Using the detailed findings of consumer-driven experiences with the top 25 US retailers, this session uncovers the blindspots in your digital experience strategy: what customers really think about their digital interactions, how retailers stack up against each other, and the secret strategies of top performers. Specifically, we will examine the key drivers of customer engagement and how to adopt a “test and learn” approach to enhancing your digital strategy and outperforming your competitors.

Takeaways:

• Identifying and addressing blind spots: Learn how to spot areas where a lack of customer insight may be hindering your growth and how to address them effectively.

• Building a continuous listening culture: Strategies for fostering an organizational culture that prioritizes and acts on continuous customer feedback, starting early in the idea phase and carries through the production cycle, ultimately enhancing both product development and customer experience for greater sales. 

Speakers

• Michelle Huff, Chief Marketing Officer, UserTesting Michelle Huff brings more than 20 years of experience leading marketing and go-to-market strategies at high tech companies, such as Act-On Software, Salesforce, and Oracle. Gaining insights directly from customers and prospects has always been essential in her past roles—from leading product marketing and management teams to launching websites and marketing campaigns. At UserTesting, she’s responsible for driving the go-to-market strategy, building the UserTesting brand, generating demand, and strengthening customer engagement and advocacy. 

• Featured guest speaker Brendan Witcher, VP, Principal Analyst, Forrester Brendan serves digital business strategy professionals and is an expert on consumer behavior and technology trends in the commerce engagement space. He also is a noted authority on market development and vendors that deliver today’s leading strategies and tactics in digital excellence. Brendan’s research focuses on strategic initiatives and technologies that help companies win, serve, and retain today’s digitally savvy customers.