Reframing How You Think About CX Personas

In this episode of #Hashtags, Gartner analyst Halle Stern discusses how to ensure that personas are created using prescriptive data to create customer understanding assets that improve marketing strategies. The discussion covers how to involve stakeholders from other functions in the creation of personas and to see the value in using personas in their day-to-day work. Halle also discusses how to keep personas relevant and refresh them to change as target customers change.

Halle Stern is a Senior Principal Analyst in Gartner’s marketing practice. She helps clients to better understand their customers’ needs and challenges to improve customer experience outcomes such as customer satisfaction, loyalty, retention and advocacy.