CX Maturity Webinar Series Part 2: Best Practices for Multi-Channel VoC Success

In an ever-evolving Omni-channel world, organizations need to ensure the right channels are available for customers – making it easy for them to communicate and transact with your business. The right strategy will enable businesses to leverage these channels, to ask the right and relevant questions, and to bring all the data together in order to gain valuable insights.

Access to in-depth knowledge about your customers doesn’t happen overnight. It requires insight from all customer touchpoints and channels across your entire organization. It’s about knowing your customers inside and out so that you can create and deliver personalized experiences that will boost loyalty and advocacy towards your brand, differentiating you from your competition. 

With accurate insights from various channels, your business can then close the loop and combine quick wins and sustainable growth through data-driven business improvements.

In this webinar, Lisa Garthside, VoC Director, Confirmit and Stefan Kolle, Co-founder, Futurelab discussed how to:

  • Listen to the Voice of the Customer through multiple channels
  • Integrate that voice with existing data to generate powerful insights
  • Take action that will deliver real and measurable business change

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