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.

 

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Jenny Dempsey is the Consumer Experience Manager for FruitStand.com and Apeel Sciences. With 16 years of building and leading customer service & experience teams, she is also the co-founder of a customer service blog, CustomerServiceLife.com. Jenny has been recognized over the years for her work, including the The ICMI Top 25 Thought Leaders of 2021and accepting the 2019/2020 CloudCherry CX Influencer Champion award. She has a Udemy Professor with her course, "Your Customer Service Toolbox: Best Practices for Beginners" and does customer service coaching on the side. Jenny loves being an auntie to her beautiful niece, travelling the world, singing and hanging out with her toothless rescue cats. She lives in sunny San Diego, CA.

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