SAS is touting its new Customer Experience Analytics application, launched at the TFM show in February, as potentially facilitating a revolution in understanding of the customer experience in multi-channel environments.
It allows companies to capture and measure in real time, all aspects of an individual customer’s online and offline experience, translating actions into insights.
By integrating intelligence from all customer touchpoints, SAS claims the solution provides a single source of highly accurate and actionable data that reflects the customer experience and the individual’s behaviour. This enables organisations to tailor all customer contacts and optimise value at every point.
Customer Experience Analytics was developed in association with Speed-trap, using its Dynamic Collection data collection system.
Bill Brindle, chairman and CEO of Speed-trap, comments, âThe reaction we have had from customers we have approached with this new offering reinforces our belief that traditional web analytics solutions â with their technology-driven focus perspectives, limited data accuracy and lack of enterprise-quality business intelligence capabilities â have reached the end of the road.
True multi-channel BI solutions that are focused on the customer experience and the business objectives of the organisation reflect the shape of the successful, modern, online relationship.â
SAS says trials have demonstrated that the application can be deployed within a week.
