Duration: 45 Minutes
Vera Bradley, a popular women’s retailer, is connecting the power of trending social media topics coupled with the deeper insights of CX Studio to validate business decisions. The insights from social media have influenced a range of company changes and improvements to help with continuous growth and expansion.
Watch this webinar with Vera Bradley to learn:
- The impact of customer feedback to product development enhancements
- How to increase executive team awareness and involvement
- The impact on customer satisfaction and retention
Director, Customer Experience, Vera Bradley
Susan Campbell is the Director of Customer Experience at Vera Bradley. In her role, Susan is responsible for the Contact Center and Voice of Customer Strategy, working to gain valuable insights from customers to provide faster resolutions, improvements to CX and improve brand loyalty. In the past 18-months, the Contact Center has implemented an integrated cloud-based telephony solution, workforce management solution, work remote program, advanced chat solution with shift-to chat features and SMS text messaging.