|By Business Wire||
|May 19, 2014 02:58 PM EDT||
TouchCommerce, the innovative leader in custom online engagement solutions for market leading brands, today announced that its customer, T-Mobile, has been recognized in the Gartner & 1to1 Media CRM Excellence Awards for its analytics initiatives, which the company developed together with TouchCommerce. T-Mobile is accepting the Bronze Winner award in the Customer Analytics category at the Gartner Customer 360 Summit, held in Orlando, Florida, May 19-21, 2014. Winners were selected by a panel of judges, including Gartner analysts, 1to1 Media editorial staff, and business experts. This is the tenth year of the Gartner & 1to1 Media CRM Excellence Awards.
“We are extremely honored to have our customer T-Mobile recognized for the customer analytics program we developed together,” said Bernard Louvat, president and CEO of TouchCommerce. “As a team, we’ve achieved some incredible results, and we believe that the recognition from Gartner, the world's leading information technology research firm, and 1to1 Media, a key editorial resource in our industry, validates our efforts.”
The judging criteria in the Customer Analytics category focused on the use of customer data analysis to increase customer engagement and improve business performance. The entry was evaluated against the 8 Gartner CRM Building Blocks – CRM Vision, CRM Strategy, Valued Customer Experience, Organizational Collaboration, CRM Processes, CRM Information, CRM Technology, and CRM Metrics – as well as 1to1’s approach to building profitable customer relationships based on understanding customer needs, behavior and value. Nominees provided examples of how they used customer analytics on an ongoing, strategic basis to optimize the customer experience.
Penny Gillespie, research director of e-commerce at Gartner added: ‘"The 2014 winners all shared the common goal of improving the lives of their customers and recognized the significance of looking at their organizations from their customers' perspective. As these winners demonstrate, nothing great is ever achieved without talking to the customer."’*
In addition to accepting the award at the Gartner Customer 360 Summit on May 19, T-Mobile will also cover key results and successes from the award-winning customer analytics case study in the event’s speaking program on May 20, 2014. The customer analytics component of the presentation will touch on how T-Mobile, with the guidance of TouchCommerce, identified new metrics and processes to improve the customer experience, as well as how new analytics capabilities provided T-Mobile with access to data previously unavailable to adapt policy, procedures, and customer service responses. The customer analytics portion of the presentation will also address how this initiative resulted in dramatic improvements in internal customer satisfaction metrics, as well as decreases in wait time and chat abandonment. Furthermore, the added organizational flexibility enabled T-Mobile to run a successful pilot where a single team of representatives were used to manage both chat and social support at the same time, leading to 25 percent lower average handle times, as well as higher resolution rates all while being able to multitask in the social channels when volume allows.
“When we launched our Un-carrier initiative, which frees customers from the contractual obligations that have been the standard of the wireless industry, we enabled our customers to walk away from T-Mobile at any time, for any reason. This change made the customer experience and customer loyalty even more critical for us than ever before,” said Jen Palmer, director of Knowledge Management & Social Media Service at T-Mobile. “TouchCommerce’s data-driven, analytical approach allows us to maximize opportunities in online customer engagement, and, as demonstrated by this award win, our combined team has produced excellent results.”
To learn more about the Gartner and 1to1 Media CRM Excellence Awards, please visit http://gtnr.it/1l3TqB2. For more information about T-Mobile, please visit www.t-mobile.com/. To learn more about TouchCommerce, please visit www.touchcommerce.com or booth #223 at the Gartner Customer 360 Summit.
Founded in 1999, TouchCommerce delivers results for market-leading brands with innovative online engagement solutions that enhance customer experience, increase revenue and reduce support costs while using real time customer data analytics. For more information, please visit www.touchcommerce.com.
The cloud competition for database hosts is fierce. How do you evaluate a cloud provider for your database platform? In his session at 18th Cloud Expo, Chris Presley, a Solutions Architect at Pythian, will give users a checklist of considerations when choosing a provider. Chris Presley is a Solutions Architect at Pythian. He loves order – making him a premier Microsoft SQL Server expert. Not only has he programmed and administered SQL Server, but he has also shared his expertise and passion w...
Feb. 11, 2016 04:30 PM EST
With the proliferation of both SQL and NoSQL databases, organizations can now target specific fit-for-purpose database tools for their different application needs regarding scalability, ease of use, ACID support, etc. Platform as a Service offerings make this even easier now, enabling developers to roll out their own database infrastructure in minutes with minimal management overhead. However, this same amount of flexibility also comes with the challenges of picking the right tool, on the right ...
Feb. 11, 2016 04:15 PM EST Reads: 174
SYS-CON Events announced today that FalconStor Software® Inc., a 15-year innovator of software-defined storage solutions, will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. FalconStor Software®, Inc. (NASDAQ: FALC) is a leading software-defined storage company offering a converged, hardware-agnostic, software-defined storage and data services platform. Its flagship solution FreeStor®, utilizes a horizonta...
