Pascal Bardot

All of us have access to more data now than any other retailers in history. Our sites track millions of page views, add-to-carts and store look-ups. Every day we receive automated reports about opens, click-throughs, conversions and dozens of other KPIs. But despite access to this rich data, we can often lose focus on the humans whose individual actions are summarised in the numbers. In this talk, Pascal talks about finding the right balance of analysis and emotion to design best-in-class customer experience:
• Methods to understand your customers better
• Manual customer segmentation vs. rocket science automated algorithms
• The impact of cross-channel behaviours on conversion-based KPIs