Presented By: Martin Hill-Wilson, Director of Bridge House Consulting; and Jeff Schlueter, Vice President, Marketing & Business Development, Nexidia 

On Demand Date: May 2011 

Your customers are evolving. So are their methods for interacting with your company. While most customers prefer to pick up the phone, they now reach out in other ways such as chat, email, and social forums. Companies are inundated with a myriad of these unstructured interactions, but lack the ability to synthesize them into a total understanding of customer needs and desires.

What’s needed to solve this problem? Customer Interaction Analytics and Multi-Channel Discovery. Customer Interaction Analytics allows organizations to analyze every phone call, chat, email, and tweet and translate this data into total picture of the voice of the customer. This allows companies to quickly discover the customer issues that are impacting their business, provide in-depth analysis to determine the best actions to take, and make fast business decisions that better reflect the changes really desired by their customers.

Martin Hill-Wilson, Director of Bridge House Consulting, explains the central role that customer interaction analytics plays in business transformations. Given the widespread efforts now being made in organizations to compete on service excellence and the quality of the customer experience, it is essential that effective strategies are developed based on the true priorities of customers. Martin demonstrates how customer interaction analytics delivers the necessary insight to tackle everything from service failures to spotting latent customer needs before competitors can react.

In this webinar you will learn:  

• How to increase the value and influence of customer services to the rest of your organization
• Why organizations think their customers are happy when the real experience is quite different
• Through a live demonstration, how to build momentum for real business transformation using customer interaction analytics  

Speakers: 
Martin Hill-Wilson, Director of Bridge House Consulting.   

Martin has a wealth of contact center knowledge as outsourcer CEO, operational consultant, customer strategist, industry speaker and writer, and long-time organizer of best practice forums. He has leveraged that knowledge to help companies such as Dimension Data and Datapoint where he served as a strategy director. In 2009 he was voted number one in the Top Most Respected Call Centre People by the readers of Call Centre Helper.

Jeff Schlueter, Vice President, Marketing & Business Development, Nexidia.  

Jeff brings two decades of telecom and marketing experience to Nexidia. He served as the Executive Director of Product Management and Executive Director of Customer Base Marketing at Cingular Wireless. During his tenure he managed the development and lifecycle of all voice-related products and services and was responsible for all marketing programs into their base of 22 million subscribers for retention and revenue stimulation.