Customer Experience is a priority for retail brands – in fact 2 out of 3 CMOs report gaining deeper, richer customer experiences as their top marketing priority. However, the challenges many brands face are concerned with connecting the masses of data they possess, and gaining actionable insights that will then help deliver experiences that both delight and exceed customer expectations.
This session will demonstrate how brands can tackle these challenges with cognitive solutions, that can for example uncover the most meaningful purchase triggers and use them to develop unique insights into customer feelings, motivations and behaviours.
We will share real customer stories featuring Ernsting’s Family and Performance Bicycle, who have used qualitative, quantitative and contextual analytics to better understand their customers’ journeys, relationships and opportunities.
This session aims to offer guidance on how brands can create better customer experiences by automating data-driven actions with cognitive solutions.
Neelam Kharay, Customer Experience Analytics specialist, IBM Watson Customer Engagement
Neelam is a pan-European Customer Analytics Specialist based in London, UK. With several years of experience as a marketing practitioner combined with a rich SaaS consulting history across EMEA, she is genuinely dedicated to helping clients realise true business value from digital marketing solutions. Neelam has worked with an impressive portfolio of clients where she has helped them turn insights gained from analytics into additional revenue, savings on marketing spend, enhanced merchandising decisions, increased brand loyalty, PR opportunities as well as improvements in the overall customer experience. She is a real advocate of the relationship between analytics and marketing, and is passionate about personalisation techniques and technologies.