How to Build a Differentiated Customer Experience with Kantar | Amazon Web Services

Опубликовано 22 апреля 2025, 13:19

Join us for an insightful conversation with Peter Aitken, Head of Customer Strategy and Insights at Kantar, who shares his expertise in customer strategy and brand experience. In this episode, we explore how organizations can effectively measure and improve customer experience, the evolving role of technology in customer interactions, and the balance between quantitative and qualitative feedback.

00:00 - Introduction and Welcome
03:54 - Understanding Kantar's Role in Customer Research
08:40 - Evolution of Customer Experience Measurement
15:30 - Balancing Technology and Human Interaction
19:40 - Capturing Real-Time Customer Feedback
25:40 - Beyond NPS: Meaningful Experience Metrics
31:20 - Combining Qualitative and Quantitative Data
38:40 - Creating Value Through Customer Insights
45:20 - The Future of Chat Bots and AI in CX
52:40 - Success Stories in Customer Experience
58:20 - Key Takeaways for CX Practitioners

This conversation offers valuable insights into measuring customer experience, the importance of combining different types of feedback, and how organizations can create meaningful interactions that drive brand differentiation. Peter shares practical advice for businesses looking to improve their customer experience strategies while balancing technology and human elements.

Resources:
• Shape Your Brand Future with Kantar - kantar.com
• Omnichannel Customer Experience (eBook) - d1.awsstatic.com/psc-digital/2...
• AWS Data Strategy Team - aws.amazon.com/data/datastrate...

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AWS for Data YouTube Series - youtube.com/playlist?list=PLhr...

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