Coveo today announced that Ed Shepherdson, senior vice president, enterprise solutions, will moderate a panel discussion at the Argyle Executive Forum 2012 Customer Care Leadership Forum in Dallas that will focus on gaining insight from customer interactions across all channels – both social and enterprise – to enhance customer experiences. The session will take place Wednesday, February 29, from 2:00 to 2:45 p.m. CST.
As organizations are tasked with customer care and contact center leadership, the Customer Care Leadership Forum will address how organizations can have a customer-first approach to business and better address customer concerns. Shepherdson will moderate a session on “The State of Insight: Actionable Intelligence in Customer Service.
The interactive panel discussion features senior customer support and experience executives including Peter Flynn, VP, worldwide customer services, Stratus Technologies; Mark Mitchell, managing director of customer experience, American Airlines; Cory Overman, vice president, customer service, Santander Consumer USA.
At an Argyle Customer Care Forum event in December, over 100 customer care leaders participated in a survey that found that access to actionable knowledge – specifically about customers – is a key priority. During this session, Coveo will be polling the audience to collect updated data about the importance of insight to customer service organizations.
Coveo is the confluence of Enterprise Search 2.0 and knowledge management for superior customer experiences, faster and more innovative product development and agile insight for sales and marketing. Coveo transforms disparate structured and unstructured data, from virtually any system, into actionable, on-demand insight about customers, projects, people, processes and products, providing greater insight into key business processes. Greater insight enables more effective and efficient customer service, more relevant customer experiences, increased sales and shorter sales cycles, faster innovation for better product development and ultimately, increased profitability.
Coveo customers range from Fortune 100 companies such as Lockheed Martin, PepsiCo and Verizon, to Global 2000 companies such as GEICO, CA Technologies and T-Mobile, to mid-sized businesses such as Terumo Medical, IBM Netezza and Children’s Hospital of Boston. For more information, visit www.coveo.com.
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