NGCX 2020

March 23 - 25, 2020

Hyatt Regency Indian Wells, CA

Mark Smith, President at Kitewheel

Mark Smith


Check out the incredible speaker line-up to see who will be joining Mark.

Download The Latest Agenda

Day One: Using Customer Insights to Streamline Experiences

Tuesday, March 24th, 2020

2:30 PM Case Study: Using Journey Analytics to Optimize Decision Making & Unlock Business Value

Traditional analytics programs have caused CX teams to struggle under the weight of a massive volume of customer data across several silos leaving your organization with little actionable info on your customer’s journey. Costly methods of fixing these issues, such as integrating your data silos and hiring data scientists to analyze all of the info you have aren’t available to all- so how can your business effectively use your data? With the help of customer journey analytics, CX teams are now able to aggregate their siloed data and understand the customer’s journey and make decisions on how to improve it for better experiences and increased loyalty. Journey analytics can highlight high value customers for your marketing teams, increase retention for your loyalty teams by identifying high risk customers and improve CX by finding real and constant friction points that need to be addressed.

Speaker to be named, Kitewheel