This year’s ForeSee Summit — our annual client event for CX professionals — is shaping up to be the best yet, and we wanted to highlight a handful of speakers from the retail sector that we’re excited about.
Topics relevant specifically to the retail sector will include best practices for replatforming retail websites, refining Voice of Customer collection practices, and how to build a cross functional team to accomplish retail CX goals. A few of the many presentations planned include:
A Pattern for Success: Integrating VOC into the company fabric
Vera Bradley, the leading designer of women’s handbags, luggage, fashion, and home accessories, has taken listening to its customers to the next level by embracing customer experience feedback across the brand experience. Attendees will learn how the team at Vera Bradley integrated its Voice of Customer (VOC) program throughout the organization — as well as how they use segmentation to understand what matters to specific audiences — to maintain best-in-class customer satisfaction levels.
Hidden Treasures: Uncovering CX insights with ForeSee Survey data
With a mission to ensure that every shopping experience is worth the customer’s time, money and effort, JCPenney understands the value of listening to its customers, but wanted to improve the way it was identifying problems with customer experience as well as prioritizing improvements. In this session, Sr. Manager of Site Optimization Doug Mitchell will discuss how the organization is leveraging ForeSee Survey data, Custom Passed Parameters (CPPs), and segmentation to recognize and address website performance and CX issues. Attendees will also hear the awesome story of an organization that has put the customer, and CX, at the center of its brand transformation — a top-down approach beginning with JCPenney’s CEO.
How to build a cross-functional team to boost customer experience
It’s easy to say the customer is at the center of your business, but unless you build a formalized customer-first culture across the entire organization — and measure the experiences you deliver at every touch point — you may be missing the mark. In this session, Gander Mountain will share its journey to true customer centricity, and how it has leveraged multichannel VOC insights to get there. Attendees will learn specific strategies and tactics, including: how the formation of a multi-channel, cross-functional team helped improve performance across all channels; how building detailed action plans helps turn VOC data into tangible results; how to secure executive buy-in; and how to ensure that your team reaches its goals.