Patric Timmermans

Centralized Analytics Helps You Personalize Your Customer Contact and Build Your Brand

How much do you know about your customers? More companies today recognize that capturing wallet share from existing customers is as important as capturing market share with new customer wins. At a large national bank, for example, an enterprise-wide customer strategy has focused on...

Your Customer Is on the Phone. Now What?

This scenario takes place countless times a day: A customer calls a service center with a question or issue that needs to be resolved. After sorting through various menus and prompts, the customer finally speaks to a customer service representative (CSR) and gets the...

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