B2B Online Chicago 2020

August 05 - 06, 2020

Chicago Marriott Downtown

Dave Grimm, Global Head of Digital User Experience, Marketing, and Ecommerce at Illumina Inc.
Illumina Inc. Logo

Dave Grimm

Global Head of Digital User Experience, Marketing, and Ecommerce
Illumina Inc.

Check out the incredible speaker line-up to see who will be joining Dave.

Download The Latest Agenda

Day Three: Prepping for the Future of Digital

Wednesday, April 22nd, 2020

8:45 AM Keynote: Leveraging Critical Data to Create Value for the Customer

As products become more connected and “smart”, there are new opportunities to leverage product performance and customer utilization of products to deliver additional value for the customer. Dave Grimm was recruited to Illumina to bring his top rated CX strategies from B2C into a B2B environment. He will shed light on how this life sciences B2B uses IoT to harness performance data from products and online customer behavioral data to create additional value for customers and deepen the customer relationship. 

Hear lessons learned and see use cases, including:

  • Setting up simple algorithms around actions to capture more information and determine data points that will create utility and value for the customer
  • Capturing sensor signals of product issues to automatically prompt support teams into action in a service capacity
  • Enhancing the relationship with the customer through providing critical information and service at the right time
  • Determining new features and services to roll out to increase the stickiness of the relationship and deepening of portfolio share