Using a Holistic VOC to Unleash Customer Feedback Already in Your Contact Center and Boost Both NPS and CSAT

Moderator: Eric Weight, Head of Experience Consulting, NICE Satmetrix

Meet the Panelists ›

The contact center plays a critical role in CX initiatives. With holistic, omnichannel insights that connect customer journeys with touch points across the enterprise, you can close the loop in real time on customer issues and guide strategic improvements where they will matter most.

View the replay to learn how to capture and operationalize a more complete spectrum of customer feedback – to increase satisfaction, loyalty, advocacy, and reduce churn. Our panel of experts discuss three things that you can start doing today to transform fragmented feedback collection routines into a game-changing omnichannel VOC program.

Replay the Webinar:

Watch the roundtable webinar to learn:


Who are the stakeholders across the business that will shape your holistic VOC?


What is the data and technology needed to get to the moments of truth that matter most?


How can automated actions using case management increase loyalty, and reduce customer churn?

Meet the Panelists:

Kathryn McGavick

Kathryn McGavick

Portfolio Value Principal, NICE

Kathryn has built customer service strategies across almost every service delivery channel, with over 25 years of experience leading contact centers and vendor management for large enterprises like Bank of America, to mid-sized businesses and start-ups.
Seema Kohli

Seema Kohli

Omnichannel CX Consultant, CXcel

Seema brings a focus on transforming customer and partner experience at global high tech companies such as Sun, Microsoft, and Facebook.
Mark Ungerman

Mark Ungerman

Product Marketing Director, Nice inContact

Mark is focused on solutions that help small businesses improve customer experience and lifetime value, with a background building product strategies for global brands including Symantec, Intuit, and Solarwinds.
Hayley Kitson

Hayley Kitson

Experience Consultant, NICE Satmetrix

Hayley helps clients in the UK, US and Asia to drive CX transformation that improves the bottom line for telecom, financial, retail, and healthcare brands.