HDI Information Technology Conference 2019

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Session 401: Making Feedback Matter: Taking Voice of Customer to the Next Level


Thursday, April 11 at 10:15 AM

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How has the phrase "Voice of the Customer" (VoC) has become nearly synonymous with the survey process? A healthy customer feedback program is so much more! The key is to effectively capture "unstructured" VoC data. This includes all the organic feedback not being actively solicited by an organization, such as social media posts, web reviews, emails, customer conversations, and more. When combined with structured survey data, this provides a significantly fuller picture of the customer experience. Feedback is happening all around in new and exciting ways...it's time to evolve our ability to listen.

In this session, attendees will learn how to expand their Voice of the Customer programs to include multiple channels and tie feedback to meaningful outcomes and benefits, including:

  • A higher volume and higher quality of customer feedback data than ever before
  • Employees who feel empowered to represent the voice of the customer with a dedicated channel
  • Direct alignment with journey mapping, making it extremely easy to create data-driven maps and improved VoC reports

Nate Brown

Director of Customer Experience
UL EHSS

Nate Brown is the cofounder of CX Accelerator and director of customer experience for UL EHSS. While customer service and the customer experience are his primary expertise and passion, Nate is able to leverage his experience in professional services, marketing, and sales to connect the dots and solve the big problems. From authoring and leading a customer experience program, to journey mapping, to managing a complex contact center, Nate is always learning new things and sharing with the customer experience community.