Customer Intelligence & Analytics
November 1-2, 2022 | 12-3 PM ET
Day 2: Wednesday, November 2nd
12:00 pm - 12:30 pm
Analyst Chat | Customer Intelligence Trends, Challenges & Opportunities For 2023
Brian Cantor -
Principal Analyst, CCW Digital Director,
CCW Digital
Philip Mandelbaum - Lead Content Analyst, CEI
Christine Ducey - Content Analyst, CCW Digital, Customer Management Practice
You can’t fix what you don’t know is broken. You can’t connect with customers if you can’t understand them. You can’t achieve new success if you can’t spot opportunities. These adages confirm the enduring importance of customer intelligence. Unfortunately, knowledge of their importance is not translating into action.
More than 90% of companies confirm challenges with their customer intelligence strategies. It should come as no surprise, therefore, that brands are struggling to eliminate frequent pain points, orchestrate better journeys, or achieve more personalized interactions.
In this opening keynote, CEI analysts Brian Cantor and Christine Ducey will share research on the state of customer intelligence ahead of 2023. They will reveal the new standard of data needed to connect with customers, roadblocks that prevent companies from collecting and analyzing what they need, and opportunities for not only fixing those problems but harnessing data to create unforgettable customer journeys.
12:30 pm - 1:00 pm
Philip Mandelbaum Talks Revolutionizing CX and EX with Katherine Ketter, Director of Customer Experience for Health Partners Plans
Katherine Ketter -
Director of Customer Experience,
Health Partners Plans
Philip Mandelbaum - Lead Content Analyst, CEI
A leading CX strategist with 20 years of experience, Katherine Ketter, CDP, PCHA, Director of Customer Experience for Health Partners Plans, demonstrates what all businesses can and should be learning from the best healthcare companies, including customer journey mapping; “meeting customers where they are” and providing “trauma-informed” customer care; collecting and using data to better target, customize, personalize and demonstrate empathy in all communications; reconsidering KPIs (“keeping people informed and engaged”); training all workers on customer experience; collaborating across departments; prioritizing diversity, equity and inclusion; and “surprising and delighting” staff to optimize employee experience.
1:00 pm - 1:30 pm
Gathering Data Without Infringing on Privacy: A Conversation with Thomas McMaster
Christine Ducey -
Content Analyst, CCW Digital,
Customer Management Practice
Thomas McMaster - Director, Customer Engagement, Compliance Architects
Using customer analytics and data to drive targeted sales and marketing efforts is great, but when does it start infringing on the customer’s privacy? Join Tommy McMaster from Compliance Architects as he shares insights on how to use data to personalize customer calls while remaining standard compliant.
In this session he will also cover:
- What expert personalized outreach looks like (and the technology you need to get you there).
- How data can help or hurt your chances of getting a sale.
- The future of customer data and analytics.
1:30 pm - 2:00 pm
Philip Mandelbaum Talks Data Best Practices Through the Customer Lifecycle with CX Leader Shelly Chandler
Shelly Chandler -
18-Year CX Vet,
Former Head of CX for Delaware North
Philip Mandelbaum - Lead Content Analyst, CEI
A leading customer experience strategist focused not only on monitoring and measuring data but catalyzing action within forward-thinking organizations, Shelly Chandler, most recently Head of Customer Experience for Delaware North, shares her secrets — with real-life examples — on developing and adapting your CX strategy; managing a successful CX team; the importance of data science to enabling empathy and personalization; how to create and measure KPIs and performance benchmarks; the keys to customer journey mapping; and overcoming silos to integrate customer experience, sales, marketing, operations and even employee experience.
