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157: USA Today Network’s VoC Program, CX Metrics, And Dashboards
This episode is a continuation from last week's discussion with Amy Shioji, VP Customer Experience & Insights at USA Today Network. You'll learn:
How USA Today has structured its CX measurement program and what metrics they use.Which platforms they use to collect feedback.
How they leverage feedback to guide the design of products/features/services.
How they customize dashboards for teams across the organization.
Relevant Forrester research:
"How To Build Your Voice Of The Customer Program"
"How To Drive Action With Your Voice Of The Customer Program"
View all episodes
By Forrester
4.8
4949 ratings
This episode is a continuation from last week's discussion with Amy Shioji, VP Customer Experience & Insights at USA Today Network. You'll learn:
How USA Today has structured its CX measurement program and what metrics they use.Which platforms they use to collect feedback.
How they leverage feedback to guide the design of products/features/services.
How they customize dashboards for teams across the organization.
Relevant Forrester research:
"How To Build Your Voice Of The Customer Program"
"How To Drive Action With Your Voice Of The Customer Program"
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