Chandra Sperry, Head of Farmers Direct Services at Farmers Insurance, used a three-step process to become a CX leader: 1.) Fix the basics to improve key capabilities 2.) Build capabilities based on market-leading customer engagement 3.) Invent the future by pioneering new offerings and experiences
Bin Mu, Vice President, Data Science at METLIFE, discusses a framework for building your narrative in a way that bridges the gap between the data and the business executives and its users. Also giving a “Delivery Plan Tool” which is meant to encourage you to think about the audience, the context and the delivery mechanism earlier in the process in a more intentional way, while also inspiring dialogue between the internal client and the analyst.