How PetCo is leveraging contact data to foster a culture of customer advocacy
Catch up with All Access: Customer Insights & Data Analytics 2023 to find out how Petco is using data to enhance its culture
Fostering customer loyalty and retention is essential as businesses increasingly seek to nurture closer and more sustainable relationships with their customers. For CX professionals, intelligently leveraging data is the key to demonstrating the value of customer experience improvement initiatives.
At Petco, Travis Gelbrich, VP of customer care and call centers, is using data to strengthen customer advocacy. Through close collaboration with contact channel owners, he has built a digestible and data-based prioritization method for addressing customer journey pain points. In this session from All Access: Customer Insights & Data Analytics, Travis explains how he uses data to communicate the value of centering CX and prioritize improvement initiatives.
Read more about the key takeaways from All Access: Customer Insights & Data Analytics, in this round-up
