REPORT

SELECTED CONTENT FROM THE REPORT

Interviews

Interview

Marcos Arias

Director of Call Centers and Customer Experience, AT&T

For AT&T, every interaction is viewed as a chance to make a difference in the lives of its customers, so creating real-time, data-based engagements for their subscribers is critical. While some areas of the business have a full, complete view of customers, others fall behind the curve. Marcos Arias,... More

Interview

Roger Ares

Senior Vice President of Marketing Analytics and Consumer Insights, SunTrust Banks

SunTrust Banks Inc. maintains a very client-centric approach when interacting with its customers and places a heavy emphasis on understanding their individual circumstances in order to have meaningful conversations with them. Because of this focus, the ability to personalize more of its interactions... More

Interview

Bryan VanDyke

Head of Digital Strategy, Morgan Stanley

When it comes to using data to create better customer engagements, Morgan Stanley aims to deliver the kinds of experiences that anticipate its clients’ needs and resonate with them in a compelling way, in addition to creating products that exceed their expectations. For Bryan VanDyke, Head of Digi... More

Interview

Chris Shaffer

Executive Director of Digital Media and Marketing, Cox Communications

Cox Communications has taken a number of steps to be able to communicate and respond to customers in real time based on the data they are able to aggregate about their customers. Even so, Chris Shaffer, Executive Director of Digital Media and Marketing for Cox, explains that they still have some tec... More

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