Sessions By Type
End-User Case Studies
Gartner invites a number of end users to personally present leading-edge case studies and answer questions.
Sessions
Case Study: Play Catch, Not Ping Pong: How Cisco Delivers Next-Generation Support Through Social Content
15 March, 2012 (12:00 PM - 01:00 PM)
The key to providing the best support to clients—truly concierge-like service—is to have one knowledgeable point of contact stay with the customer until the issue is resolved. To achieve that, you need a way to match the right knowledge and skills with the problem at hand from the beginning. Hear how Cisco, using a cutting-edge support model, together with technology deployments, makes sure each customer finds the right engineer, right away.
Case Study: Amerigroup: How Automation and Process Consistency Can Drive a Great Customer Experience
15 March, 2012 (12:00 PM - 01:00 PM)
For Amerigroup, a Fortune 500 company specializing in managed care, high-performance customer care operations are mission-critical. When they found that their customer care related processes were burdened by multiple isolated systems and complex workflows that drove up operating costs and hampered growth, innovation and consistent customer service, they knew that they had to find a solution. Hear how Amerigroup achieved a new level of service excellence and double-digit improvements in efficiency.
Case Study: Leveraging Social CRM to Drive Customer Satisfaction, Retention and Advocacy
15 March, 2012 (12:00 PM - 01:00 PM)
Learn how best-in-class companies like Kraft Foods, Marriott, Macmillan, AAA and others are using Social CRM tools and processes to drive customer satisfaction, retention and advocacy. Understand the key people/process/technology challenges these companies faced, and how they were addressed. Hear directly from one of these best-in-class companies who will tell their Social CRM story.
Case Studies: Improving Sales Effectiveness Through Social CRM
15 March, 2012 (12:00 PM - 01:00 PM)
With the explosion of social media and technologies, tremendous opportunities exist for collaboration to help salespeople perform more effectively. Attend this session to learn how two best-in-class companies achieved business benefit from leveraging social CRM with their sales force. Case studies will encompass the entire project life cycle, from setting requirements to deployment.
Case Studies: Improving Customer Insight with Predictive Analytics
15 March, 2012 (12:00 PM - 01:00 PM)
Predictive Analytics is a typical starting point for organizations investing in advanced analytics for customer understanding. Attend this session to learn how a consumer oriented company in a highly competitive industry is using predictive analytics to drive business success.
Case Study: Proactive Service for an Outstanding Customer Experience
16 March, 2012 (10:15 AM - 11:15 AM)
Liberty Mutual is committed to providing the best possible customer experience in a dynamic and highly challenging industry. To meet this commitment, Liberty focuses on anticipating customer needs and being proactive to deliver an excellent experience in real time – even in conditions as challenging as Hurricane Irene. Hear how the organization is unearthing and reacting to customer insights, while driving improved efficiency, revenue generation, compliance, customer retention, and employee satisfaction.
Case Study: Measuring Value for Sales Force Automation
16 March, 2012 (10:15 AM - 11:15 AM)
Despite billions of dollars invested in sales force automation, very few sales organizations measure or demonstrate positive return on investments. Attend this session to learn how two best-in-class companies achieved business benefit from their sales force automation projects. Case studies will encompass the entire project life cycle, from requirements setting to deployment.
