Scottrade, Orbitz Hone in on Customer Experience Insight: 2014 Engagement & Experience Expo

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Two Brands to Present Sessions on Customer Experience Insight and Customer Experience Initiatives

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There is a tremendous shift occurring toward comprehensive, digitally-driven analytics that take a proactive approach to customer insight.

Effective consumer insight starts with numbers. Fortunately for esteemed investment firm Scottrade, Inc., the company lives and breathes for the numbers.

At the 2014 Engagement & Experience Expo, presented by Loyalty360 – The Loyalty Marketers’ Association, Scottrade and EffectiveUI will present a session focusing on how to proceed tackling daunting research projects, and how companies can use that data to better understand and shape the customer journey.

The session titled, “Scottrade and Understanding the Customer Journey: When Segmentation Isn’t Enough,” will explore a comprehensive ethnographic study in which the companies listened to 36 people in their own environments to uncover what trading and investing meant to their lives overall, how Scottrade fits into this, the tools they use, where they need guidance or help, and how they feel along their journeys.

The session will detail how Scottrade plans to implement its consumer research findings, how to effectively monitor the results of customer satisfaction programs, and how to address the “pain points” involved in journey mapping.

What’s more, both companies will provide customer experience professionals with a plethora of tips to strengthen their customer relationships.

Orbitz will present another fascinating session that will focus on its customer experience initiative known as the Consumer Insights function. The session, titled “Putting the Customer Front and Center: Building the Consumer Insights Function at Orbitz Worldwide,” will delve into how to create a comprehensive data insights platform with limited budget and resources, and how these programs can shape future initiatives.

The Orbitz Consumer Insights function was created to garner consumer insights, and is being used to infuse the customer’s perspective into company programs such as the Orbitz Rewards loyalty program.

“There is a tremendous shift toward comprehensive analytics, leveraging customer insight to create a proactive meaningful dialogue with customers,” Erin Raese, President and COO of Loyalty360 – The Loyalty Marketers’ Association, said. “We are thrilled to welcome Scottrade and Orbitz, who will be sharing their findings and insights with attendees at Engagement & Experience Expo.”

The 4th annual Engagement & Experience Expo will be held Nov. 10-12, 2014 at the Renaissance Dallas Hotel.

“Scottrade and Understanding the Customer Journey: When Segmentation Isn’t Enough,” and “Putting the Customer Front and Center: Building the Consumer Insights Function at Orbitz Worldwide,” will both be presented Tuesday, Nov. 11 at 1:30 p.m.

About Engagement & Experience Expo
Engagement & Experience Expo is a forum to openly discuss customer, brand and channel challenges and solutions. Discover how to optimize the customer experience at all touch-points and increase the impact of engagement throughout the customer lifecycle. Through a robust slate of best-in-class speakers and interactive discussions, attendees will learn about the latest theories, best practices, relevant case studies, emerging trends and strategies that drive measurable behavioral change and quantifiable results.

About Loyalty360
Loyalty360 is an unbiased, market driven, voice-of-the-customer focused clearinghouse and think-tank that is committed to bringing customer loyalty to the forefront as a critical marketing strategy. A trusted source for cutting-edge research, best practices, and networking opportunities, Loyalty360 gives members the expert insights and guidance they need to better understand loyalty and develop programs that effectively engage their customers and employees and build stronger relationships with them.

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Erin Raese
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