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How behavioural insights improve customer experience

Natalie Horne – How behavioural insights improve Customer Experience

Thursday March 31st 5:30 to 8:00pm. Bath.

PLEASE NOTE NEW VENUE FOR THIS EVENT ONLY: Somerset Suite, Hilton Bath City, Walcot Street, Bath, BA1 5BJ

In this wide-ranging talk, Natalie will speak candidly about her experience of using behavioural insights to improve customer experience:

– How behavioural insight projects work in practice

– The pitfalls of selling change to companies and non-profits

– Why it’s so easy to miss the obvious

– How the customer experience reflects employee bias

– Marketing & brand; where marketing meets management consultancy

Behaviour change projects mix the micro with the macro, the tactical with the strategic. This talk will attempt to do the same. Natalie will share the small changes to websites and customer messaging that made the most impact, how they relate to the broader challenges facing organisations and why the marketing industry should care about it.

About the Speaker

Natalie heads up Prime Decision, a behaviour change consultancy specialising in applying behavioural insight to marketing, customer experience and employee behaviour. Natalie’s team includes leading academics from institutions such as the University of Bristol and UCL; her work fuses data-driven methods and experimentation with creativity and commercial best-practices. Prime Decision’s client base includes Freeview, OVO Energy, Movember Foundation, Paypal Giving Fund, Nintendo, Red Bull and Bristol 2015 Ltd.

Natalie cut her teeth in marketing strategy, working as an account planner on the agency side, specialising in technology and B2B. She led digital, direct and social media campaigns in both Europe and the US before focusing on marketing service development and innovation. Natalie co-runs Behavioural Meetups, a Bristol-based network for practitioners in applied behavioural science, and also leads bespoke workshops and behaviour change training. Past public speaking includes Innovate UK Conference, DemandCon, Association of British Insurers (ABI), International Fraud Management Conference (US), the Internet Advertising Bureau (IAB), Charity Comms, Vision UK and the Institute of Fundraising.

When and Where

Our venue for the evening is The Bath & County Club, just off Queen’s Square. As always, the evening starts at the bar with networking from 5.30pm. The talk starts at 6.30 and finishes by 7.30pm, allowing for even more networking time.

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