NEWS21 September 2011

Vision Critical unveils customer experience management tool

North America Technology

US— Vision Critical has launched a new customer experience management platform that collects and integrates data from customer surveys, CRM, transactional databases and social media to provide companies with a “real-time overview” of the service they are providing.

The firm said that the new CEM platform allows users to organise, analyse and share feedback with decision makers within the company, eliminating the need for someone to advise on how to distribute findings.

Vision Critical president Andrew Reid said: “Our CEM platform builds a holistic view of each individual’s customer relationship within the organisation. The insights garnered can trigger targeted and timely action so businesses can constantly fine tune their customers’ experiences.”