Session Description

Using Customer Feedback to Build The Experience They Desire

Tuesday, June 25, 2024

10:15 a.m. to 11:30 a.m.

This session will help you understand the importance of collecting customer feedback and quickly turning those insights into exceptional customer experiences that create valuable business results. With rapidly changing business environment and increasingly diverse customer personas, our associations will have to evolve the ways in which we collect and execute on continuous feedback to create unique, engaging customer experiences. In this session we’ll help you connect customer personas, voice of the customer insights and customer journey maps with the evolution of the products and services we use to create a connected and engaging customer experience.

Learner Outcomes:

1. Understand the importance of building customer personas and creating customer journeys through direct and intentional interaction with customers.
2. Learn new methods to engage customers and quickly transition that feedback into actionable business outcomes.
3. Understand how to create products or experiences using a digital-first, but not a digital-only strategy.