CXPA Sponsored Webinar by Convergys: A Closed-Loop Ecosystem: The Missing Link for VOC

CXPA Sponsored Webinar by Convergys: A Closed-Loop Ecosystem: The Missing Link for VOC

When:  Jun 1, 2017 from 02:00 PM to 03:00 PM (ET)

When
June 1, 2017
2:00 PM - 3:00 PM EDT

Where
Online

A Closed-Loop Ecosystem: The Missing Link for VOC

Great CX doesn't happen by accident; it's driven by the efforts of tireless professionals. So what are these folks doing?
According to Temkin Group, 77% say voice of the customer (VOC) is one of their key responsibilities and this year, 78% will put more effort into customer insights and increase spending for VOC software and text analytics. But an HBR article noted that marketing decision-makers in the Fortune 100 use data just 11% of the time to make decisions that affect customers. And many still fall into the trap of believing all they need is a well-written survey and plug-and-play VOC software tool to truly transform CX.

Everyone has a role in making the voice of the customer (VOC) come to life, from leadership to the front line, yet most still struggle to operationalize against these insights to drive real CX improvements.

Join Bruce Temkin, Customer Experience Transformist, and Jackie Potts, VOC Product Manager at Convergys Analytics, on Thursday, June 1, 2017, at 2:00 PM EDT, as they discuss industry trends in CX maturity, best practices for operationalizing “inner” and “outer” loop strategies and how to deploy VOC to:

  - Create a culture of accountability and infectious enthusiasm
  - Learn 5 common mistakes and how to avoid them
  - Mitigate the risk of high-effort journeys and customer loss
  - Fix systemic, upstream process and channel issues
  - Elevate 'uncontrollable' issues to the right resources


About the Speakers:

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Bruce Temkin
Customer Experience Transformist
Bruce is widely viewed as a leading expert in how large organizations build differentiation with customer experience. He has worked with hundreds of large organizations on the business strategies, operational processes, organizational structures, leadership, and culture required to create and sustain superior customer relationships.

During his 12 years with Forrester Research, Bruce led the company's B2B, financial services, and customer experience practices. As a Vice President & Principal Analyst, he was the most-read analyst for 13 consecutive quarters and was one of the most highly demanded consultants and speakers in the industry. Bruce authored many of Forrester's most popular research reports, including "Experience-Based Differentiation" and "The Customer Experience Journey." He is also the creator of Forrester's "Voice of the Customer Award" and Forrester's "Customer Experience Index." Bruce led the creation and updating of many of Forrester's customer experience evaluation methodologies and training workshops.

After leaving Forrester, Bruce founded the Temkin Group, a research and consulting firm. As the Managing Partner, he consults for leading global companies, is a keynote speaker at top industry events, researches customer experience trends, and is the author of Customer Experience Matters – one of the most popular blogs on customer experience. He is also the creator of the "Temkin Experience Index" which rates the customer experience of 100+ large organizations.


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Jackie Potts
Voice of the Customer Product Manager
Convergys Analytics


Jackie Potts is the Voice of the Customer (VoC) Product Manager for Convergys Analytics. She is responsible for leading the vision and strategy of Convergys’ VoC solution to ensure clients continue to drive positive financial outcomes using customer feedback.

Jackie has over 10 years’ experience designing, implementing and supporting VoC programs for Fortune 500 companies. As an account manager, she held primary responsibility for selling and solutioning customer feedback programs. Earlier, she was with Medallia partnering with leading brands to design their strategies for operationalizing customer feedback. Jackie earned a Bachelor of Science in Marketing from Xavier University in Cincinnati, Ohio.



To register, please click here.

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