Derek Eccleston

Director Expert Insights InMoment

Derek Eccleston joined InMoment’s (previously MaritzCX) EMEA Consulting & Insights team with a wealth of experience within CX and related industries, having previously held positions at eDigitalResearch, Harris Interactive and Sony Europe. As a CX Consultant, he adds value and direction to some of the world’s leading CX programmes across sectors as diverse as automotive, media and financial services. His mantra is ‘Design, implement, manage and drive results from Customer experience (CX) measurement and management programmes.

Day One

10:00 AM Understanding Complex Experience Journeys: Steps for Successful Data Integration

Derek Eccleston, Director Expert Insights, - InMoment EMEA

The foundation stone of every great CX programme is a comprehensive journey map which documents every touch the customer has with the brand, the desired outcome and emotional context. Today, journey maps need a combination of both EX and CX, thus, in this session, discover examples from leading brands across various verticals on how they’re leveraging and bringing all data sources together for a single customer view. In this session, discover the connection between “smooth” customer journeys and business revenue:

Leveraging and measuring customers’ perceptions of multiple brands that influence the interactions with your brand
Creating a holistic view by incorporating all types of customer data that lead to increased business results
Leveraging employee experience data in your customer journey mapping

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