Sponsor: Convergys
Featured Analyst Firm: Gartner
Speakers: Gareth Herschel, David Noone
Type: Video (27 minutes)
You’ve captured customer data through your CRM, ERP, BSS/OSS, billing and legacy systems, but are you best using that data to deliver a personalized and dynamic experience across your self-service, assisted-service and proactive service channels?
Join industry experts from featured analyst firm, Gartner, Inc., and opinion leaders from Convergys as they uncover the secrets to unlocking your customer data and improving your customers’ experience.
In this program you’ll learn about the benefits of employing enterprise policy management in your organization, including:
- Rapid ROI seen through deployment of cross-sell, up-sell and self-service environments
- Standardization leading to a consistent customer experience across all channels
- Improved expectation-setting, retention, satisfaction, and treatment for your customers
- The ability to provide differentiated levels of treatment to high-value vs. low-value customers
- The ability to quickly adjust strategies to suit opportunities
In this program you will also learn about:
- The enterprise policy management trends that exist in today’s market
- How enterprise policy management expands beyond the traditional “four walls” of the enterprise
- Where your company should invest in enterprise policy management in the future
- How proactive service can be applied to your customer experience strategy
- How to make the distinction between analytics, business intelligence and enterprise policy management
The customer experience is key to a successful strategy, but how do you operationalize this strategy into practice? Watch this new program and find out. Go now.
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About Gareth Herschel, Research Director, Gartner
Gareth Herschel is the lead analyst on the use of analytics to drive improved business performance in the area of customer relationships. Today's analytical enterprise uses metrics to improve (not just track) performance, employs predictive analytics to drive better decisions, and applies social network analysis and text mining to improve understanding of customer segmentation, value and satisfaction across the marketing and customer service channels. Previously, Mr. Herschel trained as a business analyst in finance and logistics functions of IT companies.
About David Noone, Director of Strategic Solutions, Convergys
David Noone is the Director Strategic Solutions at Convergys. With over 20 years expertise in customer experience technology and strategies, David has become one of Convergys' leading evangelists in the area of Relationship Management. He is a regular speaker at industry and media events and spends a large percentage of his time working with major clients around the globe advising them on the best application of technology while maintaining a focus on Customer Experience. It is with this Customer Experience focus that companies can deliver real differentiators in today's highly competitive marketplace.
