CXPA Sponsored Webinar by Concentrix: The Top 5 Problems CX Leaders Will Face in 2021

When  
Tuesday, May 25, 2021
2:00 - 2:30 PM ET

Where
Online

The Top 5 Problems CX Leaders Will Face in 2021 – and How to Solve Them
CX leaders are under pressure to find solutions to issues that have plagued them for years. Too many obstacles – from VOC teams with insufficient skill sets, to disengaged C-suites, to uninspired strategies – continue to hinder forward progress. Where should CX leaders focus, and what can they do to overcome the most persistent problems, so they can deliver the results the business expects?

In this webinar, join John Georgesen, PhD, Concentrix VP of Global Analytics, and guest speaker Faith Adams, Forrester as they discuss the most pressing issues CX pros will face this year, guidance for aligning your VOC strategies for success and winning stories from innovative brand leaders who’ve put these ideas into action.
In this webinar, you will learn how to:

• Prove the financial impact of VOC programs
• Focus on measuring and acting on the issues that really matter to you and your customers
• Defy internal silos and gain executive buy-in


John Georgesen, Ph.D.
Vice President, Global Analytics
Concentrix

John Georgesen is the VP of Global Analytics at Concentrix. He and his team of analysts integrate data mining approaches with traditional marketing research and predictive modeling techniques, delivering insights and recommendations that drive tangible improvements for Concentrix clients. John has more than 20 years’ experience and is a recognized innovator in the CX management field.

Faith Adams
Senior Analyst
Forrester

Faith Adams is an analyst at Forrester Research, serving Customer Experience Professionals. Her research focus areas include CX measurement and customer-centric culture. Prior to joining Forrester, Faith spent nine years working in customer and patient experience.