Delight for customers really is in the details. Their story is changing on a daily basis, and an ever evolving landscape of data, insights and instant gratification allows them to communicate their journey and experiences with your brand through an endless array of technology platforms.
Researchers are now able to digitally capture the voice of customer as it happens. They can adapt with the ever changing needs of the business, delivering big data insights to support agile initiatives. Front line teams are empowered with critical insight as it comes in, allowing for rapid improvement – flexibility that may not have been there before.
See how TELUS, Canada's fastest-growing communications company, is using this technology shift to their advantage. Their client side researchers are supporting end-to-end business goals with the adoption of ResponseTek's customer experience management platform which allows them to act on insights as they come in. Effectively, they are putting their customers first, and taking ownership of every single experience in real time. This ensures every story with their brand is a good one, and has earned them everything from improved customer satisfaction scores, decreased complaints to regulatory boards and bottom line results.
There is a changing landscape in market research: Researchers are now able to digitally capture the voice of the customer as it happens. Customer data is transaction based, faster, and more available than ever, and companies can use this revolution to their advantage. See how TELUS, Canada's fastest-growing communications company, is harnessing the power of increased volume and speed of big data to meet the demands of their business with stunning results.
As a result of this session, participants will learn:
Market Research Manager, Market Intelligence, TELUS Mobility
Vice President, Client Services, ResponseTek
15 years of experience in Customer Experience Management