In this session, we will share how  tw telecom, one of the nation’s leading providers of managed network services, implemented a Voice of the Customer program that has helped them turn a core strength in customer service into a true competitive differentiator. Industry best practices and additional case studies drawn from independent research will also be featured. 

We will address how to:

• Gain a deeper understanding of how to measure what drives customer loyalty and take action on that data to achieve business results
• Tap into real-time feedback to respond to people’s needs, desires, and emotions to gain both short- and long-term loyalty as well as increase profitability
• Weave the Voice of the Customer into the fabric of your business in ways that result in greater customer centricity and maximize productivity

Deborah Eastman, General Manager, Business Consulting, Satmetrix, works extensively with clients to help them improve business performance by putting customer feedback data into action across the organization.

Lara Wise is Vice President, Customer Experience and Customer Care, at tw telecom where she drives the Customer Experience strategy cross-functionally and also leads the Customer Care organization.

Bruce Temkin is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Previously he was Vice President & Principal Analyst at Forrester Research where he focused on customer experience.

Join Lara Wise, vice president, customer experience and customer care, tw telecom; customer experience transformist, Bruce Temkin from the Temkin Group; and Deborah Eastman, general manager, business consulting, Satmetrix, for a roundtable discussion on how to leverage customer feedback to drive innovation, growth, and superior business results.