The Art of Customer Conversations from Pluralsight

Big Data LDN 2019 | The Art of Customer Conversations | Jo Boswell

What makes a great customer experience and who does it well? What role do data and technology play in transforming the customer experience? How can businesses harness these capabilities to transform the experience for their customers and drive value to the bottom line? In Jo’s session, she will give an overview of the building blocks you will need to create great customer conversations, as well as suggestions on how to get started. She will share lessons learned from her own experience of leading a major transformation experience at British Airways that delivered personalized interactions at scale across the airline’s multiple interactions with customers in multiple channels.

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Appropriate for those in management, executives, and customer experience professionals since it discusses real-world examples of successful CX implementation

Focuses on tools, techniques, and principles that can be applied to a variety of business scenarios and industries

Provides valuable insights and experiences from a leader in the field, British Airways

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Learners who complete The Art of Customer Conversations will develop knowledge and skills that may be useful to these careers:

Marketing Manager

A Marketing Manager is someone who is responsible for developing and implementing marketing campaigns for a company or organization. They work with a variety of stakeholders, including customers, sales, and product development, to create marketing campaigns that achieve the company's goals. The Art of Customer Conversations may be useful for someone in this role because it can help them to understand how to create great customer conversations, as well as how to use data and technology to transform the customer experience.

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Data Analyst

A Data Analyst is someone who collects, analyzes, and interprets data to help organizations make informed decisions. They work with a variety of data sources, including customer data, sales data, and financial data, to identify trends and patterns. The Art of Customer Conversations may be useful for someone in this role because it can help them to understand how to use data to improve the customer experience.

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Customer Success Manager

A Customer Success Manager is someone who is responsible for helping customers to achieve success with a company's product or service. They work with customers to identify their needs and goals, and they provide them with the support and resources they need to achieve success. The Art of Customer Conversations may be useful for someone in this role because it can help them to understand how to create great customer conversations, as well as how to use data and technology to transform the customer experience.

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User Experience Designer

A User Experience Designer is someone who designs and evaluates user interfaces for websites, apps, and other digital products. They work with users to understand their needs and goals, and they design interfaces that are easy to use and enjoyable to interact with. The Art of Customer Conversations may be useful for someone in this role because it can help them to understand how to create great customer conversations, as well as how to use data and technology to transform the customer experience.

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Business Development Manager

A Business Development Manager is someone who is responsible for developing new business opportunities for a company or organization. They work with customers, partners, and other stakeholders to identify and develop new business opportunities. The Art of Customer Conversations may be useful for someone in this role because it can help them to understand how to create great customer conversations, as well as how to use data and technology to transform the customer experience.

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Account Manager

An Account Manager is someone who is responsible for managing relationships with key customers. They work with customers to understand their needs and goals, and they provide them with the support and resources they need to achieve success. The Art of Customer Conversations may be useful for someone in this role because it can help them to understand how to create great customer conversations, as well as how to use data and technology to transform the customer experience.

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Business Analyst

A Business Analyst is someone who analyzes business processes and systems to identify areas for improvement. They work with stakeholders to develop and implement solutions that improve the efficiency and effectiveness of business operations. The Art of Customer Conversations may be useful for someone in this role because it can help them to understand how to use data and technology to transform the customer experience.

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Customer Experience Manager

A Customer Experience Manager is someone who is responsible for overseeing the customer experience for a company or organization. They are responsible for ensuring that customers have a positive experience when interacting with the company, and they may also be responsible for developing and implementing customer experience strategies. The Art of Customer Conversations may be useful for someone in this role because it can help them to understand how to create great customer conversations, as well as how to use data and technology to transform the customer experience.

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Sales Manager

A Sales Manager is someone who is responsible for leading and managing a sales team. They work with sales representatives to develop and implement sales strategies, and they track and measure sales performance. The Art of Customer Conversations may be useful for someone in this role because it can help them to understand how to create great customer conversations, as well as how to use data and technology to transform the customer experience.

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Customer Service Manager

A Customer Service Manager is someone who is responsible for overseeing the customer service department of a company or organization. They are responsible for ensuring that customers have a positive experience when interacting with the company, and they may also be responsible for developing and implementing customer service policies and procedures. The Art of Customer Conversations may be useful for someone in this role because it can help them to understand how to create great customer conversations, as well as how to use data and technology to transform the customer experience.

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Consultant

A Consultant is someone who provides expert advice and guidance to clients. They work with clients to identify and solve problems, and they develop and implement solutions that help clients achieve their goals. The Art of Customer Conversations may be useful for someone in this role because it can help them to understand how to create great customer conversations, as well as how to use data and technology to transform the customer experience.

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Product Manager

A Product Manager is someone who is responsible for managing the development and launch of a product. They work with engineers, designers, and marketers to create a product that meets the needs of customers. The Art of Customer Conversations may be useful for someone in this role because it can help them to understand how to create great customer conversations, as well as how to use data and technology to transform the customer experience.

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Technical Writer

A Technical Writer is someone who creates user manuals, documentation, and other written materials to explain technical products and processes. They work with engineers, product managers, and other stakeholders to create clear and concise documentation that helps users to understand and use products and services. The Art of Customer Conversations may be useful for someone in this role because it can help them to understand how to create great customer conversations, as well as how to use data and technology to transform the customer experience.

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Project Manager

A Project Manager is someone who is responsible for planning, executing, and closing projects. They work with a variety of stakeholders, including customers, team members, and executives, to ensure that projects are completed on time, within budget, and to the required quality standards. The Art of Customer Conversations may be useful for someone in this role because it can help them to understand how to create great customer conversations, as well as how to use data and technology to transform the customer experience.

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Trainer

A Trainer is someone who teaches others how to do something. They work with individuals and groups to develop and deliver training programs that help people to learn new skills and knowledge. The Art of Customer Conversations may be useful for someone in this role because it can help them to understand how to create great customer conversations, as well as how to use data and technology to transform the customer experience.

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