The metrics that matter in the customer journey

How do you quantify emotional loyalty?

I recently moderated a live panel of Concentrix Catalyst loyalty and analytics experts to answer that question. Our view at Concentrix Catalyst is that loyalty is an outcome for a brand, not a program or strategy, and that understanding a brand’s relationship with customers—what they’re feeling and doing—is critical.

To get the right information at the right time, brands need to create a loyalty analytics solution that leverages the strength of data science and business intelligence technology and build that information into an omnichannel strategy. Our panelists delivered insights on how to blend both data and customer experience methods to get a 360-degree view of a loyalty program’s customers.

If you missed the panel discussion or would like to experience it again, watch the video below.

About the panelists

Brad Jackson serves as Vice President of Intelligence and Analytics at Concentrix Catalyst, where he designs data and analytics strategies for the world’s most recognized brands. His passion lies at the intersection of design thinking and analytics, where the most successful projects provide unique experiences, not just a database or a dashboard or a prediction. He has provided data and analytics solutions in the areas of sales, marketing, loyalty, finance, operations and supply chain management, for industries including technology and software, retail, manufacturing, media, transportation, food and beverage, gaming, financial services, education and healthcare.

Jessica Deeken serves as a Manager of Loyalty Solutions at Concentrix Catalyst.