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Creating a Customer-
Centric Learning Culture
Adam RothschildFormer Vice President and Head of Global Marketplace Insights at American Express
Adam Rothschild
Adam spent 30 years at American Express – for the last 10 he was Vice President and Head of the Global Marketplace Insights Group responsible for all research and competitive intelligence at the company. He is recognized as a top global research, insights and analytics executive with general management and marketing expertise.
©2015 QUALTRICS LLC.
Anger vs Anxiety?
Amusement vs Pride?Good
Bad
Biometrics
Facial Coding
Happiness
Surprise
Anger
SadnessFear
Disgust
Contempt
Relaxed?
Proud?
Entertained?
Secure?
Indulged?
Frustrated?
Bored?
Disappointed?
Embarrassed?
©2015 QUALTRICS LLC.
6 Important Work Streams©
2015 QUALTRICS LLC.
Closing the loop: external
Closing the loop: internal
Get close to the customer
Cross stream data & Knowledge Mgt
Advanced Analytics
Know the customer:Segmentation
Q&A
Thank You!