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ICMI's Contact Center Expo provides inspirational sessions that matter to you, with high-quality keynotes, 1-on-1 time with exhibitors, and multiple ways to connect with the contact center community.

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Session 104: A Voice of Customer Engine That Actually Moves

Nate Brown  (Co-Founder, CX Accelerator)

Location: Gardenia

Date: Wednesday, October 18

Time: 10:15 am - 11:15 am

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass - Get your pass now!

Track: Revolutionize the Experience, Maximize Productivity and Operations

Session Type: Session

Vault Recording: TBD

So much is changing today in the CX field, but perhaps no discipline as quickly and dramatically as Voice of Customer. Our customers are offering up feedback in such different ways and in such different places than they were even five years ago. Sadly, for most organizations, the "VoC Engine" (to use a Jeanne Bliss term) has become tremendously out-of-date. It's time for a series tune up!

As service leaders, there is almost nothing more important we can do for the business than effectively capture the customer's voice and drive meaningful change with it. This session will equip you with a new mentality and new tools when it comes to all things customer feedback. You'll learn:

  • How to modernize your VoC initiative to "listen where your customers are talking"
  • How to establish a centralized "VoC Engine" that is capable of accelerating CX transformation
  • How to create journey maps that are NOT a dead end...connecting employees to customers in exciting ways
  • Why community is critically important as a listening vehicle