Monday, March 30, 2015

Uncover Google’s Impact on Market Research at InsighTech

"The biggest disrupting factor in market research is the emergence of behavioral data." - Joris Merks-Benjaminsen, Head of Digital Transformation, Google

Will behavioral data replace the need for 'classical' questionnaire based research? Or for qualitative research? According to a recent interview with Joris Merks-Benjaminsen, Head of Digital Transformation at Google, behavioral data is good at uncovering the 'what', but not so good at delivering the 'why'. It's a combination of the more traditional quantitative and qualitative data sets, blended with behavioral data that delivers deeper insights into consumers.

Click here to read InsighTech’s exclusive interview with Joris: http://bit.ly/1Bpb09r

As researchers, we know that traditional research methodologies alone are not enough. But how can these new methodologies and technologies be successfully implemented into your existing processes? Joris will share during his keynote Digital Transformation for Data Driven Professionals at InsighTech, taking place May 4-6th in San Francisco.

Innovations in Research Methodology & Technology
May 4-6, 2015
Intercontinental
San Francisco, CA

Click here for more on Joris’s participation at InsighTech: http://bit.ly/1EVLsmf

Mention code TECH15LII & Save $100 off the current rate. Register today: http://bit.ly/1EVLsmf

We hope to see you in San Francisco!

Cheers,
The InsighTech Team
@TMRE
#InsighTech15
Themarketresearcheventblog.iirusa.com


This Week In Market Research: 3/23/15 - 3/27/15

8 Ways Social Listening Can Benefit Your Content Marketing

What is The Key to Improving Content Marketing? Social listening and analytics

Human Behavior and Big Data: The amount of data captured every two days is larger than all data before 2003

Half Of Shoppers At Top Retailers Are Mobile: 10% of internet users exclusively use their phone to access the internet

Drowning In Big Data: Finding insight in the digital ocean

5 Consumer Trends That Change Work and Mobile 

Data Driven Marketing Can Increase Your Sales: 9 Ways to give you a boost

Brand Storytelling is About to Get Much More Effective: The rise of programmatic creative

Improving Your UX and Making Websites So Easy a Drunk Person Could Use Them: This Guy will help make that a reality and will test your website for $150

The Smartest Hacker in The Room: Hint (They aren't humans)




About the Author:

Ryan Polachi is a contributing writer concentrating his focus on Marketing, Finance and Innovation. He can be reached at rpolachi@IIRUSA.com.


How to Prepare for the Customer of the Future

Photo by Barry Haynes. This file is licensed under the Creative Commons Attribution-Share Alike 3.0 Unported license.

How can YOU prepare for the customer of the future?

Join me June 3-4 in Miami, Fla. for the Total CX Leaders Conference sponsored by the Institute for International Research USA (IIR USA). This year’s event will help you "learn how to listen to your customers, understand their differences and set the foundation to build a road map to create a seamless experience for modern customers."

With hands-on workshops and featured speakers from companies like AT&T and Marriott International, the Total CX Leaders Conference "brings together thought-leadership to focus on higher level thinking around the strategic alignment of customer strategy, technology and business aspirations."

2015 content areas include:
  • User Experience Design
  • Data-Rich Insights & Analytics
  • Digitizing the Customer Journey
  • Customer Loyalty
  • Design Thinking
  • Omnichannel Experience
  • Analyzing and Measuring VOC
  • Aligning Data Touchpoints
  • Customer Centric-Culture
  • Customer Behavior Trends
  • Translating Insights into Actions
  • New Technologies & Methodologies
  • Big Data Initiatives
This is my second year as a guest blogger for this event. I will post daily during this time frame to IIR’s Customers 1st blog and to Starry Blue Brilliance.

Here are other ways to stay connected with this event:
  • twitter.com/#TCXL15
  • linkedin.com/Total Customer Experience Leaders
  • facebook.com/Total Customer Experience Leaders
Be sure to check it out, and please share this information with those who might be interested in attending this event.

In the meantime, watch for my pre-event and post-event stories on LinkedIn, Twitter, Google+, Customers 1st blog, and my blog. Please share with your networks - let's keep the conversations going!

This article was originally published on Starry Blue Brilliance.


Peggy L. Bieniek, ABC is an Accredited Business Communicator specializing in corporate communication best practices. Connect with Peggy on LinkedIn, Twitter, Google+, and on her website at www.starrybluebrilliance.com.

