Summary

Customer behaviour and expectations have been turned on their head.

Due to this change, we are looking more closely at how we research, experiment and measure change to help businesses make informed decisions on their path to growth.

We'll share how you can use research to understand the full customer journey, the challenges and the opportunities across your whole service.

Once we understand where to focus, we'll look at some practical examples of how to innovate and experiment to learn and generate growth.

Getting these things right is our best route to achieve business and product growth in 2021.

Agenda

• Welcome/Intro
• Customer behaviour is changing faster than ever
• Changes in customer behaviour
• Research methods
• An in-depth look at our work with Park Christmas Savings
• 4 types of experiments we should run for growth
• Q&A

Meet the speakers

Matt Lacey, Performance Director at Code

Matt leads the Performance Discipline at Code Computerlove, and is responsible for analytics, conversion optimisation and product performance across B2B & B2C businesses spanning from e-commerce to financial services and travel.

He has over 10 years in the industry, having previously led teams at iProspect and specialist conversion agency PRWD.

Matt has delivered public and direct training courses on analytics, UX and Conversion Optimisation for Econsultancy and spoken at conferences such as Conversion Conference UK & Germany, Conversion Elite, SAScon and CampDigit

Jess Sherratt, Head of User Experience at Code

Jess leads User Experience at Code, and has over seven years of experience working across a variety of sub-disciplines, such as interaction design, strategy and prototyping.

She works with a huge variety of research methods in order to uncover true user and business problems to help identify where to improve current products and services.

Jess has worked with a range of high profile clients such as Asda, Appreciate Group, AstraZeneca, and JCT600.