Quirk's New York 2022

Insights innovation to transform the omnichannel experience at CVS Health

9:15 am - 9:45 am | Thursday, July 21, 2022

The dynamic growth of omnichannel impacts everything at CVS Health. Succeeding in this environment requires a real-time, 360* understanding of the consumer. It requires that we consider the benefits and services that we offer and the messages that we deliver at each stage of the consumer experience. This presentation will illustrate how we are evolving our approach to insights to reflect the new retail environment and how this new approach has benefited our business.

This talk will explore how CVS Health is leveraging a new approach to insights that position the organization to succeed in an omnichannel world. We will discuss the challenges that the CVS insights team addressed as we evolved our approach to consumer experience insights:

• Developing an efficient, agile and iterative process to test potential benefits, services and messages.

• Ensuring that this new approach is robust and easy for the many internal stakeholders to understand and use.

• Translating consumer learning into organizational change.

On this journey, CVS Health is supported by Dig Insights and Upsiide, Dig Insights’ innovation insights tech platform. The talk will include a demonstration of how CVS Health leveraged the Upsiide technology as part of its evolution.

Key takeaways:

1. How at CVS Health we are transforming our approach to insights.

2. An innovative and agile approach to developing benefits, services, and messaging for an omnichannel world.

3. New ways to visualize insights that leads directly to action

Topics covered:

• Data visualization.

• Mobile research.

• Assessing marketing research technology vendors.

• Behavioral economics.

• Customer experience.

• Storytelling/data interpretation.

• New techniques – qualitative and quantitative.

• Gamification.

• Automated research.

• Industry trends – future of marketing research.