Making It Work
Aarhus 15 conference
November 3-5 2015

Program: Tuesday | Wednesday | Thursday | Speakers | Tracks | Social events
Jake DiMare

Becoming customer obsessed: Steps on the path to a fully realized customer experience strategy

Time: 13.00 - 16.00, Tuesday November 4

Speaker: Jake DiMare (USA), Agency Oasis


In recent years, many organizations have made significant investment in marketing technology which promises to automate the delivery of a highly personalized and enhanced customer experience. However, these powerful technology solutions are only a part of the overall capability needed to make good on this promise. Together in this workshop we will explore another critical angle: Deep, and meaningful understanding of our customer’s feelings, goals, and aspirations, as they make the journey from awareness that they may want or need our products or services to lifelong advocates of our brand.
The purpose of this workshop is to learn more about how to prepare for the rollout of a successful Customer Experience delivery platform. We’ll share specific tools and the process followed to leverage them, with a special focus on empathy based personas and customer journey mapping. We’ll also take a look at where these tools fit within the overall path to successful adoption and use of automated customer engagement platforms.

Read more: What customers want & need in 2015 and beyond

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