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

Presented by

Faith Adams - former Senior Industry Analyst at Forrester and 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 former Senior Industry Analyst at Forrester Faith Adams 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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Alchemer (formerly SurveyGizmo) transforms customer feedback into operational gold to create customer-centric organizations. Alchemer provides a customer-experience platform and pre-packaged solutions that enable businesses to collect and act on feedback to find, get, and keep more customers and employees. 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.