|Event Date||Tue Sep 14 EDT - Wed Sep 15 EDT (5 months ago)|
|Location||Free Online Event|
Enhancing Customer Experience, Engagement
and Retention through Data Analytics
Given the seismic changes in customer behavior driven by the pandemic, historical data in effect became redundant overnight as businesses instead had to make sense of what was happening in real time.
Those businesses with the most established customer data frameworks were therefore much better equipped to respond to these changes and deliver the experiences their customers needed in difficult circumstances.
Will be focused on:
• Personalization – leveraging data to make customer experiences as relevant to the individual as possible.
• Data infrastructure – ensuring that your data is easy to use through effective data integration, governance and audience management.
• Customer Journey Management – identifying both key touch points and fracture points to prioritize for investment.
• Customer Feedback – tapping into surveys, sentiment analysis and website behavior to identify opportunities.
Kitty Xu, PhD
Senior Quantitative User Experience Research Lead, Pinterest
Joshua Tye, CSSGB, CDTP
Senior Customer Operations Lead, Cash App
Head of Digital Customer Experience, Coca Cola Icecek
Director Expert Insights, InMoment
VP of Customer Experience Strategy, InMoment EMEA
VP Product Marketing, Glassbox
Associate Product Manager, Rocket Mortgage
Director of Pre Sales, Calabrio
Founder and CEO, Entropik Tech
VP Strategic Consulting & Enablement, Clarabridge
• In Moment
• Glass Box
• Entropik Tech