Michelle Stinson Ross, Feelalytics
Words mean very specific things. Over time we often use words for things that they don’t actually mean. Yes, Inigo, we heard you. And just as Inigo Montoya was right about Vizzini’s use of the word “inconceivable,” we often interchange terms like customer experience and user experience when those are two very different things.
In this masterclass, we will take a quick look back at where marketers have been in our understanding of the customer experience, as technology has changed everything from product and service development, to sales, service, and loyalty. You will learn new tactics for looking at your favorite ways to create customer personas, paths to purchase, content, and more with a customer-centered perspective.