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SXSW 2018

Meeting Customers: from Data to Cultural Insights

Data driven decisions are a reality for several companies, although sometimes data sheets does not reflect key behavioral aspects from customers, like credit card and password sharing. At this point, visual anthropology and design thinking contributed for a more empathic vision from customers of a loyalty program, uncovering behaviors, needs and hacks that provoked a new form of relationship with the service

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  1. How qualitative and empathic process can be combined with data to discover customers insights
  2. How to improve customer segmentation and automation, based on behaviors and non collectable data
  3. How to understand cultural behaviors from a deep dive in customer´s context



William Spiga, CX Mgr, dotz.com.br

Meta Information:

  • Event: SXSW
  • Format: Panel
  • Track: Brands & Marketing
  • Level: Beginner
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