Hear Tisha Cole, Director, Customer Insights, Kenvue

Hear what it means to ground the customer experience: a unified framework that fosters the right mechanisms for an effective customer journey. Listen to why it’s important for internal stakeholders to grasp the nuances of “customer experience” and its varied interpretations across different business sectors. Understand when to utilize a “hypothesis setting workshop” as a collaborative approach to identify gaps in customer understanding, successes, and the extent of shared insights across business areas. Learn why research outcomes become more impactful through the lens of customer personas in both B2B and B2C customer journeys, ensuring a cyclical approach.