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Andrew Reise Consulting
Andrew Reise Consulting is a leading provider of Customer Experience (CX) solutions and is committed to helping clients align their product and service delivery experience with the needs, wants and expectations of their customers. We work with clients to build customer experience strategies tailored to enhance the full customer lifecycle. Our strategy development offering is built on decades of experience working with Fortune 1000 companies across industries to grow broader, deeper and longer customer relationships. Our CX solutions include:
• CX Strategy
• Customer Insights and Research
• Journey Mapping and Persona Development
• CX Implementation and Measurement
For more information, visit www.AndrewReise.com
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Beyond Feedback
Beyond Feedback designs comprehensive customer feedback solutions for businesses that market to other businesses. Their actionable, business-relevant approach goes beyond merely collecting customer data and reporting statistics. Beyond Feedback helps clients move to action by: deploying interactive dashboards, linking customer feedback to company financials, prioritizing customer experience improvement plans, and embedding customer growth strategies into day-to-day operations. Companies that work with Beyond Feedback realize the tangible business benefits of listening to and acting on the feedback of their customers.
For more information, visit www.beyondfeedback.com
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Beyond the Arc.
Beyond the Arc helps clients identify what matters to their customers and communicate with those customers more effectively, driving stronger relationships and increased loyalty.
We specialize in helping financial services companies understand and improve their customers' experience, particularly through organizational change like mergers, when relationships are most vulnerable.
Our industry-leading analytics practice works with our clients to capture actionable customer insights across traditional and emerging channels – from branches, phone, ATMs, letters, and email, to mobile banking and social media. Our strategic communications practice complements our analytics work by ensuring consistency and customer focus across all customer touch points.
Clients have gained both immediate and long-term value by working with us – and Forrester Research recently recognized Beyond the Arc as one of the 15 consulting firms that have the capabilities to help companies transform their customer experience.
For more information, visit www.beyondthearc.com
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Clarabridge
Clarabridge helps hundreds of the world's leading brands understand and improve their customer experience. Using advanced text analytics, Clarabridge transforms survey, social, voice and all other forms of customer feedback into intelligence used to empower confident, decisive action across the business. The result: happier customers.
For more information, visit www.clarabridge.com or on Twitter: @clarabridge.
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ClearAction
ClearAction specializes in actionability and cross-functional actioning of customer experience insights. We are trailblazers in CX ROI Enablement, which centers employee engagement, and centers the way you run your business, on what matters most to your customers, minimizing remedial expenses and creating value that customers will reward with sustained growth. We've created many firsts worldwide: CXPA-authorized online CCXP prep course; global B2B CXM best practices study; and CX ROI building-blocks model, maturity assessment, and enablement playbooks for starting, expanding, and energizing CX ROI.
- Customer-centered cross-functional strategy, culture, adoption, improvement, and accountability
- CX metrics, dashboards, recognition, and innovation that empower and motivate teams
- Customer expectation-sets segmentation and personas actionable by all functions
For more information on the company, visit: http://ClearActionCX.com
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Clearworks
At Clearworks, our core strength is our customer-focused discipline. Through customer and user research of all kinds, we help you listen to and observe customers and use those insights to build products & experiences that are relevant and compelling. We engage with customers using interactive techniques that get customers interacting and talking in new ways to uncover what you don't know you don't know. Our team develops and facilitates custom workshops, customer summits, ideation sessions, customer experience design, and journey mapping. Since 2002, Clearworks has been helping large and small companies in a diverse range of industries on projects around the world. Read our story, meet our team and learn about what we do at www.clearworks.net.
For more information on the company, visit www.clearworks.net.
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Clientship
We are an international advisory firm team devoted to strategize our clients in their main customer related challenges:
- Brand Experience: Brands are like living entities that need to be nurtured and stay continuously aligned with the company's strategy, markets, competitors and client trends. We support these evolution efforts with our recognized 5-stages methodology.
- Style Architecture: Clientship has designed many specific customer experience models to generate differentiation and outperform competitors in any industry. It's what we call "Style", the genuine and homogeneous way in which the company will treat its different types of customers across all channels.
