Is it possible to deliver best possible customer experience while optimizing sales and financial processes with a myriad of legacy systems and spreadsheets that are being augmented and replaced with new applications in the cloud? Can we actually balance the pressure for margin and customer satisfaction? Panelists will discuss new, smarter methods of unifying applications and information to reach a balance of efficiency and profitability and why new technology investments matter now more than ever.
Moderator:
Cliff Figallo, Curator, SmartData Collective
Panelists:
Richard Snow, VP & Research Director, Customer & Contact Center Practice, Ventana Research
Robert Kugel, CFA, SVP & Research Director, Business Practice, Ventana Research
David Mould, MedeAnalytics
Bio
Cliff Figallo
Cliff is the senior editor and moderator at SmartData Collective, an online community moderated by Social Media Today, provides enterprise leaders access to the latest trends in Business Intelligence and Data Management. Social Media Today is an independent, online community for professionals in PR, marketing, advertising, or any other discipline where a thorough understanding of social media is mission-critical.
Cliff is an Online communities and social media veteran, founding director of The WELL, author of Hosting Web Communities (‘98) and Building the Knowledge Management Network (‘02). He has spent over two decades years helping companies develop effective social media and collaboration strategies. Cliff specializes in understanding user experience and providing social media marketing analysis, collaboration, transparency, privacy, facilitation and tolerance.
Cliff is on Twitter at @cfigallo and LinkedIn at www.linkedin.com/in/cfigallo
Robert Kugel
Rob heads up the CFO and business research focusing on the intersection of information technology with the finance organization and broader business applications. The financial performance management (FPM) research agenda includes the application of IT to financial process optimization and collaborative systems; control systems and analytics; and advanced budgeting and planning. Rob also covers the areas of GRC and Sustainability that span across business and IT.
Prior to joining Ventana Research he was an equity research analyst at several firms including First Albany Corporation, Morgan Stanley, and Drexel Burnham, and a consultant with McKinsey and Company. Rob was an Institutional Investor All-American Team member and on the Wall Street Journal All-Star list. Rob has experience in aerospace and defense, banking, manufacturing and retail and consumer services.
Rob earned his BA in Economics/Finance at Hampshire College, an MBA in Finance/Accounting at Columbia University, and is a CFA charter holder. As an industry veteran with more than 30 years experience.
Rob can be found on Twitter at @rdkugelvr and on LinkedIn and reached via email at robert.kugel@ventanaresearch.com and read his blog at robertkugel.ventanaresearch.com.
David Mould
Richard Snow
Richard leads Ventana Research’s Customer and Contact Center Management research practice. He conducts research exploring the people, process, information and technology issues behind customer operations management, contact center management, and customer experience management. He also works with senior business operations and IT managers to ensure that companies get the best performance from today’s highly complex application products.
Richard has worked in management and consulting leadership positions in the technology industry including with Price Waterhouse, Sema Group and Valoris. In his work, he has been involved with all aspects of delivering highly complex IT solutions to a variety of clients in the telecommunications, financial services and public sectors. Richard has specialized in delivering customer care and billing solutions for telecommunications operators, and several multi-channel contact centers for organizations in both the public and private sectors.
As an industry veteran with more than 30 years experience, Richard can be found on Twitter www.twitter.com/rjsnowvr at @rjsnowvr and on LinkedIn uk.linkedin.com/in/richardjsnow and reached via email at richard.snow@ventanaresesarch.com and read his blog at richardsnow.ventanaresearch.com
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