The power of omnichannel insights to drive change

Presented by

Marianne Pierce (Hesta), Riccardo Pasto (Forrester),Vicky Katsabaris (Qualtrics)

About this talk

The volume of unstructured data in the world is growing rapidly – 80% of customer data will be unstructured by 2025, according to IDC. Yet most companies are unable to take advantage of the goldmine of untapped customer insights from conversations and interactions with the unique signals they provide into sentiment, effort, and emotion. So where should you begin? Join this session to hear from Vicky Katsabaris, Qualtrics’ Director of XM Solutions – APJ, Marianne Pierce, Hesta’s Member Experience lead and featured guest Riccardo Pasto from Forrester on how to evolve your CX program. Learn how to: - Make it real – Understand the types of feedback, their use cases, and the value they provide across your organisation - Get started – Leverage a simple framework for defining a CX listening strategy that combines solicited and unsolicited feedback for deeper journey understanding - Acquire buy in – Hear how to get your boss onboard and build champions across the organisation
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