Using data to prioritize customer journeys in the entertainment industry
The pros and cons of a focus on customer data in sports and gaming
Maximizing customer experience helps to move consumers down the sales funnel but this can be difficult to achieve without a strong data background. For the first time, the sports and gaming industries are becoming data focused and increasingly prioritizing customer journeys.
At CXN Live: Predictive CX 2023 Max Métral, the go-to-market analytics director at gaming giant Activision Blizzard sat down with Jon Hay, vice-president, data, intelligence and analytics at the Boston Red Sox.
The two discussed how and why the entertainment industry is increasingly focused on leveraging data to inform CX decisions and improve the fan experience. The discussion covered the importance of communication and partnership when leveraging analytics to drive personalized customer experiences and what the pros and cons of such an approach are.
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