Satmetrix Press Release
Satmetrix Press Release
December 7, 2004
Satmetrix Systems Thought Leader Roundtable Delivers Customer Experience Management Insights
Top Executives From Leading Global Companies Share Customer Experience Best Practices
FOSTER CITY, Calif., — December 7, 2004 — Satmetrix Systems, Inc., the leader in global customer experience management systems, announced today the findings from its European Thought Leader Roundtable.
Top executives convened in London, England, to exchange best practices in customer experience management, review case studies, and be among the first to participate in Satmetrix’s new self-assessment tool, Satmetrix CEMapÔ. “The Thought Leader Roundtable was exceptional in the level of dialogue and the insights that these executives shared,” said Richard Owen, president and CEO of Satmetrix Systems. “Enterprise-level customer experience management, while very rewarding from a growth and profitability perspective, is still one of the most difficult undertakings for any global company.”
Satmetrix CEMap, a self-assessment tool recently introduced by Satmetrix Systems, was utilized by most of the roundtable attendees to provide clarity around their specific customer experience programs and their organization’s capabilities. “Satmetrix CEMap identified three key challenges for all companies to move from believing in customer experience management to achieving positive customer experience,” said Dr. Laura Brooks, chief methodology officer for Satmetrix Systems. The three key findings from this roundtable were:
- Executives and key stakeholders need to articulate a strong and continuous message of customer-centric focus to shift the entire organization’s culture
- Customer experience data collection, while running smoothly in isolated areas, needs to be consistently integrated across the organization for maximum effectiveness
- The ability to move customer experience data into the DNA of an organization with consistent, well-understood business action processes remains the area of greatest difficulty for large organizations.
“Satmetrix Systems helps us to understand our current barriers to establishing a customer-centric culture and provides us with the customer experience systems to measure and monitor progress against these gaps,” said Philip Rowley, president and CEO, AOL Europe. “By doing this, we have captured key issues at the customer level, and enabled flexibility in changing our structures to our mutual benefit.”
The next Satmetrix Thought Leader Roundtable will be held in the spring in the U.S. For more information, contact Bill O’Leary at Satmetrix Systems.
About Satmetrix Systems
Satmetrix Systems, Inc., headquartered in Foster City, Calif., is a leading software and services company focused on customer experience management for global enterprises. Satmetrix Systems provides the most complete solution allowing organizations to manage and improve the customer experience across all touch points for profitable growth. Its business consulting services help customers turn insight into action through transformation of business processes. Satmetrix Systems also provides industry thought leadership; developing the Net PromoterTM metric with Fred Reichheld, Bain Fellow and Director emeritus.
For more information, Satmetrix Systems, Inc. can be reached at 650-227-8300 or on the Internet at www.satmetrix.com.
Public Relations Contacts:
Bill O’Leary
Satmetrix Systems
Ph: 650-227-8329
billo@satmetrix.com
Satmetrix is a registered trademark of Satmetrix Systems, Inc. in the United States and/or in other countries. Net Promoter is a trademark of Satmetrix Systems in the United States and/or in other countries. All other brands, products, or service names are or may be trademarks or service marks of their respective owners.