PALO ALTO, Calif., March 28, 2011 /PRNewswire/ --
"Using Voice of the Customer to Drive Customer Engagement" is a presentation on how JetBlue Airways, ranked "Highest in Customer Satisfaction Among Low-Cost Carriers in North America" by J.D. Power and Associates, has adopted text analytics software solutions from Attensity (http://www.attensity.com) to better understand customer sentiment, improve services, and even head off issues to improve Customer Experience Management (CEM).
Thursday, March 31, 12:05 PM
Gartner 360 Customer Summit, Los Angeles
Burke Powers, manager of customer feedback at JetBlue Airways
Burke Powers enjoys over 10 years of experience in advanced analytics and reporting. At JetBlue, the role of Powers and his team is to drive the creation of a leading Voice of the Customer program to help drive long-term success. Prior to joining JetBlue, Powers led the analytics and cultural change initiatives for CRM implementation across 52 countries.
The information in customer surveys, emails, call center notes, employee notes, and social media such as blogs, forums and Twitter, is invaluable. However, this information contains vast amounts of unstructured, text-based data, making it nearly impossible to monitor, organize and analyze it all. Like other large enterprises, airlines are finding themselves awash with both structured and unstructured data from this flood of customer feedback. How are companies able to fully listen and act on the information to drive a better customer experience?
Attensity helps the world's leading brands leverage customer conversations as a business asset. Using Attensity's integrated suite of customer analytics and response applications, organizations can tap the wealth of data stored in both internal and online sources, and use that information to improve the customer experience with their brands. Attensity's award-winning Customer Experience Management (CEM) solutions are built on a massively scalable text analytics platform that enables organizations to listen, analyze, relate and act on customer conversations, no matter where they take place. From its headquarters in Palo Alto, Calif., and Kaiserslautern, Germany, Attensity is powering the customer experience strategies of companies such as Charles Schwab, Citigroup, HP, JetBlue, Lloyd's Banking Group, Siemens, Starwood Resorts, Travelocity and Whirlpool. Visit www.attensity.com and follow the company at blog.attensity.com, on Twitter @Attensity, and on facebook.com/Attensity.
Michelle de Haaff, CMO, (650) 433-1700, firstname.lastname@example.org