The Summer Voice of Customer Forum 2011, held on H.M.S. President, London, was a roaring success with well over 100 delegates in attendance from Canada to Australia to Scandinavia, Netherlands, Korea and of course the UK across a broad spectrum of industries. The forum, sponsored by Sitel and Amdocs, took place on the sunny banks of the river Thames and brought together leading professionals from the world of customer experience management, all bound together with the desire use technology to innovate and improve the customer experience.

 

Speakers from Fizzback clients O2, fonehouse and BT Business, shared their first hand experiences at capturing, interpreting and acting on the voice of customer. O2, with its very dynamic brand, shared how a strong Customer Experience Management (CEM) solution has had a significant impact in a consumer facing sales and service context while fonehouse demonstrated their agility and innovation in capturing the voice of customer to help manage its franchisees. BT Business also revealed how listening to their customers, helps them to achieve their vision to become the “Brand for Business.”The forum also hosted an engaging panel session with the participation of Virgin Media, LSG and Tesco discussing successes and challenges in implementing effective CEM strategies.

Fizzback CEO Rob Keve, shared his vision of what the next generation customer experience will look like, while Fizzback Head of Customer Transformation, Lee Mostari presented on how to deliver a successful l Customer Experience Management program. Both highlighted the importance of driving deeper understanding of customer behaviour, managing operational performance and delivering a measurable impact for employees and shareholders alike.

 

“Today was unique. It was a gathering of customer service and sales professionals who demonstrated how they use new technology and processes to push the frontiers of customer experience. In addition, we saw detailed analysis of how customer feedback can be translated into measureable economic gain at levels unheard of five years ago,” said J. McKay, Chairman, Fizzback.

We are already eagerly looking forward to our next Voice of Customer Forum which will be held at the end of the year; keep your eyes on www.fizzback.com for more information.Click here to see the highlights of our Summer VOC. To request access to the presentations, please contact Mike Cooper at [email protected] or on +44(0)207 845 0708.

 

 

About Fizzback


Fizzback is the leading software provider for Real-Time Customer Feedback and Customer Experience Management (CEM) resulting in increased customer loyalty and employee performance. The award winning Fizzback solution helps companies listen, respond and act in real-time to their customers’ comments. Feedback captured at the point of experience is analysed automatically using natural language processing, driving relevant responses, prompting company action and providing powerful insight into the voice of a previously silent majority. Fizzback enables businesses to derive true economic benefits by increasing customer lifetime value and positive word-of-mouth. Tesco, Eurostar, T-Mobile, O2 and other major Global Telecommunication companies make up just a part of our growing customer base.