Often, companies struggle with maximizing the value of the huge amount of customer data they capture and retain, yet some are leveraging analytics to begin tapping into the value of that information. In this session, attendees will learn how to align customer experience information with a customer analytics framework to accelerate their journey to meaningful and actionable customer insights.
Key Learning Points:
- Review the overall purpose and framework of a customer analytics strategy, including customer lifetime value modeling (CLV)
- Learn the difference between a Customer Analytics and Customer Experience (CX) program
- Discover why CX information is critical to a customer analytics strategy and learn how to leverage the strategy to maximum advantage
Original Webinar Date:
Wednesday, Oct 3, 2018
John Harris is a Senior Manager in Protiviti’s Advanced Analytics practice. He has more than 17 years of direct experience in the airline, utility and financial services industries. During his career, he has applied a strategic thinking and advanced analytics skill set to build predictive models, optimize resources and improve processes for all levels of leadership. As a Ph. D. student and National Science Foundation fellow, John’s research focus was supported/funded by Delta Air Lines and Lockheed Martin. Two Fortune 500 companies have attempted to paten his work leveraging predictive and optimization modeling techniques.