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Data Driven CX is THE podcast, where you learn all about Data Driven Customer Experience. For leaders in Marketing, CX, Digital, Data, Information and IT who want to learn more on HOW to make use of data to successfully engage with customers and transform CX in their organizations. In this podcast, the fundamentals of Data Driven CX are explored in conversations with industry thought leaders and successful business leaders. You learn trends, industry standards, how to tackle challenges, prac ...
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Data Driven CX
1
With Guest Chris Poad: Data Driven CX in the Retail industry.
27:52
27:52
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27:52
Knowing your customer is a hygiene factor these days. Next you need to deliver on your promises and the expectations of your customer, whether it is the promise of your brand, something very concrete like the delivery time, or being able to infer customer needs and predict the next best offer. The pandemic and other macro forces are only accelerati…
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Data Driven CX
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With Guest Trevor Hodges: Data Driven CX at a strategic, tactical, and operational level.
33:14
33:14
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33:14
Meet returning guest Trevor Hodges, who will build upon the CX Data Strategy topic from episode two. The conversation will look at Data Driven CX at a strategic, tactical, and operational level. How do you organize at each of these levels, what are some keys to driving change, and does your team play defense or offense? Data Driven CX is no differe…
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Data Driven CX
1
With Guest Jennifer McGinn, Senior Director of Product Marketing at Informatica
28:11
28:11
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28:11
In this episode you will meet Jennifer McGinn, Senior Director of Product Marketing at Informatica. The conversation centres around some commonly asked questions when it comes to data driven CX: I’m focusing on the customer. Why should I care about data? We have so many applications and so much data. How to prioritize? CX is fast changing, in part …
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Data Driven CX
1
With Guest Theo van der Steen, CEO at Underlined and Guest Lecturer at the Jheronimus Academy of Data Science
29:31
29:31
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29:31
Our guest in this episode of the Data Driven CX podcast series is Theo van der Steen, CEO at Underlined and Guest Lecturer at the Jheronimus Academy of Data Science. Theo outlines three trends in CX: The customer contact center is changing and voice data can increasingly be used to gain insights, in addition to traditional data sources Digital tran…
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Data Driven CX
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With Guest Gene Cornfield, Managing Director and Experience Transformation Lead at Accenture Interactive (Part 2)
24:05
24:05
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24:05
This episode features part two of a conversation with Gene Cornfield at Accenture. Here, we will dive into the five dimensions of ‘Purpose led Transformation’. What does it mean to be customer obsessed or experience driven? We will also address how to achieve short term results while driving a long-term full transformation, and close with some advi…
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Data Driven CX
1
With Guest Gene Cornfield, Managing Director and Experience Transformation Lead at Accenture Interactive (Part 1)
32:28
32:28
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32:28
This episode features part one of a conversation with Gene Cornfield at Accenture. We will get an introduction to the concept of business of experience and how this relates to customer experience, and we will discuss transition versus transformation. Gene will challenge our thinking on customer journeys and explain CPIs – Customer Performance Indic…
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Data Driven CX
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With Guest Peter Ku, Industry Strategist at Informatica
34:18
34:18
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34:18
In this episode we shine a spotlight on CX in the Financial Services and Insurance industry. We meet Peter Ku, Industry Strategist at Informatica, as he discusses digitalization in FSI, common data issues, and what you can do to make sure your data becomes fit for use and can drive the right customer experiences. The pandemic has accelerated digita…
In this second episode of the Data Driven CX podcast, we discuss CX Data Strategy. CX is very much at the heart of Digital Transformation and almost every initiative will be driven by, or dependent on, data. To have a data strategy is to think about data as a strategic asset and make sure you maximize data leverage. How then do you build your data …
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Data Driven CX
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With Guest Sarah Hillman, Global Head of CRM and Data at The Travel Corporation (TTC)
24:57
24:57
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24:57
In this very first episode of the Data Driven CX podcast series we’ll meet Sarah Hillman, Global Head of CRM and Data at The Travel Corporation (TTC). Sarah shares how TTC was able to prioritize customer experiences when the pandemic hit and explains how customer behaviour has changed. In the business that TTC is in, customers don’t only want choic…
