Intelligent Conversations

We’ve all read about the New Normal that was ushered in when the economy hit the skids last year: as consumers tightened their belts and we all slowed spending, a ripple moved outward which affected business spending and investments across nearly every industry. Wallet share decreased.
Operational costs for businesses increased. The credit crunch hit hard.  [...]

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Insurance & Technology recently reported that an IVANS’ Carrier Survey report found that property/casualty insurers’ business objectives are driving IT investment in projects supporting customer retention and lifecycle management, regulatory compliance and operational transformation. Looking more closely into the report, I found that the executive summary suggested that “staying ahead of the competition and maintaining [...]

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Being a former defensive football player, I had an interesting thought after the Super Bowl. Tracy Porter, the Saint’s cornerback who picked off Peyton Manning, said that they had studied Manning on film and knew he was going to throw that exact same pass.

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If you feel bombarded by the slew of different customer experience management definitions in the market you’re not alone. All too often we find that traditional siloed CRM companies lay claim to offering complete customer experience management capabilities…but the definition of those capabilities changes from day to day.

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Think fast! Do you know how some of your current marketing and sales campaigns are affecting your customers’ opinion of your company? Do you know the impact those opinions will have on your forecast revenue, churn, profits or any other business metric?

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The average company loses half of its customers over 5 years. That’s a staggering number – and what’s even more shocking is the hundreds of vendors out there that all claim to offer technology to help retain customers, create stronger relationships with those customers, and build future customer bases.

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With the start of the new year and the kick-off of Chordiant’s blog, I wanted to take the opportunity to discuss the Customer Experience Management trends that I see taking the stage in 2010. Send me your comments and let me know what you think.

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TMC recently reported that Frost and Sullivan research found that the contact center industry “needs to increase its focus on customer acquisition and delivering customer experience with people, processes and technology.

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I recently spoke with Chris Musico at CRM Magazine to share details of Chordiant’s Cx Solutions. During the meeting, we discussed how it is important that customer experience offerings are both targeted and solve specific business issues.

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A few weeks ago I was invited to be a guest on Information Management’s DM Radio program to take part in a show entitled “Predictive Analytics: The Enterprise Crystal Ball”. I joined an esteemed panel of industry luminaries, including Jim Kobielus of Forrester and Eric Siegel of Prediction Impact, to discuss some of the most pressing issues surrounding predictive analytics.

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