Event Roundup: CX Reimagined

Creating digital experiences that retain and increase the lifetime value of your customers.

April 22, 2020

Now's the perfect time to re-evaluate your customer experience.

As we all consider what's important, and customers reexamine their spending priorities, how can you reevaluate and improve your customer experience?

Our first event of 2020 was a virtual one but was nonetheless packed with insights. Along with our friends at Audience Intelligence platform Pulsar, we strove to shine some light on topics such as: how to increase the lifetime value of your customers; how to grow your recurring revenue; and how to place customers at the heart of your experiences, more crucial now than ever before.

If you weren't able to make it, don't worry - we have speaker roundups below as well as the full recording of the webinar too. Don't forget to sign up for updates about our next event. We look forward to seeing you there!

Joel Headshot

Joel Mounsey - Creating Digital Experiences that Retain and Increase the Lifetime Value of Your Customers

Head of Commercial Growth - House of Kaizen

Joel's key takeaways: 

  • Prioritize your customer's voice, so you don't become distant.
  • Implementation is key: Focus on driving efficiencies in the process to ensure insights are implemented.
  • Finally, and crucially: don't stop evaluating, experimenting, and implementing.

"The more you are able to listen, understand, and execute on the correct strategies aligned to the voices of your customers, the more your business will thrive."


Tom Gale - Use Psychological segmentation to Understand Customers in Times of Uncertainty.

Senior Optimization Manager - House of Kaizen

Tom's key takeaways: 

  • Don’t throw away defined customer segments but build on them to get an enhanced view of your customers.
  • Whether consumers are pessimistic, uncertain, or even optimistic - all need to be considered when approaching your marketing strategies.
  • Be agile: this gives you a chance to see how behavior is changing and adjust strategies to suit.

"In uncertain times, one thing is certain: brands who put in the effort to understand their customers are the brands that succeed."

Anna Headshot

Anna Rudevych & Oryelle Clements - Understand CX Using Social Data

Senior Research Managers - Pulsar Platform 

Anna's key takeaways: 

  • It is important to understand your audiences and anticipate shifts in consumer behavior.
  • The world is complex - at any given point there are hundreds of cultural trends, you need a way to monitor and filter the insights most relevant to your business.
  • Connect your content to the context of your audience to see measurable outcomes.

"Branching away from only monitoring discussions about your brand to understanding audiences' emerging behaviors is vital during the time of such large-scale change."

Osh Rice

Osh Rice - Building an Experimentation Business Case

Business Director - House of Kaizen

Osh's key takeaways: 

  • Use a variety of research methodologies and data sources to drive actionable results.
  • Choose one conversion problem which has been identified through research which will really move the needle. Use this as a proof of concept basis.
  • Ensure you have agreed on measurement frameworks and KPIs so that your proof of concept results align with the wider business without the need for context.

"With a renewed focus on efficiency driving activity, it's more important than ever to do the groundwork and get the foundation right - results will follow, proving the case for investment, optimization, and experimentation."

Upcoming Events

Subscription Show 2020 Logo

October 5-15, 2020 

Subscription Show 2020 is a subscription economy industry conference with three days of inspirational keynote speakers, interactive workshops, networking opportunities and breakout discussions that address recurring-revenue, subscription and membership businesses’ most pressing needs and challenges.

Let's talk. 

Send us a note and we'll reach out to set up a time to chat.

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