Matthew Egol
Wake Forest, North Carolina, United States
7K followers
500+ connections
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Podcast Host and Author: The CX and Culture Connection.…
Articles by Matthew
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To build loyalty, focus more on customer emotions
To build loyalty, focus more on customer emotions
By Matthew Egol
Contributions
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Here's how you can learn from e-commerce failures and improve your strategies.
AI is enabling a shift to more continuous testing and learning across the customer journey. In the past there were more distinct stages for insights, activation, and measurement. Today, AI is enabling more real-time insights and activation. Rather than more iterative A/B/N testing with longer lead times feeding into changes to activation, you can experiment across more versions at the same time. Plus you can start to act on the insights during the campaign rather than afterwards to make adjustments. This enables regular insights within each sprint, making pivoting a regular practice rather than a major event.
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Here's how you can learn from e-commerce failures and improve your strategies.
To build deeper and more actionable insights, it's important to create stronger linkages between your experience (X) and operational (O) data signals across your customer journey. You also need to link these data signals to business outcomes that drive customer lifetime value. Moreover, these insights can and should be linked to your customer IDs so that you can drive more continuous testing and learning across the customer journey.
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Here's how you can learn from e-commerce failures and improve your strategies.
Brands rightfully view ecommerce as providing a fertile testing ground for more agile experimentation. But many brands don't put in the work upfront to develop actionable personas for whom to tailor the experience. Or they don't make their personas actionable, backed by data to enable journey orchestration. Without actionable personas that you can turn into more granular microsegments, you can't generate continuous feedback about which changes to your content and calls to action are driving the best results.
Activity
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In this next video reel from our podcast, Greg Melia, CAE, CEO of Customer Experience Professionals Association (CXPA), talks about the importance of…
In this next video reel from our podcast, Greg Melia, CAE, CEO of Customer Experience Professionals Association (CXPA), talks about the importance of…
Shared by Matthew Egol
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In April, Matthew Egol joined us at the Customer Experience Professionals Association (CXPA) #CX Leaders Advance conference where we were treated to…
In April, Matthew Egol joined us at the Customer Experience Professionals Association (CXPA) #CX Leaders Advance conference where we were treated to…
Liked by Matthew Egol
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CX friends, I'm beyond excited to invite you to check out the latest upcoming episode of CX Tales From the Trenches, Episode 3 on Thursday September…
CX friends, I'm beyond excited to invite you to check out the latest upcoming episode of CX Tales From the Trenches, Episode 3 on Thursday September…
Liked by Matthew Egol
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Licenses & Certifications
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Human Centered Design
PwC
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More activity by Matthew
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I'm excited to join Marc Mandel, CCXP for his next podcast on 9/18 together with Audrey Stone. CXS, CCXP from JPMorganChase. Looking forward to…
I'm excited to join Marc Mandel, CCXP for his next podcast on 9/18 together with Audrey Stone. CXS, CCXP from JPMorganChase. Looking forward to…
Shared by Matthew Egol
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In this next video reel from our podcast, listen to Greg Melia, CAE, CEO of the Customer Experience Professionals Association (CXPA), talk about how…
In this next video reel from our podcast, listen to Greg Melia, CAE, CEO of the Customer Experience Professionals Association (CXPA), talk about how…
Shared by Matthew Egol
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