Tuesday, June 15, 2021
1 PM EDT | 10 AM PDT
Duration: 45 min
Companies continue to focus on driving CX transformation as a key differentiator. They are standing up CX organizations, launching enterprise CX Programs, and implementing VOC technology to listen, interpret, act and monitor customer feedback; however, Forrester found in a recent report that program maturity remains mostly low, even for programs in existence for over three years.
What’s more, most teams don’t prove the ROI of their program or tools, build their team with the right skillsets, or work to bridge organization silos. Consequently, buy-in is their number one challenge.
Join Clarabridge’s VP of Strategic Consulting, Koren Stucki, and guest speaker, Forrester Senior Analyst Faith Adams for an engaging discussion on how companies can address these challenges and mature their CX programs. They will discuss the below topics, share examples from other organizations, and offer tactics you can begin to utilize in your CX programs.
- Highlights from Forrester’s recently published The State Of CX Measurement And VoC Programs, 2020, implications for CX Leaders, and steps they can take to close the gaps.
- Best practices for leveraging CFM platforms like Clarabridge to go beyond surveys and ingest interaction and digital feedback to connect the VoC data dots, understand what’s driving effort, sentiment, and emotion, and to present a unified view of the customer experience.
- How CX Leaders can broker cross-functional collaboration that delivers enterprise value by driving consistent, deeper analysis of customer interactions and identifies the most impactful people, process, and technology improvement opportunities. For example, Contact Centers are a target rich environment for driving improvements that enhance CX, increase revenue, and reduce costs.
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. Most recently, she was the customer experience director in the insurance division of John Hancock, where she led the implementation of a customer experience measurement system. 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. Previously, Faith also worked as a lead customer experience analyst at Highmark (an independent licensee of BCBS) and in practice operations for a multidisciplinary medical group, where her primary focus was on patient experience.
Vice President, Strategic Consulting
Koren Stucki is Vice President, Strategic Consulting at Clarabridge. Koren has extensive experience in service innovation, customer experience and voice of the customer and employee having built several organizations and programs as a practitioner in Fortune 100 and start-up businesses and as a consultant to global companies and non-profit organizations. Koren has also held leadership positions over customer-centric organizations in Marketing, Product Management, Customer Management and Consulting.