News Feed Item
TouchCommerce Customer T-Mobile Wins a Gartner & 1to1 Media CRM Excellence Award for Customer Analytics
|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
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
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
“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
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.
Connect with TouchCommerce on Twitter
(@touchcommerce) and LinkedIn.
*Quote source: Gartner
and 1to1 Media Announce Winners of the 2014 Gartner & 1to1 Media CRM
Video experiences should be unique and exciting! But that doesn’t mean you need to patch all the pieces yourself.
Users demand rich and engaging experiences and new ways to connect with you. But creating robust video applications at scale can be complicated, time-consuming and expensive. In his session at @ThingsExpo, Zohar Babin, Vice President of Platform, Ecosystem and Community at Kaltura, discussed how VPaaS enables you to move fast, creating scalable video experiences that reach your aud...
Dec. 10, 2016 01:00 PM EST Reads: 368
Regulatory requirements exist to promote the controlled sharing of information, while protecting the privacy and/or security of the information. Regulations for each type of information have their own set of rules, policies, and guidelines. Cloud Service Providers (CSP) are faced with increasing demand for services at decreasing prices. Demonstrating and maintaining compliance with regulations is a nontrivial task and doing so against numerous sets of regulatory requirements can be daunting task...
Dec. 10, 2016 01:00 PM EST Reads: 1,230
SYS-CON Events announced today that Fusion, a leading provider of cloud services, will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY.
Fusion, a leading provider of integrated cloud solutions to small, medium and large businesses, is the industry’s single source for the cloud. Fusion’s advanced, proprietary cloud service platform enables the integration of leading edge solutions in the cloud, including clou...
Dec. 10, 2016 01:00 PM EST Reads: 602
With major technology companies and startups seriously embracing IoT strategies, now is the perfect time to attend @ThingsExpo 2016 in New York. Learn what is going on, contribute to the discussions, and ensure that your enterprise is as "IoT-Ready" as it can be! Internet of @ThingsExpo, taking place June 6-8, 2017, at the Javits Center in New York City, New York, is co-located with 20th Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading industry p...
Dec. 10, 2016 12:45 PM EST Reads: 2,132
@DevOpsSummit at Cloud taking place June 6-8, 2017, at Javits Center, New York City, is co-located with the 20th International Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading industry players in the world. The widespread success of cloud computing is driving the DevOps revolution in enterprise IT. Now as never before, development teams must communicate and collaborate in a dynamic, 24/7/365 environment. There is no time to wait for long developm...
Dec. 10, 2016 12:30 PM EST Reads: 1,964
In his keynote at 18th Cloud Expo, Andrew Keys, Co-Founder of ConsenSys Enterprise, provided an overview of the evolution of the Internet and the Database and the future of their combination – the Blockchain.
Andrew Keys is Co-Founder of ConsenSys Enterprise. He comes to ConsenSys Enterprise with capital markets, technology and entrepreneurial experience. Previously, he worked for UBS investment bank in equities analysis. Later, he was responsible for the creation and distribution of life sett...
Dec. 10, 2016 12:15 PM EST Reads: 7,459
Get deep visibility into the performance of your databases and expert advice for performance optimization and tuning. You can't get application performance without database performance. Give everyone on the team a comprehensive view of how every aspect of the system affects performance across SQL database operations, host server and OS, virtualization resources and storage I/O. Quickly find bottlenecks and troubleshoot complex problems.
Dec. 10, 2016 12:15 PM EST Reads: 2,279
DevOps is being widely accepted (if not fully adopted) as essential in enterprise IT. But as Enterprise DevOps gains maturity, expands scope, and increases velocity, the need for data-driven decisions across teams becomes more acute. DevOps teams in any modern business must wrangle the ‘digital exhaust’ from the delivery toolchain, "pervasive" and "cognitive" computing, APIs and services, mobile devices and applications, the Internet of Things, and now even blockchain.
In this power panel at @...
Dec. 10, 2016 12:00 PM EST Reads: 1,080
The 20th International Cloud Expo has announced that its Call for Papers is open. Cloud Expo, to be held June 6-8, 2017, at the Javits Center in New York City, brings together Cloud Computing, Big Data, Internet of Things, DevOps, Containers, Microservices and WebRTC to one location.
With cloud computing driving a higher percentage of enterprise IT budgets every year, it becomes increasingly important to plant your flag in this fast-expanding business opportunity. Submit your speaking proposal ...
Dec. 10, 2016 12:00 PM EST Reads: 2,398
20th Cloud Expo, taking place June 6-8, 2017, at the Javits Center in New York City, NY, will feature technical sessions from a rock star conference faculty and the leading industry players in the world.
Cloud computing is now being embraced by a majority of enterprises of all sizes. Yesterday's debate about public vs. private has transformed into the reality of hybrid cloud: a recent survey shows that 74% of enterprises have a hybrid cloud strategy.
Dec. 10, 2016 12:00 PM EST Reads: 2,406
"MathFreeOn.com is a line coding platform for engineers and scientists. When they want to solve an engineering problem and they have to use software - they have to pay a lot of money for licenses - but with MathFreeOn you don't have to pay a lot of money. Just go to our site and write the code and you can check the result right away," explained Simon Lee, CMO of MathFreeOn, in this SYS-CON.tv interview at 19th Cloud Expo, held November 1-3, 2016, at the Santa Clara Convention Center in Santa Cla...
Dec. 10, 2016 12:00 PM EST Reads: 481
SYS-CON Events announced today that Dataloop.IO, an innovator in cloud IT-monitoring whose products help organizations save time and money, has been named “Bronze Sponsor” of SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Dataloop.IO is an emerging software company on the cutting edge of major IT-infrastructure trends including cloud computing and microservices. The company, founded in the UK but now based in San Fran...
Dec. 10, 2016 12:00 PM EST Reads: 772
20th Cloud Expo, taking place June 6-8, 2017, at the Javits Center in New York City, NY, will feature technical sessions from a rock star conference faculty and the leading industry players in the world. Cloud computing is now being embraced by a majority of enterprises of all sizes. Yesterday's debate about public vs. private has transformed into the reality of hybrid cloud: a recent survey shows that 74% of enterprises have a hybrid cloud strategy.
Dec. 10, 2016 11:30 AM EST Reads: 2,021
In his session at Cloud Expo, Robert Cohen, an economist and senior fellow at the Economic Strategy Institute, provideed economic scenarios that describe how the rapid adoption of software-defined everything including cloud services, SDDC and open networking will change GDP, industry growth, productivity and jobs. This session also included a drill down for several industries such as finance, social media, cloud service providers and pharmaceuticals.
Dec. 10, 2016 11:00 AM EST Reads: 671
The many IoT deployments around the world are busy integrating smart devices and sensors into their enterprise IT infrastructures. Yet all of this technology – and there are an amazing number of choices – is of no use without the software to gather, communicate, and analyze the new data flows. Without software, there is no IT.
In this power panel at @ThingsExpo, moderated by Conference Chair Roger Strukhoff, Dave McCarthy, Director of Products at Bsquare Corporation; Alan Williamson, Principal...
Dec. 10, 2016 11:00 AM EST Reads: 697