With the advent of the channel-agnostic ‘omniconsumer’, customer journeys have become more difficult to track and customer behaviour harder to understand. At the same time consumers have growing expectations concerning their interactions with organisations. Businesses that fail to demonstrate understanding of their clientele and provide more personalised experiences, face the chop.
The good news is that there is a source of information that can help – the Voice of the Customer. However, customer experience practitioners, designing and implementing VoC programmes today are faced with unprecedented complexity. But those that can successfully manage this sophistication will have a significant advantage over their competitors.
So how do your customer experience efforts stack up? Watch this webinar to learn how you fare in comparison to others. During this webinar Lisa Garthside, Director, Customer Experience, Confirmit and Stefan Kolle, Member of the Board, Futurelab, discuss what they are seeing in the market place and help answer questions such as:
- How mature is the average VoC programme?
- How many of the new feedback sources are being utilised?
- How are companies overcoming common obstacles that VoC programmes are encountering?
- What future investments will drive VoC programme growth?