3. What type of consumer data points are critical to future product roadmap planning?
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Denny Kuruvilla ( Head of Mobile Experience, Westjet) suggested that businesses pay more attention to the “unknown” data points. While learning from what happened is beneficial, it’s more crucial for companies to start to collect data and understand customer expectations going forward. COVID-19 significantly impacted specific industries, especially in the travel, hotel, and airline sectors. The old service model is no longer applicable to the new reality and new expectations.
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