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Data & Analytics
Contributor: Jonathon Little
Posted: 01/11/2017
Data Law
Jonathon Little, Partner at Jones Day, talks about what changing data Protection laws mean for global customer experience and insight professionals. 2016 has been a big year for data privacy. After more than four years of consideration, the EU has implemented a fundamental review of its data protection laws. Consequently, an updated regime will co Full Article »
Posted: 12/06/2016
Forrester Data-Driven Design Evolution
Tony Costa is a Senior Analyst at Forrest. At the Executive Customer Contact Exchange US he presented an insightful session on data-driven design and the rise of individualised experiences. He says that in today’s society being ‘good’ is no longer good enough, because organisations don’t stand out and you blend with everyone else. You’re not a dif Full Video »
Contributor: Zarina de Ruiter
Posted: 10/04/2015
CX Leaders
Podcast interview with James Frost, CMO of Worldpay UK, about the importance of data as part of a CX strategy and the trends that will define the industry in 2016. James Frost is the CMO of Worldpay UK, where he is responsible for the development and management of all marketing across the UK and Ireland – from sole traders to the largest Full Podcast »
Posted: 11/07/2016
NPS Data Customer Experience Success
Net Promoter Score (NPS) has become the most widely accepted measure of customer loyalty and retention. It is also the only customer experience metric proven to be a leading indicator of a company’s growth potential and financial health. For companies using NPS as part of their customer experience management (CEM) programme, one of the most common Full Whitepaper »