Rochester, NY CXPA Network

CXPA Rochester Network March Event: Unlocking Business Value Through Customer Insights w/ Eric Karofsky

Date: Thursday, March 27th (12:00PM - 1:00PM EST)

Description: 

Learn how strategic customer insights drive competitive advantage. We'll examine the compelling business case for insights, differentiate between data points and actionable intelligence, explore modern gathering techniques, and reveal strategies for democratizing research while maintaining quality. From reconciling conflicting signals to connecting insights directly to ROI, you'll gain a practical blueprint for transforming customer understanding into your organization's strategic edge.

Key takeaways:

• There is a clear business case for developing insights.
• Having the right size of insight is important - balance between granular and all encompassing
• You should be using multiple tools to gather insights.
• Including others across departments creates a culture of customer-centricity that amplifies the impact of insights and drives organization-wide innovation.
• Connecting insights directly to measurable business outcomes transforms customer research from a cost center to a strategic investment.

Speaker Bio:

Eric Karofsky is an award-winning industry veteran who leads VectorHX, a human experience agency. VectorHX partners with companies to build customer experiences that build loyalty, and design user experiences that delight. Eric has led projects for more than 20 years with large brands and agencies for companies like Royal Caribbean, Michelin, Reebok, and The Broad Institute of MIT and Harvard.

AI Presentation Summary: Eric discussed the importance of customer insights in business decision-making, sharing case studies and emphasizing the value of research in informing business decisions and driving innovation. He explained the process of defining and prioritizing problems, creating research briefs, and organizing user research data, while also addressing challenges in democratizing research and resolving conflicting data. The conversation ended with a discussion on communicating insights, tracking business impact, and the announcement of a future guest speaker to discuss behavioral science in journey mapping and experience design.

Watch our March presentation on-demand: https://us02web.zoom.us/rec/share/ZhL3CSD9drvcBtJrn8KoDxiQJOSv-QNxqL9kiBOyseOa0_rh1_7RARX6cNIGndtC.I_Q7ZQUbKGKeW0rR?startTime=1743090282000

Video Passcode: @18D*AwX

Reach out if you have any questions about this presentation.

Enjoy,

Jason Hammel
Rochester, NY Network Lead
Customer Experience Professional Association (CXPA)
Email: Jason.Hammel@excellus.com
LinkedIn: https://www.linkedin.com/in/jasonhammel/
Local Network Website: www.CXPA.org/RochesterNetwork

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