Part 5/11:
To effectively incorporate diversity, companies must harness data from multiple touchpoints—digital sensors, apps, surveys, and direct customer interactions. Collecting behavioral and attitudinal attributes allows for a nuanced understanding of user needs and experiences.
For instance, analyzing engagement metrics like video completion rates, ad relevance, and customer complaints provides insights into how different demographics interact with the platform. External benchmarking—comparing with competitors—also helps refine strategies through a Customer Data Platform (CDP), segmenting audiences more precisely.