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Customer experience is an outside-in focus on customer behaviors and expectations across all points of customer interaction and engagement. Forrester Research defines three levels of the customer experience as: meeting customers’ needs, being easy to work with and being enjoyable to work with.

NewsThe Centers for Medicare and Medicaid Services continues to ramp up its data collection, analysis and dissemination, according to the organization's chief data officer.
BlogHere are five technologies that can potentially help companies improve customer engagement.
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NewsRyanair is taking a cue from Amazon with one-click buying, recommendations based on past purchases, and plenty of additional data-driven enhancements.
BlogA closer look at the ongoing debate of using big data vs net promoter score (NPS) to measure customer experience (CX).
NewsWithout proper analytics in place, many cloud services customers are wasting resources, struggling with compliance and suffering from outages and unexpected costs, according to a new study.
NewsAnalytics and big data for smart mobility and autonomous driving will force automakers to embrace more cloud computing services, new research suggests.
BlogWhen it comes to measuring customer experience, the world is about to change. Here's why.
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NewsRapidly changing digital business models mean chief supply chain officer's (CSCO) must keep up on the latest technology and customer experience requirements, new research suggests.
NewsA robot could answer your next call to tech support, thanks to new artificial intelligence research at Google.
BlogCIOs of customer obsessed firms must embrace an accelerated pace of change and reinvention -- and that requires a healthy dose of analytics.
Based on data from more than 500 user reviews, G2 Crowd recently ranked the top 20 business intelligence platforms for summer 2015. Here’s a look at the rankings.
BlogThis horror story shows how companies fail to use all available data to find insights, fail to create action, and fail to delight their best customers.

One leading insurance company employed Vivisimo’s Velocity Platform to integrate data across multiple sources and applications to effectively manage inbound customer calls. This company has been recognized as one of the top insurers in the industry for the past 50 years. Their mission since inception has been a commitment to providing cost effective insurance, but with several business units each providing specific offerings, they began noticing a rise in call volume with unacceptable average handle times (AHT).

Success in business is, to a large extent, about optimizing the exchange of value with customers. The more value you can deliver to your customers, the more value you can get from them in the form of sales, higher margins, loyalty, references, and actionable feedback. Information plays a strategic role in this value exchange. When people in your organization understand your customers, their business challenges, your products and services, and how those products and services can best be applied to your customers’ challenges, they can deliver more value to the customer. Information delivers this understanding and insight to improve employee responsiveness to customers.

Learn how your organization can leverage your information to create a sustainable competitive advantage.
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