Megan Burns, VP, Principal Analyst, Forrester Research, Inc.
Stacey Nevel, Director of VoC Consulting, Confirmit
Airdate: August 2014
Every organization strives to acheive excellence in customer experience. Getting there, however, can be a challenging journey. Alongside Megan, Stacey shared best practices in overcoming the most common VoC program hurdles you're likely to encounter.
August 21, 2014
One of the most common mistakes organizations make when undertaking a new feedback program is rushing to design the ‘Survey.’
Terry Lawlor, EVP Product Management, Confirmit
Airdate: July 2014
Across your business, you are faced with ever-increasing volumes of free-form content. Whether this content is survey responses, call center records or social media data, extracting key insights is like panning for gold - there are little nuggets hidden in there amongst a vast amount of less valuable content.
Sean Conry, Senior Account Development Manager at Confirmit,
Steve Grant, President and CEO of Newmeasures, and
Dr. Leanne Buehler, Vice President of Consulting Solutions
Airdate: June 2014
Most organizations understand that there is an intrinsic value in developing employee engagement. However, many companies are finding that it is no longer sufficient to only measure an engagement score once every 1-3 years. In this time, the face of an entire organization can change. Without the ability to monitor how engagement is affecting key business outcomes on a continuous and personalized basis, Talent Strategy will always be one step behind.
Claire Sporton, Vice President, Customer Experience Management, Confirmit
Airdate: June 2014
Positive customer experiences are not just nice to have. They have a direct impact on the success of your business. Promoters of your organization spend around 50% more than detractors and are 20 times more likely to recommend your products or services to others.