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.
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.
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