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The Voice of Customer Engine Tune Up

Monday Oct 30, 12:00 PM – 1:00 PM EDT — RECORDING



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 Sadly, for most organizations, the "VoC Engine" has become tremendously out-of-date. It's time for a serious 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"
  • Connect your employees to the customer in exciting new ways
  • Helping the organization to establish a centralized "VoC Engine" that is capable of accelerating CX transformation
  • The critical importance of community as a listening vehicle

Presenter:

Nate Brown, Co-Founder of CX Accelerator

CX Accelerator.Nate-Brown Nate Brown, Co-Founder of CX Accelerator

Nate Brown is the Co-founder of CX Accelerator, a virtual community for experience professionals. While Customer Service is his primary expertise, Nate is able to leverage experience in professional services, marketing, and sales to connect dots and solve the big problems. From authoring and leading a Customer Experience program, to journey mapping, to building and managing a complex contact center, Nate is always learning new things and sharing with the community.