Karen VanHouten

Your commerce solution is one of the most valuable sources of data about your customers–but data alone is not an insight. When you’re awash in data without a plan for deciphering it, it’s just a sea of figures. And what if you’re not collecting any data at all? The opportunity to harness the power of customer experience is real and available to companies at every level of maturity; you just need a strategy. 

A successful data strategy helps you turn data into real, actionable insights. Is your data strategy working for you? Do key analytics and metrics inform your experience strategy, and vice versa? We’ll show you how to create a virtuous cycle where quantitative and qualitative insights work together to both evaluate how well you are currently achieving business goals and meeting customer needs, as well as identify new opportunities. During this workshop, we’ll explore:

• Right-sizing your data collection. Target your data strategy around specific use cases and ensure you are capturing both primary and secondary metrics, as well as “transitional” metrics to provide the complete picture. 
• Balancing analytics with generative and evaluative UX research. Analytics tell you what is happening; UX research can tell you why it is happening, and can identify the most valuable opportunities to explore. 
• Moving from insights to informed decision-making. Your insights gain value only when they can inform confident decision making and de-risk your roadmap. 
• Embracing a culture of continuous discovery. How well (or poorly) does the current process support a healthy feedback loop? What does change management look like?