Big Data, Analytics, and Infosense: Using Technology to Drive Customer Loyalty and Advocacy
In customer experience, there is no such thing as meeting expectations. You either exceed expectations or you fall short. According to an IBM study, more than three out of four customers expect organizations to understand their individual needs. Some call this the Amazon Effect. Trendwatching.com calls this info-sense, which is using data to understand and meet the individual, personalized needs of your customer.
Jack Welch said there are two forms of competitive advantage: Learning more about your customers and putting it into action faster than your competition. Are you turning big data into useful data? Are you leveraging analytics to improve the customer journey?
Evan Carroll, co-author of Blue Goldfish, will uncover how companies are using data, analytics, and technology to create world-class customer experiences. You’ll leave with a full toolbox of strategies, tactics and practical advice to improve your customer experience and ultimately your bottom line.
About Evan Carroll
Evan Carroll is an author, speaker, and experience architect. His career spans roles in user experience, marketing, and product management for leading agencies and technology companies. He’s the author of two technology books and has appeared in major news outlets including The New York Times, CBS Sunday Morning, NPR’s Fresh Air, The Atlantic, and Popular Science.
A frequent speaker on technology, marketing, and digital culture, Evan has presented to audiences at SXSW Interactive, the Library of Congress, the Internet Archive, the American Bankers Association, the American Bar Association, the American Marketing Association, and the Direct Marketing Association, among others.
Before starting Evan Carroll and Associates, Evan worked at ChannelAdvisor, an e-commerce software company that helps brands and retailers extend their reach. Previously, Evan worked at Capstrat, an award-winning communications agency in the Omnicom Group. There Evan helped technology, healthcare, and higher education clients craft their digital and traditional communications.
Evan is co-author of the book, Blue Goldfish, which highlights businesses leveraging technology, data and analytics to do a “little something extra” to improve the experience for their customers. A leader in digital legacy and personal archiving,
Evan is co-founder at The Digital Beyond and co-author of the book, Your Digital Afterlife: When Facebook, Flickr and Twitter Are Your Estate, What’s Your Legacy? (New Riders Press, 2010). Evan holds MS and BS degrees in Information Science from UNC-Chapel Hill. He’s a past president of the Triangle American Marketing Association and is a member of the National Speakers Association.