creating a customer-centric learning culture
TRANSCRIPT
![Page 1: Creating a Customer-Centric Learning Culture](https://reader034.vdocuments.net/reader034/viewer/2022042619/58e49b6a1a28abf5428b50b7/html5/thumbnails/1.jpg)
Creating a Customer-
Centric Learning Culture
Adam RothschildFormer Vice President and Head of Global Marketplace Insights at American Express
![Page 2: Creating a Customer-Centric Learning Culture](https://reader034.vdocuments.net/reader034/viewer/2022042619/58e49b6a1a28abf5428b50b7/html5/thumbnails/2.jpg)
Adam Rothschild
Adam spent 30 years at American Express – for the last 10 he was Vice President and Head of the Global Marketplace Insights Group responsible for all research and competitive intelligence at the company. He is recognized as a top global research, insights and analytics executive with general management and marketing expertise.
©2015 QUALTRICS LLC.
![Page 3: Creating a Customer-Centric Learning Culture](https://reader034.vdocuments.net/reader034/viewer/2022042619/58e49b6a1a28abf5428b50b7/html5/thumbnails/3.jpg)
![Page 4: Creating a Customer-Centric Learning Culture](https://reader034.vdocuments.net/reader034/viewer/2022042619/58e49b6a1a28abf5428b50b7/html5/thumbnails/4.jpg)
![Page 5: Creating a Customer-Centric Learning Culture](https://reader034.vdocuments.net/reader034/viewer/2022042619/58e49b6a1a28abf5428b50b7/html5/thumbnails/5.jpg)
![Page 6: Creating a Customer-Centric Learning Culture](https://reader034.vdocuments.net/reader034/viewer/2022042619/58e49b6a1a28abf5428b50b7/html5/thumbnails/6.jpg)
![Page 7: Creating a Customer-Centric Learning Culture](https://reader034.vdocuments.net/reader034/viewer/2022042619/58e49b6a1a28abf5428b50b7/html5/thumbnails/7.jpg)
Anger vs Anxiety?
Amusement vs Pride?Good
Bad
Biometrics
![Page 8: Creating a Customer-Centric Learning Culture](https://reader034.vdocuments.net/reader034/viewer/2022042619/58e49b6a1a28abf5428b50b7/html5/thumbnails/8.jpg)
Facial Coding
Happiness
Surprise
Anger
SadnessFear
Disgust
Contempt
Relaxed?
Proud?
Entertained?
Secure?
Indulged?
Frustrated?
Bored?
Disappointed?
Embarrassed?
![Page 9: Creating a Customer-Centric Learning Culture](https://reader034.vdocuments.net/reader034/viewer/2022042619/58e49b6a1a28abf5428b50b7/html5/thumbnails/9.jpg)
![Page 10: Creating a Customer-Centric Learning Culture](https://reader034.vdocuments.net/reader034/viewer/2022042619/58e49b6a1a28abf5428b50b7/html5/thumbnails/10.jpg)
![Page 11: Creating a Customer-Centric Learning Culture](https://reader034.vdocuments.net/reader034/viewer/2022042619/58e49b6a1a28abf5428b50b7/html5/thumbnails/11.jpg)
©2015 QUALTRICS LLC.
![Page 12: Creating a Customer-Centric Learning Culture](https://reader034.vdocuments.net/reader034/viewer/2022042619/58e49b6a1a28abf5428b50b7/html5/thumbnails/12.jpg)
6 Important Work Streams©
2015 QUALTRICS LLC.
Closing the loop: external
Closing the loop: internal
Get close to the customer
Cross stream data & Knowledge Mgt
Advanced Analytics
Know the customer:Segmentation
![Page 13: Creating a Customer-Centric Learning Culture](https://reader034.vdocuments.net/reader034/viewer/2022042619/58e49b6a1a28abf5428b50b7/html5/thumbnails/13.jpg)
![Page 14: Creating a Customer-Centric Learning Culture](https://reader034.vdocuments.net/reader034/viewer/2022042619/58e49b6a1a28abf5428b50b7/html5/thumbnails/14.jpg)
Q&A
![Page 15: Creating a Customer-Centric Learning Culture](https://reader034.vdocuments.net/reader034/viewer/2022042619/58e49b6a1a28abf5428b50b7/html5/thumbnails/15.jpg)
Thank You!