Bad Data, Bad CX: How to Forge an Alliance Between Data and CX Teams

Play Video about Webinar Replay on Bad Data Bad CX
Data Services

You can’t have great customer experience without great data practices.

Just a few examples where data is a drag on CX:

  • Goldfish syndrome – asking consumers for data they’ve already given you
  • Departments not sharing customer data with each other
    Data quality issues that impact CX
  • A lag in consent, transparency and permissions when it comes to customer data

Robinson Ryan’s Director Lloyd Robinson is a data architecture master, having architected over $1Bn of systems and contributed to international best practice. He’s the big picture thinker, nicknamed ‘The Professor’.

Joining him is Ean van Vuuren, a highly-respected product and data leader specialising in digital experience and transformation. He’s worked across many industries, including banking, transportation and insurance, to bring digital experiences to life. He’s a master pragmatist, crafting workarounds where data practices are less than ideal.

Together, they cover lots of interesting ground, including:

  • How digital exposes data problems, what the options are to fix these problems, and the impact on customer experience
  • Decision-making around investing in solutions – quick and tactical vs strategic and systemic
  • The ‘ball of mud’ and how your internal culture will be reflected in your architecture
  • The opportunity for a mindset shift around architecture: tax vs investment

Getting Your Critical
Data Sorted

Don’t Ruin Your Organisation by
Tolerating Poor Data Quality

Tuesday 27 February, 11-11.45am AEDT

Tim Goswell Practice lead

Tim Goswell

James Bell

James Bell

Tim Goswell Practice lead

Connect with Tim

Todd Heather

Connect with Todd

James Bell

Connect with James

Lloyd Robinson Director

Connect with Lloyd

How can we help