Measuring brand experience in a digital world

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Panel Edge’s Mark Cullen talks through the digital revolution and how big data is giving organisations near limitless possibilities to track and manage customer interactions. But how should they collect that data, and what can they do with it all?

Datos y análisis

Especially in technology, we need
revolutionary change, not
incremental change.
Larry Page

REACHING 50 MILLION USERS
75Years
38Years
13Years
4Years
3Years
3Years
2Years
1Year
1950 1940 1960 1990 2015 2016 2017 2018

DIGITAL
EXPERIENCES
ARE
PRODUCING
EXCEPTIONAL
EXPERIENCES

THE HISTORY OF COLLECTING FEEDBACK
1980 1990 2000
The Beginnings Corporates Invest in Ongoing
Programmes
VOC Programmes
Online Research Opens the Way
for Large Scale Data Collection
Concept of Customer
Satisfaction Developed
1970 2010

MICRO TOUCHPOINTS
SINGLE JOURNEY FEEDBACK
MULTIPLE TOUCHPOINT FEEDBACK

Help Desk
Parking
Store 12
Toilets
Store 45
Store 73
MOBILE FIRST

The Future
• Pushing the Envelope
THE FUTURE

Data Integration
Highly Sophicated and Personalised surveys
POWERFUL DATA INTEGRATION

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Measuring brand experience in a digital world

1. Measuring brand experience in a digital world Mark Cullen, Director, Panel Edge

2. Especially in technology, we need revolutionary change, not incremental change. Larry Page

3. REACHING 50 MILLION USERS 75Years 38Years 13Years 4Years 3Years 3Years 2Years 1Year 1950 1940 1960 1990 2015 2016 2017 2018

4. musical.ly CLIENT LOGO

7. DIGITAL EXPERIENCES ARE PRODUCING EXCEPTIONAL EXPERIENCES

8. THE HISTORY OF COLLECTING FEEDBACK 1980 1990 2000 The Beginnings Corporates Invest in Ongoing Programmes VOC Programmes Online Research Opens the Way for Large Scale Data Collection Concept of Customer Satisfaction Developed 1970 2010

9. FORTUNE FAVOURS THE BRAVE

10. CONNECTING THE DOTS WITH DATA

11. MICRO TOUCHPOINTS SINGLE JOURNEY FEEDBACK MULTIPLE TOUCHPOINT FEEDBACK

12. Help Desk Parking Store 12 Toilets Store 45 Store 73 MOBILE FIRST

13. The Future • Pushing the Envelope THE FUTURE

14. Data Integration Highly Sophicated and Personalised surveys POWERFUL DATA INTEGRATION

15. ITS ALL ABOUT EMOTION

16. AI GOING DEEPER THAN EVER BEFORE

17. MEASUREMENT IS MORE THAN A NUMBER

18. THANK YOU mark.cullen@paneledge.com