Vovici, the leading provider of enterprise feedback management solutions, concluded the second annual user conference, Vision 2011, in Reston, Virginia. The event kicked off on May 18 and attracted more than 200 customers, partners, loyalty professionals and analysts from around the globe.
Keynotes and customer-led breakout sessions brought together the best and the brightest to collaborate on Voice of the Customer (VoC) best practices and program strategies. Customers spoke about everything from VoC initiatives that create efficiencies, accelerate product innovation and enhance cross-departmental communication to techniques that produce higher satisfaction rates and improve overall loyalty. Speakers included:
- Jon Windley, Vice President of Client Advocacy and Marc Capri, Global Head of Service Management, Savvis, discussed how Savvis ties their net promoter score and Savvis Advisory council feedback to both their customer corridor initiatives as well as their overarching Lean Six Sigma core process efforts.
- Paul Haight, Senior Manager Voice of the Customer and Jane Riad, Senior Program Manager, Customer Listening at Cisco, discussed how they established and sustain an EFM implementation governing over 6,000 survey authors globally.
- Scott Wherley, Vice President Global Customer Insights at Reed Exhibitions, discussed how Reed’s Customer Insights team set out to formalize a global needs-assessment program and the value that resulted from the detailed targeting that allowed Reed to ensure that the right people attend the right events.
“Vision 2011 was a phenomenal event that reinforces the reason Vovici is the impetus behind the new age of Enterprise Feedback Management,” said Jon Windley, vice president of Client Advocacy, Savvis. “To not only hear from peers about their Voice of the Customer programs and results, but to provide comments and advice to all departments within Vovici, assures all customers that the singular view of the customer is absolutely the shared goal.”
Among the conference highlights:
- Greg Stock, CEO of Vovici, said in his opening address that he envisions the convergence of multi-channel feedback capabilities with social media monitoring and text analytics. This evolution, led by Vovici, will result in strategic listening platforms that will provide a highly evolved and truly comprehensive Voice of the Customer solution.
- Dave Capuano, VP Marketing and Scott Blacker, Sr. Director of Product Management announced the general availability of Vovici Mobile for iPad, iPhone and Android devices as well as the immediate roll out of Vovici Social for Facebook.
- Don Peppers, founder of Peppers & Rogers made it clear that interactions with customers are based on mutual trust and can directly increase customer loyalty. Staff empowered with knowledge and expertise gain that trust.
- The second annual Vizee awards were presented to Aflac, AMD, Autotrader.com, Discovery Communications, Intel, Navy Federal Credit Union and Pure Fishing.
- Entertainment was provided by Art Explosion, featuring world renowned speed painter Michael Ostaski.
“In partnership with our customers, Vovici is driving the convergence of the market that brings together feedback from every possible channel, or listening post, into the Voice of the Customer hub,” said Dave Capuano, vice president of marketing for Vovici. “These two days provide invaluable insight into our customers and how they utilize the Vovici platform to obtain efficiencies and transform business interactions that present multiple ROI opportunities.”
About Vovici
Vovici is the leading provider of intelligent online survey management and feedback solutions. Powerful, scalable and easy to use, Vovici’s solutions help companies engage customers, employees and partners to increase loyalty, facilitate innovation, and influence critical business decisions. More than a thousand organizations worldwide, including more than half of the Fortune 500, rely on Vovici to turn information into action. Visit www.vovici.com for more information.