In Their Own Words: why open-ended feedback matters and how to manage it effectively

In Their Own Words: why open-ended feedback matters and how to manage it effectively

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Expedia Group today has a global Customer Experience program covering 10+ Expedia Group brands, five product lines (hotels, flights, car, cruises and activities), and capturing feedback across 30+ geographies. Feedback received through surveys, reviews, chats etc. includes millions of unstructured data (open-ended verbatims) that need to be transformed into actionable insights. This presentation will share some of the best practices to adapt when it comes to organizing, structuring and reporting your customers’ open-ended feedback including such topics as change management, governance, process implementation etc.

Victoria Gnatoka, Customer Experience Operations Manager at Expedia

Victoria Gnatoka is a Customer and Strategy focused professional with almost ten years of experience assisting senior leaders in strategic planning by putting customer first. A learner by nature with endless curiosity to explore the why behind the what, she brings value with a strong analytical, project management and cross-functional skill set. Victoria is most passionate about managing complexity and assisting stakeholders through effective communication and customer insights presentation.