About Archna Trivedi

 

With over 16 years’ experience in the digital space and the last 11 years in email marketing, Archna Trivedi joined ExactTarget in September 2010 to head up the Relationship Management team for EMEA. 

Archna’s team manages high profile brands and organisations internationally and across the globe.  The focus for her team is to provide their clients with strategic guidance educate on ExactTarget technology solutions and share industry expertise with their client base.

Prior to ExactTarget, Archna was Senior Account Director at Epsilon (previously DoubleClick Email Solutions). Archna moved to the UK in 2005 to continue her career in email marketing and to focus on International and Global businesses. Throughout her career, Archna has been a key speaker at industry events and conferences.

Archna received her MBA in 1994 from Schulich School of Business in Toronto, Canada.

 

About PANEL: What are the best ways of joining up the customer experience?

It is widely accepted that a balanced customer experience is one of the key success factors in business. What are the best ways of joining this up?

Measurement. Once you have defined the customer experience, how do you start to measure it? What are the best indicators of success? How does one channel affect another? Are you measuring the hard metrics and the soft metrics?

Tech. Is your existing technology hampering your customer experience? To what degree are legacy systems hindering your grand vision? What can you do about it?

Resourcing. Who owns the customer experience? Is there a need for a customer experience overlord? Where does such a person sit within the organisation? How much power should they be given to improve customer satisfaction? How do you make staff care about the customer experience?