S4 | Ep 18 | Connecting Data to Create Unforgettable Customer Experiences with Susanna Moan, Chief Data Officer at Currys Plc

Driven by Data: The Podcast

In Episode 18, of Season 4, of Driven by Data: The Podcast, Kyle Winterbottom is joined by Susanna Moan, Chief Data Officer at Currys Plc, where they discuss how they're using data to create connections to create better customer experiences, which includes;

• Using Data to create customers for life
• The 4 key pillars of the Data Strategy and the thought behind them
• Defining the data strategy prioritisation roadmap
• Ensuring that you’re listening as a CDO
• Focusing on where you’ll get advocacy and usage
• Understanding the difference you’re making from a contribution perspective
• communications plan to market the story and benefits
• Aligning the business, data and customer strategies
• Why they have a tagline that surmises the data strategy
• Articulating the breadth of what a chief data office should do
• Segmenting the strategy into collect, protect and use
• The importance of thinking about usage at the beginning
• Reducing technology costs
• Why data platform projects aren’t exciting to CEO’s, but what does interest them
• Using data to create connected partnerships that create better customer experience and also make money
• Balancing the needs of intergenerational customer expectations
• Hyper personalisation needs and the relationship with security
• The role of GenAI in the world of retail and 3 internal POCs for internal use cases
• Managing GenAI interest from the ExCo

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