A Voice of Customer Engine That Actually Moves
So much is changing today in the CX field, but perhaps no discipline as quickly and dramatically as Voice of Customer. Our customers are offering up feedback in such different ways and in such different places than they were even 5 years ago. Sadly, for most organizations, the "VoC Engine" (to use a Jeanne Bliss term) has become tremendously out-of-date. It's time for a series tune-up! As service leaders, there is almost nothing more important we can do for the business than effectively capture the customer's voice and drive meaningful change with it. This session will equip you with a new mentality and new tools when it comes to all things customer feedback!
You will learn:
How to modernize your VoC initiative to "listen where your customers are talking"
Establishing a centralized "VoC Engine" that is capable of accelerating CX transformation
Creating journey maps that are NOT a dead end...connecting employees to customers in exciting ways
The critical importance of community as a listening vehicle
Speaker: Nate Brown
Co-Founder of CX Accelerator, Sr. Director of CX - Arise
Nate Brown is a perpetual student of the world’s greatest experiences and the people who create them. After authoring The CX Primer, Brown was dubbed the “CX Influencer of the Year” by CloudCherry and a top global CX thought leader by several organizations. As a passion project, Nate created CX Accelerator, a first-class virtual community for Customer Experience professionals. Nate serves as the Senior Director of Customer Experience for Arise Virtual Solutions and can be found at a variety of conferences speaking and training on the CX topics he loves.