Tuesday, March 24, 2015

Exclusive Interview: How Technology is “Perfecting” Market Research

From the collection of data to the curation of insights, technology is disrupting market research at every turn. And, it's new technologies that are driving this significant change. Traditional research just isn’t enough anymore. Brand new ways of working including are requiring that look at research through a different lens. They are enabling us to gather insights in new and exciting ways, but also inundating us with myriad sources of data about users that needs to be synthesized.

Fortunately, this year the producers of The Market Research Event present InsighTech: Innovations in Research Methodology & Technology - an event that covers innovative new ways to deploy mainstream methodologies and presents emerging technology likely to disrupt the industry even further. We recently sat down with our InsighTech keynote speaker Keith Ferrazzi, CEO, Ferrazzi Greenlight to discuss how technology is disrupting market research.


Here’s what Keith had to say:

IIR: How is technology disrupting and transforming market research?

Ferrazzi: Technology isn't disrupting market research, it is perfecting it! What once was survey-based and qualified by outcomes can now be measured in real time. With the advent of digital platforms, we are learning how people behave in an unprecedented manner. This means we now can figure out what images or content actually is working because of click-through and time spent on site, as well as which function of a company's intranet is providing the most value-based on engagement rates. With this data we can easily tweak one variable at a time and see what the results are. 

We are only just beginning to see the possibility of technology and understanding how people interact with the market, but with the inclusion of big data and digital behavior mining, be prepared to see not only marketing but products more finely tuned to our needs and desires.

IIR: How is Ferrazzi Greenlight specifically disrupting market research?

Ferrazzi: One thing we do is we use technology to identify top performers in companies so that we can extract valuable information from them as a way to accrue and curate best practices to train to the larger employee base. We’re crowd-sourcing training to allow each organization we work with devise their own best practices and train to them instead of walking in saying, "Here's what's going to work for you." We may use technology to identity them, but old-fashioned interviews are still the best way to get at how your employees behaviors influence their day-to-day activities. Sometimes you need both old school and new school techniques to be successful.

IIR: How do you sort through the current technology trends to uncover what will eventually change how you do business?

Ferrazzi: I'm lucky in that I have an in-house team developing technologies to help in the corporate space, so I rely on them and their expertise to keep me informed on new products and opportunities. I will never be able to know everything about every line of corporate acceleration/market research, but if I empower the right people and make it a priority that they come to me with anything they uncover in their daily lives, I can be exposed to enough to determine good trends and where I should research further for opportunities.

IIR: In the digital age, what is the new consumer angle at Ferrazzi Greenlight?

Ferrazzi: Same as it's always been, improved experience. What this means now, though, is that we have an ability to hear the consumer through the entire buying cycle. From social media chatter and sentiment analysis to analytics on their website experience, we are able to see how the consumer interacts with a given product/brand. 

IIR: How do you harness the power of social, attitudinal, and behavioral data for deeper consumer insights?

Ferrazzi: This data is gold to any new CEO, sales lead, etc. At the end of the day, you need this data to take your product from being guess work to targeted services tailored to the needs of your consumers. But data will only take you so far. This will always be iterative and a learning process. Just because you see a demand for something doesn't mean you will immediately discover the execution that is desired. You need to find and trust your creativity to express the solution to the data.

IIR: How is gamification affecting market research?

Ferrazzi: Gamification is a hot topic right now. The goal of gamification is to increase engagement with a given product, app, or service. What that really is are incentives. There are some very fascinating discoveries being made about the value and implementation of incentives. You need to choose a rewards model that works best for your given situation and it needs to be unique. So if gamification, leaderboards, badges, etc. work to help your sales team succeed, excellent! But perhaps the reward needs to be more emotional in nature, the more they sell, the more gets donated to the charity of their choice. Both of these "games" could help drive your business outcomes, but it's up to you to determine which works best.

IIR: How is wearable technology affecting market research?

Ferrazzi: Wearable technology is going to be a huge new market research opportunity, but I have found that the vast majority of the data that these toys (Nike fuelbands,  Jawbone Up, the FitBit) are only gathering very basic information limited to the accelerometers weakness of only tracking certain kinds of activity.

You only get a small amount of data. In time though, that data married to other data from other smart devices in your life will allow market research to become unimaginably personalized. Just as a Nest home system learns your patterns and behaviors to know when to turn up or down the heat or turn on or off lights to suite your needs, so too will marketers learn patterns in their audience and better understand what drives or motivates it.

