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Voice of Customer with Sam Wallace of Junior Adventures Group

Discover how Junior Adventures Group revolutionised their programs with real-time feedback and data-driven decision-making using Resonate CXM. Key Takeaways: Real-Time Feedback Integration: JAG moved from annual surveys to continuous feedback loops, ensuring timely responses and interventions. Data-Driven Decision Making: The insights provided by Resonate CX empowered JAG to make strategic, data-backed decisions. Proactive Issue Resolution: AI-driven analytics enabled JAG to identify and resolve issues early, preventing escalations and maintaining high satisfaction levels. Enhanced School Partnerships: By leveraging data, JAG improved collaboration and communication with schools, leading to stronger partnerships and better outcomes. Future-Ready Programs: JAG developed programs that truly resonated with families, aligning with their needs and expectations through continuous feedback. Improved Learning and Development: Insights into NPS drivers allowed JAG to rapidly enhance their learning and development programs, benefiting children’s overall experience. Increased Parental Advocacy: Understanding the reasons behind feedback fostered honest conversations with parents, transforming them into long-term advocates for JAG. Timestamps: 0:00-1:08 Intro 1:09-2:05 About Junior Adventures Group 2:06-3:30 Launching the CX program 3:31-4:47 Embarking on the Voice of Customer Program and Relationship Program 4:48-7:10 Favorite features 7:11-8:49 Who uses the CX data 8:50-10:30 AHA moments 10:31-11:42 Positive impacts 11:43-12:13:15 What’s next for JAG 13:16-13:47 Outro Learn more about how Resonate.CX can transform your organisation’s customer experience and drive meaningful change.