The Last Mile in CRM Analytics
Optimizing the customer experience in real time
 
 
While large organizations have invested millions in customer relationship management software and analytics, a tremendous gap still exists between companies’ ability to listen to customer needs and their ability to respond appropriately at the moment of interaction. In this session, you will learn how applying real-time predictive analytics to your existing customer processes can help you bridge this critical gap. By bridging the operational and analytical worlds of customer management, you will learn how real-time predictive analytics operationalizes underutilized customer insights and business logic to deliver real-time decisions.

What you will learn:
• How a Fortune 50 financial services company uses real-time predictive analytics to continuously measure 20 million interactions per week and drastically reduce the amount of manual labor needed to maintain world-class customer processes.
• How you can determine every customers' immediate needs and intentions to increase offer acceptance rates, customer retention, and campaign lift.
• How a Fortune 50 organization will reduce operational expenses by 4% in 2006 by automatically adapting their existing customer processes based on variables such as cost, likelihood of satisfaction, and likelihood of resolution.