PG Note: I've known Sid Banerjee, CEO of Clarabridge for about 3 years and always find him to be both a knowledgeable guy about his company, smart on the industry and fun to hang out with too. Clarabridge is one of the companies local to me so once in awhile we hook up for lunch and chat. Sid thinks according to what I have here, that he proves that Clarabridge is a customer experience focused company. The real issue is whether or not you think it is. But if anyone can articulate that position, its Sid. So....
Your floor, Sid.
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First, I’d like to thank Paul for this unique opportunity. There are many companies out there that claim to do customer experience, but very few are able to put their money where their mouth is and actually prove it. Today, I am going to do just that.
Let me start from the beginning. Since our start in 2006, Clarabridge has been focused on customer experience, specifically understanding the Voice of the Customer (VoC). We continue to do this every single day in the way we recruit, hire, and train our team, design our product enhancements and roadmap, and with the services we offer the market. We started as a company focused on text and sentiment analytics with a patented NLP engine as a way to analyze, understand, and categorize customer feedback. Since then, we have invested extensively in our product offerings and our team, and we have evolved into a company that focuses on powering end-to-end customer engagement – or what we call “Intelligent Customer Experience.”
While it’s not enough to just say we’re doing this, I will expand in the next few paragraphs,to prove to you that we are aggressive in our investment in and innovation of Intelligent Customer Experience.
First, let me go into a little more detail about what we mean by Intelligent Customer Experience.While it used to be enough for a business to simply listen to customer feedback data and then act on it internally, this is no longer the case. If a business wants to thrive, it has to take its customer experience initiative to the next level. “Intelligent Customer Experience” means working as a CEM partner to enable a business to launch an enterprise CEM solution to do everything from collecting content from multiple sources, leveraging powerful analytics, and intelligently using customer-feedback findings to improve the overall business (I am talking about everything from customer loyalty stats, to marketing functions, to the bottom line). It’s about providing the right feedback to stakeholders across the organization to collaborate on findings and resolutions and, finally, creating lasting relationships with customers by engaging with them on their feedback.
Formally, we describe ourselves as the leading provider of CEM powered through intelligent text and sentiment analytics. Our solution offers a holistic approach to customer experience and customers leverage our products to:
This year and beyond, we are looking to further our mission to bring Intelligent Customer Experience to the enterprise. We’re hearing a tremendous call for this in the market (across all verticals) and most companies are prioritizing customer experience initiatives – something that is reflected in the fact that Clarabridge grew by more than 60 percent in 2012 over 2011.
While I could go on and on about Intelligent Customer Experience, this is a blog response and not a white paper. We are also posting our customer experience case on our blog and I invite you to engage with me on this topic in the Comments section. I look forward to hearing your thoughts.