Leveraging your Customer Intelligence – Pulling It All Together

Many CX professionals forget about the wealth of customer data they are sitting on! They drill in on Survey and NPS scoring and as a result, are often not valued as the collaborators and advisors that they could be if they applied customer intelligence more broadly.

This session and case study will highlight some of the strategic and tactical uses, models, metrics and how a broader set of data can drive performance and improvement with you at the helm!

During the collaborative portion of the session, you will have a chance to share your ideas and discuss your success and, in some cases, pitfalls in collecting, designing and moving up the maturity ladder from Data to Information and on to Customer Intelligence to drive acquisition, retention and growth.

By the end of the session, the audience will understand:

• The importance of using a broad set of customer data driving organizational success

• Case Studies/use cases that will inspire ideas

• Practical examples of tools we use every day leveraging customer data from strategy through execution

Hands-On Session

Valerie Peck
Managing Director,
QuestionPro