IIR: Where do you see market research technology going in five years?

Ferrazzi: Five years is a huge window to discuss. What I think is the biggest debate that will shape the next five years is the nature of what data we deem should be available to marketers from our interactions with technology. Some argue that all of this should be protected and private. Other argue that if you are using their platform, say a free Instagram account, you trade your personal data for use of a fun photo sharing experience with friends. Depending upon how public sentiment swings, what we learn from people and technology is entirely too big and varied to conceive.

IIR: What is the best innovation in market research that you have seen?

Ferrazzi: It isn't a single program, or application, but rather a creative mind that can look at the data coming from a variety of sources and find the through line. Data by itself is wonderful, but the amount of data we are beginning to receive is overwhelming. It takes a clever human (not technology) to sort through the sea of data to discover the truth behind it. We are not beyond the point where human ingenuity and understanding should be undervalued. Artificial intelligence will always need human intelligence to guide it. So if you want the best market research, find yourself a curious mind and give that person the tools to go explore. 

IIR: How does the Internet of Things drive more meaningful consumer connections?

Ferrazzi: It's still a relatively new concept, but with all the "smart" options of everything from TVs to refrigerators to even vacuum cleaners being introduced on a regular basis, we're no longer being dictated to by manufacturers. There's a more fluid relationship between consumer and producer.  This level of interaction creates an almost dialogue and helps fine tune products to a changing base.

Want to hear more from Ferrazzi? Don’t miss his keynote presentation entitled, “Research Drives the Intersection of Human Relationships and Software in Groundbreaking New Platforms” taking place on Tuesday, May 5th at 9:30 am in San Francisco, CA.


About the Author: Amanda Ciccatelli, Social Media Strategist of the Marketing Division at IIR USA, has a background in digital and print journalism, covering a variety of topics in business strategy, marketing, and technology. Amanda is the Editor at Large for several of IIR’s blogs including Next Big DesignCustomers 1stDigital Impact, STEAM Accelerator and ProjectWorld and World Congress for Business Analysts, and a regular contributor to Front End of Innovation and The Market Research Event,. She previously worked at Technology Marketing Corporation as a Web Editor where she covered breaking news and feature stories in the technology industry. She can be reached at aciccatelli@iirusa.com. Follow her at @AmandaCicc.

Monday, March 23, 2015

This Week In Market Research: 3/16/15 - 3/20/15

Making The Most Of Your Data:  How digital advertisers can get out more than they put in

How To Have Effective Brand Management in a Socially-Connected World

Good User Experience is The Most Overlooked SEO Strategy 

Where Big Data Projects Fail: How failure can happen and how to prevent it

Emailing With The Customer In Mind: Leveraging data and email in order to address customer needs

Reasons Your eCommerce Needs Mobile App Smarts: Mobile visits account for one-third of the traffic on top eCommerce sites

Does Anyone Have Customer Experience Figured Out? 5 takeaways from SXSW

Why Data Scientists and Marketing Technologists Are The Hottest Jobs: Analyzing data is the future

Big Data or Fast Data? Which Do We need More

The Big Data Supply Chain is Hungry: Driving insights to feed the beast




About the Author:

Ryan Polachi is a contributing writer concentrating his focus on Marketing, Finance and Innovation. He can be reached at rpolachi@IIRUSA.com.



Wednesday, March 18, 2015

Is Market Research Slowly Getting Out of Our Control?

In the past, customers struggled to evaluate potential products that they wanted to purchase. The only information we as customers had was what the seller was giving us. We were all vulnerable to great advertising and marketing, which meant big name brands had the resources and the reputation to continue to sell, despite potentially there being better products by lesser known entities.

Back then, predicting consumer preferences and gaining customer loyalty was a lot easier. I, myself and I’m sure the majority of people reading this, will have in the past chosen a product simply because we had something from that brand already and liked it. However in today’s socially intensive environment everything has changed.

Now, there is such a multitude of information available to customers, so purchasing new items is no longer solely reliant on what the brand advertises. Consumers are now far more dependent on what has been dubbed ‘other’ information. Today, people purchasing new items or goods get knowledge on the different products available from user reviews, friend’s thoughts on social media, expert opinions, price comparison sites and other in time information. The influence of ‘other’ is very unpredictable; factors such as ‘coolness’ are very reliant on current fashion and social trends. And, aids such as Yelp or Google reviews get a lot of traffic and so people can look at the feedback in order to make a decision.

