Ben Gray

Senior Digital Experience Analyst
Applause

In his role as Senior Digital Experience Analyst, Ben helps the world’s premiere brands improve their presence across mobile, web, wearables, IoT and beyond. He also is the lead researcher for the Application Resource Center (ARC) – the editorial and research arm of Applause. Prior to joining Applause, Ben served as a Principal Analyst with Forrester Research. He is a leading expert on digital experience best practices. Over his 10 years with Forrester, Ben authored more than 150 reports, advised Fortune 500 companies on IT strategies and was regularly quoted in top publications like The Wall Street Journal, The New York Times and InformationWeek.

Check out the incredible speaker line-up to see who will be joining Ben.

Download The Latest Agenda

Customer-Centric Retail Design

Friday, October 6th, 2017

11:25 KEYNOTE: Understanding Your Customers’ POV In Order To Launch Great Digital Experiences

Today, simply having a good app or a good in-store experience is often insufficient. In today’s digital economy, your customers expect a great experience – one that remembers their unique traits and makes them happy - no matter where the engagement
occurs. Applause’s Ben Gray will discuss the importance of a holistic approach to quality across the entire customer journey, and explain how understanding the experience from your customers’ point-of-view can turn casual shoppers into raving fans and even evangelists of your brand.

Attendees will better understand:

The importance of your customers’ point-of-view
The available tools to listen to your customers
How app store reviews and social media have changed the definition of ‘brand quality.’