 2024, Voice of the Customer (VoC) was found to be a top-three investment priority for 21 percent of CX practitioner respondents, and overall, the sixth most important investment priority for 2024. Yet creating actionable insights from data was still found to be the one of the biggest challenges of the year.

During How to measure true Voice of Customer and build brands that stick, CX Network’s Georgina Wilczek will interview Michael Nevski, Head of Global Insights, Visa and Christie Fitzgerald, Americas Presales Director, Specialist Teams, Sprinklr, and discuss how to apply AI technology to surmount this lack of customer insight and overcome the challenge of measuring and interpreting VoC data to create more personalized and engaging interactions.

In this exclusive masterclass session, discover a solid VoC framework to identify, measure, build and action upon customer sentiment, and harness the power of real-time insights while avoiding common pitfalls along the way.

This session will cover:

• The traditional Voice of the Customer (VoC) approach and what it doesn’t capture
• Finding the disconnect: How to stack a customer journey against your contact center tech capabilities
• A framework for measuring true VoC (Completeness of context, Extracting sentiment, Predicting business outcomes, Feedback loop)
• How to map your VoC approach to your strategic business outcomes: customer loyalty, brand value management, revenue growth
  

Speaker

Michael Nevski
Director of Global Insights
Visa

Michael Nevski has been working in marketing, market research and client insights for global financial, consumer products, manufacturing, and data companies for over three decades. Presently, working directly with Visa's Chief Economist, Michael oversees all consumer research initiatives to support global economic team to add a layer of consumer research, strategy, and analysis to Visa economic output and forecasts. Guiding global research to provide cutting-edge insights into consumer spending and the payments industry to better inform business planning and management decisions and managing multiple research vendors including primary, secondary, syndicated, quantitative and qualitative research.

Christie Fitzgerald
Americas Presales Director, Specialist Teams
Sprinklr

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