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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.


Information Management NewsWells Fargo and the online lingerie store True&Co have something in common: both are using analytics to improve the customer experience
FeatureTo satisfy increasingly sophisticated customer expectations, insurers must first rethink the business from the outside in, replace or modernize their technologies and continuously measure their progress.
BlogCrypto-currency is here to stay, and the changes to our global economy because of it will be staggering
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Information Management NewsIn a big data world, companies have more information than ever about their customers – so why aren’t they making better use of analytics to keep them happy?
NewsHP Customer Engagement Management Services—Social integrates social CRM into existing environment
CommentaryIssues companies integrating master data are tripping over and tactics to address the challenges
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CommentaryAs consumers grow more demanding, insurers would do well to anticipate customer concerns and offer instruction on how to avoid them; but first, they need executive buy-in
CommentaryIT’s monsters can be slain, says former CIO with Aflac and Allstate, and current Perseus CEO Michael Boyle, but it’s going to take more transparency and a different mindset.
NewsInitiatives designed to enhance customer interaction and engagement through the use of social media, mobile, cloud and advanced analytics
NewsCapabilities are designed to provide organizations with advanced performance analytics, workforce optimization, multichannel capabilities and customer self-service options
Information Management's DM RadioApps are everywhere these days. The iPad still dominates, but Apple is just one of countless app distributors these days. The enterprise is increasingly looking to these lightweight applications as well, for reasons ranging from operational efficiency to analytics on the fringe. Register for this episode of DM Radio to hear Host Eric Kavanagh interview Cindi Howson of BI Scorecard, plus Randal Hoff of FairCom, Stefan Andreasen of Kapow Software, and John Callan of QlikView.
CommentaryA profile of some financial services companies that are using social networks to create new collaboration patterns with their customers, distributors and employees

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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