- Customer Experience Transformation: How will the whole organization interiorize and live this new model? We foster cultural transformation inside large companies with specific methodologies that allow the adoption of a customer experience orientation across all levels of the organization, and we measure its effect using the leading edge technology of our partner InMoment.
- Digital Transformation: Finally, we co-create genuine new value with our clients by building Digital Evolution Roadmaps that bridge the past success with the future challenges and opportunities that Internet has arised in any industry Worldwide.
Clientship has offices in Spain, Panama, Peru, Guatemala, Chile, Argentina, Colombia and Mexico. We work for some of the leading global players in key industries, such as retail banking, telecommunications, healthcare, hospitality and grocery. Our team members come from diverse backgrounds, which allows us to tackle our customer's challenges from different points of view. Our aim is to help our customers to consolidate and increase their leadership and differentiate themselves from any follower or imitator.
For more information please visit: www.clientship.com
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Confirmit
Confirmit enables organizations to develop and implement Voice of the Customer, Employee Engagement and Market Research programs that deliver insight and drive business change. Confirmit's clients create multi-channel, multi-lingual feedback and research programs that engage customers, empower employees, deliver a compelling respondent experience, and provide high Return on Investment.
Confirmit's customer engagement model provides the power to listen to the Voice of the Customer, integrate it with financial and operational data to generate powerful insight, and take action that will deliver effective business change and create competitive advantage. Confirmit is headquartered in Oslo, with offices around the world.
For more information, visit www.confirmit.com
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eDigitalResearch
eDigitalResearch is the leading provider of SaaS Voice of the Customer programmes & empower businesses to make critical decisions through customer insight. By combining our proprietary technology with focused insight and thought leadership, we're able to provide a truly unique solution – from real-time closed-loop customer feedback to Panels and Communities.
At eDigitalResearch, we believe it is crucial that technology and research expertise work and develop and-in-hand to keep ahead of the evolving needs of our clients. Only in this way can we maintain our leading position, reputation and track record of growth that we have enjoyed since we pioneered digital customer insight in 1999.
For more information, visit www.edigitalresearch.com
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EMC Corporation
EMC Corporation (NYSE: EMC) is the world's leading developer and provider of information infrastructure technology and solutions that enable organizations of all sizes to transform the way they compete and create value from their information.
For more information, visit www.emc.com
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Foresee
ForeSee, an Answers solution, continuously measures satisfaction with the customer experience across multiple touch points and delivers critical insights on where to prioritize improvements for maximum impact. ForeSee delivers superior technology and proven methodology to connect the customer experience to the bottom line. This enables executives and managers to drive future success by confidently optimizing the efforts that will achieve business and brand objectives. Visit us at www.foresee.com
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Genesys
Bad Service is the #1 Cause of Disloyalty. Social media and mobility are radically changing how we live and communicate. The way consumers experience your brand is changing as well. Yesterday's customer service solutions won't meet the demands of today's digital consumers, who increasingly control the conversation.
The customer experience you deliver has never been more strategic to your business. Companies that don't get it right won't survive this new reality. Those who do have a tremendous opportunity to provide the fast, simple, satisfying brand experience today's consumers expect. An experience that leads to increased sales, greater loyalty, and stronger connections with your customers.
Genesys customer experience platform and solutions help companies engage effortlessly with their customers, across all touchpoints, channels and interactions to deliver differentiated customer journeys, while maximizing revenue and loyalty.
For more information, please visit http://www.genesys.com/.
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GeoFluent
One of the biggest opportunities for contact centers and BPOs is language: Engaging with customers in their preferred language and channels directly impacts CX.
Imagine being able to enable omni-lingual capabilities across the omni-channel using existing contact center communications platforms and without hiring new agents, opening new contact centers or being limited to voice-only over-the-phone interpretation services.
