33 episodes
Conversations with Masters: How to Better Understand Your Customers Gold Research Inc™
-
- Business
We believe that peer-to-peer “experience shares” offer the best form of learning. Such learnings become even more powerful, and actionable, when those who are sharing their experiences are experts who have successfully overcome the same customer challenges that you may be facing today.
So, in this ongoing series we will present discussions with different CX, Research, and Insights Masters. Each interviewee has a track record in optimizing customer experiences, building loyalty, enhancing innovation, and growing sales exponentially.
By learning from these Masters, you will gain insights and develop strategies on how to better understand your customers and take their experiences to the next level.
-
Hear Monica Aguilo, Senior Director, Consumer Insights, Strategy, & Social Impact, MANSCAPED
Hear why empathy is crucial in customer journey research. Listen how expanding data – qualitative and quantitative – helps avoid segment bias and gain a comprehensive customer journey view. Listen why aligning customer journey insights with business impact objectives is the perfect recipe for baking the “gift-that-keeps-on-giving”.
-
Hear Manisha Sharma, Consumer Insights Lead
Hear why exploring the triad of impacts – business, financial, and personal, is imperative to discern the personal ramifications for stakeholders when business and financial objectives align. Listen how acknowledging personal impact in customer journey mapping and research can transform business influencers into proactive champions, driving investment in research and actionable results. Learn how new companies can pinpoint and leverage customer experience gaps to sway consumers towards their ...
-
Hear Reva Sheehan, Sr. Director, Customer Insights, mPulse Mobile
Hear what sets customers apart on their buying journeys. Listen how you can better understand your more “silent” customers. Learn where tailored communication can stand out in crafting customer experiences for distinct audiences, sending relevant messages, and adapting to diverse content consumption preferences.
-
Hear Chris Ogilvie, Head of Research and Insights, Netspend
Hear why benchmarking is indispensable in understanding your customer’s journey in relation to competitors, and discerning the experiences that influence their preferences for one company over another. Listen how decision-makers’ preferences for qualitative or quantitative data can be harmonized: recognizing the strengths of both and leveraging a hybrid approach for optimal insights. Learn why it is vital to transform a customer pain point into a tangible financial metric, be it cost leakage ...
-
Hear Tisha Cole, Director, Customer Insights, Kenvue
Hear what it means to ground the customer experience: a unified framework that fosters the right mechanisms for an effective customer journey. Listen to why it’s important for internal stakeholders to grasp the nuances of “customer experience” and its varied interpretations across different business sectors. Understand when to utilize a “hypothesis setting workshop” as a collaborative approach to identify gaps in customer understanding, successes, and the extent of shared insights across busi...
-
Hear Earlene Biggs, Divisional Principal, Commercial Solutions, ICON plc
Hear how customer journey mappers can guide clients on achieving the end business impact that they hope to accomplish. Learn why it is critical for senior leaders to recognize that there is no proxy for the voice-of-the-customer. Listen to what we can do to identify how customers may relate to, and differentiate from, each other.