All Access: Customer Insights & Data Analytics 2024
September 10 & 17, 2024
| Free CX Network Webinar Series
Donna Orman is a senior business leader with over 25 years experience in some of the worlds most influential customer led brands including Nike, Virgin, Tesco, Nectar and Avios. She has an in-depth knowledge of how to bring the brand to life through stories and experiences that engage the consumer, and then translating that into customer centric, data driven, agile growth teams, that deliver results.
Having built, launched and managed many loyalty and customer strategies, Donna has seen that when you focus on the design of products, services and experiences on customer needs, wants and fears, it delivers business performance and loyalty.
Sport, health and well-being are personal passions of Donna's.They are embedded into her family with both of her adult children being professional athletes. Donna is also a non-exec for the Surrey FA, and works with other charities in pursuit of equality in sport and wellness
Day One - September 10
12:30 PM Building authentic connections: Leveraging data for personalization and engagement
In the ever evolving landscape of customer engagement, with companies constantly competing for consumers’ attention, creating authentic connections with customers is more important than ever. It makes sense, then, that ‘customer engagement’ was recently listed as a top investment priority by 24 percent of respondents in CX Network’s Global State of CX 2024 survey. Donna Orman, Senior Director of Customer Loyalty for EMEA at Nike, is joining us to share insights into how she leverages data and personalization to build meaningful relationships and drive customer engagement. Having overseen loyalty programs with more than 50 million members throughout her career, Donna’s approach is designed not just to drive transactions but to foster deep, authentic connections with the brand through delivering valuable content to consumers, based on internal research.
In this session, we will delve into how data analytics are used to personalize customer experiences and make informed decisions that drive value for customers and business alike. Our discussion will address the balance between data-driven strategies and building authentic connections, highlighting innovative approaches such as the adoption of advanced personalization technologies and the integration of emotional loyalty drivers into overall marketing strategy.
Attendees to this session will learn:
- Data-driven personalization and decision-making: Learn how translating customer data into actionable insights can personalize experiences and determine the next best actions to enhance customer engagement.
- Innovative engagement strategies: Explore unique loyalty and personalization features, including free events and exclusive access to products, designed to foster a love for the brand and drive customer loyalty.
- Building authentic brand connections: Understand how combining storytelling and brand connection within engagement programs can create meaningful relationships with customers, driving loyalty and extending wider brand narrative into marketing strategies.
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