Episode released on: March 25th, 2024
Episode number: E171
RIDICULOUSLY EASY TO DO BUSINESS WITH – David Avrin – THE CX GOALKEEPER – Transformation, Customer Experience, and Leadership Goals
Introduction:
Welcome to a transformative episode of the CX Goalkeeper Podcast, where we deep dive into the future of customer experience through the lens of Voice of the Customer (VoC) technologies. In this episode, host Gregorio Uglioni is joined by Suvi Lindfors, a seasoned expert with over 20 years in the CX field, to explore how VoC and Voice of the Employee data can revolutionize business strategies.
About the Guest – Suvi Lindfors:
Suvi Lindfors boasts an illustrious career in customer experience. From consulting on customer-oriented processes to leading VoC initiatives at a European telco giant and at Nokia, Suvi’s journey through the evolution of CX is nothing short of inspirational. Currently, she champions empowering employees to make data-driven decisions through a SaaS platform designed to democratize access to customer insights. She is a founder of Lumoa
Contact Suvi Lindfors:
Connect with Suvi on LinkedIn to engage with her groundbreaking work on making VoC accessible to every employee, fostering a culture of inclusivity and data-driven decision-making.
Lumoa’s webpage: https://www.lumoa.me/
Follow Suvi on LinkedIn: https://www.linkedin.com/in/suvilindfors/
A Deep Dive into the Content:
- The Essence of VoC: Understanding VoC as more than survey results, encompassing all customer feedback channels to provide a comprehensive view of the customer’s voice.
- Empowering Employees: Highlighting the critical need for all employees, not just customer-facing roles, to have access to VoC data to make informed decisions.
- Overcoming Challenges: Addressing common obstacles in VoC accessibility, such as data silos, trust issues, and GDPR concerns, with practical solutions.
3 Key Learnings:
- Actionable Insights: The significance of making VoC data actionable and accessible to empower employees across the organization.
- Data-Driven Culture: The importance of fostering a culture where decisions are based on customer insights, breaking down barriers to data accessibility.
- Future of VoC: The evolving landscape of customer feedback and the importance of including diverse voices in VoC data to drive innovation.
The 3 Best Quotes:
- “Empowering every employee to make the right decisions is the key to unlocking the full potential of VoC data.” – Suvi Lindfors
- “VoC is not just about collecting data; it’s about making that data work for your strategy.” – – Suvi Lindfors
- “The future of CX lies in breaking down the walls between customer data and those who can act on it.” – Suvi Lindfors
The Golden Nugget
“Strive to understand the customer’s pain without being prescriptive based on your own solutions. Dive deep into their experiences to truly address their needs.”
Dive deeper into the transformative power of VoC with Suvi Lindfors on the CX Goalkeeper Podcast. Subscribe and follow us on Apple Podcasts, Spotify, and YouTube for more insightful discussions. Your feedback is crucial; let us know your thoughts and suggestions for future episodes.
Thank you for joining us on this journey to elevate the customer experience through the power of listening and acting on the Voice of the Customer.
#cxgoalkeeper #businesstransformation #leadership #customerexperience #podcast
Keywords:
CX Goalkeeper, Suvi Lindfors, customer experience, Voice of the Customer, VoC technology, employee empowerment, data accessibility, customer-centric culture, decision-making, business transformation, leadership, actionable insights, innovation, CX strategies, customer service excellence, senior management, C-suite engagement, podcast for CX professionals, Lumoa, Lumoa founder
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