Maurice Gonzenbach
Maurice Gonzenbach is the Co-Founder of Caplena.
October 21 @ 2:00 pm – 2:45 pm
Eastern US Time: 9 am – 9:45 am
With Caplena
- live webinar
- Text Analytics
- Data Analytics
- Sentiment Analysis
- NLP (Natural Language Processing)
- CX Analytics
- Customer Experience (CX) Feedback
- Verbatim Response Coding
- NPS (Net Promoter Score)
Caplena’s case study on how Kia Europe implemented a customer experience measurement approach to drive continuous improvement.
Kia Europe, as a regional headquarters, is responsible for overseeing the brand’s operations in the European market, with a focus on providing high-quality vehicles, innovative solutions and exceptional customer experiences.
In this case study, Maurice will share Kia’s journey establishing a 360-degree CX measurement process involving top management, core functions, local markets and dealerships.
Key takeaways:
- How open-ended responses play a central role in Kia’s customer intelligence approach.
- The power of granular topic x sentiment analysis to clearly understand what drives NPS up or down and take action.
- Best practices from a 360-degree customer intelligence program that supports strategic goals and empowers the frontlines to drive continuous improvement.
Register for this free virtual event
Part of the Insights to Action Summit October 2025
