1) The document discusses how various companies have used customer analytics and engagement technologies to improve customer experiences and increase ROI. 2) It provides examples of companies like Comcast, AT&T, Assurant, KLM, Domino's Pizza, and Ziraat Bank that have implemented technologies like speech analytics, social media monitoring, real-time analytics and virtual teller machines. 3) These technologies and initiatives have helped the companies reduce costs, increase revenues and improve customer satisfaction levels.

1. , "¯ ,
,Assaf.b@adkit.co.il
,03-6194080 :
052-7202088 :

2. 100
¯ 100 -
100 -¯
10 -¯ ¯
, , , :
10
, , ¯ , ,
...
: ¯
, , ¯
, ¯ 10 -¯
, , ,
,
¯ 10 -¯
'
¯ 5
1

3. ¯ - CXI
1
Customer Engagement – 2
3
Analytics – 4
¯ 5
2

4. 1
¯
¯
-
¯
¯
3

5. Customer Engagement 2
Win-Win
– Crowd Sourcing
| ¯ / ¯
| |
| – ¯ /
|
– ¯
| | ) /
(
¯
4

6. 3
¯ ¯
¯
: ¯
| " | |
IVR ¯ |
5

7. - Analytics 4
: ¯
– Speech Analytics –
– Web/Text Analytics –
, , ,
, , – Video Analytics –
,
¯
:
Real-Time Analytics, Predictive Analytics
Multi-Channel Analytics -
6

8. ¯ 5
( 91% - ¯ 76%)
¯ FG100 - 84% -
¯ 96.5%
: ¯¯
40% -¯ - ¯ –
¯ ¯
148% –
Twitter - @ -
Fortune 100 - 89% –
Wall -
72% - Facebook -
ComScore, 2011
¯
7

9. ,
¯ analytics -
¯
- VTM
¯ ¯
8

10. – Comcast
VOD -
¯
, , ¯ ¯,
20% -¯ :TV . "
¯
intel+pace plc :
"
ThePlatform :
2012
AT&T
9

11. – Comcast
¯
¯ - MyTV
, , )
(
Facebook-
( ' )
¯ Share - Like
¯ - Friend Trends
¯
10

12. ¯ - Assurant
" , , ¯ ¯ :
RAMP - Real-time Analytics )
Matching Program , (
16%
¯
,Call Center-
"
"
IBM
2011
¯
11

13. - Assurant
6 ?
6-
¯ ¯
37% /
29%
¯ ¯ " "
¯ DNC
¯ ¯ ¯ - ¯
-20%
-25%
(16%- ) 47%-
12

14. – KLM
: ¯
, KLM
¯
: - Bluenity
¯ ¯ –
¯ –
–
, –
-2009 ¯
2011
- ¯
13

15. – KLM
(2010 ) – KLM Surprise
FourSquare - Check-in
- ,
Facebook
(2010 ) Twitter ¯ – Fly2Miami
¯
" Twitter- ¯ ¯ KLM
( ¯ 150) ¯ ¯ ¯
(2011 Facebook - Crowd sourcing – Bright Ideas
)
FB -
¯ , ¯
(2011 ) - 24h Service
Hyves Facebook, Twitter -
24 - ¯ ¯
KLM
14

16. – Domino’s Pizza
:
" "
, ¯
- 2009 ¯
2011
¯
15

17. ¯ - Domino’s Pizza
: ¯ Tracker -
, , ¯ -
¯ - -
¯ -
¯
: ¯
- Times Square - -
Times Square - ¯ -
– Tate’s Voicemail
Show Us Your Pizza
¯ ¯ -
-
3 20% - ¯ ,
16

18. Ziraat Bank - Virtual Teller Machines
(" ")
:
¯ ¯ ¯ ,
" " ¯ - VTM
¯ , -
24/7 -
- / -
VC
-
2010
VTM
17

19. – Ziraat Bank
: ¯
¯ ¯
¯
¯
¯
Contactless
¯
, ¯
18

20. ¯ VTMs – Ziraat Bank
30 -¯ 350,000
¯
¯
2015 ¯ 1,000 ¯
: ¯
¯
2
¯
19

21. ?
ROI - analytics - IT- 1
2
– 3
- ¯
20

22. ,
¯ ¯ ¯
.
¯
¯ . ¯
¯ ,
. "
,
¯ ¯ ,
.
¯ ¯ ,
, ¯ ,
. ¯
21