In our socially-connected world, marketers can easily be overwhelmed by needing to personalize multiple consumer interactions across sales, marketing and service departments. But the challenge is worth it – because no business would deliberately want to irritate customers with impersonal or irrelevant communications. 

Please join this webinar to learn how to apply the best marketing solutions available today. Become successful at marketing in the moment that makes sense to your customers. 

Ian Henderson from KANA joins Retha Keyser from SAS in this webinar to explore ways that organizations can increase customer satisfaction and conversion rates while optimizing budget and resource allocation. 

What You'll Learn

Gain a better understanding of how to:  

  • Use behavioral data and customer sentiment to determine the next best action to take with each customer.
  • Automate personalization of these actions at every touch point in real time and post-real time.
  • Optimize marketing, sales and service spending to drive profitable growth and customer loyalty.

Featured Presenters

Ian Henderson
Vice President of Strategic Consulting and Pre-Sales

Henderson leads new market development for KANA, which is part of the Sword Group, an award-winning global provider of multichannel customer engagement solutions. His experience includes professional services and operations, as well as work with many blue-chip customers to help define CRM strategy for maximum efficiency. Henderson graduated from the University of Glasgow with a first-class joint honors master's degree.

Retha Keyser
Business Development Manager for Customer Intelligence

Keyser's background includes 20 years of experience with CRM projects in the banking, insurance, retail, travel and communications industries. She brings an in-depth understanding of customer data integration, business intelligence and analytical intelligence to perform market and customer segmentation and profiling; the application of customer lifetime value models and predictive models for proactive customer value management; and the deployment of analytics to automate decision making. She is a native of South Africa and graduated from Stellenbosch University.

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