Data Driven CX
10 episodes - English - Latest episode: over 1 year ago -Data Driven CX is THE podcast, where you learn all about Data Driven Customer Experience. For leaders in Marketing, CX, Digital, Data, Information and IT who want to learn more on HOW to make use of data to successfully engage with customers and transform CX in their organizations. In this podcast, the fundamentals of Data Driven CX are explored in conversations with industry thought leaders and successful business leaders.
You learn trends, industry standards, how to tackle challenges, practical tips and best practices on:
1. Connecting customer data to make better CX decisions; 2. Creating Trusted data by making the process transparent; 3. Experimenting and innovating based on data; 4. Turning data into Actionable insights; 5. Driving Adoption of a data culture and new technologies to support it.
The host of this Informatica podcast is Nienke Bloem CCXP, global expert in CX who interviews thought leaders, experts, and business partners, to dive into the world of data driven CX.
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Episodes
With Guest Jennifer Belissent: Data Driven CX in the Telco Industry
November 18, 2022 04:00 - 28 minutes - 66.1 MBMeet Jennifer Belissent, customer-facing, data-driven strategy professional with vertical industry and technology domain knowledge, currently Principal Data Strategist at Snowflake. As our guest in this episode of the Data Driven CX podcast series, she will put a spotlight on what data means within Telco companies and beyond. She will share some fascinating examples of how Telcos have contributed to consumer or citizen experiences by sharing data with other organizations. From a bus...
With Guest Chris Poad: Data Driven CX in the Retail industry.
August 05, 2022 04:00 - 27 minutes - 63.9 MBKnowing your customer is a hygiene factor these days. Next you need to deliver on your promises and the expectations of your customer, whether it is the promise of your brand, something very concrete like the delivery time, or being able to infer customer needs and predict the next best offer. The pandemic and other macro forces are only accelerating the trends we were already seeing in retail; growth of online sales, the need to create intuitive experiences, and increased competi...
With Guest Trevor Hodges: Data Driven CX at a strategic, tactical, and operational level.
December 01, 2021 23:01 - 33 minutes - 76.2 MBMeet returning guest Trevor Hodges, who will build upon the CX Data Strategy topic from episode two. The conversation will look at Data Driven CX at a strategic, tactical, and operational level. How do you organize at each of these levels, what are some keys to driving change, and does your team play defense or offense? Data Driven CX is no different from other initiatives in terms of needing: Strategy – the destination Tactics – how to get to the destination, what to do Operati...
With Guest Jennifer McGinn, Senior Director of Product Marketing at Informatica
November 24, 2021 23:01 - 28 minutes - 64.6 MBIn this episode you will meet Jennifer McGinn, Senior Director of Product Marketing at Informatica. The conversation centres around some commonly asked questions when it comes to data driven CX: I’m focusing on the customer. Why should I care about data? We have so many applications and so much data. How to prioritize? CX is fast changing, in part due to COVID-19. How can a data strategy enable me to pivot faster? In transforming from a product or process centric organization to...
With Guest Theo van der Steen, CEO at Underlined and Guest Lecturer at the Jheronimus Academy of Data Science
November 17, 2021 23:01 - 29 minutes - 67.7 MBOur guest in this episode of the Data Driven CX podcast series is Theo van der Steen, CEO at Underlined and Guest Lecturer at the Jheronimus Academy of Data Science. Theo outlines three trends in CX: The customer contact center is changing and voice data can increasingly be used to gain insights, in addition to traditional data sources Digital transformation is not only about web clicks, there are interactions and person-to-person conversations on multiple digital platforms Virt...
With Guest Gene Cornfield, Managing Director and Experience Transformation Lead at Accenture Interactive (Part 2)
April 15, 2021 03:00 - 24 minutes - 55.2 MBThis episode features part two of a conversation with Gene Cornfield at Accenture. Here, we will dive into the five dimensions of ‘Purpose led Transformation’. What does it mean to be customer obsessed or experience driven? We will also address how to achieve short term results while driving a long-term full transformation, and close with some advice for our listeners – the data driven CX leaders. There are five dimensions to the concept of ‘Purpose led Transformation’. Purpose l...
With Guest Gene Cornfield, Managing Director and Experience Transformation Lead at Accenture Interactive (Part 1)
April 08, 2021 03:00 - 32 minutes - 74.4 MBThis episode features part one of a conversation with Gene Cornfield at Accenture. We will get an introduction to the concept of business of experience and how this relates to customer experience, and we will discuss transition versus transformation. Gene will challenge our thinking on customer journeys and explain CPIs – Customer Performance Indicators. Huge investments are being made into digital transformation including CX, however, CEOs do not see significant value. They are l...
With Guest Peter Ku, Industry Strategist at Informatica
April 01, 2021 03:00 - 34 minutes - 78.6 MBIn this episode we shine a spotlight on CX in the Financial Services and Insurance industry. We meet Peter Ku, Industry Strategist at Informatica, as he discusses digitalization in FSI, common data issues, and what you can do to make sure your data becomes fit for use and can drive the right customer experiences. The pandemic has accelerated digitalization in the Financial Services and Insurance industry. As organizations invest in digital experience including replacing and modern...
CX Data Strategy with Trevor Hodges
March 25, 2021 04:00 - 29 minutes - 66.5 MBIn this second episode of the Data Driven CX podcast, we discuss CX Data Strategy. CX is very much at the heart of Digital Transformation and almost every initiative will be driven by, or dependent on, data. To have a data strategy is to think about data as a strategic asset and make sure you maximize data leverage. How then do you build your data strategy in support of CX? Trevor Hodges introduces a data strategy framework that can help structure your thinking and promote consist...
With Guest Sarah Hillman, Global Head of CRM and Data at The Travel Corporation (TTC)
March 18, 2021 12:06 - 24 minutes - 57.2 MBIn this very first episode of the Data Driven CX podcast series we’ll meet Sarah Hillman, Global Head of CRM and Data at The Travel Corporation (TTC). Sarah shares how TTC was able to prioritize customer experiences when the pandemic hit and explains how customer behaviour has changed. In the business that TTC is in, customers don’t only want choice and ease-of-use. Travel is experience driven by its definition and customers want those experiences mirrored in all channels. It beco...