Customer lifecycle management practices have been around for several decades. Companies have built intelligent customer acquisition, retention and value management practices and claim to really understand the customer context, anticipate her needs and help her in her overall decision journey. However, our day to day experience as a consumer is often very different. This session will focus on what isn't working, evolving customer expectations (such as personalization and relevance) and how advances in AI/Machine learning may be able to help.
Over the last 16 years, I have been a thought partner to global corporations (in the consumer packaged goods, retail, financial services and technology industries) as they have embraced analytics and made it their competitive differentiator. Making data driven decisions a way of life (institutionalizing analytics) in major corporations is a mission to which I am committed. I also believe in building a great place to work that attracts the best minds in the world and creating a trusting environment where people are respected and free to do creative problem solving.