#inspire14
Monitoring and Adapting for
the Best Customer Experience
Sean Otto & Michael Nealey
Sr. Customer Satisfaction A...
#inspire14#inspire14
• A $10 billion diversified industrial company
• Over 40,000 employees worldwide
• About 75 manufactu...
#inspire14#inspire14
Ingersoll Rand: Market-leading Brands
Worldwide
Commercial and Residential
HVAC Equipment
Manufacture...
#inspire14#inspire14
Overview
• Background
• What is CX / CEM
• Why is there a business need?
• How Alteryx solves our pai...
#inspire14#inspire14
What do we do?
#inspire14#inspire14
Customer Experience (CX) Program
#inspire14#inspire14
Customer Experience Process
Listen
#inspire14#inspire14
Customer Experience Process
Interpret
#inspire14#inspire14
Customer Experience Process
React
#inspire14#inspire14
Customer Experience Process
Monitor
#inspire14#inspire14
CX is operations support
#inspire14#inspire14
The frustration of a small team
#inspire14#inspire14
What do we do today?
Listen Interpret React Monitor
#inspire14#inspire14
A look behind the covers:
#inspire14
THANK YOU!
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Inspire 2014 – Ingersoll Rand/Trane: Monitoring and Adapting for the Best Customer Experience

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Ingersoll Rand has had a long established B2B Customer Experience measurement program, but like most organizations, the data gathered is so rich and informative, turning it into actionable items is a challenge. Ingersoll Rand has mastered the art of dashboards and infographics, helping the business know exactly what matters to their customers by maintaining the profitable relationship every company strives after. Come learn some tips, tricks and best practices of how Ingersoll Rand is using Alteryx to stream line survey data and market research, reducing 10+ hours of data manipulation down to seconds, enabling them to focus on the value added activities to the business and not just the deliverables.

Sean Otto, Senior Customer Satisfaction Analyst, Ingersoll Rand/Trane

Published in: Technology, Business
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Inspire 2014 – Ingersoll Rand/Trane: Monitoring and Adapting for the Best Customer Experience

  1. 1. #inspire14 Monitoring and Adapting for the Best Customer Experience Sean Otto & Michael Nealey Sr. Customer Satisfaction Analysts Ingersoll Rand
  2. 2. #inspire14#inspire14 • A $10 billion diversified industrial company • Over 40,000 employees worldwide • About 75 manufacturing facilities worldwide • Operations in every major geographic region • Strategic brands are #1 or #2 in their markets Who We Are New image
  3. 3. #inspire14#inspire14 Ingersoll Rand: Market-leading Brands Worldwide Commercial and Residential HVAC Equipment Manufacturer of golf cars and utility vehicles Worldwide transport refrigeration Air compressors, air and power tools Comfort and Climate Control Brands Industrial Brands Our Brand Promise: We inspire progress by unleashing the potential of people and technologies. Our people, products, systems and services make everyday living healthier, safer, more energy efficient, productive and comfortable—enabling our customers to achieve real progress and create a positive impact in their world.
  4. 4. #inspire14#inspire14 Overview • Background • What is CX / CEM • Why is there a business need? • How Alteryx solves our pain • Some show and tell around the process • Where we are going Goal: 1) to help you understand CX 2) how a tool like Alteryx enables your organization to more quickly communicate and adapt to the changing needs of CX.
  5. 5. #inspire14#inspire14 What do we do?
  6. 6. #inspire14#inspire14 Customer Experience (CX) Program
  7. 7. #inspire14#inspire14 Customer Experience Process Listen
  8. 8. #inspire14#inspire14 Customer Experience Process Interpret
  9. 9. #inspire14#inspire14 Customer Experience Process React
  10. 10. #inspire14#inspire14 Customer Experience Process Monitor
  11. 11. #inspire14#inspire14 CX is operations support
  12. 12. #inspire14#inspire14 The frustration of a small team
  13. 13. #inspire14#inspire14 What do we do today? Listen Interpret React Monitor
  14. 14. #inspire14#inspire14 A look behind the covers:
  15. 15. #inspire14 THANK YOU!

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