About Nina Jones
Nina is currently Head of Customer Experience for Porsche Cars, Great Britain, where she is responsible for placing customer feedback, the "Voice of the Customer" into the Porsche organisation to enable appropriate business process changes. Her team also ensures that all customer requests and issues are dealt with, as well as ensuring Porsche customers have full knowledge of the Porsche product offering.
Previously, Nina has held roles at Ford Motor Company, including European Market Representation Manager, where she was responsible for dealer representation plans in 19 European markets to ensure a sustainable and profitable dealer network, as well as Loyalty Manager, where she designed and delivered customer marketing programmes in order to maximise customer loyalty to Ford.
About Making sense of data to personalise the multichannel customer experience
Nina will be talking about Porsche's customer feedback tool, called 'Inside Track', to show how the company ensures that all customer queries are answered within 24 hours. She will go on to explain how Porsche plans on using the platform in the future, as well as the customer data that underpins it, to create a engaging and comprehensive resource for owners.