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How to Develop a Digital Voice of the Customer Action Plan

Verint® Systems

Presented By: Verint® Systems



September 27, 2:00pm Eastern

Presented by: Carmit DiAndrea, VP, Portfolio Market Strategy, Verint and

Mark Treschl, Chief Customer Officer, Voice of Customer Solutions, Verint

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About the Webcast

By differentiating your customer experience with a Voice of the Customer (VoC) program, you can stay aligned with your customers’ needs and expectations, while keeping an edge on your competition. 

In this webcast we discuss how to develop an action plan with best practices for collecting and analyzing data across channels.  During this presentation, you will learn the following four steps to achieve richer insights and better business outcomes:  

  • Make it Easy 
  • Establish Goals and Measure Success
  • Company-wide buy-in / Who will act on it?   
  • Close the Loop  

Mark Treschl will share how large financial institutions have improved their contact center operations with implicit and explicit digital VoC feedback. Carmit DiAndrea will weigh-in on examples of how VoC feedback that’s gathered in the contact center can help to improve digital operations. 

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About the Presenters

Carmit DiAndrea , VP, Portfolio Market Strategy, VOC, Verint

Prior to joining Verint in 2017, Carmit was the Director of Customer Contact Analytics at Time Warner Cable responsible for leveraging Speech Analytics technology to identify opportunities for process improvement, cost reduction, increased customer satisfaction and retention, and enhanced process compliance.  Carmit brings to her role 20 years of contact center experience.

Mark Treschl, Chief Customer Officer, Voice of Customer Solutions, Verint

As Chief Customer Officer of Verint's Voice of Customer Solutions, Mark leads the Customer Success team empowering customers to achieve their desired outcomes. A serial inventor and digital pioneer, Mark has been active in the Voice of Customer space for 2 decades and is a trusted Customer Experience advisor to many of the world’s best-known brands.