INSIGHTS TO INNOVATION LLC
BOCA RATON, FLORIDA

Customer experience design typically involves persona development and customer journey mapping of treatment and contact strategies. This approach identifies opportunities to integrate personalization and 1 to1 marketing and provides the planning roadmap of initiatives for the future state customer experience. New Product, Service & Experience Developement Innovation is about creating the new — new products, new services, new experiences and new strategic partnerships. Supporting the innovation process can involve facilitating brainstorming sessions for ideation, concept testing, pilot design, development of the Minimal Viable Product (MVP), optimization, refinement and launch. This insight provides a valuable foundation for effective marketing implementation across channels as well as growth planning. It’s much cheaper to keep an existing customer than to acquire a new one. Developing an impactful loyalty program can be an effective approach to driving frequency and volume of purchases. Determining the best approach for doing this and strengthening the emotional connections that customers feel towards your brand requires. Advocacy tools and approaches can also be an untapped area that can drive growth. Identifying the most effective approaches to inspire existing customers to become advocates can be a very valuable strategic exercise for growth. Understanding the profile of existing customers is also critical for effectively prospecting for new customers. Inspired employees are those who are aligned with an organization’s mission and are highly motivated by the organization’s purpose. Helping employees understand how they can address customer needs and add value to them, can make a tremendous difference to engagement. Sophie Vlessing is the President of Insights to Innovation. She is a strategic marketing and customer experience innovator with extensive experience in generating customer insights and unlocking opportunities to address unmet customer needs, enhancing the customer experience and building brand differentiation to drive profitable growth. Prior to Insights to Innovation, Sophie held executive roles at Kaplan for seven years, where she served as a Senior Vice President of Strategy and Innovation as well as a Senior Vice President of Strategic Marketing and Student Experience. At Kaplan, Sophie led numerous innovations to enhance the student experience across touch points for both prospective and existing students and alumni. Sophie has consulted on marketing and customer experience strategy with Peppers and Rogers Group, Marketing Corporation of America and Mercer Management, working on a variety of brands including Jaguar, BMW, Navistar, Tropicana, Heinz, Marriott Vacation Club, Payless ShoeSource and Disney. She also has brand management and new product development expertise from Nabisco and Ameritech. Recognized as a 1 to1 Customer Champion, Sophie has also won numerous awards for her marketing across industries including Direct Marketing Association ECHO, Hospitality Sales and Marketing Association International (HSMAI) Adrian as well as numerous ADDY and Telly awards. Her innovations have been featured in the New York Times, USA Today, Travel Weekly and Fast Company. She’s also been a contributor to thought leadership in Customer Experience Management and featured in Managing Customer Relationships and Return on Customer books by Don Peppers and Martha Rogers. For additional information, please contact: Sophie Vlessing – President, Insights to Innovation, LLC Customer experience design typically involves persona development and customer journey mapping of treatment and contact strategies. This approach identifies opportunities to integrate personalization and 1 to1 marketing and provides the planning roadmap of initiatives for the future state customer experience. New Product, Service & Experience Developement Innovation is about creating the new — new products, new services, new experiences and new strategic partnerships. Supporting the innovation process can involve facilitating brainstorming sessions for ideation, concept testing, pilot design, development of the Minimal Viable Product (MVP), optimization, refinement and launch. This insight provides a valuable foundation for effective marketing implementation across channels as well as growth planning. It’s much cheaper to keep an existing customer than to acquire a new one. Developing an impactful loyalty program can be an effective approach to driving frequency and volume of purchases. Determining the best approach for doing this and strengthening the emotional connections that customers feel towards your brand requires. Advocacy tools and approaches can also be an untapped area that can drive growth. Identifying the most effective approaches to inspire existing customers to become advocates can be a very valuable strategic exercise for growth. Understanding the profile of existing customers is also critical for effectively prospecting for new customers. Inspired employees are those who are aligned with an organization’s mission and are highly motivated by the organization’s purpose. Helping employees understand how they can address customer needs and add value to them, can make a tremendous difference to engagement. Sophie Vlessing is the President of Insights to Innovation. She is a strategic marketing and customer experience innovator with extensive experience in generating customer insights and unlocking opportunities to address unmet customer needs, enhancing the customer experience and building brand differentiation to drive profitable growth. Prior to Insights to Innovation, Sophie held executive roles at Kaplan for seven years, where she served as a Senior Vice President of Strategy and Innovation as well as a Senior Vice President of Strategic Marketing and Student Experience. At Kaplan, Sophie led numerous innovations to enhance the student experience across touch points for both prospective and existing students and alumni.