These slides were presented in a webinar produced by the Customer Experience Professionals Association (CXPA) for SAS. The speakers were noted marketing strategy thought leaders Brian Vellmure and Wilson Raj. Brian Vellmure is Principal & Founder of Innovantage / Initium LLC, and Wilson Raj is Global Customer Intelligence Director at SAS.
The content centered on how the benefits of differentiating through Customer Experience are becoming more known and accepted by organizations worldwide. In the midst of this progress, it's getting increasingly complicated to:
• Understand the customer journey,
• Identify the most impactful actions, and
• Orchestrate improved customer experiences with all the channels and digital interactions that are common today.
In order to thrive in today’s challenging environment, organizations have to deliver meaningful experiences to customers that are facing time, resource and process constraints. At the same time, those customers are interacting with your organization on more channels, and interacting with peers, industry analysts, and the mainstream media.
The speakers discussed how organizations can leverage advanced analytics to sort through the noise and surface the most meaningful insights, which are key inputs to understanding customer behavior and developing rich, rewarding, and profitable customer experiences.