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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
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