MAS: Expo 2020: Uncovering Customer Experience Opportunities
Recorded On: 01/12/2020
Every brand, company and organization has a customer experience, whether they invest in it or ignore it. And not every customer is created equal. Customers are much more likely to be engaged with the brands and organizations that go beyond demographics—the brands that understand what they are thinking and feeling and can reflect that in their customer experience. Looking at the end-to-end experience from a customer's perspective could help you or your clients identify an ""aha"" to turn first-time customers into loyal, repeat customers. Join Adara Bowen, director of brand experience for the American Marketing Association, to understand the breadth of customer experience, develop a journey map from the perspective of the customer, and identify opportunities for an improved customer experience and touch points for promotional products.
Director of Brand Experience, American Marketing Association
Adara Bowen is the director of brand experience for the American Marketing Association (AMA). She was a crucial champion for the launch and rollout of the AMA brand across its global support center, 70+ professional chapters, and 350+ collegiate chapters, and she has played a strategic role in the association’s recent technology transformation. Brown also challenges the AMA marketing and customer service team members to innovate and reimagine their roles in evolving the AMA customer experience.
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