Smart Customer Experience to Drive Real-Time Action
How to build a Voice of Customer program that turns feedback into action
Most companies today run Voice of Customer programs and measure customer experience every day by sending surveys. Yet most of these programs fail to deliver the results they promise, and customer feedback is rarely turned into action. In this webinar, our guest speakers Don Peppers, Ebru Darip and Efe Çapar discussed how to build a Voice of Customer program that drives real-time action.
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What We Discussed
Three questions at the heart of a Voice of Customer program that actually drives action
Early Warning Signals
How to identify early warning signals and enable proactive management of customer experiences?
The Power of Real-Time Action
Why is real-time action key to improving the customer experience?
A 360° View of the Customer
Why is it crucial to have a 360° view of Voice of Customer by using all available data sources such as surveys, voice and text verbatims?
Meet the Speakers
Industry voices on turning customer feedback into real-time business action
Don Peppers
Customer Experience Expert & Author
Peppers & Rogers Group
Globally recognized CX thought leader and bestselling author. Don has helped thousands of companies transform their customer relationships and build sustainable competitive advantages.
Ebru Darip
Guest Speaker
Shared practical perspectives on turning Voice of Customer data into proactive, real-time improvements across the customer journey.
Efe Çapar
Guest Speaker
Discussed how a 360° view of customer feedback, from surveys to voice and text, helps teams act on what customers say in real time.
Poyraz Özkan
Co-Founder
Alterna CX
Co-founder of Alterna CX, Poyraz specializes in helping companies transform customer feedback into actionable business strategies through innovative Voice of Customer platforms.
Turn Every Customer Signal Into Action
See how Alterna CX helps teams spot early warning signals and act on customer feedback in real time.