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Informatica went on a journey to transform the customer experience to be based on customers' product usage data and interaction data. The unique approach involves creating a connected product, effectively and securely transforming the consumption data into valuable information to be consumed by both customers (through a cloud solution) and customer-facing organizations. Adding a splash of rich analytics has raised the value of the consumption data into business outcome drivers for customers. This platform not only helps customers to consume all the features of our products but has also been a revenue-generating support offering increasing our enterprise support attach rate by multifold.
In this session, we will discuss our strategies around consumption data acquisition, effective use of analytics, and delivery of value-added services through a new solution. We will also discuss use of consumption data by customer-facing functions in call avoidance, predictive escalation, and proactive customer reach-out programs.
TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.
Peg Rodarmel, SVP, Subscription Services, Infor
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