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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.


ProfileChip Mahan “inspires” on the way to new deployed banking venture, Live Oaks
TrendsMobility has moved from being a business convenience to an opportunity over the past two years, and insurers are turning to customer service to take advantage of that.
NewsBig Blue unveils IBM Watson Engagement Advisor as a customer-facing search and answer tool with a marketing wrinkle and mobile components
BlogEfficiency shouldn’t come at the cost of engagement or customer experience
FeatureMoving toward CXM: businesses must make it as easy as possible for their customers to engage with them, regardless of how the engagement is initiated or the form that it takes.
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TrendsWith a LinkedIn look and feel, Finect is part of a small but growing social media toehold on financial decisions
FeatureFour steps for implementing an agile marketing analytics strategy that can help organizations analyze their data in order to achieve goals
NewsConsumer Financial Protection Bureau is demanding records from banks, amassing anonymous data on millions of consumers for “data-driven” decisions on lending, credit cards and more
BlogGoogle deal for Frommer contacts puts value on networking, behavioral data
BlogWith enterprise architects, a deep divide between design and systems
BlogHow do accountability and humility impact the future of advanced analytics?
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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.

Are you actively evaluating master data management technologies and their ability to scale and support emerging trends around big data, social and mobile?

Yes 61%
No 23%
Don't Know 9%
Not Applicable 6%

 

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