CX at scale & speed of customer expectations — Courtney Trudeau // Merkle
Courtney Trudeau
Merkle
- Part 1 CX at scale & speed of customer expectations — Courtney Trudeau // Merkle
- Part 2Why the biggest barrier in tech is data — Courtney Trudeau // Merkle
- Part 3Making the most of your tech & data investments — Courtney Trudeau // Merkle
Show Notes
-
02:25Changes in technology and its impact on customer expectationsRapid changes in technology, particularly with the rise of the internet, Web3, and the metaverse, are influencing customer expectations. Customers are increasingly expecting personalized experiences, value, etc, from the brands they love.
-
03:39The intersection of COVID 19, innovation, and consumer expectationsCOVID-19 accelerated innovation in eCommerce as traditional brands had to find new ways to reach customers and generate revenue. Brands are also experimenting with AI and machine learning to enhance personalization and expedite the path to meet consumer expectations.
-
05:00How rapid changes in technology have evolved B2B sales practicesB2B firms are adapting their sales practices to reach their consumers online and provide more personalized and relevant experiences on-site. They are exploring how to package their offerings in an eCommerce format that is relevant to different accounts.
-
06:48Why brands must create purposeful experiencesThe acceleration of technology and COVID-19 shifted more control to consumers in terms of the messages they see and which brands they interact with. As a result, reaching the masses is harder, so brands must create purposeful customer experiences to survive in todays context.
-
09:00How consumer expectations have influenced the conversion processIf potential customers are unable to find the resources needed to make a purchasing decision quickly while on your site, youll likely lose them. Understanding and delivering what the consumer wants at the right moment is crucial for conversion.
-
10:39Driving customer loyalty post purchaseTo retain customer loyalty, companies must use data to understand their customers' preferences and provide ongoing value. This can be achieved through exclusive content, exceptional customer service, offers and discounts, and showcasing the brand's values.
Quotes
-
"COVID was the accelerator that brought all the traditional brands into the digital age." -Courtney Trudeau, SVP Tech Strategy, Merkle
-
"B2B and high-tech organizations are trying to evolve their sales practices to go from the more traditional sales and service on-site practice to, how can we service consumers online?" -Courtney Trudeau, SVP Tech Strategy, Merkle
-
"Many people don't even have linear TV anymore. We have the Netflixs and the DIRECTVs of the world. How do you reach the same amount of people you used to reach with that one ad today?" -Courtney Trudeau, SVP Tech Strategy, Merkle
-
"Once you get someone into the funnel, and you have them on your site, giving them the information they need in the moment is super important." -Courtney Trudeau, SVP Tech Strategy, Merkle
- Part 1 CX at scale & speed of customer expectations — Courtney Trudeau // Merkle
- Part 2Why the biggest barrier in tech is data — Courtney Trudeau // Merkle
- Part 3Making the most of your tech & data investments — Courtney Trudeau // Merkle
Courtney Trudeau
Merkle
Up Next:
-
Part 1CX at scale & speed of customer expectations — Courtney Trudeau // Merkle
Courtney Trudeau, SVP of Tech Strategy at Merkle, provides an in-depth guide on meeting and exceeding customer expectations. Customer expectations have shifted towards more personalization and an overall exceptional experience during the buying journey. As technology advances and consumers gain more insight into organizations, brands need to adapt quickly to keep up with rapidly evolving customer demands. Today, Courtney discusses CX at the speed and scale of customer expectations.
-
Part 2Why the biggest barrier in tech is data — Courtney Trudeau // Merkle
Courtney Trudeau, SVP of Tech Strategy at Merkle, provides an in-depth guide on meeting and exceeding customer expectations. Collecting customer data is just the beginning of successful marketing. Ultimately, having the infrastructure in place to aggregate the data to gain actionable insights is key to maximizing the data’s potential. Today, Courtney discusses why the biggest barrier in technology is data.
Play Podcast -
Part 3Making the most of your tech & data investments — Courtney Trudeau // Merkle
Courtney Trudeau, SVP of Tech Strategy at Merkle, provides an in-depth guide on meeting and exceeding customer expectations. Making the right investments in technology and data must take into account factors such as ROI, existing infrastructure, and required skill sets. Moreover, beyond investing in the right technology, it’s crucial to ensure you have people who can manage it effectively. Today, Courtney discusses making the most of your technology and data investments.
Play Podcast
