Tag Archive for customer experience

Clarabridge Goes Straight To The Customers’ Mouth To Analyze Call Center Interactions

Customer experience management vendor Clarabridge wants to bring the first-person narrative from call center interactions to life for marketing analysts, customer care managers, call center leaders and other customer-focused enterprise execs. With its just released Clarabridge Speech, it now brings via the cloud a solution that integrates Voci Technologies’ speech recognition smarts with its own…

MetLife’s “Wall” Powered by MongoDB

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by Angela Guess MongoDB recently shared a video of a customer story from one of their larger clients, MetLife. According to the company, “Using MongoDB, MetLife built the ‘Wall’, a customer service application that allows MetLife to see a 360-degree view of its customers. The Facebook style interface captures all of the relationships and interactions that…

IBM Set to Acquire The Now Factory

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by Angela Guess A new article out of IBM reports that “IBM [yesterday] announced a definitive agreement to acquire The Now Factory, a privately held provider of analytics software that helps communications service providers (CSPs) deliver better customer experiences and drive new revenue opportunities. The company is headquartered in Dublin, Ireland.  Financial terms were not disclosed.…

How Big Data Improves Customer Experience

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by Angela Guess Ronit Belson of Silicon Angle recently wrote, “Earlier this year Forrester Research, Inc., published its “2013 Customer Experience Predictions” report (January 2013) based on interviews with leading chief customer officers about their biggest challenges and priorities for 2013. Forrester found that over the past two years, consumer technology adoption and market forces have…

Ferguson Creates Better Customer Experience with Stibo Systems Multidomain MDM

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by Angela Guess Stibo Systems recently reported, “Ferguson Enterprises Inc., the largest wholesale distributor of residential and commercial plumbing supplies and pipe, valves and fittings in the United States, has furthered its commitment to creating the best multichannel customer experience by extending its use of Stibo Systems’ multidomain Master Data Management (MDM) platform to include…

NS Shopping Selects IBM to Transform Customer Experience

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by Angela Guess A new article out of IBM reports, “NS Shopping, a leading home shopping network in South Korea and part of the US$4.5 billion Harim Group, is working with IBM (NYSE: IBM) to transform the company by employing new tools to simultaneously improve customer experiences and the organization’s technology infrastructure. The enterprise-wide transformation with…