CLOSING THE CUSTOMER FEEDBACK LOOP: Turn Insights into Action

Learn how to effectively Close a Customer Feedback Loop and to master proven tactics for completing the cycle from gathering insights to driving improvements.

Our Global Head of SurveySensum, Tanuj Diwan, in this session will reveal real-world examples through case studies for successfully closing the feedback loop and help you transform into a customer-centric organization that turns voices into value and feedback into future success!

Key discussion points:

– Importance of closing the feedback loop and responding to customer feedback.
– Difference between inner loop (frontline resolution) and outer loop (complex issues requiring cross-functional coordination).
– How to set up processes to capture, analyze, prioritize and act on customer feedback.
– Tips to get leadership buy-in and make feedback loop programs success.

About the Speakers

Tanuj Diwan

Global Head of SurveySensum

A CX enthusiast and a Product leader who loves to dig into customer problems and mix innovation, design, data, and technology to build solutions that customers love. He believes that great products are not built by accident—it involves passion and commitment to constantly sketch new ideas and execute them to drive the product forward. At SurveySensum, along with a vision to make feedback more actionable for the Product and CX teams, he also focuses on learning new things, working cross-collaboratively with teams and instilling them with a ‘customer first’ mindset.