Using Data to Personalize the Customer Experience | Steven Maskell
from CX Conversations Hosted by LaunchPod Media
Today I am joined by Vice President of Customer Experience at Zones, LLC, Steven Maskell. He states you need to give the customer a reason to share their data with you and he gives questions you should ask yourself, such as what do you know about your customer? Are you able to see how they’re interacting with you? Or is it anonymized? Are they sharing with you information that’s important that you can use? “The two areas where I would say to best understand is to frame it around who are they and what are they doing, and then how are they influencing each other?” 6:52 Steven’s background 0:52 Basics and must haves to help build the personalized experience 5:20 Building an infrastructure to capture the data 7:47 “It took IBM a really long time to build Watson and Watson still screws up. What I would say is this: don’t expect that it’s going to solve everything. Really what it’s gonna do is it’s gonna help you understand a little bit better. A little bit better. That’s what you’re trying to do each and every time.” 11:05 https://www.linkedin.com/in/stevenmaskell/
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