In this short video interview, Zancesca Spagnoletti, AVP Customer Experience at Philadelphia Insurance Companies provides tips on getting starting with a Voice of the Customer program, talks about highlights of the Customer Experience activities at Philadelphia Insurance Companies, and describes her experience of working with Confirmit.
Zancesca highlights the importance of getting not only executive buy-in for a CX program, but also how to ensure that stakeholder around the company become natural advocates of the purpose of the program. At PHLY, the Voice of the Customer has become part of the DNA of the business, and in this interview you'll learn how they've achieved this to drive employee engagement and customer success.