Prudential’s CX team uncovered how CX could drive specific business goals, and integrated multiple sources of customer, value and engagement analytics to prove the ROI of CX to the business. The team is leading a comprehensive CX transformation and will share the story in this session.
Speaker Bio
Matt Wakeman
Sr Director Analyst
I help marketing leaders at the world's leading organizations succeed with data, insights, technology, and management techniques. I have a deep understanding of marketing analytics, enterprise data, customer insights, IT-marketing partnerships, and multiple types of operating models, across industries and types of organizations.
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Monday, May 22, 2023 / 04:15 PM - 04:45 PM MDT
CMO Story: How Prudential Proved the Business Value of CX and Drove Transformation Using Customer Analytics
Wednesday, May 24, 2023 / 02:00 PM - 02:30 PM MDT
Customer Data: Wishful Thinking, Better Questions, Quick Wins and Pro Tips
The siren call of the mythical Customer360 profile is only one factor that makes customer data difficult. Different priorities, terminology, and approaches also contribute to the challenge of using customer data in marketing. Attendees will reframe their wishful thinking with better questions, and beginning teams will learn quick wins, while advanced teams learn pro tips.