Title:The Myth of Customer Satisfaction
Abstract:How does satisfaction map to the overall experience and customer journey? In this digital session, we‘ll review a hierarchical framework for customer experience to illustrate the spectrum of ways customers engage with a brand. With satisfaction at the midpoint, and loyalty as the pinnacle, Monica will discuss the hierarchy levels and what’s needed to capture customer mindshare along the way. She will explore the role of data, which can offer very high returns when managed with intention, and be the difference between success and lackluster performance.
Title: Innovating with Data
Speaker: Monica Mullen
Abstract: Your customer data is everywhere. Data silos are a natural outcome of the proliferation of the applications you use to engage with customers from the front line to the back office. The downside is that this disconnected, incomplete, and inconsistent data slows down your ability to innovate and bring new ideas to market. In this demo, we’ll show you how you can confidently manage, connect, and share your data to capture new opportunities faster.