Enhancing Customer Experience With Data And Analytics – Lessons From Essendant
Ken Sauers, VP of Pricing and Business Integration at Essendant and Mihir Kittur, Chief Commercial Officer at Ugam delivered a keynote at B2B Online 2018.
This video describes Essendant’s journey in improving customer experience:
Essendant had migrated customers to a sophisticated platform to improve experience.
However, they failed to deliver some key customer expectations.
Learn how they leveraged data and analytics to provision alternates.
This in turn caused a dramatic improvement in their NPS and positive feedback from customers.
Ugam, a Merkle company, is a leading next-generation analytics company helping B2B and B2C enterprises make superior decisions. Ugam’s customer-centric approach blends data, technology, and experts, resulting in impactful and long-tenured relationships with more than 75 Fortune 500 companies. The company offers a comprehensive set of IP-led analytics, digital solutions, and proven AI / ML capabilities applied across verticals.