Meeting Archive:
How to Drive Profitability and Business Growth with Your Transactional Survey Programs

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Meeting Description:

Historically, transactional surveys have been used to measure customer experience for the purpose of improving customer satisfaction.  The result?  Multiple surveys; lots of data; no way to connect it to business outcomes.  Many call this being “data rich and information poor.”  On November 9th 2011, industry analysts and top business executives will speak on best practices and techniques for turning transactional survey data into actionable insights that drive growth and profitability across the entire organization.   This hard-hitting, information packed webinar is designed for survey department heads / customer experience executives who are looking to find ways to speed up data analysis, link feedback to business processes, and  make a contribution to the bottom line. 


You can expect to learn:


  • How Nicor National drove profitability in their customer service department
  • Techniques for connecting transactional survey data with business outcomes
Andrew McInnes, Analyst, Forrester Research
Barbara Porter, Vice President of Customer Service, Nicor National

Chris Cottle, Vice President, Allegiance

Date: Wed, Nov 9, 2011
Time: 12:00 PM CST
Duration: 1 hour
Host(s): Anna Carbonara
 Presenter Information
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Andrew McInnes
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Andrew McInnes is an Analyst for Forrester Research who has become a well known expert in the fields of the customer experience, enterprise feedback management, and voice of customer. 


Barbara Porter
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Barbara Porter is the Vice President of Customer Service at Nicor National.  Barbara oversees Nicor’s call centers, is a member of the J.D. Power Call Center Roundtable of Champions, and frequently lectures on the link between cultures and customer engagement, creating a positive call center culture, and using soft skills to drive hard numbers.


Chris Cottle
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Chris Cottle is a voice of customer strategist and advocate. He leads the marketing and product management teams at Allegiance, a ‘voice-of-customer-intelligence’ firm that was ranked by Inc. Magazine as the fifth fastest-growing private software company in the US in 2009, and was recently ranked a “Top 10” leader by Software Magazine.