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.
Judging enterprise interest in analytics calls for a new metric that looks beyond what companies spend on hardware, software, and services.
Predictive analytics have been proving their worth in the retail sector, with examples showing showing the sector how predictive analytics can blend with industry experience in decision making.
If there's a crash in the video game sector, could game developers find work in the analytics field?
An All Analytics/InformationWeek survey shows that only a minority of those involved in analytics initiatives adopt the title of data scientist. Are there signs of new roles for analytics pros and data scientists?
Research by SAS and Northwestern University’s Kellogg School of Management provides deep insight into the activities of mobile consumers.
Survive the Digital Transformation
Health Analytics: Find Data Beyond the Hospital Doors
Finding Answers Through Prescriptive Analytics
Visualization: How to Bring Data to Life
Learn Why Analytics Are at Home in the Cloud
Analytics: Your Defense Against Cyber Threats
Big Data & Big Pharma: How Analytics Might Save Your Life
Live Interviews From SAS Global Forum
How to Hire Great Analytics Talent
Sports Analytics Mean Fun and Business
Secure Your Big Data in the Cloud
While 97% of insurers say that insurance fraud has increased or remained the same in the past two years, most of those companies report benefits from anti-fraud technology in limiting the impact of fraud, including higher quality referrals, the ability to uncover organized fraud, and improve efficiency for investigators.
SAS Best Practices & Training