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, practical tips and best practices on: 1. Connecting customer data to make better CX decisions; 2. Creating Trusted data by making the process transparent; 3. Experimenting and innovating based on data; 4. Turning data into Actionable insights; 5. Driving Adoption of a data culture and new technologies to support it. The host of this Informatica podcast is Nienke Bloem CCXP, global expert in CX who interviews thought leaders, experts, and business partners, to dive into the world of data driven CX.
1
Episodic
English
18 Mar, 2021
USA
Informatica
Yes
Meet Jennifer Belissent, customer-facing, data-driven strategy professional with vertical industry and technology domain knowledge, currently Principal Data Strategist at Snowflake. As our guest in this episode of the Data Driven CX podcast series, she will put a spotlight on what data means within Telco companies and beyond. She will share some fascinating examples of how Telcos have contributed to consumer or citizen experiences by sharing data with other organizations. From a business perspective she will highlight how data can be leveraged internally or monetized as ‘data products’, ultimately contributing to better customer experience. In this episode, you will hear: Some resources to learn more: Infographic: 5 Ways Data Supercharges Telecoms Transformation E-book: Redefining modern master data management in the cloud for Telecommunications Customer story: Leading Telco focuses on customers and becoming one of Australia’s most-loved service brands Informatica Telco Solutions Connect with Jennifer on Linkedin
Informatica and Snowflake
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. Some resources to learn more:
The pandemic and other macro forces are only accelerating the trends we were already seeing in retail; growth of online sales, the need to create intuitive experiences, and increased competition.
This episode explores:
·
How data informs customer experience as well as other key business processes
·
Using data and AI to address key challenges such as availability
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The importance of making data available to everyone and build a culture of curiosity
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How data teams, with the backing of executives, can truly help the business leverage data, rather than monopolizing data
Blog:
Announcing
the Informatica Intelligent Data Management Cloud for Retail
E-book:
Rethink
Retail with Seamless, Data-Driven Customer Experiences
Customer story e-book:
Unleashing
the Power of Data
Connect
with Chris on Linkedin
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 different from other initiatives in terms of needing: This episode explores the roles involved in the above layers of data driven cx and the so important change management and effective communication between the teams and stakeholders involved. Trevor also expands on the various levels of maturity and the impact on data needs. He comments on how to get started regardless of your current maturity level and how to get some quick wins to show value and build champions. Some resources to learn more: Workbook: CX Data Strategy: The Ultimate Framework for Better Customer Experience Episode two of this podcast Infographic: 5 Ways Your Customer Strategy Gets a Boost with a Data-Centric Approach Blog Driving Data Strategy in the Digital Age - a Framework for Agility Blog Change Management - a Critical Component for Sustainable Enterprise Data Strategy
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: You will hear some inspiring real life examples and great insights from a data perspective of CX. Some resources to learn more: Blog: Recognizing Excellence in Customer Centricity Blog: How to Create and Execute a Customer-Centricity Strategy Success stories showcasing data-driven innovation for a 360-degree view of business e-book Redefining Modern Master Data Management in the Cloud e-book Customer Success Story Jardine Motors Group Connect with Jennifer on Linkedin
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: Nienke and Theo also discuss the metrics. NPS alone is not enough anymore. Other business metrics are increasingly important to the CX professional and can require new data sources that have not been brought together before. A more holistic view on CX allows those new metrics to be tracked, and brings it all together for the customer, supporting the customer journey and the whole customer lifecycle (in a previous episode we talk about the ‘business of experience’ going wider than traditional CX). But it’s not only about the data. It needs to be coupled with qualitative research and the art of understanding CX and how it can best be deployed in an organization. In this episode, you will also get some very practical advice such as an insight framework, and you will hear some real-life examples from e.g. Schiphol airport. Some resources to learn more: Intersection of data, AI and CX video Informatica CX solutions web page Informatica Customer Data Platform (CDP) web page Redefining Modern Master Data Management in the Cloud e-book Customer Success Story Jardine Motors Group Underlined website
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