On-Demand Webinar

Data Management and Real-Time Customer Experience: Blood Brothers or Mortal Enemies?

Learn how to make peace with your data and take advantage of the unsung hero in your company – data management. Get tips for unifying your customer experience and data management teams and improving CX initiatives.

 

About the webinar

In a recent Harvard Business Review Analytic Services Pulse Survey, 79% of respondents indicated that the ability to deliver real-time customer interactions will be extremely important in the next few years. Yet only 16% rate themselves as very efficient in this area.*

Fortunately, there is an unsung hero in many companies, one that could step in and overcome many of these challenges: data management. While the relationship between data management and customer experience is typically uneasy at best – you can’t afford for these two important initiatives to be mortal enemies.

CX initiatives can gain tremendous benefit by focusing data management activity on the most persistent data issues. And data management programs can improve sustainability and gain significant organizational support by participating in this high-profile initiative.

*Real-Time Analytics: The Key to Unlocking Customer Insights & Driving the Customer Experience, Harvard Business Review Analytics Services Report, page 2.  

Why attend?

  • Learn how CX professionals can look to data to shape their activity.
  • Hear about the advantages of using contextual data to improve real-time customer interactions across multiple channels.
  • Understand the role of data management in promoting CX success and vice versa.
  • Discover tips and tricks for building a unified CX and data management team.

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About the Experts


Lisa Loftis, SAS

Lisa Loftis, a principal on the SAS CI team, is a CRM, CX and BI expert with 30-plus years of experience assisting organizations with customer strategy. She has worked with numerous large organizations in North America, South America, Europe and the United Kingdom on all aspects of successful data governance, BI and CRM. She specializes in combining technology necessary to support CX and BI business strategies with organizational structures, executive leadership and cultural factors required to migrate an organization toward effective implementation of customer strategies.
 


Kim Kaluba, SAS

Kim Kaluba is a member of the Product Marketing team covering the area of data management. Kim works closely with the product management and sales organizations to create and promote materials that are relevant and valuable to SAS customers. Her 20 years of experience in data management include sales, marketing and enablement. Kim received her business degree in marketing and management from Stetson University.  

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