[Webinar Recording] VOC: Engaging the Customer to Shape their Experience

Incorporating the voice of your customer (VOC) into everything you do is critical to shaping your business and creating success. Coming out of the pandemic, the traditional 10% success rate for new products is no longer acceptable. Learn about how one utility provider engaged their customers to reinvent themselves into a forward-thinking, innovative company.

Join KLC for a discussion on how market research online communities are growing in popularity and paving the way as we move forward past the pandemic.

View the recording to learn:

• Why the VOC is fundamental for your company to succeed, especially during COVID-19
• Learn how Eversource, a utility provider, used VOC to identify best communication practices during the pandemic
• How to engage your customers to guide everyday business decisions
• Turn customer insights into empathetic messages that connect with consumers

Speakers:

  Allyssa Gresser, Executive Vice President, KLC

As Executive Vice President Allyssa Gresser works directly with each client to develop the best research strategies to meet their individual needs, with an emphasis on Customer Co-Creation and collaboration through online communities.

  Shamus O’Brien, Interim Director Customer Experience Strategies, Eversource

Shamus O’Brien is currently the Interim Director of the Customer Experience Strategy which includes managing the VOC initiatives at Eversource Energy. His team was recently recognized in the utility industry for their data-driven CX solutions.