Khoros - Mobilize a CX Team that Turns Insights into Action
Common Sense Virtual Roundtable:

Mobilize a CX Team that Turns Insights into Action

June 8th, 2021, Successfully held

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Presented by

Khoros

Here’s what we discussed:

Today’s companies are sitting on mountains of valuable customer data. But without a CX function that is responsible for turning customer feedback into improvements and actions, the treasure trove of customer insight becomes obsolete. Kahlil helped us explore how you can establish a team that turns CX insights into actions that produce measurable business results.

Moderated by 

Kahlil Dumas
Senior Business Value Engineer at Khoros
LinkedIn

Here is what we learned:

Phil Leininger, the SVP of CX for Verizon’s consumer wireless group, asked three questions:
• How do you calibrate, rank, and prioritize across different listening posts and channels: For example, does a walk-in take precedence over someone who answers a 7 on a survey?
• How are teams structured to understand customer insights?
• How do you create a cultural DEN around experiences and a “war on failures,” where everyone owns a failure until it’s fixed?

Verizon is data-rich, but Phil says its data seems to be more engineering-type data than customer-first-type data, which is what they’re trying to fix.

Sally Alejandro Tonel, Director of customer experience for Spotify, said her experience at Spotify is the same as Phil’s at Verizon. She also came from a customer-first background and is now working at a tech-first company. The majority of Spotify is R&D, so they are trying to add emotional context to the experience.

Request detailed session notes

We are careful about who we send this key document to. The session notes will be sent based on the request, provided your profile matches our qualification criteria.

How Topbox + Khoros works:

Topbox sits on top of all your customer communication platforms to provide a single view of all customer conversations and comments, normalizing and classifying the data for comprehensive CX analysis.

• Aggregate all sources of customer contact and feedback.
• Classify each customer interaction with a taxonomy unique to your business.
• Visualize data down to the individual interaction in one application.
• Democratize access to data and insights across the organization.

Participation in the Virtual Roundtable is free of charge to qualified attendees. Once you’ve completed the registration, we’ll confirm your invitation and send you a calendar invite with a link to the meeting.

If you don’t qualify, we’ll suggest other learning events that may be a better fit for you.

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