Data Driven CX

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?

Show Notes

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
Episode two of this podcast
Infographic: 5 Ways Your Customer Strategy Gets a Boost with a Data-Centric Approach
Blog Driving Data Strategy in the Digital Age - a Framework for Agility
Blog Change Management - a Critical Component for Sustainable Enterprise Data Strategy
Connect with Trevor on Linkedin

What is Data Driven CX?

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.