CXN Live: Customer Insights & Data Analytics 2021 | CX Network | 14 September 2021 | 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.

2021 Speakers

Kitty Xu, PhD
Senior Quantitative User Experience Research Lead, Pinterest

Joshua Tye, CSSGB, CDTP
Senior Customer Operations Lead, Cash App

Tugsad Karaduman
Head of Digital Customer Experience, Coca Cola Icecek

Derek Eccleston
Director Expert Insights, InMoment

Simon Fraser
VP of Customer Experience Strategy, InMoment EMEA

David Geffen
VP Product Marketing, Glassbox

Edwin Goodwin
Associate Product Manager, Rocket Mortgage

Ed Creasey
Director of Pre Sales, Calabrio

Ranjan Kumar
Founder and CEO, Entropik Tech

Koren Stucki
VP Strategic Consulting & Enablement, Clarabridge

2021 Sponsors

• Calabrio
• In Moment
• Glass Box
• Entropik Tech
• Clarabridge
• Intercom