Feb. 11, 2016 04:00 PM EST
SYS-CON Events announced today that Interoute, owner-operator of one of Europe's largest networks and a global cloud services platform, has been named “Bronze Sponsor” of SYS-CON's 18th Cloud Expo, which will take place on June 7-9, 2015 at the Javits Center in New York, New York. Interoute is the owner-operator of one of Europe's largest networks and a global cloud services platform which encompasses 12 data centers, 14 virtual data centers and 31 colocation centers, with connections to 195 ad...
Feb. 11, 2016 03:45 PM EST Reads: 405
SYS-CON Events announced today that (ISC)²® (“ISC-squared”) will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. Two leading non-profits focused on cloud and information security, (ISC)² and Cloud Security Alliance (CSA), developed the Certified Cloud Security Professional (CCSP) certification to address the increased demand for cloud security expertise due to rapid growth in cloud. Recently named “The Next...
Feb. 11, 2016 03:00 PM EST
The Art of DevOps provides a fun overview to help teams understand DevOps. Written in the style of the famous 6th century Chinese manuscript “The Art of War,” this eBook describes DevOps in the form of a mission to continuously deliver assets to the operational battlegrounds safely, securely, and quickly. It’s a fun read with valuable insights.
Feb. 11, 2016 02:45 PM EST
SYS-CON Events announced today that Alert Logic, Inc., the leading provider of Security-as-a-Service solutions for the cloud, will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. Alert Logic, Inc., provides Security-as-a-Service for on-premises, cloud, and hybrid infrastructures, delivering deep security insight and continuous protection for customers at a lower cost than traditional security solutions. Ful...
Feb. 11, 2016 02:45 PM EST Reads: 437
The Quantified Economy represents the total global addressable market (TAM) for IoT that, according to a recent IDC report, will grow to an unprecedented $1.3 trillion by 2019. With this the third wave of the Internet-global proliferation of connected devices, appliances and sensors is poised to take off in 2016. In his session at @ThingsExpo, David McLauchlan, CEO and co-founder of Buddy Platform, will discuss how the ability to access and analyze the massive volume of streaming data from mil...
Feb. 11, 2016 01:45 PM EST
Join us at Cloud Expo | @ThingsExpo 2016 – June 7-9 at the Javits Center in New York City and November 1-3 at the Santa Clara Convention Center in Santa Clara, CA – and deliver your unique message in a way that is striking and unforgettable by taking advantage of SYS-CON's unmatched high-impact, result-driven event / media packages.
Feb. 11, 2016 01:45 PM EST
SYS-CON Events announced today that Commvault, a global leader in enterprise data protection and information management, has been named “Bronze Sponsor” of SYS-CON's 18th International Cloud Expo, which will take place on June 7–9, 2016, at the Javits Center in New York City, NY, and the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. Commvault is a leading provider of data protection and information management...
Feb. 11, 2016 01:30 PM EST Reads: 435
WebSocket is effectively a persistent and fat pipe that is compatible with a standard web infrastructure; a "TCP for the Web." If you think of WebSocket in this light, there are other more hugely interesting applications of WebSocket than just simply sending data to a browser. In his session at 18th Cloud Expo, Frank Greco, Director of Technology for Kaazing Corporation, will compare other modern web connectivity methods such as HTTP/2, HTTP Streaming, Server-Sent Events and new W3C event APIs ...
Feb. 11, 2016 12:00 PM EST
With an estimated 50 billion devices connected to the Internet by 2020, several industries will begin to expand their capabilities for retaining end point data at the edge to better utilize the range of data types and sheer volume of M2M data generated by the Internet of Things. In his session at @ThingsExpo, Don DeLoach, CEO and President of Infobright, will discuss the infrastructures businesses will need to implement to handle this explosion of data by providing specific use cases for filte...
Feb. 11, 2016 12:00 PM EST Reads: 206
SYS-CON Events announced today that Pythian, a global IT services company specializing in helping companies adopt disruptive technologies to optimize revenue-generating systems, has been named “Bronze Sponsor” of SYS-CON's 18th Cloud Expo, which will take place on June 7-9, 2015 at the Javits Center in New York, New York. Founded in 1997, Pythian is a global IT services company that helps companies compete by adopting disruptive technologies such as cloud, Big Data, advanced analytics, and DevO...
Feb. 11, 2016 11:30 AM EST Reads: 244
SYS-CON Events announced today that Avere Systems, a leading provider of enterprise storage for the hybrid cloud, will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. Avere delivers a more modern architectural approach to storage that doesn’t require the overprovisioning of storage capacity to achieve performance, overspending on expensive storage media for inactive data or the overbuilding of data centers ...
Feb. 11, 2016 11:30 AM EST
In most cases, it is convenient to have some human interaction with a web (micro-)service, no matter how small it is. A traditional approach would be to create an HTTP interface, where user requests will be dispatched and HTML/CSS pages must be served. This approach is indeed very traditional for a web site, but not really convenient for a web service, which is not intended to be good looking, 24x7 up and running and UX-optimized. Instead, talking to a web service in a chat-bot mode would be muc...
Feb. 11, 2016 11:15 AM EST Reads: 281