Kansas City Network: Local Networking Event (Goes Virtual)

Companies are taking advantage of the wealth of customer feedback at their disposal to achieve their desired outcomes such as driving operational efficiencies/cost reduction, increasing revenue/loyalty, mitigating risk, and managing change. They are ingesting all types of customer feedback – surveys, interactions, and online feedback – and performing advanced analytics to uncover topics, intent, effort, emotion, sentiment and more. Most importantly, companies are evolving their VOC Programs to include more contextual insights from unstructured data sources like calls, emails, chat, agent notes, ratings and reviews, and social media for deeper insights that enable them to drive more transformative changes in their business.

In this webinar, you will hear:

• Approach for creating an omni-channel listening post strategy for an understanding of the full customer journey

• The evolution of Customer Experience and Voice of the Customer Programs including capturing and interpreting feedback, prioritizing improvement opportunities, and measuring outcomes

• How individuals can arm themselves with the right insights to drive stakeholder engagement and action across the business

Bio: Koren Stucki, Vice President of Strategic Consulting & Analyst Relations, Clarabridge

Koren has extensive experience in service innovation, customer experience and voice of the customer and employee. She has established several organizations and built Customer Experience Programs as a practitioner in Fortune 100 and start-up businesses and as a consultant to global companies and non-profit organizations. Koren has also held leadership positions over customer-centric organizations in Marketing, Product Management, Customer Management and Consulting. At Clarabridge, Koren leads Strategic Consulting and Analyst Relations where she focuses on helping clients take a programmatic, enterprise approach to driving continuous improvement while overseeing all Analyst-related activity and maintaining an active role as a thought-leader in the CX space.