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A key component of a successful Voice of the Customer program is being able to generate actionable insights to drive key business decisions for improving the customer experience. But before you can do that, you need to make sure you are basing these actions and decisions on trustworthy data. Do you trust your data? Is it being collected consistently across departments? Moreover, are you asking the questions that matter? Learn to:

• Take an inventory of existing listening posts to eliminate overlap, address any gaps and standardize the experience
• Hold stakeholder conversations to understand what data is being used, what data isn’t, and how the metrics align organizationally
• Optimize the experience for survey respondents while still obtaining the segmentation data you need for analysis

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The success behind what makes Discover Financial Services one of the nation's leading direct banks today is the same as what made us a pioneer in 1986 when we launched the Discover card: a focus on the customer and a commitment to be different, to be better and to offer the best service in the business. Join Ram Subramanian, Director of Customer Experience Design & Analytics at Discover, as he discusses the case for leveraging big data and digital analytics to create a seamless cross channel customer experience.
• High standards of Customer Service in the Digital Age
• Making Digital Analytics more actionable in delivering a superior CX with each interaction
• Connecting Online and Offline Data to Drive Process Improvements

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Hear how Safelite® uncovers insights behind NPS to improve customer satisfaction. By leveraging Ascribe Inspector™, the auto glass repair giant gained actionable insights from its 500,000 annual survey responses.

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12:25-12:35:The Disruptive Digital Advantage: Revolutionizing Customer Care Through High-Definition Video Collaboration

Learn more about how NPL is changing how businesses communicate with their customers through innovative video collaboration solutions. NPL's portfolio includes Spin™ developer tools and APIs, which can be integrated directly into a company's website or mobile applications to enable a seamless, high-quality videoconferencing and content-sharing experience. Now your company can interact in real-time and share valuable information directly to resolve issues faster and deepen customer loyalty. Try out Spin at: http://getspin.com/appstore

Thomas Engdahl , President/CEO, NPL

12:35-12:45: Giving Customers a Voice: Unlocking Mobile Conversations

If you’re like most companies, creating a customer-centric culture is paramount to your vision. But are you extending the customer experience across all channels? Are you reaching your customers where they are? In this presentation you’ll learn how to use mobile as a tool to listen to your customers. We’ll show you how to proactively reach out to your customers and arm them with a voice to express feedback and make suggestions. In the process, customer-savvy companies will find themselves saving money, creating a product roadmap that customers actually want, providing a superior, insight-based customer service, and increasing both customer engagement and loyalty.

Robi Ganguly , CEO & Co-founder, Apptentive

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We are all constantly challenged with balancing the demands of creating compelling customer experiences and showing key stakeholders how their initiatives deliver clear business results. Hear how Verizon is tackling customer experience and digital transformation. Key topics:
• Stakeholder CX value
• Defining the connection between CX and ROI
• Measuring CX results and digital transformation

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Digitization has already impacted the customer experience for more than a decade. Most organizations are data rich, but insight poor, but that is changing.
Many of the processes we create or improve require IT. The information revolution is evolving into the intelligent information revolution. Technologies like Cloud Computing, Making sense of Big Data are “The Internet of things” are making possible to literately “connect the dots” to better understand Customers and improve their experience.
Learning Objectives:
• Share best practices on “Digitization” roadmaps
• Help identify where in the Digitization roadmap is your organization
• How ALL functions directly impact the Customer Experience

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