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Analytics and the customer experience: making every interaction count
Thursday, July 28, 2011 by Beth Barling
Last week we launched the latest in our series of MWD Insights events. This time the focus is on Customer Analytics.
OK, I can hear you yawning. Sure, the concept of putting the customer first isn’t anything new, right? And we all know that finding – and keeping – customers is harder than ever before. But wasn’t the promise of CRM investment about delivering greater customer centricity? What’s missing today and what can we do better? What role can analytics play in supporting a connected, consistent, and satisfying customer journey in a way that is effective, efficient and profitable for your organisation? This event aims to answer these and many more questions, explaining how you can make interactions count with automated, relevant and actionable analytics.
In this event you’ll find a four-part analyst webcast series, presented by Helena Schwenk, our resident analytics expert. These bite-sized guides will how you to maximise the effectiveness of customer interactions – taking you from first principles right through to implementation guidance:
1. Building a differentiated customer experience – do or die
2. Customer journey mapping: how analytics gives you the edge
3. Making interactions count with automated, actionable and relevant analytics
4. From here to customer experience excellence: first steps
We appreciate how busy you are – that’s why we’ve made these presentations available to you on demand so you can dip in at a time to suit you. The interactive console puts YOU in control – you can pause or skip around the presentation at will, so if you don’t get chance to complete an entire section, come back and start again where you left off. The webcasts are free, and you don’t even need to register to get started. And it’s available for 12 months, so you’ve got plenty of time.
This event is brought to you free of charge thanks to the generous support of our sponsor*: Pegasystems. While you’re on the event site, why not check out Pegasystems’ ‘booth’ page in our virtual exhibition hall? There you’ll find an overview of their customer analytics offerings, as well as a wealth of other free resources, including a free customer service assessment, videos, whitepapers and product datasheets.
So get started now and check out the event site. As always, let us know what you think. Use the feedback link on the event site and you’ll receive 10% off our premium advisory reports (which you can now buy online and download immediately by the way).
* A note about sponsoring a MWD Advisors event: We’re grateful to our sponsors for their support. But just so you know, we designed and created the event content ourselves – it’s a completely independent and unbiased piece of work. We hope you find it useful. Do let us know – feedback@mwdadvisors.com
Posted in Analytics, Information Management, General, MWD
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