Why Everyone Should Listen: Suvi Lindfors on Future-Proofing Businesses

Introduction

In the latest episode of the CX Goalkeeper Podcast , Gregorio Uglioni welcomes Suvi Lindfors , co-founder of Lumoa , a luminary in the field of customer experience, to dissect the pivotal role of Voice of the Customer (VoC) technologies. With a rich background that traverses from consultancy to spearheading VoC initiatives at major corporates, Suvi sheds light on the transformational power of integrating VoC and Voice of the Employee data across businesses.

Suvi Lindfors

With over two decades in customer experience, starting before "CX" became a buzzword, Lindfors's journey from building customer-centric processes to innovating VoC practices at Nokia and later Microsoft, underpins her advocacy for empowering employees through data-driven decision-making.

Deep Dive into Key Topics

• The Essence of VoC: Broadening the scope beyond survey results to encompass all customer feedback channels.
• Empowering Employees: The strategic advantage of democratizing VoC data access across an organization.
• Navigating Challenges: Overcoming data silos and trust issues to foster a culture of inclusivity and informed decision-making.

3 Key Learnings

1. Actionable Insights: Making VoC data actionable for every employee enhances decision-making.
2. Data-Driven Culture: A culture where decisions are backed by customer insights is crucial.
3. Future of VoC: The importance of including diverse voices in VoC data to drive innovation.

3 Best Quotes from Suvi Lindfors

1. "Empowering every employee is key to unlocking VoC data potential."
2. "VoC is not just about collecting data; it's about making that data work for your strategy."
3. "The future of CX lies in breaking down the walls between customer data and action."

Golden Nugget

"Understand the customer's pain without being prescriptive based on your solutions. Dive deep into their experiences to truly address their needs."

About the Podcast

This episode is a must-listen for CX professionals aiming to leverage VoC for business transformation. Subscribe and follow the CX Goalkeeper Podcast for more insights, and share your feedback to help shape future discussions. Explore this episode and more:

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This episode offers actionable insights for organizations seeking to harness the power of VoC and employee feedback to foster a customer-centric culture and drive strategic decision-making.