And we all know also the market that you are an expert on predictive behavior analytics. And I think we are here to discuss about this topic analytics and data. And what I want to say and want to share, you have also great newsletter, every time that I receive one, one email from you, it’s full of insights, great content, and therefore I think also the audience could get some advantages if they would join your newsletter. So at heart, somebody who’s used to using numbers a lot, somebody who’s an engineer is building things like building solutions, very focused around data and analytics. And one of the things I did apart from starting my organization was spend a lot of time doing additional research, I’ve been writing quite a lot, and basically getting the word out about the state of play of CX, and where it’s going to and what we’re going to need for the future. Now, it’s been an extra ordinary year this year. But I help organizations understand what their customers are going through on what kind of experiences they need. And my particular focus is on analytics in that field. So experience management is the intersection of customer experience, employee experience, and partner experience or otherwise known as business to business customer experience. But most recently, I’ve been looking at the world of experience management. And I’m still extremely interested in that. So I’ve seen the evolution of what’s now commonly called predictive analytics, machine learning and AI, really, into quite modern genres. But over the last 20 years or so that’s roughly half of my career, I’ve been working in the field of data and analytics, mostly with customer data. So I like understanding how things work and building new things. So that will help people understand why I talk about things I do at heart. So let me firstly just give you a moment of context about myself. And I hope that I was able to share a little bit. And you’re right, the CX World Games was a great exercise. Peter, could you please introduce yourself? We are still in contact months after that, we finished the customer experience World Games, and I am more than happy to have you here. And therefore, what I can say is: I met Peter, I met Peter, during the CX World Games 2020. Because if I’m reading everything through, it’s, it’s not really so nice. Perhaps as you know, I would like to see you introduce yourself. I am extremely happy to have Peter with me. Ladies and gentlemen, welcome to this new edition of my webcast. ROI is key.” on the CX Goalkeeper Podcast Tweet Use the business language to convince business. “Be prepared to demonstrate and quantify the value you bring to an organization. ““Analysis without actions is academy, actions without analysis is anarchy” on the CX Goalkeeper Podcast Tweet Thinking Fast and Slow, Daniel Kahneman.Covid-19 changed customer behaviors definitively.Data we hold about customers is incomplete or out of date.Misunderstanding that more data is better.You, as a company, can tell to me “no” but you, as a company, you need to treat me in the right way (e.g., empathy).PBA monitors and predicts how customers are feeling to prepare the reaction after a change.It is about understanding the way we make decisions: what we need, how we feel, what we want, how we get influenced, how we process experiences and what was our history.PBA tries to understand why customers, which look identical on paper, with the same stimulus react in a different way.The analytical approach tries to answer the following question: why people do the things that they do, what they are going to do next and what an organization should do with that.Predictive behavioral analytic is the combination of data science and behavioral science (e.g., from neuromarketing, behavioral economics).Experience Management is the intersection among Customer Experience, Employee Experience and Partner Experience.LinkedIn Headline: Co-Founder and Chief Strategy Officer at Anthrolytics Ltd, Founder of XMplify Consulting and Event host/moderator for the Executive Leaders Network The CX Goalkeeper had a smart discussion with Peter Dorrington
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