Duration: 45 mins
CX measurement and Voice of Customer (VoC) programs operate mostly at a low level of maturity, even for programs in existence for over three years. That’s the clear result of Forrester’s recent survey among program owners. It’s not surprising then, that CX leaders struggle to prove their value and the value of their program to the organization. With companies continually focusing on driving CX transformation to stand out from their competitors, proving ROI is everything.
Join Clarabridge’s VP of Strategic Consulting, Koren Stucki and guest speaker, Forrester’s VP & Principal Analyst, Maxie Schmidt-Subramanian for an engaging discussion on the key challenges for organizations and how to overcome them.
You can also expect to:
- Discover the highlights of Forrester’s survey of the state of CX measurement and VoC programs
- Learn how to orient CX measurement around customer journeys to bridge the gap between beacon metrics and touchpoint measurement
- Get insights on reducing survey dependency and leveraging interaction data from contact centers instead to gain faster, deeper, and more actionable insights
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.
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.