Arvind Sathi’s book harnesses the power of massive customer experience data to improve customer relationships & drive business results (increased revenue, profits & market share).

Three factors are fueling the growth of Customer Experience data: automation in the customer touch points, maturing markets for customer data, and consumer sophistication in sharing customer experience. Today’s customers have the ability to use a variety of media to broadcast their good and bad experiences in real time. Successful organizations are responding with an investment in real-time Customer Experience Analytics to improve their customer relationships, products, and processes.

This book discusses a series of case studies from a variety of industries to show how Customer Experience Analytics is reshaping the way we interact with our customers. It explores a set of technologies available to help us create the capabilities to sense, isolate, and alter the customer experience to competitive advantage—creating a real-time, adaptive relationship with our customers.

The audience for the book is mid to senior management executives in sales operations, marketing, strategy or IT, IT service & software provider community. The industries covered are Financial services, Public services, healthcare, retail, telecom, energy & utilities, media & entertainment, electronics.

Dr. Arvind Sathi completed his B Tech from IIT Kanpur in 1977. He is the Global Communications sector Lead Architect for the Information Agenda team at IBM. Dr. Sathi He has extensive experience with many domestic as well as international Communications service providers as well as with other Services Industries. He has also delivered a number of workshops and presentations at industry conferences on technical subjects including Master Data Management and Data Architecture and holds patents in data masking. Dr. Sathi received Ph. D. in Business Administration from Carnegie Mellon University and worked under Nobel Prize Winner Dr. Herbert A. Simon.

The book is available Information On Demand 2011 Book Store (Bayside Foyer, Mandalay Bay South Convention Center).