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Lean AGILE and Voice of the Customer: Aligned for Success!

Presenter: Nathan Gehman, Manager, Advanced Analytics, Aflac, Columbus, GA, USA

Keywords: Agile, Voice of Customer, VOC, Lean

Industry: All

Level: Intermediate


ABSTRACT

The Voice of the Customer (VOC) is usually defined only as surveys and focuses on satisfaction. In this session, Nathan Gehman will speak about his first-hand experience of being a Lean AGILE Product Owner and the benefits of aligning a team within your corporation to focus on a broader set of Voice of the Customer data which can be translated into a broader business case that addresses revenue along with cost savings. Nathan will suggest other types of data that should make up the VOC and how this data can create a more compelling business and internal case for action.

Nathan will address issues including: What type(s) of survey do you send to your customer and what does voice of the customer mean to you? When is the last time you reviewed what your survey was asking and will the questions provide you with actionable feedback? How do you handle the data that your customers respond with? Do you analyze it and send it out to leadership and most important, how do you act on it afterwards to bring their comments to fruition? How do you use contact and website data to reinforce and corroborate survey findings and get Finance and Marketing buy-in?

During this presentation, Nathan will tell you about his journey in Lean AGILE and also the proper alignment within his organization that allowed him to directly impact the customer experience. With the right type of corporate alignment, Nathan was able to drive a customer facing platform “Ease of Use” customer experience from 73% up to 79% during 2016 which was the highest increase seen on that particular platform ever. Learn the simple steps that he used to create customer satisfaction and now has customers writing in stating “thank you for listening” to their comments. It is all about how you utilize your data provided and how you organize a team to engage with other areas to ensure what the customer wants is what the customer gets.

Takeaways:

  • Where to find more actionable VOC data and gain assistance in analyzing it
  • How to improve your surveys
  • How to build a business case based not just on cost but also on revenue and retention
  • How to measure, manage and improve ease of use


Call for Proposals

Proposal Submission Deadline:
October 11, 2019

Acceptance notification date:
November 11, 2019

Early Registration Deadline:
February 11, 2020

Please make sure to review and prepare the material needed before you start the on-line Proposal Submission Form. Click here to see Proposal Submission Guidelines.

Who May Submit: This online form may be used by a principal speaker, co-speaker, contact person, or a committee member submitting on behalf of a speaker.

Multiple Proposals: You may submit multiple proposals.

Conference Registration Fee:
The conference registration fee is waived for the principal speaker of accepted proposals. Speakers are responsible for their travel expenses and arrangements. Co-speakers will receive a 30% discount for the conference that they are presenting at.

Length of Presentations: Technical sessions are typically 35 minutes. There will be a limited number of "double" sessions, 70 minutes, at the end of each day.

You will need the following to submit a proposal

Proposal Title: Maximum 80 characters including spaces. 

Keywords:Please include three keywords with a maximum of 100 characters, including spaces. 

Industry Sector: Please select the most relevant Industry sector for the proposal from a list.

Abstract: The Abstract should be 1,500 to 5,000 characters (note that it is Characters, NOT words), including spaces.

Biography: The Biography must be 1,500 to 5,000 characters, including spaces.

Public Profile: LinkedIn or Public Profile for link for the Principal Speaker: 

Speaker's Photo (optional)

Sample Video (optional)

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