The customer analytics maturity model provides CX and data and analytics leaders with a roadmap to analytics maturity in their organization, data, analytics, applications and decisioning to improve customer experiences. How do organizations advance the customer analytics strategy to improve the customer experience? What best practices must data and analytics leaders adopt?
Speaker bio
Melissa Davis
VP Analyst
Melissa Davis is a Vice President, Analyst in the Data and Analytics Group. Ms. Davis advises clients on the use of data and analytics to improve the customer experience and deliver business value. This includes strategies, trends and technologies Ms. Davis coverage is also directed to the Chief Data and Analytics officer where she covers D&A strategy, value and maturity.
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Thursday, 13 February, 2020 / 03:10 PM - 03:55 PM JST
Advancing CX Analytics Maturity for Better Customer Experiences
Thursday, 13 February, 2020 / 04:55 PM - 05:25 PM JST
What You Need to Know About Customer Analytics
Customer analytics is one of the primary drivers of analytic adoption. The sheer diversity of potential opportunities to apply analysis to deliver great customer experiences and improve customer relationships can be daunting:
• What are the key areas of customer analytics?
• What are the best practices in customer analytics?
• What are the key trends in customer analytics to plan for?
Friday, 14 February, 2020 / 01:30 PM - 02:15 PM JST
How to Improve Customer Experience and Engagement With Real-Time Continuous Intelligence?
The growth of digital business and increased customer expectations are elevating the importance of real-time, contextualized customer experiences for competitive advantage. This session will cover the emerging practice of "always on" continuous intelligence in the customer engagement hub to prescribe the right action at the right time based on the most relevant business moment.