During this webinar, you will learn:

  • How the six competencies of CX relate to the voice of the customer 
  • How to engage and empower employees to take action on the VoC 
  • How technology can speed up action 
  • How one company uses best-in-class processes to drive action on VoC data
Intouch Insight

Learn how to optimize CX through the voice of the customer

REGISTER NOW

Don't miss this exclusive webinar, live on November 8 at 1:00pm EST

Never let another potential customer walk away dissatisfied from a poor customer experience.  

Start gaining insights today by:   

  • Identifying areas of the customer journey in need of focus   
  • Mobilizing all levels of your organization to take action   
  • Tracking the impact of CX activities on business outcomes
Faith Adams

Copyright © 2018 Intouch Insight Inc.

How to Optimize CX Through the Voice of the Customer

Special guest: 

Faith Adams
Forrester analyst serving customer experience professionals

Faith Adams is an analyst at Forrester Research, serving Customer Experience Professionals. Her research focus areas include customer experience measurement and customer-centric culture.

Previous Work Experience
Prior to joining the research team, Faith spent nine years working in customer and patient experience. Most recently, she was the customer experience director in the insurance division of John Hancock, where she led the implementation of a customer experience measurement system. Leveraging the voice of the customer, she helped establish a different approach to building loyalty, increasing customer lifetime value and improving the bottom line while also assisting in the development of a more customer-centric culture.

Join Intouch Insight and special guest, Faith Adams with Forrester Research. 

Register for our free webinar on Nov. 8 at 1pm EST to learn:

Optimizing customer experience (CX) continues to be a top priority for many organizations, but – as we all know – it isn’t easy. It requires listening to the voice of the customer (VoC), interpreting and analyzing the feedback and data, closing the loop and taking action, and proving value to the organization. It also requires engaged stakeholders. Without engaged stakeholders, the VoC falls on deaf ears – posing a huge risk to the business.

Faith Adams
Forrester analyst serving customer experience professionals

Faith Adams is an analyst at Forrester Research, serving Customer Experience Professionals. Her research focus areas include customer experience measurement and customer-centric culture.