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Boosting customer centricity by creating customer empathy and understanding with out-of-the-box ideas

Keynote – Brand Heroes

When: Wednesday kl. 10:40 - 11:20
Language: English

  • How building an internal customer insights academy and an ethnographic research program helped to address identified barriers of customer centricity
  • Creating 360 Video content recorded at customer homes to enable a deeper level of customer immersion
  • Designing and hosting Virtual Reality sessions to increase customer empathy


Anja Domres

Head of Research, eBay

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