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Intelligent Conversations
Agent Driven Interactions: What Next? — Sabine VanderLinden, Director, Worldwide Insurance
Published in intelligent conversations
Tags: Agent Driven Interactions, chordiant, Chordiant cx solutions, chordiant software inc, cross sell, Customer Intelligence, insurance, insurance carriers, up-sell
Following my earlier blog entry on retention, I’d like to look more closely at issues that independent agents are facing to achieve personal growth objectives while meeting insurance carrier requirements.
We all know that insurance agents are a very valuable resource for insurance carriers. In many cases, they support 40% to 60% (if not more) of [...]
The New Normal: The Lifetime Value of Customers Is More Important Now Than Ever — Ray Gerber, SVP and CTO
Published in 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. [...]
Retention at the Right Cost — Sabine VanderLinden, Director, Worldwide Insurance Solutions
Published in intelligent conversations
Tags: CEM, chordiant, Chordiant Cx Retention, chordiant software inc, customer retention, predictive analytics
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 [...]
First and Goal — Scott Andrick, Director, Product Marketing – Financial Services
Published in intelligent conversations
Tags: chordiant, Chordiant cx solutions, chordiant software inc, CRM, Cross-sell/Up-sell, Customer Intelligence, customer interactions, predictive analytics
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.
CEM is a journey, not a destination — Ray Gerber, SVP and CTO
Published in intelligent conversations
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.
Delayed…Reaction — Ray Gerber, SVP and CTO
Published in intelligent conversations
Tags: chordiant, chordiant software inc, chordiant's cx solutions, customer relationship, Rob Walker
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?
The case of the disappearing customer — Scott Andrick, Director, Product Marketing – Financial Services
Published in intelligent conversations
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.
Customer Experience Management Trends and Advances to Look Out for in 2010 — Ray Gerber, SVP and CTO
Published in intelligent conversations
Tags: chordiant, chordiant software inc, chordiant's cx solutions, customer experience management, customer-based marketing, cx, cx solutions, multi-channel, next-best-action
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.
Contact Centers Focus on Customer Acquisition — Marchai Bruchey, SVP and CMO
Published in intelligent conversations
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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