Run programmes, not projects to really make an impact

Room 4 | 4:45 pm - 5:15 pm | Wednesday, May 8, 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 Stephen Priestnall and James Cuthbertson as they explore the need for a more sustainable approach to understanding customers.

By strategically and systematically leveraging text data from various sources, including regularly collected NPS and CSAT feedback, you’ll gain a comprehensive understanding of customer behavior.

The pair will share real-world examples of research in customer experience, highlighting the importance of getting to the why behind the what.

Understanding what drives shifts in customer engagement 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 their expertise in AI-powered research, Stephen Priestnall, founder and strategic planning lead at Oomph, and James Cuthbertson, CRO at Relative Insight, will guide participants through the intricacies of understanding audiences. Leveraging cutting-edge tools, they will demonstrate how to provide contextually relevant insights based on differences and semantics.

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 NPS and CSAT feedback, you can gain actionable and profound insights into customer behavior.

Throughout the session, Stephen and James will illustrate real-world examples showcasing the transformative impact of systematic customer experience programs. From understanding audience needs, through uncovering the why behind the what, to finally designing effective experiences, 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 to use AI-powered text analytics software to pinpoint consumer mind-set shifts through responses from survey feedback.
3. How to get to the why behind the what; and the impact this has on customer experience, satisfaction and retention.