The era of experience transformation continues and has only been made more prominent over the last couple of years. Customer experience is no longer just a side project but instead a core reason to differentiate in the market. Hyper-personalization and connected experiences are critical to win moving forwards.
To gain a competitive advantage, organizations need to gather deeper insights across all sources of data – structured, unstructured and inferred – and ultimately create meaningful and lasting customer connections.
But where do you start? How do you create a balance between structured and unstructured data? How do you collect and analyse unstructured and unsolicited data? These questions among others will be discussed and best practices shared