This video is still being processed. Please check back later.

Customer Experience and Customer Centricity

Hear from industry experts from Monetize.CX and Exponea, a Bloomreach company, as they discuss the topics of customer experience and customer centricity

About this course

Our experts will reveal the evolution of the terms and their current impacts on the e-commerce world. They will also dive into how to transform these terms into a growth strategy. The speakers will share the main challenges and bottlenecks that companies face and help you to understand how they can be overcome by sharing best practices from the top to the bottom of the organizational structure.  

Are you not even sure if your company is customer-centric? That’s ok! Our speakers will measure how to demonstrate customer centricity and specifically what type of data you should focus on. The discussion will be full of real-life use cases that will help you leverage your data and increase the value of your customer base.  

Speakers

Peter Kmoško

MonetizeCX founder | Experience & CLV freak | Generation.CX movement founder | ex-Microsoft

Peter Jakus

VP of Industry & Market Insights | Speaker | Consultant CEE/UK

Content outline: 

  • Introduction for marketers to CX/CC in the e-commerce world 
      1. What does customer experience mean? How does it apply to the e-commerce world?
      2. Why should you choose customer intimacy as a competitive strategy?
      3. Does the size of the company have an impact on the competitive strategy? 
      4. What is the difference between customer experience and customer Centricity/intimacy?
      5. What is the history of customer centricity as a strategy? Is it new?
      6. What are the regional differences?
  • How to make CX/CC a growing strategy for the company
      1. What are the biggest challenges you need to be aware of?
      2. What are the best practices?
      3. Is it necessary to change the company's organizational structure? If yes, how?
      4. How do you apply the knowledge to existing positions? How do you continually develop the positions?
      5. What are the recommended actions? What should be the quarterly goals? 
      6. How does it look when applying CX/CC successfully? Comparison 1/5 vs. 5/5 points. 
      7. What about setting the right KPIs?
  • Getting to know your customer and understanding their value
    1. How would you measure if you are customer centric?
    2. What is the role of Personas? How should they be used?
    3. How do you transform the data into actionable insights?
    4. How do you improve the Customer Lifetime Value (CLV)?
    5. Use case: Lyft cohorts
    6. Get inspired by these players!

Curriculum

  • Masterclass
  • Introduction for marketers to CX/CC in the e-commerce world
  • How to make CX/CC a growing strategy for the company
  • Getting to know your customer and understanding their value
  • Feedback
  • Downloadable materials

About this course

Our experts will reveal the evolution of the terms and their current impacts on the e-commerce world. They will also dive into how to transform these terms into a growth strategy. The speakers will share the main challenges and bottlenecks that companies face and help you to understand how they can be overcome by sharing best practices from the top to the bottom of the organizational structure.  

Are you not even sure if your company is customer-centric? That’s ok! Our speakers will measure how to demonstrate customer centricity and specifically what type of data you should focus on. The discussion will be full of real-life use cases that will help you leverage your data and increase the value of your customer base.  

Speakers

Peter Kmoško

MonetizeCX founder | Experience & CLV freak | Generation.CX movement founder | ex-Microsoft

Peter Jakus

VP of Industry & Market Insights | Speaker | Consultant CEE/UK

Content outline: 

  • Introduction for marketers to CX/CC in the e-commerce world 
      1. What does customer experience mean? How does it apply to the e-commerce world?
      2. Why should you choose customer intimacy as a competitive strategy?
      3. Does the size of the company have an impact on the competitive strategy? 
      4. What is the difference between customer experience and customer Centricity/intimacy?
      5. What is the history of customer centricity as a strategy? Is it new?
      6. What are the regional differences?
  • How to make CX/CC a growing strategy for the company
      1. What are the biggest challenges you need to be aware of?
      2. What are the best practices?
      3. Is it necessary to change the company's organizational structure? If yes, how?
      4. How do you apply the knowledge to existing positions? How do you continually develop the positions?
      5. What are the recommended actions? What should be the quarterly goals? 
      6. How does it look when applying CX/CC successfully? Comparison 1/5 vs. 5/5 points. 
      7. What about setting the right KPIs?
  • Getting to know your customer and understanding their value
    1. How would you measure if you are customer centric?
    2. What is the role of Personas? How should they be used?
    3. How do you transform the data into actionable insights?
    4. How do you improve the Customer Lifetime Value (CLV)?
    5. Use case: Lyft cohorts
    6. Get inspired by these players!

Curriculum

  • Masterclass
  • Introduction for marketers to CX/CC in the e-commerce world
  • How to make CX/CC a growing strategy for the company
  • Getting to know your customer and understanding their value
  • Feedback
  • Downloadable materials

We rely on cookies

to optimize our communication and to enhance your customer experience. By clicking on the Accept and Close button, you agree to the collection of cookies. You can also adjust your preferences by clicking on Manage Preferences. For more information please see our Privacy policy.

Manage cookies
Accept & close

Cookies preferences

Accept & close
Back