CX User Group:
Successful VoC Programs: From Data Governance to Closed-Loop
June 17, 2021 / 4 pm Berlin Time
Welcome to our CX User Group. We created this forum to provide you with a platform for peer-to-peer exchange. Hear from our customers about their CX Programs, how they manage challenges and which best practices they have established.
Some of our participants have suggested the topic "Governance and Closed Loop Processes" for our meeting on the 17 of June. Our colleague Martin Meyer-Gossner will give a short presentation on this topic. We look forward to a lively exchange and many questions following the presentation.
For years, companies strived to build close-the-loop programs in order to satisfy customer expectations and experiences. However over the years, data became the strategic battleground in the customer journey that needs to be obeyed, managed and processed according to some data governance to favor and ensure collaboration - especially in markets that transition from B2B to B2B2C models: manufacturing, car industry, insurance, finance, consumer goods among others.
Evolving B2B e-commerce, disconnected IT infrastructure and weak data governance between OEM and distribution partners have opened doors to rethink the value of resellers versus a direct to consumer approach. Data governance will not only strengthen the trust bond between manufacturers and dealers. If data is not processed properly, intermediaries tend to lose their motivation to participate in VoC programs when they are not part of a long-term quality vision around business processes. Resulting in an end of all Closed-Loop approaches from business development to sales or customer service.
Let’s discuss data governance for successful VoC programs. We are looking forward to seeing you!
Customer Experience (CX) Solution Strategy Lead DACH bei Qualtrics
Martin Meyer-Gossner is Customer Experience (CX) Solution Strategy Lead for the DACH region at Qualtrics. In his role, he supports customers in the strategic conception and development of their customer experience strategy across all touchpoints. His expertise is based on many years of experience as a strategic business consultant. Martin is also thought leader, moderator and speaker at leading events.