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Webinar Recording

Panera Bread - Voice of the Guest: Guiding a Transformative Approach to Guest Experience

Experience 21 Session On-Demand

An effective listening program is critical in anticipating guests’ needs, reducing friction and creating moments of differentiated delight. Capturing feedback is only the first step. Learn how Panera evolved their VoG program from a single source survey to a holistic virtuous listening cycle designed to drive action for near term improvement and guide the long-term transformational approach to Guest Experience.

Featured Speaker:

Darla Johnson, Director of Voice of the Guest – Panera Bread

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Thank you for your interest in our Experience 21 session on-demand.

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Related Resources

Brochure

Employee Activation
Employees are the face of the organization and hold the key to the ideas and innovations that can elevate the business. The right listening program not only surfaces areas that need to be improved; it can reveal root causes, as…

Webinar Recording

Boosting CX Impact through Personalization ft. Walgreens & Fred Reichheld
Personalization has quickly risen as a top priority for brands as they work to increase engagement, trust, and customer loyalty — driving an emotional connection and true differentiation in a vastly competitive marketplace. Watch this exciting meeting of the minds…

Report

The 2024 State of CX Personalization Report
In 2024, CX practitioners are making personalization their top priority. Medallia Market Research and Customer Experience Professionals Association (CXPA) recently partnered to better understand exactly how CX professionals across the globe are thinking about applying personalization in their organizations. This…

Guide

Your Official Guide to Personalizing Customer Experiences
Personalizing experiences has quickly risen as a top priority for organizations to increase customer loyalty and retention. Achieving this, however, remains a challenge. In fact, only 24% of CX practitioners rate their efforts as highly personalized. Much of the challenge…