Episode 10: An Introduction to Voice of the Customer

From the conversation, please find links to the following content:

• Mazen's CMSWire Article: Converge Customer Experience and Digital to Thrive in 2021
• West Monroe's Quarterly Executive Poll - 2021 Q1
• West Monroe POV: The promise of agile, multidisciplinary teams is real

We would love to hear your thoughts on your own trends or predictions for 2021, or how your organization is positioning itself to thrive this year. Email us at thisiscx@westmonroe.com or message us via social:

• Mike Manfredo: @mmanfredo0528, https://www.linkedin.com/in/michaelmanfredo/
• Mazen Ghalayini: @MazenGhalayini, https://www.linkedin.com/in/mazenghalayini/

If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on iTunes or Spotify.

For more information about Nick Mehta and his perspectives, please visit his website:

https://www.mehtaphysical.com/

Paul and Mike would love to hear your thoughts on how your organization has seen how your Customer Experience and Customer Success functions have been built and coexist, including best practices or lessons learned! Email us at thisiscx@wmp.com or message us via social:

• Paul Hagen: @PaulHagen, https://www.linkedin.com/in/hagen2020/
• Mike Manfredo: @mmanfredo0528, https://www.linkedin.com/in/michaelmanfredo/

If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on iTunes or Spotify.

For more information about Tiffani Bova, please visit her website:

http://tiffanibova.com/

Paul, Mike, and Mike would love to hear your thoughts on how your organization has begun to re-position itself for growth during the COVID pandemic, including best practices or lessons learned! Email us at thisiscx@wmp.com or message us via social:

• Paul Hagen: @PaulHagen, https://www.linkedin.com/in/hagen2020/
• Mike Manfredo: @mmanfredo0528, https://www.linkedin.com/in/michaelmanfredo/
• Mike Rowland: https://www.linkedin.com/in/mikerowland/

If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on iTunes or Spotify.

For those interested in learning more about Digital Product and Transformation and West Monroe's capabilities to help organizations, please use the following link for a more information:

WMP's Digital Transformation Offerings

Paul and Mike would love to hear your thoughts on how your organization has changed the way it works to drive digital and customer experience, including best practices or lessons learned! Email us at thisiscx@wmp.com or message us via social:

• Paul Hagen: @PaulHagen, https://www.linkedin.com/in/hagen2020/
• Mike Manfredo: @mmanfredo0528, https://www.linkedin.com/in/michaelmanfredo/

If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on iTunes or Spotify.

For those interested in learning more about Customer Service Excellence and West Monroe's capabilities to help organizations, please use the following link for a more information:

WMP's Customer Experience Offerings

Paul and Mike would love to hear your thoughts on how you're best enabling your customer service professionals in a remote work environment, including best practices or lessons learned! Email us at thisiscx@wmp.com or message us via social:

• Paul Hagen: @PaulHagen, https://www.linkedin.com/in/hagen2020/
• Mike Manfredo: @mmanfredo0528, https://www.linkedin.com/in/michaelmanfredo/

If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on iTunes or Spotify.

For those interested in learning more about Customer Service Excellence and West Monroe's capabilities to help organizations, please use the following link for a more information:

WMP's Customer Experience Offerings

Paul and Mike would love to hear your thoughts on how you've seen Customer Experience and Customer Success start to come together! Email us at thisiscx@wmp.com or message us via social:

• Paul Hagen: @PaulHagen, https://www.linkedin.com/in/hagen2020/
• Mike Manfredo: @mmanfredo0528, https://www.linkedin.com/in/michaelmanfredo/

If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on iTunes or Spotify.

For those interested in learning more about Customer Success and West Monroe's capabilities to help organizations, please use the following link for a more information:

Delivering on Customer Success

Paul and Mike would love to hear your thoughts on how you've seen Customer Experience and Customer Success start to come together! Email us at thisiscx@wmp.com or message us via social:

• Paul Hagen: @PaulHagen, https://www.linkedin.com/in/hagen2020/
• Mike Manfredo: @mmanfredo0528, https://www.linkedin.com/in/michaelmanfredo/

If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on iTunes or Spotify.

For those interested in learning more about Customer Success and West Monroe's capabilities to help organizations, please use the following link for a more information:

Delivering on Customer Success

Paul and Mike would love to hear your thoughts on how you've seen Customer Experience and Customer Success start to come together! Email us at thisiscx@wmp.com or message us via social:

• Paul Hagen: @PaulHagen, https://www.linkedin.com/in/hagen2020/
• Mike Manfredo: @mmanfredo0528, https://www.linkedin.com/in/michaelmanfredo/

If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on iTunes or Spotify.

For any bibliophiles, these trends are also highlighted in Paul’s interview for the CMSWire article:

 What to Expect From CX in 2020: 3 Accelerating Trends.

Paul and Mike would love to hear your thoughts on trends or wishes for 2020! Email us at thisiscx@wmp.com or message us via social:

• Paul Hagen: @PaulHagen, https://www.linkedin.com/in/hagen2020/
• Mike Manfredo: @mmanfredo0528, https://www.linkedin.com/in/michaelmanfredo/

If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on iTunes or Spotify.

As mentioned during the episode, the survey outcomes and five strategies discussed to quantify the ROI/value of CX can be found in Paul's latest research article available for download at the following link:

Quantifying the ROI of Customer Experience

If you enjoyed this episode, please consider rating and reviewing the podcast. We’d love to hear your feedback. You can also subscribe to the podcast on ITunes or Spotify.

Additionally, as Paul and Mike invited during the episode, please share your highlights or takeaways for 2019 by emailing us at thisiscx@wmp.com or finding Mike and Paul on social media (Twitter, LinkedIn, etc.)