Duration: 45 min
Companies are continuing to put emphasis on delivering the optimal customer experience and in doing so, they have created organizations focused on capturing, analyzing, and acting on the voice of the customer. In order for these organizations to be successful and to evolve their CX Programs in line with the company goals, they need to have the right skills, tools, and processes to bridge organization silos and drive continuous improvement with a return on investment.
Join Clarabridge’s VP of Strategic Consulting & Analyst Relations, Koren Stucki, to hear about best practices for driving CX Enterprise Transformation through the Voice of the Customer. Koren will cover the below topics, share proven frameworks, and offer tactics you can utilize to help mature your CX Programs.
- Building a holistic CX Program that has the key components and skillsets for the teams to be successful in leading the change management required for a customer-centric culture
- Best practices for leveraging VOC platforms 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 the customer experience and identifies the most impactful people, process, and technology improvement opportunities
Vice President, Strategic Consulting
& Analyst Relations
Koren leads Strategic Consulting at Clarabridge and helps clients take a programmatic, enterprise approach to drive continuous improvement. She has extensive experience in service innovation, customer experience, and voice of the customer and employee programs, having built organizations and programs as a practitioner in Fortune 100 and start-up businesses and as a consultant to companies across industries. Prior to joining Clarabridge, Koren held leadership positions in Customer Experience, Customer Management / Operations, Strategy, Marketing, and Consulting for Telecommunications and Customer Analytics companies.