35 min listen
How to Use Data to Transform Your Customer Journey | Biren Fondekar
FromCX Conversations
ratings:
Length:
21 minutes
Released:
Oct 27, 2022
Format:
Podcast episode
Description
Today we’re discussing something that is becoming even more important today, which is how to use data to transform your customer journey. We can’t stress this topic enough and we found an amazing guest to discuss it, Biren Fondekar, who is currently the VP of Customer Experience over and Digital Strategy at NetApp. The only way, especially in today’s digital world, to truly understand the customer and what they’re experiencing is to capture as much data as you can as the customer is working their way through their customer journey. Why is data so important? 4:57How to become a more data driven organization 7:06Data ownership 13:41Using the customer experience governance board 14:51“When I think of a customer journey, it’s everything from when a customer first hears about you as a vendor and as a product, all the way until they buy from you when they use your product and need support on it and so on. Being able to capture all those data points as the customer is progressing through that journey really helps us pinpoint friction points, pain points, and so on, and drive a much more kind of focused and specific customer experience for that given customer.” 5:39
Released:
Oct 27, 2022
Format:
Podcast episode
Titles in the series (100)
The Art of the Conversation with Dionne Mischler | Inside Sales by Design: Today’s guest has been in sales and tech for more than 20 years and started her own business, Inside Sales by Design, 5 years ago to help organizations build and scale their inside sales infrastructure. Dionne Mischler turns cost centers into revenue... by CX Conversations