Smoke & Mirrors: Why customer-experience programs miss their mark.

Presented by

Jeannie Zaemes - Dir. Growth Marketing, Faith Adams - Senior Industry Analyst at Forrester, David Roberts - CEO at Alchemer

About this talk

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 you thanked for your time and that was that? Too often, it’s the latter – and is likely the experience your customers have with your own VoC initiatives. This is not by any malicious fault of your brand, or the ones you’ve interacted with. Rather, we see that organizations largely lack the appropriate processes and execution capabilities to act on that feedback they receive, and become frustrated when nothing changes even after rolling out their carefully thought out VoC plans. Join our panelists Faith Adams, Senior Industry Analyst at Forrester and David Roberts, CEO at Alchemer for an engaging discussion and review of the recent research completed by Forrester on the current state of Customer Experience and Voice of Customer programs in todays enterprises.
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The Alchemer platform helps businesses like yours collect feedback, so you can deliver better experiences for your customers. Alchemer is designed for those who have outgrown SurveyMonkey and feel overcharged by Qualtrics. Our platform is easy-to-use, easy to implement, and leads the industry in speed-to-value and flexibility, so you can start collecting insights on day one. Only Alchemer puts customers at the center of everything a company does by integrating feedback directly into the systems and applications that power the organization today. Alchemer serves more than 15,000 global customers and 30% of the Fortune 500.