Data is central to how companies compete, nurture customer relationships, and develop brand loyalty through end-to-end customer experience.
In this environment, data strategy is crucial to business success. But, who should be responsible for the data strategy? Who owns the customer and operational data? What are the appropriate metrics and KPIs for a customer-centric data strategy? And most importantly, how does the data strategy support the underlying business goals?
To address these questions and more, we speak with Danielle Crop, Chief Data Officer of Albertsons, and Bruno Aziza, Head of Data and Analytics at Google Cloud. This episode explores how Albertsons, with over $62 billion in revenue and 325,000 employees, uses data across the company to improve operations and deliver better and more personalized products and services to customers.
The conversation includes these topics:
-- On data collection for customer experience
-- On data sources that drive customer insights
-- On how to use data science for customer experience and personalization
-- On ethical considerations of data in customer experience
-- On data science talent and the data team at Albertsons
-- On building a data culture
-- On using data science to deliver business value
-- On aligning data strategy and business strategy
-- On the Chief Data Officer role
-- On customer experience metrics and measuring data performance
-- On using data to deepen customer relationships and customer loyalty
Read the complete transcript: https://www.cxotalk.com/episode/data-strategy-customer-experience-google-albertsons
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Danielle Crop is the Senior Vice President and Chief Data Officer at Albertsons and is responsible for building and executing a world-class central data strategy that delivers benefits for the customer regardless of whether they shop in store or on the company’s digital platforms. Her work uses machine learning and advanced data science capabilities to enhance performance across Albertson’s businesses and markets.
Bruno Aziza is Head of Data and Analytics at Google Cloud. He specializes in scaling businesses & turning them into global leaders. He has helped companies of all sizes: startups, mid-size, and large public companies. He helped launch Alpine Data Labs (bought by Tibco), AppStream (bought by Symantec), SiSense (bought Periscope Data) and AtScale. He was at Business Objects when they went IPO (after acquiring Acta and Crystal Reports, and before SAP bought them for $7B). He was at Microsoft when they turned the Data & Analytics business into a $1B giant.