This has its advantages for small startup companies as they may not have the finances or resources to embark on large advertising campaigns and so word of mouth is vital for the growth of their products. However, for market research purposes, the rise of ‘other’ information means that traditional forms of marketing such as positioning and persuasion techniques are less effective.

Market research needs to evolve with the change in information that is available as prediction and forecasting methods are steadily becoming more difficult to do. Consumers are becoming less loyal as if they see a poor review or if a product is not following current trends then they are more likely to move to a new brand. There needs to be a higher understanding of the new sources of knowledge that are available to customers. By tracking the readily available customer preferences, reviews and trends on forums, social media sites and review sites can give an opportunity to respond quickly to market changes.

The question for the future is how will companies evolve with the times and develop market research strategies that are more customer-focused?

There needs to be much more awareness of what consumers are interested in at that exact moment in time. This could be at a huge corporate level where the research has to focus on the exact aim and goal of a large client. Or it could focus individual reviews from day to day consumers that could shape and influence future products. Market research could get out of control to businesses who continue to live in the past instead of modernizing strategies and keeping up with what the customer wants and needs.


About the Author: Harry Kempe, a marketing intern at IIR USA, who works on various aspects of the industry including social media, marketing analysis and media. He is a recent graduate of Newcastle University who previously worked for EMAP Ltd. and WGSN as a marketing assistant on events such as the World Architecture Festival, World Retail Congress and Global Fashion Awards. He can be reached at hkempe@IIRUSA.com

Thursday, March 12, 2015

Free Webinar: Not So Fast - The Benefits of Fast Forward Disabling

Last month at the Media Insights & Engagement Conference, we launched the first annual Case Study Competition. Voted by an audience of their peers, A&E’s Julya Fridman, Vice President, Business Development & Distribution Analytics and Duane Varan, CEO, MediaScience walked away the winners.

If you weren’t able to join us onsite, or if you had to catch an early flight, we’re happy to bring you the full presentation: “Not So Fast: The Benefits of Fast Forwarding Disabling” on Friday, March 20th at 1:00 PM EST.

Reserve your seat now: http://bit.ly/1w7IWeC

Video-On-Demand (VOD) has emerged as a key platform for program monetization by networks and distributors. Although there are clear benefits of disabling fast forward for advertisers, it was not clear what the potential consequences would be for programming and distribution. If disabling fast forward, for example, resulted in viewers having a less engaging program experience or being less likely to use VOD for future viewing, than any potential gains for advertising would be compromised. A&E Networks needed to form their own strategic position on the issue, and commissioned MediaScience to help inform that position.

In this webinar, you’ll hear how A&E and MediaScience worked together to:

·         Demonstrate the potential value to advertisers of disabling fast forward in terms of improving ad impact (i.e. evaluate value to advertisers)
·         Determine whether disabling fast forward had any adverse consequences for viewers in terms of the program viewing experience (i.e. evaluate potential cost to programming)
·         Determine whether disabling fast forward would have any adverse consequences for distributors, such as reducing likelihood of using VOD in the future (i.e. evaluate potential costs to disruptors)
·         Explore whether patterns observed in response to the above three objectives were similar for normal viewing vs. interrupted viewing (where viewers see a part of a program, then return later but are forced to start at the beginning of the program again because their spot in the program is not bookmarked. 


To reserve your spot, register here: http://bit.ly/1w7IWeC

We hope you enjoy the presentation!

Cheers,
The Media Insights and Engagement Conference Team
@_MediaFusion
digitalimpactblog.iirusa.com

Wednesday, March 11, 2015

Exclusive Interview: How Google is Disrupting Market Research with Technology

From the collection of data to the curation of insights, technology is disrupting market research at every turn. And, it's new technologies that are driving this significant change. Traditional research just isn’t enough anymore.  Brand new ways of working including lean product development, remote collaboration and accelerated cycles are requiring that look at research through a different lense. They are enabling us to gather insights in new and exciting ways, but also inundating us with myriad sources of data about users that needs to be synthesized.

Fortunately, this year the producers of The Market Research Event present InsighTech: Innovations in Research Methodology & Technology - an event that covers innovative new ways to deploy mainstream methodologies and presents emerging technology likely to disrupt the industry even further.

We recently sat down with our InsighTech keynote speaker and Google’s Head of Digital Transformation Joris Merks-Benujaminsen for an in-depth interview about how market research is being transformed and disrupted by new technology and how Google is participating in this transformation.

