CXPA Sponsored Webinar by Concentrix: Future-Proof Your VOC Program

CXPA Sponsored Webinar by Concentrix: Future-Proof Your VOC Program

When:  May 5, 2020 from 02:00 PM to 03:00 PM (ET)
When
Tuesday, May 5, 2020
2:00 PM - 3:00 PM ET

Where
Online

Future-Proof Your VOC Program
Without any doubt, times are changing. Are your VOC initiatives keeping up?

The CX impact of recent events is triggering many companies to re-evaluate their Voice of the Customer programs, as well as a myriad of other business processes. The pandemic crisis shed a bright light on the fact that most VOC programs aren’t poised for the future, whether in challenging times or in what will become our “new normal” as we move forward.

Companies are finding that:
  • Surveys-as-usual aren’t cutting it
  • Prescriptive insights are missing
  • Culture adoption must accelerate
  • Agile “action teams” need to stand at the ready

In this webinar, Jackie Potts, Director VOC Strategy for Concentrix and Stefanie Grubb, Consultant VOC Product Strategy for Concentrix will introduce a new four-part framework, designed to help CX leaders evolve their current programs into a future-proof business process. Join us to learn more about the framework, the real-life experiences that guided its development, and how to apply it to your future VOC strategies.


Jackie_Potts_photo_sq.jpgJackie Potts
Director, VOC Strategy
Concentrix

Jackie leads the vision and strategy of Concentrix Voice of the Customer solutions to ensure clients continue to drive positive financial outcomes using customer feedback. She has over 10 years’ experience designing, implementing and supporting VOC programs for Fortune 500 companies.



Stefanie_Grubb_photo_sq_updated.jpgStefanie Grubb
Consultant, VOC Product Strategy
Concentrix

Stefanie helps Fortune 500 organizations adopt and implement Voice of the Customer best practices. She has more than a decade of experience working on the partner side as a consultant, and on the client side running Customer Experience programs for AT&T and Paycor.


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