Using Interaction Insights to Optimize the Customer Experience
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This webcast is part of our "Friday Back to Business Technology Sessions – Five Session for Digital Innovation". See the other upcoming webcasts here.
It can be challenging to ensure that customers always have the best experience, since their voice may not be easily heard or understood by the organization. In this era of customer empowerment, organizations must be able to understand the voice of the customer – what the customer says, thinks and feels – to be able to guide the digital transformations required to provide the most effective customer experience. Understanding the voice of the customer involves more than examining NPS; it’s an approach that requires unifying data, applying analytics to all interaction channels and using machine learning technologies to help innovate customer processes
Mark Smith, CEO and chief research officer of Ventana Research, has 30 years of hands-on and business technology experience. In this webinar, Mark offers insights on how to establish intelligence in customer processes and prioritize deployments of the latest digital technology innovations to most effectively engage and improve the experience of every one of your customers. This webinar will address these key topics:
- The ways in which organizations are failing to acknowledge the customers challenges of today.
- Why today’s customer experience is creating disruptions in business.
- How digital transformation can innovate customer processes for optimizing engagement.
- What voice of the customer technologies are best for your organization.
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About the Speaker
CEO & Chief Research Officer
Mark is responsible for the overall business and research direction of Ventana Research and drives the global research agenda covering both business and technology areas. He defined the blueprint and methodology for improving business by using benchmark research to provide guidance across people, processes, information and technology. Mark is an expert in enterprise software and business technology innovations including: business analytics, big data, cloud computing, business collaboration, mobile technology and social media. Mark has held CMO, research and product development roles at research and software companies. Mark started Ventana Research more than a decade ago; he has worked in the software industry for 25 years leading innovations in research and technology. Mark was rated the 2011 software industry analyst of the year by The Institute of Industry Analyst Relations (IIAR). Mark is also ranked as one of the top ten technology influencers in 2012 by Human Resources Executive magazine.