Hear how Erik Vogel, Global Vice President, CX, Hewlett Packard Enterprise, is driving change internally while staying focused on the customer’s experience. He explains how his key pillars ensure that all CX improvement efforts are in alignment with customer expectations. Listen to real-world examples of how customer journey mapping and personas can help align and unify different teams to a common goal and vision.

Hear how Jessica Bolger, Head of insights, VOC, Drinkworks, discusses how she maintains a constant pulse of her customers, while generating actionable insights by focusing on the “moments-of-truth” and triggers in the usage stage of her customers’ journeys. Listen to how she mapped key insights for a product that had minimal data (as it had just launched).

Hear Yogesh Chavda shares how he leveraged customer insights during the pandemic to bring advertisers back. He also gives us the “aha” moments customer journey research can uncover even for everyday commodity products, as well as what is “Death-by-Data,” and how you can avoid it.