From Feedback to Action: Creating a Comprehensive Strategy for Utilizing VoC Feedback to Enhance Customer Experience and Drive ROI
Discover the power of the Voice of the Customer (VoC) in driving Customer Success and enhancing operational benefits. Join Southern California Edison’s Customer Experience Insights and Strategy Team as they delve into creating a comprehensive VoC strategy for data-driven decision-making and improving customer experience. Learn about partnering with process owners to ensure feedback is acted upon, the integration and scaling of SCE’s VOC “close the loop” process, tracking improvements, and collaborating on ROI calculators. Explore how leveraging customer feedback fosters meaningful change, identifies pain points, and supports customer-centric thinking, ultimately driving continuous improvement based on the customers’ voice.
Stacey Rosen-Sturgis, CX Insights and Strategy Sr. Advisor, Southern California Edison
Stacey Rosen-Sturgis is a seasoned professional with over 25 years of experience in Customer Care, recognized for her expertise in the Voice of Customer (VoC) program and closing the loop to deliver exceptional customer experiences. With a strong foundation in Customer Service at Southern California Edison for the past 13 years, spanning from billing operations to the Business Customer Division, as well as an active role in continuous improvement advocacy teams as a certified Green Belt, she has leveraged her experience and relationships across the company to operationalize customer feedback, leading to significant short- and long-term improvements and fostering a truly customer-centric organization. For the past 4 years, she has been leading the charge as part of the Customer Experience Insights team and successfully developed and implemented a comprehensive streamlined VoC ‘close the loop’ (CTL) strategy, effectively driving action and linking CTL actions to ROI.