HP’s CRM czar, Dennis DeGregor, recently discussed the Customer Experience with TMC’s Paula Bernier. During the discussion, Dennis revealed the development of big data analysis capabilities for structured and unstructured data and social media are two of the most important developments related to customer interactions in the past 30 years. He also added that mobility and location-based services are key developments in the recent past and cloud solutions, although initially thought of as a cost play, drives flexibility, adaptability and speed to market for customer-facing interaction solutions. Read TMC’s July 3rd Contact Center Solutions featured article for more Customer Experience insights from Dennis.
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We work with our clients on their Customer Engagement strategy, to provide advice and design expertise on analysis of unstructured data to support customer and audience segmentation, on business strategies and workflows to enable the orchestration of the dialogue, and on the “journey”.
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