Speaker: Jim Davies
Location: Westin Kierland - Kierland Ballroom 1
Session Type: Track Session

Most organizations survey their customers but very few apply best practice. Customers are being bombarded with generic, badly crafted questionnaires and are becoming increasingly reluctant to participate. The process is painful and they see no value in responding. Enterprise feedback management (EFM) solutions help organizations ask customers the right personalized questions at the right time on the right channel. They ensure appropriate follow-up actions are initiated and a holistic role-based analytical view is reported. In an economic environment where customer satisfaction and loyalty are critical, EFM solutions that help organizations understand their customer needs and perceptions as well as drive actions and provide clear reporting is emerging as a hot investment area.