Sponsored by InMoment, CustomerThink’s Bob Thompson will facilitate Voice of Customer 2.0: How to Drive Decisive Action on Multi-Channel Feedback
Salt Lake City (October 21, 2015) – InMoment™ is sponsoring CustomerThink’s Hooked on Customers CX Mastery webinar, which will feature Voice of Customer experts from the nation’s leading drugstore chain Walgreens, and market research leader Ipsos who will share best practices on how to capture and use multi-channel feedback more effectively to drive swift and impactful action.
The webinar, entitled, Voice of Customer 2.0: How to Drive Decisive Action on Multi-Channel Feedback, will be broadcast live Thursday, October 29, 2015 at 1:00 pm EST.
CustomerThink produces the Hooked on Customers CX Mastery Webinar Series. CustomerThink is a global online community of business leaders striving to create profitable customer-centric enterprises. The site serves 80,000+ visitors per month from 200 countries. Its coverage focuses on customer relationship management, customer experience management and social business through expertise shared through articles, blogs, interviews and industry news.
Specific topics of this CX Mastery webinar include:
- Why it’s critical to work backwards from the desired customer experience
- How to prioritize the most valuable customer listening posts
- How to rationalize conflicting feedback from different sources
- How to link employee behaviors to Customer Experience (CX) improvements
- How to use systems and rewards to drive action at the front line
Participants include John Carroll, Global Head of Clients at Ipsos Loyalty, Diane Lauridsen, Sr. Manager at Walgreens Boots Alliance and Erich Dietz, Vice President of Business Solutions at InMoment. CustomerThink CEO Bob Thompson will facilitate the discussion.
Ipsos is the world’s leading customer experience, satisfaction and loyalty research and advisory firm with revenue of more than $340 million and expert staff in excess of 1,200 located in over 80 countries. Carroll is responsible for designing and delivering customer centric transformational change programs with key clients. He is designated as one of 10 global customer experience experts by the Customer Experience Professionals Association (CXPA).
Lauridsen has more than 25 years experience in market research and is a four time ARF David Ogilvy Award winner for research excellence and three-time ARF David Ogilvy Award judge. She currently oversees all Voice of Customer (VoC) programs and tracking for Walgreens. As a champion of for the voice of the customer, customer and shopper, Lauridsen’s extensive experience spans from research tracking and copy development to cSat/customer experience, pilot management, custom hoc analytics and analytic techniques.
Dietz is a CXPA Expert and regular contributor to the community’s Google+ Hangouts and other events. He also serves as Vice President of Business Solutions at InMoment, a cloud-based customer experience optimization provider, where he works closely with clients and partners to design and execute customer-driven experience solutions that improve every part of the business, and build strong relationships with customers.
For more information about InMoment visit https://inmoment.com.
Ipsos ranks third in the global research industry. With a strong presence in 87 countries, Ipsos employs more than 16,000 people and has the ability to conduct research programs in more than 100 countries. Founded in France in 1975, Ipsos is controlled and managed by research professionals. They have built a solid Group around a multi-specialist positioning – Media and advertising research; Marketing research; Client and employee relationship management; Opinion & social research; Mobile, Online, Offline data collection and delivery. Ipsos has been listed on the Paris Stock Exchange since 1999.
Walgreens (www.walgreens.com), the nation’s largest drugstore chain, is included in the Retail Pharmacy USA Division of Walgreens Boots Alliance, Inc. (Nasdaq: WBA), the first global pharmacy-led, health and wellbeing enterprise. More than 8 million customers interact with Walgreens each day in communities across America, using the most convenient, multichannel access to consumer goods and services and trusted, cost-effective pharmacy, health and wellness services and advice. Walgreens operates 8,240 drugstores with a presence in all 50 states, the District of Columbia, Puerto Rico and the U.S. Virgin Islands. Walgreens digital business includes Walgreens.com, drugstore.com, Beauty.com, SkinStore.com and VisionDirect.com. Walgreens also manages more than 400 Healthcare Clinic and provider practice locations around the country.