Recap with SignalVOC: Building a CX Function From Support

Recently I participated in a virtual event with the wonderful Mary Cleary of SignalVoC, a community that highlights CX leaders across Customer Success, Customer Support, and Customer Experience functions, who are embracing innovative approaches to Voice of Customer. Their mission is to drive a focused conversation about next-generation VoC, what it looks like and how to get there, so that we can all write the 101 book on VoC together.

We had a candid conversation about what it means to build a CX function from a support angle, how to deliver consistent feedback to other departments as well as how and what to measure.

In response to a question about advice I’d give to a new CX leader, I said, “Have you ever been on Mr. Toad’s Wild Ride at Disneyland? Buckle up!”

Thanks, SignalVoC, for having me on and giving the floor for such a great discussion.

You can check out the event recap here.