Discover the Keys to Empathetic Customer Experience
Watch Alan Webber of IDC and David Roberts of Alchemer discuss empathetic relationships and customer-centricity
Why This Is Important:
• Brand loyalty increases the likelihood of purchasing again by 5x
• The top functional area for digital transformation investment is customer experience
• By 2023, enterprises that embrace empathetic customer relationships will outperform others by 40%
Read the IDC Vendor Profile for Alchemer
Alchemer Extends Its Customer Experience Intelligence Reach
This IDC Vendor Profile by Alan Webber and David Wallace examines the products and strategy of Alchemer. It reviews how the Alchemer platform addresses some of the pain points brands face in gathering, analyzing, and operationalizing customer engagement data.
Meet the Speakers
Alan Webber is Program Vice President for Digital Strategy and Customer Experience. In this role, Alan leads IDC’s Customer Experience research program as well as supporting IDC’s Chief Marketing Officer research efforts. Specific areas of research interest for Alan are the impact that technology changes have on how business and customers engage and interact, the digital transformation of the customer experience, and the impact of algorithms and analytics.
David Roberts’s passion for helping companies create customer-centric cultures is what attracted him to Alchemer. He’s been building great relationships between companies and customers since he was a founding member of Accenture’s Customer Relationship Management Practice. Alchemer gives him the opportunity to revolutionize customer engagement by integrating the best feedback into companies to drive immediate and meaningful action. Prior to joining Alchemer, David was a Partner at Accenture and most recently the CEO of ReedGroup.
International Data Corporation (IDC) is the premier global provider of market intelligence, advisory services, and events for the information technology, telecommunications, and consumer technology markets.
With more than 1,100 analysts worldwide, IDC offers global, regional, and local expertise on technology and industry opportunities and trends in over 110 countries. IDC’s analysis and insight helps IT professionals, business executives, and the investment community to make fact-based technology decisions and to achieve their key business objectives.
Founded in 1964, IDC is a wholly-owned subsidiary of International Data Group (IDG), the world’s leading tech media, data and marketing services company.
Alchemer (formerly SurveyGizmo) transforms customer feedback into operational gold to create customer-centric organizations. Alchemer provides a customer-experience platform and pre-packaged solutions that enable businesses to collect and act on feedback to find, get, and keep more customers and employees. Only Alchemer puts customers at the center of everything a company does by integrating feedback directly into the systems and applications that power the organization today. Alchemer serves more than 15,000 global customers and 30% of the Fortune 500.
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