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 

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