Thursday, October 18, 2012
2:00 p.m. New York / 7:00 p.m. London
The "customer is king" is an age-old mantra around which many companies have developed mission-critical customer relationship management (CRM) programs. As it turns out, however, knowing everything that there is to know about your customer, and delivering top-notch service, isn't the be-all and end-all when it comes to building customer loyalty, driving retention, and enabling top- and bottom-line growth. As technologies have evolved at an unprecedented pace, more and more products and services have become commoditized, and leading-edge companies have figured out that delivering a fantastic customer experience at every point of customer contact is what really drives competitive advantage and business results.
Harvey Koeppel, President of Pictographics, a management and technology advisory and consulting services firm, will share tips on:
- The differences between CRM and customer experience management (CEM) -- and why they matter
- The key components of a good CEM program
- Leveraging analytics to predict customer needs and drive the right experience in the right place at the right time
- Cultural and organizational considerations when implementing a CEM program
Get essential information you'll need to begin or continue your evolution from CRM to CEM. Register for "How to Build Great Customer Experience: It's All in the Analytics" now.
Harvey Koeppel, President, Pictographics Inc.
close this window
Harvey Koeppel is President of Pictographics Inc., a management and technology advisory and consulting services firm. The firm has provided executive-level support to the financial services industry since its inception in 1979.
Koeppel recently served as Executive Director of the Center for CIO Leadership. He set the Center's strategy and directed internal and external operations in support of a global community serving more than 3,400 CIOs and other C-level executives interested in developing the skills required to further leverage enterprise investments in information technology. From May 2004 through June 2007, he served as the CIO and SVP of Citigroup's Global Consumer Group (GCG). In that role, he set the strategic direction for the GCG's operations and technology and actively supported the development and growth of the operations and technology community in support of all GCG products and services on behalf of 180 million customers located in 54 countries throughout the world.
Koeppel has a distinguished record of IT innovation in the financial services industry. He designed the first graphical user interface for the Nasdaq trader workstation. He was the architect and designer of FxNet, a software program that revolutionized the way large financial institutions manage settlement risk within FX portfolios, and he is the named inventor on the Citibank patent of the "Recommendation Engine," a software component that advises sales and service staff about products and services to discuss with clients based on their financial goals and objectives.
Webinar Archive Registration
To register for this webinar, please complete the form below. Take care to provide all required information (indicated in red
). Press Register
to complete your registration. If you have already registered for our site or for one of our webinars, you may login
to register without re-entering your information.
Take a step back and think about the dramatic changes in healthcare that data and analytics have driven or enabled. It isn't your grandmother's doctor with black bag on a housecall.
Analytics on the evolving smart grid take center stage next week at the Distributech 2016 conference in Orlando.
Recent breakthroughs by Realeyes allows for tracking of a person's emotional state based on a number of metrics related to their facial expression, all at a lower cost than existing kinesiology systems.
A new map of where Aedes mosquitoes have been reported could help biologists control those insects that carry the Zika virus.
An Oxford University scientist turned to advanced math to deflate some of the world's great conspiracy theories.
See How Data is Revolutionizing Healthcare
The Analytics Job and Salary Outlook for 2016
See How Analytics Drive Change in the Retail World
All Analytics Conversations: Forecasts for Analytics in 2016
Don't Make This Mistake With Big Data
Understand the Difference Between Data Science and Analytics
Shape the Next Generation of Data Scientists
Analytics Best Practices: Plan for the Human Factor
See How Your Analytics Initiative Measures Up
Use Mobile Analytics to See the Big Picture
Hire and Manage a Great Analytics Team
SAS Best Practices & Training