Shruti Ahuja

Head of Data & Digital Transformation Virgin Media O2

Day 2

15:10 Panel Discussion | Passion Points vs Pain Points: Using Data about Customer Experiences to Choose the Right Investment

Reframing how we view customer feedback may just be the key to shaping the future of CX strategy. Historically executives have looked at pain points

as the answer to improving CX. Yet, companies are starting to shift their mindset, focusing on what customers are passionate about & find value in to establish a lifelong & loyal customer base. So, how can different companies & industries learn from both positive customer feedback and negative friction?

• How can organisations shift from using data solely to identify pain points to uncovering the moments, products, & experiences that customers genuinely value?

• What customer data should leaders be tracking beyond complaints & satisfaction scores? How can organisations use advocacy, repeat behaviours, emotional engagement, & customer passions to inform CX, product, & digital investment decisions?

• How can businesses identify & scale the experiences that create delight, deepen relationships, & increase customer lifetime value and what lessons can different industries learn from each other's approaches to building emotional connections with customers?

Check out the incredible speaker line-up to see who will be joining Shruti.

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