XM Knowledge Base
FUTURE OF CX - ON DEMAND WEBINAR
Tap into the power of omnichannel insight
The volume of unstructured data in the world is growing rapidly – 80% of customer data will be unstructured by 2025, according to IDC.
Yet most companies are unable to take advantage of the goldmine of untapped customer insights and the unique signals they provide into customer sentiment, effort, emotion and intent. That means, you’re missing the insights you need to inform the right use of empathy with customers as they engage with your teams throughout their journey.
So how can you get started? Watch this session to hear from Qualtrics’ VP, Omnichannel CX Strategy and featured guest analyst from Forrester to find out.
Watch this on demand webinar to learn how to:
Make it real – understand the types of customer feedback, their use cases, the value they provide, and how to activate them across your organization to fuel continuous improvement and innovation.
Get started – leverage a simple framework for defining a CX listening strategy that combines solicited and unsolicited feedback for deeper journey understanding.
Acquire buy-in – hear how to get your leadership onboard and build champions across the organization.
Featuring
Joana de Quintanilha
VP, Principal Analyst, Forrester
Based in Amsterdam, Joana serves customer experience professionals. Her areas of expertise include digital customer experience, tools like journey mapping, and Agile methods. Joana also focuses on brand and leads Customer Experience Index research in Europe. Before joining Forrester, Joana was the senior customer experience manager at Elsevier, a leading provider of science and health information.
Koren Stucki
VP, Omnichannel CX Strategy, Qualtrics
Koren leads Omnichannel CX Strategy at Qualtrics and helps companies take a programmatic, enterprise approach to drive continuous improvement. She has extensive experience in service innovation, customer experience, and voice of the customer and employee programs, having built organizations and programs as a practitioner in Fortune 100 and start-up businesses and as a consultant to companies across industries.