Duration: 45 Minutes
Over the last few years, the means of capturing customer feedback data has rapidly evolved. Surveys have proven time and time again that they should be a thing of the past, yet there are still those who are hesitant to move beyond them. In this webinar, we will debunk the five most common myths, discovered amongst both Forrester research and Clarabridge’s extensive experience with clients, that prevent people from being successful in moving beyond surveys and the possible consequences of not adapting and growing with how your customers want to provide feedback.
Watch this on-demand webinar to hear from Maxie Schmidt-Subramanian, a Principal Analyst at Forrester Research, and Fabrice Martin, Chief Product Officer at Clarabridge, while they discuss:
- Why surveys only skim the surface in providing adequate customer feedback & insights
- The most common myths that prevent firms from moving beyond surveys
- How to educate internal stakeholders to overcome the obstacle of a survey only mindset
- How to extract valuable insights from customer interactions and social media using the right tools
Principal Analyst, Forrester Research
Maxie Schmidt is a principal analyst serving customer experience (CX) professionals. She leads Forrester’s research on CX measurement programs. In that role, Maxie creates thought leadership and advises clients on how to build an effective CX measurement program, but also on how companies can (and should) innovate CX measurement practices beyond surveys.
Chief Product Officer, Clarabridge
Fabrice Martin is the Chief Product Officer at Clarabridge. He brings 20 years of experience in entrepreneurship, product management, marketing, and enterprise software sales, with specific domain expertise in SaaS/PaaS, data visualization/discovery, Business Intelligence, and analytics for marketing and contact center operations. He has previously held positions at MicroStrategy, MSIGHTS, and Witness Systems.