Keynote: The Jungle of Experimentation across Channels

Keynote: The Jungle of Experimentation across Channels

Natasha Senior – Experimentation Lead @ Sky

Small video preview

Full keynote video access available for members (tickets here).

Kathleen – Experimentation Lead, feedback through our #CH2025 attendee survey:

The presentation was well structured. The highlight was Maureen’s session recording, which really tied together the essence of Natasha’s topic beautifully. It resonated with me and I could see strong parallels to my job.

Slides

(direct download link)

Notes

This is the link to the full summary of Natasha her talk

Questions asked by attendees through our #CH2025 app:

• Don’t you think it’s a Dark Pattern that customers are only able to add products online, but not remove them?
• 50% success rate, wow that’s good. maybe…. too good? is there a worry the success bar is set too low?
• What is your advice for smaller companies to get integrated with less resources than you have?
• The problem is multi dimensional. It’s not only the platform (web or app) it also the feature per platform. How do make these multi dimensional journeys visible?
• (UX Testing example): Assume there are discussions with people optimizing CLTV and/or cross-selling – how do you deal with that?
• Why is a my environment a sales part of the journey?
• How much money do you make per pound spent on experimentation?
• 50% succes rate is pretty high. How many test do you run? What’s the significance level you use?
• Customer nps and contact centre would have a pretty weaker signal from a single Web based experiment – how do you capture useful effects on those metrics?