60 minutes of how to create a Voice of Customer program plus additional resources.

Thanks to today’s rise in digital contact center technologies, organizations can now interact on the channels customers prefer. And while this helps increase customer satisfaction, it’s only the first step. You need to learn what customers are thinking and feeling across all channels and through the entire customer journey.

In this webinar, listen to our guest speakers, featuring Art Schoeller and Harley Manning with Forrester Research as you’ll discover how to do just that by creating a VOC (voice of customer) program that spans the omnichannel customer journey.

What you can expect

  • Discover how to deliver faster resolutions to customer problems
  • Learn to provide more empathetic service
  • Find out how to enhance CX across the customer journey
  • Explore ways to personalize agent coaching and increase engagement

Art Schoeller
Vice President, Principal Analyst
Forrester Research

Art supports Application Development & Delivery (AD&D) professionals who plan, build and run unified communications and contact center workloads for enterprises. His 35 years of experience span the computer, communications and software industries. Art helped establish CTI standards and solutions to grow the market in its early stages while at AT&T/Lucent. He led the team that partnered with Novell to establish the CSTA standard, which remains the default CTI interface for contact center and telephony integration applications.
Harley Manning
Vice President, Research Director
Forrester Research

Harley serves Customer Experience Professionals. He is a research director in the customer experience practice at Forrester and coauthor of Outside In: The Power of Putting Customers at the Center of Your Business. Harley’s research, analysis and opinions have appeared in The Harvard Business Review, Forbes, The Economist, FT.com, Fast Company, Investor’s Business Daily, and Direct Marketing News. An accomplished speaker, Harley has keynoted major business conferences around the world.
Heather Hughes
Director, Marketing Satmetrix

Heather Hughes is director of marketing at NICE Satmetrix. NICE Satmetrix holistic VOC is the world’s leading VOC solution for organizations that rely on the strategic value of the contact center to act on feedback and transform the customer experience at scale. Heather has worked in the contact center CX space for over 8 years, and has dedicated her 20+ year career to a customer-centric mindset to best deliver on business outcomes.