Afternoon Keynote:
A Voice of Customer Engine That Actually Moves

So much is changing today in the CX field, but perhaps no discipline as quickly and dramatically as Voice of Customer. Our customers are offering up feedback in such different ways and in such different places than they were even 5 years ago. Sadly, for most organizations, the "VoC Engine" (to use a Jeanne Bliss term) has become tremendously out-of-date. It's time for a series tune up! As service leaders, there is almost nothing more important we can do for the business than effectively capture the customer's voice and drive meaningful change with it. This session will equip you with a new mentality and new tools when it comes to all things customer feedback!

You will learn:

• How to modernize your VoC initiative to "listen where your customers are talking.

• Establishing a centralized "VoC Engine" that is capable of accelerating CX transformation.

• Creating journey maps that are NOT a dead end...connecting employees to customers in exciting ways.

• The critical importance of community as a listening vehicle

Keynote Speaker: Nate Brown

Co-Founder - CXAccelerator

Nate Brown is a perpetual student of the world’s greatest experiences and the people who create them. After authoring The CX Primer, Brown was dubbed the “CX Influencer of the Year” by CloudCherry and a top global CX thought leader by several organizations. As a passion project, Nate created CX Accelerator, a first-class virtual community for Customer Experience professionals. Nate can be found at a variety of conferences speaking and training on the CX topics he loves.

Keynote Presentation