TMCnet Customer Experience Management Week in Review

If you were unable to keep up with all of the news reported here on the TMCnet Customer Experience Management channel throughout this week, it may have been because you were among the many who attended TMC’s ITEXPO (News - Alert) West 2011 that was held Tuesday through Thursday in Austin, Texas.

As you probably noticed, customer experience management was on the minds of a lot of folks who had the opportunity to be among the industry’s most knowledgeable at ITEXPO West 2011. In fact, we learned in a report  from TMCnet Contributing Editor Mini Swamy that the Vice President of Customer Experience at  Vovici (a Verint (News - Alert) Systems company), Nancy Porte, was a contributor to a session called “Hearing the Voice of the Customer Leads to Songs of Success.” Porte’s insight was to come from the company’s experience with its Voice of the Customer program.

On the same front, we learned from TMCnet’s Web Editor Jamie Epstein that another session, actually a panel session, took place on Wednesday during ITEXPO West 2011 that was called “Creating Community, Creating Customers for Life.” Epstein reported that among the panelist at the session was Mike Merriman who is the director of strategic services at Mzinga (News - Alert), which provides social intelligence solutions, services and analytics to business operations. Merriman was to lend his expertise on best practices in leveraging a social customer experience strategy to the panel discussion.

A development we learned about this week on the product side of customer experience management was that Charles Schwab Corporation says it will be providing “CRM-based integration solutions for independent registered investment advisors (RIAs).” According to the report   from TMCnet Contributing Editor Tracey Schelmetic, the company will offer OpenView Gateway (News - Alert), which is its open-architecture platform, to its investment advisors so that data can be better exchanged between their CRM systems and Schwab.

Another company in the financial services industry that is getting help with data challenges is Misys, which provides application software and services to the financial services industry. According to a report from TMCnet Contributing Editor Rahul Arora, Misys was helped by Informatica Cloud from Informatica Corporation in integrating data from Sophis, a company Misys recently acquired, into its own CRM platform. The report said this was accomplished in two days. The company’s General Manager, Ron Papas, was quoted in the article as saying that the cloud solution helped ensure that “data that would otherwise be scattered across the business is accurate, complete and up-to-date."

And customer experience management services were not neglected in TMCnet Customer Experience Management channel reporting this week either. TMCnet Contributing Editor Deepika Mala reported that the Compuware (News - Alert) Arena, where the OHL Plymouth Whalers play, is going to be offering new services to it fans and learning more about them from is new data collection technology. The report said the Arena has chosen a ticketing solution from Vertix that it will use to gather data from all of Arena-related purchases and “use this information to better market to fans.” Vertix is a provider of paperless ticketing, event marketing and relationship management technology. Mala’s report said that with the Vertix solution, Compuware Arena will now have a platform for “customer retention programs, client relationship management and more effective marketing programs.”