We are delighted to announce that Craig Sullivan will deliver the opening keynote of Ticketing Professionals 2017 entitled ‘But we were promised JetPacs’
Craig has been blending UX, Analytics, Split Testing, Voice of Customer and Conversion Optimisation techniques for over 14 years. He’s also been building teams, launching products and hacking the growth of websites for companies like Google, LOVEFiLM, Lego, John Lewis, eBay and more.
He’s been bringing together the often isolated worlds of emotion and numbers within organisations – to help companies to prioritise, fix, improve or split test changes to their product design. As he puts it himself “My job is often to get people who want to kill each other, working nicely together across silos, using unfamiliar tools, staying out of comfort zones and using data they’ve never seen before – what could possibly go wrong?”
This keynote session ‘We were promised JetPacs’ will highlight how over 20 years of e-commerce should have brought us wonderful changes. We’ve now moved to a multi-device and platform world – often with more than one channel servicing thousands or millions of customers. We have the technology to track people as they hear about an event, discuss it with friends, share it with others – throughout the entire lifecycle. We can even measure when you come and use the event wifi and go home to share more content.
There’s just one problem though. The mobile experience sucks. The customer experience sucks. It’s broken. It doesn’t work. It’s too hard to use. Nobody measures this happening. So as good as they might look to us in our offices, the problem with many digital experiences is that we don’t care enough (yet) about what we’re doing or why it’s not working for our customers.
Prioritising your work using data and insight becomes as important as how you configure the tills at John Lewis – or how you measure customer satisfaction at Harrods. The tools are now available for every company, large or small, to get input on everything they do online and make data with feedback power the customer experience (and bottom line).
Craig will share examples of good and bad practice on the mobile web, budget friendly tools along with some rapid methods and checklists you can use back at the office. He’ll share how you can save time by not guessing – having the certainty of knowing exactly what to do and where to start with your digital experience.
You can find him tweeting from @OptimiseOrDie on everything to do with Numbers, UX and Psychology.
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