Deliver the Next Generation of Customer Engagement Using Analytics
Event Date: October 16, 2013
Customer interactions now happen across multiple channels and devices, and increasingly empowered consumers expect instant responses that are relevant, contextual, personalized and consistent – no matter which channel they use.
While consumers are willing to spend more in return for good customer service, they are quicker to leave for a competitor if they have a bad experience. Reacting to unsatisfied customers is no longer sufficient; organizations must provide proactive customer service that not only delivers information and answers to issues, but delivers targeted cross-sell and up-sell offers, and even proactively intervenes at early signs of dissatisfaction or defection.
By instituting an analytics-driven approach, organizations can build long-term customer relationships that drive customer loyalty and business results – one interaction, one decision at a time.
Learn how to empower customer service to deliver the best possible outcome from each interaction – moving from reporting on performance metrics to:
- Analyzing all customer data, including feedback and social media
- Delivering optimized real-time offers
- Focusing on business outcomes
- Predicting future outcomes
Join expert Richard Snow, VP & Research Director at Ventana Research, and Catherine Frye, Market Segment Manager, IBM Business Analytics, as they reveal a toolkit for the next generation of customer engagement.