Calgary Network: The Real Value in Voice of the Customer

Calgary Network: The Real Value in Voice of the Customer

When:  Sep 25, 2019 from 5:00 PM to 7:00 PM (MT)
When
Wednesday, September 25, 2019
5:00 PM - 7:00 PM

Where
Stone-Olafson
805 10 Ave SW
Suite 500
Calgary, AB T2R 0B4

Description
CXPA Calgary Network is proud to host their Fall Customer Experience event for customer experience practitioners, marketing professionals, or anyone with an interest in understanding what customer experience (CX) is and why they should care about it. The event will be a panel discussion followed by a Q&A with participants from both the agency side and client side.

5:00pm - Arrival / Networking (light refreshments served)
5:30pm - Panel Starts
6:30pm - Networking
7:00 pm - Close

According to an article by Harvard Business Review, only 11% of customer impacting decisions are backed with data insights. A fact which suggests that the majority of decisions are based on guesswork or, at best, intuition. For some organizations this intuition is driven by real closeness to the customer, but for the majority it is based on what people think the customer wants and, in today’s rapidly changing consumer world, that is a dangerous place to be.

  • What do customers need, want and value?
  • How can they be served better?
  • How can insight be harnessed to achieve a superior competitive position?

These are some of the questions we hear companies grappling with which can be answered with an effective Voice of Customer program.

The best meaningful definition for VoC is: a system/process for collecting customer feedback across multiple touchpoints then putting that feedback in the hands of decision makers to drive continuous improvements to your product or service. In this event we will explore the real value in the VOC programs, Transforming the Voice of Customer: Turning insights into Action. Going beyond just simple customer feedback.

Speakers:

  • Kristine Neil, Partner, Stone-Olafson
  • Kelly Steward, Leader, Marketing, Fly Swoop
  • Heather Ilsley, Vice-President Client Services, Vovia
  • Umer Asif, Global CX Innovation Manager, Shell

Thank you to our local event sponsor!

Location

Stone-Olafson
805 10 Ave SW
Suite 500
Calgary, AB T2R 0B4
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