Joan is a Managing Director and leader of Protiviti Digital, which includes strategy, transformation, customer experience, creative, and technology. She has over 20 years of applied experience across both the digital and customer landscape, guiding CMO’s and Digital leaders in transformational initiatives that drive improved experiences and growth. Before joining Protiviti, Joan was a Managing Director leading Digital and Marketing Transformation with Accenture Interactive, where she led a practice focused on transformational digital, marketing, and experience-led projects across North America for Fortune 500 brands. Prior to that, she led Director of Customer Relationship Management and Database Marketing at Warner Bros.
Expectations are high when it comes to customer service and support. That’s why brands are turning to automated sentiment analysis for help.
From the customers’ point of view, they want experiences that are simple and relevant, meet their needs and they want to feel valued. When launching new products that need to find an audience, brands should prioritize initiatives that will help quickly prove hypotheses around the optimal experiences for their target audience(s). This can be money well spent in terms of avoiding potential lost revenue due to delays in gaining market traction. Brands that focus on customer experience despite the economy’s downturn will be better positioned to weather the storm.