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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.


NewsAmazon.com Inc. (AMZN) and other Web retailers sold more products than ever this holiday season, boosted by early promotions and investments in delivery systems that helped avoid the widespread shipping snags of last year.
ViewpointAnalytics is vastly redefining sports, with teams repeatedly signing and scouting players based on insights from the ‘stat-geeks.’ It has seen teams, players and athletes conquer previously unscalable heights and adopt different styles, techniques and methods that have aided in vastly superior performances.
NewsRecent breakthroughs in speech recognition and artificial intelligence will soon make gadgets dramatically better at understanding people.
BlogPredictive analytics will power offers, decisions and connections. But that's not all.
AnalysisThe next time Self Service is discussed in your organization, keep in mind the three C’s—Connection, Context and Control—and you’ll achieve the necessary framework for a high-performing business intelligence program.
NewsIn what is being touted as the first real-world trial of the impact of patient-controlled access to electronic health records, almost half of the patients who participated in the study withheld clinically sensitive information in their EHR from some or all of their healthcare providers.
BlogEarlier this month, we published a report that dissects global risk perceptions of business and technology management leaders. One of the most eye-popping observations from our analysis is how customer obsession dramatically alters the risk mindset of business decision-makers.
BlogHow will customer insights and Big Data evolve around the world in 2015? Here are some clues.
NewsA “culture of increased transparency” is needed at the U.S. Health and Human Services Department, Secretary Sylvia Mathews Burwell said, after Obamacare enrollment data were padded with dental plan customers in what she has called an error.
BlogTechnologies such as beacons, retail store analytics, and store fulfillment programs are rapidly changing the definition of how a retail store operates and engages with customers. Here's how.
NewsTarget Corp. is asking a federal judge to throw out claims by banks that had to deal with the consequences of a data breach that compromised at least 40 million credit-card accounts.
NewsSalesforce has launched Desk.com App Hub -- which is designed to help small and midsize (SMB) companies deliver better customer service and, by extension, a better customer experience.

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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