360° CX: A Practical Approach to Holistic Customer Experience


Sarah Simon

Sarah Simon

Author Bio

With over 20 years’ experience in customer experience, Sarah’s passion lies in operationalizing the Voice of Customer to drive outstanding customer experiences. Her specialties include VoC architecture, developing linkages to business performance, reduction of customer defection and analyzing customer feedback to tell the customer’s story. Her expertise in VoC survey design has combined with omni-channel customer listening to structure sophisticated, customer-friendly VoC programs. 

Currently, she serves as VoC Consulting Director at Confirmit, where she combines her industry thought-leadership with customized needs-analysis to architect new feedback initiatives and corresponding customer experience strategies. She also runs diagnostics on existing programs to optimize structure and function to yield significant business insights from mature programs.


Valerie Peck

Valerie Peck

Author Bio

Valerie Peck's background and professional achievements in the marketing/customer strategy, customer experience and touch point execution have positioned her as a point person for many projects where it is critical to not only design strategy but to execute on it. She is equally comfortable in the board room and the contact center. In addition to consulting, Valerie has created a software platform called SuiteCX which enables companies and practitioners to aggregate various evidence and ethnographic elements such as voice of the customer, employee and company into a visual storytelling and process format to improve customer experiences, campaign effectiveness and strategic planning. ​

A 360 degree view of customers from a data perspective is great. But it's increasingly important to understand how your customers interact with you through the entire lifecycle.

To achieve this, you need a holistic view of your customers, company and employees at each and every interaction.

Customer journey maps tend to focus on digital channels where we can track behaviors relatively easily, but there are still many customer touchpoints that businesses fail to build into that map. What about offline, outbound and face to face interactions? It's a puzzle with lots of interacting parts!

Building a 360 degree customer view that incorporates every interaction enables you to develop a new level of analysis and action. And your organization will gain results that will represent both emotional and measurable insights. In this webinar, Confirmit's Sarah Simon and Valerie Peck of SuiteCX, talked about how businesses can achieve that holistic view.

Watch this engaging and interactive session to learn:

  • The components of mapping touchpoints and interactions within a bigger process, i.e. customer journey map with inputs, outputs and visualization
  • Pulling in Voice of the Customer, Voice of the Employee and business data from disparate sources and blending them together effectively
  • Best practice examples and tips to improving the customer experience
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