Big Data and Customer Interaction Analytics:
How To Create An Innovative Customer Experience

Big Data and Customer Interaction Analytics:
How To Create An Innovative Customer Experience

Sponsored by Interactive Intelligence and featuring Celent

Available On Demand
Duration 60min
Speakers
Kathy Burger
Editorial Director
Insurance & Technology
Kathy Burger
Katherine Burger is Editorial Director of Bank Systems & Technology and Insurance & Technology, brands of the InformationWeek Financial Services unit of UBM TechWeb's InformationWeek Business Technology Network. She assumed leadership of Insurance & Technology in 1991 and of Bank Systems & Technology in 2003. In addition to directing the editorial strategy of both publications, Kathy is charged with extending the brands through the creation and development of new products, editorial supplements, special publications and live and online events (including I&T's Executive Summit, BS&T's Executive Summit, and live custom events and roundtables on behalf of leading technology companies). She also oversees the brands' daily e-mail newsletters, as well as the Web sites and related online offerings for BS&T and I&T (www.banktech.com, www.insurancetech.com).
Mike Fitzgerald
Senior Analyst
Celent
Mike Fitzgerald
Mike Fitzgerald is a Senior Analyst in Celent's insurance practice and is based in Chicago, Illinois. He has specific expertise in property/casualty automation, operations management and insurance product development. Mr. Fitzgerald’s research focuses on billing, business process and operations, social media use in insurance, and distribution management. Mr. Fitzgerald brings extensive industry experience to the analyst role. Prior to joining Celent, he was Vice President of Enterprise Underwriting Solutions at Zurich North America, where he led the evaluation of technology alternatives to support a new underwriting product development process. He held a number of positions at Royal & Sun Alliance, including a field operations regional executive role. His technology implementation experience includes the installation and maintenance of billing, automobile policy administration, and workers compensation automation. In the 1990’s , Mr. Fitzgerald led an initiative which delivered one of the first global on-line technical underwriting and claims learning platforms in the industry.
Jennifer Wilson
Solutions Marketing Manager,
Interactive Intelligence
Jennifer Wilson
Jennifer is the solutions marketing manager for the Interactive Intelligence content management and insurance solutions. This concentration started with the acquisition of AcroSoft Corporation, a leading provider of insurance focused document management and workflow automation products, in May of 2009. Most recently, Jennifer has worked closely to help direct Interactive Intelligence’s product positioning for the insurance industry, ensuring that the solution suite satisfies the business needs and requirements of carriers and affiliated service providers.

Many insurers overlook the value of the data that exists in all types of interactions with policyholders, and have been hampered by a lack of tools that can help them go beyond administration system data to leverage the rich information that exists in interaction data.

New capabilities such as speech analytics and multi-channel interaction reporting can help carriers combine interaction data with administration system data to plan and implement a more valuable big data solution that enriches customer experience, improves retention and enables cross selling and up selling.

Register for this interactive webinar to discover how you can:

  • Implement big data initiatives for improving the customer experience
  • Prioritize which data is leveraged
  • Realize the value of real-time speech analytics and interaction scoring
  • Leverage data for future handling of interactions

Join Insurance & Technology, Celent, and Interactive Intelligence as they reveal the steps you can take to create an innovative – and profitable – customer experience today. Register Now.

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