March 5-6, 2019
How you think about, interact and communicate with customers is based on the premise that you know who they are and how they make choices. However, traditional ways of looking at customers tend not to incorporate the role of tribalism or how people self-define which directly impacts human behavior and decision-making. What may appear to be illogical behavior to an outsider may be behavior that is in sync with a group’s values and goals.
Narrative economics provides a different way of listening and gaining insights into how your customers perceive themselves, what is important to them and how they make decisions. This session will provide ways you can use narrative economics to help you better understand who your customers are and what they want.
We leveraged behavioral data to first identify target audiences. Once these customers were identified, we sent them a custom survey that explored media preferences, content preferences and live journalism formats. [...]
Tuesday | 2:15-2:45 | Room 1
Journey-mapping is the best practice to understand how your customers view their experience; Forrester reports that 88 percent of customer experience (CX) professionals are mapping customer journeys and Temkin Group [...]
Wednesday | 8:30-9:00 | Room 5
Today’s enterprise clients require reporting that goes beyond simple PPT decks. They demand reporting solutions that eliminate the manual, tedious, time-consuming, error-prone processes around static survey data reporting. Real case studies [...]
Tuesday | 5:00-5:30 | Room 3