Leveraging predictive CX to take targeted actions in real time, addressing common causes of churn, frustration and opportunities to delight
25 January, 2022
| Free CX Network Online Event
Colin Shaw
Founder & CEO Beyond Philosophy LLC
Colin is recognized by Linkedin as one of the ‘World's Top 150 Business Influencers’. The Financial Times selected his company, Beyond Philosophy LLC, as one of the best management Customer Experience consultancies for the last three years in a row.
Beyond Philosophy help organizations improve their Customer Experience, gain growth and save costs by identifying the hidden unmet needs of Customers Colin is the co-host of the highly successful Intuitive Customer podcast, 🎙 which is rated in the top 5% of all podcasts globally according to Buzzsprout. https://beyondphilosophy.com/podcasts/ Colin has authored 7 bestselling books 📚 on the subject of customer experience. Other accolades of
Colin’s work include:
Awards Magazine ranked the #1 CX influencer to follow in 2021, out of 50 other candidates.
The Top 50 Customer Service Experts of the Decade (2010–2020) - Nextiva
Brand Quarterly readers also voted him one of the 'top 50 Marketing Thought Leaders' over 50' for two years in a row.
Finally, Colin is a keynote speaker 📣 and commentator on CNN, BBC TV, NPR, LBC and many other publications and media.
Tuesday 25th January 2022
2:00 PM Understanding Customer Behaviour Through A Data Lake Info Rather Than Traditional Surveys
Why rely on surveys when there is so much extra data out there that can easily be gathered? Other business disciplines, including marketing and revenue management, have already transformed through the aggregation and analysis of these vast data sets. Now it is time for CX to benefit too. Highlighting the wide variety of data sets available to CX professionals from various customer touchpoints across the customer journey, including:
• Customer, financial, and operational data (both aggregate data and data on individual customers) - comprehensive, connected, and dynamic customer-level data sets which allow the organisation to map and track customer behaviour across interactions, transactions, profiles and operations
• Third-party data sets covering customer attitudes, purchase behaviours and preferences, and digital behaviours, including social-media activity
• New data sets on customer health, sentiment, and location, generated through IoT
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