Presented By: Donna Fluss, Founder & President of DMG Consulting; Guy Jones, Founder & President, Island Data Corporation; Greg Snyder, Customer Feedback Manager, Microsoft
On Demand
This webcast focuses on how best to use and exploit all of the customer feedback and insights your customers share with you in their online communications – both structured and unstructured data including direct feedback, emails, surveys, etc. Hear from Microsoft how it uses customer insight analytics software tools to proactively identify and address operational, product, and PR issues, identify new revenue opportunities and reduce expenses.
During this webcast, this team of market innovators discuss:
--How to automate customer feedback collection, precisely analyze text verbatim, and generate in-depth and timely reports on the critical business issues that impact your business.
--Why and how real-time feedback analysis gives companies a competitive advantage.
--Best practices to enable your organization to dramatically improve its handling and responsiveness to online communications and how they identify to customer needs and wants.
About the Presenters:
Donna Fluss - Ms. Fluss is the founder and President of DMG Consulting LLC, a firm specializing in customer-focused business strategy, operations, and technology services. Ms. Fluss is a recognized thought leader and innovator in CRM, contact center and real-time analytics. She is the author of The Real-Time Contact Center and many leading industry Reports, including the Contact Center Performance Management Market Report, the Speech Analytics Market Report, and the Contact Center Surveying and Analytics Report.
Guy Jones - Mr. Jones founded Island Data in 1995. His vision was to develop software that helped companies maximize the value of customer communications. He assembled a core team and built one of the earliest email auto-response software programs that delivered automated, personalized and relevant answers to customer inquiries. The award-winning software was one of the first ASP-delivered applications. Mr. Jones is responsible for the Company’s strategic direction and product management. Prior to founding Island Data, he directed client service operations for Storage Dimensions and Mouse Systems. He attended the University of Central Florida and majored in Electrical Engineering.
Greg Snyder - Mr. Snyder has spent the last four years with Microsoft leading the company’s customer feedback initiative from the consumer perspective. He is responsible for monitoring and reporting on consumer feedback across the organization. Prior to Microsoft, he worked for Disney in various roles for 10 years. Most recently, Mr. Snyder headed all operations for the Downtown Disney business. Mr. Snyder began his career as a business consultant with Arthur Anderson where he managed ERP and business processes.