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Harnessing Cross-Channel VoC to Improve Customer Retention
The Director of Customer Experience at Gannett | USA TODAY NETWORK, an innovative, digitally-focused media and marketing solutions company with unparalleled local-to-national reach, shares the evolution of the company’s robust, omnichannel VoC program by encompassing analytics across its digital properties, contact center, and satisfaction surveys. In addition to building strong partnerships internally to operationalize and democratize actionable customer data, hear how the CX team created an innovative, demonstrable ROI model by proving the relationship between experience metrics and financial performance.
Director, Customer Experience
Gannett | USA TODAY NETWORK