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Art
Dirik
Head of Customer Success
InterSystems
Art Dirik is the Head of Customer Success at InterSystems, a Boston-based Global leader in healthcare technology. He is a seasoned Customer Success leader with over 25 years of experience partnering with Health Care, Retail, and CPG organizations to help them maximize adoption and value from their software investments across a range of domains from supply chain, customer analytics and retail fraud analytics to food waste prevention and health system interoperability. Art has built, scaled, and run Customer Success and Professional Services teams from the ground up at startups to large established organizations.
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30 October 2025 09:15 - 09:45
Amplify your customers' voice to maximize their value and your NRR
Voice of the Customer (VOC) surveys, traditionally viewed as tools focused on improving products, have evolved into powerful systematic ongoing cross functional initiatives led by Customer Success. In this session, we’ll explore how a CS-driven VOC strategy, powered by 6 key metrics, (including NPS), can uncover and quantify internal improvement opportunities and external signs of customer value, satisfaction and risk. Learn how to: - Structure VOC programs that focus on benefits for customers, as well as benefits for internal product, support, sales and services and executive leadership teams - Translate VOC results into actionable internal improvement insights and external customer value gained vs expected insights - Leverage VOC results to strengthen and deepen customer relationships - Incorporate VOC best practices, tips and tricks to maximize success and avoid common pitfalls Whether you're launching a VOC program or evolving an existing one, this session offers practical and proven approaches to improve customer outcomes and your organizational annual revenue retention rate.