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Customer Engagement Management and the New Style of IT

Grantby ‎04-03-2014 10:22 AM - edited ‎09-30-2015 07:02 AM

In her introduction to the latest edition of BPS Edge—available now—Danila Meirlaen, Vice President, Worldwide BPS, HP Enterprise Services, says, “More than ever, the customer experience determines your destiny, and today’s “digital natives” demand any-time anywhere access to information. Fueled by mobility, each consumer also wants that experience to be simple and speedy.” With customer touchpoints at every turn—from mobile apps to microsites—managing that experience poses an exciting challenge for any organization.


06_LIBRARY_CONFERENCE_686_RT.jpgRegular visitors to the HP Enterprise Services BPO Blog will be familiar with many of the industry experts offering useful advice in the latest edition of BPS Edge. Devoted entirely to the Customer Engagement Management, this insightful publication offers outstanding perspective on how customers are demanding interaction, how to interpret metrics, how to wrestle Big Data from the ground up and so much more.

  • Dennis DeGregor offers insight into the connected enterprise
  • Loretta Garcia helps guide readers through brand-building metrics
  • Ed Jenks reminds you that HP can help your organization capture rapid ROI through analytics
  • George Jones and Mike Wright use their experience in operationalizing social analytics to drive operational efficiencies
  • J.C. Quintana makes a case for shifting our vocabulary away from CRM to CRS—taking a long-term strategic view of customer relationships


Added to the mix are useful statistics, graphics and two case studies that help readers understand the complexities and efficiencies that drive CEM.


Of course, HP is a proven leader in Business Process Services, offering a transformative approach

for the new style of CEM with:

  • Resources and skills to combine social media and mobile unstructured data with structured contact center data to strengthen your brand.
  • The ability to translate that customer data into useful analytics to target new customer markets.
  • Ready-to-deploy platforms and rapid pilot deployment methodologies that will capture new markets now.
  • Trusted advisors that can link social customer engagements to business goals for a return on engagement (ROE), and experts that know what metrics matter most to drive social strategies.


HP offers flexible commercial delivery models through Customer Engagement as a Service (CEaaS) offerings, featuring:

  • Consumption-based pricing from social pilot to production contact centers
  • Flexibility to use our agents, your agents, or third party agents
  • Low cost-of-entry platforms ready for contact center infrastructure  


Pages from 271612-BPS Edge CEM E.pngCheck out this edition of BPS Edge or read this blog post from Shveta Ahuja for more information.

About the Author


I've devoted more than a decade to writing about technology products, solutions and services.

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