Sponsor: Verint Systems Inc.
Featured Analyst Firm: Gartner
Speakers: Ed Thompson, Jim Davies, Ryan Hollenbeck
Type: Video (40 minutes)
Mastering the customer experience is a complex equation involving many moving parts. Done successfully, however, it can open new doors and lucrative benefits for customers and businesses alike. During the multimedia session "Putting the Voice of Your Customers to Work for You", Gartner analysts Ed Thompson and Jim Davies, along with Verint Systems, will:
- Explore the top challenges facing customer service operations today
- Highlight the best practices and impact of bringing the "voice of the customer" inside your four walls
- Examine the fundamentals and technologies for getting started on building your "voice of the customer" initiative and workforce optimization strategy
- Profile the power of multichannel sales and service delivery-and "real-time, at the right time" analytics
- Share how global organizations in healthcare, telecommunications and insurance-for example-have taken a customer-centric approach to their operations-embracing an "actionable intelligence" strategy powered by workforce optimization and voice of the customer analytics
**********
About Ed Thompson, VP Distinguished Analyst, Gartner
Edmund (Ed) Thompson is a vice president and distinguished analyst in Gartner Research. His research focuses on CRM, and he is the research leader for the CRM Strategy and Implementation and Customer Experience Management topics. He researches CRM strategy, implementation, CRM service providers, customer experience and SAP CRM, and more generally covers CRM in Europe.
Prior to joining Gartner, he was a consultant at INTECO, where he worked in strategy consultancy and market research. Previously, Mr. Thompson worked at Software Sciences/Data Sciences, an independent software vendor and system integrator based in the United Kingdom.
**********
About Jim Davies, Research Director, Gartner
Jim Davies is a research director in Gartner Research and is part of the company's European CRM team. His research focuses on all aspects relating to the voice of the customer (VoC), including technologies such as surveying, speech analytics and social media monitoring. He also covers the contact center workforce optimization (WFO) marketplace, which integrates and optimizes call center agent functions spanning from recruitment, recording, evaluation and training to scheduling, reporting and all associated analytics. Both research areas feed into Gartner's overarching coverage of customer experience management.
Mr. Davies has a scientific background and was previously employed as a senior research scientist for a government agency.
**********
About Ryan Hollenbeck, Senior Vice President, Verint Systems Inc.
Ryan Hollenbeck serves as Senior Vice President of Global Marketing for Verint Systems, the market leader in enterprise workforce optimization (WFO) and security intelligence solutions. In his position, he is responsible for driving market strategy and awareness through corporate marketing, global marketing operations and programs, solutions marketing, marketing communications, analyst and public relations, and sales enablement.
With 20 years of experience in technology marketing, Hollenbeck brings a wealth of experience in positioning, launching and building markets for software and IT solution providers. During his 10 year tenure with Witness Systems-which in 2007 combined with Verint Systems-he served as vice president of corporate marketing and investor relations. Prior to joining the organization, he held management and leadership positions with Dun & Bradstreet Software, Prentice Hall Professional Software and Crescent Communications (now Ketchum Worldwide). Hollenbeck holds a Bachelor of Journalism degree with an economics minor from Oregon State University.
**********
