Gartner Customer Experience & Technologies Summit 2019 22 - 23 May / London, UK

A CX strategy will not succeed without a supporting Voice-of-the-Customer strategy. The ability to use technology to collect, analyze and act upon diverse customer feedback channels in a holistic way is critical but not enough. The objectives outlined in the CX strategy need to be within the VoC application and used to measure progress and cascade role-based tasks to employees across the entire organization. To succeed requires planning which types of customer feedback to collect, the skills needed to interpret the feedback and how to ensure action is taken.

This session looks at the growing organizational emphasis on employee well-being and designing an employee experience that drives customer engagement, loyalty and advocacy. As we enter an era where employee expectations are higher than ever, rethinking the working environment, management philosophy and tools available to employees is a critical requirement.

Various market considerations are complicating what was previously a simple procurement decision. Examples include: Functional sophistication, commitment to engagement (vendor and end-user organization), BoB or part of broader suite, CCaaS or CEC alignment, cloud or on-premises. PLEASE NOTE: Reserved for end users only. Preregistration required.