SPEAKER

Nicholas "Z" Zeisler is a renowned fractional CXO and expert in process improvement and Voice of the Customer systems. With sharp wit and deep industry knowledge, Z is an engaging speaker who transforms customer experience strategies. His insights drive meaningful change, making him a sought-after leader in CX excellence.

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SESSION DESCRIPTION

Everybody's collecting Voice of the Customer (VoC) information, but what they do with it is a whole different story.  Some aren't analyzing it properly, and even those who do the necessary analysis aren't using the insights they have.  In this session we'll discuss how important Customer Insights is to your broader CX endeavors, and explore not only better methods of collecting and analyzing, but what you should do with those insights once you have them.

In this webinar, a companion to his March Roundtable, Nicholas 'Z' Zeisler addresses the following questions with a series of presentations and exercises: 

- Is your Customer Insights program tied to your overall CX strategy?

- Is your overall CX strategy even tied to your Brand Promise?

- Are you collecting Customer Insights properly and for the right reason?

- And, how does keeping that "right reason" in perspective influence your Customer Insights programming?

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XM CHALLENGE MAPPING

• Data and insights: The need for better customer intelligence, VOC (Voice of the Customer) data, and actionable insights at the customer or location level is emphasized, suggesting a need to refine data collection and analysis processes.

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