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Most organizations have some form of customer grouping, whether it’s targeted audiences, statistical segments, or descriptive personas. But few use them in a way that drives meaningful customer experience outcomes.
In this session, we’ll explore how leading teams are moving beyond static, aspirational personas to dynamic models grounded in value, needs, and behavior—reflecting how customers actually act across their journeys.
You’ll learn how to connect segmentation, personas, and journey data in a way that is both practical and actionable—whether you’re just getting started or working with more advanced customer intelligence.
Join Valerie Peck and Bob McGinn as they share a clear, real-world framework for building personas that drive alignment, inform decisions, and ultimately impact acquisition, retention, and growth.
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