SAS CX Partner Webinar Series
How businesses can respond to the “new” post-COVID digital customer
(30 Min. for free)
About the webinar
COVID-19 has forced many businesses to offer their products and services in new ways. How has the pandemic changed customer behaviour, and what are the most important expectations we need to understand? Has customer behaviour post COVID changed for good, and how can we use these learnings to create sustainable business models in years to come?
Organisations that can react quickest and with most accuracy to these changes in behaviour will start delivering superior CX. This is really important as our research shows customers are set to increase their spending once vaccines have been rolled out. With more customers online and more customers willing to share data, there is more opportunity to apply advanced data analytics to better understand customers and personalise CX.
- Organisations need to understand which customers will change behaviour and in what ways.
- How to get ahead of the competition and meet the demands of the new CX-sensitive consumer.
- There is opportunity with more customers online and more customers willing to share data.
- There is some trust and loyalty among consumers but it is hard won and easily lost.
Kirsti Engedal Alfheim
Business Lead Data, Analysis and Marketing, Waken AS
“Kirsti has sixteen years of experience working in industries that have come a long way in digital transformation. She has been working with big news and magazine brands such as Dagbladet, Dagbladet Pluss, Se og Hør, SOL and KK. She also has experience from FJONG. A start-up that offers renting and subscription of second hand and overstock clothes.
She was responsible to develop new business models and for marketing and was also the leader for product development processes. Kirsti is driven by being close to customers and understandings their needs. This insight is often linked to the analysis of digital data you can get from technological tools. Kirsti is an experienced leader and has created good results from putting together cross-functional teams, establishing common goals and focus on effective work processes.
She has now joined Waken AS, a consultancy company who offers services within data strategy, analytics and personalized communication. Focus partners for CRM strategy and implementation are Microsoft and SAS Institute.
Alessandro De Zanche
Data, audience and monetisation specialist
Alessandro De Zanche has spent the last 17 years at the junction of marketing, advertising and media, mainly focusing on data, audience and monetisation strategies and products. He touched different areas within the industry: ad tech (Sizmek), media (head of Targeting Products, Europe at Yahoo!; head of Audience and Advertising Systems at News UK - The Times, The Sunday Times, The Sun), mobile (Telefonica and Hutchison3G), research (GfK). He is currently a consultant (Dentsu Aegis Network, Financial Times Strategies, DPG Media).
Having seen the industry from different observation points gives Alessandro a privileged perspective in identifying and highlighting opportunities and challenges.
Customer Intelligence Practise, SAS
Steve has over 20 years’ leadership experience in the digital advertising and marketing industry throughout EMEA, starting with the emerging internet advertising companies of the late 90s through to the major marketing vendors of today. Working with clients to deliver innovative business models and uses of technology, he’s helped clients monetise major sporting events including World Cups, deploy some of the very first data platform and optimisation solutions and been involved first hand in the convergence of marketing and advertising technologies driven by the continuing rise of digital.