Meeting Archive:
Understanding the Voice of the Customer: How to Effectively Gather and Leverage Customer Insight from Multiple Channels to Deliver a Superior Customer Experience

Meeting Description:
Voice of the Customer is not just about surveys anymore.

Customers are interacting with your brand through multiple channels including the website, retail store, contact center and even social media. You have to understand all of these multichannel interactions collectively to develop a complete Voice of the Customer.

Join us on this webcast and learn how you can easily gather and leverage data from all customer touchpoints to deliver a superior multichannel customer experience.

Learn how you can easily:

•    Collect real-time customer insight across channels
•    Discover and act upon emerging customer trends
•    Deliver a more personal and targeted customer experience
•    Increase customer loyalty and reduce churn
Date: Thu, Nov 3, 2011
Time: 01:00 PM EDT
Duration: 1 hour
Host(s): IIR USA - Events
 Presenter Information
Dan Burke
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As the VP Of eBusiness for Autonomy, Dan is responsible for providing subject matter expertise along our Promote category and how it relates to Meaning Based Marketing.

Prior to Autonomy, Dan worked for Fidelity Investments within Personal and Workplace Investments. Dan delivered the first Web reporting metrics across online projects combining disparate metrics to create foundational knowledge of customer satisfaction and utilization.Further, he created monthly Web Scorecard and Intranet site to drive internal awareness around Web metrics such as online engagement, online acquisition and optimal channel mix

Prior to Fidelity, Dan lead the online investment practice for Gomez, Inc. providing domain expertise within investments and insurance across functionality, usability and Web site performance; and consulted to leading discount and full service brokerages, mutual fund companies, insurance firms and high net-worth advisory firms on the delivery of Internet financial services.

Mike Olson
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Mike Olson is a Subject Matter Expert on Optimization, Analytics and Social Media technologies at Autonomy, Inc.  Leveraging his background in web optimization and analytics technologies, Mike is responsible for creating next-generation solutions that maximize revenue through engaging and relevant marketing campaigns and initiatives.

Prior to joining Autonomy, Mike served as the Web Optimization Team Lead at Omniture Technologies at Adobe, responsible for driving strategic revenue optimization programs for a variety of Fortune 100 companies.

Mike holds an MBA from The McCombs School of Business, University of Texas at Austin and a BS from Santa Clara University.

This webinar is sponsored by:
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