Where on Earth Are We Going? How to Keep Your CX Program on the Right Track

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.

Author Bio

You’ve probably got a customer experience program. Most companies do. 

And if you’ve got a program, you’ve probably got a vision. Which is nice. 

But how do you get from where you are today to the place where that vision is realized? To the day where you capture insights from customers at every touchpoint. Where employees are engaged in the CX process. Where you deliver personalized experiences that boost loyalty and advocacy towards your brand? To where you are driving cultural and operational change?

Gut feel won’t get you there. Science will. 

In this webinar, Claire Sporton, Vice President, Customer Experience Management, Confirmit and Charles L. Colby, Principal Chief Methodologist and Founder, Rockbridge discussed a scientifically-validated approach to mapping the maturity of your VoC program. An approach that not only tells you where you are, but what you need to do next.


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