By putting their customers at the center of operations and leveraging insight, CA Technologies has transformed their operations. With insight, CA Technologies is able to facilitate global internal collaboration among their 13,000 employees, significantly reduce customer service issue resolution time in their contact center, and has increased customer satisfaction on their self-service website by 10%. Attend this Webinar to learn how they did it.
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Esteban Kolsky, former Gartner Analyst and principal of ThinkJar, has been envisioning and writing about the Customer Information Hub for a decade. In this on-demand webinar, he explains the concept and shares best practices to embrace the concept in order to achieve powerful results – increased satisfaction, lower costs and a more honed competitive edge.
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John Ragsdale, vice president of Technology Research at TSIA moderates this on-demand webinar featuring Tina Yarovsky, vice president of online support services at Trading Technologies Inc. and Coveo SVP of Enterprise Solutions, Ed Shepherdson. The panel discusses an approach combining knowledge management, customer experience management and enterprise search technology to help companies achieve significant results through actionable insight.
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