Customer Experience Analytics: The Key to Real-Time, Adaptive Customer Relationships [Paperback]

Through a series of case studies from a variety of industries to show how customer experience analytics (CEA) is reshaping business, this book explores the technologies available to help businesses create a competitive advantage and real-time relationship with customers. This book provides a program based in business values that appeal to senior management and a solution architecture that utilizes the fast, intelligent, and productive capabilities of CEA. Exploring the internet's impact on consumer power, this book reflects on the sophistication of business markets in multisupplier management, electronic gateways, and customer and product data across the supply hierarchy.

Dr. Arvind Sathiis the global communication sector lead architect for the information agenda team at IBM. He received a PhD in Business Administration from Carnegie Mellon University. He lives in Englewood, Colorado.Customer experience analytics (CEA) uses software to identify and analyze customer behavior patterns within and across multiple access points and is a method increasingly adopted by Fortune 500 and other companies with large volumes of customer interactions