Session Details

eventSeptember 13
schedule10:00 am - 10:00 am
location_on Room 3

Seven Essential Points in the Lifecycle Where You Must Engage Customers!

New CX VoC research findings will provide you with guidelines for deepening customer engagement at seven essential points in the customer lifecycle. Also, learn why today’s CX, personalization and personas are not effective, and yet, in spite of privacy concerns, customers are willing to provide deep explicit preference data in exchange for improved, “smart and authentic” personalization and CX. You’ll discover case studies that illustrate how these best practices are being implemented. These critical insights and guidelines have emerged from thousands of hours of specialized CX VoC research interviews for brands such as IBM, Microsoft, Gilt, Shinola and QVC. After this session, you’ll be able to:
  • Update your strategies with the 7 critical points where B2C and B2B decision makers expect personalized value
  • Understand the Reciprocity of Value equation for engaging customers to provide deep and appropriate preference information
  • Move from ineffective personas and cohorts to authentic Human Data driven segmentation
  • Use a 12 point CX Innovation checklist to keep customers engaged
Data & Analytics
Marketing Strategy