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Creating a
Customer-
Centric Learning
Culture
Adam Rothschild
Former 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.
Creating a Customer-Centric Learning Culture
Creating a Customer-Centric Learning Culture
Creating a Customer-Centric Learning Culture
Creating a Customer-Centric Learning Culture
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?
Creating a Customer-Centric Learning Culture
Creating a Customer-Centric Learning Culture
11
©2015QUALTRICSLLC.
6 Important Work Streams
©2015QUALTRICSLLC.
Closing the loop:
external
Closing the loop:
internal
Get close to the
customer
Cross stream data &
Knowledge Mgt
Advanced Analytics
Know the customer:
Segmentation
Creating a Customer-Centric Learning Culture
Q&A
Thank You!

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Creating a Customer-Centric Learning Culture