Ali Lichtestein Keynote: Driving Media Subscriptions through Customer Experience

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On the 10th of March 2021, CX-Centric hosted an online event (Driving Media Subscriptions Through CX Transforming from Print to Digital) sponsored by CX-Brussels which was attended by quite a sizeable audience. CX in Media has proven to be a mammoth task to tackle for many media companies hence leading to such companies having a low customer base. Furthermore, the transformation from print to digital media is the zeitgeist capturing the contemporary world of the media business. However, this transformation process in as much as it is a necessity for business survival, it is also complex and intricate to carry out. The keynote speakers for this event were Alana Matos and Ali Lichtenstein who impacted the attendees with some of the most viable strategies concerned with CX in Media.

Ali Lichtenstein was an absolute pleasure to learn from, it is clear that she is very experienced and has a passion for both The Wall Street Journal and Customer Experience. Ali has spent more than a decade at Dow Jones. Dow Jones is a global leader in news and business intelligence, including newswires, websites, newspapers, apps, newsletters, databases, magazines, and video --including some of the widest-read and most-respected brands, like The Wall Street Journal, Factiva, Barron’s, MarketWatch, Financial News, DJX, Dow Jones Risk & Compliance, Dow Jones Newswires, and Dow Jones VentureSource. 

Ali started off her keynote speech by explaining to the audience how at Dow Jones they have talked and viewed customer experience design. She mentions that at Dow Jones they always create the ideal experience possible for customers meaning they always think from a customer’s perspective and not from the company’s perspective be it when they are launching a product or changing a product. 

Furthermore, Ali mentioned the core values they have used at Dow Jones concerning their customer experience design. These core values are entirely customer-oriented and they include: Curious, Unique, Self-Starter, Team Player, Open, Motivated, Educated, Respectful. She also mentions how they have used customer experience design at Dow Jones, which includes:

• Product Launches

• Continuous Improvements ( including Systems migrations, Customer onboarding, Content sharing)

• New Customer Groups(Employees, Advertisers, Event Attendees)

• Customer Advocacy