Run programs, not projects to really make an impact

Room 2 | 4:45 pm - 5:15 pm | Tuesday, March 26, 2024

Tired of the ad hoc approach to customer experience? It’s time to bring an always-on mentality to stay attuned to customers’ shifting mind-sets. Join Morgan James and Rachel Banks as they explore the need for a more sustainable approach to understanding audiences.

By strategically and systematically leveraging text data from various sources, including regularly collected CSAT feedback and contextually rich online conversations, you’ll uncover a comprehensive understanding of customer behavior. The pair will share real-world examples of research in customer experience, including churn and retention analysis, highlighting the importance of getting to the “why” behind the “what.”

Discovering the intricacies of different audiences isn’t a one-time endeavor, it’s an ongoing journey that demands a systematic approach. In today’s fiercely competitive landscape, organizations must prioritize programs that centralize insights and rigorously measure their impact on consumer perception.

Change rarely occurs rapidly; it’s more often a gradual evolution than a sudden revolution. Therefore, brands must adopt an iterative mind-set, continuously analyzing data to decode subtle shifts in sentiment.

Drawing on expertise in AI-powered digital research and social methodology, Morgan James, vice president of digital intelligence research and insights at PSB Insights, and Rachel Banks, vice president of sales at Relative Insight, will guide participants through the intricacies of understanding the customer experience. Leveraging cutting-edge tools, they will demonstrate how to provide contextually relevant insights based on differences and semantics.

From scrutinizing feedback obtained through CSAT or NPS surveys to deciphering nuances in online conversations, the principle remains the same: an unwavering commitment to understanding evolving customer mind-sets.

Join us as we delve into why a sustainable approach to audience analysis empowers you to understand customers. By strategically harnessing text data from diverse sources, including regular CSAT feedback and contextually rich online discussions, you can gain actionable and profound insights into customer behavior.

Throughout the session, Morgan and Rachel will illustrate real-world examples showcasing the transformative impact of systematic customer experience programs. From churn and retention analysis to uncovering the “why” behind the “what,” participants will glean invaluable knowledge essential for driving meaningful customer engagement and loyalty. Don’t miss this opportunity to elevate your understanding of audiences and revolutionize your approach to customer experience.

Key Takeaways:

1. Why ad-hoc projects don’t create long-term business value and how you can morph one-time projects into repeating programs.
2. How you can use AI-powered text analytics software to pinpoint consumer mind-set shifts through responses from survey feedback or by monitoring sentiment and analyzing text in online conversations.
3. How to get to the “why” behind the “what” and the impact this has on customer experience, satisfaction and retention.