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Customer Experience (CE) has become the mantra of senior management looking to enhance revenue and margins. The key to CE management is having an end-to-end view of the CE; that is, a Voice of the Customer program that covers all phases of the CE and unifies all of the data sources. Providing guidance on how to effectively enhance the CE therefore presents a huge opportunity for any department which can effectively pull together and package a unified Voice of the Customer (VOC), thereby becoming a focal point for guiding CE management.
Join Customer Experience expert John Goodman, the Vice Chairman of TARP, and UTOPY's VP of Customer Strategy, Mike Miller, as they discuss the attributes of effective VOC processes and address the findings of recent research on factors that will lead you to successfully create VOC impact. This complimentary webinar will explain how to create an impactful Voice of the Customer process that will help you improve the Customer Experience delivered by your organization, including:
. How to create a unified picture from multiple data sources . The 8 factors associated with an effective VOC process . How to take the lead on VOC and CE . The major factors leading to VOC impact on the CE . How integrated VOCs have already improved the CE delivered by two major companies
Event Details Success Factors in Using an Integrated Voice of the Customer to Enhance the Customer Experience Wednesday, March 14th, 2012 11am Pacific Time / 2pm Eastern Time
|  | John Goodman Vice Chairman of TARP | | | | | | Michael Miller, VP of Customer Strategy at UTOPY | | | | | | | | John is considered one of the founders of the customer experience industry. He has led the evolution of customer service from a cost center for answering consumer questions and complaints to a vital resource that helps organizations improve both operations and revenue.
| | Mike is a contact center industry veteran who specializes in helping organizations to optimize the performance of their contact centers using Customer Interaction Analytics. Prior to UTOPY, Mike was Vice President of Customer Care at E-LOAN. While there, he designed and deployed technology that improved sales conversion by 800% and increased revenue by $56 million per year.
| | | | | | | UTOPY | 1550 Bryant Street, Suite 400 | San Francisco, CA 94103 | www.utopy.com | |
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Utopy
1550 Bryant St
Suite 400
San Francisco, California 94103
US
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