Live panel recap: Loyalty analytics
The metrics that matter in the customer journey
How do you quantify emotional loyalty?
I recently moderated a live panel of PK loyalty and analytics experts to answer that question. Our view at PK is that loyalty is an outcome for a brand, not a program or strategy, and that understanding a brand’s relationship with customers—what they’re feeling and doing—is critical.
To get the right information at the right time, brands need to create a loyalty analytics solution that leverages the strength of data science and business intelligence technology and build that information into an omnichannel strategy. Our panelists delivered insights on how to blend both data and customer experience methods to get a 360-degree view of a loyalty program’s customers.
If you missed the panel discussion or would like to experience it again, watch the video below.
About the panelists
Clay Walton-House serves as Managing Director of Integrated Loyalty Solutions at PK. He helps Fortune 500 companies create and implement new customer engagement strategies that accelerate growth and build loyalty. His expertise lies in understanding consumer behavior and translating it into actionable customer insights. Clay has a proven track record of successful loyalty program design and optimization, helping uncover ways to build retention and loyalty strategies into a company’s broader business model. Clay’s thought leadership has appeared in Retail Customer Experience and Loyalty360.
Brad Jackson serves as Vice President of Intelligence and Analytics at PK, where he designs data and analytics strategies for the world’s most recognized brands. His passion lies at the intersection of design thinking and analytics, where the most successful projects provide unique experiences, not just a database or a dashboard or a prediction. He has provided data and analytics solutions in the areas of sales, marketing, loyalty, finance, operations and supply chain management, for industries including technology and software, retail, manufacturing, media, transportation, food and beverage, gaming, financial services, education and healthcare.
Heather Harris—author of Citizen Gain: Citizen Data Scientist as the Catalyst for the Modern Analytics Strategy and Analytics & Intelligence Practice Director for PK—leads data, analytics and AI experience engineering for some of the world’s most customer-obsessed companies. Heather ensures enterprise execution excellence for clients’ goals and strategic plans in data and analytics solutions—elevating data as a key organizational asset. Prior to her work in data science and analytics, Ms. Harris led emerging technology programs and deployments in the semiconductor industry.
Jessica Deeken serves as a Manager of Loyalty Solutions at PK.Tags: Analytics, Loyalty