October 27, 2022 • 20 mins
Today we’re discussing something that is becoming even more important today, which is how to use data to transform your customer journey. We can’t stress this topic enough and we found an amazing guest to discuss it, Biren Fondekar, who is currently the VP of Customer Experience over and Digital Strategy at NetApp. The only way, especially in today’s digital world, to truly understand the customer and what they’re experiencing is to capture as much data as you can as the customer is working their way through their customer journey.
Why is data so important? 4:57
How to become a more data driven organization 7:06
Data ownership 13:41
Using the customer experience governance board 14:51
“When I think of a customer journey, it’s everything from when a customer first hears about you as a vendor and as a product, all the way until they buy from you when they use your product and need support on it and so on. Being able to capture all those data points as the customer is progressing through that journey really helps us pinpoint friction points, pain points, and so on, and drive a much more kind of focused and specific customer experience for that given customer.” 5:39
Why is data so important? 4:57
How to become a more data driven organization 7:06
Data ownership 13:41
Using the customer experience governance board 14:51
“When I think of a customer journey, it’s everything from when a customer first hears about you as a vendor and as a product, all the way until they buy from you when they use your product and need support on it and so on. Being able to capture all those data points as the customer is progressing through that journey really helps us pinpoint friction points, pain points, and so on, and drive a much more kind of focused and specific customer experience for that given customer.” 5:39
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