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Binding People, Process, Information and Systems to Improve the Customer Experience with Operational Intelligence

Thursday, September 17, 2009 2:00 PM EDT / 11:00 AM PDT
Current business intelligence approaches or business activity monitoring (BAM) systems are falling short of the mark of today’s demanding business environments. Data provided by these systems are typically limited in context and recency and do not provide guidance for actions to take when there is a threshold violation. When it is no longer acceptable to add resources to an environment that is only 70% optimized, organizations need to look elsewhere to find the ways in which they can optimize operations in order to improve the customer experience. Operational Intelligence is the key. Richard Snow, VP & Research Director for Customer & Contact Center Management at Ventana Research, will discuss how to use Operational Intelligence to improve the customer experience. Stuart Granger, VP of Performance Management and Analytics, and Jeff Woodland from the Product Marketing team at Genesys will further discuss how customers have applied Operational Intelligence to not only make a difference in their customers’ experience, but also how they were able to leverage the operational intelligence to further optimize their operations.

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Richard Snow
VP & Research Director, Customer & Contact Center Management, Ventana Research

Richard leads Ventana Research’s Contact Center Performance Management research practice, which is dedicated to helping organizations improve the efficiency and effectiveness of multichannel contact centers. He conducts research exploring the people and process issues behind customer operations management, the new customer interaction technologies now available to support customer interaction management, ways in which companies are reviewing their strategies for customer relationship management (CRM) and the emergence of its second generation. He also works with senior business operations and IT managers to ensure that companies get the best performance from today’s highly complex application products.

Richard has more than 25 years experience working in the IT services industry, including service with eLoyalty, Price Waterhouse, Sema Group and Valoris. In his work, he has been involved with all aspects of delivering highly complex IT solutions to a variety of clients in the telecommunications, financial services and public sectors. Richard has specialized in delivering customer care and billing solutions for telecommunications operators, and delivering several multi-channel customer contact centers for organizations in both the public and private sectors.


Jeff Woodland
Sr. Manager of Product Marketing, Genesys Telecommunications

Jeff Woodland, Sr. Product Marketing Manager at Genesys, currently oversees Operational Performance Management solutions, including Interactive Insights and Info Mart. He has over 12 years of marketing experience including seven years at Business Objects in various product marketing and financial analysis roles.


Stuart Granger
Vice President, Performance Management & Analytics

Stuart Granger manages a key growth area for Genesys, the suite of operational performance management software used to understand, optimize, and align customer service operations to business strategy. Stuart was the CEO of Informiam, which was acquired by Genesys in 2007 and was rebranded as Genesys Advisor Products.

Prior to Informiam, Mr. Granger served as the Vice President of Operations and Technology for the European Division of S1 Corporation. A veteran of the technology industry, Stuart’s experience includes positions as Executive Vice President and CIO for Security First Technologies and senior technology roles with IBM, Lotus Development Corporation and Financial Software, Inc. Mr. Granger holds a B.A. in Management Information Systems from Georgia Southern University and an M.B.A. from the Executive MBA program at Georgia State University.


Stefania Viscusi
Editor, TMCnet - Moderator

Stefania Viscusi is an established writer and avid reader. She is a 2005 graduate of Albertus Magnus College, Magna Cum Laude. She currently holds a Bachelor’s degree in English and a Bachelor’s degree in Communications. Stefania has had four of her poems published by “Breakwater” (an Albertus-run literary magazine) and completed a successful internship with the Connecticut Trust for Historic Preservation as a Public Relations Specialist.


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