To keep pace with today’s omnichannel consumers, organizations have to take a new look at the customer journey and provide the trusted content, authoritative advice and seamless experiences that these in-control customers demand. Success in this environment requires innovation across the customer life cycle — from optimizing customer acquisition through analyzing the customer experience to predicting future purchase behavior. In this session, we will share:

• How the customer experience significantly impacts consumer behavior.
• How today’s forward-thinking companies are acting on voice of customer insights gained by scientifically measuring the customer experience.
• Results from our latest research highlighting trends and experiences that will inform strategies for 2015

Table 1: Harnessing Voice of Customer Analytics To Drive Better Business Results
Eric Feinberg, Senior Director, Product Strategy, Answers

Table 2: Storing And Accessing Customer Data In Real Time
Geriel Thornburg May, Director, Customer Experience, Genworth Financial

Table 3: Ideas For Building Brand Advocates

Table 4: Operationalizing The Customer Experience—Linking CX With Process Excellence

Table 5: Voice of the Customer—How To Get Started & Lessons Learned
Cassie Alvey, Former VP and General Manager, Mrs. Fields Gifts

Table 6: Leveraging Customer Advisory Boards
Jennifer Maldonado, Senior Program Analyst, Voice of the Gamer Program, Activision

Table 7: Thinking Like A Lean Start Up To Promote CX Innovation

Table 8: Complaint Management To Drive CX Improvement
Heather Gjerde, Social Media Specialist, Scripps Health

Table 9: Customer Co-Creation Methodologies