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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.

BlogHow to leverage software engineering, analytics and more to bolster your customers' experience.
BlogIt's time to effectively address the complexity of customer engagement.
BlogOver-customized legacy infrastructure. Constrained budgets. And digital disruption around every corner. Oh my.
BlogThree ways to measure and improve customer experience (CX).
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NewsThe digital era could be a bigger wave than the industrial revolution, EMC Corp. CEO Joe Tucci predicted today. The secret to success involves agile software development cultures within enterprises, Pivotal CEO Paul Maritz added.
NewsOnly 10 percent of healthcare professionals believe their organizations use data and analytics at their highest potential, according to recent research results.
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NewsAmazon unveiled Amazon Business, a new marketplace offering tractor parts, latex gloves, paper clips and millions of other products needed in factories, hospitals, schools and offices.
BlogIn the age of self-service customer support, here's why contact centers must go digital.
NewsNearly 90 percent of providers are using mobile devices for patient engagement, but many app-enabled portals aren't all that engaging, according to a HIMSS survey.
BlogDon't let Google's new search algorithm go to waste. Make the mobile mind shift and invest in mobile-friendly experiences.
NewsBloomberg Terminals suffered a "global outage" that had an impact on markets in Asia and Europe but the market data and financial services giant said that its flagship Bloomberg terminals were up and running. But industry observers are noting that an over-reliance on a single vendor might add vulnerabilities to a market that does not like surprises.
BlogTo succeed in the digital economy, your business needs to understand how to deal most effectively with customer interactions and the customer experience.
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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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