A Conversation with Airbnb: Understanding the Voice of the Customer

Thursday, February 25, 2021
10am PST / 1pm EST


The need to balance efficiency with delivering great Customer Experiences is a challenge for any global support organization. It takes a commitment to powerful vision, supported by technology that enables teams around the world to effortlessly serve the customer in dozens of languages throughout effective channels. It takes a strategy that accounts for different business needs, changes in stakeholders, and a continuous rollout of new products and policies across the organization.

All of this generates organizational noise and competing priorities presenting an incredible balancing act for any Voice of the Customer program.

Register now

Join this MasterCast to learn how Airbnb has operationalized the Voice of the Customer throughout their organization by successfully navigating through these four key balancing acts:

  • Capturing feedback that is Fit for Purpose
  • Implementing multiple metrics to meet nuanced needs across the business
  • Leveraging quantitative and qualitative data, including impact scores and customer stories, to generate customer insights and gain stakeholder interest
  • Knowing when it’s better to NOT have balance

Speakers

Medallia

Desirree Madison-Biggs
Customer Experience Leader
Founding Member of CXPA

Medallia

Raj Sivasubramanian
Voice of Customer Program Manager
Airbnb

Medallia

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