Beyond the Voice of Customer: How Richer Customer Signals Can Improve Continuous Improvement

Webinar Registration

Our Presenters: Volker Probst and Annette Behrensmeyer

Thursday, June 18, 1 pm ET

Continuous Improvement frameworks have long recognized the importance of Voice of Customer (VOC). In this webinar, Resonance Growth Partners explores how CI leaders can use unsolicited, richer customer signals to identify operational friction earlier, strengthen improvement prioritization, and create more connected learning across teams and functions.

Through practical examples, participants will see how integrating customer understanding directly into CI efforts can improve customer experiences, employee alignment, and business performance.

Check out a preview of the webinar here.

About the Presenters:

Annette Behrensmeyer

Annette brings more than a decade of experience designing enterprise CX strategies, analytics frameworks, and feedback-to-action operating models across different businesses. A global CX leader and Forrester Certified CX Professional, she has unified customer-facing functions under shared goals, embedded customer insight into executive decision-making, and guided organizations through CX maturity transformations globally. Having worked both inside a leading CX platform provider and as a senior CX executive, she knows where traditional VOC approaches create value - and where they quietly limit impact.

Volker Probst

Volker brings 25+ years of experience turning customer insight into action at enterprise scale. As a former global CX and Operational Excellence executive, he has designed and led CX improvement systems that move organizations toward signal-based, behavior-driven experience improvement. His work has helped global organizations reduce friction across critical journeys, and translate customer signals into operational change—delivering lasting gains in business impact, experience, and engagement. Creating a tailored experience system, he helps CX teams move from listening to customers to fixing what actually breaks the experience.