How do you ensure your customers feel heard, understood and valued? By consistently demonstrating customer centricity through authenticity, transparency, empathy and personalization at every touchpoint.

Of course, the only way to know who to target, and when, where and how to target them, is data — and data can be overwhelming. Your solution is the CDP.

Learn how the customer data platform turns tracking info into customer success.

You can’t fix what you don’t know is broken. You can’t connect with customers if you can’t understand them. You can’t achieve new success if you can’t spot opportunities. These adages confirm the enduring importance of customer intelligence. Unfortunately, knowledge of their importance is not translating into action.

More than 90% of companies confirm challenges with their customer intelligence strategies. It should come as no surprise, therefore, that brands are struggling to eliminate frequent pain points, orchestrate better journeys, or achieve more personalized interactions.

In this opening keynote, CEI analysts Brian Cantor and Christine Ducey will share research on the state of customer intelligence ahead of 2023. They will reveal the new standard of data needed to connect with customers, roadblocks that prevent companies from collecting and analyzing what they need, and opportunities for not only fixing those problems but harnessing data to create unforgettable customer journeys.

A leading CX strategist with 20 years of experience, Katherine Ketter, CDP, PCHA, Director of Customer Experience for Health Partners Plans, demonstrates what all businesses can and should be learning from the best healthcare companies, including customer journey mapping; “meeting customers where they are” and providing “trauma-informed” customer care; collecting and using data to better target, customize, personalize and demonstrate empathy in all communications; reconsidering KPIs (“keeping people informed and engaged”); training all workers on customer experience; collaborating across departments; prioritizing diversity, equity and inclusion; and “surprising and delighting” staff to optimize employee experience.

A leading customer experience strategist focused not only on monitoring and measuring data but catalyzing action within forward-thinking organizations, Shelly Chandler, most recently Head of Customer Experience for Delaware North, shares her secrets — with real-life examples — on developing and adapting your CX strategy; managing a successful CX team; the importance of data science to enabling empathy and personalization; how to create and measure KPIs and performance benchmarks; the keys to customer journey mapping; and overcoming silos to integrate customer experience, sales, marketing, operations and even employee experience.