Chicago

April 2-3, 2019

Chicago
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Customer Experience from Talk to Action: An Interactive Workshop

Room 2 | 8:30-9:00 | Wednesday, April 3, 2019

Voice of the customer input is only as good as the action it creates. Companies and brands that listen but do nothing with the data and insights are wasting time and money. The good news: It can be much easier than you think to foster positive (and profitable) change in your organization using VOC.

Join us for this session where Customer Experience Champion Lori Laflin shares tips and tricks for taking action with your data. Regardless of the role you play in customer engagement/service or the model your team uses for research and sharing insights, this workshop will arm you with practical suggestions for moving the work beyond presentation mode.

Presentation type:

  • Best Practice Workshop

Speakers:

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Tuesday | 11:30-12:00 | Room 2

Breaking Down the Product Silos in Brand Health Tracking

To understand consumer perceptions of Progressive and the competition, its market research department has maintained many product-specific brand health trackers for many years. The trackers focused primarily on auto and [...]

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Tuesday | 3:30-4:00 | Room 5

The Renaissance of Qualitative Research in the Digital Age

It’s been over two years since Adam Rossow announced, “The qualitative research renaissance is in full swing.” Thanks to advances in AI and behavioral economics, it’s still going strong. Researchers [...]

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Tuesday | 1:30-2:00 | Room 4