IIR: How is technology disrupting and transforming market research?

Joris: I believe the biggest disrupting factor in market research is the emergence of behavioral data. In performance marketing organizations you can already see people do a lot less market research because they rely on real-time optimization and A/B testing. This doesn’t mean the skills of market research companies are not useful to the type of questions these companies have. I believe research agencies can add a lot of value there like they do for instance in brand building organizations.

Attribution modeling on consumer journey data is for instance something a lot of performance marketing companies struggle with. Research companies can be of help if they learn to work with the big consumer journey databases of their clients and if they can embed analysis outcomes in the real-time decision making tools that performance marketers use. Also, behavioral data is very good at delivering the ‘what’, but not so good in delivering the ‘why’. Questionnaire research and qualitative research can often add a layer of insight to A/B experiments and other behavioral insights. Again the art is embedding these insights in the real-time decision making tools rather than presenting findings to facilitate a one off decision.

IIR: How is Google specifically disrupting market research?

Joris: Google analytics in combination with full stack solutions like those of Doubleclick are likely to have most impact on the role of market research. The biggest limitation of behavioral data currently is the fact that it is shattered all over the place. Full stack solutions allow clients to bring data from many sources together in one system so they provide deeper insight in consumer journey and consumer behavior. The biggest opportunity here would be to help clients with that integration of data sources, help them create a structure of analysis and dashboarding to get the most useful insights out of these complex databases and finally add deeper layer of insight based on traditional research methods that can be utilized in the real-time interpretation of the behavioral data.


IIR: How do you sort through the current technology trends to uncover what will eventually change how you do business?

Joris: The reality is that the technical capabilities to support what you could call the ‘strategy of the future’ are already here now. So the main thing you need to do is look at the separate technical capabilities and put them together in one strategic puzzle and then estimate the sum of that puzzle. Full stack solutions for instance are already here and have most of the capabilities you need to bring the right advertising message to the right person across the full consumer journey. Despite that, most companies still use full stack solutions to get better CPA’s at the end of the funnel, or they use them to run big bulk deals at the earliest stage of the funnel. Strategies do not yet guide consumers from awareness towards purchase and loyalty step by step.  Full stack solutions are also already starting to embed algorithms for data driven attribution modeling. Very few clients however have successfully integrated their available data sources in the system, so they can start running meaningful calculations on the data.

Also, you can only gather behavioral data across the full consumer journey if you have meaningful content across the full consumer journey. You can only track behavior if people interact with your own online domains. You can’t for instance track interactions with the website or advertising of a competitor or a comparison site that is not your own (you can in a research panel, but not in your own real-time tracking systems). If you focus your marketing efforts completely around the last stage of the purchase process, that is the first moment people arrive at your domains and start transmitting behaviors that you can store in your database. If you invest in content strategy that offers consumers answers to questions they may have in the early process of purchase orientation (for instance “what are the nice areas in Asia to visit” instead of “book your hotel now”), they will interact with your domains much earlier and your database gets richer.

So, the power of data is not just dependent on data infrastructure, but also on the (branded) content you offer. Hence even though all systems are already in place, advertisers are not anywhere close to utilizing the full possibilities. Understanding the interdependencies between various systems helps you put the puzzle together to predict how the future changes business.

IIR: In the digital age, what IS the new consumer angle at Google?

Joris: Digital marketing has focused on last click attribution for many years. The early parts of the consumer journey, which include branding, have been ignored for too long. Questionnaire research and behavioral research in opt-in panels has shown us that consumer journeys are long and complex and that you need to guide consumers through step by step. Most data related efforts both of Google and other digital companies nowadays are about making the consumer journey transparent and offering the right message at the right moment for different types of people.

Quantifying the impact of brand advertising is part of that challenge since brand impact is basically a delayed conversion. We have tools that allow you to measure brand impact as a one off study (e.g. exposed unexposed methodologies) or tools that help calculating visibility, reach and online GRP’s, however what you really want is optimizing your campaigns on brand impact real-time and with the same level of detail as what you do in performance marketing. The key lies in translating traditional brand metrics towards behaviors that are a proxy of those metrics (e.g. likes, subscribers, comments, voluntary views etc). Only behaviors help you optimize campaigns real-time. That is not possible using questionnaires because those don’t scale will enough. If behavioral proxies of brand impact can be embedded in full stack databases and in data driven attribution algorithms we are a step closer towards the future of marketing and advertising.   

