WhenThursday, June 25, 20202:00 PM - 3:00 PM ETWhereOnline
Re-Thinking Digital Feedback Strategies for the New World
In 2019, digital transformation was the #1 goal of CEOs – but of the $1.3 trillion spent on it last year, it’s estimated $900 billion went to waste. Why did some efforts succeed and others fail? According to a recent Harvard Business Review article, most companies don’t design customer experiences from the “outside in.”
The world is different in 2020, and the stakes are too high for digital transformation reboots. Although customer feedback must be at the center of designing and evolving your digital strategies, requests for digital feedback are often intrusive, disjointed and semi-actionable at best – leaving many VOC programs shorthanded as they seek to capture the feedback needed to shape this level of strategy.
Join Concentrix as Jackie Potts, Director of VOC Strategy and Ellie Dubbs, VOC Consultant introduce a new framework for evolving your digital feedback strategies. You’ll learn the latest thinking on when, where and how to capture feedback that fuels digital innovation, elevates the customer experience and accelerates financial growth. Jackie Potts
Director of VOC Strategy
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.
Product Strategist, VOC Solutions
Ellie consults directly with clients to build industry-leading Voice of the Customer programs that are tailored to their unique needs. She is well versed in Concentrix’s best practices so clients can be sure they’ll receive maximum value from their VOC platform. Prior to joining Concentrix, Ellie worked in the advertising and digital marketing industry, and leverages that experience in her role.