Based in Ottawa, canada, Tuesday Standard is a blog about consumer insights, digital measurement, online engagement and marketing.

Uncovering New Insights - My ForeSee Connect 2017 Presentation

Uncovering New Insights - My ForeSee Connect 2017 Presentation

In April, I had the opportunity to speak at the 2017 edition of the ForeSee Summit held in sunny and warm Phoenix. This is important given that I left Ottawa in the cold and snow so the few days of respite was definitely needed.

Understanding Customer Experience = Predicting Future Behaviour

Understanding Customer Experience = Predicting Future Behaviour

The few days in the dessert brought home 4 important lessons for me about the work my team and I do at CREA:

  1. Our role as insights managers, analysts, etc. in the organization is not just to collect data but it is also to tell stories. These stories need to be packaged for the various audiences in the organization. Packaging and story telling is the art side of what we do.
  2. The story of customer experience is one often missed over by organizations that just don't understand its importance in predicting future growth and success.
  3. Silos of information, and this was the point of my presentation, enact great harm on organizations and need executive support to break down. 
  4. There is some very cool stuff happening in customer experience and the prediction of future action by customers. Worth exploring whether you are in government, a non-profit, retail, etc. 

My presentation abstract - Download HERE

When was the last time you did an inventory of the data and insights already available to your organization? It’s not unusual for new initiatives to begin with a rally cry for new research and data to make better decisions and measure results, but few realize that there’s a hidden source of information that should be consulted first. In this session, Paul Dombowsky from the Canadian Real Estate Association (CREA) will discuss where to look for these “hidden sources” as well as how it utilized ForeSee data to prioritize development of REALTOR.ca to meet the needs of those looking for property in Canada. Attendees will also learn how to break down organizational “silos” to maximize the collection of CX data and provide compelling insights.

(http://www.foreseesummit.com/hubfs/summit_website/2017_presentations/client_presentations/2017_Summit_CREA.pdf?t=1494880874621 )

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Looking for Upcoming Talks on Insights, Analytics & Measurement?