Successfully Managing Customer Experience
Combining VOC & UX Testing



Meet Your Speakers: 

Alfonso de la Nuez, Co-CEO and CO-Founder at UserZoom

Alfonso de la Nuez is a Co-Founder and Co-CEO at UserZoom, Inc. Prior to starting UserZoom, he worked for Dell Computers, Icon Medialab (pioneer Web Design and Development agencies from Sweden) and Proxicom. He teaches usability and user-centered design in various universities and academic institutes and is a frequent speaker at conferences. Alfonso also co-founded XperienceConsulting which is the market leader in Spain and one of the most experienced web and mobile usability firms in Europe.

Sarah Foregger, Ph.D., Consumer Insights & Usability Analyst 

Sarah works on the ebusiness side of a well-known BioTech company, supporting ecommerce goals and improving the digital customer experience in web and mobile applications. She loves finding meaning in data, advocating for the customer, and improving the end experience. Sarah works with IA, design, and product stakeholders to refine hypotheses and research questions. Utilizing a mixed methods approach to research design, she aims to reveal and report accurate, actionable insights.

Twitter Hashtag: #uzwebinar

Customer experience has become a critical differentiator in today’s marketplace. There is distinct business value in managing customer experience effectively. This value provides strength in brand preferences, a boost in revenue, and an improvement in customer loyalty. Though customer experience management comes in many shapes and sizes, one major aspect in all of this is User Experience Testing.

Why? Simply because UX testing is part of a greater bond that ensures technologically driven customer interfaces meet customer needs. 

View this webinar on-demand, as Consumer Insights & Usability Analyst, Sarah Foregger, tells a story on how one BioTech company manages their customer experience with consumer insights and usability testing. Sarah shares how they:

  • Addressed customer experience challenges
  • Implemented a Voice of Customer (VoC) study to gather user feedback
  • Conducted UX testing to improve website navigation and information architecture
  • Utilized unmoderated remote user testing to reach an international audience

Case Study of a BioTech Company