While CX and VoC programs offer fantastic potential to spur widespread business improvements, Forrester CX Index data reveals that general CX quality levels have not improved in recent years. But despite this overall trend, some organizations are achieving great results. In this session, featured Forrester Senior Analyst Faith Adams will explain how combining operational trend-based data with VoC insight – integrating digital VoC, speech and text into your analysis – can lead to exceptional ROI, increased leadership buy-in and organization-wide engagement and ownership.

See what's new to ForeSee CX Suite, where capabilities are going, and how being part of the Verint VOC portfolio will get us there faster. We'll show how you can get to CX analysis that will help you close the loop with customers, drive action across teams, and move the right strategic priorities forward. Plus, get a sneak peek at anomaly detection, behavioral data and heatmaps, and a new wave of feedback tools that use advances in predictive modeling and artificial intelligence to transform how you listen to and act on the voice of the customer.

The CX program at this major drugstore chain is robust, with everyone from the CEO to the fulfillment center focused on driving high customer satisfaction. Karen is now taking the program beyond numbers by using CX insights to solve a variety of problems for stakeholders across the organization. Attend this session to learn about the unique ways the retailer is taking CX to the next level – beyond just the score.

How does one of the world’s most analytics-driven organizations manage its customers? With deep insight from Verint products, a laser-focus on customer-centricity, and a willingness to act on data. Learn how Urban Science, who helps global automotive manufacturers make data-driven decisions, acts on and operationalizes VoC through a multi-national customer relationship management program focused on, among other outputs, coaching and enabling customer-facing staff to implement immediate actions to address client issues. The end result? Increasingly valuable customer relationships, record NPS scores, and more revenue!

As one of the nation’s leading diversified health care benefits companies, serving close to 40 million people, the customer experience has far-reaching impact on company success. Learn how the organization has evolved its VoC program to a closed loop customer feedback process, improving the callers’ experience by using their feedback to drive down repeat calls and focus on actionable service recovery issues.

TUI puts ”you” in the middle, so when its executives began asking internal teams, “What are you doing to focus on the customer?” they had to take an honest look at their approach. The CX team stepped in and shifted the way they socialized ForeSee data, moving from data dumps to relevant, actionable formats for each department. From arming product scrum teams with insights to inform sprint cycles and drive innovation, to providing the executive team with the intel needed for strategic planning, hear how the team re-focused the organization on the customer.

As customers continue to engage with you on their rather than your terms, crossing channels seemingly at will, organizations have been grappling with how to deliver consistently exceptional CX. Join this session to learn how Costco leverages customer insight from digital channels to deliver an optimal overall omnichannel experience for its members throughout its digital, store, and contact center operations.

In 2016, Charter Communications merged with Time Warner Cable and Bright House Networks, creating the second-largest cable operator in the U.S.. This session highlights Charter’s transformational journey to become a top digital company by empowering the voice of customer to drive business decisions.

A deep dive into Verint's VoC solutions product release, which brings together Speech Analytics, Digital Feedback Management (OpinionLab), Enterprise Feedback Management (EFM), and EFM-IVR (Customer Feedback) - to capture and analyze speech and text-based VoC across multiple channels. The end result: a fully optimized omnichannel customer experience. Now, if your customers can say it, write it, or click it, Verint can truly help you listen, analyze, and act on it!

Providing the right insights to the right people to drive meaningful action is key to a successful CX program. This vision was at the heart of the Smart & Final team’s move from a traditional mystery shopper program to a VoC approach. Hear how this shift enabled Smart & Final to empower store managers and front-line employees to own and improve the unique experiences they deliver, and how it brought additional benefits in the form of more comprehensive results, scoring precision, cost effectiveness, and efficiency. Attend this session to learn how you too can make the switch – and get everyone on board!

The Director of Customer Experience at Gannett | USA TODAY NETWORK, an innovative, digitally-focused media and marketing solutions company with unparalleled local-to-national reach, shares the evolution of the company’s robust, omnichannel VoC program by encompassing analytics across its digital properties, contact center, and satisfaction surveys. In addition to building strong partnerships internally to operationalize and democratize actionable customer data, hear how the CX team created an innovative, demonstrable ROI model by proving the relationship between experience metrics and financial performance.

MD Financial has one main goal: to help Canada’s physicians and their families achieve financial well-being. In this session, learn how operationalizing VcC data across the organization plays a crucial role in achieving this goal, helping the financial institution uncover issues, act on feedback, highlight positive experiences, and incorporate best practices into training and coaching of its financial advisors.

Learn how the CX program at the College of American Pathologists was built to succeed by focusing on what mattered to the business as a whole and on the organization’s fundamental values: precision and scientific validity. The Director of Digital Strategy connected KPIs highlighting the precision underlining the ForeSee measurement – resulting in adoption and engagement all the way up to the board. Attend this session to learn how you can make your data more relevant to stakeholders across your business.

Cigna is passionate about delivering category-of-one customer experiences. In this session, the Head of Voice of Customer Analytics shares how Cigna uses statistics, text analytics, sentiment, speech analytics, omnichannel journey analytics, and more to optimize transactional experiences such as website functionality and call center scripting. She will also share stories from the trenches about NPS, automation, reducing time to insight, and evangelizing CX metrics.

Are your customers frustrated with your IVR? Do you even know? Join this session to learn how to utilize Verint Speech Analytics to help optimize IVR performance, improve containment, and elevate the customer experience. First, get insight into what it takes to integrate your IVR recordings into speech analytics. Then, hear real-world examples for improving caller containment within the IVR, identifying response recognition inconsistencies, discovering opportunities for root cause analysis of customer frustration with IVR prompts, and more.