Richard Snow's Analyst Perspectives

Conference Highlights Social Media, Analytics and the Customer Experience

Posted by Richard Snow on May 24, 2011 1:27:24 PM

The Directors Club of the U.K. recently held its inaugural National Customer Show in London. The event was well attended and attracted sponsorship from some of the biggest vendors in the contact center industry; among them were platinum sponsors Interactive Intelligence and salesforce.com, and session sponsors Nexidia and SwordCiboodle. I noticed three common themes, covering very different aspects of managing the customer, and I’ll hit the highlights of each.

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Topics: Business Analytics, Business Collaboration, Business Mobility, Call Center, Cloud Computing, Contact Center, Contact Center Analytics, CRM, Customer Analytics, Customer Feedback Management, Customer Performance Management (CPM), Customer Service, Desktop Analytics, Information Management (IM), Interactive Intelligence, Nexidia, Operational Performance Management (OPM), Predictive Analytics, Sales Performance Management (SPM), Salesforce.com, Social CRM, Social Media, Speech Analytics, SwordCiboodle, Text Analytics, Voice of the Customer, Workforce Management, Customer Experience, Analytics, Business Intelligence