PANEL: Customer Feedback: 4 Fresh Practices for Unlocking Employee Potential

Nearly every company collects customer feedback, and most of them think of CSAT or NPS as key metrics to “manage to.” But forward-thinking CX leaders are tapping into feedback’s incredible value as a tool for maximizing employee performance and productivity. How can you use customer feedback as an asset that continually shapes employee mindsets?

How can you operationalize it to keep employees engaged and performing at their highest levels?

Get answers to the above questions and others during this three-member panel discussion, moderated by Ellie Dubbs, Product Strategist, VOC Solutions at Concentrix. Learn about four modern practices for using customer feedback to unleash employee potential, as well as the results leading brands are achieving. You’ll leave with practical suggestions for putting these powerful practices into action.

Speaker Bios
  • Ellie Dubbs from Concentrix

    Ellie Dubbs

    Product Strategist, VOC Solutions - Concentrix

    Ellie consults directly with clients to build industry-leading Voice of the Customer programs that are tailored to their unique needs. She is well versed in Concentrix’s best practices so clients can be sure they’ll receive maximum value from their VOC platform. Prior to joining Concentrix, Ellie worked in the advertising and digital marketing industry, and leverages that experience in her role.

  • Sandra Diggs-Miller

    Sandra Diggs-Miller

    Vice President, Customer Service - Entergy New Orleans, LLC
  • Jim Gallagher

    Jim Gallagher

    Vice President, Customer Care and Fraud - Nordstrom

    Jim joined the Nordstrom team in July 2019 as the Vice President of Customer Care & Fraud. In this role, he supports our 1,200+ team members who interact with Nordstrom’s amazing customers across the multi-channel Nordstrom, Nordstrom Rack, and Trunk Club experiences. Delighting customers and consistently embodying our Nordstrom promise, creating value for our customers, our people and our company. Previous to Nordstrom, Jim spent 19+ years at Microsoft supporting Small Business, Enterprise and ultimately Consumer customers on their journey to create raving fans and empowering every person and organization on the planet to achieve more!

  • Karine H. Poulin

    Karine Poulin

    General Manager, Concierge & Premium Customer Experience - North America Air Canada