CX Toolbox

Using a suite of VoC tools, CVS's digital department performs two critical functions: monitoring patient and customer experiences and providing actionable insights that improve customer satisfaction (CSAT). Robb Hoenick, Senior Director of Digital, will explain how it all comes together and share best practices (like don't skip the basics!) for running a truly holistic, closed-loop VoC program that benefits customers and the company. Robb will be joined by co-host Nancy Porte, VP of Global Customer Experience at Verint.