Addressing the industry challenge for Operational Efficiency and Process Improvement through Data and Insights, Nicholas 'Z' Zeisler discusses that while everybody is collecting Voice of the Customer (VoC) information, 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, he'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. Key session takeaways include addressing the following questions: Where does "VoC" fit into a larger CX enterprise?Why "VoC" isn't even really the full extent of a true Customer Insights endeavorHow using a more strategic approach can change how you "do" Customer Insights 

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.‍ 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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