Case History on Harnessing Data and Analytics for Strategic Advantage

Moderator:
Melinda Ellsworth, Senior Director of Customer Experience, Watkins Wellness

Abstract:
When embarking on a CX strategy, it’s critical to leverage data on the most impactful initiatives. By first collecting and analyzing the current state of business and customer needs (not only perceived deficiency) you build stakeholder trust driving speed, change management, buy-in and collaboration with clear measures of success.

Action Items:

• Identify the critical to success measures, sources of data, and collection and analysis methods.
• Eliminate the noise. Facilitate and empower your teams to drive focus on the truly most impactful initiatives.
• Implement broad stakeholder collaboration from the outset to build excitement, understanding, and buy-in on mutual responsibility.