That’s what the GeoFluent real-time translation solution delivers. It helps contact centers better engage with consumers – regardless of language – by:
- Delivering multilingual capabilities across the omni-channel;
- With patented technology delivering the highest levels of translation quality;
- Integrating with leading contact center communications platforms;
- And delivering better CX at a lower cost
Visit www.geofluent.com for more information.
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Hyland Software
Hyland Software's mission is to enable organizations to operate more efficiently and effectively. For more than 20 years, Hyland Software has been dedicated to meeting organizations' needs for document and process management with OnBase, an enterprise content management (ECM) solution suite. As OnBase has evolved through consistent product innovation, it remains focused on automating business processes that depend on documents, content and people to operate more effectively.
Today more than 10,700 organizations, across six markets are using OnBase to become more efficient. Our customer service model focuses on providing superior support as well as making sure organizations are empowered to grow their solution their way. Employees at Hyland go above and beyond to ensure that customers not only have the best ECM solution, but also the best service to gain the most from their solution.
Our Industry experts help our customers in government, healthcare, higher education, commercial, insurance and financial services to streamline business processes, reduce operating costs and eliminate the time, cost and security issues associated with physical documents.
For more information about Hyland Software and our OnBase solution, please visitwww.hyland.com.
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ICC
Running a successful retail chain is no easy task. Without the proper intelligence and customer feedback, it is near impossible.
That's what ICC/Decision Services exists to provide.
When we can help you become successful, we become more successful. This creates a positive loop that has built ICC/Decision Services into a premier provider of Mystery Shopper, Customer Survey and Compliance Auditing programs.
ICC/Decision Services is a privately held company headquartered in New York City serving customers around the world. We offer more than 35 years of hands-on experience designing and executing highly successful Customer Experience Management programs.
Together our management team has more than a century of expertise developing creative solutions for some of the world's leading retail brands in many of the largest retail vertical markets.
With experience, customized tools, and a passion for your success, we partner with you to drive growth and get results.
For more information, visit www.iccds.com
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InMoment
InMoment is a cloud-based customer experience (CX) optimization platform that gives companies the ability to listen to and engage with their customers to improve business results through better experiences. Through its Experience Hub™, InMoment provides Voice of Customer (VoC), Social Reviews & Advocacy, and Employee Engagement technology, as well as strategic guidance and tactical instruction, support, and services, to 350 brands across 25 industries in 128 countries. The company is the leading VoC vendor for the food services, retail, and contact center industries, with deep domain expertise in B2B, healthcare, hospitality, and numerous others.
For more information please visit www.inmoment.com
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Intradiem
Intradiem is the leader in intraday automation solutions for multi-channel contact centers. Intradiem's Intraday Automation tool empowers customer service organizations to create extraordinary customer experiences by optimizing the workday. With automated workforce adjustments, we make sure people on the floor, in the call center and behind the counter can effectively respond to any situation. Capturing these real-time opportunities throughout the day prompts productivity and a new level of customer confidence.
Intradiem empowers an immediate and consistent response to unpredictable events and changing conditions, resulting in labor savings, improved employee performance and a better overall customer experience. More than 450,000 contact center, field service, retail, bank branch, and back office employees around the world use Intradiem's solution every day.
Solutions include:
- Intraday task management
- Real-time Adherence
- Intraday staffing
- Reskilling
- Channel Balancing
- Alert & Notifications
For more information please visit www.intradiem.com
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Ipsos Loyalty
Ipsos Loyalty is a global, specialized practice dedicated to helping companies improve business performance through customer satisfaction management, customer relationship management, and employee climate management. Ipsos Loyalty provides a state-of-the-art approach to customer-driven business performance through a modular suite of innovative research tools that provides an integrated framework to identify complex global business solutions. Ipsos Loyalty is an Ipsos company, a leading global survey-based market research group.
For more information, visit www.ipsosna.com/loyalty
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Martiz CX
MaritzCX™ believes organizations should be able to see, sense and act on the experiences and desires of every customer, at every touch point, as it happens. The company helps organizations increase customer retention, conversion and lifetime value by embedding customer experience intelligence and action systems into the DNA of business operations. Ultimately, we want to be your preferred customer experience outcomes partner.
