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