Knowing and Serving Your Customers Better Through Journey Management
Keynote
Keynote
onsdag kl. 08:30 - 09:00
Språk: Engelsk
Most companies collect feedback from their customers in some fashion, but few are able to effectively use this feedback to actually improve customer experiences. This is because for many organizations the insights they get from customer feedback are often very high level and not actionable. Delivering great customer experiences requiring a deep understanding of the different types of customers across all of the different stages of the customer journey.
Applying a Customer Journey Management approach can help bridge the gap from just collecting information to truly understanding. In this session, Raj will cover some common Journey Management techniques that CX leaders use to understand customers at the depth needed to actually drive CX improvements.
About Airbnb
Headquartered in San Francisco, Airbnb have satellite offices in Dublin, London, Barcelona, Paris, Milan, Copenhagen, Berlin, Moscow, São Paulo, Sydney, and Singapore.
Foredragsholder
Raj Sivasubramanian
Former Customer Experience Insights Manager, Airbnb
Raj is a seasoned Customer Experience leader. At Airbnb, Raj is focused on developing new approaches to capture and socialize the voice of the customer and to build processes that enable teams to act on customer feedback.
Prior to Airbnb, Raj was at Verint where he drove go to market strategy for CX consulting offerings and helped Verint’s clients optimize the business impact of their Voice of Customer programs. Prior to Verint, Raj was at eBay leading efforts to shift the NPS program’s focus from simply trending metrics to delivering actionable insights.
Raj holds an MBA from the Haas School of Business at the University of California, Berkeley and a BS in Electrical Engineering from the Georgia Institute of Technology.
About Airbnb
Founded in August of 2008 and based in San Francisco, California, Airbnb is a trusted community marketplace for people to list, discover, and book unique accommodations around the world — online or from a mobile phone. Whether an apartment for a night, a castle for a week, or a villa for a month, Airbnb connects people to unique travel experiences, at any price point, in more than 33,000 cities and 192 countries. And with world-class customer service and a growing community of users, Airbnb is the easiest way for people to monetize their extra space and showcase it to an audience of millions.
Flere foredrag:
Roundtable – meet the best international experts on AI, CX, personalization and customer journeys to increase loyalty and customer lifetime value! (Pre-registration required)
Nitin Thariyan, Founder and CEO, Lean On Data
Maria Moreau, CRM & Marketing Automation Director, Boozt
Raj Sivasubramanian, Former Customer Experience Insights Manager, Airbnb
Mikkel Korntved, CEO, Loyalty Group
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