Meeting Archive:
Answering the Call for an Intelligent Contact Center

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Meeting Description:
New challenges and opportunities for companies to interact with their customers have emerged with the advent of social media, and with widespread use of online processes for just about everything a company does. Engagement is often through the contact center in real-time via online chat or over the phone, and both environments are where the associate can either instantly delight or annoy the customer based on what they know (or don’t know).

What’s needed are data-driven processes powered by predictive analytics in the contact center, creating alignment between operations and marketing. The result of that alignment is to drive efficiencies that improve customer satisfaction and loyalty, as well as open up cross-sell and upsell opportunities. 
In this session, Wilson Raj from SAS and Mitch Lieberman from Sword-Ciboodle will lead a thoughtful discussion of this topic based on creating an “intelligent contact center.”  They will provide real life examples from online printing and promotion giant VistaPrint, highlighting how they implemented their intelligent contact center and the results they’ve enjoyed as a result.

Wilson Raj, Customer Intelligence Marketing Principal, SAS
Mitch Lieberman, Vice President Market Strategy, Sword Ciboodle

Anthony Salas
, American Marketing Association

Date: Thu, Mar 22, 2012
Time: 12:00 PM CDT
Duration: 1 hour
Host(s): American Marketing Association
 Presenter Information
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Wilson Raj, Customer Intelligence Marketing Principal, SAS
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Wilson Raj is responsible for the global evangelism and strategic direction for customer intelligence solutions at SAS. With 18 years of experience in diverse industries, he has built brand value and loyalty through expertise in traditional and digital/social marketing, analytics, corporate branding, marketing communications and public relations. He has held global marketing and strategy positions for leading Fortune Global 500® companies and digital agencies such as Microsoft, Medtronic, Philips, Novell, Ameritech (now AT&T Midwest), Publicis and WPP.
Wilson holds a BA in English and an MBA from Brigham Young University, and a Certificate in Education from the Institute of Education in Singapore.

Mitch Lieberman, Vice President Market Strategy, Sword Ciboodle
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As Vice President Market Strategy, Mitch is responsible for evolving Sword Ciboodle’s product and marketing vision to fulfill the promise of social CRM in the context of the multi-channel contact center. His expertise includes software architecture, implementation services and product positioning, and he enjoys the challenge of delivering mission critical business applications to Fortune 500 companies.

Mitch brings a broad perspective to the discussion that incorporates Cloud Computing, Customer Relationship Management (CRM), Customer Service and Social CRM. Mitch is based in Vermont, but an often be found in either Chicago, Il or Glasgow, Scotland.