Voice of the Customer Business Case: What Should You Pack?


Tim Barker

Tim Barker

Author Bio

Tim is a CEM specialist with 15 years’ experience managing and delivering VoC programs. His early career was at BAA and British Airways where he developed decision support and planning models for airport and airline operations. Subsequently he moved into Customer Insight and managed BA’s customer experience and loyalty research for 5 years. He introduced bonus-related satisfaction targets to drive improvement throughout the organization and transformed the dissemination and use of customer feedback. Tim has also worked at British Gas, implementing their Journey NPS program, and at one of London’s leading social housing providers where he created and managed a Resident Insight program and associated team.

Tim is passionate about the importance of great customer service and persuading organizations to act on the feedback customers give them.


Dave King

Dave King

Author Bio

Dave King joined Confirmit through the September 2011 acquisition of Canadian-based Techneos Systems, where he held the position of CEO. He is responsible for all operations and business development in North and South America. 

Building a business case for a Voice of the Customer program is a daunting task. Successful programs have a big impact on organizations. That means they have a high profile and affect people at all levels. Getting a VoC program approved could make you a superhero, but there are also real risks. So where do you start? How do you maximize your chance of success?

In this webinar we looked at the end-to-end process for building a business case and getting it approved. We will cover organizational culture, project planning, influencing strategies, ROI metrics and the perennial problem of forecasting those crucial financial benefits. 

Join Tim Barker, Director, Customer Experience Management, Confirmit and Dave King, President, Americas, Confirmit as they give practical advice illustrated with real examples in this webinar to help you:

  • Plan your approach
  • Deal with organizational culture
  • Influence key stakeholders
  • Identify VoC benefits

After listening to this webinar you will:

  • Find it easier to get major projects approved
  • Understand more about the value of VoC programs
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