Knowledge - Insights: Chair Reports

Chair’s Report: VOE, VOC, VOB? Listen to the voices and build trust

By Jo Moffatt, Co-Strategy Director and Radio Show Host, Engage for Success, and Managing Director, Woodreed

Delegates in the Customer Engagement Summit in Hall 4 heard a lot of voices talking about voice. The power of voice, the impact of voice, the tone of voice. The voice of employees (VOE),
the voice of customers (VOC) and even the voice of bots (VOB)! A recurring theme being how listening to voices and speaking with an authentic voice is a key driver of trust.

Chair, Jo Moffatt, Co-Strategy Director and Radio show host at Engage for Success opened the day’s session with ‘Engagement, Experience, Loyalty – Does it Matter?’ She argued that with low productivity, appalling trust levels and poor employee engagement UK plc should concentrate on taking action, rather than debating terminology. With examples from across a range of sectors, Jo outlined the Engage for Success Four Enablers model as a simple lens through which to address the problem and leverage the direct link between customer experience (CX) and employee experience (EX).

‘A relationship? Engagement? Or a casual fling? What do customers really want from us, and how do we attempt to give it to them?’ Ben Kay, Director of Brand and Customer Engagement, Ex Thames Water shared his model for engaging customers – Context, Relevance, Value, Channel and Mode are all important, but trumping all of these for Ben was authenticity. As well as the obligatory Thames Water fat berg picture, Ben was all about building emotional engagement and trust with authenticity. Does your brand pass the ‘Dad dancing’ test?

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Chair Report- Customer Engagement Summit 2019- Jo Moffatt

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