The company specializes in solutions for key industries, including automotive, financial services, technology, B2B, healthcare, retail, and many more. MaritzCX is the combination of the Allegiance award-winning CX platform and Maritz Research strategic consulting services. http://www.maritzcx.com
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The Mars Agency
The Mars Agency creates Unifying Ideas(STM) that drive profitable, sustainable growth for brands and retailers. Proudly independent and woman-owned for more than 42 years, this global shopper marketing agency is both respected and retained by Fortune 500 clients for its ability to build customer experience solutions that are brand inspired, shopper focused and retail activated.
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Medallia
Medallia partners with Global 2000 companies to deliver better customer experiences and increased loyalty. We fundamentally believe that Enterprise Feedback technology that is easily understood and widely adopted drives action and measurable business results. This belief has driven us to build the most intuitive Customer Experience Management platform on the market.
Medallia's complete solution manages sampling, data collection, analysis and reporting. It captures customer feedback from structured and unstructured channels and presents it in one, simple interface. Integrated tools make it easy for frontline staff to follow-up with customers, strengthen relationships and generate more business. Reporting can be fully customized to user preferences, and produced with patent-protected speed.
We walk our Customer Engagement talk. Our industry expertise and obsession with client service results in a 98% renewal rate with customers across financial services, retail, high-tech, B2B and hospitality. Medallia is headquartered in Silicon Valley.
For more information, visit www.medallia.com
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PeopleMetrics
PeopleMetrics is a customer experience management (CEM) company that helps improve the entire customer journey—from their time as a prospect through their lifetime as a customer.
We offer software and services that help companies spend less time analyzing their customer experience, and more time working to improve it. Rather than simply providing data, we focus on turning customer feedback into actionable insights, online and offline.
Our expertise and history in successful customer experience design and implementation is central to the value we provide to every client. We treat clients as partners, not numbers. We offer tailored packages of software and consulting services to help them transform into customer-centric organizations. For more information, visit us at www.peoplemetrics.com.
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PeriscopeIQ
PeriscopeIQ is a provider of advanced web-based solutions that transform customer experience and employee feedback into actionable insight through its powerful on-demand analytical engine and fully customizable Voice of the Customer (VOC) and Voice of the Employee (VOE) solutions. Applying science and strategy, PeriscopeIQ uncovers customer and employee insights via a flexible delivery model. The company also partners with leading enterprises and associations to combine predictive analytics and time-tested business insights to deliver proprietary solutions with unparalleled analytical reporting capabilities. The PeriscopeIQ platform and methodology have been adopted by Fortune 500 companies and global organizations, including: Fossil, Boston Scientific, Haliburton, Kohl's, Project Management Institute, Seagate Technology, Unilever, The Wharton School, The World Bank, and The World Health Organization.
Founded in 1999, PeriscopeIQ is a privately held company headquartered in Coopersburg, PA.
For more information on the company, visit: www.PeriscopeIQ.com.
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Praxis
Praxis Customer Engagement, is a Chilean based Customer Experience Consulting firm.
For the last 15 years Praxis, have become a leader in the chilean market by offering a portfolio of different consulting services such as; VoC programs, CX models, Customer Journey Mapping and CX metrics tracking mainly.
Since 2002, Praxis conduces a survey called ProCalidad that measures customer satisfaction (similar to ACSI) index of 30.000 customers with more tan 100 companies.
The Consultants of Praxis have a high focus on customer experience metrics, VoC programs and customer journey redesign.
The headquarters of Praxis are in Santiago de Chile, but can reach clients and services all over South America.
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Qualtrics
Qualtrics is the world's leading customer experience management platform. More than 8,000 organizations worldwide, including 60% of the Fortune 100, rely on Qualtrics' technology to collect, analyze and act on customer, employee, and market insights to improve their customer experience.
Learn more at www.qualtrics.com.
