Action-Oriented VoC: The Path to Value


Claire Sporton

Claire Sporton

Author Bio

Claire has 20 years’ experience in customer service and customer experience developing and implementing customer experience programmes within the financial services sector. In the last 5 years she has been working as a consultant supporting a wide range of organisations in developing and implementing customer experience management programmes that not only drive improvement in experience but also deliver measurable business results. Claire’s focus at Confirmit is on ensuring our clients can deliver insights that drive change. Claire was instrumental in the development of Confirmit Voices, an engagement model which provides an end to end approach to the Voice of the Customer. Claire’s passion is to ensure that Confirmit’s clients’ programmes help to build a truly customer centric culture, breaking down the silos and empowering individuals across the organisation to do the right thing for their customers, their internal teams and of course the bottom line.


Author Bio

Just about every company listens to its customers in some way or another. But what differentiates successful organizations is their ability to act on what they hear.

In this on-demand webinar, Bruce Temkin, Managing Partner and Customer Experience Transformist, Temkin Group and Claire Sporton, VP, Customer Experience Management, Confirmit, discuss the key trends influencing customer insights today.

Bruce Temkin will look at how organizations can get considerable more value by retooling their voice of the customer (VoC) programs to be more action-oriented.

Claire will discuss best practices and showcase some examples of how organizations have been able to transform the Voice of the Customer into positive change and financial benefits. Through a mix of short-term tactics and strategic improvements, Claire will describe the path to a successful, action-driven VoC program that delivers tangible results across the organization.



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