Anthony Chang, Business Platform Lead for Consumer Care at Versuni, discusses how contact centers can transition from cost centers to growth drivers by leveraging the voice of customer data. He highlights the role of advanced analytics and collaboration in boosting customer lifetime value and unlocking new revenue opportunities.

“The missed opportunity lies in the goldmine of voice of customer data, which is more difficult to analyze but ultimately pertains to your specific customers. It’s about the people buying your products and who you could convert into the most loyal consumers if you understand what they want, what they are struggling with, and address those needs specifically.” - Anthony Chang

Customer Lifetime Value (CLV) is crucial for businesses, enhanced by Voice of the Customer (VoC) insights. Anthony Chang highlights VoC's role in fostering advanced personalization, and improving customer experiences and loyalty. Contact centers are becoming strategic hubs, using VoC data to strengthen relationships and drive growth. Chang emphasizes VoC operations as key to meaningful connections and measurable business success.

Filip Popovic, Head of Relationship Centre at Avon, shares how reframing a call center as a “relationship center” can elevate organizational interactions. He emphasizes forming strong connections with representatives and customers to drive loyalty. He reflects on two decades of hands-on experience across multiple roles. Leaders will gain perspective on cultivating trust and deeper engagement.

"We are the voice of our consumers, and that’s a very difficult role because you are like a bomb in a management team—you are the one complaining. Our role is to be an advocate for our consumers, and everyone should play that role with consistency. No compromises." – Filip Popovic

Filip Popovic’s insights underscore the transformation of contact centers from cost centers to dynamic experience centers that enhance revenue and customer loyalty. He stresses the importance of cultivating strong relationships with customers and representatives, positioning the contact center as essential for improving customer experience (CX). Filip demonstrates how contact centers can become revenue-generating hubs, encouraging leaders to view the voice of the customer as a strategic asset, fostering cross-departmental collaboration to integrate customer insights into broader business strategies.

Afshan Kinder explores how Chief Customer Officers can overcome internal hurdles to drive growth. She discusses the role of AI, strategic clarity, and frontline insights in enhancing customer engagement. Afshan also provides actionable advice on treating BPO partners as strategic assets and fostering alignment to accelerate organizational success.

“To be forward-thinking, you’ve really got to be transparent. You don’t necessarily have to share all your mistakes, but you need to be clear about what’s working and what’s not, without pointing fingers. We focus on what’s been done well and show how doing things differently can enable you to be prosperous in the future.” - Afshan Kinder

Afshan Kinder’s insights emphasize understanding and engaging employee and customer voices is vital for effective change management. She also mentioned C-suite clarity and a culture of trust is what drives successful transformations. Moreover, treating BPO partners as strategic assets boosts customer experience and success.