SPEAKER

Shorouk Ali is a CX leader with 13 years of experience in banking and diverse industries, specializing in customer-centric strategies, insights, and experience management. She is known for her expertise in embedding CX cultures and operationalizing VoC-driven programs that create seamless, impactful experiences. As a freelance trainer and keynote speaker, Shorouk has trained 750+ professionals in CX and consumer behavior. As a CXPA Regional Council Member, she actively advocates for elevating global CX standards. Passionate about transforming service delivery, she leverages consumer insights to drive engagement, loyalty, and business growth.

DESCRIPTION

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.

Deliverables and key takeaways:- The Link Between VoC & Consumer Behavior – How customer feedback directly impacts decision-making and purchasing patterns.- Behavioral Drivers in CX – Understanding the psychological factors that shape customer choices.- Transforming Feedback into Action – Best practices for analyzing VoC data to influence behavior and improve experiences.- Predicting Consumer Needs – Using VoC insights to anticipate customer expectations and trends.- Closing the Feedback Loop – Strategies to turn customer feedback into measurable business impact and loyalty.