Jessica Pargament

Director, Omni-Channel
LensCrafters Inc

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

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Day Two: Creating a Customer Centric Culture: Aligning Your Organization Around Your Most Valuable Asset

Monday, February 6th, 2017

11:35 Excavating Top Pain Points from Voice of the Customer Data

A seamless customer experience across multiple touch-points will only be possible if brands can create a single view of the individual customer. Given the amount of customer touch points, there is a staggering amount of data being collected from the customer at each one. The challenge then becomes taking this customer data and mapping out each customer’s history of interactions and preferences, thereby understanding the end-to-end customer journey and being able to meet them where they prefer to access your services.

• Aggregating all of the data you have collected from surveys, social media, complaints, etc
• Studying trends in how your customer reacts with you
• Finding touch points that cause extra effort for the customer
• Putting together an action plan or road map to address top issues