Modernizing Your Voice of Customer Engine

So much is changing today in the CX field, but perhaps no discipline as quickly and dramatically as Voice of Customer. Our customers are offering up feedback in such different ways and in such different places than they were even 5 years ago. Sadly, for most organizations, the “VoC Engine” has become tremendously out-of-date. It’s time for a serious tune up! There is almost nothing more important we can do for the business than effectively capture the customer’s voice and drive meaningful change with it. This session will equip you with a new mentality and new tools when it comes to all things customer feedback!

We will discuss:

• How to modernize your VoC initiative to capture “wild sentiment” with both structured and unstructured data.
• Establishing a centralized “VoC Engine” that is capable of providing clarity, accountability, and measurability
• Going beyond the dashboard to bring VoC insights to life…connecting employees to customers in exciting ways
• Proving definitive ROI of Customer Experience related activities using customer behavioral data

Meet Your Member Facilitator:

Nate Brown helps Customer Experience leaders to better understand and serve their customers. Having seen many sides of the CX ecosystem as a practitioner, consultant, and analyst, Nate is widely known for his innovative perspective and contagious energy.

As a community builder, Nate co-founded CX Accelerator in 2018. Quickly growing to well over five thousand members, this vibrant collection of CX leaders is helping one another to maximize their career and accomplish remarkable things around the world. From digital cohorts, to in-person gatherings, to world-class CX day celebration, CX Accelerator is a major force for good in the experience space. As a CX leader / educator, Brown was dubbed the “CX Influencer of the Year” by CloudCherry in 2018, and a top global CX thought leader by ICMI, CX Network, Exceeders, Netomi, and MartechVibe to name a few. Nate was voted “most impactful influencer in the CX landscape for 2023” by Kustomer. He has been widely recognized for his unique ability to infuse excitement into the work of CX for employees at all levels of the organization. As a Customer Experience executive and consultant, Nate has built up contact centers from scratch, anchored complex CX functions, and helped to foster exceptional employee-customer connections in dozens of organizations. He’s worked in a variety of industries including gaming, SaaS, technology, retail and healthcare for brands such as CHEP, WB Games, UL, and Sunbasket.