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Pitney Bowes Interaction Optimizer and Dialogue Offer Unified Inbound/Outbound Marketing Campaigns

Customer Experience Matrix

Purchases have included Group 1 Software (2004), MapInfo (2007) and Portrait Software (2010), which are now part of a customer analytics and interaction group within the company’s software division. Dialogue and Interaction Optimizer are closely linked, sharing a user interface for campaign definition and both using Foundation to connect with external systems.

Tibco Lays Out Architecture for Customer Interaction Management

Customer Experience Matrix

Or at least, that’s my interpretation of what led it to publish a paper on “Predictive Customer Interaction Management,” available here. The paper speeds past the niceties of why interaction management is important to reach its real topic: what a customer interaction management architecture looks like. Tibco Software ( ) has been providing enterprise integration technology for what seems like forever (actually, since 1985). But while it’s still basically in the plumbing business, it has apparently been paying attention to how people are using its products.

Beware Distributed Analytics (You Read It Here First)

Customer Experience Matrix

Examples abound: - channel-specific analytical systems for Web sites and call centers (see last Thursday's post ). more extensive business intelligence capabilities built into enterprise software systems like SAP - rule- and model-driven interaction management components built into customer touchpoint systems - more advanced testing functions built into operational processes (okay, we haven’t seen that one yet, but I did write about it yesterday ). No one has been attacking this model directly (unless I’ve missed yet another memo), but it does seem to be under some strain.

IBM Paper Makes Emotion the Focus of Customer Experience Management

Customer Experience Matrix

All this leads to the proposition that the only really important interactions are those that “leave a lasting impact and change a particular customer’s attitude toward the company.” Even the most unimportant or emotionally irrelevant interaction can be soured into a disaster if there is unexpected rude treatment or a fundamental breakdown in delivery.basic delivery against brand-specific and baseline exceptions [sic; I think they meant expectations] is absolutely critical…many banks would be vastly improved by making progress on just baseline and brand-specific delivery.”