boXenstopp

From Traditional VoC to Unified CX Management: How Sprinklr Is Redefining Customer Feedback Management / boXenstopp #48

Capturing the voice of the customer only creates value when it leads to meaningful action. Yet many organizations still struggle to turn customer feedback into measurable improvements. At the same time, the customer feedback management market continues to consolidate, with the acquisitions of InMoment by Forsta and Forsta by Qualtrics reshaping the landscape.   Meanwhile, Unified CX platform provider Sprinklr is expanding its offering with Customer Feedback Management capabilities. But is this a game changer? What does it mean for existing Sprinklr customers and for organizations evaluating their future CX strategy?   Join Stefan Kolle, customer feedback expert and advocate for customer-centric transformation, Ralf Graf, CX Operating Model evangelist, and Dr. Burkhard Berge, Director of the Sprinklr Practice at infinit.cx, as they discuss the future of customer feedback management, the evolution toward Unified CX, and the opportunities this shift creates for organizations.   As always, the session will be moderated by Kai Nörtemann. Bring your questions and join the discussion. We look forward to seeing you there!

Experten

Stefan Kolle
(Practice Lead Advisory @ infinit.cx)

has been working for more than 15 years as a customer strategist, voice-of-the-customer advocate, passionate listener, NPS practitioner, and innovator. He develops practical ideas and concepts that help organizations create outstanding customer experiences and achieve measurable results: more loyal customers, happier customers, and stronger advocacy.
 
His focus is on turning customer insights into meaningful action and helping organizations build customer-centric strategies that deliver lasting business value. His motto: “Cut the crap.”

Ralf Graf
(Lead Consultant Futurelab @ infinit.cx group)

inspires, empowers, and supports teams and organizations in creating and sustaining outstanding, seamless customer experiences. He achieves this by uncovering meaningful customer insights, developing profitable CX strategies, fostering customer-centric cultures, and implementing collaborative ways of working.
 
Over more than two decades of transforming customer experiences for leading international brands, Ralf has built extensive expertise across the CX landscape. His passion lies in helping organizations turn customer understanding into action, enabling them to deliver exceptional experiences while creating sustainable business value.

Dr. Burkhard Berge
(Director Sprinklr Practice @ infinit.cx)

has been part of infinit.cx and its predecessor organizations in a variety of roles since 2001. Drawing on extensive experience in test-driven development, as well as project and program management, he now drives business planning and the strategic partnership with Sprinklr as Director of the Sprinklr Practice.
 
Burkhard excels at building bridges between marketing, sales, and project teams, working closely with Sprinklr to create meaningful customer experiences. His goal is to turn ideas into tangible business value while actively helping shape the future of customer experience for his customers.

Moderator

Kai Nörtemann
(Head of Marketing @ infinit.cx)

brings more than two decades of experience in the contact center industry, spanning application engineering, project management, consulting, presales, and portfolio management. He is also a respected blogger and industry analyst.
 
Passionate about customer service and customer experience, Kai examines both the potential and the limitations of digital transformation. With a background in physics, he sees independent thinking and action as the foundation of meaningful progress and believes that authenticity is the key to lasting credibility.