Richard Snow's Analyst Perspectives

Customer Engagement Day Reveals New Issues and Opportunity

Posted by Richard Snow on May 1, 2012 11:15:47 AM

I recently attended the second in the series of customer engagement days organized by the Directors Club (GB & NI). The format of the event was the same as the first day that I wrote about and included three keynote presentations and three roundtable sessions where attendees discussed how organizations should engage with customers. As for the first event I chaired the roundtable on perfecting multichannel customer engagement in the contact center and gave a keynote on how social media is impacting the contact center.

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Topics: Business Analytics, Business Collaboration, Business Mobility, Call Center, Cloud Computing, Contact Center, Contact Center Analytics, CRM, Customer Analytics, Customer Data Management, Customer Feedback Management, Customer Performance Management (CPM), Customer Service, Desktop Analytics, Financial Performance Management (FPM), Genesys, Governance, Risk & Compliance (GRC), InContact, Information Applications (IA), Information Management (IM), Interactive Intelligence, IT Performance Management (ITPM), NICE Systems, Noble Systems, Operational Performance Management (OPM), Predictive Analytics, Sales Performance Management (SPM), Social CRM, Social Media, Speech Analytics, Supply Chain Performance Management (SCPM), Sustainability, Text Analytics, Unified Communications, Verint, Voice of the Customer, Workforce Management, Workforce Performance Management (WPM), Customer Experience, Analytics, Business Intelligence