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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, social media analysis and how to scale the voice of your customer across multiple teams using human insight
- 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
Our Sponsors
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Medallia is the pioneer and market leader in Experience Management. Medallia’s award-winning SaaS platform, the Medallia Experience Cloud, leads the market in the understanding and management of experience for customers, employees and citizens. Medallia captures experience...
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Clarabridge helps the world’s leading brands take a data-driven, customer-focused approach to everything they do. Using AI-powered text and speech analytics, the Clarabridge experience management platform enables brands to extract actionable insights from every customer interaction in order to gro...
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Alida believes in a world where customers are the ultimate source of truth. A world where the best business decisions are those made with customers, not for them. That's why Alida created the world's first CXM & Insights Platform to turn customer truth into action. Customer-obsessed brands choose Alid...
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Informatica is 100% focused on data because the world runs on data. Organisations around the world rely on Informatica to realize their information potential and drive top business imperatives. The Informatica Platform is an intelligent data platform, which includes data integration, data quality, mas...
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Reputation has changed the way companies improve their customer experience (CX) through customer feedback. Our platform translates vast amounts of solicited and unsolicited feedback data into insights that companies use to learn from and grow – including CX, Operations, and much more. We refer to this...
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
Mark Curtis
Head of Innovation and Thought Leadership
Accenture Interactive
Jennifer McGinn
Sr. Director of Product Marketing
Informatica
Jordan Golinkoff
Senior Manager Quality of Service
SiriusXM / Pandora
Anthony Heckman
Head of Growth
unitQ
Janelle Estes
Chief Insights Officer
UserTesting
Andrew Dykes
Design Lead
Tesco Bank
Corjan te Pas
Customer Experience Specialist
Kramp
Daniela Cicoria
Senior, Customer Success Manager
Alida
Michael Chang
Solution Engineering
Reputation
Molly Blanco
Head of Customer & Digital Advertising
Reputation
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
10:00ET
How Kramp has Utilized their VoC Programme to Enable Customer Centric Growth
Corjan te Pas, Customer Experience Specialist at Kramp
Daniela Cicoria, Senior, Customer Success Manager at Alida
11:00ET
How Kramp has Utilized their VoC Programme to Enable Customer Centric Growth
Corjan te Pas, Customer Experience Specialist at Kramp
Daniela Cicoria, Senior, Customer Success Manager at Alida
11:00ET
Pandora Improves Product Experience by Streamlining Customer Feedback Data with VoC
Anthony Heckman, Head of Growth, unitQ
Jordan Golinkoff, Senior Manager Quality of Service, SiriusXM / Pandora
Jordan Golinkoff, Senior Manager Quality of Service, SiriusXM / Pandora
12:00ET
How Tesco Bank Builds Customer Centric Products with UserTesting
Janelle Estes, Chief Insights Officer, UserTesting
Andrew Dykes, Design Lead, Tesco Bank
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
10:00ET
How to Win Customer Loyalty through Feedback and Action
Michael Chang, Solution Engineering, Reputation
Molly Blanco, Head of Customer & Digital Advertising, Reputation
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 Live is 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
CX Network Live | Who attends our online events
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
Get involved with CX Network Live
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 Live
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
CX Network Live | 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
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