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The Customer Always in the Room: Don't Own VoC, Facilitate It

When your leadership debates a new initiative, is the voice of the customer actually in the room?

Not presented after they've formed a hypothesis. Not requested when they want confirmation. Always there. Part of the regular feed of information shaping how they think. 

That's the power of facilitation over ownership. 

Let 2026 be the year you stop owning VoC and start facilitating it. The most effective insights teams aren't the ones who control every answer–they're the ones who democratise access so stakeholders can investigate for themselves.

Join us for a strategic conversation about building infrastructure that makes this possible. 

 

 

 

We'll explore together:

✓ The "facilitate, don't own" philosophy - Moving from bottlenecks and confirmation bias to continuous improvement cycles

✓ The psychology of decision making - How to embed VoC so it's there in stakeholders' brains before hypotheses form, not after

✓ How to build a model you're proud to show - Transparent, customisable qual analysis that builds confidence

✓ What democratisation actually looks like - Live Power BI demo showing how customisation drives adoption

Perfect for:

  • Insights and CX leaders who want to move from bottleneck to enabler

  • Transformation leaders focused on embedding customer intelligence into decision-making naturally

  • Analysts who want stakeholders investigating for themselves (empower them to find insights)

  • Anyone using Wordnerds who wants to unlock the facilitation model through Power BI

What you'll receive:

  • Theme Bank Assessment Framework (multi-dimension scorecard, customisation readiness diagnostic)

  • Access to Learning Workshops (practical theme build programme)

Webinar Details:

🕐 Duration: 60 minutes (including Q&A)
🎤 Speakers: Pete Daykin (CEO), Zoe Wilson (Customer Success), Izzie (Product)