SXSW Interactive 2016
The Relativity of Customer Experience (CX)
We live in an extremely competitive market today. A recent survey found 79% of CEOs believe their products are being commoditized, and 89% believe that customer experience (CX) will be the key to differentiation. However, not many of them realize that CX is a big data challenge. This talk provides an overview of a scalable and sustainable strategy for creating great customer experiences. More importantly, we will also introduce a holistic framework for you to analyze your customers’ experience at every touch-point along their journey. We will also discuss the data and analytic requirement to use this framework.
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Additional Supporting Materials
- What data and resources you need to quantify the CX for your customer base? And how to do this at every step and touch point along their journey?
- How to provide a holistic omni-channel understanding of your customers’ total experience at every touch point?
- Where you should focus your CX improvement efforts to get the most business impact? And how to kick-start your CX initiatives?
- Michael Wu, Chief Scientist, Lithium
Francisca Fanucchi, PR Mgr, Lithium Technologies Inc