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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.

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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BlogMarketers must stop thinking about mobile as a goal or a strategy. Instead, think about how it can help you achieve your overall marketing and business objectives
BlogIn the age of self-service online sales, B2B companies must rethink the role of their salespeople.
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BlogAn obsession with winning, serving and retaining customers is the only possible path forward. Here's why.
NewsMarketing professionals are mastering multiple channels -- with mobile advertising campaigns ramping up really rapidly, according to a new survey.
AnalysisHow to adapt self-service IT for a new generation of users.
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AdviceTimely guidance on digital engagement, contextual conversations and mobility's continued impact on your business.
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NewsAs the BYOD market grows 25 percent annually, companies are embracing mobile virtualization to easy anywhere, anytime application access, according to new research.
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BlogTracking the customer journey is critical for long-term engagement.

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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