It’s 2019 and many firms are still struggling to get to a holistic view of the customer experience – this is largely because they are focusing too much on surveys and not enough on unstructured, unsolicited feedback and other information that is already known about the customer. This is why selecting the right CFM vendor is critical to business success – it can help companies move beyond surveys and achieve a complete view of the experience – and get to insights that drive real action.In order to succeed CX and VoC professionals will need to transform their function from simply data-driven to being-insights driven. They’ll need to not only get signals from the customer data, but excel at transforming these signals into actionable insights, and tracking whether actions affect tangible business outcomes. Deriving actionable insights from unstructured data is especially challenging, but latest CFM vendor capabilities such as natural language understanding (NLU) are beginning to close CX/VOC analytics gap.
In this webinar with our guest speakers, Boris Evelson and Faith Adams, analysts at Forrester Research will share best practices to empower CX and VoC pros to:
- Overcome common VoC challenges
- Get to the real voice of the customer to drive action
- Know what to look for when selecting a CFM vendor with leading text analytics capability
- Understand the difference between rules and artificial intelligence (AI) / machine learning (ML) based text analytics
VP, Principal Analyst Serving Application Development & Delivery Professionals, Forrester Research
Boris serves the Application Development & Delivery role. He is a leading expert in business intelligence (BI) and delivers strategic guidance, helping enterprises define BI strategies, governance, and architectures and identify vendors and technologies that help them put information to use in business processes and end user experiences. Boris has more than 30 years of experience with enterprise software and applications implementation, management consulting, and strategic advisory skills.
Analyst Serving Customer Experience Professionals, Forrester Research
Faith Adams is an analyst at Forrester Research, serving Customer Experience Professionals. Her research focus areas include customer experience measurement and customer-centric culture. Prior to joining the research team, Faith spent nine years working in customer and patient experience. Leveraging the voice of the customer, she helped establish a different approach to building loyalty, increasing customer lifetime value and improving the bottom line while also assisting in the development of a more customer-centric culture.
Chief Product Officer, Clarabridge
Fabrice Martin is the Chief Product Officer at Clarabridge. Fabrice 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. Fabrice holds a Computer Engineering degree from ITESM CEM in Mexico and an MBA from Georgetown University.