Building the ultimate customer data engine
There’s no doubt consumer expectations are at an all-time high, and organisations must connect the experience dots using digital and data tools in order to meet and exceed the demands of today’s customer-led economy.
Thanks to the rise of artificial intelligence, machine learning and automation, it’s become easier than ever to harness data from across an organisation to personalise and contextualise engagement with external customers. And there’s a wealth of internal and external data sets that play a role, from digital interactions to voice of customer, transactional, supply chain, and more, paving the way to even more customer experience improvement and innovation.
But as we face a rise in customer data protection and privacy laws, and seek to bring more types of data into the picture, organisations must navigate the legal, ethical and cross-functional implications of tapping more customer insight to achieve their engagement and growth ambitions.
So how can teams better utilise data without crossing the creepy line? Which employees need access to what data sets and when in order to improve your external customer experiences? And what governance and collaboration practices should you embrace to ensure external customer experience efforts are successful?
Our February /March Executive Connections event series will explore how marketing and IT leaders do just that by investigating:
Attendance is restricted to CIOs, CMOs, heads of IT, heads of marketing, head of customer experience, heads of digital and their direct reports. IDG reserves the right to refuse attendance to any person not fitting this job description or from a non-sponsoring vendor, consulting or agency organisation.