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The VOID is the most immersive virtual reality experience ever. The VOID allows you to travel into your favorite film, be your favorite character, and experience the impossible. The VOID is the market leader in location-based virtual reality entertainment.

A return to digital customer experience

Digital Producer

2019 - Present

Below are samples of the digital marketing, product, customer experience, and eCommerce initiatives I'm working on at The VOID

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As a Digital Producer, I collaborated in developing the strategic vision, execution, and optimization of our digital customer journey. This involved the relaunch of our digital brand and the UX/UI design, design system, development of an enhanced eCommerce customer experience to support our latest location-based virtual reality products. I created documentation and requirements to transition strategic goals into achievable milestones while managing a cross-functional team to release incremental improvements and maintenance of TheVOID.com. I also supported the Operations group in several initiatives.

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KPI-Driven Customer Journey

My focus is on Key Performance Indicators and business objectives driving the digital experience roadmap. Our primary KPIs include; Increase Brand Awareness, Increase Bookings, eCommerce Booking Conversion, Average Booking Order Value, Repeat Bookings, and Customer Referrals. I led the business & functional requirements definition process and managed implementation of CX analytics to our systems in support of our KPI-driven digital roadmap; NPS, CSAT, sentiment analysis, and UX analytics; CES, heatmaps, session recordings, and event-based cohorts.

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Customer Experience Analytics

The application of CX analytics; NPS, CSAT, sentiment analysis and UX analytics; customer effort score, heatmaps, session recordings, and event-based cohorts. The experience analytics and business intelligence tools provide quantitative and qualitative data analysis of customer behavior. Combined with an emphasis on user research, UX testing led to the development of highly effective behavioral personas resulting in a high return on digital initiative investments.

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Digital Marketing

At the early stages of the customer journey, we have experienced significant increases in digital brand awareness from the combination of organic and paid search, social media, and email marketing. Resulting in increased eCommerce bookings and average booking order values. Investment in geo-targeted paid search through Google Ads has delivered 20 - 30X return on investment.

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Digital Product Roadmap

During 2020 the focus is on developing a digital product roadmap of enhancements to optimize the customer experience journey continuously improving our Key Performance Indicators. The foundation of the roadmap strategy is the development of a digital marketing and digital product ecosystem. This involves the research, evaluation, and integration of digital platforms with The VOID’s VR experience platform and information systems. The central component is a Customer Data Platform (CDP) to unify the data for all our customer touchpoints across all platforms and channels.

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