The key to reaching a younger generation of digitally-savvy consumers lies in creating meaningful customer connections through human-centric personalised journeys.
This wide-ranging discussion between Boots chief information officer Rich Corbridge, and Tracy Woods and Robert Sandler of Cognizant, examines how retailers can optimise their customer experience by integrating data analysis with human insights.
Understanding how to convert data into engagement, personalisation, effective loyalty strategies and customer-driven user experiences can only be done successfully alongside the human insight that comes from understanding customers’ needs and lived experiences.
The trio considers how retailers can ensure people remain the focus, allowing you to harness engagement to create brand advocates who then share retail content.
This discussion also covers:
- The purpose behind mining data to help formulate strategies, and how to determine what you are trying to achieve and where to begin.
- How to achieve deeper connections with consumers and how personalisation and loyalty strategies are evolving.
- New ways to apply data insights to make the journey and experience meaningfully better across all channels.
- The metaverse, AI and navigating the new ethical playing field.
Richard Corbridge is a globally recognised expert in digital technology and its application to healthcare strategy, with more than 25 years of experience in diverse CIO roles across the health, care and research sectors. In 2019, he was appointed the first director of innovation at Boots with a remit to deliver a transformed high street pharmacy and health and beauty experience across the UK. In 2020, he was promoted to the Boots executive board as CIO with responsibility for technology throughout the business.
Tracy Woods has more than 20 years of experience in leading global organisations through complex change programmes, predominantly within the fields of information and data management. Specialising in data management and governance, e-discovery and data privacy, she has developed a deep understanding of the business challenges around driving value and gaining stakeholder buy-in to such complex programmes. She supports businesses in their exploitation of data, analytics and AI as part of their digital transformations.
Robert Sandler is an entrepreneurial insights and strategy leader with more than 20 years of experience in the marketing and consumer insights space. Following 15 years at Nike’s global HQ in Portland, Oregon, he joined Zone, part of Cognizant, to lead the integration of the agency’s qualitative research and quantitative insights functions. His main focuses at Zone are to build a world-class insights function, to ensure that research and insights form a foundational phase of every client engagement.