In the customer experience world and with the huge amount of data we explore the Experience Mining across the organization to know the priorities and major issues, and connect these to the ROI of CX actions and improvements. By the end of this session, users will know the following: 1. How to decide on the customer experience insights pillars between external and internal data sources 2. The measure what matters approach to ensure measuring the right metrics and how to present them to the right audience 3. Building the insights for the right audience with a multi-view data visualization 4. How to calculate the final impact on customer experience and link this with the ROI 5. The main sources of Customer Experience Insights and how to privilege each of these insights

In today’s fast-paced and customer-driven market, businesses can no longer rely on assumptions about what their customers want. Voice of the Customer (VoC) is the bridge between customer expectations and business decisions, providing real-time insights into behaviors, preferences, and pain points. Understanding how VoC influences consumer behavior allows organizations to anticipate needs, refine experiences, and create stronger connections with their customers. This session will explore how businesses can leverage VoC to decode consumer decision-making, influence purchasing behavior, and drive customer loyalty. By turning feedback into meaningful action, companies can stay ahead of the competition and deliver experiences that truly resonate with their customers.

Who do you trust, your customer or your health score? In the age of digital CS tools and indicators for success, is it more reasonable to trust the scores or what your customers tell you? We will dive into health scores, what they mean, what they do not mean, and how you can drive success long-term. We will also touch on the impact of sentiment, AI, and how modern tools are impacting this space.

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?‍

Re-Experience (RXS) measures how past experiences influence future behaviors, unlike traditional satisfaction metrics. It evaluates Gestalt Coherence, Affective Resonance, Memory Salience, and Behavioral Propensity. Organizations can use a Simplified RXS via surveys or a Comprehensive RXS with advanced analytics. Evolving RXS strategies help businesses refine customer experience for lasting impact.

Patty Soltis makes a business case for CX operations by connecting CX data to financial metrics. She highlights differences in promoter and detractor behaviors and uses storytelling to drive organizational action. Her presentation emphasizes the value of CX insights in influencing business decisions and improving overall customer satisfaction.

In this podcast, Fred Reichheld discusses the evolution of customer loyalty measurement, tracing his journey from focusing on retention metrics to developing the Net Promoter Score (NPS) and introducing the concept of Earned Growth.

This article discusses four essential metrics for evaluating customer experience: Net Promoter Score (NPS), which measures customer loyalty and satisfaction; Customer Satisfaction (CSAT), assessing immediate reactions to specific interactions; Customer Effort Score (CES), evaluating the ease of customer interactions; and Churn Rate, indicating the percentage of customers discontinuing service over a given period.

In this article, Qualtrics provides a comprehensive guide on creating effective surveys that yield valuable insights. The guide emphasizes the importance of defining clear objectives, crafting concise and relevant questions, and ensuring a logical flow to enhance respondent engagement.