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Why Feedback? Cisco WebEx Integrates Voice of the Customer to Increase Retention and Enhance Business Processes.

Why Feedback? Cisco WebEx Integrates Voice of the Customer to Increase Retention and Enhance Business Processes.
In this webcast, Kathryn Williams, Senior Manager, Customer Experience and Loyalty of Cisco WebEx will share the strategic impetus behind Cisco WebEx's decision to implement a voice of the customer program that has resulted in increased customer satisfaction, reduced costs, and increased customer loyalty.
Kathryn will discuss:
  • The evolution of Cisco WebEx's customer satisfaction and loyalty program.
  • The reports and alerts that generate action in the business.
  • How the program has delivered cost savings and increased revenue to different parts of the business
In addition, Gary Schwartz, VP Product Marketing of Confirmit, will discuss the advantages that attitudinal data brings to companies that implement Enterprise Feedback Management solutions, and how you should consider the 'moments of truth' in the overall customer experience to optimize the value of the program.

Presenters

  • Marla Chupack

    Moderator, American Marketing Association

  • Kathryn Williams

    Sr. Manager, Customer Experience and Loyalty, Cisco-WebEx

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Last-Modified: Tue, 19 Jul 2011 23:13:58 GMT

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