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Rant & Rave
Rant & Rave provides customer engagement solutions with a difference. Created with the belief that fundamentally brands and consumers want the same thing – to deliver and receive great service – half of the FTSE rely on the Rant & Rave platform to proactively communicate with and gather fast feedback from their customers. By reducing customer effort and taking real-time inspired action, brands are able to transform Ranters into Ravers and happy customers into engaged Ravers – lifelong advocates.
Benefits clients get from using the Rant & Rave Platform…
- 35% response rates and better quality insight
- 21% increase in customer metrics (NPS, C-SAT, Effort)
- 36% reduction in complaints (reduces regulatory fines)
- £1millions saved and generated
- Drive down cost-to-serve
For more information, visit www.rantandrave.com
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ResponseTek
ResponseTek is in the software business, delivering on-demand customer experience management (CEM) software and solutions to help companies continually improve the quality and consistency of the delivered customer experience.
ResponseTek customer experience management (CEM) products help you listen to your customers in real-time, and provide you award-winning business intelligence, reporting and workflow tools, to close the gap between your brand promise and customer service delivery. We create groundbreaking CEM solutions for Global 1000 corporations, transforming the voice of the customer into actionable business intelligence. The goal? To improve customer experiences, and improve your business.
For more information, visit www.responsetek.com
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Singlestone
Founded in 1997, SingleStone specializes in Customer Experience (CX) solutions spanning strategy, culture, process, and technology. SingleStone provides a full complement of expertise to design and implement delightful customer experiences through the full customer lifecycle and across all channels.
Our CX strategy consulting is grounded in real-world implementation experience, a pragmatic ingredient that promotes more measurable and sustainable outcomes. SingleStone's solutions drive improved customer attraction and retention, and ultimately top and bottom-line business growth.
- Strategy: Outside-in view provides right focus on the end customer and a practical context for organizational transformation and technology solutions.
- Culture: OD & Change Management consultants design a change process including communication, training, and rewards.
- Process Excellence: Reduces complexity built up over time to simplify and improve the customers' experience.
- Technology: Examples include agile development of web or mobile apps, implementation of CRM or CMS platforms, DevOps in cloud. Also helps resolve problems with legacy systems that impede customer experience.
For more information, visit www.singlestoneconsulting.com/
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Strativity
The people at Strativity are united by passion and guided by a proprietary integrated methodology to unleash exceptional performance with employees and customers. With experience at leading organizations such as Bain, Deloitte, EY, Ipsos, Bulgari and HP, Strativity brings world-class experience combined with a focus on measurable results.
In our 14 years we have completed over 175 Customer Experience transformation projects for global brands, enhancing over 400 million customer relationships and empowering over 700,000 employees around the world.
We measure success by a single word – Execution.
For more information please visit www.strativity.com
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The Service Profit Chain Institute
The Service Profit Chain Institute was founded by Joe Wheeler and Professors James Heskett and W. Earl Sasser of the Harvard Business School. We are dedicated to helping organizations create sustainable competitive advantage by improving the linkage between employees, customers and profits. Our latest book, The Ownership Quotient, provides new insights into the proven practices of Service Profit Chain Leaders.
Our capabilities include:
Consulting Services:
Projects focused on specific elements of the Service Profit Chain, ranging from re-design of the customer experience to implementing the entire Service Profit Chain Management System™.
Executive Alignment:
A customized approach, working with executive teams interested in understanding the financial impact of implementing the Service Profit Chain concepts and what is required to execute the system.
Products and Programs:
Training programs and management tools designed to enable managers and employees to apply the practices and approaches to achieve breakthrough results.
Visit us a www.serviceprofitchain.com, email at info@serviceprofitchain.com or call 1-877-777-0455 for more information.
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Universal Mind, Inc.
Universal Mind is a digital solutions agency — a new breed of agency that fuses the design capabilities of an interactive agency with the deep technical expertise of a systems integrator.
We specialize in designing and developing custom software solutions for Fortune 500 companies and forward-thinking brands to create an exceptional customer experience.
