Chief Experience Officer at Officium Labs, Nate Brown, talks voice of the customer.
Voice of the customer
Nate Brown is the Chief Experience Officer at Officium Labs, world-leading CX consultancy. He joins us to share how a customer-centric culture shaped around customer feedback can create the conditions and insights needed to build products and services that customers love.
The exact same methodologies and practices can feed directly into your conversational automation strategy to make sure you’re consistently meeting customer needs.
At the same time, the data and insights you produce from the automated conversations you have with customers can be like gold dust, and can be fed back into the voice of the customer operation in the rest of the business.
We chat with Nate about:
- The value of a voice of the customer strategy
- The importance of staff feedback
- Voice of the customer process
- The listening path
- Empowerment and action
- Sentiment vs intent
- Implementation challenges