The Evolution of Customer Experience
Featuring Elizabeth Buchanan, President of North America, NielsenIQ, and Alex Clemente, Managing Director at Harvard Business Review Analytic Services
Customer experience is everything for B2C companies; any issue along the customer journey can have an impact on customer satisfaction and loyalty, market performance, and business growth. A great customer experience depends upon well-designed omnichannel management. Tracking and managing this increasingly complex and evolving customer journey, which is paramount to increasing wallet and market share, requires B2C companies, including those in the CPG sector, to take a data-driven approach.
But there are a number of hurdles to doing so. Often there are multiple functions within the organization that own discrete aspects of this expanding customer journey. There are new relationships to develop with nascent channel partners and existing partners with whom to strategize. More pressing, however, is the problem that many B2C firms are juggling siloed systems and dealing with data blind spots that prevent end-to-end visibility of the customer experience and journey.
In this webinar, Alex Clemente of Harvard Business Review Analytic Services (HBR-AS) and, Elizabeth Buchanan, President of North America at NielsenIQ, shared crucial insights into:
The latest generational shopping trends that are reshaping consumer journey
The difference between a multichannel shopping experience and an ecosystem approach and the implications of each for shoppers and retailers
Strategies to meet consumers’ evolving expectations in a rapidly changing marketplace, including a look into the impact of social commerce
