Confirmit CX Expert Series: Sarah Day - Asurion


Confirmit Team

Confirmit Team

Author Bio

Confirmit’s dedicated teams work to deliver world-leading customer experience, Voice of the Employee and Market Research solutions. 


Author Bio

Video interview of Sarah Day, Senior Director of Customer Experience at Asurion, gives her advice on getting the most from a VoC program

Asurion runs a best-in-class transactional Voice of the Customer program that is dedicated to driving action and improving the customer experience. The insights collected from their program is used both to report performance and drive actionable insight on the Asurion side as well as to provide the network operations team with deeper insights to manage their network of repair technicians.

In this short video, Sarah Day, Senior Director, Customer Experience at Asurion gives her advice on how to get started with a CX program and talks about the impact of Voice of the Customer at Asurion. She counsels CX teams to ensure that they work on their program in a very deliberate manner, ensuring that people around the organization fully understand and support the purpose of CX. She explains that there is so much that can be done with CX, that it's important to have a clear focus on what you want to achieve. If you try to do too much at once, she explains, you will struggle to gain the traction you need.

Sarah also talks about her experience of working with Confirmit, making use of the CX consulting and the Voice of the Customer platform to get the best possible results and drive business change. Finally, she discusses the impact of winning a Confirmit ACE Award, not only for the customer experience team but across the whole company.

 


Subscribe to Our Newsletter