Creating a Customer-

Centric Learning Culture

Adam RothschildFormer Vice President and Head of Global Marketplace Insights at American Express

Adam Rothschild

Adam spent 30 years at American Express – for the last 10 he was Vice President and Head of the Global Marketplace Insights Group responsible for all research and competitive intelligence at the company.  He is recognized as a top global research, insights and analytics executive with general management and marketing expertise.

©2015 QUALTRICS LLC.

Anger vs Anxiety?

Amusement vs Pride?Good

Bad

Biometrics

Facial Coding

Happiness

Surprise

Anger

SadnessFear

Disgust

Contempt

Relaxed?

Proud?

Entertained?

Secure?

Indulged?

Frustrated?

Bored?

Disappointed?

Embarrassed?

©2015 QUALTRICS LLC.

6 Important Work Streams©

2015 QUALTRICS LLC.

Closing the loop: external

Closing the loop: internal

Get close to the customer

Cross stream data & Knowledge Mgt

Advanced Analytics

Know the customer:Segmentation

Q&A

Thank You!