Data Driven CX

Meet 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 business perspective she will highlight how data can be leveraged internally or monetized as ‘data products’, ultimately contributing to better customer experience.    In this episode, you will hear: * How Telcos - with their extensive subscriber data, call data, network traffic data - can support and accelerate digital transformation not only within their own organizations but also in other industries and public sector * How broad based transformation requires everyone to understand data, the value of data, and how it can be used across the organization * A great story of Telco providers joining forces to support young people in getting a credit score  * How the best ‘data products’ are the ones that are bringing together multiple sources – adding that value and giving that insight you would not otherwise have   Some resources to learn more: Infographic: 5 Ways Data Supercharges Telecoms Transformation [https://www.informatica.com/content/dam/informatica-com/en/collateral/other/5-ways-data-supercharges-telecoms-transformation_infographic_4290en.pdf] E-book: Redefining modern master data management in the cloud for Telecommunications [https://www.informatica.com/lp/redefining-modern-master-data-management-in-the-cloud-for-telecommunications_4242.html] Customer story: Leading Telco focuses on customers and becoming one of Australia’s most-loved service brands [https://www.informatica.com/content/dam/informatica-com/en/collateral/customer-success-story/telecommunications-company_customer-story_3835en.pdf] Informatica Telco Solutions [https://www.informatica.com/solutions/industry-solutions/telecommunications.html]  Informatica and Snowflake [https://www.informatica.com/solutions/explore-ecosystems/snowflake.html] Connect with Jennifer on Linkedin [https://www.linkedin.com/in/jenniferbelissent/]

Knowing 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 competition.  This episode explores:  ·       How data informs customer experience as well as other key business processes  ·       Using data and AI to address key challenges such as availability   ·       The importance of making data available to everyone and build a culture of curiosity   ·       How data teams, with the backing of executives, can truly help the business leverage data, rather than monopolizing data    Some resources to learn more:  Blog: Announcing  the Informatica Intelligent Data Management Cloud for Retail [https://www.informatica.com/blogs/announcing-the-informatica-intelligent-data-management-cloud-for-retail.html]  E-book: Rethink  Retail with Seamless, Data-Driven Customer Experiences [https://www.informatica.com/lp/how-to-reimagine-retail-commerce-with-cloud-data-management_4360.html]  Customer story e-book: Unleashing  the Power of Data [https://www.informatica.com/content/dam/informatica-com/en/collateral/ebook/innovation-award-customer-advocacy_ebook_3905.pdf] Informatica  Retail Solutions [https://www.informatica.com/solutions/industry-solutions/retail.html?utm_source=google&utm_medium=organic_social&utm_campaign=22Q2-M-NRFL-EPN-SOL-NS-GGL-CG-IP-EBK-RET-RetailABM-30MY22-0-E&utm_country=uki&utm_creative=Awareness&utm_journey=ecosystem&utm_cost=cpm]   Informatica and Google [https://www.informatica.com/solutions/explore-ecosystems/google-cloud-platform.html] Connect  with Chris on Linkedin [https://www.linkedin.com/in/chrispoad/]

Meet 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 * Operations – the execution of the tactics This episode explores the roles involved in the above layers of data driven cx and the so important change management and effective communication between the teams and stakeholders involved. Trevor also expands on the various levels of maturity and the impact on data needs. He comments on how to get started regardless of your current maturity level and how to get some quick wins to show value and build champions.   Some resources to learn more: Workbook: CX Data Strategy: The Ultimate Framework for Better Customer Experience [https://www.informatica.com/lp/customer-experience-data-strategy-workbook_4053.html] Episode two [https://soundcloud.com/user-678269715/data-driven-cx-series-episode-2-trevor-hodges] of this podcast Infographic: 5 Ways Your Customer Strategy Gets a Boost with a Data-Centric Approach [https://www.informatica.com/content/dam/informatica-com/en/collateral/other/5-ways-customer-strategy-boost_infographic_3927en.pdf] Blog Driving Data Strategy in the Digital Age - a Framework for Agility [https://blogs.informatica.com/2020/05/26/driving-data-strategy-in-the-digital-age-a-framework-for-agility/] Blog Change Management - a Critical Component for Sustainable Enterprise Data Strategy [https://blogs.informatica.com/2020/08/31/change-management-a-critical-component-for-sustainable-enterprise-data-strategy/] Connect with Trevor on Linkedin [https://www.linkedin.com/in/trevor-hodges/]

In 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 a customer centric one, where does data come into play? * How can I be hyper personalized without being creepy? * We need to sell more, and ‘next best action’, ‘next best offer’ analytics is key, but we are struggling. How can I improve the underlying customer data? You will hear some inspiring real life examples and great insights from a data perspective of CX.   Some resources to learn more: Webinar: The Future of Banking and CX: Creating & Expanding the Customer-First Mindset With Data & Technology featuring Union Bank of the Philippines [https://www.informatica.com/about-us/webinars/reg/cx-perspectives-the-future-of-banking-and-cx_2544173.html?Source=CXPodcast] Blog: Recognizing Excellence in Customer Centricity [https://www.informatica.com/blogs/recognizing-excellence-in-customer-centricity.html] Blog: How to Create and Execute a Customer-Centricity Strategy [https://www.informatica.com/blogs/how-to-create-and-execute-a-customer-centricity-strategy.html] Success stories showcasing data-driven innovation for a 360-degree view of business e-book [https://www.informatica.com/content/dam/informatica-com/en/collateral/ebook/custadvocacy-c360_ebook_4056en.pdf] Redefining Modern Master Data Management in the Cloud e-book [https://www.informatica.com/lp/redefining-modern-master-data-management-in-the-cloud_4035.html] Customer Success Story Jardine Motors Group [https://www.informatica.com/about-us/customers/customer-success-stories/jardine-motors-group.html] Connect with Jennifer on Linkedin [https://www.linkedin.com/in/jennifer-mcginn-360/]

Our 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: 1. The customer contact center is changing and voice data can increasingly be used to gain insights, in addition to traditional data sources 2. Digital transformation is not only about web clicks, there are interactions and person-to-person conversations on multiple digital platforms 3. Virtual reality or augmented reality is starting to appear in a brand context Nienke and Theo also discuss the metrics. NPS alone is not enough anymore. Other business metrics are increasingly important to the CX professional and can require new data sources that have not been brought together before.  A more holistic view on CX allows those new metrics to be tracked, and brings it all together for the customer, supporting the customer journey and the whole customer lifecycle (in a previous episode we talk about the ‘business of experience’ going wider than traditional CX).  But it’s not only about the data. It needs to be coupled with qualitative research and the art of understanding CX and how it can best be deployed in an organization.  In this episode, you will also get some very practical advice such as an insight framework, and you will hear some real-life examples from e.g. Schiphol airport.   Some resources to learn more: Intersection of data, AI and CX video [https://video.informatica.com/detail/video/6228221550001] Informatica CX solutions web page [https://www.informatica.com/solutions/360-engagement/customer-experience.html] Informatica Customer Data Platform (CDP) web page [https://www.informatica.com/products/customer-data-platform.html] Redefining Modern Master Data Management in the Cloud e-book [https://www.informatica.com/lp/redefining-modern-master-data-management-in-the-cloud_4035.html] Customer Success Story Jardine Motors Group [https://www.informatica.com/about-us/customers/customer-success-stories/jardine-motors-group.html] Connect with Theo on Linkedin [https://www.linkedin.com/in/underlined/] Underlined website [https://underlined.nl/]