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Netflix: personalization 202 – customer obsession

Keynote – World Class CX

When: Monday kl. 15:15 - 15:55
Language: English

Today, Netflix can predict the movie tastes of 120M members worldwide. How do they do it? In this talk, Gib will show why Netflix focused on personalization as a way to delight customers in hard-to-copy, margin-enhancing ways. You will also discover how human judgement + algorithms + presentation layer tactics improved customer retention.

As a product specialist for Netflix, Gibson Biddle was customer obsessed. He was always testing ways to make the customer experience better. Listen to Gib using real-life case studies to show how companies can use big data to delight customers in hard to copy and margin enhancing ways just like Netflix.

Speaker

Gibson Biddle

Former Vice President Product, Netflix

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