NICE sponsored CXPA Webinar:Utilising Customer Feedback to Drive Cultural Change

Presented by

Jon Cockcroft, Customer Experience Manager, Direct Line Group

About this talk

In the last 18 months Jon Cockcroft has overseen the delivery of Direct Line's "MyCustomer" Customer Feedback Strategy - utilising the NICE VOC solution - to 3,000 front line employees, across seven sites, driving improvement in both customer experience and NPS scores. He will share his story on the critical success factors and lessons learned in Direct Line's journey.

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Designed to help customer experience and marketing professionals create the perfect customer love story. This channel hosts webcasts which discuss best practices for understanding the voice of the customer, mapping customer journeys and personalizing the customer experience.