Data Driven CX is THE podcast, where you learn all about Data Driven Customer Experience. For leaders in Marketing, CX, Digital, Data, Information and IT who want to learn more on HOW to make use of data to successfully engage with customers and transform CX in their organizations. In this podcast, the fundamentals of Data Driven CX are explored in conversations with industry thought leaders and successful business leaders.
You learn trends, industry standards, how to tackle challenges, practical tips and best practices on:
1. Connecting customer data to make better CX decisions; 2. Creating Trusted data by making the process transparent; 3. Experimenting and innovating based on data; 4. Turning data into Actionable insights; 5. Driving Adoption of a data culture and new technologies to support it.
The host of this Informatica podcast is Nienke Bloem CCXP, global expert in CX who interviews thought leaders, experts, and business partners, to dive into the world of data driven CX.
With Guest Jennifer Belissent: Data Driven CX in the Telco Industry
Meet Jennifer Belissent, Principal Data Strategist at Snowflake. As our guest in this episode of the Data Driven CX podcast series, she will put a spotlight on what data means within Telco companies and beyond. She will share some fascinating examples of how Telcos have contributed to consumer or citizen experiences by sharing data with other organizations. From a business perspective she will highlight how data can be leveraged internally or monetized as ‘data products’, ultimately contributing to better customer experience.
5 Aug 2022
With Guest Chris Poad: Data Driven CX in the Retail industry.
This episode will look at the topic of Data Driven CX in the Retail industry. Meet Chris Poad – currently Managing Director, Retail Solutions EMEA at Google Cloud, and with an impressive career at leading retailers such as Otto Group, Amazon, and Tesco. Get Chris’ point of view on how data informs and drives the customer experience. We’ll discuss how data teams can help the business leverage data and how critically important it is to democratize data – making it available and of use to everyone in the organization.
1 Dec 2021
With Guest Trevor Hodges: Data Driven CX at a strategic, tactical, and operational level.
Meet returning guest Trevor Hodges, who will build upon the CX Data Strategy topic from episode two. The conversation will look at Data Driven CX at a strategic, tactical, and operational level. How do you organize at each of these levels, what are some keys to driving change, and does your team play defense or offense?
24 Nov 2021
With Guest Jennifer McGinn, Senior Director of Product Marketing at Informatica
In this episode you will meet Jennifer McGinn, Senior Director of Product Marketing at Informatica. Jennifer and our host Nienke Bloem cover some of the data related questions that CX leaders and professionals often ask. Jennifer talks about the synergy between IT and CX, finding the truth and overcoming bias.
17 Nov 2021
With Guest Theo van der Steen, CEO at Underlined and Guest Lecturer at the Jheronimus Academy of Data Science
Our guest in this episode of the Data Driven CX podcast series is Theo van der Steen, CEO at Underlined and Guest Lecturer at the Jheronimus Academy of Data Science. Theo comments on the art and science of Data Driven CX. Data can give you a compass in your efforts to become customer obsessed, and true insights can certainly be derived from data. But what is the framework to guide you, how do you avoid bias, what is the potential and limitations of data, and where does the art of CX come into play?
15 Apr 2021
With Guest Gene Cornfield, Managing Director and Experience Transformation Lead at Accenture Interactive (Part 2)
This episode features part two of a conversation with Gene Cornfield, Managing Director and Experience Transformation Lead at Accenture Interactive. Here, we will dive into the five dimensions of ‘Purpose led Transformation’. What does it mean to be customer obsessed or experience driven? We will also address how to achieve short term results while driving a long-term full transformation, and close with some advice for our listeners – the data driven CX leaders.
8 Apr 2021
With Guest Gene Cornfield, Managing Director and Experience Transformation Lead at Accenture Interactive (Part 1)
This episode features part one of a conversation with Gene Cornfield, Managing Director and Experience Transformation Lead at Accenture Interactive. We will get an introduction to the concept of business of experience and how this relates to customer experience, and we will discuss transition versus transformation. Gene will challenge our thinking on customer journeys and explain CPIs – Customer Performance Indicators.
1 Apr 2021
With Guest Peter Ku, Industry Strategist at Informatica
In this episode we shine a spotlight on CX in the Financial Services and Insurance industry. We meet Peter Ku, Industry Strategist at Informatica, as he discusses digitalization in FSI, common data issues, and what you can do to make sure your data becomes fit for use and can drive the right customer experiences.
25 Mar 2021
CX Data Strategy with Trevor Hodges
In this second episode of the Data Driven CX podcast, we discuss CX Data Strategy. To have a data strategy is to think about data as a strategic asset and make sure you maximize data leverage. Trevor Hodges introduces a data strategy framework that can help structure your thinking, promote consistency, and decrease the risk that desired business outcomes and ROI is not achieved.
18 Mar 2021
With Guest Sarah Hillman, Global Head of CRM and Data at The Travel Corporation (TTC)
In this very first episode of the Data Driven CX podcast series we’ll meet Sarah Hillman, Global Head of CRM and Data at The Travel Corporation (TTC). Sarah shares how TTC was able to prioritize customer experiences when the pandemic hit. She comments on the role of data, the very interesting intersection between technology and people, data and humans, and the concept of Data Driven CX. Finally, she provides some great insights into success factors for the use of data to power customer experiences.
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