IIR: How is wearable technology affecting market research?

Joris: I see wearable technology as part of the mobile trend and the diversification of devices. The big challenge here is that again there is an extra factor that contributes to the shattering of data. Cross-screen, cross-device and cross-channel behavior makes it harder to follow consumers throughout their journey towards purchase. Advertisers together with their data partners need to think intelligently how to find unique identifiers that help keeping a consistent view of their clients so a person that just visited a website on a mobile device is not treated as a completely new visitor if he or she visits the desktop site five minutes later.

IIR: What is the best innovation in market research that you have seen? 

Joris: I think the industry has taken big steps in building the first panels where digital behavior can be tracked across devices with software. In the best cases these same panels also track online and offline purchase behavior. For instance together with Gfk that has allowed Google in the Netherlands to run more than ten studies looking in detail at the consumer journey of consumers in various product categories. These studies provide a level of insight that you can’t get anywhere else. Not by using questionnaires or qualitative research and also not by looking at your own real-time behavioral data. Advertisers are really happy with these kinds of studies.

IIR: Where do you see market research technology going in 5 years?

Joris: I hope to see a full integration between questionnaire research and qualitative research on the one hand versus the use of behavioral data on the other hand. I believe traditional research can add a lot of value that helps using behavioral data in more intelligent ways. Research agencies need to think how to embed outcomes of traditional research methods to enhance real-time decision making like for instance the intelligence of real-time bidding in programmatic marketing or the interpretation of real-time A/B tests.


Want to hear more from Joris? He will be presenting a keynote session entitled “Digital Transformation for Data Driven Professionals” at InsightTech on Tuesday, May 5th at 10:15 am. Learn more about the event and register here: http://bit.ly/1C4fJnr

About the Author: Amanda Ciccatelli, Social Media Strategist of the Marketing Division at IIR USA, has a background in digital and print journalism, covering a variety of topics in business strategy, marketing, and technology. Amanda is the Editor at Large for several of IIR’s blogs including Next Big DesignCustomers 1stDigital Impact, STEAM Accelerator and ProjectWorld and World Congress for Business Analysts, and a regular contributor to Front End of Innovation and The Market Research Event,. She previously worked at Technology Marketing Corporation as a Web Editor where she covered breaking news and feature stories in the technology industry. She can be reached at aciccatelli@iirusa.com. Follow her at @AmandaCicc.

Tuesday, March 10, 2015

Key Consumer Trends That Are Changing the CX Landscape

Today's consumers are increasingly empowered in the brand-customer relationship with high expectations. Trends such as peer armies, honest flexibility, personalization, customized experiences, dynamic pricing, and transparency are changing the CX landscape. 

What do these trends mean for you and your customer experience program? Is your CX Strategy able to accommodate this shift? Join Keynote Maxwell Luthy, Director of Trends & Insights, trendwatching.com as he showcases cutting edge customer experiences at the Total CX Leaders Conference. Check out our interview with Maxwell on our blog: http://bit.ly/1NB8A0T

Total CX Leaders Conference
June 3-4, 2015
Trump National Doral
Miami, Florida

Key Consumer Trends to Kick Ass With... Now!

This session will be packed with examples of cutting edge customer experiences from leading brands (and innovative startups) from Boston to Beijing. Attendees will get all the inspiration and insights needed to tap into - and profit from - the hottest consumer trends, today. Your takeaways:

·         A fast, exciting download of key current consumer trends
Inspirational examples of businesses and brands already applying those trends to enhance the customer experience
·         A conceptual framework that can turn any business professional into not only a trendwatcher, but an instigator of winning new business innovations, too!
2015 Speakers Joining Maxwell on stage, include:
·         Darryl Speach, Chief Customer Officer, Greystone & Co, Inc.
·         Michael Lenz, Global Director of Brand Experience, Cisco
·         Diane Magers, Office of the Customer Mobility and Business Solutions, AT&T
·         And, many more!

Download brochure for full conference details: http://bit.ly/1C25lLj

To establish a compelling customer experience practice brands must ensure their 2015 customer experience is personal, effortless and contextualized across all channels. Join your peers this June in Miami, as we explore the trends, techniques, and tools to implement a successful CX Strategy.

Use code TCXL15BL for $100 off the current rate. Register today: http://bit.ly/1C25lLj

Best,
The Total CX Leaders Team
@TotalCustomer
#TCXL15
Customers1stblog.iirusa.com