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

Date and Time
Thu, Jan 26, 2023
11:30 am - 1:00 pm PST
Ivar's Salmon House
401 NE Northlake Way
Seattle Washington 98105
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In Their Own Words: why open-ended feedback matters and how to manage it effectively

Event Format

Online attendance is via Zoom, and is watch only (we are no longer fielding questions from our Zoom attendees to improve our total participant experience). To register to join online, register below and select “Watch Online” under the “How Will You Attend?” drop down menu.

Our menu at Ivar’s Salmon House for this event is as follows, based on your selection. Sides are seasonal and vary from event to event:
Fish = Cedar Plank Sockeye Salmon
Fish & Chips = Ivar’s Classic Fish & Chips
Salad = Salmon Ceasar Salad
Meat = Cheeseburger
Veggie = Penne Pasta Pomodoro


Presentation Topic

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.


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