Rising to the Business Challenge of Customer Expectations

Linda Goldstein

EVP of Customer Experience & Marketing at CSAA Insurance Group

Learning Objectives

As recently reported in The Wall Street Journal, global market-research firm Euromonitor predicts that our always-on, 24-hour culture has created a collision of digital and physical worlds where consumers expect seamless in-person and online experiences. Applying a design-thinking, lean startup approach that leverages agile methodologies – while placing the customer at the beginning, middle and end of every enterprise decision – helps drive data-driven insights that create innovative customer solutions.

Key Takeaways:

  • Customers First and Last: Learn how solving for customer concerns rather than business issues is central to success

  • Adapt to Win: Understand how applying Agile methodologies can help keep pace with a shifting customer environment and expectations

  • Passion is Essential but Data is Key: Recognize that facts and data are essential to the building blocks of customer engagement, loyalty and retention