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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. Messages belong to a single channel and provide content in a channel-specific format.

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).

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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 ).

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.” It even defines “customer experience” as “the impact that certain interactions make that create a lasting feeling or attitude toward a bank.” I’d venture that most customer experience management gurus would include all interactions in their definition.

6 Marketing Reports Used To Develop Competitive Advantage


In 2007 the Harvard Business Review Press published, "Competing On Analytics: The New Science of Winning" and made an observation. Analytics refers to a logical analysis for understanding what affects your metrics, how they relate or how they interact.