Operationalizing Customer Experience with Analytics to Deliver Better Business Outcomes
More and more companies are taking advantage of the wealth of customer feedback information at their disposal. They are using Customer Experience Management (CEM) solutions like Clarabridge to ingest all types of customer feedback – surveys, interactions, and online feedback – into a single hub to perform advanced analytics and uncover topics, intent, effort, sentiment and more. Most importantly, companies are using these contextual insights from unstructured data sources like calls, emails, chat, agent notes, ratings and reviews, social media and surveys to drive more transformational changes in their business. In addition to monitoring trends, these feedback sources provide much deeper insights into what is driving those trends in order to pinpoint specific improvement opportunities across the business.
In this webinar, you will hear:
Key components for building a holistic and sustainable CEM Program
Best practices for measuring business value and deriving leading indicators like effort and sentiment from unstructured customer feedback
Using AI-powered advanced analytics to generate operational insights tailored to each role and level in the business
Best practices for turning customer insights into actions that improved the customer experience and business performance
Meet Our Speakers
Koren Stucki, VP, Strategic Consulting & Analyst Relations, Clarabridge
Koren has extensive experience in service innovation, customer experience and voice of the customer and employee. She has established several organizations and built Customer Experience Programs as a practitioner in Fortune 100 and start-up businesses and as a consultant to global companies and non-profit organizations. At Clarabridge, Koren provides strategic advisory services for our customers on CX Strategy and Program Maturity, Customer Journey Mapping & Analytics, Measurement Frameworks, CX Centers of Excellence & Governance, and using insights to drive measurable outcomes while she also continues to publish and maintain an active role as a thought-leader in the CX space.
Courtney Shealy, VP of Global Solutions Engineering, Clarabridge
Courtney Shealy is the VP of Global Solutions Engineering at Clarabridge. Courtney has an extensive background in Solution Consulting, Consumer Product Management (SaaS), and Customer Experience Program Analytics across a variety of industry verticals for Fortune 100 and start-up business. At Clarabridge, Courtney leads the solution engineering team to highlight business optimization opportunities and insights across the enterprise that can be uncovered when listening to the voice of the customer. Courtney and her team focus on providing clients and prospects with a deep understanding of the Clarabridge product suite as well as vertical specific methodologies that may benefit their organization.
Execs In The Know
Chad McDaniel is a well-known advocate for the Customer Management Executive. He works tirelessly to showcase the success of today's Customer Executive.
Execs In The Know believes that advancements in customer success are created when leaders share experiences, outlooks and insights - “Leaders Learning From Leaders.” Our mission is to provide measurable value to the corporate customer executive, by delivering customer experience improvements, in an efficient and effective manner.
Execs In The Know connects customer professionals to valuable content, thought leadership, industry insight, peer-to-peer collaboration and networking opportunities. We support the customer professional in a live format by hosting national events (Customer Response Summit) and conducting a series of Executive Think Tanks.
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