It’s O-fish-ial: How Goldfish Swim School transformed its CX strategy through data-driven emotion mapping though the entire customer journey

Room 3 | 9:45 am - 10:15 am | Thursday, July 20, 2023

Join Goldfish Swim School Franchising to explore how The Martec Group transformed their customer experience strategy through a combination of primary research, design thinking and KPI tracking. Martec’s patented Emotion Intelligence platform quantifies and characterizes emotions at each stage of the customer journey, allowing Goldfish to intervene at critical touchpoints and eliminate points of friction for their customers. This session summarizes the process, focusing on the emotions experienced by Goldfish customers at each micro-stage of their customer journey and how Goldfish has shaped its strategy to combat evolving challenges. Dive in to hear more about how the Martec Emotion Score can be utilized for your customer base, creating a CX strategy that is sure to flourish. That’s what we would call fin-tastic!

Key takeaways:

1. Authentic adoption of augmented-intelligence powered intelligence to CX improvement/transformation at Goldfish.
2. The power and process to leverage the true voice of the customer system wide with a leading franchise.
3. The importance and utility of measuring emotive impact at each stage of the journey with each customer segment.

Case Study Consumers Joint Presentation