From Signals to Strategy: Turning Customer Insight into Better Experiences
In today’s attention economy, brands can’t afford to guess what customers want, they need a clear, evidence-based understanding of what drives satisfaction, trust, and drop-off across the journey. This keynote shows how to move from scattered feedback and isolated KPIs to one coherent customer view that decision-makers can act on.
By combining experience measurement, journey mapping, segmentation, and competitive benchmarking, organisations can pinpoint the moments that matter most, prioritise improvements, and make quality more consistent at scale. The result is not just better reporting, but better decisions: a practical approach to steering customer experience strategically, tactically, and operationally and proving impact over time.