Wednesday, February 16
1 :00 PM - 1 :30 PM EST ( 30 mins )
In the accelerated reality of the “new now”, a successful listening strategy enables fast decision-making based on real customer experiences. Rather than responding to crises, CX practitioners can implement VoC to continuously and intentionally learn and adapt, throughout the customer journey.
In this discussion, experts will share specific strategies in data assessment, analysis and application from their successful customer listening programs. Be empowered to make pivotal decisions that meet your customers needs.
In this session, we'll discuss:
Understanding Personas: Gain a clear perspective on your primary customers to help guide them to their goals
Missing signals: obstacles to customer listening and how can we learn to avoid them
Reputation Experience Management (RXM): Consider tools that can make a difference to your online reputation
Coach, Keynote Speaker
author of Putting the "Customer" in Customer Experience
CMSWire / SMG
Director, Revenue Strategy and Analysis
Metropolitan Washington Airports Authority
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