Event Description

CXPA Sponsored Webinar by Voxpopme: How Airbnb Used Voxpopme To Increase Customer Loyalty and ...

When: Dec 12, 2019 from 02:00 PM to 03:00 PM (ET)

When
Thursday, December 12, 2019
2:00 PM - 3:00 PM ET

Where
Online

How Airbnb Used Voxpopme To Increase Customer Loyalty and Improve The Employee Experience

In the Customer Experience world, one of the biggest challenges brands face is amplifying the voice of the customer and socializing in a way that really drives change. Companies today are inundated with data, scores, reports, and analysis about customers. What gets lost is the humanity and empathy for customers that allows key stakeholders to make decisions primarily based on the customer's owns stories.

Airbnb is breaking the mold on how the voice of the customer comes to life with video. Using Voxpopme’s VideoCX solution, Airbnb has made a conscious decision to push the boundaries of customer insight. Adding video allows Airbnb to amplify the customer's voice, ensuring the essential scores and data-points are illustrated by real human stories to really make an impact.

In this session, you'll hear how Airbnb is leveraging video in their CX program, and the impact it's had on their business so far. You'll also learn how you can get started with incorporating video feedback into your CX program to bring the customer voice to life.

Raj Sivasubramanian,CCXP
Customer Experience Insights Manager
Airbnb

Raj is a seasoned Customer Experience leader and CCXP with a diverse set of experiences as both a CX practitioner and a consultant. At Airbnb, Raj is focused on developing new approaches to capture and socialize the voice of the customer and to build processes that enable teams to act on customer feedback.

Prior to Airbnb, Raj was at Verint where he drove go to market strategy for CX consulting offerings and helped Verint’s clients optimize the business impact of their Voice of Customer programs. Prior to Verint, Raj was at eBay leading efforts to shift the NPS program’s focus from simply trending metrics to delivering actionable insights. Prior to eBay, Raj was a consultant advising clients on various aspects of developing customer insights capabilities.

Raj is a frequent conference speaker and advisor on the topic of customer-centricity, metrics, and customer feedback. Raj holds an MBA from the Haas School of Business at the University of California, Berkeley and a BS in Electrical Engineering from the Georgia Institute of Technology.

Dave Carruthers
CEO & Founder
Voxpopme

Dave Carruthers is an entrepreneur who specializes in high-growth tech businesses and also a video feedback evangelist with global ambitions for growth and adventure. As CEO at Voxpopme, he has redefined the possibilities of video for market research and customer experience feedback. Voxpopme provides an end-to-end software solution for video feedback, enabling brands to capture video feedback at speed, analyze it at scale, and share it with ease.

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