Verint is Going Virtual. Learn more about our Virtual Customer Engagement Conference and how we can help you succeed in these extraordinary times. Join us May 20-21.

X

Harnessing Cross-Channel VoC to Improve Customer Retention

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.

 

Presented by:

Adam Shapourian

Director, Customer Experience

Gannett | USA TODAY NETWORK