Maximizing Business Growth Through CX

In this session join Susana Esteban, HPE's CX Leader, as she shares the strategic significance of aligning Voice of the Customer (VoC) Programs with business growth. Gain invaluable insights into the critical link between VoC initiatives and expected business outcomes, as well as customer lifecycle experiences, to foster lasting loyalty and drive sustained business growth.

By the end of this session, you will learn:

  • VoC for Business Growth: Explore the Business Outcomes Framework and understand how VoC insights can directly impact business success.

  • Effective VoC Closed Loop: Discover the concept of Fusion Teams and how they facilitate effective closed-loop processes, ensuring customer feedback leads to actionable improvements.

  • VoC Transformation Journey: Navigate the Four Phases to Success in VoC transformation, from assessing the gap to developing the framework, gathering customer insights and scaling the program.


Susan Estabana
Senior Customer Experience Program Manager,
Hewlett Packard Enterprise