Yesterday I spoke at an event organised by the very nice people at Hard to Measure. Great turnout of interesting people from different backgrounds, but all interested in how we can capture the (real) customer experience.
Here’s the blurb…
In the Experience Economy, capturing the real customer experience is more important than ever. But the proliferation of digital technology has both multiplied and changed the nature of customer touchpoints, making this task more complex.
In addition, recent thinking from behavioural economics tells us it is not always straightforward to get to a true understanding of our customers’ experiences. The reasons people do things may be a mystery to themselves, let alone market researchers.
In this talk I look at the shift in the customer landscape and our understanding of ourselves, before looking at practical ways to capture the real customer experience with examples from the nativeye insight platform.