Paul Prior
Managing Director, FTI Consulting and Ireland, UK and US
Paul is an international innovator and blue-sky strategist chairing FTI Consulting’s Innovation Form. A vetern of 15 years working with global clients in Europe, the UK, South America and South Africa; this year he has been featured in the Sunday Business Post, Future CIO Magazine and the Times.
Title “The Customer Journey starts in the Womb, not on your website”
Synopsis.
Conventional wisdom surrounding the proactive design of online experience and customer journey is flawed in its assumption that customers are defined by demographic, persona or activity. Predicting behaviour requires a much deeper understanding of emotion and motivation, and the combined efforts of Digital, Data, Dev, Customer and Operations