How to re-energize your VoC programme

Now that wishes and resolutions are past us, it's time to have a serious look at your Voice of Customer programme and get it going strong for 2023 (and beyond)!

Join Carlos del Corral as he sits down with Mark Barrett and Sian Kerr from Watermelon research to discuss how to assess and re-energize your VoC programme.

During this fireside chat, Carlos, Mark, and Sian will be sharing their international expertise working with top European companies. In particular, they will:

• Share what signs might be telling that your VoC programme is losing steam
• Discuss how to keep your VoC programme top-of-mind for different stakeholders
• Explore tactics to re-energize your VoC programme
• Examine how to get to the business value of your VoC programme

In addition, they will also take questions from the audience.

If you are interested but cannot make this time, a recording of the fireside chat will be available for all those who registered.

About the speakers

Mark is a Director in the Watermelon CX team, where he works with organisations to design tailored solutions to understand customer experience and drive business change. With a background in large-scale, continuous research planning and management, over the last 10 years at Watermelon, Mark has worked with a range of brands on the design, implementation and ongoing delivery of international Voice of the Customer programmes, for clients including RBS, Barclays, William Hill, Hiscox, Legal & General and many more.

Sian leads the insight and consultancy arm at Watermelon and her expertise and passion lies in the design and delivery of CX programmes that shape business transformation. Since joining Watermelon, Sian has worked with a varied set of clients that includes Shell, Invesco, RBS, SimplyCook, Benenden Health, Royal Mail, Dyson and more on projects covering the CX cycle from journey mapping, experience measurement, prioritisation, service design and transformation through to implementation and evolution. Sian also oversees Watermelon’s proprietary research, which has involved the creation of our CX Principles, a framework that enables clients to differentiate through customer-centric service.

Carlos has been Director of Mobile Insights and Innovation both at Nokia and Microsoft, driving action thanks to the feedback of millions of customers. He is now Co-founder and CEO of Lumoa, a solution that looks at any type of customer feedback to tell companies what to do next to grow their business.