| INTERNATIONAL HEADLINER | 

Building Customer Trust: The Cornerstone of Lasting Customer Relationships 

• The Science of Customer Trust: Insight into the psychological and emotional factors that underlie trust in customer relationships, and how businesses can leverage these insights to build stronger bonds with their customers. 
• Strategies for Trust-Building: How organisations can proactively build and maintain trust, from transparency and data privacy to exceptional customer experiences. 
• The ROI of Trust: Analyse the tangible benefits of cultivating trust with your customers, including increased loyalty, advocacy, and long-term profitability, and how to measure the return on investment in trust-building initiatives. 

Alex Genov, Head of Customer Research & Insights, Zappos Family of Companies, USA  

Mastering the Voice of Customer: Strategies for Building Effective VoC Programs 

In this hands-on masterclass, Alex Genov will guide attendees through the essential components of a successful Voice of Customer (VoC) program. Participants will gain practical insights and actionable strategies to harness the power of customer feedback and drive business growth. Key workshop topics include: 

• Designing an Effective VoC Program: Learn how to create a structured and holistic VoC program, including the selection of the right feedback channels, data collection methods, and survey design to capture meaningful customer insights. 
• Analysing and Interpreting Customer Feedback: Explore best practices for analysing customer feedback, identifying trends, and deriving actionable insights that can inform business decisions and improvements. 
• Understand the importance of closing the loop with customers: Discover strategies for turning feedback into action and learn how to effectively communicate with customers to address their concerns and demonstrate commitment to their satisfaction. 
• Measuring the Impact: Explore methods for measuring the impact of your VoC program on key performance indicators, customer loyalty, and overall business success. Understand how to quantify the ROI of your VoC initiatives. 
• Continuous Improvement: Gain insights into how to evolve and optimise your VoC program over time, keeping it relevant and aligned with changing customer expectations and business objectives. 

By the end of this workshop, participants will have a deeper understanding of VoC strategies, practical tools for implementation, and the ability to leverage customer feedback as a driver for organisational improvement and growth.