Customer experience – using a service design and data-driven approach to become customer obsessed

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Customer experience – using a service design and data-driven approach to become customer obsessed

02 Oct 2019
Retail Re-Engineered
Retail Re-Engineered , The Customer Evangelists

While retailers understand that today’s customer expects fully connected, relevant, personalised experiences driven by current preferences and recent interactions, the perfect execution across channels remains a challenge.

Join this session to hear practical examples on how to successfully use service design and a data-driven approach to truly put the customer at the heart of all decision making and land an influential and effective customer experience team.

Join this session if you are a senior retailer in marketing, customer experience, digital, stores or data and analytics, and learn:

  • Service design in retail – driving relevance and value in customer journeys through long term customer-obsession, continuous improvement and design automation at speed.
     
  • The Kingfisher journey in service design – a pivotal moment and lessons learnt from creating and measuring the impact of a multi-skilled customer experience design team.
     
  • Combining service design with data science – new ways to use data at scale to influence customer journeys and move towards genuine personalisation for high value customers.
Speakers
Andy Rudd , Director of Customer Experience - Kingfisher PLC
Alex Jones , Group Director - Fjord (Accenture)
Andrew Carlisle, Managing Director of Retail UK & Ireland - Accenture

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