Rob Walker
Rob Walker
Chordiant
Rob Walker, Ph.D., vice president, Marketing (EMEA) and Decisioning Solutions, is responsible for managing the strategic direction and development of Chordiant Software's predictive decisioning technologies. He was previously with KiQ Ltd. and Capgemini. Walker holds a master's degree and a doctorate in computer science from Free University in the Netherlands.
Power to the (Call Center) People: Next-Best-Action Nudges Agents With a Way to Resolve a Problem
We all know that a call center experience can often make or break a customer's decision to continue purchasing services from a company. ...
Will 2008 Be the Year of CEM for Telco Companies?
Churn is one of the single greatest problems facing the major Telco's today. With outdated back end systems trying to keep up with regulation,...
Customer Experience in the Insurance Industry
A recent benchmarking of customer experience in the insurance industry by international research firm The Customer Respect Group placed insurers at an unhealthy 5.5...
Put Your Customer Experience on Auto-Pilot
In 2007 we saw organizations rally around Customer Experience practices. Many companies across a wide range of industries – insurance, banking, telecom to name...
Smart Customer Interaction Reduces the Demand for Data and Improves Response Time
In Silver Blaze, a murder story featuring that incomparable master of deductive reasoning, Sherlock Holmes, the key to solving the mystery lies in the...