PW 2014 Presentation: EE: Transforming the Customer Journey Through 1:1 Customer Engagement
- 15.79 MB
DR. ROB WALKER, VICE PRESIDENT OF DECISION MANAGEMENT AND ANALYTICS, PEGASYSTEMS
SUZANNE WOOLLEY, HEAD OF CUSTOMER BASE MANAGEMENT, EE
Every customer experience represents your company’s brand and affects the future value of the relationship. In our ever-increasing digital world, where two-way communication bounces between multiple channels and devices, optimizing each customer experience across sales, marketing and service is a business imperative. The rise of big data and high-speed analytics makes it increasingly possible for organizations to move beyond mass-segmentation toward a completely personalized journey for each customer. In this session, Dr. Rob Walker and Suzanne Woolley will describe how organizations can take a new approach, using real-time context to improve customer engagement in every channel and drive very significant business returns.