When
Monday, July 29, 2019
4:00 PM - 5:00 PM ET

Where
Online

Description
As CX Professionals, what type of VOC close-the-loop programs have you implemented? Join us to hear how other organizations (your fellow members!) are approaching their close-the-loop programs with lessons learned, and current best practices. To help us structure our agenda, please RSVP if you plan on sharing your approach and prepare a 5 minute slide that answers the 4 questions below:

• Who and how are you following up with on an individual basis (detractors, passives; phone, email, in-person)?
• Who is following-up with the customers (sales, leadership, CX)?
• How and at what granularity are you reporting the information (in your CX platform, CRM system; at account, segment, business level; CX scores as well as close-the-loop metrics)?
• What type of guidance or training do you give to those colleagues who are reaching out to customers?