Why CX Programs Struggle to Demonstrate Results
Webinar featuring guest speaker
Faith Adams, Forrester Senior Analyst
Despite heavy investment over the past few years, CX programs are struggling to demonstrate measurable business outcomes. One of the primary reasons for this is the lack of a comprehensive and unified view of the customer experience.
A proliferation of siloed, mostly survey-based, VoC efforts across the organization has resulted in a myopic approach to acquiring and acting on CX insights, and a fragmented view of the customer that often does more harm than good.
Join guest speaker Senior Forrester Analyst, Faith Adams, and the head of customer success at Topbox.io for a frank discussion about data siloes, survey fatigue, and how to create a unified view of your customers to drive better collaboration internally and deliver on the promise of customer data.
In this webinar, you’ll learn:
- Three reasons CX programs fail to deliver measurable results
- Why the right data is key to transforming customer insights into business outcomes
- How to create a unified view of the customer at your organization
Date: Wednesday, March 25th
Time: 10:00 AM Pacific Daylight Time
Duration: 1 hour
Senior Analyst, Forrester
Faith Adams is an analyst at Forrester Research, serving Customer Experience Professionals. Her research focus areas include customer experience measurement and customer-centric culture.
Prior to joining the research team, Faith spent nine years working in customer and patient experience. Most recently, she was the customer experience director in the insurance division of John Hancock, where she led the implementation of a customer experience measurement system. Leveraging the voice of the customer, she helped establish a different approach to building loyalty, increasing customer lifetime value and improving the bottom line while also assisting in the development of a more customer-centric culture.
VP of Solutions Engineering, Topbox
Christopher Stark is the Vice President of Solutions Engineering at Topbox. Stark, who was previously a customer experience Director with Nike, leads the company’s Solutions Engineering group with a clear mandate for growth and customer experience innovation. His unique expertise building a customer experience program and implementing Topbox at one of the world’s largest retail giants is invaluable in understanding configuration and time-to-value for onboarding new clients.