Creating rich Internet applications for our clients since 2003, we are recognized experts at designing and developing engaging experiences for your customers no matter what digital touchpoint they use. Experiences that run deep through your enterprise, strengthening relationships with customers, reducing operating costs, and opening new revenue streams.
We've done it for many of the world's leading enterprises. We can do it for you.
For more information, visit www.universalmind.com
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Utopia Image
In Japanese Kaizen philosophy, creating a culture of continuous improvements is key to increasing the quality, productivity and efficiency of business processes. This guiding concept is used to drastically enhance the quality of customer experiences for our partners. Utopia Image is a multidisciplinary agency that specializes in crafting experiences that help our partners develop quality long term relationships with their audience, achieve operational efficiencies, and create market impact. Our range of services include professional services + consulting, customer experience management and outsourcing.
Our strategic partnership starts by consolidating all of our partner's scattered data under our web based business intelligence platform to transform static data into a constant flow of real-time actionable data that enables decisions to be taken at the right time by the right person. Once accomplished, crafting great experiences across our partner's organization becomes a reality.
We craft experiences without the operational, technological & financial burden.
For more information, visit www.utopiaimage.com
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Vocalabs
Vocalabs specializes in building effective customer feedback programs designed to measurably improve the customer experience. Offering a turnkey, hosted VOC solution for data collection, reporting and service recovery.
Vocalabs' unique capabilities:
- Immediate Live Interviews: We can contact customers within minutes and ask detailed questions about their customer experience. Live interviews yield high response rates, high quality data, and a positive brand impression.
- Real Time Reporting: We provide all survey data and call recordings in real-time through a web-based reporting system. Custom scheduled e-mail reports ensure that everyone gets the information when needed.
- Distributed Report Access: At Vocalabs, we believe that the majority of front-line employees genuinely want to serve the customer.
- Full-Length Survey Recordings: Every survey includes a full-length recording of the interview, a powerful tool for training and coaching. Hearing the voice of the customer dramatically increases the credibility of customer feedback.
For more information, visit www.vocalabs.com
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Vovici
Verint® Voice of the Customer solutions enable organizations to capture customer feedback across channels, analyze and interpret it in the context of business objectives, and take action to drive change and respond more effectively to customer, business and market demands. The robust analytics portfolio unites customer feedback on expectations, preferences and experiences across interaction channels—including recorded phone calls, surveys, chat, email, social media, online communities and websites—enabling customer experience professionals to drive business strategies and corporate performance.
Verint® is a global leader in Actionable Intelligence® solutions and value-added services. Our solutions capture and analyze complex, underused information sources, such as voice, video, and unstructured text, to enable organizations to make more timely, effective decisions. Today, more than 10,000 organizations in 150 countries — including over 85 percent of the Fortune 100 — use our solutions to improve enterprise performance and make the world a safer place. Verint is headquartered in Melville, NY, with 3,100 dedicated professionals, offices worldwide, and an extensive global partner network. Verint is a member of the Russell 3000 Index. www.verint.com.
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Walker
Walker is a customer intelligence consulting firm. Helping businesses for more than 70 years, Walker's diverse team of consultants provides tailored, comprehensive solutions to help companies achieve their business objectives and grow shareholder value. Walker specializes in customer retention and growth strategies, using predictive analytics, cutting edge technology, and expert consultation to deliver results. And it works – Walker clients outperform the market by more than six to one!
Walker works with some of the world's most influential businesses as well as emerging organizations of all sizes.
For more information, visit www.walkerinfo.com
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West Monroe
West Monroe is a progressive business and technology consulting firm that partners with dynamic organizations to reimagine, build, and operate their businesses at peak performance. Our team of more than 600 professionals is comprised of an uncommon blend of business consultants and deep technologists. This unique combination of expertise enables us to design, develop, implement, and run strategic business and technology solutions that yield a dramatic commercial impact on our clients' profitability and performance.
Our Customer Experience team helps you identify customer experience initiatives that build customer advocacy, strengthen your operating model and ultimately drive top-line revenue. To learn more, visit our website at www.westmonroepartners.com.
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