CXPA Calgary Network is proud to host their Fall Customer Experience event for customer experience practitioners, marketing professionals, or anyone with an interest in understanding what customer experience (CX) is and why they should care about it. The event will be a panel discussion followed by a Q&A with participants from both the agency side and client side.

5:00pm – Arrival / Networking (light refreshments served)
5:30pm – Panel Starts
6:30pm – Networking
7:00 pm – Close

Description:
According to an article by Harvard Business Review, only 11% of customer impacting decisions are backed with data insights. A fact which suggests that the majority of decisions are based on guesswork or, at best, intuition. For some organizations this intuition is driven by real closeness to the customer, but for the majority it is based on what people think the customer wants and, in today’s rapidly changing consumer world, that is a dangerous place to be.
What do customers need, want and value?
How can they be served better?
How can insight be harnessed to achieve a superior competitive position?
These are some of the questions we hear companies grappling with which can be answered with an effective Voice of Customer program.

The best meaningful definition for VoC is: a system/process for collecting customer feedback across multiple touchpoints then putting that feedback in the hands of decision makers to drive continuous improvements to your product or service. In this event we will explore the real value in the VOC programs, Transforming the Voice of Customer: Turning insights into Action. Going beyond just simple customer feedback.

Speakers:
Kristine Neil, Partner, Stone-Olafson
Kelly Steward, Leader, Marketing, Fly Swoop
Heather Ilsley, Vice-President Client Services, Vovia
Umer Asif, Global CX Innovation Manager, Shell

Sponsored by: Stone-Olafson