Vision Critical has today launched a Customer Experience Management (CEM) platform, which automates the collection of data from multiple sources and analyzes it in real time.
Clients using the platform will be able to co-ordinate and collate customer information coming from surveys, CRM, existing databases and social media, analyse the data and publish the resultant 'total customer experience' overview within the same package. Simplifying what the company describes as the 'struggle with making sense of all the data collected' and the need to 'share this data intelligently and securely throughout the organization'. The system also provides pro forma questions which the firm says will optimize response rates and engagement.
President Andrew Reid comments: 'Our CEM platform builds a holistic view of each individual's customer's relationship within the organization. The insights garnered can trigger targeted and timely action so businesses can constantly fine tune their customers' experiences.'
The new product is released against a background of increasing concern within the industry about the under-utilisation of data collected by organisations - according to a recent Forrester Research report, 'most firms lack the structure and process to translate disparate data sources into a holistic view of the customer.'
Vision Critical has offices across North America, Europe and Australia and can be found online at: www.visioncritical.com .
All articles 2006-18 written and edited by Mel Crowther and/or Nick Thomas.