Smoke & Mirrors: Why customer-experience programs miss their mark.
Jeannie Zaemes - Dir. Growth Marketing, Faith Adams - Senior Industry Analyst at Forrester, David Roberts - CEO at Alchemer
The voice of the customer (VoC) is critical to how organizations function, yet many are not acting appropriately on what they hear. Put yourself in your customer’s position: have you ever shared negative experience feedback with a brand? Did you notice a change in the product or service from that brand going forward, or were…