27 - 28 May, 2019 | Sofitel Sydney Wentworth, Sydney, NSW

David Huggett


Customer Experience Director
Carlton and United Breweries


12:55 PM Leveraging Sentiment Analytics & Journey Mapping To Tailor A Digital-First And Transparent Customer Experience

B2B businesses realize the importance of CX today but it’s a different story to translate this potential into tangible outcomes for the business and its customers who are increasingly demanding digital, simple and personalized service experiences. At CUB, David leads a digital transformation founded out of a deep understanding of customer data to deliver a record high NPS in the FMCG industry and in this session will show you just how by:

  • Leveraging customer data and sentiment analysis to improve understanding of needs and journey
  • Overcoming challenges with gathering reliable data to improve quality of insights derived
  • Interfacing customer interactions with a digital ordering platform that empowers customers to own their experience as well as improve internal operational efficiencies

Speaker:


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

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