Looking to the Future – What's Next for CX?


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.


Sam Stern

Sam Stern

Author Bio

Sam is a senior analyst in Forrester's customer experience research practice. His research topics include customer-centric culture, employee engagement in delivering better customer experiences, and how to deploy different research techniques to create better experiences. Prior to joining the research team, Sam launched and managed Forrester's Customer Experience Council and Customer Experience Executive Program, which are peer networks for customer experience executives. In his role, Sam and his team supported more than 170 chief customer officers and other customer experience executives at large companies in North America and Europe, partnering with them to help them drive customer experience transformations at their respective companies.

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"I look to the future because that’s where I’m going to spend the rest of my life”  -  George Burns

Customer experience has hit the mainstream and with 2017 just around the corner, it’s time to start thinking about what the next developments will be for CX professionals. While the Voice of the Customer delivers huge insights in to the customer experience, simply gathering feedback and making tactical changes just isn’t enough anymore. We need to drive viral, transformational change. And we need to start now. 

In this webinar, we built on our recent webinar featuring Forrester Research Inc., – “Standing on the Shoulder of Giants” which analyzed the “secret sauce” of highly successful Voice of the Customer programs. During this follow-up session, Claire Sporton, VP, Customer Experience Management at Confirmit and guest speaker Sam Stern, Senior Analyst at Forrester Research, Inc. identified some of the future trends that will drive these best practices forward in 2017 and beyond. They also looked at key learnings from some of the world’s leading VoC programs, including:

  • Getting the exec team on board: The importance of predictive analytics to inform smarter decisions delivering true business value
  • How to motivate your team: The role of viral change in killing the “command and control” ethos, empowering and enabling everyone in the organization from the bottom up. We’ll also look at the integration of unstructured and structured data to bring insights to life to inspire employees
  • Innovating and taking risks: Driving true action, how to be a catalyst for behavioral and systemic change, and the application of Nudge theory to make change easy…well, easier
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