CX March 2025 Day 3

Yugeshree Frylinck, CXPA

- Gain insights into the foundational principles of designing a robust VOC program that captures meaningful customer feedback and insights. - Learn about different methodologies, techniques, and tools for collecting and analyzing customer feedback.

Yugeshree Frylinck, CXPA

- Learn how to assess the performance of your VOC program against predefined metrics and benchmarks. - Understand the importance of tracking key performance indicators (KPIs) to measure the success and impact of your VOC initiatives.

Yugeshree Frylinck, CXPA

- Understand the importance of continually refining and improving your VOC program to better meet the evolving needs and expectations of your customers. - Learn strategies and techniques to enhance the effectiveness and efficiency of your VOC initiatives.

Yugeshree Frylinck, CXPA

- Explore techniques for translating VOC insights into actionable strategies and initiatives. - Identify short-term and long-term project development opportunities based on the analysis of VOC data and feedback.

Yugeshree Frylinck, CXPA

- Explore strategies for using VOC program results to enhance and align with key performance indicators (KPIs) of various business stakeholders. - Learn how to demonstrate the impact of VOC initiatives on business outcomes and drive organizational alignment and buy-in.

Yugeshree Frylinck, CXPA

- Gain proficiency in ensuring the accuracy of calculations and interpretations of key metrics used in your VOC program. - Learn how to effectively communicate and interpret VOC data to stakeholders within the organization to drive actionable insights and decisions.

Yugeshree Frylinck, CXPA

- Gain exposure to industry best practices and emerging trends in the VOC space. - Learn from case studies and examples of successful VOC implementations from around the world.

Yugeshree Frylinck, CXPA

• Understanding the role of artificial intelligence (AI) and advanced data analytics in enhancing VOC programs. • AI and other cutting-edge technologies provide unprecedented avenues for engaging with customers on a more personal level, ensuring they feel truly understood.